I used these twice because there service is second to none. Firstly moved from UK to Queenstown and Robinsons subcontracted to NZ Van Lines. They were great, unpacked all our goods and came back to collect all excess boxes a few weeks later when i was ready. I have 1 mirror broken in a 5 bed house relocation - not bad! We then moved from Queenstown to Auckland and used them again. They were awesome getting to us in Auckland a day earlier than expected. Friendly and reliable service. I would highly recommend from my experience with them.
Where to start?...
I'm not going to describe my full experience with NZ Van Lines as it would take too much time... but , as the worst company to organise your relocation with, they however deserve a review. I wish I had read the reviews here before. By the way, note that some of the rare positive reviews are left by themselves like the review from Rebecca Woodley who is a member of the family of Matthew Woodley who is in charge of Internet Sales & Marketing at NZ Van Lines. As I had done with his own review (so clever...) i will report this and Google will delete it.
Let's come to the service they offer... if it was possible to give them 0 stars, I would... It's hard to give them 1 out of 5.
I relocated from Christchurch to Auckland... They came home to be able to prepare an accurate quotation. They offered a price which they said they were able to discuss - to match the competitors and unfortunately it's what I did... Don't even think about it... Just go to the competitor... they can't be less professional... Well, we agreed on a price and signed a contract. They came for the removal, removed our things (with a lot of help) and didn't mention anything. In the evening, once everything was gone, they sent an email saying that there was more boxes than what they had planed and that they would charge us the extra cost at the same price their contractor would charge them... When a professional mover would be speaking in volume... they were discussing the number of boxes... whatever the size of the boxes. In the end, they said there was 5 extra cubic meters, gave us a price for it and that we would have the invoice soon. A few days (and a few emails) they send us an invoice for this 5 m3 that was 25% higher than what they had said (and already added). They justified themselves by saying that it was my fault and that when they came to do the quotation and pointed what was coming I didn't mention that the pillows on the couch and the linen on the beds were coming... same thing for the clothes in the wardrobe (that I opened in front of them)... They made the assumption it wasn't, without asking any question, and whatever what was being shown to them... they probably thought that as most of the people I don't wear clothes... In the end, considering that I wasn't going to pay for the extra cost and after a lot of emails (especially because they always avoided my questions), when the boxes arrived at Port of Auckland, they checked and said the volume was actually 2.5m3 and sent a new invoice. The calculation of the invoice is obscure... No formula, no rate, just a total... There is nothing about it in the contract and they where not able to justify how they calculated it.
Considering how childish they are I paid this invoice to be sure to be delivered... But their practices are not acceptable and I will now make a claim to the dispute tribunal...
Other things you will have to deal with: some wrapping and protections were removed before delivery, some items were damaged, some items were broken... and one of the guys at the delivery had to be supervised all the time as he was always found with his hands in the box with our electronic devices (cameras, hard drives, ...) that we never asked him to open...
Don't even ask them for a quotation...
Terrible. They were great right up until I signed the contract and then they were just awful. Issues included :
1.Massive confusion about the insurance for goods and transit and storage requiring multiple emails to sort out
2. Terrible planning and coordination for the pack and move out, on the contracted date, resulting in only one staff member available to pack and no truck available until the following day resulting in major stress, disruption and costs for us.
3. Damage to our property
4. Not completing the relocation as per contract
5. Being impossible to get hold of
6. When I finally managed to get a complaint direct to the chairman/GM - he refuses to acknowledge any of the faults!
Terrible. Sad thing is, I used them a few years ago and they were great. Clearly the new management are running things poorly.
This was a great experience all around. The Van Lines movers showed up exactly on time, right down to the minute.
Once inside they packed our remaining stuff like madmen, bringing a lot of their own boxes to move smaller items that we hadn't yet packed.
All of the furniture arrived in great shape with no damage. The movers themselves were absolute beasts - these guys carried massive dressers up two flights of stairs on their backs alone. They all worked incredibly hard and were done with the move way sooner than I expected.
The price I paid matched up with what was quoted. I can't recommend these guys more.
Making the move from Australia to NZ I used Wrigdways who then teamed up with NZ Van Lines to deliver me my goods.
I was less than 24 hours away from arriving in NZ when NZ Van Lines emailed me to let me know that I had to pay almost $1000 to release my goods because they were ready for delivery and I wasn't in the country. I asked them to hold off delivering it for 24 hours, because I would be in the country and therefore no reason to pay this ridiculous amount of money just to get my stuff back.
Almost 6 weeks since I had arrived back, I heard no word about when my items were being delivered despite me calling almost every day.
2 months later I finally got my stuff back, which they ever so politely unloaded at the bottom of the driveway for me to carry up. I feel this is a rather unorganized company who don't return phone messages.