Safeway Moving Systems

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1. Horrible experience so far

   We have found this company incredibly frustrating to work with. Our original rep (Frank) was actually really nice and easy to work with. However, that is where the good times end. They originally said they would give us 72 hours notice for picking up our stuff--they gave us less than 18 hours. Then they showed up almost 8 hours late. And we think a few things were stolen--which we reported to safeway immediately. I understand this is the contractors and not safeway (technically) but it is on safeway to ensure their contractors are reliable and trustworthy.
   
   After reaching out to safeway numerous times, we found their customer service to be condescending and downright unhelpful. To add injury to insult, they must be wayyyy under quoting people to attract customers because despite insanely detailed inventory lists (which were almost identical to what the movers picked up, give or take a single chair), its costing us $1000+ more than original quotes. And they keep adding on charges. I am furious with this experience, with how much it is costing us, with how unhelpful safeway has been, and with how stressed I am that our stuff will ever even reach us. FIND A BETTER COMPANY.

2. Well Done

   I contacted Joseph from the movers company for an international move we had to do. This was a complex move, and I needed a reliable company with a record for excellent customer service. He responded to my inquiry quickly and provided the information requested. The guys from the moving company and Services were superb. They were able to change arrangements at a moment's notice as my plans changed. On site, they were professional and efficient, while taking care of the items that were being removed. Thank you for providing excellent service and making this move such an easy one for us to accomplish.

3. Where are my [EDIT] things, you [EDIT]?

   I signed a contract with Safeway Moving Systems in Dec 2020 for my May 2021 move from Philadelphia to Tulsa. I told them I needed my items on May 1st, no sooner, no later. I was advised that in order to ensure that delivery date, my items should be picked up on either Apr 19 or 20. On Apr 19, they finally found a carrier. When the carrier arrived on the 20th, I was charged hundreds of dollars in extra fees. On my move-in date (May 1st), I called one of the packers to ask what time he’ll be arriving. After much confusion, I learned that my things were in storage in Philadelphia. At no point was it communicated to me that my things would be held in storage for any amount of time. I’m currently writing this while laying on the floor of my new apartment because I have NOTHING. According to Safeway, I should’ve been told that when I requested May 1st, that meant it was my first available date of delivery; not that it’d be delivered on that exact date. Meaning I actually have no way of knowing when my items will arrive. I’m so hurt and frustrated. I’m alone in a brand new state and this is the worst thing that could’ve happened to me. Now I’m afraid that when my items do arrive, there’s a great chance things will be missing.

4. Safeway = Stress relieved

   I reserved my move with Safeway for my move from California to Florida recently and they were super accommodating to all of our family's needs. They are professional, movers wore masked and they took exceptional care of my items. Also my Relocation expert Will R was so knowledgeable and patient, i never moved that distance so i had NO idea what to do but he took his time to provide an accurate quote and answered every question i had no matter how many times i emailed him. Overall i had a great experience with Safeway and would definitely recommend to others and use again for my moves in the future!! Thanks Safeway!!

5. Fabulous Mover!

   During the packing and moving, Davis and the team from the moving company were great to work with! Our items were packed professionally and moved across the state with two drop offs. Once the ground rules were set for pandemic mask-wearing during packing, everything was good to go!

6. Fast And Careful Movers!

   The 2 guys were absolutely brilliant from leaving our house to our new home. Stephen was really professional and reasonably priced. We had a few issues before we moved, and the completion date kept changing....which was so frustrating, but Stephen was very accommodating and just waited until we had exchanged. I would definitely use it again and recommend it to friends & family.

7. No communication and heavy damages

   We booked March 4, 2021 for April 1, 2021 pickup in PA with a binding estimate of $4600, and paid the $1800 deposit; first available delivery scheduled for April 3. We were told it could take 2-5 days for our stuff to reach us in TN. Contract clearly states 14 day avg. for that distance, so we prepared for that length of time. On March 29, the new estimate was $5808; we could not cancel without losing our $1800 deposit, so we went ahead. On the pickup day, once all our stuff was on the truck, we’re told it would be $6389 based on volume.
   
   After we arrived in TN on April 2, we waited a week and didn't hear anything. We called and asked for an updated delivery estimate and were told to expect a call back in 90 minutes. Never came. We called the next day, were told the same, and a call never came. We waited one day, then called again. No call back. I called again the next day and insisted I receive a call back, and was told I'd receive, at the very least, an email.
   
   I never received the email, and I checked all of my folders. This email supposedly sent April 12. On Wednesday, we hadn't received a call to let us know our stuff would be delivered within 24 hours, so I called again to ask where our stuff was. Was told I'd get a callback. Never happened.
   
   On Friday, April 16, I called again. I forcefully explained that I needed a guaranteed delivery date NOW or I'd recall the payments until I had one. I apologized for my frustration to the representative because it was not her fault, but explained that I was done being given the run-around since we'd paid over $6k for this move. She said she understood and I'd get a call back. Within 30 minutes we were told it would be that Saturday or Sunday (4/17-18).
   
   Our stuff made it 4/18, and was badly damaged. Legs were broken off an $800 club chair, 3 of 4 dining chairs, and a secretariat. I clearly labeled boxes with fragile items as “Fragile,” but items wrapped in four layers of bubble wrap and cushioned with multiple items of clothing are utterly shattered and crushed.
   
   We paid $2k in cash for the delivery and asked for a receipt. The deliverers gave me the completed contract and the form upon which I report damages.
   
   The contract completion form just lists the remaining balance to be paid upon delivery, it doesn't actually state that it's been paid. The only way to know it's been paid is the "delivery complete" signature, and this was not sufficient for the reimbursement. So we called Safeway on Monday 4/19 and asked for a receipt that showed all $6389 had been paid.
   
   We were told the "request has been submitted" and the receipt would be sent when it was ready. On 4/21 we learned there would be no reimbursement unless the receipt was submitted by end of business 4/22. So I called Safeway again.
   
   My call was answered by someone who did not provide their name. As I explained that we'd asked for this receipt twice and had yet to receive it, and we needed it ASAP, the representative proceeded to talk over me and tell me that I couldn't just ask for a receipt same-day. He told me I had to wait for the receipt for $2k in cash until the driver returned to the warehouse, from CA to NYC. I told him this was ridiculous, we'd clearly paid since the stuff was delivered, and we needed SOMETHING, anything, that had the moving company's name and the full price of the move paid. The guy just talked over me slowly and loudly, explaining how moving works. I became irritated that he would not listen to me, did not seem to understand what I was asking for, and refused to hear my request. I started yelling over him, hoping he'd shut up and listen. He started yelling at me, called me rude, and scolded me for my tone and literally said "watch your language." I told him I would not, he was not listening to me, and he needed to be quiet and let me speak. I asked if the driver could submit pictures of whatever receipt he had that he didn't give us that proved we paid $2k in cash. The guy yelled that it was official paperwork, it had to be PDFs. I offered the names of free apps that allow people to use their smartphones to make PDFs with their cameras. He shouted "you think we know about those?!"
   
   I asked to speak to his manager and he said "I AM THE MANAGER THATS WHY I'M TALKING TO YOU LIKE THIS."
   
   His behavior was disgustingly condescending and thoroughly unhelpful. I have never experienced a customer service representative so uninterested in helping customers, especially one that had already been badly treated.
   
   The "military precision" they promise is a lie. They get 1 star for getting from point A to point B, which is the very least they could actually do. There’s thousands of dollars of damage to our belongings, and even though I followed all packing guidelines and heavily cushioned valuable items, they were clearly mishandled or manhandled.

   

8. The worst company EVER!

   Getting a quote and contract in place with Safeway Moving system for my move from TX to NY was smooth but after they picked up our stuff it was a total nightmare that I am still dealing with. I had multiple stops for delivery in NY within 20 miles, one of them being Manhattan.
   
   2 weeks after the pick-up, multiple agents, drivers and dispatch contacted me on the same day within hours of each other, including Safeway, with different delivery dates and times. It took almost a day to get clarity on the final (or so I thought was final) delivery date and time as none of them knew what was going on. I was already nervous at this point. To start with it was barely a 24 hour notice of the delivery date & time. It was close to 8pm the day before when I got the last call about the delivery. I was told my stuff would arrive at the first location between 11am and 1pm. I had repeatedly reminded every single person I talked to well before and after my items were picked up about the time restrictions at the 2nd location and each time the agents reassured me that wouldn't be a problem as they have done plenty of delivers in Manhattan and are aware of these types of restrictions. The next day (delivery day), I got a call from the actual driver around 12:40pm with ETA at 1st location of 4:30pm. I explained to him that is not the window I was given and that we won't be allowed at the 2nd location for delivery past 5pm. The driver was honest and said he had no idea about the time restrictions and that he would’ve planned for my delivery first that day had he known. I called the agent who called at 8pm the day before and said this is what is happening, he said he will talk to the driver and call me back. Neither the driver nor the agent called me back. I called them both back and no response. I then called every single number that had contacted me the day before, including safeway, and no one picked up. Finally the driver called back 2 hours later and said he now won't make it till 6pm due to traffic. This was not ideal but I said ok let me see if I can make this work. I made arrangements with the Manhattan location to allow us to unload my stuff until 7pm and luckily they agreed. Around 5:00pm I called the driver again and no response. I left a message and asked to go to Manhattan first as we had only till 7pm to move-in. I asked for an ETA which again took some time to get a response back and he responded saying he was still 1.5 hours away. This clearly would’ve been past the 7pm limit. I asked to speak to the manager and the manager started off yelling and continued to be completely rude necessarily and basically said I can take the delivery today at whatever time they get there or forget about getting my stuff. I was literally shaking from that phone call and told the driver to deliver the stuff at the 1st location in the fear of not getting my stuff back at all. They finally arrived at the 1st location at 7:30pm . I had to hire a second moving company to move my stuff to Manhattan. I kept contacting safeway (it was a Friday) and got no response. I called again on Monday (left a vm) and again no response. On Tuesday I called again and finally got a hold of an agent, explained the situation and he simply offered an apology and blamed me for choosing a cheap company to move (which I don't know who thinks 6K is anywhere near cheap). This wasn't the end of it all, when I opened the boxes rats had eaten up bunch of my stuff and every box had rat poo all over. So DISGUSTING! Don't hire this company, they are unprofessional, their movers are totally rude and none of them take any responsibility of their actions or lack of.

   

9. Very poor customer service

   On the date that my move occurred the mover on site insisted that paperwork be signed that increased the cubic footage by approx. 45% (to 1100 cubic feet) beyond the estimate I had received, and the price for the move by $2,497.96 or 35%. On the day of the move, the driver of the truck and what I assume was their dispatcher repeatedly assured me that if the added volume wasn't needed I wouldn't have to pay.
   
   My goods were delivered Friday April 9. To confirm what was actually delivered, I cleared a space in my garage 5' wide by 14' long - 90 square feet. The goods when delivered covered the five foot width, and about 10 feet of length (50 square feet) to a height of about six feet - a total of 300 cubic feet.
   
   Thus the volume actually shipped was not only vastly less than the inflated amount demanded on the day of the move, but was less than half of the original estimate (I had deliberately increased the estimate originally as I did not know how many boxes would be needed - it turned out to be only seven). Had I been charged for what was actually moved, the cost would have been the minimum of $5,750 (the very first estimate I received - almost $4,000 less than what I actually paid).
   
   I repeatedly asked Safeway for help in resolving this matter. I spoke on the phone with a number of people, most notably what was supposed to be a customer service person. He never seemed to take my concerns seriously, stating that the huge difference from the original estimate was surely right and must have somehow been due to how the items were packed (?!!?). It seems odd to me that the customer service team appears to inherently not believe your customers... Note: I will admit that I lost my temper when on the phone with him a couple of times, which I usually try very hard not to do - but it was enormously stressful to have him not listen to me, dismiss my concerns out of hand, and not return calls or emails when asked.
   
   I really wanted to like these folks. They had good reviews on Move Buddha (including for accuracy of estimates!) and I really liked the fact that they are veteran owned, and the original estimation and set up process went fine. But the ultimate experience was enormously stressful and cost me not only significant money but also time and energy at what was already a stressful time.

10. Don't get fooled

    I worked with Steve who was very cordial. Once deposit was paid, story changed. They did not confirm inventory so movers said I had more and charged me. My things were picked up Feb 23 and only got delivered April 10 though I was ready for delivery March 8. I waited 6weeks to get a call 24hrs before move. Their contract has so many loop holes to protect them beware! DON'T USE THEIR SERVICE!

11. Don't believe them

    Like most companies, they have people who get you signed up and people in "customer service" who offer anything but. The folks you do the estimates with and work out the estimate with are very personable, and even sound reasonable. But these people don't move you. Once you sign up you're transferred to customer service where they tell you they won't have any idea if your set pickup date is confirmed until five days before it happens. They tell you that the binding contract you signed is only binding in that you pay them money, but the amount it costs to move your stuff could change. The fee they collect is ridiculous considering the service they give is lousy and they are not to be trusted. DON'T USE THEIR SERVICE!

12. Big Warning! Don't get fooled

    BIG WARNING!!! Don't get fooled by SafeWay Moving Systems. Our experience with them has been a nightmare. They repeatedly change their words, they haven't delivered our belongings and it's already been a month even though they promised 14 days. We had to spend thousand of dollars in hotel in the middle of Covid when expecting a child because of how terrible SafeWay Moving System and their service is. I highly recommend people DON'T USE THEIR SERVICE.

13. Avoid using this company

    22. Customer hereby knowingly, voluntarily and intentionally waives the right to a trial by jury in respect of any litigation based hereon, or arising out of, under or in connection with the goods and services obtained here under, the move, or any course of conduct, course of dealing, statements (verbal or written) or actions of Safeway moving system or the mover. customer acknowledges that this waiver constitutes a material inducement to Safeway moving system to enter into this agreement.
    
    23. As the customer, i agree to pay the total charges for moving coordinator services to be provided by Safeway moving system LLC. i understand that my deposit/fee represents only a portion of my total estimated service charges. due to scheduling and routing reasons my deposit/fee is not refundable, unless i notify Safeway moving system LLC in writing within 72 hours of booking at info@safewaymovingsystem.com. I understand there will be a 5% cancellation fee that will be deducted from my refund. the 5% cancellation fee only applies to the deposit amount, not the entire move cost. If the first scheduled pickup date is within 72 hours of the date I reserve my move, then my deposit is non-refundable. I understand that if I cancel my move within the 72 hours of my first available pick up date I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancellation. I may change my pick-up date or place the move on hold at least 5 business days (Saturdays, Sundays and holidays not included) prior to the pack or load date (whichever applies) listed above. this cancellation only pertains to the original pick updates of the first signed contract. I understand that if I do change my dates, or put my move on hold, my deposit is no longer refundable.

14. Great services

    The move was fast and painless. My spouse and I were very impressed with the results. Having said all of that, Safeway Moving Systems pricing was more than competitive with any other options we had looked at and highly recommended to all.

15. Broken items, kerosene spills and mice

    I did research before choosing this company. They were rated as having “most accurate pricing”. This was true, I paid what I was quoted. However, when your stuff arrives smashed, broken, with kerosene (yes! Kerosene!!) spilled all over it and mice have chewed through boxes and pooped everywhere, that price is no longer accurate. And there claim system is 60 cents per pound per item. Choosing this option is the only way you get their “accurate quote” pricing (which is never explained, by the way). They shattered my flat screen tv that they ( the professionals??) packed themselves! Both of our office desks were cracked and corners broken off (again THEY packed those as well!) Kerosene was spilled all over our items, I have the saturated boxes to prove it. And why was there kerosene around our stuff?? I didn’t even go into the misleading delivery times they quoted. Bottom line, if you have nice things you don’t want to have to replace on your own DO NOT go with Safeway Moving System, you’ll end up paying more in the long run.