WridgWays

30 Reviews: Add Review

1. Disgraceful lack of customer care after damaging our goods.

   Santa Fe Wridgays have shown a shocking lack of basic customer care after their staff severely damaged a whole range of our furniture when relocating from Perth to Melbourne. They just walk away and don't take any responsibility in providing compensation for the $4000 damages, despite comprehensive insurance taken out. All they do is hiding behind policies and procedures, instead of putting effort in finding a solution. Absolutely disgusting behaviour. Will never ever work with them again.

2. Unprofessional - Misleading - Fraudulent - Still waiting on furniture!

   We initially used SFW for a small shipment cross country Australia.
   We had an agreed time/date that we booked leave for, then they tried to change it the day prior.
   After some heated emails/calls they ended up delivering on the original planned date. I wasn't there on the day but my wife said the delivery driver/removalists were very professional and polite.
   
   Having had an okay experience as noted above, we decided to use SFW again for 20m3 of furniture on the reverse leg (Darwin to Brisbane). Horrible mistake.
   After receiving the quote, we decided to add a couple of extra items. We sent through exact dimensions for all pieces of furniture, and received an email thanking us for the exact dimensions, which had enabled them to accurate estimate space, and that they had managed to keep requirement/cost the same. Excellent! - or so we thought.
   When our items were collected (everything being nearly brand new), I was surprised to see SD noted next to everything on the inventory. I checked the legend (Soiled/Dirty). Queried it with the removalist, and was told that is what they had been instructed to write by Wridgways for all their collections.
   I said I wouldn't be signing it, because it wasn't accurate, so they contacted their boss, and after some discussion, they were told they could cross it out, and accurately reflect the condition of the items they were picking up.
   I sent an email to the office complaining about the fraudulent practise, and a day later received a response, basically saying that it was common practise on their behalf as part of their insurance process"..
   
   Once our shipment arrived at their depot, I received an email saying their inventory didn't match the list, and their would be extra charges. Once the revised quote they had provided, where they 'managed to keep space requirements the same and costs the same', they had omitted our beds.
   I refused to pay the extra cost, and threatened to pass it on to our lawyer, and they revoked the full charges, and we agreed on $100 extra (because it was a mistake on my part also for not rechecking every item on their revised list - lesson learned).
   
   5 days before agreed delivery date, I received an email saying they wouldn't be delivering that date, and were waiting for additional items, so it would be a few weeks later (but if that revised date changed they would let me know).
   
   Still have no received reply emails to my queries about a new date, we have no furniture and they insist on payment prior to collection, so we have no recourse.
   
   We have paid for insurance (premium) but after reading reviews on here I am not looking forward to receiving our furniture (if we do at all).
   
   AVOID THIS COMPANY AT ALL COST
   
   Nearly one month and counting for a very simple move..

3. Major Theft Of Goods In Storage.

   I have been a client of SFW for over 20 years. Multiple moves to and from Australia and items in storage.
   I've had a continuous storage account and have made payments every month over that time.
   
   Recently, I went to the store (End March 2017) to retrieve all my items. Much consternation - as a significant proportion of the goods were missing. Power tools, large tables, art, antiques, carpets, clothing numerous personal items and so on. At least $75,000 in value - probably higher.
   
   SFW had not kept adequate records - nor had revalidated the goods in storage over the years.
   What I had been told was mislaid - never emerged in their searches. They had many weeks to track the items down. Sadly - the items did not evaporate - they were simply stolen while in their care. Plundered would be the more accurate description.
   
   This is not a professional storage company in my estimation. They have weak records management and are unable to find items in their care. More importantly - as items have clearly been removed - your items are not safe. I strongly encourage you to look elsewhere for your storage.
   
   I was chased over the 20 years to make a regular payment for the stored items. Had their security and records management been as efficient as their accounts receivables team - it would have nice. Stay away from these people.

4. Started well, end result not great.

   I was initially pleased with the service I received from SFW. They were easy to speak to and the quote I received was much cheaper than other large companies.
   
   On the day of pickup I received a call from the office saying they had no proof of me having paid and the pickup would not occur until I had proved it. They guy I had been speaking to no longer worked at the company. Meanwhile, the truck arrives and they have no idea what I'm talking about so they start loading the truck. Eventually I find the bank transfer and then the office was happy. This wasn't great service.
   
   My goods get delivered and as Im out of the country my Dad signed for them without checking them. There was severe damage to my bed frame and my coffee table and sadly there's no recourse for insurance as the goods had been signed for. The washing machine had been fitted with the transit bolts and upon arrival these were all completely out of the machine - not just loosened but completely out.
   
   In the end I was not terribly impressed. I'd recommend paying a bit extra for a larger, more reputable company that take care of your possessions.

5. Abysmal service with Wridgways.

   Goods were picked up 5 weeks ago from the NT and I am still waiting for their delivery to QLD. Communication has been terrible, which has been made twice solely on my behalf to enquire about the delivery of my goods since their pickup.
   
   The service at Santa Fe Wridgways has been absolutely abysmal and very unprofessional. Whether moving interstate or locally, never again with Wridgways.

6. The Absolute Worst.

   My husband and I have moved quite regularly over the past two decades, a couple of times internationally, and a couple of times domestically (twice now with Santa Fe WridgWays). I mention this upfront as, unsurprisingly, we now have a pretty good yard stick when it comes to removal companies.
   
   QLD-VIC, 2012, Two bedroom house
   This was our first move with WridgWays and they straight up, inconceivably left all our furniture out in the rain - well, I thought it was inconceivable, because honestly, who would do that? Let alone 'professionals' but it only got worse. Naturally there was damage, some chipboard shelving had warped and an iron bed frame had rusted in all the damp but when we attempted to claim on the insurance (we had paid handsomely for) WridgWays tried to tell us that it had been 'collected that way.' Seriously? The shelving was so warped it couldn't be reassembled, clearly not how it left the house, and an especially cheeky claim given they had disassembled it themselves and packed all the books it was previously holding. As for the bed, I don't know how they keep house but I certainly wouldn't let my family sleep on a rusty frame. So to cut a very long story short, we fought them on it and they grudgingly agreed to the minimum payout possible. How very gracious.
   
   WA-NSW, 2015, 3 Bedroom house
   After swearing that we would never move WridgWays again, I decided to test the waters and at least include them in the comparative quote process for our next move. We had moved again in the interim with Allied Pickfords and they had been wonderful, but as you can imagine, cross-country removals are expensive, so cost was a factor in this deliberation. Big mistake. If you take one thing away from this rant, let it be this: you get what you pay for with a move.
   
   I would describe the catastrophe that follows as a tale of two offices: Perth & Sydney. One is professional, follows through on what has been agreed, call back when they say they will & are generally pleasant to deal with. The other is almost universally unprofessional & rude, never return calls, generally don't seem to give a fig for their clients, and evidently lack effective internal processes to, ummmm, provide the primary service they claim to specialise in. I hardly know where to start. Our shipping containers arrived in the heat of an intense Sydney summer, only to be left languishing, in full sun, for over two weeks before we were notified they were here - especially egregious because we had reiterated time after time after time, that there was a significant wine collection inside, which we wanted under shade as soon as possible. After chasing and chasing the Sydney office for a response, the only solution presented to us was to pay more money for something that we had already been promised. We cut our losses and let that one go.
   
   Then we come to the keep-forward boxes. The keep-forward boxes that they first denied all knowledge of, then claimed that they had arrived at different times (very unlikely seeing as we saw them packed in the big ol' shipping containers, along with everything else) and then refused to deliver for ANOTHER two weeks. You can't make this kind of ineptitude up. The WHOLE POINT of a keep forward box, is that you get it sooner than the rest of your shipment - as soon as it arrives on the other end, in fact. Why? Generally because it contains things you might urgently need.
   
   ** Full disclosure - one day after writing this review, and after several more rounds of phone calls to both Sydney & Perth, we were contacted out of the blue on Saturday morning & told our keep-forward boxes would be arriving within the hour. Was it embarrassment after being called out for hideous service online, or was some show of pity for me after I almost broke down into tears during my umpteenth call on Friday? Don't know, don't care - I practically kissed the delivery men when they arrived. Poor blokes. **
   
   Heaven knows what condition our full shipment will be in when we eventually receive it - against all logic I am still hopeful that it might be alright. My husband does not share my optimism & is mentally preparing for another unnecessarily long claim process.
   
   I'll just sum up by saying that one unsatisfactory move I can forgive (and I did!) but two? Nope. WridgWays is simply running a bad business.

7. Do Not Use!!

   We chose to use WridgWays to move our house interstate within Australia, and thought that we were getting a good deal. We were originally quoted 2 containers and that the first would arrive on to our new address on our desired date and the second possibly the very next day. We packed all our own boxes which I had bought outright from another source prior to WridgWays coming to load up the containers and were told that if we wanted more boxes, tape, etc, then to not hesitate to contact them. And that is where it all went down hill.
   
   After paying 9K to tie up the invoice, we happily drove down to their HQ to collect some more boxes and tape. To our surprise we were greeted by one of their staff who sternly advised us, that we could not have any boxes but eventually managed to locate about 10 second hand ones that they had lying around. When I politely asked for some packaging tape, I was given the half of roll that the receptionist had on her desk.
   
   Anyways, a couple days past and the truck came and our stuff was loaded into the containers. We were guaranteed by the two male removalists that our stuff would be in safe hands and we left things at that. Upon arriving at our new home, in a new State and waiting for our furniture to be delivered, we were then advised that the first container would be a day late. Fair enough. However when I enquired about the second container, we were then advised that it was still waiting to be shipped and that we would not have it delivered until a week after the first container arrived. Also, our family car which we also shipped through them which was supposed to be here at the same time as the first container was also delayed and we would not see that for another few days.
   
   Had we been advised of the possible delays prior to our move, we may have been a little more comfortable with the situation, but as there was no communication whatsoever, this has been nothing but a really bad experience. Also once the first container arrived, we found multiple broken furniture items and even the WridgWays staff said to us that the containers were packed with "zero care factor". Upon contacting WridgWays, we were sternly advised that they accept no responsibility as we elected to choose an external Insurer. The thing is, when speaking with the initial WridgWays consultant, he advised us to get external Insurer's quotes so that we could get a competitive quote. What The!!
   
   All in all, we are now out of pocket an additional 1K for a new insurance claim and as I write this we are still waiting our second container to be delivered which is now outside the time frame that we were advised of. WridgWays are the worst and will now get away with another bad experience because they are A-Holes.

8. Wring ways will rip you off if the lose if something goes wrong.

   We moved two full containers interstate once they finished to offload at the new address they push us to sign a declaration that all item are in good condition as before.
   Obviously it is impossible to assess(unpack) more than 200 boxes in few minutes and confirm that nothing is broken or nothing is missing from inside of those boxes.
   They drove us crazy so my wife signed it.
   From there the nightmare started since unfortunately we had several items missing and broken. After contact them they wanted not to cover anything with their insurance since we signed that paper, they treat you like criminals when in reality they are the ones..
   Put simply this way: If anything goes wrong being delay, missing item, broken item etc. be prepared to confront them since they will do anything possible to push you to the limit and avoid taking any responsibility in order to avoid to spend money on their mishap etc. Avoid them at any cost! My two cents worth..

9. Appalling!

   Like a lot of customers reviews, my experience was pleasant until the cash was handed over then it deteriorated rapidly. Our goods were packed & left our house on the 4th November, with an arrival date in Adelaile of the 14th. On the 13th I made a call to confirm a time of delivery & to my was told a derailment had delayed the train & it was not expected to arrive until the 22nd. I had no been advised of the delay & had I not called highly doubt I would've been notified.
   I looked into the derailment & found seceral inconsistencies with Wridgways story being:
   1. Our furniture was still in the departure city when the derailment occurred several thousands of km's away (it never left till the 12th, 8 days after uplift).
   2. They said they had no info on the container & therefore the whereabouts of the furniture. After speaking to the third party contractor, I was advised they are given all that info by Wridgways themselves.
   3. Wridgways were able to tell me the 22nd as the new arrival date, but not why they knew that, or advise me when it left the departure city.
   
   After gathering undeniable evidence that Wridgways held back our furniture to benefit them commercially (I.e another container on the same cart as ours was small) they stopped responding to our calls & emails. They offered no apology for leaving us stranded with no furniture long after the promised arrival date.
   
   When the furniture did arrive, several pieces were damaged. Not to my surprise, they were no help with that either. They refused to take any responsibilty of the careless packing (I.e soft leather dining chairs up against a 90deg sharp angle which cut through the leather & some art works).
   The customer service received was a disgrace. I will never use them again & will strongly advise others requiring removalists to find another company. You will not get anything but appalling service, complete disrespect for your belongings & unhelpful, rude & condescending conversations with staff that'll get you nowhere but several thousands of dollars out of pocket & a rather large replacement or repair bill for all the damaged goods.

10. Professionalism - you must be joking!!

    Having used Wridgways for domestic removals and had a great experience (admittedly some 15 years ago), I contacted them regarding my move from Elimbah, Queensland to Milwaukee, USA in early May, 2014. After much back and forth, the sales person, Matthew McPherson finally arrived to quote on the move. Up to this point, everything was fine and I had no misgivings.
    On 4 June, the uplift occurred, but I was not present, having already left for USA. A friend was in attendance. Everything then went into a "black hole" until 28 July an email was received from Erik Croese, Export Co-ordinator advising that my effects would leave Sydney on 27 July, 2014 bound for Philadelphia, USA with an EDA of 19 September.
    On 10 September, 2014 I received an email from Contour-USA, the local agents advising that the ship was arriving on 16 September and following customs clearance, arrangements would be made to schedule delivery. Not having heard anything from Contour-USA, I contacted them on 6 October and was told that as there weren't many deliveries to the Minnesota area, delivery should not be expected until December/January. When it was pointed out that Milwaukee is no where near Minnesota, but closer to Chicago, the estimated delivery was moved forward to early November. More protests and geography lessons subsequently resulted in a delivery on 17 October and this was when the real shock and horror began!
    My furniture was well packed and arrived safely, undamaged. Of my personal effects, 5 out of 25 Cartons had contents seriously damaged or completely destroyed even though there was no external damage to the cartons. The packing was appaling, or as in some cases, non-existent. They call this Professional packing!! A number of cartons had also been previously used (other clients names and destinations were clearly written on the outside and muliple layers of packaging tape had been used indicating prior usage)- Quality Service? A standard lamp was wrapped in a plastic sheet (and therefore smashed) for a trip half way around the world - Professional packing??
    I wrote to Matthew McPherson advising my disappointment, but not expecting much more than an apology and have heard NOTHING.
    In conclusion, Wridgways have been sub-standard in both their removal practices and even when contacted, ignore you, the customer. Anyone considering using Wridgways as a removalist company for an overseas move should seriously think again and shop around, but above all, keep clear of Wridgways.

11. Lack of Professionalis.

    I contracted Wridgways to conduct my removal to Canada on the basis of their reputation as international movers. At the start, they were very professional, with good follow up, but then, as the removal date approached and we had paid our costs, the service deteriorated remarkably. Not enough cartons were delivered for us to pack and on the day of the removal, the special cartons for our artwork were not delivered, only arriving after three separate return trips to the depot. Then it got worse - they asked for more money, saying we had taken more space than quoted. In fact we had reduced our volume, but it was clear that the poor quote was more about obtaining the job than actually being accurate with the quote. After uplift, which was on July 16, 2014, our goods sat in Sydney until early September, when they were finally placed on a ship, arriving in Vancouver in mid-October. When we contacted the agent here in Canada, we were advised only one truck a month goes from Vancouver to Montreal and it would be another two months minimum, before we saw our goods. This means that after being advised three months door to door, we are now looking at a minimum of five months and possible even longer, based upon the weather. Wridgways have been sub-standard in the conduct of our removal and now, even though I have been in contact with them by email, they do not even respond. Anybody considering an overseas removal with this company should shop around. If necessary, pay a little more, but stay away from Wridgways who, once they have your money, pay little attention to your needs and their promises. .

12. Terrible product and terrible service.

    After looking around at several removals companies for our Brisbane-Washington DC shift, I settled on Wridgeways because of cost and the time frame they had offered to ship our goods. We were promised 10-12 weeks maximum from uplift to arriving in the USA with room for movement depending on customs clearance. It has now been 6 months and our shipment has not even arrived in the USA let alone begun the customs process. It sat on the docks in Brisbane for 4 months until the container was full. If I had been told this was a possibility I would never have moved with them. The customer service after this delay has been truly appalling and the client manager has ignored my e-mails and phone calls and the last e-mail which she finally responded to was rude and uncompromising. She basically told me to suck it up and since we've already paid there's nothing we can do. She's right but I hope that my review will steer a few people away from Wridgeways and their appalling service. If I could give this company and it's staff 0 stars I would.

13. Awful. Avoid them!

    If I could have given WridgWays a rating of '0' I would have. This removalist company should be shut down immediately! We recently moved from NSW Australia to New Zealand and it was horrific. Customer service is abominable. We were put with a lady who we were told would "take the stress out of moving" and who was "very good" as we specifically asked for someone easy to deal with. She was the exact opposite. She failed to give us information on important subjects and made the whole thing very confusing. She gave us the wrong information about shipping our cars and even booked the wrong shipping date (2 weeks later than requested) so we didn't get our shipment until December 23 when we arrive in NZ on November 30. Luckily we are insured because 2 of the large boxes of our possessions didn't arrive and are missing but still, after alerting them to this in December 2013, have not received any compensation nor have they looked for the boxes. They couldn't have made the move harder if they tried.

14. Very satisfied customer Australia->USA.

    I had to move a mid sized household from Perth, WA to Baltimore, MD USA. Initially it was a fairly daunting process because the moving companies want to SEE all the furniture, count the boxes and so on before they quote. Also I read some on-line reviews and it gave me the willies. So many horror stories of lost shipments, customs problems, broken items, poor service, hidden costs and so on.
     
    So I approached Wridgways in Perth, Australia with some trepidation. I told them about the online reviews and Amanda actually went and looked at them (seems she had not seen them before). She recognized one of the disgruntled folks and thought they had complained quite incorrectly.
     
    I was in a tight spot so decided to just go for it. Amanda was willing to quote a flat $10k for the move, which seemed fair to me. It was a 20' shipping container and we would be the only ones using it.
     
    The movers came bang on time, they were cheerful and polite. They wrapped the furniture nicely and helped us get a few final things into tea chests. Within a few hours our container was sealed up and drove away into the sunset. My only complaint about this part is that I had no idea that we had filled only half the container. If I had known that I would have thrown a few more things in "for free"!
     
    The container sat in the port for a couple of weeks because there was no ship to take it. We flew to our destination. After a month or so we received the first of several calls from Maria Arias at MI Group in the USA, the U.S. agent. She kept me well informed about the likely arrival time of the shipment. It did change a couple of times but that didn't cause any problem.
     
    On the day of the delivery a truck arrived with our container. Then a crew of sturdy American fellows arrived. The seal was cut off the container and I saw that only one box out of more than 100 had moved in transit.
     
    The movers laid down cardboard and taped it to the floor in the hall, which was nice although hardly necessary. They gave me the manifest to check as the items came in. I directed them to put the boxes in the various rooms. They unwrapped large items. Within a couple of hours it was all done and they cleaned up and left.
     
    Over the next few weeks we gradually opened the boxes and brought out all our stuff. Nothing was broken, nothing was missing. Literally nothing.
     
    I promised Amanda I would write a glowing review and here it is. Wridgways and MI Group did a really first rate job and I have no regrets at all. I recommend them without hesitation.

15. Never use Wridways.

    Wridgways was to move my personal effects from Perth to UAE. All was well till the agreements, post that everything went beserk they delayed my shipments due to which I had to stay in an empty house family mobilization was delayed, they forced me to pay additional money for some local handling, and finally when I received my good my dishwasher and cooking range were badly damaged. Their claims settlement department was awful. Writing to the higher management did not even elicit a response !! Stay away , they mess things for you Wrid(all)ways !!