Much the same as above, they took my money, promised transit time of 4-6 days, picked up all of my worldly belongings, and now it seems, refuse to give me back my possessions.
The job was to transfer ALL of my possessions, neatly packed up into 10 large moving boxes, from Ballarat in Victoria, to Coffs Harbour in NSW.
It has now been 25 days since my belongings were picked up and there is no sign that I will be getting them delivered.
Every attempt I have made to try and get information on what is happening with my possessions I am met with defensive and downright nasty behaviour from the staff answering the phones.
On 6 separate occasions now I have been given a delivery date that has not been fulfilled. Not once have I received a phone call to explain why the delivery did not take place, instead, when I call up to enquire about what happened, more defensive "'it's not my fault'" excuses.
Bottom line - These are all the possessions I have in this world, I own them, they belong to me, and I want them back.
I honestly believe that a dead elephant and a quadriplegic giraffe could run a company better than this...
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Much the same as above, they took my money, promised transit time of 4-6 days, picked up all of my worldly belongings, and now it seems, refuse to give me back my possessions.
The job was to transfer ALL of my possessions, neatly packed up into 10 large moving boxes, from Ballarat in Victoria, to Coffs Harbour in NSW.
It has now been 25 days since my belongings were picked up and there is no sign that I will be getting them delivered.
Every attempt I have made to try and get information on what is happening with my possessions I am met with defensive and downright nasty behaviour from the staff answering the phones.
On 6 separate occasions now I have been given a delivery date that has not been fulfilled. Not once have I received a phone call to explain why the delivery did not take place, instead, when I call up to enquire about what happened, more defensive "'it's not my fault'" excuses.
Bottom line - These are all the possessions I have in this world, I own them, they belong to me, and I want them back.
I honestly believe that a dead elephant and a quadriplegic giraffe could run a company better than this...
Why hasn't this company been shut down and the people in charge prosecuted???
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IF YOU ARE CONSIDERING USING backloads.com READ THIS FIRST - THEN FOR YOUR OWN SAKE - DON'T!!
The people operating backloads.com are XXXXXXXXX and untrustworthy. THEY ARE UNDER INVESTIGATION. They are XXXXX and are the most disgusting group of people with no scruples.
I am imploring those other people who have had problems with backloads.com to file a complaint with Consumer Affairs Victoria. PLEASE help yourself, us and others so that this doesn't continue to happen to more customers. They are a XXXXXXXXXX company and other future customers need to be protected. We didn't know of the problems until we were ripped off and now my brother has lost everything. Warnings need to be made. Only if other complaints are filed can anything be done. PLEASE HELP.
I am unsure how I can get hold of other people who have been scammed by this company and dearly hope others will contact me and join me in my plight to have them fully investigated, or more importantly, shut down until they stop their abuse. I welcome emails to mellypearce@hotmail.com
Our story is as follows;
All of my brother's worldy goods were collected as per our agreement with backloads.com on January 19th. Now, four weeks later we do not have his items and it seems, no hope of ever getting them. As stated on their website, we expected 3 to 6 days delivery. We received another piece of information from them saying it would be 4 to 7 days but nothing in regards to 4 weeks. Who would agree to that time frame? Delays are fine, I can understand that, but inform your customer and at least apologise.
We have waited and hoped. We have called and called, and like most others, have been given the run around. They keep telling us that it will be tomorrow, and then tomorrow and then tomorrow. And there have been other excuses but I believe them all to be lies. I'm just so concerned that they can get away with this, and for so long abuse so many customers!!
We have had to deal with the worst kind of customer service. Our complaints have been ignored. They will not tell us where my brother's items are. Each promise of delivery is never met. Any contact with the company has been beyond just rudeness. They will not allow you to speak to anyone else higher up, only the receptionist, who is the lowest sort of person. They don't apologise, they lie to you again and again. They quite obviously get a great deal of problems and complaints as they have their methods of avoiding dealing with you. When we rang today (for the tenth time) to find out we're my brother's items are, I informed them that I had spoken to Consumer Affairs and the police, they said 'they'd take that under advisement' and refused to say anything more. Refused to say another thing!! Very obviously they have legal problems and that's what their lawyers tell them to say when they're in serious trouble. THEY ARE XXXXXXXX. But how can they be stopped? How can we help others avoid this?
The loss of items such as those moved by removalists is so much more than just financial. Yes, he bought insurance, but will that even be valid? If they won't admit to losing them then how can we make a claim? He's lost photos and very sentimental pieces. He's heartbroken, devasted. Everything he has ever owned is gone. He's moved and has nothing, nothing. He's out the $1,000 they charged and the $5,000 worth of items. How can they get away with this? Surely it is criminal! The police tell us it's only criminal if they refuse to deliver it, but backloads.com are clever, they don't do that, they just don't deliver it - isn't that the same as refusing though? They have his items, or have lost them, and aren't giving them back. How is that not criminal??!!
Upon first contacting Consumer Affairs they asked us to contact the police as soon as possible, but the police say unfortunately it is a civil matter. As a young adult my brother has no means to engage a lawyer. So I will take him to Legal Aid to try to get help. But what else can we do? He starts Uni next week and has nothing. backloads.com ARE SOOOOO LOW!!
The more complaints we can lodge with Consumer Affairs the more hope we have, so please, if you have the smallest amount of time to devote to this, please lodge your complaint asap.
God help anyone else who uses them. I greatly fear many more people are bound to be scammed. Unless we can go to the media to warn the public I see no end to their abuse. I know they're being investigated but it's only logical that they're not allowed to trade when these things are happening!! I think it's a so unfortunate that they have been getting away with this so far. I think I'm just in shock! How can they get away with this? Really?
PLEASE DON'T USE backloads.com
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We has a small amount of furniture, some boxes, mainly of books, some filing cabinets and two bicycles moves by backloads.com. I can't complain about the timing of pickup and delivery - they were fine. I am, however, complaining about the absolute negligence and/or incompetence of their drivers/workers. Most of the the small amount of furniture that they moved has been damaged - and I'm not talking about a few scratches, but gouges out of good wooden furniture, gouges out of the paint on one bicycle and broken spokes on the other bike, and (possibly most bizarrely of all) dents and buckling in the filing cabinets - did they throw these things into the truck?
Watching these guys unload the truck, the state of the furniture probably isn't surprising. The truck had no lift and no ramp. We saw one guy climb up the back of the truck, balance with one foot on the other guy's shoulder, and one foot on the truck while he reached high over his head to tug at the (now quite damaged) coffee table that was on the top of a very tall stack of boxes and stuff, with one hand. They didn't even have a ladder. They also didn't have a proper belted trolly. Anyone heard of OH and S? Unbelievable.
They won't listen to our complaint. Apparently unless you take out their top-line insurance they can do anything they like with your stuff - no consequences to them. They could've attached it to the truck and dragged it down from Sydney and it'd be my tough luck.
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My goods were due to be picked up on the morning of Friday 14 March as I was leaving Sydney to return to Melbourne that afternoon. At 12pm on Friday I called backloads to enquire about the drivers whereabouts. I was told the truck had broken down and they would send another truck but it would not be there until Saturday . I had to get a friend to come over on the Saturday and wait for the driver. The truck did not show up. My friend then got a call on Sunday to say the truck was on its way. My things were picked up on Sunday and the driver said they would be delivered on Tuesday 18 March. Today is Thurs 20 March and I am still waiting for my goods. I spoke to the company again and they said the truck had broken down (again!!!) and the goods would be delivered on Monday or Tuesday the following week. I have now contacted consumer affairs who advised me that this company is being investigated as they have had numerous complaints.
NOT GOOD ENOUGH BACKLOADS.COM
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We instructed Backloads to move our minimal goods (Fridge, Queen bed, TV, ladder and 2 boxes) from Hawthorn, Melbourne to Brisbane. We filled in their on-line quote before calling their office to confirm when we needed delivery of the goods being the 19th October. The phone operator advised a pick up of the 17th October would suffice, the goods would be sent up on a train and can be delivered on the 19th October.
Unfortunately our goods never arrived that day, we made several phone calls to customer service who were never able to provide any additional information. They only ever referred the matter to 'operations' who NEVER returned any of our calls.
The following week we were still without our furniture, each day our furniture would be promised and guaranteed to be delivered but never would arrive. We would be kept on hold with the customer service team for up to 10 minutes at a time, leave messages, anyone of any authority was never available to take our calls and
If ever we expressed our frustration (not in a personal way, just that we were wanting our belongings that were almost a week late), the phone staff would react basically by denying we were told they would be deliviered on certain days and then to say all they could do was take our name and number once again..
At the time of writing this complaint we have still not received our goods. We are wanting to warn anybody who maybe considering using Backloads not to. I also spoke to the Industry Association who advised Backloads do not meet the criteria to become a member and the Association receive several calls of complaint againt Backloads.
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I moved from Melbourne to Brisbane for a teaching position and organised to have my furniture and personal effects moved by Backloads.com. I would like to bring to your attention some issues I have had with them in the hope that it can be publicised and that other customers act with caution before using their service.
Issue 1
Before pickup, I contacted the company to update my inventory list and received an email from the company with the total price on it. When they came to pick it up, the amount they were asking for was $15 more than what I was quoted. I questioned them about this and they basically said that it is only $15 and told me not to worry about it. Because it was such a small amount I agreed to pay it. With the subsequent problems I have had with Backloads.com this now goes to their credibility as a reputable company.
Issue 2
In the documentation sent to me prior to pick up, it stated that the "normal transit time is between 2 to 5 days" (however the website states 2 to 4 days). I organised my work and life around my furniture being delivered on Tuesday which would be 5 transit days.
I spoke to the supervisor (Cameron) of Backloads.com on Tuesday, the fifth day, to ask if they could guarantee delivery on Wednesday as I started my new job on Thursday and could not be at home to receive my belongings. Cameron was extrememely rude to me and said that he cannot guarantee anything but would send a request through to have my belongings delivered on Friday as I would be at home all day. Cameron then said that he would get back to me in a couple of hours to confirm. I received a text message a short time later saying that my belongings would be delivered on Saturday. I then called Cameron back to question the transit time as all documentation I received stated normal transit time is between 2-5 days (not nine days). Cameron advised that my furniture was in Brisbane but would not be delivered in the stipulated timeframe because they were waiting for room on a truck. When booking in my removal the sales person also said that the transit time was between 2-5 days. They did not explain or suggest that this was approximate only. It was given more as an absolute.
I then said to Cameron that I wasn't happy with the service and they do not meet customer expectations and that this had disrupted my plans. Cameron told me that I was a "painful" customer and he then told me to "get F&Ck#% we don't care". Cameron then terminated the call. Shortly after I received a text message saying "Occupational Health & Safety Guidelines stipulate we cease accepting harassing calls. Your calls are flagged for termination by all tele staff".
Note that I did swear back at him (which I shouldn't have) but it was a reaction to him swearing first.
My friend then contacted Backloads.com in the hope of resolving the issue. He asked to speak to Cameron however was told that he had just stepped out of the office. My friend asked who else he could speak to and was told that Cameron was the only one. He also asked who owned the company and the customer service person did not know.
There was no one else to escalate the issue to thus me trying Today Tonight. I do not think customers should have to put up with this.
Issue 3
I was upsold an additional service which was daily text messages which told me the estimated time AND day of delivery AND where the furniture was. This was for an extra $20.
On Friday (the day after pickup) and Saturday I received a text advising the estimated day of arrival would be between Monday and Wednesday. There was no mention of a time or where my furniture was. On Sunday I received no text. On Monday I called Backloads.com to find out why I didn't receive a text on Sunday as I had paid an additional charge. The person I spoke to apologised for not sending a text but said that it wasn't their fault as another company was moving my furniture and was responsible for sending the texts.
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