Complaint Review: backloads.com

DO NOT BOOK THIS COMPANY!!!

We booked to have our furniture picked up for a move from NSW to QLD on the 22nd of December through backloads.com.au (and through research since found out they were previously Cobb & Co) and were told by 2 people at the company that our furniture would arrive on the 24th (the same day as us). I actually questioned this, with it being Christmas eve, but they told us the trucks were going up to QLD anyway because it's back-loading.

We were told once our furniture was packed onto the truck that our stuff would not be arriving until the 13th of January.

I called the company to find out why the dates had changed but could not get an answer from anyone as the manager was always "busy".

I called many times over the following days to find out why it was going to take so long for our stuff to be delivered, with no answer from anyone.

It is now the 25th of January and we STILL do not have our furniture, despite having paid almost $2000 for our stuff to be delivered, because they would not deliver without full payment being made, even though I was wary of this after being dodged around by them and reading all the horrible reviews about them not delivering furniture, found here:

I wish, I wish I had done my research beforehand, but we were in a rush around Christmas time to book everything.

The manager I spoke to was EXTREMELY rude and told me all of this was "normal" and the fact we have been over $1000 out of pocket having to buy air mattress, renting a fridge and washing machine (buying ice to keep stuff cold until we could do that), $30 a go at the laundromat, a few different t-shirts and such for the kids as they had no clothes, school shoes we should not have had to buy so they could start school, living day by day on groceries until we got a fridge, and many, many other costs, were "normal moving costs".

I'm sorry but they are NOT normal moving costs. No one should have to go more then a month without furniture. In this household I have myself, my sick mother, and 4 children that have had to sleep on cheap, dodgy air mattresses every night. Everyone is suffering, particularly my mother who finds it hard to get up and down off the floor. My mothers medication all went off because it had to be stored in a fridge.

When I spoke to the "manager" he spoke over the top of me and eventually hang up on me, even though I was not rude at all and simply, at this point, just wanting my stuff delivered. I tried to deal with it over email after this, explaining how out of pocket we have been put, but to no avail.

My mother spoke to him today and he did the same thing, except told her she was DUMB for packing all her belongings before he hang up.

He told her WE could not be trusted, she asked why, and he said because we have complained and we need to "tread lightly" about how much more we complain. He then told my mum he had half a mind to charge us for storage and repacking costs, even though it is THEIR fault our stuff is in storage!!

My mother ended up in tears through the insults he threw at her.

I was told that the managers name was Sam James, but to be honest, I do believe it is a fake name.

There are 4 children in this house, 2 who have to go to school while sleeping on the floor. The other 2 are also both students, and so am I, who again have to sleep on the floor but also packed our study material and have not been able to complete assignments because of this.

On top of everything else, the house has become a stressful environment because nobody has their things, their is boredom, frustration, everyone is sore from being on the floor all the time, we are struggling financially because of all the excess costs, and many other stresses this has caused us.

I am greatly, greatly concerned about WHEN our stuff will be delivered, and also what kind of condition it will be in when it gets here, as many of the reviews I have read have mentioned their stuff being damaged. Their insurance was so overpriced, for example $200 for a minimum just to cover the TV, so we could not afford that, but at the time I trusted that they were experienced removalists. Now I am not so trusting and am very scared, not only because they are dodgy but because I have complained to them.

Something needs to be done to stop this company abusing its' customers like this. People need to be warned not to use this company because I have never, ever dealt with anyone like them. They will not even tell us where our furniture is, only that it is in storage somewhere in Canberra!

I do believe this company has been investigated before under Cobb and Co, and since changed their name. Everyone I have spoken to is rude, and the manager is the lowest form of life, and they need to be stopped before they rip off anymore families.

The public NEED to be warned.