Monarch Removals Reviews 10

Worst moving experience ever. Please read through before you make the same mistake as I did of choosing theses movers. Started off by reaching out and telling them exactly what I was going to move and that I wanted them to wrap everything (mattress, couch, table, etc). They provided a quote of $1780 for my move. It was the cheapest by a couple hundred bucks over the competition so I decided to select these guys. Now I know why it was cheaper as they move as they move by weight. They estimated my move would weigh 2,000 to 4,000 lbs (of which my furniture weighed in at 2,180) and on the day of my move, they picked up my stuff and drove to their calgary office to weigh the furniture. Their driver then wanted me to e-transfer them and extra $250. I thought that was a scam and tried to phone their office to no answer. I told them I wouldn't pay until I see an official invoice. They then sent be an invoice for $2400. Over $600 more than my initial quote. Tried to call and got no answer again and I reviewed the invoice and they noted they couldn't complete the delivery until after I paid the ridiculous new invoice amount. So this was extortion as they jacked up the price AFTER PICKING UP MY FURNITURE. So I had to pay the jacked up price or lose $10k or so worth of furniture. Then when it arrived, nothing was wrapped as I had paid for and much of my furniture was dirty. I contacted the person that provided me the quote the following Monday May 12th (her name is Joy ironically) and let her know that this was highway robbery and I feel they should do something to make this up to me. Heard nothing since so here is my story. These guys are clowns and worse, they are willing to pick your furniture up, jack up the price and not deliver until you pay. Extortion and highway robbery at its finest. Please use this true story as an unfortunate warning and go with someone else to move your furniture.

Stole my $500 deposit. Knew for 3.5 months my goods were stored in a facility that closes at 4pm. Gave me an arrival window of 4-5pm. Doesn’t take a genius to work out what happened next “not our problem” and I was left without a removalist. $500 deposit stolen and they refuse to refund even 50% when they didn’t even arrive at my job.

BEWARE!!!!! DO NOT USE THEM! Head over to product review to see hundreds of customers verified and discussing their similar issues with Monarch.

these guys are COWBOYS - this company has multiple FAKE five star reviews, they offer a shocking service and DAMAGED my furniture. RUN AWAY

The quoting process was really good and the staff were supportive with the changes in the list of items etc. The cost was also competitive in comparison. However, the removalists themselves, who by the way came from another company, did not do the job professionally. We had all our home content carefully boxed and bubble-wrapped and yet, ended up with multiple damages and scratches on the furniture etc. This was despite the fact that I warned them of how recklessly they were loading the stuff in the truck!

Unprofessional and untrustworthy.

I went through the whole quote process for a Syd to Melb, telling them that our access was on a small laneway, which they said was fine. Come the day of the move, they couldn't turn down the street and had to find a smaller truck to move our stuff out before back loading, charging us an extra $1000 for the hire of this small truck, even though no one said it might be a possibility in my quote. This also delayed delivery of our stuff by almost a week and when they did come to collect everything they took their time with it, sitting down a few times because they were tired (when we were paying by the hour, and we had a small 2 bedroom apartment.) When I told them my frustrations about not being communicated these potential problems, they said it was my fault because I should have known a truck couldn't turn down my street (even though I highlighted the small space to the person doing my quote, giving them all the information I had, and trusting that they would know their own size restraints and have a system in place for small city streets). They were rude and had no interest in any degree of customer service, leaving me feeling like I'd deliberately been ripped off. A removalist company knows how small some city streets can be yet chose to withhold the extra costs until the day of my move, springing it on me knowing that I had no other choice by that point.
On top of all of this, they had terrible communication. I was told I would get a call with an estimated arrival time the day before my move and heard nothing. Had to call their "check the status of the truck" phone number which rang out twice then use the online chat system another two times just to get an arrival time. On the day of the re-scheduled pickup we heard nothing by almost the end of the arrival window so I had to call them, where they then told me it was running an hour late. Later on we still hadn't heard anything and continuously had to call to check up on the status of the truck, it arriving hours after we were initially told it would. Once everything arrived, multiple items were damaged, boxes labelled as fragile were stacked upside down and roughly thrown around and parts of furniture were missing that we had disassembled in order to take up less space.
Don't waste your money. I wish I had gone with someone who took our job seriously.

Before you consider booking with these guys, please read this carefully. This was easily the worst business I have ever had to deal with. In context, I have done many moves without any hiccups prior to this experience. My encounter was nothing short of terrible, and let me explain why.

I booked with Monarch, and they were quick to take my deposit. After paying this money, their communication was non-existent. I had booked for a specific date, as they had promised in their confirmation email. In the lead up, I did not receive a single follow up email with information of their arrival. I rang 10, 3, and 1 day(s) out to find out an estimated pick-up time. The reception could not give a clear answer, only that the driver would ring me in the morning to confirm a time. The day arrived and I heard nothing. After another 4 calls on my end, the driver rings at 5pm and says they cannot come today, with no sincere apology. They bluntly say that they will come sometime in the afternoon (the following day), but again without any specific arrival time.

The next day comes, and they arrive in the afternoon (again no call in the morning to confirm a time with me). The drivers were blunt, unfriendly, and at times rude. You could tell they did not want to work, and it showed in the way they ‘attempted’ to pack the track. I helped to move as much as I could outside and close to the truck to save time (with zero appreciation). Nearing the end of the move, it was obvious they were unable to fit all our stuff. The drivers’ apologised, then said they had to get on the road. Leaving myself and my partner stranded outside with our remaining belongings. I rang the company and was left on hold multiple times (this is at approx. 5pm. When we were meant to be on the road to move interstate as early as possible). Reception confirmed that the ‘truck manager’ would ring me back, and then left for the day. It wasn’t until 90 minutes later, the manager rings. The manager (who I won’t name) was rude, and clearly rang to save his own hide, rather than show support, apologies and solutions. He essentially blamed me for items not fitting onto the truck, and said that he would pick up the rest of our items “free of charge”, sometime in the evening the next day. As we were already late getting home (by 2 days now..), we decided to make our own plans to get the rest of our belongings home.

It is important to note that I emailed an update list of what was coming on the truck. I had no email response, so I rang the reception approx. 10 days out, who emphasised that there would be plenty of space for the extra items on the list (and there wasn’t..).

Monarch removalists left us stranded on the street, with essentially no accommodation, a trailer worth of our belongings, and no sympathy whatsoever. During the whole process, they were unprofessional, and could not care less about the customer. I cannot stress this enough, DO NOT go with this company. Do your research and spend a bit more money to go with a high quality service. An interstate move is stressful enough – don’t let this add to your worries.

Also important to point out – the removalists ended up breaking the lift at the storage facility due to not following clear instruction. This will be something they will need to fund for repairs – how unfortunate. I cannot report on how my belongings have travelled, but based on how they packed everything, it is an area of concern.

Despite only a small move one bag of clothing went missing between VIC and NSW. The drivers on the day could not have been ruder, claiming it hadn't been picked up when It was clearly ticked off their manifest. We waited four weeks with head office at first acknowledging their error telling us "Ah yes, we dropped it off at the house prior to you - we
will redeliver it tomorrow", then the next day, and the next - still waiting and no sign of the bag. We get to now, four weeks later with nothing and so ask to lodge an insurance claim and then the story changes to "no - we never picked it up and we're not going to lodge an insurance claim for you" - this company (which is too legitimate a word for their operations) has an unprofessional nature, blatantly lies and has a complete disregard for the law - and an extra special mention and RIP to our 'relocation professional' who just decided to stop retuning calls or emails.

Our matter is now being investigated by VIC Fair Trade and a private solicitor. These sort of operators need to be stopped.

Avoid at all costs, period.

Amazing service - couldn't be happier with the pick up and the delivery - Moving is such a stressful process. I used Monarch for a Backload last year and was surprised at how easy the whole process was. Now that my move is permanent it was a no brainer to use Monarch again for the rest of the house. Simple, great communication, smiles, move made easy. Thanks again to the boys who's service was exceptional

Andy and his team were great
Made our move seamless and stress free
Nothing was too much trouble for them

Highly recommend

Our move was not a normal move. We were moving a second hand kitchen with all the worktops, appliances and units from storage to our house. I was concerned about them being able to do the move particularly the quartz worktops but they assured me that they would be able to do this. The guys doing the move were really great and very careful with the move especially considering the weight of the items. Upon arriving at the house one item was damaged, but they admitted to this a Keith the owner came round straight away to see what had happened. They agreed to pay for the damage and with the help of a local firm everything had been fixed in 4 days. I have to say that the service was great and very professional. My view is that customer service is determined by how a company respond with issues and based on how they dealt with us I've given a 5 star rating.