Late & miscommunication
Late Arrival: The movers did not arrive during the scheduled time window of 2–3 PM. It was difficult to find the right point of contact, and after eventually reaching Bellhop customer care, I was told they would follow up. Miscommunication: In the meantime, I located the assigned company’s name in the dashboard but had to search for that provider emergency contact number online myself (we should be provided a contact number with the actual company doing the moving.) When I spoke with them directly, they incorrectly stated that my moving truck had broken down and the service was cancelled for the day—which was completely untrue, and clearly a mix-up with another service booking. They apologized and said they would locate 2 movers ASAP. 2 movers arrived approximately 4:45 PM. Unprepared Crew: The movers arrived under the impression they were moving 1 single item, not an entire 4-bedroom household of furniture. They brought no tools to disassemble furniture and were generally unprepared for the scope of the job. They had also already completed 2 other moves that day and were tired and not in a positive mind to spend the next 2 hours working on a Saturday evening. Poor Handling and Oversight: My partner and I had to cover with provided packing blankets and strategically pack furniture ourselves as the movers were not packing efficiently enough for us to add in boxes. When they claimed the job was complete, I had to point out they forgot a TV, nightstands, headboard & footboard. They also missed a dresser mirror and bed parts from another bedroom - which we only discovered after they left. Unfortunately those items no longer fit since we had already been packing other items to complete the space when they said they got everything. Book direct with a reputable company in the future.