Nightmare Company Backloads.com
Customers beware! If you are considering using Backloads.com to move your furniture you may want to read on about our experience earlier this year. Beware also that this trader operates under a few names (see below).
The company did provide us with the cheapest quote, however it came at a great cost to us in the long run.
Our goods should have taken 7-10 days to deliver consistent with what their website says but it took 26 days and only because we contacted them daily after two weeks demanding our goods. You should note not ONCE did this company advise us that the goods would be late, why they were late, not ONCE did they return calls or emails. The staff were unhelpful and rude, as were management, who advised us we just needed to wait until a driver contacted us a day before delivery which they could not tell me when this would occur. One of the managers even became abusive and swore at us when we continued to call to see where our goods were.
When our goods finally arrived 26 days later a lot of our boxes were dented and wet in parts, so were our suitcases. We had other damages including a performance bicycle badly scratched and chafed, both bikes had been dismantled against our wishes, a television panel had been ripped off, a tv trolley was damaged and our mattress was ripped in two places.
We had paid for the top transit protection cover they offered. We were advised we could make a claim for damaged goods up to 7 days after delivery which we did promptly. Two weeks later we received forms that we needed to fill in asking for every item transported and its approximate cost. We also had to go and find our own quotes and prices for the repair/replacement. We also had to provide evidence of purchase and photographic evidence of the damage. We did all that and sent the claim.
Again after weeks of not hearing anything we began our nightmare run of calling and sending follow up emails. Again not once did the company contact us to let us know what was happening. The claims department refused to take our calls, staff would hang up or pass us on to management who advised us that the claims department would not talk to us over the phone and the only communication we would receive from them will be in writing. We called/emailed this company over 30 times without success.
Three months later we received a letter simply stating because I had signed for the goods I had accepted the goods were in good condition by signing for them and therefore they were not accepting liability. Read the small print, if you sign they have a small disclaimer under the signature that states received in good condition and order.
We are currently seeking legal advice to instigate legal proceedings against them.
We are not the only ones. In our investigations we found this quote from Consumer Affairs Victoria's 2006 annual report:
"Interstate Taxi Trucks/Regal Removals/ Backloads.com/Cobb & Co CAV continues to receive complaints concerning this trader, alleging goods damaged in transit, loss of property, delays in collection and/or delivery, and under-quoting.
Consumers report that their complaints are not dealt with appropriately and that staff and the company owner are often rude and unhelpful. This trader has been inflexible when contacted by CAV and at the end of the financial year was under investigation."
Anyone that has had a similar experience with this company or wishes to know more please email me.