New Zealand Van Lines Ltd

Household goods uplifted from New Zealand, on timeframe with office staff and removalists being upfront, honest and approachable. Waiting on arrival and then custom clearance to receive our goods. The email updates have been a blessing

We have had an unfortunate experience as NZ Van Lines have not upheld their contractual obligations. We’ve moved from the US to NZ. Nearly all our belongings were already packed from a previous move and we were told numerous times all would be repacked by the movers with their own boxes and packing materials and a detailed list of belongings would be made for customs. Those costs were included in our quote. We had very polite and courteous packers but they repacked very little and used all the boxes we had packed ourselves from our previous move. We were promised professional, boxed packaging of three expensive bikes. (The bikes arrived with only torn, shredded brown packing paper around them.) The day after our things were picked up we received an email saying we needed a detailed list of belongings. Very confusing as we were told they would make that list. When our belongings arrived in NZ we were then told we had to pay $1800 over the agreed upon contractual price in order to receive our things as they had incorrectly assessed the volume. They did two separate video surveys with our belongings already boxed and all together so am unsure how their estimation was so far off. Our belongings arrived about three weeks after our target date- not a problem as I believe it must be very difficult to time things when shipping internationally. When our things arrived at our new home, again we had friendly, courteous movers. But they just dropped our belongings off. The contract states they will unpack items and remove packing materials the day of delivery. That did not happen. I was told to do the unpacking myself and to contact NZ Van Lines when we were done unpacking to have the material and boxes removed. So alright, we unpacked everything ourselves that evening and let them know the packing materials were ready to be removed. That was over a week ago. The garage is unusable due to the massive amounts of packing debris. And they keep telling me they are “working” on getting it removed. It was supposed to be removed the day of delivery per the contract. There is also an entire box of our items that has gone missing and my requests for information on that have not garnered anything past the fact that they agree it is missing. There were several irreparably broken items (all from the few things they boxed up) and I’ve asked several times about how to file a claim but it’s apparent I’m being left to my own devices on that. Please do your homework on this company. If you simply google “NZ Van Lines reviews”, you will get so much more than the Trust Pilot reviews they steer you toward. Heck, someone was so dismayed they bought the domain https://www.newzealandvanlines.com (as opposed to the actual website of the company https://nzvanlines.co.nz) to warn people off using them. We certainly wish we had been more careful and we regret having used them.

We moved just before the general lock down at the beginning of October 2021. We were told that the container would arrive and all our belongings would be locked in and then unlocked in our presence in Australia. We were told that we had to be in Australia before the container could be sent as storage fees in Australia were very high. We were also told that family members were not allowed to accept or sign for the shipment it had to be us. So what really happened. Container arrived was packed and then locked, in our presence. All flights were cancelled and we were stuck in New Zealand until mid December when we finally got out. During this time our container was in storage with New Zealand Van Lines. Our container was a sea container, apparently there is a shortage, so our container was unpacked, our stuff moved into storage and then nine weeks later repacked in a sea container, all without our knowledge. We Arrived in Australia and told them to send our consignment. We were contacted by the agent who works for the Kent Relocation Group and looks after imports to Brisbane. (We subsequently found out that she was based was in Sydney.) Via text and e-mail we asked when and where we should be for the unlocking and acceptance of our consignment. "Oh no you can't be there it's in a customs bonded area and the Department of Agriculture (Quarantine) will perform a mandatory inspection on your shipment. We will assist the Quarantine officer with this inspection at our bonded warehouse. So much for "We had to be there". So again our consignment is unpacked, examined and repacked in yet another contained for delivery to our home on or about the 25th February where we finally signed for its delivery. Two months without the furniture that could have been in our home when we arrived. I could go on about the Department of Agriculture (Quarantine), but suffice to say that mistaking plastic for egg shells (I kid you not) and making us pay for the privilege of cleaning thereof............... one can only question. We had paid for the unpacking and placing of furniture in the house, but the crew who did the delivery seemed in such a hurry, dropping things from the back of the truck, that we just got them to lift the heavy stuff into the house and leave the sealed stuff in their boxes. for us to CAREFULLY unpack. We have moved internationally six times, and unless you have a situation where only one container does all the work and you can be present at it's opening with customs and agriculture, it's going to be a nightmare.

Unprofessional packers and our goods arrived broken and smas

Do not use this company. Our goods were packed by untrained young staff and consequently arrived smashed and broken in Australia. We had to wait weeks to be notified by the Australian partner company after our enquiries that our goods were to be delivered. I think they had forgotten us. They had assured us that they could handle shipping of machinery but our beautiful Myford 7 lathe which was only bubble wrapped (!) had been dropped and smashed beyond repair, likewise the vintage irreplaceable drill press. All the boxes had been squashed and we are still discovering damage as we unpack. Thank goodness we took insurance which has paid us but cannot replace the vintage items. This is heartbreaking on arrival to a new country and when I think of pioneer settlers who shipped grand pianos and such from Scotland to New Zealand unscathed on sailing ships around Cape Horn in the 19th century, you have to ask what the hell is wrong with this shipping company? Do not risk your goods - use somebody else.

Broken and lost items VERY RUDE Staff

Do not use this company under any circumstances. The lost 2 boxes and a large item of furniture.
They turned up a day early also (a disaster when waiting for settlement). Also they broke most of my antique china

When I contacted them I was abused by the manager of the Wellington Branch and they refused to give me Head office contact details. They said they would investagate but 3 weeks later I gave up and contacted another branch and got the same attitude and no resolution. We are now going to the Disuptes Tribunal.

AVIOD NZ VANLINES

Hassle free and on time

On time for pickup and drop off. Carefull and efficient packers, loaders and offloaders.

Absolutely amazing

I was absolutely amazed by how easy NZ Van lines made my move to Australia. I couldn't believe how cheap they were compared to the other quotes I received so I kept thinking once I get to Aus I'll probably have to more money but I didn't. I was updated the entire time about where my stuff was & the receiving company in Aus was great too. The movers that delivered our furniture to our new home in Aus were amazed at how well our furniture was wrapped, everything arrived in perfect condition.
Thank you NZ Van Lines, I'm truly one very happy customer.

New Zealand Van Lines Ltd

The move has not yet taken place (pick up of our household goods is scheduled for 8th March).
However, service so far has been excellent.

New Zealand Van Lines Ltd

I was not impressed told delivery would be 10 am - 12pm did not arrive phoned and was told the driver said he was at the home dropping items off. He then turned up approx 2. 15pm it was raining. When checked items found that a box of kitchen items were missing been in touch with the company no help just said we will look out for the box no follow up . very disappointing will not recommend them to anyone

New Zealand Van Lines Ltd

The company representative arrived at my home prepared, was well informed and able to give me a rough estimate. He was lovely to deal with and I had total confidence that he knew what he was doing. He was not pushy and just gave me the facts. The office lady was also efficient and great to deal with. The day of the move the guys all introduced themselves before packing up the house and were very efficient. All our stuff arrived on time and in tacked. We have had no issues, this was the first move where nothing got damaged. All in all it was a painless process

New Zealand Van Lines Ltd

Everything went smoothly! Super friendly mover came to my house and was so helpful with packing. Only one item damaged (a very large frame - not surprised the glass broke between NZ and Nepal) but everything else arrived in perfect condition. Communication was easy and the local agent they appointed for the delivery at this end got through all the admin faster and easier than I could have even hoped. Very happy!