Awful experience. Pick up time changed three times. Didn't show up on agreed day or initiate communication. Didn't bubble wrap valuable heirloom as agreed (twice). Damage occurred in transit, unacknowledged. Tried to get cash payment from delivery address despite prior arrangement to pay online. Lied, saying they couldn't leave site until payment was made (had already left), then threatened to take the heirloom back until payment made. Renegotiated acceptable payment in writing, which was paid, then rang later and tried to fight over the money and damages. No apology or acceptance of responsibility, only accusations, lies and rudeness.
Response from Vatuvei Movers
I can't believe this customer. I wish I had never quoted her for a one-item move. I tried to contact her the day before her move date to confirm, but she never got back to me. The next morning, we ended up doing her move at the booked time, and when we picked up the item, the customer at the pickup confirmed that there were some scratches that they both knew about. When I got to the drop-off address, my customer wasn't there, but her sister was. I asked her for the payment, and she said she wasn't the one making the payment. So, I rang my customer, but she never answered her phone. She texted saying she wouldn't pay the full amount because of the damage. I phoned her at the end of the day, and she finally answered. I explained to her about the damages that the person she bought from knew about before moving, but she wasn't listening and told me she wasn't going to pay the full amount. I told her that's okay, I just wanted her to understand that we didn't cause the damages; they were already there when we picked up the item.
![The cost of living in Hamilton [2026]](https://cdn.wisemove.co.nz/image/blog/cc68a61bd02361285bbca5ee1d5feda6.jpeg "The cost of living in Hamilton [2026]")
