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Ali B
2023.12.22
Avoid. Charged me for storing someone else's belongings and when the error was discovered refused to refund my money despite repeated requests. I also note the aggressive response to negative user experiences on Trust Pilot - I'm sure I'll get the same.
Dear Ali,
I understand that you were disappointed with the outcome of your storage query, and for that, we apologise. Your storage items were collected as part of a decant project instructed by our client, who signed the necessary documents and the storage inventory form that listed and confirmed the items we collected.. We provided a competitive storage quotation when the contractual obligation ended, which you accepted. However, upon the re-delivery of your storage goods, you informed us that the collected items were not yours. We want to clarify that as a trusted contractor, we relied on our client's instructions without questioning or validating the ownership. If any error occurred, it was on our client's part, not Inline Removals'. Regarding the storage charges, it's important to note that we only charged you for 16 weeks out of the 23 weeks from February to July, resulting in a savings of £100.80. Additionally, we re-delivered your goods free of charge, saving you £336.00. In your email, you mentioned different items that were allegedly collected by another mover in 2018 and confirmed as lost. Any questions or queries you had were promptly answered and accompanied by relevant documents. We appreciate your feedback and take complaints seriously, always working towards a quick and successful resolution. Inline Removals remains committed to providing excellent customer service, as outlined in our Customer Satisfaction Policy. We believe that we have acted reasonably and in good faith throughout this matter. Please feel free to contact us if you would like to discuss this further.