"Professional packing but mixed moving experience"

We used the two-day pack and move service from Burke & Wills as although we weren't moving far, after a stressful buying process we didn't want to have to worry about the move itself.

Jason did a great job surveying the flat via video call – he was very thorough and it meant that it was clear what was being packed and moved, including garden furniture and some garden pots. Burke & Wills also arranged the parking suspensions at both ends, and collected the flattened boxes a couple of weeks after we had moved.

The guys who did the packing the day before the move were very professional and efficient. Items were well packaged and we didn't have any breakages.

The day of the move itself, the team turned up on time and quickly started getting things into the vans. A flat tyre would have been cause for concern but the guys dealt with it quickly and professionally and it didn't delay the move.

When we got to the other end and picked up the keys the team was quick to start getting things out of the vans and into the house.

However we were disappointed that once everything was in the new property, we noticed a large oak wardrobe had gained some prominent scratches to the front doors, and one of the bookshelves had been reassembled back-to-front.

Before signing off the work I raised these issues – the bookshelf was fixed and one of the movers took photographs of the damage to the wardrobe. Unfortunately I thought that there hadn't been the same level of care shown on the day of the move itself as there had been when packing things the day before, and that there had been some rushing to get the job finished.

We were told that there would be follow up regarding the scratches to the wardrobe, and I was therefore disappointed that we never had any acknowledgement of the damage.

"Lost items and didn’t pay out "

I have had a poor experience with this company. I itemised 4 items I wanted removing from the flat with photos before a flat renovation and explained to leave the rest as they were to be thrown out. I took out the extra insurance to cover lost or damage of products. The company lost very expensive curtains and only have 3 items in storage. The company are refusing to claim on their insurance for the lost items.

"Broke items and affiliate with an insurer that will not pay."

B&W were not the cheapest of providers we received qutoes from, but seemed the most professional so we used them in our London move. The office recommended an insurer for the move, which we took up and paid the premium for. The removalists broke a glass lamp which the insurer recommended by B&W refused to claim as the lamp was too old (it was a designer lamp intended to keep for life). Despite lodging a complaint, the insurers continue to deny replacing the lamp, citing its age. I strongly advise anyone from using B&W as long as they recommend an insurer that does not pay out claims.

"Would absolutely recommend! "

This was our first time having a company pack for us and they really did take all the stress out of it. Across the two days of packing and then actual removals into new house, Adam and his team (we met I think 6 of them in total) were friendly, efficient, professional and nothing was too much trouble. I would absolutely recommend them!

"Friendly, efficient and careful"

This is the first time we’ve professional movers as I’ve previously been in a position where I could shuttle back and forth in a car to move from flat to flat. Given this was a larger move with furniture we opted to get a few quotes for packing everything up and moving it to our new home. It’s certainly not cheap but definitely worth the money.

One man turned up the day before the move and packed everything up for us. He was incredibly quick and thoughtful, leaving out a few things he thought we’d want in the morning, like the coffee machine and a couple of mugs.

The next morning, a team turned up and shuttled everything into the lorry, again incredibly quickly. Everything has arrived safely (so far, we are still unpacking!) and it’s been the least stressful move to date. Would 100% recommend. A really lovely bunch of lads.

"A very bad and costly experience"

The proof of a professional company occurs when things go wrong. My experience was THINGS WENT WRONG and Burke & Wills showed they are not professional, reputible or customer aware. The only item I had packed by Burke & Wills was the one that caused me all my problems. The item a Canon Pixma Pro9500 colour printer. I was very clear to the removal team asking them to pack this printer as I was unsure the best method of transportation. They chose to loosely wrap it in bubble wrap place its in a standard box where it was not packed tightly to avoid movement and with no marking or arrows as to the way up or the contents of the box, this was their method of professional packing. When I unpacked the printer unknown to me the ink had seriously leaked in the packing and when removed spilt over my carpet. A call to them immediately and I was offered an apology and a professional cleaner to come to remove the ink stains. This initially showed they cared took some responsibility, how wrong I was! The result was the cleaners they sent made the situation worse by damaging the carpet with severe rubbing and not removing the stains. Over weeks of emails, never a phone call by management with an apology, they take no responsibility with the excuse being I opted not to take their insurance. I accept this as this was a move within London and a very simple job so I saw no need. The reality is they have taken no responsibility for their staff not packing the item correctly which caused the problem. In the opinion of Burke & Wills you as the customer have to take insurance to protect yourself against their staff not being trained how to pack and transport items. I am £1400 worse off for carpet and printer replacement. They offered me a £40 compensation, which I declined asking them to give it to a charity. Previously I have used Gentleman and A Van who have always provided the most professional service resulting in me never having an issue. My mistake this time was to choose Burke & Wills. Life is tough and we are all swimming against the tide at times and it is in these times that kindness and empathy go a long way, this is in short supply when you deal with Burke & Wills. Take a good look at who you are as a company Burke & Wills, rather than sending customers the fine print of a contract seek to care and think about how you should handle a difficult situation not hiding behind the small print, be more generous.

"In typical lastminute dot com fashion…"

In typical lastminute dot com fashion we were moving from a flat and a storage unit but hadn’t sorted our removal people until the almost last moment. Trawling several comparison sites and search engine we came across Burke & Wills who had great reviews and operated in our postcode. After an initial call with Greg we arranged a video walkthrough of our flat and oh my, Greg was thorough. He made me open every cupboard and wardrobe we had so that he could effectively assess how much stuff we had. Having done close to 10 of these calls in about 3 days he was the only one who was this thorough. And it didn’t stop there. Even before we decided to engage Burke & Wills we received lots of useful information from Greg which other companies hadn’t told us or we hadn’t read on the internet. The calls with Greg and subsequent email messages really boosted our confidence that Burke & Wills were the right removal company for us. We chose the additional packing service which meant that on the day all we needed to do was ensure their van could park as close to the apartment entrance as possible and give the guys a quick run-through of the flat. Our flat was packed up and loaded super quick and the pick up from the nearby storage unit also went super smooth. At the other end the unloading went equally as smooth, even though the guys had to lug tons of stuff up several flights of stairs and had to park a little further away. We were very happy with the service provided and having chosen the packing option had the most stress-free moving day we could have wished for. We absolutely recommend Burke & Wills to anyone who is looking for a professional and friendly removal company.

"Avoid Avoid Avoid!"

Avoid Avoid Avoid!

On 7 February 2022 these cowboys dropped an expensive sideboard and broke the legs.

Burke & Wills pass you along to deal with the insurer, International Claims Agency, ICA and wash their hands of the matter. Terrible communication and after sales service!

ICA then passes you along and request that you deal with their restorer, Farcroft Group.

On 14 March 2022 I called Farcroft Group and they had not started any works because Burke & Wills had not even delivered the sideboard to them.

Two weeks thereafter Farcroft Group receives the sideboard but do not have the parts to commence work. They promised to provide me with the technical specifications of the parts so as to ensure it matches that of the original.

It is now over two months since the damage was caused and I have still not received the sideboard nor can anyone provide an indication as to when I might receive the item.

All in all, one is better off dealing with a proper removal company that actually understands the meaning of customer care.

"We had a brilliant experience with…"

We had a brilliant experience with Burke & Wills. Our flat was mostly packed and loaded the day before our move with the last few bits on the morning. They arranged parking suspension and unloaded everything quickly. Having them break down and make up our furniture in the new place was really helpful. Not a single thing was broken when we were unpacking. The team were friendly and polite throughout.

"Very understanding company"

We wanted to use this company but because of circumstances beyond our control, and through no fault of the company, we had to go elsewhere. We found the company to be very accommodating and understanding about our needs.