Bournes Moves

Bournes is a well-established company and, as such, provides clients with efficient and timely services. Their representatives, be it the delivery, office or warehouse personnel, are committed to providing a first-class customer experience. Timelines were honoured, communication was clear and all left clean and tidy. The personnel were without question, polite and helpful. I would not hesitate to recommend this company.

The customer service we received from Bournes Moves exceeded our expectations. The crew were professional, friendly, and efficient, going above and beyond to help in the day. The support from head office was excellent, and Alexandra was contactable throughout the day, and provided good follow-up service to ensure we were happy with the removal process.

After obtaining three quotes for my move and making each removal company fully aware of the nature of the move, I chose to use Bournes. The estimate included wrapping and moving a heavy stone sculpture, pictures, books and some furniture. On the day of the move the crew had not been briefed about the nature of the move, neither did they comply with the express condition that the stone sculpture should be wrapped which would have protected it when it was later dropped. On arrival at the destination property the crew refused to deliver the sculpture to the rear garden. Subsequent calls to Bournes, and with the help of Which Trusted Traders, eventually resulted in Bournes agreeing to send a crew who were in the area to complete the move. And we agreed that this would take place by the end of June. At the end of June Bournes changed their decision and instead offered me £50 as a good will gesture. This I declined as the cost of bringing in another removal company to complete the work was £180. Weeks went by, and despite the best endeavours of Which Trusted Traders and later on BAR, Bournes continually dragged their feet in replying, neither offering me £180 or issuing a deadlock letter for the Ombudsman. After three months Bournes increased the goodwill offer to £180 which I accepted In my opinion Bournes were not only in breach of my contract with them but also fell far short of the compliance codes of both Which Trusted Traders and BAR.

I have used Bournes for 3 separate legs of a recent home move from SE London to the Sussex coast, including their packing and storage services. From first contact they have been professional and reliable and I’m sure they made moving less stressful than it otherwise could have been. Whilst other firms were requesting that we compile our own inventory (a nightmare) or shoot a video, Bournes visited and completed their own survey. All admin was handled efficiently and the removal team were excellent. It may have been slightly more expensive than other firms but we felt in safe hands and they proved it was worth the extra cost.

The whole process was organised well at each stage by Bournes (Move manager Cristina who was very efficient and friendly) obviously there were the added obstacles of Covid conditions. But each stage was handled professionally and efficiently. We were very pleased with the way everything went smoothly. Particularly final stage with only two crew members who dealt with job well.

Both the Bourne removal men were very polite and extremely careful in packing all of my contents for me before my move to my new address, I give them 10/10

Our move was dealt with in a very professional yet friendly way. All the staff we dealt with were very helpful and polite. Considering we had to move in the middle of a global pandemic I was expecting a few problems, there were none. The collection was on time and delivery was as expected. We were kept informed all the way of our shipments progress. Pricing was very competitive and below what I was expecting. All in all a first class service and I would highly recommend Bournes for international moves.

Bournes moved us on 5th / 6th October. The staff were friendly and helpful and everything went as planned. They packed everything well and unloaded our belongings quickly and efficiently. They came to pick up the empty boxes within a week, as arranged

Review space is limited and there are lots of good things to say so here are some highlights from our most recent experience with Bournes. - They understood our urgency (2 weeks exchange to completion) and were ready and willing to help and fit in with our dates. - Personal service. We dealt with the same people throughout. - Complicated move. Some items going to our new rental house and some into storage. Bournes were so patient while we dithered about what was going where. - Made sure we had enough packing materials for us to do our own packing and collected afterwards. - Nothing too much trouble. Moving stuff from room to room in our new home while we figured out what should go where. - Expert packers. It turned out that our storage unit was far too small for all our junk but Bournes were expert packers and squeezed everything in. - Made a stressful experience quite entertaining and almost fun on move day; the guys were so friendly and helpful and very funny. - They were such hard workers with non-stop activity over two days. - Good communications so that we fully informed and engaged throughout. - Very fair price for all the work that was involved. This was our second highly satisfactory experience using Bournes. We can thoroughly recommend their services and will certainly be using them again next time we move.

Our house contents were packed by Bournes in November 2019 and put into storage until mid-May 2020 due to major house rectification work. Initially it seemed that Bournes were carrying out an effective service. When our belongings were returned we found a considerable number of items had suffered damage with some beyond repair. The insurance cover provided by Bournes paid a little under 20% of our damages claim. In addition we found that a box of very expensive specialised audio cables and fittings had not been returned. This box was "packed by owner" due to the requirement of the special protection required for the contents. A list of contents was plasticised and taped securely to the outside of the box. Our replacement value claim of £3,133.20 (proven with original receipts and full current day cost information) was considered by the insurers appointed International Claims Agency (ICA) of Ramsgate in Kent and duly dismissed as not being covered due to the box being packed by owner, how on earth being packed by owner impacts when items disappear is a little beyond me. Nonetheless, it seems that the final decision by ICA is unchangeable and we must suffer the loss without compensation. Bournes have also been very silent and not offered any assistance, comment nor after-care. I would not recommend this trader nor their insurers.