Clark & Rose

Avoid - Huge Claim, a whole lot of hassel to get paid

We moved with Clark and Rose in June of 2022. We had £18K worth of damage furniture claimed with them - a lot of broken items, tape wrapped around the furniture so that when it was removed, it took the finish with it, mold on furniture (which the latter isn't entirely their fault as the container leaked, but they still said that we weren't eligible for coverage for it even though we paid them £3K+ for marine insurance coverage. In the end, they said that they were the insured and not us and it was up to their discretion). It took us over 1 year to get this settled and we had to do it through an independent third party agency offered by the BAR. They initially offered us £4.5K to settle; we got £10K which was the max that we could get from the process at the end of June in 2023. If it wasn't the maximum that we could get awarded, I'm SURE that we would have been awarded for all £18K. They played a whole lot of games with us, especially Richard Clark. I would avoid them at all costs. Horrible, horrible experience and a completely untrained packing staff. If you are moving down the street, maybe they are alright?, but if you are moving overseas or anywhere beyond 5 miles, I would pick another moving company, just in case. With that said, if you do pick Clark & Rose due to their low prices, try to get a solicitor to look at the paperwork before you sign ANYTHING with them, and supervise EVERYTHING that they pack, especially your furniture!

Move size: 4+ Bedroom Home Service cost: £19500

Drove into our fence while trying to turn from neighbour's driveway, and when I confronted the driver he immediately denied it. He drove into it head on - got so close, paused and then lunged forward like he had selected a forward gear instead of reverse. No way he didn't see it or feel the impact. A colleague was very quick to arrive and contribute to the denial, and while I was walking away the driver shouted something about the "F'ing fence". Their vehicles look good and I thought Clark and Rose was a reputable company but they are clearly unprofessional, careless and untrustworthy.

Move size: Partial Move Service cost: £999

I have moved 3 times in as many years and C&R was hired to perform my most recent removals service. They were quoted 3 days to pack, move, unload, place and unpack our belongings to which they only performed half of the work. Pack/dump. When I say dump, this is what they did. They essentially dumped everything into our garage and left after 2 days. The crew was extremely disrespectful of our belongings (broke things to make them fit, crushed/crumpled pressed suits, stole crisps ate them then dumped the empty bags inside of packed linens..) the list goes on. The final straw was that the stole £14 from our seven year olds savings jars then refused to cop to it when interviewed. We have taken the poorly matter up with our relocation company, and have provided several pictures of the goings-on that occurred. They received the response that C&R will give us £250 for misc damage and the theft. We are still going back and forth to dispute the invoice. We have been in our new home for 4 weeks and still haven't sorted through the damaged items and carelessly packed belongings. For the cost, it would be better just to hire people off the street. Avoid this company at all costs!

Service cost: £3500

We moved house 6 weeks ago using Clark and Rose. They turned up nearly an hour late. After about an hour 3 of the 4 team went to the local garage for refreshments and were gone for a good 40 minutes. Despite someone coming out to estimate the van size there wasn't enough room in the lorry for our plants that were in pots. However, the move went ok, the lorry was unpacked and because we thought the team had done a good job we gave them extra cash to say thank you.
The next day we realised just what a good job they had done! I discovered that my wallet, its contents and a large sum of money had disappeared (despite being covered and well hidden in a drawer). I rang Clark and Rose to ask if the removal team had seen the wallet etc or moved it but nobody had seen anything!!
I know that the only people to have access to my wallet and money were the removal team. I reported it to the police as a crime. I have contacted Clark and Rose on 3 occasions and as of today have had no communication from them at all.
I have contacted the Removals Ombudsman and The British Association of Removers neither of which could help.
I feel completely let down by Clark and Rose. We trusted the removal team to come into our house and have been treated very badly.
I would suggest finding another removal firm.

Service cost: £1000

Completely inconsistent and arbitrary. Glassware was packed to survive drops from a great height, but furniture and art were treated in a slapdash fashion, resulting in gouges, scratches, multiple damaged frames - and smashed glass.

Although the repair work was eventually addressed, a request for compensation to address the time & energy required were met with a virtual middle finger. And never an apology in sight.

What a shame. When I used them 5 years ago (in partnership with JK Moving), they were brilliant. But now? More of a crap shoot.

Service cost: £3269

We took this company to move from paris to LA this summer! A disaster! I'm still waiting for my belongings, after 4 months when I've signed for 10 to 12 weeks!! Nobody keep us in the loop, answer us and is able to give us a date to deliver our moving ( although we schedule with our business to be deliver on a certain date!). I have two kids aged 1 and 3 years old, have no more clothes for the right age because MY LIFE is in this moving, but they doesn't seem to care about their clients. They doesn't care about anything to be honest! I live with plastic plates, the very few necessity while I'm waiting for all my stuffs, and I'm beginning to think that I will never receive them. T Take an other company even if it's more expensive, sometimes that's not a good idea to make cheaper choices.

Service cost: €2600

True feedback for any company is when things go wrong, and you see how they are willing to deal with the issue.

Unfortunately for me, I had to choose Clark and Rose for my international move ( full container) at the last minute due to some unforeseen circumstances and changes.

DO NOT fall for their initial impression and nice words! a man who is his own lawyer has a fool for a client

They packed the household items unprofessionally, chaotically, incompetently with cutting the corners as much they could, resulting in significant damages to items.

They handed over my household like a war zone with many damages. I have done a couple of international moves due to my work, and the level of care and packings were significantly better than what C&R did. For example, C&R just wrapped all dining chairs back seats with a piece of paper!! and left unsupported in the container. The chairs must have been grouped instead with extra cushioning around and put in a box. Two of them came completely snapped.

Beware of their mandatory insurance policy, which is severely skewed toward themselves to avoid paying any compensations, and they shamelessly do hold zero responsibility for how they pack items. In simple terms, they dump items in the container and blame the shipping company for all damages.

Other international movers have a minimum compensation per item regardless of the insurance level. They do not.

For even an insured item (the china cabinet ), they brought up many excuses and refused to pay the compensation. Their local partner could not fix the backboard of the china cabinet, and C&R ruled it is "only loosed and can be fixed".

Their local partner was even worse than them, they brought items chaotically and damaged the property and ignored all communication to get it repaired.

When I raised the issue with C&R, as the signee of the shipment contract, they shamelessly refused to accept the responsibility and told me it was my own problem to deal with them!!

An Absolut poor behaviour and practices, avoid this miserable company at all cost!

Move size: 2 Bedroom Home Service cost: £4000

I am writing this review because of a bad experience with a remover in the Aberdeen area and it may help others to avoid the distress and the damage as well as the time wasted sorting it all out. Initially everything looked very promising. The advisor who assessed the job and provided the estimate was very professional and gave various undertakings about the quality of the removal service. The team that moved us out of our home in Aberdeenshire were also professional and easy to work with. As is often the case, the problems were at the other end when our belongings were delivered to our new home. The assurances we had been given then mattered for nothing. The removal van was parked about 20 metres from the door of our cottage but the two removal men struggled to carry some of the items and a lack of fitness gave us real concern about the health of one of them. Without consulting us, they involved a local remover with a smaller van so that the distance from van to our home was reduced to about 10 metres. Transfer from the large van to the small one took place a few miles away in a lay-by. It soon became clear that treasured possessions had been thrown into the smaller van in a higglety pigglety way and many items were damaged in the process. At one point clothing items fell from a damaged box in the van onto the ground outside our home causing much amusement amongst the removers. The concerns we expressed went largely unheeded. As the unpacking started, the extent of the damage became more apparent. Items that had been cared for over the years were smashed, marked or broken. We saw one item when it was partially unpacked but it then disappeared altogether. Clark and Rose were later asked to investigate but that amounted to little more then asking the men if they had seen it which they denied. When the foreman wrote up his paper work, he placed his papers on a piece of antique furniture with no protection of its surface. His writing indented the surface and was easily seen and photographed (even along with his signature). Such behaviour reflected poorly on the training and attitudes within this company. When the company were contacted it became clear they had no proper complaints procedure and each person we spoke to tried to pass the buck to someone else. Only after much effort were we able to contact a senior manager but he, too, showed little concern. It was seen as simply an insurance matter. Insurance helped to put right some of the problems but many of our possessions will never be restored to their condition before the move. We felt that the breaking of trust, the evident poor training, the apparent removal of one of our possessions and the shoddy treatment of goods when we moved in were very clear violations of the BAR Code of Conduct. BAR, however, is adept at protecting its members at any cost with an amazing collection of ruses - demanding voluminous documentation including photographs, then losing the documention, forgetting to respond, and when eventually it was persuaded to conduct an enquiry, denying the customer access to the findings.  Our greatest regret is that we had not given our business to another remover in Aberdeen which has a long and illustrious history. We did this on grounds of cost but that was a big mistake.

Service cost: £2544