White and Company

This may be a lengthy review but please read it.

Paid White and Company to move our belongings from our existing house into their storage facility and then onto our new house a few weeks later. Also paid them a further £390 for their insurance to cover both our moves and also for the storage period.

We decided to pack and box our own possessions given that the reviews of White and Co’s packing service had not been particularly complimentary; small items were carefully wrapped and placed using bubble wrap in storage boxes that White and Co provided and larger items of furniture were protected in multi-layer bubble wrap and then covered with a layer of thick packing grade cardboard and duct tape.

Upon delivery of our belongings we discovered that ten items, primarily furniture, but also including an expensive Bose hi-fi speaker which appeared to have been dropped, had been damaged.

After numerous chasing emails to them and finally after waiting nearly three months, we were informed that due to the fact that we had carried out our own packing, our belongings, albeit with the exception of a couple of items that White and Co themselves had placed within plastic bags, we were not actually insured against damage!

They referred us to their small print contained within a page of thirty four specific insurance clauses which were sent to us as part of sixteen pages of contradictory contract documentation and which stated that our belongings were only actually insured if one of their vehicles was involved in an accident or overturned!!!

White and Co had therefore taken our £390 knowing full well that our entire possessions were never actually covered for such things as basic damage, theft, flood, fire etc (ie all of the risks that one might want to actually insure against), at any time during our moves or whilst in storage.

We therefore took them to court for breach of contract and their failure to meet their contractual obligations as a ‘supposed’ professional removals company and to use care and diligence to carefully move and store our belongings. Unfortunately, although we were successful with our claim, after taking into account court fees, our settlement only covered a fraction of the replacement cost of the damaged items!

The basis of White and Company’s defence in court was effectively that the items that were damaged were done so prior to our wrapping / packing and we had covered up this damage in order to claim against their insurance! They also ridiculously stated that we should have photographed every item prior to packing in order to prove that nothing was damaged beforehand!!

The moral of the story. Firstly, based upon our experience we would suggest employing someone else; any company that can manage to damage ten items clearly can’t be that diligent or professional! Secondly, if despite this review you really do feel the need to use this company, irrespective of whether they pack your belongings or you pack yourself, make sure that you have agreed the condition of everything with them before anything is covered up. Finally, if you do decide to pack yourself, their insurance is pretty much worthless, so use an independent company to ensure adequate cover.

Would just conclude by saying that even after the settlement, the manager from White and Co who attended court could not even bring himself to offer any semblance of an apology, but chose instead to major upon how much time he had lost and how far he’d had to travel to attend court! Perhaps his company should have provided a better service in the first place!

Make up your own mind, but you have been warned!!!

Move size: 4 Bedroom Home Service cost: £3892

This unethical company with no legal right or even a signature, arranged for their agents to enter my property abroad to take all of my lawfully owned possessions.

Yes, you read that right no signature just someone with no authority told them to do it. After depriving me of all of my possessions, they refused to tell me where they had taken them and pathetically claimed that someone told them to do it. Their complaints process is a cover-up.

Whites, do not like to be told the truth, let's look at the undisputed facts:

You say the government told you to do it. They cannot authorise you to take my goods without my permission as it's against the law.

So you seem to be not telling the truth.

Did the Gov own my goods? No

Did you have the homeowner's permission? No

Did you have a signature? No

Did you have a signature from my employee? No

Did you take the homeowner's possessions without the owner's permission? Yes

Did you know the homeowner was threatened to sign Customs forms? Yes

Did you refuse to tell the homeowner where you were keeping his possessions? Yes

Did the local removal firm tell you this was theft in their emails? (that I have a copy of) Yes

Whites ineptly says this is not theft, let’s let other reviewers decide.

Whites sent people into my house without permission or legal authority and took all of my possessions.

What would you call it? Stealthy removals? The Gov website on the Theft Act 1968 says the following:

A person is guilty of theft if he dishonestly appropriates property belonging to another with the intention of permanently depriving the other of it; and “thief” and “steal” shall be construed accordingly.

I tried to speak to your department to discuss it, but you just blame everyone else you’re meant to be a removal company and follow the law. you did not.

Move size: 4+ Bedroom Home Service cost: £1000

This was a domestic move. The crew came to pick up the contents of our home in snow on 19th March 2013 in Aberdeenshire and dropped off the household shipment in Cheltenham Gloucestershire in driving raqin on 22nd March 2013. The guys were top notch and I have nothing but praise for them working in the most appauling weather conditions. In every respect these guys were outstanding and great to work with. Based on my experience I would recommend White and Company unreservedly and would have no hestitation to use them again.

Service cost: £3000

This is the second time we’ve had to use Whites. The first was an international move (Falklands) and the second within UK. Unfortunately this latest move was even poorer than the first. Whites successfully managed to damage, chip, scratch or break (a leg was actually broken off a dressing table) almost every piece of furniture, some of which were very expensive. Packing was absolutely appalling and little care, attention or respect was given to our belongings; it’s a miracle more wasn’t destroyed. Whites were in denial of our direct feedback, insisting they were a great company with highly skilled workmen, and just directed us to claim off our own insurance company. Very poor professional and customer service, avoid at all costs if you have a choice of who to use.
(NB please note service cost has been approximated based on prior knowledge given White and Co were contracted through an intermediary company to provide our service).

Service cost: £4000

The delivery destination at the top of this is wrong as USA is not an option! Having had an excellent experience with someone from the department dealing with stuff coming into UK I used the company for our shipment from UK to USA. I wish I'd read the reviews on this page, might have not made that decision. I've done 5 international moves in the last 15 years so I know what's what and have reasonable expectations. So what went wrong The estimate was wrong in terms of volume The people who came to pack were under equipped with materials and transport. They were careless, slow and used more packing material than necessary. The inventory they wrote was worthless, the cutlery was in a box marked pictures!!  They stuck packing tape directly on to antique furniture. When the stuff was assessed in the warehouse the volume and therefore price were double what was quoted. When I complained they "remeasured" it and surprise, surprise it was wrong the first time saving me 600 pounds. The shipment was delayed some poor wretch in the admin department told me that "somehow it got across my desk without me seeing it". The agents in America were even more useless, damaged some furniture in the partial unpack, I'd paid for a full unpack but the guys were so inept and hell bent on getting back to NYC I let them go. They failed to deliver 3 boxes and argued with me when I said they had not been taken off the lorry, promised they were in the house - they weren't. After dealing with a guy in the regional office I've now taken my complaint to HQ; after 4 days they have not even acknowledged it. Do yourself a favour and avoid White and Co to do your removal.

Service cost: £4000

White and co moved the previous home owners out and in the process somehow they managed to drop something down the stairs hence damaging the wall quite badly, ( Not something you really want to hear when moving in to your first home together) they admitted liability straight away, couldn’t not really, 1 phone call to their office I was informed “oh the manager who’s dealing with this is on another call” can I take your number and they will call you back, did I receive a call, OF COURSE NOT, second call and yep guess what he’s on the phone again same response I’ll get him to call you straight back to which I informed them they had actually said this last time I called, and yep you’ve guessed it AGAIN NO CALL back, we contacted our solicitors who we used during the purchase who then sent us an email saying White and co would call us the next day GUESS WHAT NO CALL!! it’s now been nearly 2 months since this happened with no contact at all, (Terrible customer service) are you hoping we will forget about it and just get it repaired at our own expense SORRY NOT GONNA HAPPEN, YOU did the damage YOU fix and pay for the damage, I would never recommend you as a removal company to anyone because the care and service is second rate.

Service cost: £1000

The removal from Maidstone was due to be completed over 18th & 19th July with the items being delivered to Dorset on 19th July PM.
However, due to issues with the ‘chain’ this had to be amended and did not happen until 21st July.
On 18th July two removal men from White & Co. arrived to ‘pack us up’ – I was informed by one of them, ‘there should have been three of them but one had gone sick’ – and from the comments they made put the two men under pressure to pack the items in the time they had. One continually complained about the time given (in fact he spent the first 30 minutes complaining about White & Co.) He felt three days should have been allowed to move from Maidstone to Dorset – (he also complained about taking the motorbike due its size and continually criticised the salesman) – although he did take great care in loading my bike which I duly observed.

It is also noted that items that were loaded were not protected against damage I.e. the two sofas were loaded on their ends (a large foot print is visible on the side of one of the sofas!) without any protection, the plasma TV was covered with a blanket and not the proper TV packaging. This is clear that the items were hurriedly packed noting that there was a 30% reduction in work force and the fact that one of the packers commented that it was a ‘3-day job’ (at this point none of us were aware that we would not be moving to Dorset the following day)

It is also confirmed that I was advised that the plants, tubs etc. would be covered by insurance as your representative confirmed at the time of his visit – so I have no reasons to doubt otherwise and accepted this in good faith. I was also told that all items would be properly packed with the relevant protection for each item – clearly this was not the case – this is irrespective of whether the goods were delayed in delivery or not.

In the interim White & Co took everything to their Waltham Cross depot. I understand all items were unloaded from one vehicle to another due to the lorry that was first booked for the original removal dates was required elsewhere. For that reason, I have not completed section 3 of the attached form as I am not aware that any inventory was taken when the goods went to Waltham Cross if and when, items were unloaded. The additional premium was duly paid to cover the delay and additional costs incurred.

On 22nd July most of the household items arrived, at which point I was advised that the garden plants and tubs etc. were not on the delivery. Numerous phone calls later, made by myself, I was advised that these would not be delivered until 29th July. (I gather some of the items were still in Waltham Cross, the others in Winchester)

The delivery driver on 22nd July took numerous photos on his phone to show that these items were broken or damaged. I did suggest that someone from White & Co visit me on the same day to look at the damaged and broken items, but no one bothered to call me back.
(I had to continually chase to get anything done)

A lot of the items cannot be replaced as ‘like for like’ so match these as closely as possible.
With regards to the damaged Ducati ST3 motorcycle, this cannot now be ridden as it is unadvisable to ride without any wing mirrors, and as such, will need for the missing items to be fitted at home -there is also a paint chip on the fairing (this bike was in pristine condition) – this will also need to be repaired. (I was informed when I called Mike Lambert on 29th July that he had now dealt with this – but no one had told me – I expressed my concerns of the bike leaving my home and being in the ‘care’ of White & Co again– but he said if I didn’t agree then I would have to sort it out myself!
When I had previously spoken to John Coley he stated that he saw the bike that morning and the wing mirrors were on then – inferring that I was not being honest – the fact that the bike was unloaded with the mirrors in a plastic bag confirms otherwise!

Additional supporting notes to each of the items claimed:

• 1) Laura Ashley sofa finial’s – 5 out of the 8 are damaged 8 x £10.00 = £5.50 P&P = £85.50 claimed – SOFA BAGS WERE ADVISED BY REP.
• 3) Glass candle sticks – bought from IKEA - no longer made
• 5) Leather cleaner – left loose in box and leaked through the contents. Items were destroyed – removal man took pictures so this is a best ‘guestimate’ of the value
• 6) Denby serving dish, item no longer made – part of the ‘linen’ range
• 7) Standard lamp item no longer made – John Lewis where originally bought – nearest match attached
• 8) Clock – cannot get a replacement so similar replacement attached
• 9) TV LG plasma 50 inch – NOT BOXED OR COVERED - this has only been watched/used 6 times (the main TV appears to be OK – this can’t be checked as we have no SKY connection until 4th August) – again a similar replacement is attached
• 10 &11) Both pictures are originals – so cannot be replaced – so have estimated replacement value
• 12) Picture is an original, cannot find a replacement so value is based on original purchase price which was a gift
• 13) Microwave – packed on its end – no packing around….and rattles – hence I have replaced this already with a similar one – (purchased in a sale)

(all items have been photographed by David Hayes on his visit on 1st August – others are attached and further ones can be obtained by your removal team who unloaded the items in Dorset)

The hanging boxes – two were also smashed and the clothes just in a heap inside the boxes.

In a conversation on 29 July John Coley commented that had the items been delivered when they were due to be then this would not have occurred – the fact that the items were not packed as they should be would have made no difference – maybe the plants would not have been dead though.. again inferring it was my issue that we didn’t complete when we should have -which it wasn’t.

The amounts claimed for are certainly not excessive, but do reflect the genuine amounts needed to replace the items lost or damaged – as well as the amount of cover that was needed and for which the relevant premium paid for.

With regards to the garden items, these were duly delivered on 29th July. The water feature has been taken apart which it should not have been due to watertight connections. The plants - were mostly dead or in some cases ‘missing’ on arrival, and there were also 4 ‘bags’ of prize azaleas, rhododendrons, iris and cyclamen missing. (these were packed in bags with compost, watered and then put in larger bags – the one that arrived was fine) 7 terracotta pots were smashed – two missing. My prize Acer which is now some 15 years old is irreplaceable. Its leaves are crisp and pot smashed. Some pots only had compost in, which were dry (despite being told these had been watered!) – and the plants nowhere to be seen! Photographs were taken to support this. Again the delivery drivers continually apologised for the poor condition that the items arrived, as they could see how upset and distraught I was. I immediately contacted John Coley and Mike Lambert at White & Co to complain. Mike Lambert advised that these items were not insured as there was nothing in writing from them. I beg to differ having been told by their sales rep. Ben Jones that they were covered with my partner who was present who will also confirm that this was stated. He was more interested in taking his two weeks’ annual leave. I also contacted Ian Parker CE0 to complain. We entrusted our items to you in good faith and at NO POINT was I told the garden items were not insurable, I find it very poor customer relations and dishonest to at this stage point out the clause in the ‘very small print’. In fact, I was lead to believe there were covered by the sales rep.

I therefore wish to claim for the following:

• 9 (7 damaged 2 missing) terracotta pots – varying sizes from 4 inch to 18 inch - £400
• Missing plants - £300 (some purchased at Hampton Court and Chelsea flower shows)
• ‘Acer’ - £200
• Distress and inconvenience including mobile phone calls - £500

Again, these are very ‘conservative’ figures.

Your representative David Hayes came to see me on 1st August and has witnessed the damage as well as discussing the missing items. I have advised him, as I am you, that I only wish to be re-imbursed for what has happened I.e.…to put right the damage your company has caused, together with compensation for the increased stress that you have caused …i.e. I have not been able to use my motorbike now for two weeks……

As I am sure you will appreciate moving home is a very stressful experience and with all this to deal with as well, together with the delay that White & Co have admitted to, I trust that there will be some form of additional compensation for the clear distress, inconvenience and numerous phone calls from my mobile (due to the delays we were not connected to a mainline phone until 26th July – the calls alone are in excess of £40). I have not asked for accommodation on the night of 28th July which was spent sleeping on the floor as White and Co could not move us on that date (the delay is completion was not their fault nor mine)

After having to ‘push’ Mike Lambert – John Coley didn’t want to know – he also stated on one of my ‘chaser’ calls that Mike Lambert was far too busy to deal with my issues! He has now at last agreed to get someone from the Bournemouth branch to visit my home to investigate my claim – I did suggest to John Coley to arrange for someone to come on 29th July to supervise my delivery of pots (which are on the inventory and formed part of the items I insured for as was confirmed by the sales rep from White & Co), having had conversations with him during the week and fearing the worst that these too would arrive damaged, he refused – I wonder why?

I regret having trusted White & Co with my removal. I had used them four times in the past – the last being in the 90’s – never any issues, clearly the whole ‘process’ has been nothing short of anyone’s worst nightmare – I would NEVER recommend White & Co to anyone, and should I ever move again would never choose them – my past experience did not mirror the comments noted ‘on line’ from the feedback given by others who used their service, which were generally poor – in hindsight I should have taken those comments more seriously rather than rely on past experiences.

Service cost: £1600

My move from Hampshire to the USA occurred 5 years ago. Due to moving around inside the US since that time, there were many boxes that weren't opened until a few months ago. I found there were several items that 'didn't make the trip'. I assumed these movers were bonded but obviously not. They broke apart my artists easel.Several ornaments were broken due to poor packing. My opinion of White & Co isn't printable but I advise anyone thinking of using Whites .. DON'T DO IT !!

Service cost: £5000