Crutch Bros

Positive: Professionalism
Apr 17th, 2023

Positive: Professionalism, Quality, Responsiveness, Value
Apr 2nd, 2023

We have used Crutch Brothers a few times as we moved into temporary accommodation while we waited to move into our new home. This was during covid and the house buying process took a very long time, so we needed to move a total of 3 times before we were able to finally settle. The first time I was heavily pregnant and on bed rest due to pregnancy complications, so we needed particular help to do absolutely everything. They packed for us, stored items for us, moved house for us several times and each time worked extremely hard. We had some very hot weather and they didn't complain once. On our final moving day it poured with rain all day long. Again, they worked hard and never complained. I was very impressed with them and their work ethic. The team were very pleasant and friendly, and I was comfortable having them in my home. Unfortunately there were a few mishaps and a few of our pieces of furniture were damaged, and a there were a few dents and scrapes made in the property we were leaving as well as to our new home. I've moved enough times to know that this does unfortunately happen sometimes, so it is how it's dealt with that really matters. My first disappointment was that our kitchen table was very badly damaged - one of the legs was snapped at the top. Rather than tell us, they attempted to glue it together very badly and left without saying anything. Considering we had a young child who could have been injured by this, this was particularly worrying. We also had a door strike plate damaged, gravel embedded into a shelving unit, a corner broken off a side table, and a mirror scratched and the laminate peeled off a wardrobe from parcel tape being used to tape it shut. Again, none of this was brought to our attention despite it all being quite obvious. I contacted Crutch Brothers and they sent someone out very quickly to have a look at the damage. They were very amenable to getting everything put right and rightly horrified by the damage, which was very reassuring. So many companies just try to deny it but the fact they didn't shows that they are an honest and honorable company who care about their customer's experience. Our kitchen table and the side table were sent off to a local furniture restorer to be repaired. Both were returned in good condition and we were happy with the repairs. Unfortunately no more of the furniture could be repaired and need to be replaced, and the damage to our house would need to be touched up or replaced. It has now been a year and a half since we requested they claim on the insurance policy we paid for and we haven't heard anything since. I emailed them a few times after they requested photos and to send someone out to look at the damage for the second time but after telling them they already had photos and had already sent someone, I didn't get any further response. I'm loathed to have to chase them up considering the inconvenience already caused, and I'm disappointed that we've been left hundreds of pounds out of pocket. It leaves me wondering if we were missold the insurance if we were unable to actually use it when things went wrong. As a result I am looking into whether to pursue this with the FCA. Overall I think 3 stars is a fair score. Had we received payment from the insurance claim, I would have happily given them 5 stars as they worked hard and the customer service was otherwise good. In summary, if everything goes well then they will be brilliant. If it doesn't, you might have difficulty having it put fully right. I'm unsure though if I would recommend them to a friend on balance.
Mar 26th, 2023

Crutch Bros helped us with our move recently and couldnt recommend them highly enough. Quote was extremely competitive, Boxes turned up the week before the move, The team were jolly and in high spirits all day given the tough task they had from our old property as wasnt directly about to park outside and had to carry everything along a gravel path. They were extremely friendly polite and efficient throughout the day. (The banter certainly made a stressful day seem less so!) They did the dismantling and re building of the bulky furniture. Left little mess even though it rained and was all done by 3pm which given we are a family of 6 was really good work!
Mar 18th, 2023

Great service end to end. The packing and moving team(s) were so helpful, accommodating and great to deal with. Thanks for making a potentially stressful event go seamlessly. Strongly recommend and will use again.
Mar 8th, 2023