UnpaktReviews of unpakt.com

To be clear, this review is for Unpakt, rather than the moving company. The moving company was great but the Unpakt customer rep I spoke to was rude and abusive. After the move, I was randomly charged $300 because the Unpakt woman told me that the movers had to switch to a smaller truck to deliver my furniture. I contacted the movers directly and they told me that they did not switch and had not asked Unpakt to charge me. While I was successful in getting my refund eventually, it seems obvious to me that Unpakt was just trying to scam me out of $300, since the movers weren't even aware that this fee was charged post move. On top of that, every interaction with the Unpakt customer rep was a nightmare. She was rude and abusive and unwilling to listen to reason. Don't use Unpakt unless you are looking to get scammed!

One star only because that's the minimum. In a word, thieves. Bait and switch, hidden fees, BS calculator - especially the boxes! Choose anyone else. Theses guys will steal your money. Run!

I would like to preface this review by saying that my disappointment is not with the moving company but with the post move customer service with unpakt. Unpakt claims that you can modify your items up to the day of the move and your cost will change accordingly. We ended up needing fewer boxes than I originally expected and were owed a $45 refund. 2 weeks after our move and still no refund so I called unpakt. I was basically told that the refund was never issued and had I not called who knows if it would have been issued at all but they would now process it that day. 1 week later I get an email saying my refund was not issued. Instead I owed $50 for "wait time" and that would be deducted from my refund. I didn't understand what that could mean as everything was ready for the movers when they got there. They never waited for us to move things so the furniture would be ready and all boxes were packed. I called unpakt and had one of the worst customer service experiences I have ever experienced. The woman on the phone was incredibly rude and refused to listen to what I had to say. She, on repeat, stated that there is a vague clause in the contract that says that I may be charged for wait time without any definition of what that would entail. What they charged me for was the 30 minutes, divided in random intervals, that the movers had to wait for an elevator in a NYC apartment building with 3 families moving out on the same day. I tried to calmly explain my point of view to the representative. Trying to explain that it is not logical to expect no wait time in a large building especially on dates of the month when many people are moving and if that is the expectation there should be a better explanation in the contract (are we also expected to pay for any "wait time" in finding a parking spot?, eating lunch "wait time", water break "wait time"?). I told the unpakt representative that in fact, I had even called the moving company to tell them that there would be other people using the elevator and they never said anything to me about paying for "wait time". She refused to acknowledge my point of view and on repeat would say "theres a clause in the contract that says you will have to pay for wait time without defining what wait time is" so "we got you". I'd like to warn EVERYONE who is thinking about using unpakt that they may appear great but the after move service is terrible and fees can creep up! Also, just a point of reference- without stating this anywhere she told me that the moving company I chose charges $100 for an hour of wait time. We didn't have a lot of furniture but I can imagine that if we had more we could easily have gotten to that 1 hour elevator wait time fee so please watch out!

I like how the company is approaching the moving process and appreciate its efforts. There is potential... However, customer service is definitely lacking in professionalism and policies and guidelines should be reviewed: If a customer successfully books a move (and receives that confirmation in the form of an email), the mover and unpakt should: 1) Honor the commitment or make every possible effort to do so (or don't say that it's confirmed, or guaranteed in the first place) 2) Not allow it to be cancelled from the mover's side. It should be a binding agreement. If in the case that a mistake was made, 3) Proper and adequate notification and compensation must be provided for the inconvenience Saying that "movers can cancel at any time because of scheduling issues" does not make any sense to me as a consumer. If you received my booking, accepted, and confirmed - that should be it - I should have scheduled movers and assured that I can count on the movers to be there, and that unpakt will help stand by me. Unfortunately, this was not the case, and unpakt did not deliver.

When you go with unpakt you paying approximately 20-30% more for your move why do you need to pay fee to unpakt if you can simply go Google a moving company and book with them directly, I will tell you more than that get a quote true unpakt and after that call the same company directly and see what price you get.

We used unpakt for our move from Chicago to San Francisco. The movers came on time and honored the quote provided through the unpakt dashboard. The problems began after the movers packed up our furniture. We still haven't heard from the movers on when our furniture will be delivered. They outsourced the pickup to another 3rd party vendor who doesn't answer their phone. It's been 4 weeks now and I still cannot get a STATUS update. Unpakt customer service tells me to contact the movers. The movers tell me to contact the delivery truck. The delivery truck company doesn't answer their phone. And these guys had the HIGHEST rated reviews through unpakt. I would not recommended unpakt for anyone, just go with yelp reviews, its the same service with a higher volume of reviews off yelp.

Unpakt did not address my concerns when I wrote them about my problem. Requested in home consultation of 2 moving. Heard from 1 within 1 hour confirming appointment. I took afternoon off from work to meet with them. They never showed up or called. They called 6 days later to come. I told them not to bother. I would never use this service for a move, you would be lucky if they show up to move you. I e-mailed unpakt with my complaint and never heard from them.