UnpaktReviews of unpakt.com

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.

The moving service they connected us with for our move was great. However, following the move I was unfairly charged for furniture the moving company agreed was a mistake. Their customer service is unhelpful, unfriendly and directed me back to the moving company. After following up with the moving company they said they would resolve but really that is Unpakt's role to work with the customers on wrongful charges and refunds. For an intermediary between moving companies and customers, they really need to take a serious look into how they treat customers following the move. Very poor service from our experience.

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.

Experience was overall decent but not great. The movers were late, no notification before hand. Broke a lamp and a guitar, but agreed to pay for it.

Unpakt did a great job and matched us with wemoveus. The movers were professional and efficient and careful with our things. They did an amazing job.

Great service, I'm so happy it exists. I used Unpakt based on a referral from a real estate agent and I'm so glad I took his advice. I was able to find great movers and because my move date was flexible, I could find the best price over multiple dates. Thanks!

We were making a move from San Francisco to Chicago. We were not optimistic at all about a long distance move. Every other yelp review was a horror story or people paid a ridiculous amount + another ridiculous amount they were not expecting. Perhaps for this reason, we did a LOT of research. I received a variety of vague quotes from a bunch of sales people at other moving companies, was told about all these other crazy fees, insurance to ensure your stuff shows up in once piece (isn't that the one thing that needs to happen?), window of time your stuff can show up was up to 21 days (+30 built into that) - the whole thing left us stressed and ready to sell all of our ish. That's when we found unpakt. We were able to plug in all of our furniture, piece by piece to see what each one would cost to move. Then we could remove them if we decided it wasn't worth it (i.e. someone bought our TV before the move so we were able to get rid of that). We were detailed because we did not want any surprises when we got to Chicago. We loved that we could update our packing list upto 24 hours before our move. We also LOVED that we dealt directly with unpakt and they figured out the rest – this gave us complete PEACE OF MIND since they were the ones guaranteeing our move. So we get our quote, which was by far the best out of all the companies that we contacted. I was skeptical still - assuming there would be a hidden fee later. The movers showed up in SF. Were crazy fast - moved out the boxes, wrapped up big furniture (SUPER protected!!). Then we left for Chicago and waited for our stuff to arrive. I was convinced it would not arrive for a month - even though they said 14 days was the max. Our stuff arrived within 8 days. We were kept updated by the mover driving the truck (we asked because we needed to arrange the elevator) he called us several times to keep us posted on his exact arrival time. Then they showed up. We did need to pay for the elevator fee, but we knew that would probably be initially. We were stoked that we didn't need to pay a shuttle fee (the 18 wheeler was able to drive right into Chi to our surprise). I am recommending these guys to everyone. Do your homework, read the fine print but ultimately decide on Unpakt because they alleviate the stress that moving can cause!