Divino Removals Ltd

Giving 1 star because simply there’s no lower rate. Below, a copy of the second email sent to Divino Moves as they are just ignoring them. I may take this case to court if no solution/compensation is brought forward.

“My wife and I have no words to express our disappointment with the move experience we had with your company on 23 September 2022. I first contacted you because a very good friend of mine told me he had a great experience with you and 2 Bulgarian guys, mentioning you and your team were quick and efficient.
Very regretably, this was not my case. You decided to send me a 3rd party team from Moveroo which I wasn’t aware of, with a 17-year-old boy on his second move and a driver who spent most of his time on his mobile.
I decided to pay you per hour because last year, my brother-in-law and I moved the same furniture in nearly 4 hours, so I supposed you could take 4 or 5 hours. Maybe 6 hours at most? Shamefully, “your team” took 9 hours to successfully overcome the fixed price rate (12:00 to 21:00). This is totally unnaceptable.
Moreover, they kept on slowing down their work and asking for more money by the end of the day. Hadn’t I taken the lead and carried most of the items when offloading the van, they would take 10, maybe 11 hours for a move I had done in 4 hours last year? That’s a real shame.
Besides all that, my wife and I have already found some damaged furniture and I am sure we will be finding some more while we organise our stuff in place. So, the slowing down of your team certainly was not related to any extra care you supposedly could have. We really regret having this experience with your team. We really do.
This email is from extremely disappointed customers who expect to have any return from you as our last email has been simply ignored by you as it seems.

Regards,

PS: Just so you know, I had to show them how my brother-in-law and I passed the sofa through the door as they were suggesting dismantling it. An amateur teaching “experienced” moving guys.”

I just want to share before writing this review that I hate leaving negative reviews unless I feel review is justified. And this needs to be high-lighted.

We were recommended Divino Removals from a family member.

Via video, the owner of the company was very friendly and reassuring and seamed to offer a promising service.

After a couple of videos and showing around the what we owned to the '2' members of their team, we used a smaller van to move From Wimbledon to Bedfordshire. As they - the professionals thought it would be okay for size. The van didn't fit all the contents initially and we had to make a second trip. They compensated us for some of the petrol for the second trip.

My actual intense frustration comes with the service on the removal day. And it must be said that the 3rd party ( I assume a 3rd party ) they provided made the moving experience 'not great'.

From the get go. It was hard to talk to one member of the team as he couldn't speak much English. And he didn't understand some basic instructions when left on his own - such as "fragile". The main guy that was provided on the day left his colleague to do some of the heavy lifting on the morning while he had a long toilet break. And... I ended up having to step in to help his colleague who couldn't understand me to move my furniture. Remembering that instructing him was near impossible and had to resort to gestures.

The guys provided on the day from an unmarked removal van did not act of behave like experienced removal men. Even if they were a third party an alternative should have be provided.

They tried to drive off to the destination when they saw fit and leave our stuff partially removed. They were rough with the handling of our furniture - Booting some of it at some stage. ( I was watching them ) and banging it on the walls of the rental.

I think the straw that broke the camels back is when we came to unpacking. Most - and I mean most - of our furniture has been marked or scuffed. All softwood furniture is dented and marked. One desk is also now chipped. I expected some marks ... but nearly all? We don't own that much! There was absolutely no care from the team provided over a month ago.

I think if Divino Removals submit a third party on the day they need seriously consider who they are sending to do the job. And if this is their full-time staff... well.

Going forward I hope they consider this feedback for other customers. As an ex-customer myself - I feel a bit... 'had'.

Not a pleasant experience sadly.

Unfortunately the company does not have any aftercare with its customers, mainly when they damage your furniture. Note however they advertise they have a 30K insurance for this purpose. Don't be fooled as I was. It has been 1 month and they just avoid replying to my calls and emails. Case will be taken to court. See you there, Jimmy. Apologies will not fix my furniture.

Firstly I would like to make it clear that I've never felt compelled to leave a bad review as I understand a service industry is challenging to run and we can never expect a 100% experience; things won't always go to plan

I also pride myself on being a very tolerant & reasonable guy

However my experience with Divino has left me feeling so wronged that, despite my attempts to avoid this by dealing with the owner directly, I have no other option but to warn others as a house move is stressful enough without having any additional bad experiences thrust upon you

Divino came recommended to us and were competitive on the pricing

They arrived as arranged on Day 1 although it turns out the work was subbed to Swift Removals

My wife was present on Day 1 and reported the men were polite and worked hard

I was present on Day 2 as the legal exchange was set for 1.00 pm - we had to vacate the property by then

What was very apparent at the start of Day 2 was that half of the boxes that Divino had ordered had not arrived yet

Swift Removals said it was up to Divino to supply these - liability was with them. I therefore tried to contact Divino on multiple occasions to see how we fixed this - no response.

Swift tried to contact Divino by all means available - no response

In the end I contacted the box supplier myself to get an ETA - they said 'sometime today' but wouldn't commit to a time

Given we had to be out by 1.00 I left it till 12.00 and then went and bought £180 of boxes - it was either this or we risked being countered charged by the buyers of our property as they would incur cost from their removal company as we were not out on time

Costs were around £250 every hour they had to wait past 1.00 pm (as they gladly informed us)

I then had to work hard with Swift to get everything boxed and out as we were well behind schedule by now - our buyers were really upset as they were delayed by around an hour because of this

I have to say Swift worked hard and were committed to helping us through - can't fault them; they were there till late that night completing the move for us

I paid them in full plus paid for a parking ticket they picked up

It didn't seem right to deduct the £180 from them as they were the subcontracted party and I could see they weren't to blame - our contract was with Divino

After it was over, I emailed Divino to explain what had happened and request that I got refunded for the £180 spent on boxes

No response despite emails and texts

In my mind I did Divino a favour by spending my own money enabling them to complete the transaction - I even provided my own (hard) labour to get it all over the line

Pretty sure most customers aren't expecting to do this!

I realise suppliers let you down - these things happen

But I do expect to be refunded for the money I personally spent solving the problem - that's all I asked

To then just be ignored is infuriating and not right

Other people would have just let Swift/Divino sweat it out and then recharged the penalty costs back to them

I spared Divino all that by getting involved

You can only really tell how good a company is when things don't go to plan and this experience really showed me how good Divino are

I would be very aware

🚨🚨🚨🚨🚨🚨information
For all removals company
Divino Moves

Pls don’t trust this company as they try to lie and don’t pay money . Person name is Jimmy.
I am already waiting to get my payment. He works from Philippine. He doesn’t pay money to contractors and even takes money from contractors and doesn’t do jobs from them

Great service from Jimmy and his team. They moved us a couple of weeks ago into our new flat. They were punctual, professional, and super quick! Very nice and polite team, too. Handled all of our belongings with care and delivered them to our new home in a perfect condition. The whole move turned out to be far cheaper than the quotes I got from other movers. I highly recommend this company, will be using them again in the future.

Used Divino for my house move. Great company - good bunch of fellas, got the job done in a very quick time with no fuss. Great value for money and none of the red tape faff that you get with other removal companies around cubic volumes - just a survey and a price.

Can't recommend highly enough.

The team today, based on glowing recommendations from friends, helped us move my 80 year old parents who'd been in the same house 47 years with above and beyond professionalism, care and attention to detail which made a tough day go very well.a great team who knew when to take the lead but also kept us fully informed. Highly recommended to any future customers and we will be using them again.