Unpakt

Review: I planned a move on July ** through Unpakt on July *, and received a confirmation email. On July **, I received another confirmation email. Later on July **, I received a notification that the movers cancelled the move. I contacted Unpakt about it, and they said they would call the movers to find out what happened. I called an hour later, and they said they could not contact the movers. Unpakt also said that there was nothing they could do for me, while seemingly laughing in the background. I then called the movers, and someone answered instantly. The mover said they never accepted the move from Unpakt, and that Unpakt had no updated their schedule to accurately reflect their availability. I now have no idea how or when I will accomplish my move, which is extremely time-sensitive.Desired Settlement: I would prefer, or would have preferred, Unpakt make an ounce of effort on their end to find a new mover for the same date, refund the difference in price, and at least ostensibly value me as a customer.

Business

Response:

Unpakt is a live, online marketplace for moving companies and customers to communicate with each other. Every moving company operates under the same terms and conditions which makes each company responsible for giving accurate prices and availability to their prospective customers. Like any live marketplace, if a service provide is listed available, then a customer should be able to retain those services. The company with which [redacted] scheduled his move misunderstood their responsibilities at the time of his booking and communicated this error to him; under the belief that Unpakt was accountable for updating their availability. The moving company did not update their availability, which led to overbooking and let him without a mover. As a third-party, Unpakt is not financially liable for any cancellations or availability changes made by moving companies, but we work diligently with each company to ensure smooth moving experiences for every customer.

Upon learning of the situation, our customers service team reached out to our moving company partners that were capable of servicing the job, only to find that they too had no availability for the required pickup day and time. We communicated this to [redacted] and apologized for the late response from this mover; and at no time did we ever find this incident to be humorous.

If [redacted] has not yet moved, we would be more than willing to assist him in finding a moving company. Integrity and transparency are the pillars of our company's foundation and we pride ourselves in our customer's satisfaction.

Should you have any questions, please feel to contact me directly at [redacted].

Sincerely

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The statement on behalf of Unpakt simply stated that they are inherently unreliable, which means their business is going down the toilet at some point in the near future. I don't have time or energy to recoup the $100 extra dollars I paid for the identical move, and find that this resolution is satisfactory to me.

Sincerely,