Unfortunately the Experience was not…
Unfortunately the Experience was not one I could recommend.
We have used Jonas twice and I have to add the first time was great, but it seems standards have dropped significantly.
We moved house recently and they completed our move. They started with 4 people but in the end we only had 2. The new place is a very old Copenhagen apartment, they remarked time and time again it was the most difficult move they had ever done and huffed and puffed they were only 2.
Clearly they lost interest as despite clearly marking on each box it stated which room each box should be moved to... Most of the boxes were left on the 1st floor so they could avoid taking the stairs. So this was not great.
We then noted the bed legs had been lost, since then I have been trying to follow up with the company, to the point they will not help. Now we spent 15,000 DKK on this move, so its a sizeable amount for which I will add Jonas are not the cheapest.
They now highlight because I packed the bed legs (I packed everything) I was not covered by the insurance, although these bed legs are lost by them....
They have since sent me pictures of 2 different sets of bed legs (Which is evident they lose things all the time) and will not reimburse me for my bed which has been left defunct by them losing that box....
Overall a bad experience. A company I would implore you to avoid.
Reply from Flyttefirma JONAS
Dear 'AE''
Thank you for taking the time to share your experience with us. I am very sorry to hear that this recent move did not live up to your expectations, especially after you had a positive experience with us before. This is certainly not the standard we aim to deliver.
I want to assure you that the movers involved in your task have been warned that this kind of service is entirely outside of our company’s policies. Should we receive any further complaints about their behavior, they will no longer be part of our team. It is crucial to us that our employees conduct themselves professionally and respectfully during every move.
Regarding the missing bed legs, I completely understand your frustration. While our terms of service (Point 6) indicate that customers are responsible for items packed by themselves, including missing parts, we still strive to assist where we can. This is why we sent pictures of potential bed legs, hoping one of them might match yours, and we regret if this has not resolved the issue.
We take your feedback very seriously and will use it to improve our processes. We hope to have the opportunity to show you that we can do better in the future.
Best regards,
- Isaac
Jonas Flyttefirma
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Dansk svar:
Kære 'AE',
Tak fordi du har taget dig tid til at dele din oplevelse med os. Jeg er meget ked af at høre, at flytningen denne gang ikke levede op til dine forventninger, især efter din gode oplevelse med os tidligere. Det er bestemt ikke den standard, vi ønsker at levere.
Jeg vil gerne forsikre dig om, at de pågældende flyttemænd, der arbejdede på din opgave, er blevet advaret om, at denne form for service er fuldstændig uden for vores virksomhedspolitik. Hvis vi modtager yderligere klager om deres adfærd, vil de ikke længere være en del af vores team. Det er altafgørende for os, at vores medarbejdere opfører sig professionelt og respektfuldt under enhver flytning.
Med hensyn til de manglende sengeben forstår jeg din frustration. Vores forretningsbetingelser (Punkt 6), som nævner kundens ansvar ved egen nedpakning, gælder også i dette tilfælde, men det betyder ikke, at vi ikke ønsker at hjælpe. Vi har forsøgt at finde en løsning ved at sende billeder af potentielle sengeben i håb om, at de kunne være dine, og vi er kede af, hvis dette ikke har løst problemet.
Jeg tager din feedback meget alvorligt, og vi vil bruge den til at forbedre vores processer. Vi håber, at vi kan få muligheden for at vise dig, at vi kan gøre det bedre i fremtiden.
De bedste hilsner,
Isaac -
Jonas Flyttefirma