Why Moves Go Wrong
We found over 100 removalists online and analysed 1,652 of their public one-star reviews. Here is exactly why people have poor experiences moving, and what can be done to avoid it.
At the time of writing this article, we've completed over 60,000 moves Australia-wide. It's fair to say we have seen our fair share of the good, the bad and the ugly that the process of moving house has in store for people. We're proud that we consistently deliver a far-above-average experience for our customers through our rigorous quality assurance team and our best-in-class concierge team.
But there's always something that can be learned from looking at areas of the moving industry where things go wrong. To do this, we found over 100 companies online with 1 and 2 star reviews, and analysed over 1,652 reviews to work out if there were common pitfalls and mistakes.
We always knew that moving house is consistently ranked as one of life’s most stressful events, sitting right alongside divorce and death. But why? Is it just because its a laborious process?
Our analysis suggests otherwise. The stress doesn't come from the heavy lifting but rather comes from broken promises. The data paints a clear picture of the "Trust Gap" in the moving house process.
Here is what consistently fails, and what "good" looks like instead. Before you read on though, make sure you know how to choose a decent removalist!
The Landscape of Failure
When we categorised the complaints, distinct themes emerged. Note that many reviews contained multiple complaints (e.g., a late crew that also broke a vase), so the totals overlap.
Most Common Pitfalls (% of Reviews)
The data reveals a critical insight: Communication (50%) is the single biggest driver of bad reviews—even higher than physical damage. You can be the best packer in the world, but if you don't answer the phone when you're late, you are failing.
The 6 "Deadly Sins" of Moving
1. Poor Communication & Customer Service (~50%)
This includes no proactive updates, being hard to reach, vague answers, or ignoring complaints. It escalates when the office won't own the issue.
The Fix: Proactive updates. A simple text saying "We are stuck in traffic, new ETA 9:30" neutralises anxiety. Silence breeds suspicion.
2. Pricing, Quotes & Surprise Charges (~46%)
Customers feel "bait-and-switched" when a low estimate suddenly jumps on the day of the move. Disputes over deposits and extra fees are toxic to trust.
The Fix: Make the quote audit-proof. Use inventory-based estimates (video surveys) rather than guessing. Clearly define variables like stairs and long carries before booking.
3. Packing & Handling Failures (~46%)
This covers underprepared crews, lack of blankets, inefficient loading, and poor equipment. It often leads to the next point—time blowouts.
The Fix: Minimum kit standards. No truck leaves the depot without sufficient blankets, straps, shrink wrap, and corner protectors.
4. Time Blowouts (~43%)
Excessive breaks, slow pace, or "milking the clock." When customers are paying hourly, seeing a crew stand around feels like theft.
The Fix: Standardised loading plans. Crews need to know how to pack the truck efficiently to avoid "wasted motion."
5. Damage, Loss & Denial (~40%)
Scratches and breakages happen. The anger comes from the process—when claims are ignored, slow, or adversarial.
The Fix: Acknowledgment. Don't ghost the customer. A simple "We are sorry, here is the claims form, we will decide in 72 hours" preserves the relationship.
The "Combo" Effect
The worst experiences aren't single failures; they are combinations. The most toxic pairing is Inefficient Loading + Time Blowout.
Ultimately, customers complain about Trust, not just logistics:
- ❌ Uncertainty: "I couldn’t get a straight answer."
- ❌ Unfairness: "The price changed / I got hit with extras."
- ❌ Disruption: "They were hours late."
Tips for Removalists: What Best Practice Looks Like
If you want to eliminate 1-star reviews, you need an operational playbook. Here are the highest-leverage improvements:
1. Make the Quote Real
Use video surveys or detailed checklists. Provide a written "rate card" for extras (stairs, packing) that the customer signs off on.
2. Stop Time Blowouts
Train crews on a standardised loading plan (what goes first, fragile zones). Require crews to log start/finish/break times transparently.
3. Prevent Damage by Default
Enforce minimum kit standards: blankets, straps, and mattress bags are mandatory. Implement "Two-person lift" rules.
4. One Owner, One Voice
Give the customer one point of contact. If something goes wrong, acknowledge it immediately and confirm the remedy in writing.
Having a tried and tested removalist software system also helps you to stay organised, keeping you on top of customer communication and scheduling. If you haven't already, try Movepro as its the leading software in the moving industry.
The "Gold Standard" Move Checklist
Click to mark complete
Needless to say, if you're moving house and looking to avoid these sorts of common pitfalls, book with Muval where you can be assured that the removalist you use will have passed our 7-step verification process, and our friendly concierge team will be ready and waiting to assist when needed. If an accident does happen with your move, we offer Muval Cover to ensure the ultimate peace of mind.
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