Thank you for taking the time to share your experience. I'm truly sorry to hear that your check-in process and overall experience did not go as smoothly as it should have.
While we're glad to hear you had a positive initial interaction with our booking representative, it’s clear that the service breakdown that followed caused you considerable inconvenience and frustration—and for that, we sincerely apologise.
The confusion around document submission, delays in confirming your check-in, and the impact this had on your moving day—including the additional cost incurred—are not the standard of service we aim to provide. We understand how stressful moving can be, and we regret adding to that stress.
Additionally, we're very sorry that you were assigned a unit that you and your family had specifically asked to avoid. Your feedback regarding the lack of on-site assistance at our Worsley location is also being taken seriously and will be reviewed with our team to prevent similar situations in the future.
Thank you again for your feedback—it helps us grow and serve our customers better
