Unfortunately, in my experience with them, Mohit & Amarpreet have been very dishonest. They agreed to pick up my antique piano and deliver it directly to my address the same morning. I booked & paid them in advance. Instead of honouring our agreement, they subsequently took on multiple other jobs and we had to wait around for them for another 8 hours! They did not have the courtesy to communicate their changed plans to me and give me the option to cancel. Once they finally arrived at 7.30pm, they were not strong enough to lift my piano up my deck step and broke the leg. Despite telling me before I booked that they have moved hundreds of pianos, they were clearly not proficient with this in my experience & did not follow Wise Move’s guidance. I was extremely upset that my piano had been damaged. Mohit offered a refund of the delivery fee and I accepted this as a quick resolution to put toward getting my piano repaired. I provided my bank account but he ignored me & did not provide the refund. Wise Move & the Ecoshifter company director tried to mediate, but without success. Mohit made up multiple excuses such as telling the company director that English is his second language and he didn’t know what he was offering – he claimed he really meant to offer another delivery free of charge, but I clearly would not have accepted this, as it did not solve the problem and I would not trust these guys to move anything again. Now, over a month later, nothing has been resolved. Mohit & Amarpreet will now not even reply to Wise Move. Wise Move advised me the only option left to consider is to take Ecoshifter Totara to the Disputes Tribunal. I can then make a claim for the delivery fee for breach of contract, as well as the full cost to repair the leg on my piano. Ecoshifter Totara is in clear breach of the Consumer Guarantees Act. Everyone makes mistakes & accidents happen, but an honest business puts things right. Use these guys at your own risk.
Response from Ecoshifter Totara
Thank you for your feedback, Jemma. We apologise for the delay in delivering your piano. Our aim is always to adhere strictly to our scheduled times, but unfortunately, there were delays due to miscommunication between our sales and operations teams that affected our punctuality on that day. We're implementing new strategies to improve arrival times to prevent this in the future. Regarding the damage complaint, we tried to organise a repairer to have a look at your piano but there were no piano repair specialists available in your area. At last, when we found a repair specialist suitable for the job, we discovered they had already been organised for piano tuning and repair. They confirmed that they have already been to your house and the piano has no damage and quoted "it is as good as it has ever been".
We are working hard to keep our communication open and efficient and take your feedback seriously in our efforts to improve our service delivery.
It's disappointing to learn that our service did not meet your expectations. We take your feedback seriously and will address this with our team to ensure better service in the future.
- Amarpreet from Ecoshifter
