We recently had a delivery from NZVL of some goods that we left in the UK. The goods were delivered and once checked 2 items were missing. I contacted NZVL several times eventually they conducted a store search and found the missing items, I asked if they could confirm the 2 item numbers had been found and they confirmed that the 2 numbers were there and that they would be delivered. The next day a delivery, only 1 of the items. More phone calls. Now I'm dealing with a different person and they once again initiated a store search that took a few days. Today they came back to me with the news that the item was not in their store and that I should make an insurance claim. I asked if they had paperwork for the items when they were delivered to them, they did and they are all checked. So as far as I am concerned they have had my goods and have lost/misplaced/ stolen them so they should pay.
Anyone else had problems?

Valuable items?

If they have a record of them being recieved at their depot it may be worth involving the Police?

I have suggested that this may be my next option and am requesting to see a copy of the paperwork. They still keep trying to get me to make an insurance claim.

Is it a stealable item of value?

No but its the principle. Why should I pay the excess on each item in the box because of their mistake.

Hi Lox.

We are all fine here.

Of course they should investigate further. It's simply not good enough is it. The items are on the inventory as being received at the holding warehouse. It was confirmed that the holding items had been dispatched to you. There must be paperwork to support this. If not , then they lied. If yes, then they can trace who handled the goods last.
you'll know the items were received into the country as there will be some form of bill of lading.

It's a fob off and I agree, why should you take up the slack with a claim. Let them claim on their liability insurance and cough up the full amount plus a little extra for stress & the run-around.
Of course, they may suddenly find the items - you never know.

Thanks Bevs, I knew you'd turn up.

Sorry to hear about about your problems with NZ Van Lines.

I'm only an occasional lurker on this board, but I thought I'd add my experiences of this company to the mix...

They were responsible for delivering our stuff to us (by sea, via PSS in the UK). Many people seem to have had a good experience with them, but we found them to be an absolute disgrace.

Nothing went missing, but they took weeks on end to get things organised. It appeared that a couple of our cartons required MAF inspection, but NZ Van Lines consistently failed to present our boxes for inspection; and in the mean time, weeks were drifting by.

When I started to actively pursue them for our property we were openly lied to on the phone more than once, and we had to make three unannounced visits to their office just to get things moving. The management and admin staff seemed utterly incompetent and disorganised. Sufficient if everything goes without a hitch, but you're in trouble if you or your shipment encounter any problems.

By the time everything was resolved, our property had spent more time in NZ Van Lines' warehouse than at sea!

It's easily the worst service I've received from a NZ company, and I would recommend anyone reading this to avoid them at all costs.

Hi there,

We shipped with PSS/NZVL and had no problems, this included shipping a vintage tractor. Lots of our items needed MAF inspection, which NZVL arranged to happen at our home after we had received the goods. this was fine with us.

However, I did need to speak to them regarding a few issues with my tractor, and found they were very hard work on the phone - always voicemail.

However visiting there yard it deffo the way to make progress. Also They lost there records of us paying the duties that we owed this end, and it was up to me to prove that we had paided. which was easy. I had paid by bank transfer so they couldn't argue.

Noting lost or missing tho.

I've asked them to povide me with a copy of the paperwork that states they recived my goods, they were in a shared container which I think is a recipe for disaster.
We used PSS when we came out last year and they were fantastic, three guys arived and worked there buts off for 2 days, everything was well packed and not a single item was damaged. NZVL this side were ok, just did their job.

They are telling us that MAF wanted to inspect 1 item and charged us $100 for the pleasure so now there messing us around I thought I'd ask for the paperwork raised by MAF for the inspection as it was done at their depot and we have no proof of any exam being done. Wonder how long I'll have to wait.

One day we must turn up in the same place at the same time. I'll buy you a beer or five.

Loxley
If anything was inspected by MAF it would have been resealed with tape that says 'OFFICIALLY OPENED BY MAF QUARANTINE, PURSUANT OF BIOSECURITY ACT 1993' we had lots of the stuff

HTH

Your on Bevs, a few beers sounds good.

Thanks Kev & Sarah, the last bits that came over were inspected at the house so not sure on the procedure when examined away.

Hi Just to add
We brought over a 40ft container with Britannia, delivered by New Zealand Van Line in 2005. Lots of our possessions were broken and we had boxes missing, when we claimed on our insurance they said we would have to get the furniture repaired and some of it was antique so it just wasn't possible. Sorry but we would not recommend this company at all. Britannia were fantstic, we sealed the container in the Uk and loaded it with them, but taking it off the container and putting it onto lorries in New Zealands is totaly unnecessary.

We have since returned to the Uk and this time used Conroys who were exceptional. In fact our container arrived this morning back into the UK at our home at 9am this morning, nothing was broken at all or missing and I highly recommend their totally efficient service.
They picked up our container at our house in Rotorua on 23rd June and it was delivered to our door on the 7th August. Fantastic service

I hope NZ vanlines have upped their service since then! We have no choice- Robinsons use them. Only Crown use their own men in Tauranga.