Smartbox Moving and Storage
Sellger, Norfolk, VA

Smartbox Moving and Storage Reviews

1.8 stars based on 6 reviews

Featured Comments:

• K

  Kayli Peterson

  1.0

  Before today i only had good things to say about smart box but the customer service and lack of motivation to correct issues has changed my mind. I had scheduled over a week ago to have my belongs droppedoff on 1 July but the morning of received a call saying their 1 and ONLY forklift was down. Then 30 minutes later was told they were up and running again and i would get my belongings. I had already scheduled for movers to come and move my things for me. Well, now after waiting all day, it's 4pm they call saying they are still broken and will not be able to deliver today, or over the weekend because it's a holiday weekend. So i am not going to have any of my belongings for who knows how long. I called corporate and they do not seem to care. How does a company like this have only 1 forklift per location? They can't borrow or rent one to stay on task? This is completely unacceptable!

• A

  Anthony Wilken

  4.0

  Smartbox saved my move after multiple companies informed me last minute that their capabilities would cause inconvenient modifications to my plans. Robert @ the Norfolk office killed it for us. The driver/delivery driver provided some of the best service by asking what I needed, stating any limitations he had and he didn’t hesitate to get the job done. Everything was on time and we had no damaged items. I would note that the use of wooden crates can be different/difficult as you need them to be nearly perfectly level to operate with ease. The condition of the crates wasn’t bad but could have been better and that’s the only reason I didn’t give ⭐️⭐️⭐️⭐️⭐️.

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  Response from the owner

  Thank you for giving us this positive star rating. We're happy to see you received such exemplary service from us. If you ever need help again, don't hesitate to reach out to us!

• J

  Joshua Witkowski

  1.0

  Do not use this company. It pains me terribly to give them one star because zero isn't an option. I'll give you a some backstory below, but if you're not interested in reading that, just take my advice and stay away. They are awful. I'll list my grievances in ascending order of magnitude: 1. They don't show up on time. The delivery was late. The pickup was late. I'm only half way through this tragic experience, but I'm not expecting future timeliness. 2. The boxes are garbage. We rented 6 small ones; 1 of them closed properly. The rest of them either had to be hammered shut or they just wouldn't. 3. One box was delivered with the tarp on the roof completely absent. It took 3-4 calls and days to sort this out. When they finally came, they thought they were taking the box away and delivering a new one the next day. I told them the next day they were going to be picking up all of the boxes and we needed the time in between to, ya know, put our stuff in them. They said that made sense enough and went ahead and stapled some plastic to the roof. 4. They only deliver on Mondays and Fridays, and the dates apparently book up pretty far in advance. There is also some confusion about when the drop off dates can actually be scheduled if they are storing your stuff. If you are confused about this, the customer service person (I had Tammy) will assure you that A. you are wrong and B. this was properly explained to you in the beginning, and you have screwed it up. 5. They outsource their customer service to Smartbox Corporate in Richmond(?). Or maybe they outsource their shipping and storage to local "franchises". According to Tammy, our local "contractor" is "Norfolk Moving Company", but the address she gave me is for a Smartbox facility and "Norfolk Moving Company" doesn't appear to be real or have a phone number at all. She will laugh at you for not understanding any part of this. She will also suggest Google as an alternative to her unhelpfulness. "Norfolk Moving Company" and Smartbox have hours of 9-5, 8-5, 9-10, and never, depending on how you ask the question. They also only have one phone number, and rest assured, Tammi will answer. As far as I can tell, Smartbox Corporate leases plywood boxes to local moving and storage franchises owned by shadowy LLCs to avoid liability, responsibility, and accountability. 6. Tammie appears to be the only customer service representative. Complaints must be emailed to [email protected]. She does not have a boss or a supervisor and it shows. She is quick to laugh or scoff if you don't understand anything I've outlined above. She will also remind you that she isn't paid to think about what you might want; only to answer the questions you actually ask. This actually brings me to my next point. 7. You need to tell them you want to access your stuff 24 hours in advance. If you call them before 3:30 the business day before to try to schedule an appointment, realize after 31 minutes that the appointment will not work and ask to access your stuff, that is too bad. Even if its 4 pm on a Friday, and they have until Monday to sort our their absolute mess of a business plan. If its plainly obvious that you might want early access to your stuff, Tammmy will literally wait until you ask her for that information in plain English. If its after 3:30, now Tampy has your stuff for the weekend. Or Smartbox. Or Norfolk Moving Company. Nobody knows. If you got this far, thanks for reading. It would be less of a headache to light all of your belongings on fire and start over than to deal with this company. Save yourself.

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  Response from the owner

  We appreciate you bringing these concerns to our attention, Joshua. We're sorry to learn about the issues you have had accessing your belongings and apologize for any communication issues. Rest assured this is not how we strive to operate. We understand your frustration and would like the opportunity to turn this experience around for you. If you're willing, please contact us again directly at (757) 453-7687 for help--we hope to hear from you soon.

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