Sega Transportation

BLACK HOLE!!!! If I could erase this disaster from my memory, I would. SEGA TRANSPORT contracted with us for a one truck/one family/door to door move from CT to MI, two to three days from pack up to delivery and unload. DID NOT HAPPEN! Days later, an evening delivery. Driver attempted to extort additional fee for distance from truck to front door of residence, "more than 100 feet." I insisted on a measurement - 80 feet! First two items off the truck were each carried off in a blanket. Unwrapped, the Stickley dressing table was reduced to kindling wood and a 1740 black walnut drop leaf side table broken and in many pieces. Shortly thereafter, furniture we did not own and had never seen before emerged, and despite our protestations the driver and assistant insisted it had to be ours as the pieces bore the same color and lot numbers; indeed they did! Horrors! Not only was another family's furnishings combined with ours, more than 50% of our items were MISSING! Beds, mattresses, box springs, dressers, sofas, chairs, tables. What was delivered was either missing parts (the legs gone from the dining room table and from a coffee table) or damaged, as we have learned, beyond repair! Oh, yes, we have the sturdily built Amish dining table top (remember the legs are missing); however, the frame was so badly cracked and the leaf hinges bent that the top is unusable. Phone calls to SEGA TRANSPORT are unproductive: we are put "on hold," and never returned to; recognizing our telephone numbers, the calls are never answered; using another telephone we are told everybody is in a meeting; etc., etc., etc. AVOIDANCE TECHNIQUES! In my experience of moving - thirty years of military and private sector relocations - SEGA TRANSPORT provided the bottom of the barrel in honoring a contract, handling personal possessions, and performing in a professional and customer oriented manner. USE SEGA TRANSPORT AT YOUR OWN RISK AND BE PREPARED TO RECEIVE YOUR TREASURED POSSESSIONS (IF THEY EVER ARRIVE) IN PIECES AND PARTS. Oh, yes; the items not ours are still residing with us as SEGA TRANSPORT, despite being told, has declined to pick them up!

I sent this email to Sega's customer service after my move and still haven't received a response. Awful all-around: To Whom It May Concern, I do not normally take the time to write to customer service for any company, but the moving service I was provided on July 11, 2016 was so appalling that I found it imperative that I share my experience with someone. I scheduled my move with Mike, a customer service who was very kind, but provided me with inaccurate information. Mike explained that because the company could not move me on my original move date of July 10 that they would guarantee same-day delivery of my belongings (from NYC to *******). When my two movers (there were supposed to be three but one called out and was not replaced) arrived on July 11, I asked about the same-day delivery and was told there was no possibility that my things would be delivered the same day. After the movers left to go get wrapping materials, I called customer service and was told Mike was unavailable. The person I spoke with, Rob, said Sega never guarantees same-day delivery so I must be mistaken. After Rob spoke with Mike directly, he explained to me that Mike had guaranteed the same-day delivery but had forgotten to note/document it, and proceeded to apologize to me for the inconvenience. Why I was told that Sega never guarantees same-day delivery , but then it was discovered that I was promised this seems like a huge inconsistency that needs to be addressed. Rob then said he was going to get back to me later in the day after checking what kind of refund/discount Sega could provide me since they were not fulfilling what had been guaranteed. After speaking with Rob later in the day, I was promised a $75-$150 refund for the amount due upon delivery of my things. Rob also told me the movers would deliver my things July 12 between 10am-12pm. Rob continued to apologize and stated he would call me on July 12 by 10am to let me know what the official, final discount would be. On July 12, I never received a call from Rob, despite calling and leaving a voicemail at 10:30am. My movers did not arrive until 1pm, an hour after the "guaranteed" window; and when the movers arrived, they were completely unaware of the discount Rob had told me to expect. Since the movers are not allowed to begin unloading until they have been paid, they proceeded to sit in the moving truck for an hour while I tried to contact Rob. Three different people told me Rob was unavailable to speak and that there was no way Sega could provide any discount to me. Defeated, I paid my movers so they would stop holding my belongings hostage and begin the unloading. Once again a Sega representative made promises, this time about a discount, and then I was told no Sega representative would make that promise. The issues I experienced with customer service and the sales team were only half of what made this moving experience so terrible. When my movers first arrived in NYC, I was greeted by the head mover with "tip's not included in the price, don't forget." Neither mover introduced himself at any point. It took them FIVE HOURS to move my single bedroom within a 3-bedroom apartment out. One mover disappeared for an hour and a half, while the head mover wrapped and packed everything alone. At multiple points, I had to help hold pieces of furniture for him while he wrapped them. This mover then began to hit on me, slowing down the process even more since he was no longer focused on his job. These issues were additional factors that caused Rob to offer a discount on my move. Rob also apologized profusely for the movers' behavior and assured me that neither of these movers would be the ones delivering my belongings on the back end of my move the next day. When my movers arrived the next day to deliver my items, I was astonished to see one of the same movers from the day before (the one who barely helped the day before), despite Rob's promise that different movers would be sent. The delivery of my items took about 3 hours, but various items were broken and a bookshelf destroyed (due to tape being placed directly on to the bookshelf and then ripped off haphazardly, removing the varnish). That same mover who I was told would not be delivering my belongings told me to make sure I tipped him and asked repeatedly if I would give him a beer throughout the move. I have moved a lot in my lifetime, and have never experienced anything like this. From the sales team to the movers, every person I interacted with was unprofessional, uninformed, and unhelpful. There was zero communication between sales reps and between the sales team and the movers themselves. Sega is extremely unprofessional and did not deliver on any of the guaranteed details of my move. Everyone knows moving is a stressful time, and Sega only made this time nothing short of nightmare. I would appreciate it if someone would reach out to me to explain why there was so much miscommunication and chaos throughout.

Sega Transport was amazing! I couldn't of asked for a better company to help me move. They were right on time and very helpful up to the move. I would highly recommend Sega Transport to anyone who is trying to move.