Yikes. I called and a man forwarded my call to Chris the 'estimator'. I explained to Chris I needed 2 guys for 2 hours to move boxes. Chris said the minimum was 3 guys for 3 hours because of the elevator. I explained I would look after the elevator and didn't need three guys. Chris said I need to understand that's their company policy. I replied I hope he can undersand customers don't want to overpay for services they don't need, and asked if he'd consider sending just 2 guys because I'd be there to help. At that point, he hung up on me. I called back, thinking I would get the first guy again. Unfortunately, it was Chris that again answered. I asked him if he hung up on me and he said yes, because he doesn't need people telling him how to do his job. Thankfully, there's loads of movers in the marketplace and no need to deal with this type of attitude in the business community. read more

First, let me say that Scott, my moving consultant, was a really polite and helpful guy--before the company received my money. He was very available by phone, text, and email to answer my questions. He even delivered complimentary boxes and wrap paper to my location twice. After the move and money was paid, however, he ignored my emails and didn't take my call. I was moving into a high-rise condominium building. The service I received from Arrowsmith for the actual move, particularly the move-in, was abysmal. Here is a brief rundown of the main problems I had: 1. In contravention of the strata rules, the two movers delivering my goods refused to wear masks in the building lobby and hallways, as well as in my suite--despite my asking them twice to do so. Further, the contract I negotiated explicitly states, in red ink, that the movers must wear masks. 2. The movers initially placed their unloading ramp laterally across the tenant driveway access to the parkade, and stacked goods in an intermediate holding location which was right in the path of residents entering the lobby. The building concierge and security guard informed them that neither of these strategies, which would have been more convenient for the movers but contravened strata rules and presented an obstacle and hazard to other residents, was permitted. The response from the movers was to eventually comply, but not before arguing with the management, threatening to "blacklist" the building, and loudly making angry remarks such as, "This is ridiculous," "This is the worst building I have ever worked at, and "It will take us ten hours to unload because of these restrictions." To me, they said "We are going to leave and put all your stuff in storage." Apparently after calling their office, they reneged and continued unloading, barking at me "You are going to be charged extra for this." They finished in a total of two hours, although they hastily and carelessly dumped the goods into my suite, as you shall see. (As of yet, I have not been charged extra.) 3. The movers left three items of furniture which Arrowsmith disassembled at pickup--two bookcases and a large dining room table--on the floor in my living room unassembled. The dining room table finished surface was left face down on the floor with no padding or protection. Glass shelves were stacked on top of each other up against floor-to-ceiling glass windows with no padding or protection. 4. The movers marked the laminate in the master bedroom when moving in a dresser (see image). 5. Several screws and a caster were missing from the unassembled bookcases. 6. I was charged the full ferry fare ($700) for their truck (from Vancouver Island to the mainland and back) even though, according to the movers themselves, they had three other deliveries on the mainland. 7. Finally, my emails to the company asking for someone to return and assemble the furniture were ignored. I finally hired another moving company to come and assemble my furniture. UPDATE: The owner of Arrowsmith contacted me about a week after the move. I subsequently received a cheque from Arrowsmith for the cost of hiring the second company, and $50 for the laminate floor. read more

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Unprofessional & careless! They damaged the brand new floors, damaged the drywall and damaged just about every piece of furniture. I will NEVER use them again and making sure everyone I know doesn't use them as well. As a business owner myself I find it horrendous to treat customers this way. read more

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After good conversations and coordination, the day of the move saw them almost 3 hours late and no phone calls. We missed our elevator window and on top of that, they charged us for the extra manpower to ensure the offload was completed on time that the Apt Manager gave us to help us out. By the way, did I mention it was a move for my 89 and 85 year old in-laws? No calls from owner, no apologies, just a threat to collections if we didn't pay the full bill. Shameful read more

Arrowsmith delivered a sofa I purchased from Urban Barn in Nanaimo in a very narrow window of time. Their office/dispatch staff and the people driving the truck were very professional and helpful. I would highly recommend them. read more

Extremely unprofessional, treat your possessions with very little care, it's just another job for them, terrible customer service, don't return your calls and when they do their answers are short, like it lump it, we've got your stuff, deal with it. Horrible company to deal with, they promise you the moon and deliver on none of their promises. Will never use another Atlas Vanlines mover again, most stressful moving experience of my life. read more