Avenue Moving & Storage Ltd

One of the worst companies I've ever had the misfortune of using - without even having the choice.

I ordered multiple pieces of furniture from Restoration Hardware and these guys are the contracted distributor.

RH sent us a number of broken pieces so we kept having to return them. (It was RH, not AMS, that damaged them). However AMS is the only one who can do delivery and pickup and they only come to our area once a week (?!). So when we make orders and they're wrong or damaged and RH needs to send us new pieces, we have to wait for AMS to schedule with us on the 1 day a week they come to our area. You can imagine how frustrating that is.

Well, it's even more t's been 3 times in a row where they have not been able to meet the time they have scheduled with us.

First time, we scheduled with them, then booked the elevator. Our building only let's us do it in certain time chunks, so I booked it for 12-4 and asked AMS for that time. They called to confirm and said we were booked between 11:30-1:30. I said, ok, well my building won't let you in until 12, so they may have to wait. They said "oh, no, if they have to wait longer than 15 minutes, they leave." But my scheduled time window was 11:30-1:30, so why would they leave? That's my time window! The person on the phone couldn't answer me. Luckily, they came at 12, so it was fine. Imagine if they had come earlier.

Second time, they are supposed to bring replacement pieces for 2 pieces that are broken that we still have here. They are running late. Won't make it before 5, which is the deadline for our condo to let people in. I said they better make it because we already had to wait 2 weeks (cause of RH) for these replacements. They said fine, they'll bring a different team. They do, the replacement pieces are also broken (because of RH) so they need to send them back. At this point, I'm over RH and say, just take it all, I want all my money back. They can't fit the other pieces in their truck because they only brought a small one. So I'm stuck with 3 pieces I don't want and can't get my money back until it's returned.

Since they only come to my area once a week, I have to wait another week to get my money back. (Meanwhile, this is on a credit card with credit card deadlines that I have to pay, so time isn't exactly free here.)

I get RH to schedule them to pick up next week between 2-4 so this can be done with. The following week (week of the pickup) on Monday, I get a call from Jeff asking me to schedule pickup of the console. I call him back saying "um, we have 3 pieces for pickup, and we already scheduled this last week between 2-4, please confirm." He sounds confused and then says ok it's fine. Ok, fine.

On Wednesday, I get a call from someone else confirming pick up for these pieces is between 6:30-7:30. Nope. My building won't let you in past 5 and that was not what was scheduled last week or with Jeff on Monday. Ok, fine, they said. Ok, fine. No one seems to know what's going on.

Today, pickup day, between 2-4, I get a call at 2 - we won't be able to make it by 2, we'll be there at 3. Ok... I missed an important meeting because I didn't think I'd be home by 2, but fine, be here are 3. At 3, get a call - we'll be there at 3:30.... 3:30, they're not here. 4, they're not here. I call - they're stuck in traffic, but they are on their way. 4:45 I call again because they are *still not here* and the manager says they'll have to reschedule. NOPE. Been waiting ANOTHER WEEK to get my money back from RH because you guys can't get to my area any other day during the week? You can't even get here on the one day of the week! Apparently, they get here are 4:50 and are turned away by security. OBVIOUSLY - you can't move furniture out of a building in 10 minutes.

So now I'm stuck with over $13,000 bill on my credit card because AMS can't stick to their own moving schedules. Not to mention how rude they've been this ENTIRE time.

Side note- the movers themselves are SO nice and I appreciated them every time they came here.

I am just trying to return furniture back to RH so I can my money back, and AMS is holding us hostage!

If you can avoid using them for anything, AVOID THEM.