We had decided to sell our home and travel for at least one year, and wanted to have Tender Touch to pack our artwork and other delicate items, move our goods into their storage, then move everything to our new location when we returned. The pack and move into storage started off badly with some minor damage to a wall and a stair railing that should have been protected but was not. Some items were poorly packed and garbage was left strewn about, but the company sent someone to take charge and address all the issues. We were satisfied with the end result of this part of the move.
One year later our possessions were taken out of storage and moved to our rental home. Our sectional sofa which was brand new and pristine when it had left our home, was returned to us with a puckered tear in the side. It was obvious this had occurred over a length of time from improper storage, as the fabric was stretched out as if something had been leaning against it for a considerable length of time until the fabric had stretched out and finally tore. A crystal lamp packed by Tender Touch was broken when we unpacked it. The company denied responsibility for both items. They claimed none of this was their responsibility but the lamp would have been fully insured had we paid T.T. to unpack everything we had originally paid them to pack. The reason we paid the high price tag to have them pack delicate items was because we trusted in their expertise, but to pay again to have them unpack seemed like an unnecessary added expense on what was already an extremely costly undertaking.
The sofa was shrink wrapped by them, moved and stored by them and moved into our rental home and unwrapped by them. Why then are they not responsible? We truly fail to understand.
In the end, they offered us a goodwill gesture of a $75 "credit" with the stipulation we sign a document agreeing to the following as written in their release:"no negative publicity is to be published on any media". After paying over $7500 for their services and getting back our brand new $3000 sofa with a hole torn in it , we decided to forgo the $75 "credit" to warn others about this company.
If they are so proud of their stellar customer service why try to silence us?