Sanelo Singapore

1. 1.0Francisco V.1 Jun 2024

   Relocating is stressful. I have moved to over 5 cities and it doesn't get easier. In all my relocation, I have never had to worry about the moving companies that I engaged with. They provided clear and timely correspondence, proper follow up and ensured that the whole process was smooth from the start to delivery. Most importantly, my items were packed carefully and delivered in good condition. This changed when I used Sanelo. The initial meetup was decent with the quotation sent swiftly. It stopped there. The following were the sequence of events that made the move a nightmare: We were told that 8 chairs could not be packed as we had exceeded the total volume. The cost to include the 8 chairs would be an additional 20% of the total cost. When our shipment arrived at the destination, it was stored at their delivery partner's warehouse. However, we had trouble securing a delivery date. Sanelo used a local delivery partner at the destination to clear customs, provide local warehousing and make the final delivery. When I called the local delivery partner, they informed me that they will only schedule the delivery once Sanelo has paid them. I was shocked as I had paid Sanelo in full 3 months back. All port charges and customs duties were paid immediately to the local delivery partner. I had to call Sanelo to demand that they make payment immediately or my shipment would have been sitting there for a long time. On delivery day, I received a broken table, a damaged standing lamp, numerous glassware shattered, decorative jars cracked, a dented/scratched up wooden lacquered cigar humidor (which I've had kept in perfect condition for the past 18 years) and they cracked my wine fridge. I have not had the chance to look through the rest of the items to know the true extent of the damages. I understand that there may be a few breakages during a move, however, this was very different as many items were damaged. Our move with Sanelo has been a very difficult and unpleasant ordeal. They were difficult to reach, had poor follow up and they did not put due care in handling our belongings. 1 out of 5 stars is way to generous.

2. 1.014 May 2024

   Update: Reported to police, foreign currency stolen during the pack out. Santa Fe does not help or follow up. Basically using their services means inheriting high blood pressure, writing 70+ emails back and forth and you would incur damages and stolen items. Avoid at all costs. Items took 2 full months to arrive vs 3 weeks in which they quoted. Items were damaged, either dented, important documents left in poor condition because they insisted on packing every single item for me, shoving items into the boxes, and worst of all foreign currency stolen by movers. 1. Movers were 1.5 hours late, I understand that there may be delays but 1.5 hours is a lot. 2. Movers were extremely slow, packing finished at around 1.30pm and started around 10.30am. There were only 2 movers here, I have been moving since I was a kid and though it's a small apartment, there would always be 3-4 movers and everything would be moved in 15-30 minutes. Even more confusing was the fact that I used your service from Hong Kong and it was exactly 15-30 minutes and extremely efficient. 3. Prior to the move I must have asked about 10 times in total for cardboard boxes, was given medium to small sized boxes, not large ones which is puzzling, had to ask for wrapping paper and bubble wrap again since it was not given to me at one go. Small boxes can barely hold 1 pillow so not sure what the point of them is. Which was partly why it took 3 hours to move everything! All times I have ever moved, I have been provided with boxes, tape, wrapping paper at least a week beforehand. All items I packed in boxes were ripped up and repacked because the "boxes were too heavy", as if relocating isn't supposed to be heavy?! Worst of all, I do not want them touching my stuff, thing's that were in good condition were shoved into the box and left either damaged or in bad condition. These are items that are either of sentimental value or important documents. Lack of clarity on quotation of insurance value, filled in the form and total protection amount I requested for, had my form amended by a representative and somehow my total value came to double the worth of my actual items , was told I will hear back, my items have already been shipped but I still have no idea on this protection amount and whether it's protected at all. Basically if you don't ask you don't get, and you need to ask 2-3 times to get any sort of answer. For this price, branded as a "premium" mover you expect a lot more. Very very poor and disappointing experience, expected a lot more especially since you facilitated the move from Hong Kong to Singapore and was very seamless and smooth. Should have checked the Santa Fe maps review instead of Sanelo as that was where the real reviews were.

3. 1.0daezjn7 May 2024

   We were recommended to Sanelo by a friend. Felt like the Sales Customer Representative was just happy to lock us in and get his commission once we settled the quote. Promised us our shipment will be ready to ship in time for our home move in (3 months away), promptly sent the packers in and picked up our boxes in a truck. Never heard from Sanelo again nor the Sales Customer Rep on any helpful follow up. We had to follow up with Sanelo the whole time to the point the Rep went MIA when we asked how come our shipment was not sent as promised when we found out 2 months in, our boxes were still sitting in Singapore when they should have been on their way to us! The Rep also disclosed he over charged us (which he ignored our queries on), and instead asked us to pay a few thousand dollars more for a private container (he had originally advised on a shared container knowing our deadline) to expedite the shipping when it was no fault of ours but Sanelo's. The staff were not helpful or responsive in Singapore via email or Watsapp, so I had to reach out to someone higher up in Sanelo on LinkedIn to raise our issue which finally got the attention of the Director of Sanelo in Singapore. Shared proof and screenshots of our chats with our Rep with the Singapore Director who was only then willing to cooperate and offered to expedite our boxes immediately on the next available container and cover the cost for the rest of the journey- which we were appreciative for. But we didn't feel that Sanelo was living up to their business values as advertised in their website promising that they will make relocating easier. Sanelo really needs look into maintaining a good customer service standard and do a better job at keeping customers informed on the status of their shipment on a regular basis. Bear in mind that once the shipment left Singapore shores after the debacle, we never heard from Sanelo on any follow up again. Our shipment that was meant to take approximately 2 months to arrive, took 4 months instead. Besides our experience, I would like to share that the only stellar feedback I can give were the packers. The packing team did an exceptional job. They were fast, efficient, professional and friendly. All items received were in good condition and nothing was broken.

4. 5.0Lily T.28 Apr 2024

   Had a smooth relocation from the start to delivery of my shipment with the impeccable assistance from Elisha. He is very responsive, knowledgeable and willing to go the extra mile to assist my requests in this move. Many thanks. Rock solid!

5. 5.0Zeng Z.24 Apr 2024

   Seen their bad review and was skeptical to go ahead with Sanelo however Kristin was very assuring, detailed, professional throughout hence we took a leap of faith to move forward. We were right with them as the team were great, packed our belongings professionally and took good care of our valuable items. The process was smooth and we are happy with the overall experience. Thank you

6. 5.0Nicole X.27 Mar 2024

   Elisha is a very professional and meticulous consultant. He understands my needs very well, and everything went smoothly this time. I'll contact him again if I need anything in the future.

7. 1.0Ashim S.16 Feb 2024

   I had used the parent company few years ago and was very happy but Sanelo Singapore please please do NOT use.I wanted to insure my goods with them but they refused. I also didn't emphasis much as my goods were full 20ft but when I rcvd in Vancouver there were so many things broken and lost. They even managed to break my wedding wooden bed. When I reported they just said you didn't insure! Their counter part in Vancouver Compass relocation are the worst and between both the companies there is No clear coordination no communication and no Trust ultimately we suffered due to this.

8. 5.0-Arthur -.7 Nov 2023

   Move from SG to TW,nice client experience. Special thanks to Elisha(SG), Jose (SG)and Sidney (TW)

9. 5.0Touta H.26 Oct 2023

   I have moved home many times before in my life , So far Sanelo is the best . Hand with care , professional & fast , really satisfied👍

10. 5.025 Oct 2023

    Elisha is very responsive and professional.

11. 5.0May Fong L.19 Oct 2023

    Had the best experience working with Elisha who was very responsive and professional. I was provided with all the necessary details and was guided step by step to prevent me missing important logistical and legal/customs and immigration procedures.

12. 5.0John D.17 Oct 2023

    Great customer service , excellent follow up and communication while i was evaluating the quote… and the team who did the moving itself was super professional and good working

13. 5.0TARA D.11 Oct 2023

    We are still discussing our forthcoming move with Sanelo. I have had a very good experience with the person assigned to deal with us, Mr Elisha Eng. I have found him courteous, very quick to respond to whatever we needed in terms of clarifications, or a 2nd visit to out apartment to gauge the volume. He also unfailingly replied to any questions I had about moving, insurance cover, and unpacking at the other end, and in a timely manner. This is the main reason we are going with this company for our move, even though it is not the cheapest quote. I hope our actual experience with the packing and move is equally good, at this stressful time! Thank you, Elisha.

14. 5.0Terence L.19 Sep 2023

    My move from Tokyo back to Singapore has been smooth, seamless and easy with Sanelo. The crew in Japan was professional, careful, gentle and worked very efficiently. The delivery and unpacking crew which was led by Tyron in Singapore was very professional and efficient too. His team planned the delivery date well, coordinated with the condo’s management and was punctual. I live in a tiny condo apartment and even though the corridor was tight and space limited, it didn’t slow them down or stopped them from doing a good job. And as I’m living in a very small temporary apartment that can’t accommodate all my belongings, I had to ask the crew to take some of them back to be placed in storage. Also I had misplaced some items in boxes but Tyron and his team were kind enough to open up box by box to help locate them for me. I’m so thankful for the flexibility and willingness to help. Relocating from a country to another with family isn’t easy. But having a great team like Sanelo with folks like Kristin, Jose, Tyron and Amy by my side made the whole experience much more pleasant. Five stars and champagne for all around!

    Response from the business

    Dear Terence, Thank you so much for your review. We are pleased to hear that your move from Tokyo back to Singapore was smooth, seamless, and easy with Sanelo. We are especially grateful for your feedback on Tyron and his team. It is always rewarding to hear that our team members are going above and beyond to help our customers. Thank you again for choosing Sanelo for your move. We wish you all the best in your new home in Singapore! Sincerely, The Sanelo Team

15. 5.0成吉丽8 Aug 2023

    I would like to express my sincere appreciation for the exceptional service provided by the team during my recent moving experience with Sanelo in Singapore. In particular, I would like to highlight the outstanding support I received from the Sales Manager, Kristin. Throughout the process, Kristin exhibited an incredible level of patience and professionalism that greatly exceeded my expectations. I encountered a significant challenge with the Canadian visas of my family, which required multiple rounds of communication and careful consideration. Kristin's expertise and dedication shone through as she provided me with invaluable advice on how to navigate this complex situation. Her creative solution not only alleviated the stress of managing the logistics but also showcased her dedication to finding the best possible outcome for me as a customer. Kristin's willingness to engage in numerous conversations, addressing a wide range of questions and concerns, truly demonstrated her unwavering commitment to customer satisfaction. Her proactive approach and thoughtful guidance reassured me that I was in capable hands, even amidst the uncertainties I faced. I am genuinely impressed by the level of service provided by Kristin and the entire Sanelo team. It's evident that this company places a strong emphasis on delivering not only a quality moving service but also a memorable and reassuring customer experience. Please extend my heartfelt gratitude to Kristin and the entire team for their outstanding efforts. I look forward to completing my move with Sanelo once my work visa is secured, confident that I am in the best possible hands for this transition.

    Response from the business

    Dear 成吉丽, Thank you so much for sharing your heartfelt review of your recent moving experience with Sanelo in Singapore. We truly appreciate your kind words and are delighted to hear that our team provided you with exceptional service. Your recognition of our emphasis on both quality moving services and customer experience means a lot to us. We'll make sure to pass on your heartfelt gratitude to Kristin and the entire team. Wishing you all the best in your upcoming transition. Warm regards, The Sanelo Team

16. 5.0Qiu Rong P.8 Aug 2023

    We engaged Sanelo for our overseas move from SG to the Middle East. The consultant who came to our place to assess and advise was prompt and efficient in providing us with an estimated quotation for our move. This led us to entrust our big move in the good hands of Sanelo. The packing team came in the morning and did a wonderful job. They were competent and pleasant. They gave their best to pack our things into 40+ boxes with utmost care and professionalism. We are happy with the excellent service provided by Sanelo thus far, and we look forward to receiving our shipment in the Middle East soon.

    Response from the business

    Hi Qiu Rong Pek! Thank you so much for taking the time to share your positive experience with Sanelo during your overseas move from Singapore to the Middle East. We appreciate your kind words about the excellent service you've received from Sanelo so far. Rest assured, we're working diligently to ensure your shipment reaches you in the Middle East with the same level of care and professionalism that you've come to expect from us. Thank you for entrusting us with your big move, and we can't wait to assist you further as your journey continues. Sincerely yours, Sanelo Team.

17. 5.0Kenneth G.3 Aug 2023

    When I first proposed Sanelo to my client, I wasn't sure what to expect. Now that everything is done, I'm glad that my client took my recommendation. The experience was positive throughout, both during pre-contract and actual packing. Leha did a wonderful job to note all the items to be shipped and recommended a good solution. Working with the packing team was also very positive. They were punctual and professional. The supervisor, Said, also kept me updated on the progress throughout.

    Response from the business

    Dear Kenneth Goh, We truly appreciate your thoughtful review and are thrilled to hear about your positive experience with Sanelo. Your confidence in recommending us to your client means the world to us, and we're delighted that we were able to meet and exceed your expectations. Thank you for entrusting Sanelo with your client's moving needs. We're grateful for the opportunity to have been a part of this journey and are here to assist you with any future endeavours. Should you or your clients require our services again, please do not hesitate to get in touch. Warm regards, Your Sanelo Team

18. 5.0Glen P.2 Aug 2023

    I have moved from Singapore to Hong Kong recently. Excellent door to door service provided by Sanelo, especially by my Relocation Consultant Elisha. He is very professional, helpful and knowledgeable in this his work. Recommended!

    Response from the business

    Dear Glen Pang, Thank you for sharing your positive experience with Sanelo during your recent move from Singapore to Hong Kong. We're thrilled to hear that you had an excellent door-to-door service with us, and we greatly appreciate your kind words. Elisha, your Relocation Consultant, will be delighted to know that his professionalism, helpfulness, and knowledge made a positive impact on your moving experience. We take pride in our team members' dedication to providing top-notch service, and your recommendation is truly valuable to us. Warm regards, Your Sanelo Team

19. 5.0Tom C.28 Jul 2023

    We have had a great experience with Sanelo. Their consultant arrived on time and walked through our house and afterwards sat down with us and ran through the whole moving process and what to expect. We got a few other quotes and everyone was about the same however we selected Sanelo based on the personalized service. Once we had our packing day booked in it all came around really quickly and on the day the movers were fantastic and nothing was too much trouble. Everything is on its way now to the UK and we can’t wait to be reunited with our things.

    Response from the business

    Thank you, Tom, so much for taking the time to leave such a wonderful review about your experience with Sanelo! We truly appreciate your kind words and are thrilled to hear that you had a great moving experience with us. Our team strives to provide personalised and top-notch service to each of our valued customers, and we are delighted to know that our consultant made sure to walk you through the entire moving process, ensuring you knew exactly what to expect. If you ever require our services in the future or have any questions, please don't hesitate to reach out. We wish you all the best in your new home! Best regards, The Sanelo Team

20. 1.0Wong M.19 Jul 2023

    I have engaged with Sanelo Singapore for a local move in Singapore. It is supposed to be a 3 days job total pack / unpack service (4 jul to 6 jul). At the end they could not finish the job because of short of staff, they extended to 7 Jul just barely able to clear my old house, move all the boxes to my new house. They cannot send any resource to unpack the boxes for me so at the end I unpack everything myself and they only come back to pick the paper boxes on 9 Jul. so it dragged to almost one week moving exercise. I have asked for a partial refund as they did not perform any unpack service for me but they refused to refund to me. Since then I tried to call them but of course they did not pick up my phone anymore. The sales I have dealt with is Alex Tan and the moving coordinator is Edna Santos. Absolutely terrible service. here one photo for your reference how they stack everything into my condo corridor on 7 Jul evening 9pm and needless to say I received fierce complains from my new neighbours.

    Response from the business

    Thank you for taking the time to share your feedback with us. We are truly sorry to hear about the negative experience you had during your move. Please accept our sincerest apologies for any inconvenience or frustration this may have caused. At Sanelo, we take customer satisfaction very seriously, and we have taken immediate action with our subcontractors to address and rectify the issues you encountered. Rest assured that we are committed to ensuring such incidents never happen again in the future. Our dedicated customer service team is actively working to sort out all the concerns you raised, and they have been in touch with you to address the matter personally. Should you have any further concerns or questions, please don't hesitate to reach out to our customer service team. We are here to listen, assist, and ensure that your moving experience is a smooth and positive one. Once again, we apologise for any inconvenience caused, and we are committed to making things right. Thank you for choosing Sanelo, and we hope to have the opportunity to restore your trust in our services. Best regards, The Sanelo Team

21. 1.0Tiffany H.22 Jun 2023

    Extremely let down with the SantaFe/Sanelo service and their unresponsive staffs. I relocated from Australia to Singapore and was handled by Kristin Goh and Edna Santo. The packers in Australia were very professional and delivered awesome service. However, the moment we received our first delivery in Singapore, it was a complete nightmare. Both co-ordinators who handled my case were impossible to get them, both by phone and emails. The job was half way done with many boxes unopened and not cleared. My house is a mess with many carton boxes and with no help from Santa Fe. Kristin Goh never picked up the phone and Edna Santo's number was always engaged. They don't reply to your emails too. All you can do is to wait for them to call you. And yet, bonus, they always change the appointment. I am currently still waiting to be 'informed' on my second delivery to my workplace. It is easier just to roll a dice and predict your future, than relying on Santa Fe/Sanelo. I would never recommend them to anyone who needs to do International relocation or even the local move. Extremely unprofessional, unreliable and unresponsive whatsoever.

    Response from the business

    Dear Tiffany H, We apologise for the distressing experience you've had with our service during your relocation from Australia to Singapore. It's disheartening to hear about the challenges you faced with our coordinators and the communication issues you encountered. We understand the frustration caused by unresponsive staff and missed appointments, and we deeply regret any inconvenience this may have caused you. We apologise for falling short of your expectations and want you to know that we take your comments seriously. If there's any way we can assist you in resolving the outstanding issues, please do reach out to us directly. Best regards, The Sanelo Team

22. 1.0Quentin P.13 Jun 2023

    I had a horrible experience with Sanelo from beginning to end: poor packing that led to multiple broken items, delays in shipping vs plan, inconsistent information on customs that led to extra costs, seriously incompetent insurance leading to a slew of contradictory emails and no resolution in sight on compensation for broken items... I've moved countries multiple times, and I've never seen such poor performance. Stay away!

23. 1.0Pete H.13 Mar 2023

    I moved from Singapore back to Australia in December 2022 and used Sanelo. I got about 5 quotes, and honestly this one was the most expensive one, but because a friend had used them, I decided to go with Sanelo. My friend's experience was ok, but my experience was dreadful. The operations guys packed stuff we didn't want to send (which we didn't know about including a soiled double ikea mattress that we sent to the tip when we got home, and other stuff like paper towel which cost more to ship than buy at home), and then wouldn't let us pack stuff that we did what to send (as the container was full by this stage), they also mis-labeled cartons which made stuff hard to find and thus boxes were sent to the wrong rooms. The unpackers Oss World Wide Movers were excellent but were amazed at the job their partners did. Whilst not the end of the world, they also overcharged me for a handyman who wasn't needed, promised a refund that they never paid, and used dry-cleaners for curtains that came back with more not-less stains. This is my first 1 star review (albeit haven't written many reviews in total), but my experience was so bad, that I really wish I had gone with any of the other moving agencies, and suggest others consider doing the same.

24. 1.0Lil20 Feb 2023

    The ontact number listed is a joke. Can call until end of the world nobody answers. Probably a reflection of the UK situation now.

    Response from the business

    Hi there, we respond quickly to enquiries on our estimate form. Sometimes our representatives are engaged throughout the day and the online form will be an ideal way for us to get back to you.

25. 1.0David K.20 Feb 2023

    contact number listed nobody answer

    Response from the business

    Hi David, we respond quickly to enquiries on our estimate form. Sometimes our representatives are engaged throughout the day and the form will be an ideal way for us to get back to you.

26. 5.0Marc11 Sep 2022

    Amazing experience with Sanelo - despite a move being a very stressful moment for any family, they made all they could to make it a smooth and stress free experience, always handling our queries promptly and professionally. I particularly would like to thank Fahmy for his professionalism, kindness and patience.

    Response from the business

    Hi Marc, Thank you for your kind words! We strive eagerly to provide the best moving experience for our clients and your feedback serves as an encouragement to the team. We've also conveyed your appreciation to Fahmy. Thank you for moving with Sanelo, we hope to assist you again in future :)

27. 5.0Alyxandria L.15 Mar 2022

    Need to store my belonging for a renovation and move some belonging when the renovation was being carried out. Tyron from sales was very accommodating and helped me keep to my budget. Raffles, from operations was very helpful and accommodating too! Was assigned Ram and his team. The move was carried out so smoothly and efficiently. Will definitely recommend Sanelo.

    Response from the business

    Hi Alyxandria, thank you so much for your kind review. We take great pride in helping our customers move home happy, or in your case, renovate happy. We've let Tyron know and he was delighted to hear of your review and was glad that you helped so much in the move planning. We'd love to serve you again in the future.

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