The entered comment regarding stairs wasn't informed to the people who picked up.
Reply from Loyal Movers
Hi Hiro,
thanks for your review and thanks for clarifying over the phone that the 4 star rating regarding 'Communication' was due to your belief that Upmove did not advise us of the 12 steps at pick up (which we noticed has since been updated on Upmove after we completed your move to show there were 12 steps). However, we did call you prior to your move to confirm if there were stairs but you advised there were only 3 steps. We have specific removalists who are accredited to move Pianos up and down staircases so we need to know this beforehand to ensure we send out the right removalists. Although we're disappointed in the 4 star rating, we hope that in future there is no miscommunication.