cshowell

I wanted to warn as many of you as I can about the very poor experience we have just had with one of the major shipping companies. They come highly recommended by themselves and from various international banks (when you open your account before you go). I am not sure whether the forum rules allow me to name the company so for now I won't, but I am more than happy to PM anyone who wants to know who they are.

We had quotes from 2 firms. My husband was in the military and had limited time at home in order to be able to see the companies and explain about our garage situation (which was packed with half-filled boxes due to being moved from a 4 bedroomed house to a 3 bedroomed house - long story, not relevant here). We possibly should have had more companies out but time was short.

The company we went with were very competitive compared to the other company we had out. They also seemed to know their stuff whereas the lady who came from the other company did not seem at all competent. The chap who came gave a very good sales pitch about how he had been a packer for 10 years and really knew his stuff. He was very convincing and we booked through them. He said that our stuff came to 49m3 and that a 40 foot container was 69m3 so all our things would fit in with no problem. He also promised us sole use of the container so if he had got it slightly wrong there would not be any issues.

However, when the packers came they ignored the instructions to start with the garage (so that all the half filled boxes could be filled with bedding etc from the house) and started straight on the furniture. They packed things they were told not to, so we spent as much time unpacking things as they did packing them. My husband then noticed that they were only half filling boxes and were filling the rest with packing paper. If they had been valuables we would have understood. However, it was things like books and bed linen they were doing it with. We raised concerns with both the chap in charge and with the rep at the company, as we thought, based on the way they were packing, that it would not all get into the container.

When we spoke to the rep, she came back and reassured us that it was being packed in accordance with all the required regulations. However, to cut a long story short, it did not fit into the container. When we complained they just did not want to know and told us it was too bad. We were told to let them take away the extra items.

They also, during the packing, announced that items such as a tool box needed to be in a crate, at £90 extra. Despite the fact that the chap who came and did the quote had seen it and noted it, he never mentioned any extra costs. They turned out to be "nice" surprises on the day.

Everything went on the 19th December, including the three extra items which went off in their van. Today (the day my husband landed in Australia) they have come back and said that if we want the 3 items which did not fit in shipped, it would be an extra £460. We have no way of getting our goods back and shipping them with somebody else, as that would involve extra charges for the return. We also have moved out of our house and are in with in-laws in a different part of the country, which makes it even more difficult as the company involved don't want to bring the stuff back here.

Suffice to say we have had very poor service and the original quote had not matched what we are finally being charged.

Happy to PM the company details to anyone who wants to know.

I don't think we have any comeback or way to make them honour their original quote and that annoys me as well.

Just wanted to spread the word as I am one very cheesed off mummy!

Pomster

the half filled boxes are to ensure they are not cripplingly heavy- books weigh a tonne and cannot be safely lifted by one person if a teachest were filled.

They do also seem to have a specific order of packing- I think it is the goods which AQIS are likely to check being packed last (that was our experience anyway)

We did have a few problems with the quote- gave one, came back as they 'lost the inventory' then tried to up the quote.
We did not accept the change and asked for everything in writing. If you have a 'whole house' quote in writing, you should be able to get them the forward these extra bits in a shared container.

Despite our wobble over the re-quote, and the packers throwing a tantrum as we apparently had not done enough preparation (packing!!!), the company were fine.

cshowell

I understand about the boxes being too heavy but it does beg the question as to why they did not just fill two smaller boxes (which they had). It was just the whole approach which annoyed me which was "quote the same as everyone else and then add lots of extras once you have the business". It was a bit like booking with Ryanair, except that with Ryanair you know you are going to have to pay for lots of extras like using the loo or having a cup of tea on the flight. With these guys we had no warning at all, so it has left a rather nasty taste in the mouth.

Bermudashorts

There are loads of threads on BE about shipping companies, I still read them and I have seen no evidence to suggest that any one of the major players is particularly better or worse than any other.

Don't wind yourself up over it, they are there to pack and will do it in the best way they see fit, just as I am sure you do your job in the best way you see fit. There is no benefit to the person packing boxes to pack them badly.

It is important to get an agreed price up front though and you do need to discuss any special packing needs e.g. pictures, TVs, so that is a useful tip for anyone else.

Tim65

Had a similar experience only we shipped less but they tried to charge more, got no where with the complaint, sounds like the same company we used .

kirstyp

Sorry to hear about your experience.

Was your move a member of the BAR Overseas moving group (If you're not sure please feel free to PM me their name and I can check for you)? If so have a look at their consumer affairs section on their website http://www.bar.co.uk/consumer/AboutB...erAffairs.aspx - their free conciliation and/or independent arbitration service might be able to help you reach a fair resolution?

Almostaaussie

Hi, please can you message me their name.. We will be moving soon and would like to avoid companies like that.
Sorry that you had to deal with bad customer service.

Fathead

Pm me please so I can check