Stay away from this company
Please note that the company is reporting all negative reviews on Trustpilot as harmful or not legit in order to get them removed from the website, and their Google Maps profile is full of 5-star reviews from users which are all very similar and super generic. STAY AWAY FROM THIS COMPANY!
Worst moving experience I ever had - moving company solely driven by money with zero care for customers. Dishonest people, stay away from them.
Arranged dismantling/packing/collection for ~25 small boxes of clothing/shoes/pots, 2 bikes, four chairs and two work desks for a move from London to Amsterdam. Found the pricing (£2.4K) and the timelines to get the stuff into Amsterdam offered by the company extremely attractive. On the moving day, two very rude and without much moving expertise men showed up at my door, and initially refused to dismantle the desks and chairs claiming they were not paid for doing so - had to literally persuade them to do so, and eventually they were not even able to dismantle a simple Ikea chair and messed around with the work desks as they did not have all the necessary tools.
However, the worst still had to happen - on the same day of the collection, late at night (around 10pm) Vicky from Customer Service sent me an email informing me that my stuff weighed more than 1.3 tonnes (vs. an agreed weight of ~450kg), hence had to pay right away £1.6K extra to get my stuff delivered to Amsterdam. She attached only a receipt of the weight taken in the afternoon without context on what was actually inside the van (was it even "my" van?) when it got weighted. She claimed the receipt was correct because of the time shown in the receipt and the license plate of the van (am I supposed to know that?). I found the email extremely suspicious (because of the time it got sent and the nasty wording used by ExpressRemovals when I asked for explanations on the process) and Vicky got extremely pushy to get paid as soon as possible to process the shipment. The day after (on Friday 21-Apr) I asked to speak with her manager to get an understanding of what happened but it was impossible to get hold of him as "too busy". I knew for a fact my stuff didn't weigh that much (shoes and clothing cannot weigh more than a car!), however I did not have any choice but to pay. They were not willing to let me go to their depot to check the weight together (they mentioned some random reasons on the phone) and obviously they were holding all my belongings as "hostage". I eventually paid £1.6K extra, and the extra fee included transportation of all the goods to the 4th floor, clearly shown in the receipt.
On the delivery date (one week after the collection), the driver showed up very late at ~11.30pm (with extremely poor communication from Vicky/ExpressRemovals on the ETA) and refused to take my stuff upstairs since his service fee did not include transportation to the 4th floor. I showed him the receipt proving that I paid exactly for that service however he dropped all the boxes and left right away. He even asked me to get paid £400 cash to bring the stuff upstairs, a job I already paid for! Thankfully most of my belongings arrived in one piece (two pots got broken), as I was fearing for the worst.
The day after, when I challenged Vicky and her "management" team on this massive inconvenience (I even included pictures and one audio recording of my conversation with the driver), Express Removal refused to take any accountability for the miss in the service and claimed that the driver offered to help but I refused. I was there with my partner willing to bring the stuff upstairs with him to end the job as soon as possible as it was super late already; the audio recording, which I can attach to this review as well as all the emails with Vicky and receipts in case they reply to this review, proves the exact contrary. ExpressRemovals eventually stopped replying to my emails/answering my phone calls, and I am currently seeking legal advice with the audio/video proofs.
Do yourself a favor, if you are in need of a moving company: go to someone else even if they cost slightly more and DO NOT trust the Google reviews (they are exactly the same across multiple customers). Any accredited moving company can surely do a better job than this dishonest bunch of people (just to finish, Vicky and Louis from the management team on their electronic signature claim 5-star on Trust Pilot which is a big lie as of 29-Apr).
