They are NOT a real removal company - don't be fooled.
Our experience was very mixed to be honest.
We called up on Monday morning needing a move the same week and we got booked in on Wednesday, which was fantastic. Sarah from the sales team was very helpful and reassuring on the phone. We were told two vans would arrive with a driver in each.
When i booked I was told that we didn’t need any additional people to help load the van, as the drivers would help each other, but that that turned out not to be case at all. I was also told they would be driving together and it honestly sounded like the drivers was part of the same company - European Moving - but I later find out they are freelancers who gets booked almost like UBER. They are not employed by the company but simply random men with vans who pick up jobs and the company DON'T EVEN KNOW THEM in advance.
I was told we needed a 1st floor addition to our quote as we where moving from 1st floor to 1st floor - however the van drivers never went up any further than ground floor and at drop off neither of them left their van. More to follow on this.
The first driver arrived on time at 8am on Wednesday and although he spoke very little English, he was good. My husband and our friend loaded up the van and then the driver took off.
The second driver however was supposed to arrive at 10am, but didn’t show up until 1pm. He wore flip flops and was generally useless. He never left his van and at one point stood on our armchair to put something at the back of the van. He also drove into a tree outside our old flat, but didn’t damage it. We where certain our stuff would be damaged by the time it arrived in Copenhagen (which thankfully it was not).
The first driver arrived at the expected time on Thursday at midday, but we where then told the second driver wouldn’t arrive until 7pm that night. As we were unable to accept delivery that late in the day (as we moved into a flat) we asked that he came the next day at 8am - which he did.
When he arrived he was in a foul mood and again wearing flip flops. He only loaded to the front door and I along with a couple of other people then liftet the stuff to the 1st floor.
I was so overwhelmed by the whole situation I didn’t check the whole inventory, but about 1 hour after the second driver had gone I realised we where missing our £500 Dyson hoover that was in the second van.
I can only deduct that the driver was upset about having to come back the next day, so he decided to help himself to the hoover.
I flagged this with European Moving, but have yet to hear anything back.
We have also requested that the additional £400 we paid for 1st floor pick up and delivery be refunded as we did NOT get that service, but have yet to hear anything back.
So although our stuff did get from Copenhagen to London (minus the hoover) I would NOT recommend and wish we had gone with a PROPER removal company.
We are sorry to hear that our services did not meet your expectations. I can confirm that your complaint has been responded to by email some days ago and a partial refund has been offered. Please also see the following response;
We do not hide away from the fact that we do not employ the drivers directly. All of our suppliers have been working with us a number of years and each job is individually contracted. We offer a low cost alternative Man & Van service to our customers as opposed to a standard removal company. We are proud to be able to offer an Uber like service to our customers.
It is simply untrue to say that we not not know the drivers in advance.
Each van is provided with 1 driver to assist with the loading and unloading, depending on which service you have booked. We make it very clear that for each van provided by European Moving the customer should provide a minimum of 1 additional helper.
We offer a morning or afternoon time slot, mornings being between 8am - 12pm and afternoons 12pm - 4pm. We do not provide specific times and we cannot guarantee that the drivers will arrive together, although we will always do our best to make this happen. I apologise for any mis-understanding.
All of this information can be found across all of our literature, including the quote that was sent prior to booking.
We are sorry that the 2nd driver arrived slightly later than scheduled, unfortunately due to the nature of the business delays can sometimes occur for many reasons.
Had we been made aware that you had a problem with the 2nd driver we would have been more than happy to put this right for you, even finding a replacement driver if necessary. It is difficult to rectify any problems if we are not informed of any.
Unfortunately due to the delays with the 2nd driver on collection and scheduled break times, this then resulted in a delay upon delivery. You were informed that the driver would not arrive until much later in the day and that we recommend that you take delivery the following morning, to which you agreed.
We specifically ask that you produce 2 hard copies of your inventory on collection day and ensure that all goods are checked on and off the van/s. We also ask that both yourself and the driver/s sign each copy to confirm that what has been loaded has also been unloaded.
As with any insurance claim you must be able to prove that the goods were on the original list, however after further investigation we can find no record of the hoover stated as missing in your complaint. Furthermore both vans were stopped and checked and each were confirmed to be empty.
We are however pleased to know that the remainder of your shipment arrived without any issue. We would also be happy to offer you a 10% discount should you choose to use our services again.
In the meantime we would like to wish you all the best for the future.
Kind Regards
European Moving Team