0* Subpar Professional Standards
We used OSS World Wide Movers for an international relocation (Australia to Gibraltar). The experience was extremely disappointing from start to finish.
We were initially sold a maximum estimated storage/transit timeframe, but our shipment sat for months with repeated reassurances that dispatch was “imminent.” Updates were vague and inconsistent, and we frequently had to chase OSS for basic information. What they communicated and promised us was never delivered
When our belongings did finally arrive after six months, multiple furniture items were damaged — those that were severely damaged were unfixable. Several pieces were chipped, smashed, or structurally compromised, and sentimental, irreplaceable items were broken. We were explicitly instructed not to pack anything ourselves because OSS would handle "professional" packing.
After all this and despite extensive photographic evidence, OSS refused to assess responsibility, stating that because advanced transit insurance was declined, the matter would not be reviewed “regardless of the nature or cause of the damage.” Damage was repeatedly described as “normal transit movement,” even where the extent of destruction was clearly inconsistent and not caused with minor vibration or wear.
The most concerning aspect was the position taken by OSS that service quality and packing standards are irrelevant if insurance is not purchased. Insurance may determine financial recovery, but it does not erase a mover’s responsibility to pack and handle goods professionally. The refusal to separate insurance coverage from basic duty of care was embarrassing on their account, and frustrating and disappointing on ours.
OSS referenced industry standards, but in our case there was no meaningful accountability when the outcome fell well short of professional expectations and denied all accountability.
Bottom line is that we lost thousands of dollars worth of precious items that we worked hard to obtain all because OSS does not respect the property of their customers nor how long it takes to get there. They possess an inflexible, dismissive approach to responsibility once problems arise, and while we cannot pursue legal action any further, we would not recommend OSS World Wide to anyone.
Reply from OSS World Wide Movers
Dear Rose Family,
Thank you for taking the time to share your experience. We are genuinely sorry to hear that the relocation did not meet your expectations, and we appreciate the opportunity to clarify several aspects of the service provided.
Your consignment was shipped via a "shared‑container service", which requires time to consolidate multiple shipments at origin before departure. This was outlined clearly in your quotation, which stated:
"The standard transit time for a shared container service to Gibraltar is approximately 16–20 weeks depending on volumes at the time of your pack and uplift. Your goods will be held in our secure bonded warehouse until we have enough volume to fill the shared container. Please note the transit time quoted is neither a minimum nor a maximum period, but our best estimate, so while our shared container service is the most cost‑effective option for you, if you have specific transit time requirements e.g. you require a specific delivery date, then please let us know as an alternative shipping method may be better (although will be more expensive).”
In your case, the consignment was uplifted on 19/06/25, departed on 01/09/25, and was delivered on 16/12/25.
The uplift crew that packed your consignment, Josh, Dyane, Matt, and Shane, consistently receive outstanding feedback across hundreds of reviews for their professionalism, care, and attention to detail.
Regarding the unfortunate damage reported upon delivery, we fully understand how distressing this can be. It is important to note that transit insurance was offered and declined. In the absence of insurance, the inherent risks associated with transporting household effects across the world—particularly over long sea voyages—become self‑assumed. While legal avenues remain open to you, it is important to recognise that such claims almost certainly fail, as moving companies are not held responsible for the inherent and well‑outlined risks of international transit when insurance is declined.
Our review of the packing and handling records, along with the nature of the items affected, did not indicate insufficient packaging or improper handling by our teams. Certain product types—particularly kitset, MDF, and lightweight composite furniture—are statistically more susceptible to dents, chips, and structural compromise during international transit, even when professionally packed. This is why insurance is strongly recommended for all international relocations.
We are happy to share photographs of the loaded container, which show the care and attention applied to all consignments shipped alongside yours, and which reflect the professional standards followed throughout the process.
We understand your disappointment, and we regret that the outcome has led to frustration. While we stand by the service standards applied throughout your relocation, we also recognise the emotional and financial impact that damage can cause. Your feedback will be shared internally to ensure ongoing review of communication processes and customer expectations around shared‑container timeframes and transit risk.
We appreciate you taking the time to provide your perspective and wish you all the best settling into your new home.
Regards
OSS World Wide Movers