I contracted Movecorp to move my possessions from London to Berlin in August 2010 and I feel that the service I received was exceptionally unprofessional. I feel that the world deserves to know about the kind of service Movecorp provides.
The unprofessional actions of this company have severely disrupted the undertakings of my business in Germany and have also disrupted my home life in many ways. This is not a simple dissatisfaction -- I won't even go into the numbers of items that were broken or damaged during the move -- this seems to me like repeated, unapologetic breaches of trust between a company and a customer.
Item 1 - I received no collection notice. I was promised an advance notice of the collection schedule on the working-day before the collection but I did not receive this notice. I only found out what time of day the collection was scheduled for when the removals men rang my doorbell on the morning of the day I was scheduled to move.
Item 2 - Late delivery. I was promised in writing that my consigned items would be delivered to me within 14 working days of collection, which would have made the latest date for delivery August 27th. The items were collected on Monday, August 9th but they were not delivered until Tuesday, September 7th -- 11 days late. At this point there were 5 large items were missing and these were not delivered until October 2nd -- 37 days late (please see below for more details).
Item 3 - Late delivery notice. I was promised a full weeks notice as to the delivery date of the items, but I was only given notice of the delivery only on September 2nd -- 5 days notice.
Item 4 - No delivery time was specified, and although we were promised an hour's notice we were given only 3 minutes notice by the truck drivers before they arrived at our location. As a side point, with absolutely no guarantee of delivery time I had to miss a day of language classes while waiting for the delivery. This situation would never have occurred had our delivery occurred during the promised 14 working days as I had planned for my studies to begin after that time.
Item 5 - Extremely poor quality labelling - The labels MoveCorp supplied had no tracking numbers, were extremely difficult to remove and often damaged the finish of items they were stuck to. The company whom they consigned the items to for delivery (F + N Worldwide) by contrast used labels which included a tracking number system, were easy to remove and did not damage the finish of items. If Movecorp had used any sort of tracking numbers I can't imagine that they would have misplaced so many of my large items in the first place.
Item 6 - Lack of timely contact and unreturned phone calls. Time and time again I had to call at least twice in order to speak to the agent in charge of my move, even after leaving a message for a member of staff and then being assured he or she would return my call promptly.
Item 7 - Missing Items. As mentioned above, 5 large flat-packed items, comprising significant parts of 4 large items of furniture were not delivered. The delivery company, F + N Worldwide had used tracking numbers, so we were sure that all the items that Movecorp had consigned to them were delivered to me. I immediately contacted Movecorp and asked them to look for the missing items. I also sent them an email with a full description of the items including approximate sizes and colours of the furniture. Having received no update 5 days later, I had to call twice in order to get a response saying that they had not yet found my items but they had been very busy so they might still be able to locate them. The next day, a week after noticing the items were missing, I was asked to send photos of the items. I managed to find some old photos which showed the furniture and I sent them immediately.
The following day I contacted them again and I was told that Movecorp had given up the search for my large, clearly labelled, but poorly inventoried items. They said that they had lost my furniture and that we could either begin a 'lengthy claims process' or they would offer me 50.00 compensation for my lost items. I told the Movecorp representative that this was not acceptable, following which a manager wrote to me and offered me 80.00 compensation for what I had already told them was at least 500.00 worth of furniture.
More damaging than this lack of restitution was the fact that I was not even able to proceed with a solution towards setting up my business office in Berlin until 20 days after the latest promised delivery date. When I gave a summary of my missing items I made it clear that these items were crucial to my business (which had already been kept waiting for my items for an additional 11 days beyond the promised time) and that I needed to know how to proceed as soon as possible. 20 days waiting! 20 days unable to properly set up my business. I'm sure you can understand that to then be offered a compensation of about one tenth of the value of my four pieces of furniture, and significantly less than even their own policy on lost items decrees, was completely unacceptable.
At this point I wrote a long letter to the manager telling him how completely dissatisfied with Movecorp I was and that I was going to complain to every possible party about the poor service I received. I received no reply but two days later they contacted me to tell me that they had found my missing items. They couldn't tell me right away when they would be delivered, but I was promised that the delivery would be 'as soon as possible'.
Item 8 - Another late delivery. Finally, on September 24th I was advised that my missing items would be delivered on October 1st. Unfortunately my girlfriend and I had already booked a holiday over that day and the following weekend but a friend offered to wait in our flat for the delivery. I asked Movecorp for some notice as to whether they would deliver in the morning or afternoon but received no reply. Our friend waited in the flat all day but late in the afternoon we received word that they would not be able to deliver the items until after 7:30pm, by which point our friend had to leave -- having wasted a day waiting for no reason. Fortunately we managed to arrange for another friend to wait for the delivery the following day which, at long last, arrived intact.
Item 9 - Mixed up addresses. Despite the fact that I had written to Movecorp twice to confirm that the delivery address for the items would be different to the one delivered to originally (the second delivery was to my home address as opposed to my business address -- at a distance of about 3 miles) they still gave the wrong address to the truck driver. Fortunately, when he called me to tell me he was going to be late I asked him to confirm the address and was able to correct it.
At the end of the day, I did receive all of my items, and only a few of them were broken or damaged (I packed them myself so I can't blame Movecorp for that). However the number of broken promises and amount of time that I had to waste in getting all my items delivered seems, to me, completely unacceptable and I hope you will take this into consideration before giving this company ANY business.