Yeobright
2023.11.29
Terrible
Terrible. All the good talk and attention up front, but when their designated removers came to load all our household furniture they just threw it all into the van. They then called me to say they had lost an item of our household furniture somewhere in their warehouse... then apparently found it whilst on the phone to me. Months after the shipment had left and not long before it was due to arrive they emailed me to say they had found my surfboard hanging around in their warehouse. They then offered to ship it free of charge even though I had already paid for it to be sent anyway! When I have tried contacting them to ask how they could have missed such a large item and to liaise with them to seek compensation for having to hire a board in the meantime they have now "ghosted" me!! Zero communication. Nothing. Very very unprofessional. DO NOT USE!!!!
Hi Luke,
Thank you very much for taking the time to leave us a review. We value all feedback good and bad and I am sorry that you were unhappy with our services. Upon looking into this further, I can see that you have been in correspondence with Rachel your move manager, and she has provided updates on the surfboard being shipped to you. Kindly understand that we were not looking to charge you for sending out the surfboard, we had confirmed that this cost, along with quarantine charges would be covered by PSS. We are very sorry that this item was not included within your original shipment, I can confirm that in error, this was placed into a separate pod in our warehouse and was unfortunately not included when your goods were loaded into the container ready to be shipped. I understand that Rachel contacted you to advise this as soon as we were made aware by the warehouse and we have now also offered an amount of compensation following this. Once again, we are very sorry for the inconvenience this has caused you and please do not hesitate to contact us via email or telephone with any further queries.
Have a great day,
Kindest regards,
Customer service