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Reviews
Naomi
December 18, 2024
on Google
We used Express Movers UK on the 15th of November, and while the experience started off promising, it quickly deteriorated once we arrived at our new home.
The movers themselves were pleasant enough and initially appeared skilled. They worked efficiently during the loading process, which gave us confidence. Unfortunately, the problems began during the delivery and unpacking.
Damaged Items:
• Our TV was completely destroyed due to negligence. The plug had been carelessly wrapped around the front of the screen, causing it to shatter during transit.
• The fridge door arrived dented and damaged.
• Our office chair had a noticeable scuff.
• The TV unit was damaged on the corner.
• The sofa feet were improperly secured, with multiple screws left loose or missing entirely.
• The office desk was reassembled incorrectly, leaving it unstable and unusable until we fixed it ourselves.
Bed Serious Structural Issue:
The most upsetting issue was with our bed. The movers failed to reassemble it correctly and ignored a critical structural piece. Instead of addressing the oversight, they left it under the bed as if they realised too late and hoped we wouldn’t notice. The bed collapsed in the middle shortly after, causing damage to the mattress and structure, and forcing us to rebuild the bed ourselves.
Poor Customer Service:
Initially, I was hopeful for a resolution. Paul Higgs, the manager, was very communicative and assured me that despite not having enhanced insurance, they would try to help because we had been good customers.
Unfortunately, this responsiveness was short-lived. Over time, Paul stopped calling back at the agreed-upon times and although would answer the phone, progress stalled because he claimed he couldn’t reach his managing director, Lenny Houlihan.
I was assured in an email from Paul Higgs dated the 3rd of December that Lenny Houlihan would contact me directly on 4th December when he was back in the office. However, this did not happen, and as of writing (18th of December), I have received no follow-up.
The final straw came when Paul dismissed my concerns, stating that the issues we experienced were 'all quite small.' I respectfully disagree. It is impossible to objectively quantify the stress and upset caused by these issues. However, I would have expected basic human compassion and a genuine commitment to customer care to guide their response. Instead, the service provided fell significantly short of reasonable expectations.
While they adhered to their terms and conditions and offered the appropriate compensation for the damaged items, this compensation was inadequate given the service that we experienced.
Final Verdict:
I would never recommend Express Movers UK to anyone. The damage to our belongings, the lack of accountability, and the dismissive attitude from management have caused us significant stress.
Moving is already a stressful experience - entrusting your belongings to a company that doesn't take proper care of them or respect your concerns only makes it worse.
Avoid this company at all costs.Read more
The movers themselves were pleasant enough and initially appeared skilled. They worked efficiently during the loading process, which gave us confidence. Unfortunately, the problems began during the delivery and unpacking.
Damaged Items:
• Our TV was completely destroyed due to negligence. The plug had been carelessly wrapped around the front of the screen, causing it to shatter during transit.
• The fridge door arrived dented and damaged.
• Our office chair had a noticeable scuff.
• The TV unit was damaged on the corner.
• The sofa feet were improperly secured, with multiple screws left loose or missing entirely.
• The office desk was reassembled incorrectly, leaving it unstable and unusable until we fixed it ourselves.
Bed Serious Structural Issue:
The most upsetting issue was with our bed. The movers failed to reassemble it correctly and ignored a critical structural piece. Instead of addressing the oversight, they left it under the bed as if they realised too late and hoped we wouldn’t notice. The bed collapsed in the middle shortly after, causing damage to the mattress and structure, and forcing us to rebuild the bed ourselves.
Poor Customer Service:
Initially, I was hopeful for a resolution. Paul Higgs, the manager, was very communicative and assured me that despite not having enhanced insurance, they would try to help because we had been good customers.
Unfortunately, this responsiveness was short-lived. Over time, Paul stopped calling back at the agreed-upon times and although would answer the phone, progress stalled because he claimed he couldn’t reach his managing director, Lenny Houlihan.
I was assured in an email from Paul Higgs dated the 3rd of December that Lenny Houlihan would contact me directly on 4th December when he was back in the office. However, this did not happen, and as of writing (18th of December), I have received no follow-up.
The final straw came when Paul dismissed my concerns, stating that the issues we experienced were 'all quite small.' I respectfully disagree. It is impossible to objectively quantify the stress and upset caused by these issues. However, I would have expected basic human compassion and a genuine commitment to customer care to guide their response. Instead, the service provided fell significantly short of reasonable expectations.
While they adhered to their terms and conditions and offered the appropriate compensation for the damaged items, this compensation was inadequate given the service that we experienced.
Final Verdict:
I would never recommend Express Movers UK to anyone. The damage to our belongings, the lack of accountability, and the dismissive attitude from management have caused us significant stress.
Moving is already a stressful experience - entrusting your belongings to a company that doesn't take proper care of them or respect your concerns only makes it worse.
Avoid this company at all costs.Read more
Ms Campbell
June 1, 2024
on Google
Brilliant service. Nick and team made it a seamless process. Would definitely recommend for anyone moving house.
Vicky Dearing
May 26, 2024
on Google
The move for my Mum was handled really well-helpful and professional team -thanks
Ryan Parker
March 10, 2024
on Google
It’s hard to rate a place as a lorry driver I only deliver or collect from a lot of these places.
Neil Restick
December 9, 2023
on Google
Express Movers UK handled our move yesterday and we couldn't have asked for any more. We had 5 surveys/estimates and they priced our move much less than all. I was slightly concerned but shouldn't have been. From the initial contact with Jo who arranged our survey, Darren who carried out our survey to the crew, Raf, Mitch, Patrick and Dave, all were amazing (a great mixture of youth, humour and experience). They really helped on what should be a stressful day. The crew took great care handling our items and were constantly asking where we wanted them placed. I wouldn't hesitate to use them again, in fact I look forward to using them again.
Amber Brady
August 13, 2020
on Google
Great Service! The team moved us from Hertfordshire to Paris door to door. Professional service and very well organised. All our items arrived safely and within agreed time scale. They took the stress out of our move would definitely recommend!!
