Unacceptable Conduct from Proprietor Undermines an Otherwise Decent Service
I booked a van for a part-load collection from Sussex to Perugia. Initial coordination with [Name removed by Sirelo], the Manager, was smooth and professional. We agreed on an estimated freight weight of 500 kg, and arrangements were made accordingly.
Unfortunately, the van arrived three hours late—a poor start. Name removed by Sirelo] was unavailable, and I was instead addressed by Name removed by Sirelo], the proprietor. From that point, the experience deteriorated rapidly.
After loading, I was informed the cargo weighed 680 kg. Name removed by Sirelo] called and gave me two options: reduce the load to 500 kg or pay an additional £900. I refused, citing our prior agreement. What followed was a barrage of verbal abuse, including repeated expletives and personal insults. Eventually, Name removed by Sirelo] calmed down, apologized, and agreed to a reduced surcharge of £400. I committed to paying this
upon receipt of his bank details, which I requested both verbally and by email. No response was ever received.
Over the next 18 days, I continued coordinating with Name removed by Sirelo]—who remained helpful and courteous—and arranged delivery to Perugia for 7th October. Upon arrival, the driver requested payment before unloading. I was ready to pay the original invoice plus two weeks of UK storage (agreed with NName removed by Sirelo] but omitted from the invoice).
When the driver called to confirm payment, Name removed by Sirelo] again demanded £400 in cash, and in my opinion erroneously claiming I had promised to pay upon delivery. I reminded him that I had twice requested bank details for a UK transfer, which were ignored. Once again, I was subjected to a five-minute tirade of expletives and threats, including the suggestion that the cargo would be removed unless I paid immediately.
To resolve the situation, I paid €200 in cash and agreed to transfer the remaining balance upon returning home. The driver, I must note, was efficient and professional.
After returning home, I emailed Name removed by Sirelo] to confirm I would complete the payment upon receiving a written apology. What I received was a brief, impersonal note that felt more like a *going through the motions* message than a genuine expression of regret.
In summary, Name removed by Sirelo]'s conduct was deeply unprofessional and completely at odds with the otherwise acceptable service provided by his team—particularly Name removed by Sirelo]. I strongly recommend that Adam seek guidance from his Manager on how to communicate respectfully and manage customer relationships appropriately.
This experience could have been satisfactory, but the proprietor's behavior seriously undermined itRead more
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