Express Removals

Good quote, friendly assessor and nice office staff but when it came to moving day, it all went badly wrong. I felt that the attitude of the main removal man was appalling and he was condescending and officious throughout the day. He threatened to leave before he even started because he didn’t agree with the parking arrangements we had made (which he then went on to use). Only 3 men were sent to move a five bedroom house. It took over six hours to load, leaving too little time to unload. So we were charged and ordered to pay on the spot for the removal men to stay until 7pm to complete the job. This was done under the constant threat of the men still not finishing the job and at one point even locking up the van with half of our possessions still inside! Astronomical prices were quoted for storage in the event of the job not being completed and the manager was ‘unavailable’ to speak to. The rest of my family had to help unload the lorry in a hurry. Items were left disassembled despite us paying for assembly. The removal man left shouting and swearing because he didn’t like the evaluation I was encouraged to write before his departure; I’d only written ‘More details to follow’. Their responses to our complaints were so unsatisfactory that we ended up having to seek resolution through an ombudsman.

Ours was a complicated removal with both our home and our business to move. The estimate seemed fair and we took the complete service, packing and removals. Fortunately there was no rush to so there was time for a day packing, a day loading and a day unloading. Unfortunately, there were too few staff to pack and load to the people doing the work on the second day were very stressed about their office and the time allowed. To make life easier time wise, I agreed to take the contents of one of the sheds myself, and I'm glad I did because I checked the other sheds before I left only to find £1000 worth of tools and stock had been left behind and that after I had pointed out the most valuable of these items while they were loading. I had then to make two 500 mile round trips to collect the remainder of my belongings. The people who packed and loaded were all polite and we have found very few breakages but we certainly would not recommend Express for anything beyond a standard small removal as they clearly can't cope with anything out of the ordinary in my opinion. Very disappointing indeed!!