Poor Communication, Early Collection, Overcharging & Storage Issues
Very disappointing experience from start to finish.
Before booking, I emailed three times to confirm whether I needed to be physically present at the storage unit. No one responded. Later, customer service told me I had to be there because I booked a one-person delivery — despite their own terms stating customers only need to be “present or represented.” This caused unnecessary stress and confusion.
They then collected 1.5 hours earlier than the agreed time slot (11:30 instead of the confirmed window). Had they collected at the agreed time, I would not have incurred additional costs. I had to pay £26 for a taxi purely because of their early arrival.
I was also charged £46 for “additional items” with no itemised invoice or explanation. The receipt simply showed £46. Only after I formally complained did they admit this charge was incorrectly listed and agree to refund it.
In addition, I stored my belongings with them and had to continuously chase to receive information they had already guaranteed (including promised discounts). I was never proactively given clear details about my storage unit despite multiple requests. Communication was consistently poor and reactive.
Overall issues:
• Ignored pre-booking emails
• Contradictory information from customer service
• Collection outside agreed time slot
• Additional charge applied without proper breakdown
• Storage information not provided despite repeated requests
• Promised discounts requiring repeated chasing
For the price charged, the service was not worth it. I would not use this service again.
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