Review Time
I bought a beautiful 100-year-old antique bureau on eBay, in excellent condition. The seller arranged delivery with Proovia. It arrived on time, but after the drivers left I discovered several (more than 5 at least !!) fresh scratches, dents and damages on the front. The seller confirmed these were caused by mishandling during delivery.I contacted Proovia immediately, sent photos, and followed up several times over the past week. Apart from a brief apology, they have offered no additional help, no compensation, and no meaningful response. The damage was entirely avoidable and has ruined the finish of this rare find!!Extremely disappointing and unprofessional experience — careless handling and poor customer service. I would not trust them with valuable or fragile items again. Update: After nearly a month, over a dozen emails, and several phone calls, they have finally reimbursed the fair value for the damage. I have therefore decided to revise my rating to 3★ instead of 1★.
I booked a courier through Shiply, not realising it was Proovia. They advertised under a completely different name. Only after I had accepted the quote and paid did I receive communication from Proovia to arrange collection.I was shipping a £200 wooden cabinet in excellent condition for an eBay listing. I carefully protected all eight corners with heavy cardboard and wrapped it in plastic to prevent scratches. The cabinet was collected undamaged, but when it arrived just two days later it had sustained serious corner damage, clearly from being mishandled during transit or from a heavy fall. My buyer fairly demanded a refund as the cabinet was effectively worthless and certainly not what they had purchased as shown in the photos.When I contacted Proovia, they essentially dismissed responsibility. They pointed to hidden packaging T&Cs that were never made clear before payment. In fact, their packaging rules seem to imply that had I made no effort to package the item I might have been eligible for compensation. This feels like a policy designed to deny accountability rather than protect customers.In the end, Proovia only offered to refund the delivery fee. No compensation was offered for the damaged £200 cabinet (which I no longer have) and I have also refunded the eBay purchaser, so I do not have the money either.I cannot recommend this company. They were not transparent about who I was booking with initially, their packaging requirements were hidden until too late and are very particular, and they clearly failed to handle the item with any reasonable care. If something goes wrong, don’t expect support beyond maybe getting your delivery fee back. I also asked to escalate this issue after their first response as I was very unhappy with the outcome, and they failed to get back to me within the 3–5 working days their auto-response promised. It was only after I called their office directly that they replied, but still with no change to their original offer.UPDATE 09/10/25I have still not received the delivery fee refund that was offered. I responded promptly with my preferred refund method and made clear my disappointment with the way the resolution was handled. Despite this, I am still waiting with no further communication. I have now had to reach out for a third time to the customer service team who are separate from the 'claims' team so I will have to wait for them to pass on my message.It's my opinion that these customer service review responses are designed to create the impression of a professional, legitimate company that cares about its customers, while in reality doing nothing to resolve the actual issue or address the reason for my complaint. Highly unprofessional.
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