Review Time
We booked with Sendmybag because they had great reviews, but we were dissapointed in service. We got a note that the bag could not be delivered because 'nobody was in' (although it needed to be delivered to hotel reception). Next day same note. I phoned them and it turned out we needed to pay oversized luggage fees (which is weird as I took the suitcase measurements from the site where I bought the suitcase and entered the right details). Then the bag did not get delivered again. Turns out import charges needed to be paid to UPS (sendmybag did not acknowledge us about this so we were just waiting around). All with all - we missed half of our holidays because we did not have our stuff (we sent 2wks prior, delivery should have been 2-3 working days). Very dissapointed.
Paid 600 EUR to ship 3 suitcases from Ireland to Canada. The bags sat in a warehouse for a week after arriving in Canada with zero contact from the company. It was only after I contacted them that they mentioned an additional 60 EUR customs charge. After it was paid it still took another week for the luggage to come. They mostly said it was on UPS but I paid them to send the bags, not UPS.
Overall way too much money for a terrible experience.
They are just a cover for existing, terrible shipping companies.
We shipped two boxes that ultimately went via UPS, boxes were pretty beaten up and one had a whole in it (stuff had fallen out).
To add icing on the cake tried to charge $150 as one of the boxes exceeded the 'volume limits'. Given the boxes are the same size assume this is just fee gouging. Shame as the reviews looked great!
I prepaid what I thought was the full amount, but when the bag arrived (London to Maine, US) the delivery service said we owed an extra $70, and would only accept a check (no cash or credit card--a huge inconvenience) I don't have the time or energy to pursue how exactly this happened but I can guarantee you this unpleasant surprise will ensure I will never use your service again.
SendMyBag is a platform subject to a number of subcontracted services and dynamic import/export laws; while their customer service line is run by competent individuals who are willing to break costs down both verbally and in emails--there were hidden fees that made sending a suitcase from the UK to the US cost almost twice what was initially quoted. I understand that these were not fees from which SendMyBag benefitted, but there was still a lack of transparency through the whole process.
I’m extremely frustrated with my recent experience. My bag was incorrectly categorised as commercial goods despite containing only personal items, and I was charged an oversized bag fee on top of the more than $100 I had already been forced to pay just to receive it. No invoice was provided for those charges, meaning I have no way to dispute them through SendMyBag.
I know I’m not the only one dealing with this, as I’ve already shared my experience with over 350 people. I hesitated to send another bag after hearing similar stories from others, but your website reassures customers that “around 5% of our shipments to the USA are miscategorised by US Customs with c. $25–100 in associated fees being applied.” Based on what I and many others are experiencing, this does not seem to reflect reality. At best, it’s outdated; at worst, it’s misleading. But then if they told customers they have to spend an extra $100 per bag you wouldn't many customers would they?
The SMS tracking service is also disappointing. Being sent a link to online tracking is not a tracking service — I expected proactive updates about the progress of my shipment, not a text directing me to do the work myself.
I genuinely hope the company makes good use of the money they’ve taken from me, because I fully intend to share my nightmare experience widely so others can make informed decisions before using this service.
I sent my belongings from the UK to Germany when I migrated there. All the positive reviews for this company are when no issues arise, when they do this company is awful.
My bags were held up at customs, which fair enough these things happen, however, Sendmybag have been incredibly unhelpful throughout the process offering zero assistance whatsoever.
It was up to me to contact FedEx directly to try to resolve this which wasted hours of my time over weeks, if Sendmybag are just sending our bags via FedEx and then letting us and FedEx talk if there are any issues what are we even paying them for?
It gets even worse as they kept telling me I had a fee to pay and that FedEx would contact me for that but FedEx told me there was no fee and that my bags will clear customs soon. So not only were they unhelpful they were actively feeding me misinformation about my bags.
In the end I had to find a specific german FedEx email myself and send the documents I already sent SendMyBag to get it through customs, so they hadn't even forwarded my documents and that ended up causing a 3 week delay in my bags getting here, a ton of stress on what was already a stressful situation and hours and hours of my time wasted talking to FedEx about a fee that didn't exist.
Just ship your bags with a real shipping company, SendMyBag do not help you in any way and provide zero benefit.
My first mistake was not checking the reviews regarding shipping to Canada, but here we are. If you are moving from the UK to Ontario, Canada, steer clear of this service. I opted to use this service to send my luggage ahead while visiting family, believing that providing my travel documents and a Canadian recipient's name would guarantee a smooth experience. Unfortunately, I was mistaken. Here’s why this service fell short: 1. The Customs & Clearance Dilemma: Even after paying for the service, you find yourself on your own once the bag arrives in Canada. My luggage made it to Canada on January 2nd but was stuck in 'pending release.' The service instructed me to handle it with UPS. I had to find my own broker, who later abandoned me, and UPS struggled to clear it. Even after paying duties on January 7th, UPS’s internal systems were so disorganized that customer agents kept insisting it wasn't cleared. It took almost two weeks to retrieve the bag from the warehouse. 2. Misleading Delivery Attempts: UPS drivers in Ontario are infamous for 'ghost' deliveries. My building has a smart intercom system that connects directly to smartphones—it never rang. No notice was left. Yet, the tracking consistently claimed 'receiver not available.' The driver later asserted they couldn't access the building, meaning they never even attempted delivery but updated the tracker twice as delivery failed. My address is a complex of apartments with an always-unlocked front door and clearly marked buzzer for each unit. It took my escalation calls to UPS to finally get the driver to come to the front door as it was the last delivery attempt and failure would mean my bag being sent back to the UK. 3. Delivery Restrictions & Bureaucratic Hurdles: The main problem is the lack of control. Due to the service's specific contract with UPS: I couldn't change the delivery address when it failed. I couldn't redirect it to an Access Point due to the service’s limitations. The UPS driver also refused to leave it in a secure mailroom despite a supervisor's note because of the signature requirement. I was stuck in a cycle of 'the service needs to authorize X,' but their initial contract complicates overriding their own authorization. 4. The Emotional Toll: I spent days on the phone, wasted money on international calls, emailed, spoke to several UPS supervisors, and had to coordinate a 'signature waiver' between the service and a specific UPS manager (shoutout to the only helpful person in this ordeal) just to get my own belongings delivered. This service restricts their UPS account so severely that you have no flexibility if a delivery goes awry. The supposed 'savings' from using this service are not worth the weeks of stress, hours on the phone, and the risk of your bags being sent back to the UK. I finally have my bag, but the worry, fear, and anxiety I endured to retrieve it were not worth it. Consider paying extra for a carrier that allows you to manage your own shipment and can at least communicate effectively with their shipping partners.
Finding a service to deliver a package to Australia online was a breeze. I chose the service based on past reviews, and it did not let me down. The pickup was punctual, and the package arrived slightly ahead of schedule. I received regular updates via email and text, and there was no damage to the package. What else could you ask for?
I am extremely disappointed with the service from the company. My parents sent their bags on 10th Dec for a Christmas visit in the UK, with a promised delivery date of 16th Dec. Unfortunately, they didn’t receive them until 2nd Jan—the day they were leaving.
The issues were numerous:
• Constant Delays: A delivery expected in 6 days took 23 days instead.
• Misinformation: On 27th Dec, they "categorically" claimed the bag was in the UK, while tracking indicated it was stuck in the Netherlands.
• Logistical Failures: We arranged a change of delivery location, confirmed by both the company and the courier, yet they still delivered to the original (now vacant) address, resulting in a 3-hour round trip on my parents' last day.
• Unexpected Charges: To make matters worse, they added a £70 "excess size" fee for a bag that was accurately measured at the time of booking.
My parents spent their entire holiday without their belongings. This service failed to provide the one thing they are supposed to deliver: peace of mind. I am currently seeking a full refund. I recommend saving your money and choosing a different option.
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