Gosselin Group

During our moving from Abu Dhabi to Hamburg, we got our bed mattress and swing chair shipped separately since they didn't fit into the container. The local company in UAE worked with Gosselin Moving in Europe for this shipment.

First, they forced me to pay a customs demurrage fee of 100 € due to a customs clearance issue, which they claimed was divided equally among the customers who shared the container.

I'm perfectly sure that our bed mattress and swing chair could not be the reason for any customs issue. Furthermore, such an additional cost, if agreed mutually, shall be calculated based on the used space in the container, which was less than 4 % in our shipment.

Although I objected, Gosselin Moving threatened me to delay the shipment, which may cause additional delay charges, if I don't accept to pay 100 €.

The second issue was regarding the parking permit. As you know loading/unloading with larger vehicles over an extended time-frame required paid parking permit in Germany. This parking permit also depends on the size of the vehicle.

I asked few times the size of the vehicle, and Gosselin Moving confirmed that it's going to be an 18 m truck+trailer combination. Accordingly, I had to pay an extra amount of 25 € for a larger parking space.

However, the items were delivered by a regular 12 m.

This additional fee occurred totally due to the inaccurate information shared by Gosselin Moving, and they refused to compensate my loss.

Move size: Partial Move Service cost: €125

Payed to move my personal belongings from Belgium to Indonesia/Bali. "You have nothing to worry about, all will be done for you" though I made my concern very clear about the type of items. On delivery it became quickly clear that the manner of packing was not suited at all for this type of transport, a shipping container to the other side of the world. Making the claim, proved with pictures and video's, their promises coulnd't be further from the truth. It took me several weeks to get the claim done due so many items and their quite complicated system. Although I payed for VIP service, no pictures/ video's or accurate detail for the inventory was made by them so I had to do everything myself from the start to put the claim together. No customer should ever be put in such a position after realising what a disaster was unfold during unpacking. More than 50 items were shattered and damaged, proven by pictures and video's. This includes collector and vintage items, Panasonic TV and Bosch oven. Turned out that all electronic devices were marked as not knowing the working condition, which shows on their second inventor received to make the claim, though all in perfect working condition at that time. The content of almost 30 plastic storage container from the basement was not packed at all. Lost a lot of items due shattered and x-mas/ Halloween and cutlery sets not complete anymore. Many items not even packed= damaged. Around 20 items lost, simply vanished in thin air! Mostly metal items or items from unpacked and unsealed bags but above all also the original pictures of my ancestors and all the milestones of my life since I was a toddler, born in the sixties.

1/5 of the total claim, around € 1000 was offered at the start, just enough to repair the oven. Later on after contacting and their full responsibility was acknowledged in writing by the CEO of Belgium, it will never cover the total cost to buy and pay the massive import taxes for most of these items of the same brand and quality due not available in Indonesia, not to mention the emotional value.

To make things even worse, some collector and vintage items are international not even available anymore due their originality since I'm a collector as a teenager, so no possibility at all to replace most of the damaged, shattered and lost items.

Regretting big time finding out about the bad reviews after the damage was done. There's always a possability things can go wrong but this is out of proportion, leaving me completely in shock about this devastating unforgivable result. Certainly after receiving messages from the staff that I'm frustrated and apologies for the few??? items I have lost. Though representing themselves being active all over the world with thrust worthy partners, to my experience they have no clue about the reality on the country of destination.. Professional negligence and declining the actual full responsibility for their own massive mistakes, starting with the packaging process, seems to be in reality more their profession rather than delivering the promised professional service.

Move size: 3 Bedroom Home Service cost: €10000

I did not move with them, as their offering procedure was already a bad experience: The salesperson informed me that the procedure would be a video call rather than an in-person visit. I agreed. However, before the meeting, I received an excessive number of bothersome reminders.

I was on time, but first had to wait for the salesperson, who was late. When he finally joined, he came across as slightly domineering and did not listen much to the description I wanted to give. Instead, he first requested me to wait while he opened specific folders in his system. It then took 10 minutes to clarify the parking situation around my current home before he started asking about the parking situation at my new place. At this point, I asked him why he could not simply check Google Maps for this information.

We eventually started the actual assessment of the items to be moved, already delayed. As I showed him four posters in a small pre-entrance room, he became slightly grumpy because I had not mentioned this room (approximately 3 sqm) when he had asked for the number of bedrooms. He then started taking pictures of the four posters. I asked him if he intended to take photos of all my paintings and etchings, as I have over 100. He confirmed that everything needed to be photographed. I pointed out that this would take hours and that, due to the delays, we were already behind schedule. He simply replied, "This is how it works."

At this stage, I told him that continuing made no sense, as all other competing companies had needed less than 30 minutes for the entire assessment. However, the issue did not end there: Two days later (on a Sunday), he contacted me again via email to offer an in-person visit—though he only had a single available slot, almost two weeks later, which would have been just 10 days before the actual move.

As I had copied the CEO of Gosselin in my response, the salesperson then claimed that he had been on time and well-prepared. Unfortunately, the pictures he had taken did not record the time. Regardless, his general attitude was bossy and, quite obviously, dishonest—making it absolutely clear that I would never choose this company for my move (especially after reviewing other comments on this page).

Just to mention one positive aspect: His manager also sent an email, which was at least friendly and appreciative of my feedback. However, this intervention did not change the salesperson’s attitude in any way—he continued the conversation, even though I had already informed him that it needed to end.

Move size: Partial Move Service cost: $90

I found the website of Gosselin Group on google. I filled in a standard form to receive quotations of several moving companies. Gosselin Group was not the less expensive one but they offered a service of packing and dissassembly and assembly of your furniture at delivery. Since I filled in a standard form where you had to select the type of furniture you have and an estimate of your boxes, I asked the Gosselin Group to send a representative to confirm the right amount of m3 in order to have no surprises. A very nice representative came by and confirmed that I should foresee 3 m3 extra than the 7 m3 that were calculated automatically after filling out the form. I asked him twice if he was sure this was the right amount because I did not want any surprises since a move like this is very expensive. He reassured me this would be enough. The representative confirmed that the delivery date would be a maximum of 6 weeks. The movers came at the date we agreed. They packed all the material and disassembled all the furniture. When they finished packing they informed me that it would be 4 m3 more than was foreseen. They tell you of course when everything is packed. Telling them that you do not agree seems impossible at that moment. When I discussed this with my contact he told me that I probably bought new stuff between the time of the quotation and the pick up. I told him that I was moving to Canada and that the euro is worth more than the canadian dollar therefore it would have been more advantageous to buy new things once I arrived in Canada. He practically called me a liar. Once the furniture was picked up. I had no news. I assumed that my belongings were shipped. After a few weeks I contacted Gosselin Group and they told me that my belongings still did not leave Belgium. They were waiting for another shipment since I did not have a full container. Again for several weeks I did not have any news. During the holiday period I tried to contact them again. No answer. Finally after two months someone contacted me to apologise and to tell me the person who was responsible for my file did not follow up properly and that my belongings were still in Belgium. They paid for a full container and sent my stuff immediately. They finally arrived after three months. During these three months I had to sleep on a inflatable mattress, buy new clothes, towels,.. The Gosselin Group offered me a reimbursement that did not even cover my expenses. The movers were very professional. They reassembled my furniture. Until they unwrapped my closet. the back of the closet was completely damaged. The movers in Belgium pulled the back out without removing the nails. The whole back was damaged. The rails in metal on the front were folded and the wood was damaged. They were not able to reassemble the closet. They told me that ikea furniture was difficult to move. This was never discussed when I decided to ship my belongings with Gosselin. When they offer their services they pretend everything is easy. When you decide to move your belongings to another country do not take Ikea furniture, calculate the m3 yourself, do not trust the moving company and do not believe it only takes 6 weeks and whatever you do, do not use Gosselin Group.

Service cost: €5500

It was by far the worst service I have ever experienced with a moving company. I wish that I have seen Nathalie's review. I advice anyone thinking about using this company to check and recheck everything. Make sure that you are sure of the weight so that you are not overcharged, double check the price, double check everything. Read the terms and conditions more than once and ask questions before signing anything. In the end, they even lost one of my boxes with my law books among other things. Do not use this company but if you do decide to do, double double check everything.

Service cost: €400

Horrendous. NEVER work with them, or Baggage Hub/TNT who they seem to subcontract with. We ordered a baggage transport service from Gosselin but it was Baggage Hub and TNT who was working somehow in tandem (or sub-contracting for) "Gosselin." To start, it took 3, very inconveniencing tries just to get them to offer a reliable, timely pick up our 14 labelled/locked softside bags in Paris (claiming they tried calling but "it was an American number" and so they couldn't (wouldn't) reach us)..Then, on arrival they were not equipped to wrap the bags in secure plastic wrapping (we had payed extra for the service) and they did not put on/attach proper labels/tracking/receipts at pickup site (and no plastic on anything when bags FINALLY did arrive)..THEN they held our bags hostage in their EU warehouse (UK or EU, not sure)-- they had given us an emailed quote with all the particulars based on correct weights/sizes once we were packed, and once our bags got in their warehouse system, Gosselin re-quoted us TWICE the shipping cost! Customer service was a joke; when 2 bags did not make it, we made, many multiple calls to Gosselin customer service (finding they were using TNT/Baggage Hub as subcontractors to transport within Europe to the UK) to check on status).."we're working on this, we will call you back" and there was never, NEVER, EVER a call back, not even just to follow up! The computerized tracking also a joke; never updated with latest status. The ONLY reason we had all our bags back FINALLY (six weeks later; four weeks late) was that FEDEX in the USA (apparently another subcontractor in the process) offered amazing, excellent service and our bags were found ONLY because we had labelled all our bags with OUR OWN name/phone number on OUR OWN labels. We received a call from Fedex customer service stating they had found our stray bags with our labels on and no other tracking (from Baggage Hub, TNT, Gosselin or otherwise). God bless FedEX. The one amazing thing here in the process is that of all those bags, there was absolutely nothing stolen from them in the whole convoluted process. It was just extremely frustrating/not a good value for money. It would have been easier/cheaper/less stress to simply have shipped them in cargo via Air France or another airline.

Move size: Partial Move Service cost: $2300

Avoid Gosselin at all costs. We had a terrible experience with them moving from Moscow to London this past summer:
1) They delivered the shipment with a big delay because they didn't have any trucks coming from their Antwerp depot to London for several weeks!
2) They lost two of our boxes and didn't have a clue how and where (although all boxes had barcodes). They paid 100 EUR compensation (claiming this was out of courtesy because we hadn't purchased any additional insurance)!
3) They reneged on our door-to-door agreement which included full destination services with direct delivery from Antwerp to London and asked for additional payment for in/out warehouse handling and shuttle service in London. When I questioned these charges, the particular move coordinator in charge of our move answered that it was not possible to book groupage truck with direct delivery, although this was exactly how I had agreed with their Moscow sales manager for the Antwerp-London segment. After my repeated questions, the Moscow sales manager said: "During our detailed conversation I mentioned to offer you a direct and groupage delivery, however, shuttle services in London for both options were excluded and I stated to keep those surcharges in mind as we can’t tell whether a direct delivery to the residence will be possible or not. Also, those charges were excluded in order to be on the same price level with the competitors as they would not include shuttle services in destination part." and in a second email: "I can reassure you that usually direct delivery is never included in the offer in moving industry, especially, when destination address is not known. I urged you to expect this cost and it was never a hidden information."
Make your own judgement on the last point, but my interpretation is that they openly lied to us to get us to sign an agreement with them.

Move size: 2 Bedroom Home Service cost: €3570

I had 62 boxes moved from Turkey to Antwerp by a Turkish moving company who handled everything neatly. My stuff then arrived at the port of Antwerp and was picked up by GOSSELIN, all my 62 boxes were checked-in the warehouse and this was also confirmed by GOSSELIN. Once on delivery, the crew told me that all 62 boxes have been counted and delivered. A big lie because no 62 boxes had arrived, but 60. They then blamed the Turkish company, while it was confirmed by themselves that all boxes were delivered in Antwerp. Then they found 1 box but not the other. 1 box has been lost and they have indicated that probably the problem lies with the Turkish company. They did not gave any compensation. In short: first they lie, then they confirm several times that all my boxes have been picked up and checked-in the warehouse, and then blame another party who did not make a mistake. Extremely unprofessional, absolutely not recommended. A waste of your time and money!

Move size: Partial Move Service cost: €1500

Olivier Ravon gave me an estimation already in the mid of the Covid-period, later he raised the price with 42% telling that he would need different teams and different camions and virus tests on the way. I accepted it because I believed him, also it was something I couldn’t control before the moving only after. I was there when packing happened as well when the team arrived to the destination. Any of his arguments were not true: it was the same team, the same 2 mid-size camions and no test was done on the road. Despite this he refused to refund the 42% price difference. I don’t go to a legal procedure because it would cost me more money, but I want to warn everybody not to move with Gosselin Luxembourg-Olivier Raven if you want a correct partner.

Move size: Partial Move Service cost: €6750