Pickfords

We chose Pickfords to do our move to another country. During the packing everything went smooth and they did a nice job. The trouble started during delivery. On the delivery week, they ask you to fill a form where you can choose if you want your items, unboxed or not, we chose unbox everything. Unfortunately, when they delivered our things, everything was left in boxes, they did not even care about unwrapping them. A huge piece of furniture was left standing in the middle of my dining room, a wooden box sealed with nails was also left there, furniture that was disassembled during the move by them, was not assembled back. A huge mess. Besides that, since the delivery took place, more than a month ago, they still have to deliver our dining table. They simply did not even try to deliver saying it was too heavy and they needed more people. They knew how heavy it was and how many people they needed because they removed from my house. We even ask how is the cost of hiring more people’s to deliver it, which was not obligation, since we already paid for it. No answer. I have been emailing Dominic almost daily, and he always says he is asking his team to take care of it asap, and nothing happens. This is extremely frustrating, and I never been in a situation like that, even though we moved abroad a couple times. Dominic told me he would give me an update by today, but ai just email him, and got an out of office message.

I do not recommend this company to anyone. Extremely untrustworthy.

Move size: 4+ Bedroom Home Service cost: £3666

We used Pickfords to move from London and Cambridge to Auckland.
No serious complaints about the packing of the goods or unpacking on arrival. They forgot to list a few key items e.g. bikes and the hoover on the inventory but we spotted this in time.
However, the container was not sealed properly before it set sail and there was a lot of water damage to most of our book collection, ornaments and our leather sofa which we will have to throw away.
The customer service for managing this issue has been really poor. Its now 2 months since our arrival date and the NZ office are making no progress. I am chasing weekly for an update and apparently ‘staff leaving’ is the excuse I have been given for the lack of response. The UK office aren’t much help either as they simply forward my email to my NZ contact in a ‘cut and paste’ fashion ask for an update. I have been told to hold onto the trashed items for the claim, so we can’t dispose of them and this is dragging on and on. It seems once they have your payment then their interest in resolving problems is low priority. I don’t feel I have much leverage other than the small claims option. What a hassle!

Service cost: £4600

We booked Pickfords on the strength of their perceived reputation; over six months and several reams of correspondence later, having had to spend time we can barely afford, together with haggling and the comment from Pickford's management about the removal teams: "well, they got the job done, didn't they?", we've received a fraction of our money back in compensation: not nearly enough to cover the stress and loss suffered. We'd had bad experiences before with removals firms and assumed that, if we paid more, we were sure to get an excellent service. It was only a half hour move from our rented accommodation to our new house, and it was a disaster from day one: they under quoted, ie they couldn't fit all of the furniture into the van (we had to pay a clearance firm to finish the work), there were complaints from the removal men, both teams arrived saying they'd been called on at the last minute and weren't at all happy about it, they turned up in vans they weren't "used to" and without proper provisions, they came IN THE MIDDLE OF DECEMBER IN POURING RAIN WITHOUT FLOOR COVERINGS!! (I lost deposit money from the property rental company) - we'd booked for a two day service but, in dispute later, I had to email their original quote back to their head office to show them exactly what was booked, as they were telling us that we'd booked for a day and a half, and so many other mistakes it's just unbelievable, there was bad communication between the removal men and their managers, possessions were broken during the move, the team on day two complained, with reason, that the team on day one had only completed part of their work.. Overall: expensive, unprofessional, clueless, stressful - absolutely terrible! We've had much better service from "man and van" companies, and at a fraction of the cost. Don't go there.

Service cost: £1800

Requested 4 quotes from removal companies. Two local, one national and one international. One never bothered to reply, one did not reply until the day we moved, one quoted double the other so we went with Pickfords. Wise decision. They came on time, brought boxes, mobile wardrobes, sheets to cover the carpets and padding for delicate objects. Loaded quickly, packed thoroughly, quick cup of tea then set off. Day and a half driving then straight on with the unloading. Everything straight into place, mess cleared up then back on the road. No damage whatsoever, no mess and no drama. There was nothing could have improved the service we received. Wherever you are moving to, do not risk you precious possessions to any one else.

Service cost: £3200

Everything was in perfect order after 5 months in storage. The two chaps who carried out the redelivery were v fast and efficient as well as personable and patient. They reassembled the bed, and put everything where it was convenient for us.

My only quibble is that we weren't sent a msg to tell us a more specific delivery time.

All in all a good service, and I would recommend Pickfords without hesitation.

(I was rather surprised that the delivery van was blank ie no Pickfords logo..?

Service cost: £480

My wife and I recently completed a three year stint in the UK, and upon recently completing our move back to Australia, we can confidently say that our experience with Pickfords was woeful. For our move from Australia to the UK in 2016, we secured the services of ‘Allied Pickfords’. They laboured the point that they were a distinct company from Pickfords UK, and I can see now why they were at such pains to do so. As a point of direct comparison, I cannot compliment Allied Pickfords enough. From the very beginning they were professionalism itself. When the agent showed up, she walked us through the entire process. She showed us the quality of the boxes they were using, which she confidently stated could take 90kg of weight. She helped us strategise about shipping times, so that our items would be away from us for the shortest time possible. She explained carefully their policy concerning pricing. And she even gave us tips regarding the packing process, including putting signs up to help tell the packers what to pack and what to leave. And the packers were fantastic. They wrapped everything so carefully, and stacked them in the boxes so neatly, that I can honestly say that we did not have a single breakage. And not one nick on our furniture. And even when we forgot to pack a carpet, their drivers went out of their way to come and grab it. In summary, they were friendly and supportive during the whole process. In light of this experience, we had great expectations for Pickfords for our return move. But we could not have been more disappointed. The agent whom we first met was fine; friendly and competent, if unforthcoming with information. It was only because I was so familiar with the process that I gleaned different pricing arrangements. There was no discussion about the boxes, and no strategizing on shipping times. As a result, we were without our furniture for three months. But the worst experience came with the packers. They were so immediately unprofessional that, despite expecting movers at a certain time, when they arrived my immediate thought was to ask them to leave, as packers were arriving. There were no uniforms, no welcome, and no discussion regarding the process. They seemed genuinely confused that we had put up signs concerning what to pack and what not to pack. We then retreated into a room to take care of our cat, but I wish now that I had stood over them like a hawk; something I otherwise hate doing. Their work in packing our items was so sloppy. As examples, regardless of the size of various items, everything got one (and only one) sheet of paper. This was fine for cutlery, but big platters and vases were not even wholly covered. Some boxes had only one or two items in them, so that they rattled around the whole trip. There were items left all over the place that they neglected to pack, not checking the back of cupboards. Some of these I was lucky enough to catch, others we didn’t catch until later. We had to put these in our luggage, taking up precious space, living out of our luggage as we were for three months. And upon being informed of this, they merely threw these items into boxes, without wrapping them! In the end we learnt that Pickfords didn’t pack this at all, but rather sub-contracted a group called Houltons to do all of this. So when you pay for Pickfords, you don’t even get it! We were so excited when our items finally arrived, having been living out of luggage for three months. But what was an exciting day could not have been more comprehensively ruined. Practically every box that we opened had damaged items. Every single bit of furniture was scratched, and had its corners smashed in. Box after box we would pick up you could already hear the breakages. All of our wine glass sets, most of which were wedding presents, have now been torn apart, with one or two smashes on each. More of our platters and plates were smashed due to carelessness; again presents from our family and friends. But most telling of all was that there was one box with two items: a 10kg mortar and pestle, and a Royal Doulton cake stand I bought for my wife’s 21st birthday. The pestle, being small, was wrapped and wrapped in the one sheet of paper. The cake stand, not at all. Big surprise: the cake stand was smashed to pieces. How could anyone, let alone professional movers, have not foreseen that happening? We also moved a lot of books, and we should all know that with minimal care books are basically impossible to damage. It just takes a second (literally a second!) to stack them semi-carefully. Instead, it was evident that the books had just been picked up by the armful and dropped into the boxes. Some fell sideways, spine down, and so the pages were all bent back by the books piled carelessly on top. This was a reoccurring feature in dozens of these boxes. Regarding the boxes themselves, unlike the super-tough ones Allied Pickfords used, these were just your garden variety boxes, like the ones you get form the supermarket. Most of them had actually collapsed under the weight of the things piled on top of them. No wonder everything smashed and got bent and scratched. The computer and television were packed with slightly more care, being put in their own boxes. But even these boxes were not filled with any other protection. No styrofoam or anything that we got from the Australia-> UK move. It was a miracle these came in unharmed. Just a brief interlude to say that the guys from Kent, who had the job of unpacking things in Australia, could themselves not have been better. They were so friendly, so energetic, and so sympathetic for all of our breakages. They would comment when some item would come in broken or scratched, and gave us a pat on the back. Top guys all! To make everything clear: these breakages and scratched occurred, not due to things reasonably expected from an international move, which we could entirely understand. They were down to negligence. Their breaking was not merely a possibility, but an inevitability. Anyone, let alone ‘professional’ movers, could have foreseen that these things would break. They would have broken if they were being moved down the street, let alone overseas. It was a travesty. We have filed an insurance claim with Pickfords, for a very modest sum. It doesn’t even cover all of the scratches on the furniture, or the breaking up of our glass and plate sets. And it doesn’t even cover any of the pain and suffering from seeing treasured wedding and birthday gifts from friends and family being smashed. Even those books whose pages were not bent completely backwards we didn’t bother claiming. We could have claimed for so much more, but we settled on the modest sum of $2000. They are already building up to rejecting it, and giving us nothing. I do not, however, even see it relevant to go through insurance. These items were not broken due to reasonable expectations of damages associated with moving. They were not even the result of exceptional circumstances, like the whole shipping crate falling over. Instead, they were the inevitable result of out-and-out negligence in the moving process. Given all this, I cannot but recommend any other company for your international move. Anyone else would have taken more care at any point.  TLDR: Our items arrived broken due to the negligence and incompetence of the movers. They have clearly never packed for a move, domestic/international, professional/personal before.  £3000.

Service cost: £3000

I am reviewing the pickup only, as I’ve not received my items yet.

It was a very stressful time for me as I was moving on my own to the States. My furniture and personal effects have been in storage for nearly 4 months. Susana Borrajo at Pickford helped me through the process and was very understanding and professional. Booking a date to pack up and paying the invoice was easy,
The 3 removal men arrived early on the due date and quickly, efficiently and politely packed up my belongings. It was a very wet day and they protected my carpets and wore clean shoe protectors. Their truck was very big and space on my cul de sac, where I lived, was limited but they ensured no one was blocked in.
The glass in one of my paintings broke and they were very apologetic and advised me to speak to Pickford’s admin. Susanna said immediately it would be repaired and advised me when it was completed.
As soon as I was ready to receive my shipment Susanna went into action and arranged for the shipment as soon as a ship was available. Given 4 stars as I’m still waiting for receipt of my items so cannot give a final evaluation.
Overall I was impressed by the service.

Service cost: £1785