Legend Removals

I wanted to share the unfortunate and somewhat chaotic situation my wife and I endured when we were recently moved from the UK to Belgium with Legend. We booked and paid for a furniture lift (which is common when moving furniture in Brussels) through Legend, but when it turned up the operator said it had only been reserved for one hour, not nearly enough to offload two vans-worth of our stuff. I also paid nearly £1,000 extra to move an upright piano and specifically checked that the piano would go on the furniture lift, which I was assured by Legend it would. However, the lift operator said the lift that Legend had booked was unsuitable for a piano. It took three attempts in total (over 24 hours) to find a lift that would accommodate the piano, by which time our piano had gone to Holland and back, and even the operator for the 3rd lift was hesitant as it still was not the recommended lift for a piano, and only agreed after much persuasion from my wife. The movers themselves were great in the face of such adversity and poor planning, but one could see that it also really took its toll on them too. I wonder how long such a mediocre company will keep skilled and dedicated workers?

The communication with Legend was great up until the moment I paid the money. However, continually Legend over-promised and under-delivered.

They offered to book the parking space for the vans but didn't. We were told by them with one week to go that it was not possible. My wife managed to book it on the same day in one hour on the phone while she was in Poland.

Additionally I had asked for clarification regarding some of the required documentation almost a month prior to our move, but only received an (unhelpful) response with less than one week to go.

Our whole move would have been completely disastrous had my wife not be able to discuss all these issues and more with the operations team in Russian, and with the local people on the ground here in French.

One expects any move to be expensive and stressful, but this felt like a DIY operation where Legend's internal communication was poor, and planning and foresight were not fit for purpose. If we had not intervened so proactively the whole experienced could have been disastrous rather than merely chaotic, annoying and frustrating. I think my review might have been tempered a little had there been any adequate response from the company when I raised my complaints. However, it seems that once Legend have your money and have completed the job, no matter how shabbily, they have little interest in either learning from their mistakes or providing even the barest of an apology to their long-suffering customers.

Move size: 2 Bedroom Home Service cost: £6500

LEGEND REMOVALS TRULY STANDS OUT IN THE MOVING INDUSTRY! My recent experience with them solidified their status as real legends in the field. Opting for Legend Removals for my moving needs turned out to be the best decision, delivering unparalleled service quality that exceeded all expectations.

The professionalism and expertise displayed by the Legend Removals team, especially by Alex, the driver, were remarkable. Not only did Alex proficiently handle my belongings, but he also shared invaluable advice on furniture maintenance, showcasing his background as an antique expert. His guidance on preserving the integrity of my vintage furniture for years to come was particularly appreciated.

Alex's meticulous approach and dedication to his work left a lasting impression, demonstrating the exceptional standards Legend Removals adheres to. Their commitment to excellence is evident in every aspect of their service.

I am profoundly grateful to Legend Removals for making my moving experience so positive. Should the need for moving services arise in the future, Legend Removals will undoubtedly be my first choice.

Move size: 2 Bedroom Home Service cost: £2300

DO NOT USE. YOU WILL REGRET IT!. Great sales consultant gave confidence but things went rapidly downhill once I had signed and paid. Impossible to get them to answer the phone to answer simple questions like when will my items be collected.

I stressed that I wanted direct delivery from pickup to delivery address. Legend insist on a 3 day window for pickup and say that delivery can take up to 10 days. when I questioned this I was told it was due to customs processes and beyond their control. The reality was that my goods went straight through customs but is still took 15 days for about 85% of my goods to arrive and a further 3 days for the remainder. Once they have your money and your goods you drop to the bottom of the priorities list and your precious p[possessions are dumped into some store so crews can go and pick up other poor unsuspecting victims goods!.

Many expensive items were badly damaged through a lack of due care and attention to protecting the goods. THEY SIMPLY DO NOT CARE ABOUT PROTECTING YOUR ITEMS OR YOUR REQUIRED PICKUP AND DELIVERY DATES. Crews work excessive (probably illegal) hours and drive vehicles of a size that do not legally require tachographs so driving hours cannot be checked for regulation's compliance. Drivers are not allowed to use motorways in Europe because the company is too stingy to pay the tolls and drivers have to sleep in the van cabs!

THIS IS A HIGHLY UNPROFESIONAL ORGANISATION WHICH HAS NO IDEA ABOUT CUSTOMER SERVICE. THEY JUST WANT YOUR MONEY. LOOK ELSEWHERE!!!!

Move size: 4+ Bedroom Home Service cost: £5000

Just moved from the UK to Switzerland. OM pick up of goods from the UK the team came with no packing material and said packing isn't included. After almost 6 hours they then agreed it was a mistake and packing was included, lost awhile day but Pol/Paul the mover did a fantastic job

Goods were to be delivered yesterday 26 March into Zurich, despite the agent Nick not confirming the day prior as requested the team drove to Switzerland. The border Co trolley took more than 5 hours (not their fault) so goods could not be delivered as planned yesterday as after 6pm, poor Alex the driver/agent had to stay somewhere overnight. Goods arrived 8am the next day (today) which is fine. But poor Alex said we don't unpack or take away the boxes and packing material (not his fault)

The reason I booked the service of Legend was for door to door service, packing and unpacking

The agent I'd been dealing with, Nick L. soon speaking to him (now two incidents..out and in...said Read your F...ing contract, so I helped Alex with the boxes and I unpacked

E ery piece of communication with Legend, all emails expressly mentioned packing and unpacking and even having some boxes in advance and removal of packaging on delivery, Nick was nothing but unprepared, amateur and unprofessional, even asking me for documents a day before delivery which they already had. Thank goodness for his professional colleague Fidan and both agents Paul and Alex

Date of experience: 28 March 2024

Edit

Move size: 1 Bedroom Flat Service cost: £2000

I was referred to Legend Removal by a friend who used them for an international move. Initially, the company was friendly, explained the process in detail, and were prompt in their responses, their quote/value for services were competitive. Things went downhill from there. I received an email stating that my items for move would be collected on the last day in the availability window I provided - no problem. A few days later I received an email late at night stating that they were arriving the next morning to collect - several days before the originally planned collection. I phoned the next morning quite panicked, and although I was told I would be phoned back regarding my concerns and confusion, I had to phone three times before I was sent a negatively worded email stating that while they could no longer collect on the date originally emailed, they would come the following day, and in the wording it was implied that the mistake was mine.
I did receive an apology email, and the collection went well.
I never received a confirmation of collection, nor estimated delivery day/time. The next I heard from the company was from the delivery driver, when he was two hours away from delivering my belongings to my new flat, only three days after collection. I give the company credit for such a quick delivery, however, I wasn't even in my new home/country, and it was only incredible luck that someone could be at the property at the time of delivery. While I have not fully unpacked, as of now, my items look to be in the condition they were when collected.

If I were to rate Legend Removal on the simple act of collection and delivery, I would give them five stars. Given that the company has such poor communication and apparent organisation with regards to the different teams (sales, operations, transport) and my experience as their customer, I think there is a lot of room for improvement. Simple, courteous, communication and protocol would have saved a great deal of stress and uncertainty during what is already a very stressful experience. I have not received any communication regarding delivery, even after the fact.

I am thankful to the driver who drove three days straight to get me my belongings, and I hope the company values his work ethic.

I will only recommend Legend Removal with reservation.

Service cost: £1273

Initially I had very high hopes for this company with everybody being friendly and responsive.
When picking up my furniture the movers turned up three hours too early but that’s not a deal breaker.

Getting my furniture actually delivered turned into a total desaster. I received no confirmation about the delivery date and time, I called the operations team several times but was never given any real information. I had to fly to Germany without knowing if my furniture will actually turn up. It is now midday the day of requested delivery and I STILL have not received confirmation if my furniture will come today and when. I‘m just sitting here waiting.

Service cost: £500

WORST COMPANY EVER TO DEAL WITH!!

When booking my moving, the company seemed really nice and friendly, they did explain everything. Richard was the one who dealt with my first step booking, and he was really professional.

Felt a bit disappointed when they only sent 1 person to collect all my furnitures while it was saying 2 people would collect it. Taking in consideration that it was a 3 bed flat, I didn’t find it really fair for the poor guy. He still did a good job to wrap everything and being careful with my stuff. But until that point everything was fine.
Where everything when downhill was 48h before the delivery!! I HAD TO call them to ask about a timing. This is when they told me they would not deliver in time, that it will come 24-48h later. When talking to Meghan, she promised to keep in touch with me about it! She never called back, not even once !!
When I called back, I talked to Michael. He told me a different reason why the delivery would be late. They did not have the same excuse until I mentioned it to them. Again the same problem, he said he would call back, but never did.
Found it very stressful and absolutely horrendous service from them. Even when you ask to speak to a manager, they don’t pass you the phone. When you ask for a call back, AGAIN NOTHING !!

And when they delivered, driver was really nice and good. But they came 2 days after at 9 pm. So not the most convenient. And again only 1 driver for the whole delivery. If I didn’t help it would have taken him over 3h for sure.

They promise you a stress free experience, it was the exact opposite for us. Specially that we had a baby of 3 month, and we prepared this moving accordingly to the delivery date given !!

NEVER EVER AGAIN.

Service cost: £864

We had the most awful experience using Legend Removals. You need to read the below to understand how disgustingly we have been treated. Do not use them, it could happen to you!

We were due to move out at 9:00am on a Friday and received a call from the dispatch team at 8.45am to tell us the van had broken down and the move had to be postponed to the next day. At this point they told me we were the priority for the move on Saturday and when I asked if the movers could come at 9:00am, I was told it would probably be nearer to 8:00am as we were the first job of the day. Imagine how 'lucky' we were not to be kicked out of our flat on Friday!

We woke up early on the Saturday thinking the movers would arrive around 8am (as we were told) and ended up waiting all day for them. They told me several times by text that the movers were on their way, making up excuse after excuse (traffic, issues with straps), which clearly were all lies. I asked for the number of the driver and after insisting (they wouldn't give it to me) they gave a wrong number. I received a call at 4.30pm telling me the movers were 45min away, by which point we stopped believing and cancelled the move as this was probably another lie. We reached out to the owner on LinkedIn and he apologised explaining that "the planned scenarios are subject to the alterations when other clients have more items to move/complications with the access at collection/delivery addresses". So here came the truth!! Our 1-bed move wasn't important enough to be prioritised although we were told as such. Who knows if the van had even broken down on the original day we were meant to move or if this was conveniently cancelled.

The experience with Legend Removals has been extremely stressful for us and the service has been appalling from day 1. I had to chase several times for quotes, updates and confirmations. I didn't even had confirmed timings until two days before the move although I chased for weeks!

As you will read above we have been outraged by the way we have been treated, and words don't even tell how furious we are. This has been the worst moving experience we have encountered. We even booked days off for this which have gone to waste. In the end we got a full refund but it doesn't cover the time wasted and stress we went through over these two days, having to find a new moving company with 36h notice and paying over the odds.

Service cost: £350