Matthew James Global Relocation

UK-Spain move: a nighmare

Issues since day 0. The first manager provided an inaccurate quotation at higher cost than needed. The second manager was very responsive until money was transferred, then the real nightmare started: 3 times MJR changed their mind about import documents. Then it took them one month to find a lorry for transport. No updates on status shared, despite multiple calls and emails. Then an extra bill for storage space arrives, with a threat of no deliver if the extra payment is not made. On a Friday afternoon I called them, just to find out delivery is due on Sunday, making it impossible to book parking spots at the delivery address. Their solution: pay 500 pounds to store my items at a local depo and deliver using a van. No apologies, no help given during this whole process.

MJR is not part of the Removals Ombudsman Scheme, so filing a complain is useless. If anyone knows how to report this type of situation please share, thanks!

GOOD REVIEWS ARE CLEARLY BOUGHT, ridiculous overspill volume fees and

GOOD REVIEWS ARE CLEARLY BOUGHT, this is the worse moving company you could go with, save your money and stress levels and go elsewhere.

I could write pages and pages on the details of the bad experience we received, but will summarise it for you:

Packing with ridiculous amounts of bubble wrap leading to high overspill:

When the people came to help us pack, we noticed that they were using an exceptionally high amount of bubble wrap. The high ratio of our items to bubble wrap meant that we ended up using more boxes than we were able to have estimated. I would have expected to be advised of this and have a quote created accordingly. Interestingly, when we questioned their employees helping us pack, they mentioned that most people (conveniently) end up with more boxes than estimated. This was very contrary to what we were advised when we made the call to enquire about the overspill as we were told it is 'exceptionally rare' for that to happen.

Unreasonably high overspill volume fee: We were then charged an overspill volume which was 50% higher than the agreed cost, despite the fact that the advisor had made the quote himself. Furthermore, some items in the quote were double…

DO NOT USE THIS COMPANY. We chose their ¨GOLD¨option where they are meant to securely package all our goods, look at the photos and decide yourself. This resulted in damage to my property. Would you want your property transported like this? When I complained about this service, I received this response from Rachael Pepper (one of their directors): ¨Although we have already agreed that some goods may have been packaged better, you have definitely received a Gold service¨. I presume they will respond saying that they offered ¨compensation¨ (GBP 80). Considering the cost of their GOLD option is over GBP 200 more than BRONZE, I take this as typical corporate cynicism.

The absolute worst experience

Every step of the move with this company has been completely unprofessional. Their ‘customer services’ team are arrogant and incompetent. Furniture was damaged and they refused to take any responsibility. Our furniture arrive more than a week late. I was promised all my shoes would be individually wrapped and carefully packed... they were all thrown into boxes together with zero care. I haven’t even finished unpacking my boxes and am genuinely afraid of what disaster I will uncover with each box opening.

Terrible experience using this company for moving from London to Switzerland, even though we opted for the most expensive package. Unprofessional and spotty communication even in the beginning but after the delivery was complete and we still had questions they simply decided to ghost us and we haven't received _any_ communication from them for over a month! Zero client care. We still need help with the customs clearence which a spectacularly inept partner of theirs (FILIDS Sarl) arranged and Matthew James refuses to communicate at all! The movers decided to randomly leave some of our belongings in the apartment for which we now have to arrange additional postage. For 4,500 GBP it certainly feels like an absolute rip off. Do yourself a favor and stay as far away from this company as you can!

Intransparent pricing and bad communication

After chasing our allocated surveyor for days, we finally received a quote for our international move from the UK to Germany.

They asked £5100 for 30cubic metres, Bronze Level (aka we pack everything, they just move the goods).

A friend, who recommended MJ to us, had been quoted £3100 for 30 cubic metres, GOLD Level (aka they dismantle and reassmelbe furniture, pack and move goods) (also for a move UK to Germany, only 150miles distance difference).

So we challenged our surveyor on the price and stated this inexplicable price difference of 2000 pounds - he admitted having rushed the quote and promised to send a new one by the next day.

It's been five days now and we have not heard back yet, what a mess!

Crooks!

Appalling experience and I warn anyone not to pay these exorbitant prices for a complete disregard for customers and absolute lack of care.

I booked their service for a removal from London to Madrid and specifically asked them several times (per email) to inform me, 24 hours in advance, when the lorry was due to arrive in Madrid. I also gave them a Spanish number to call.

They sent me an email - which I couldn't check in time - barely a few hours prior to the delivery being made. They claim that they called the Spanish number but *somehow* it did not occur to them to leave a voicemail (this should highlight the intelligence levels of those manning customer support roles).

Of course, since I couldn't check the email in time, by the time I did, the 'crew' had already left Madrid, leaving my stuff in a depot which apparently NOBODY ELSE could access to get my stuff delivered to my address. When I emailed to ask for the next delivery date I was given a date over two weeks after.

I have thus spent 3 weeks without my stuff living out of a suitcase. With no apologies or even the honesty to accept that they royally screwed up. They had ONE thing to do, and one thing only - give me…

Worst Moving Experience Ever.

Terrible. Salesman Max advised that our shipment would leave UK on 29th June. Shipment did not leave UK until 27th July. When queried, salesman began quoting small print, advising that all times are approximate. General Manager Chris ignored repeated requests for updates and could not confirm a shipping date. I made 4 separate requests for the Managing Director Matthew DeMachen to call me which he never did, making several excuses each time. Customer service advised in writing that he was "unavailable" as he "heads up a multi-million pound business." The cost of this move was £5835. They will tell you what you want to hear to secure a sale. Quick to take the money and no interest in the customer once they have it. The company will put more effort in attempting to remove your review (by reporting it for various reasons) than resolving any issues. However, I feel sorry for the lady whose full-time job at Matthew James is to attempt to have reviews removed / defend the actions of this amateur organisation. All correspondence is available to anyone who wishes to contact me. I would be interested to see just how many reviews the company has removed to date. Highly incompetent, avoid.

Handled move badly and will not process claims timely.

We hired Matthew James for a move from London to Valencia, Spain. $ pieces of furniture arrived damaged. A hepplewhite table arrived with a table leg torn off and another one loose.

Other pieces ware damaged. After 5 weeks company has not sent an insurance adjuster and only offer to pay for repairs and not loss of value despite having brokered an insurance policy covering those losses.

Will have to deal with the financial conduct authority and the insurance company to adjudicate the claim.

My recommendation is not to use this company.

Appalling do not use if you value your furniture.

I chose Matthew James because they looked like a good company but I was so wrong. They quoted £4,600 for a 3 bedroom house to Spain. They could only bring half the stuff but didn't tell me until I had travelled to Spain and my husband had also left so there was nothing we could do. He people who were going to rent my house dropped out because they couldn't move in. When we received the delivery it was labelled very badly so we had to open everything to find anything all at once. They had snapped off my dressing table legs and labelled it snapped off legs!! We received our dining table legs solid oak but they 'lost our dining table top and Dyer waiting 3 months they are now saying they never picked it up and that we must still have it! I am now reporting them for theft. They have left me waiting for this pathetic verdict since the 16th December. I am still left with half my furniture in England and have to pay someone else to pick it up.

I would strongly advise anyone not to touch them with a barge pole. They are appalling.