PSS International Removals

For a professional mover they do not go out of their way to do anything proactively.

They took days to reply to calls (as my dedicated move manager was always on the phone), or days to reply to emails.

They did not check eligibility for me to ship my goods, turns out I had the wrong VISA for the customs paperwork, but of course this was only discovered at the last minute leading to a cancelation fee for a pickup that NEVER even happened.

PSS expect YOU to know the processes and procedures to ship goods internationally, that was the reason for hiring them to do the job but when they don't do things correctly be ready to pickup extra costs (in PSS imposed fines!).

I tracked my kit (Apple tags are great) and could see it was sitting in their warehouse for over 8 weeks before shipping by then "global prices had risen" so I got a further invoice for increased shipping fees.

In my world when you hire someone to do a job they

a) Go though a checklist to ensure everything is ok before things kick off

b) Give you a quote that's final.

c) Keep you informed about what is going on, in this case where are my items at every step

You will get NONE of these from PSS so BE WARNED

Move size: Partial Move Service cost: $1500

I contacted PSS because a friend recommended them for my move from London to Florida.

PSS gave me a 'Door to door quote' for my shipment. They collected my boxes in November and told me that they would be delivered to Florida sometime in January.

In their quote they specifically requested that I keep my boxes under 30 kg each otherwise I would incur an overweight surcharge.

Fast forward to June and my boxes were finally delivered. They were is a really bad shape, late, beaten up and broken, but at least they arrived.

PSS contracted an American company to pick up my belongings from the port and deliver them to my home.

Between PSS and their American counterpart, I was asked to pay random and unexpected, additional charges 4 times.

The most frustrating part was that PSS had contracted a lower weight allowance, with this American company, than what they had agreed with me, so I got an email from the American Shipper essentially explaining to me that they were holding my belonging ransom and unless I paid the additional costs, I wouldn't see my boxes.

I made several unsuccessful attempts to communicate to PSS that this charge constituted a breach of our contact, but they replied that the 30 kg allowance per box was only for pickup, it didn't apply once my boxes got to America...

An important detail they forgot to mention when they quoted me.

In short I ended up paying about double the initial quote.

I noticed that the reviews of many customers share a similar experience.

My best recommendation is that you try and find a professional company that's not going to blackmail you to extort more money from you.

Move size: 2 Bedroom Home Service cost: $2500

I took a while before I wrote this to ensure this was not written in anger

Please read all the negative reviews and you will see one very disturbing pattern it all involved holding goods for ransom for huge additional poorly explained charges

Ok now you seen the pattern please read further ,

I am settled and can reflect on the issue

In the end I have come back and given them the lowest possible rating

This relates to shipping a container from UK to Canada

PSS started by sending someone out to look who was very professional and reminded me that they been around for a long time and indeed have a look at their rating(now i can see most are invited!!)

He was nice ,gave a good quote and me and my friend went with them(going to 2 different countries)

It was downhill after that .You get a move manager whose sole job is to demand more money .

Whatever was quoted is about half of what they plan to get from you and will hold your goods for ransom till they squeeze all they can

When you demand invoices as they blame the shipping line for "sudden" price hikes they sent you a picture of the ship that is carrying your goods!

Yes,no kidding no invoice from the shipping company they used just a picture of the ship!

Only invoice you get to explain their price hike almost double of the quote is theirs and as mentioned a picture of a ship

Why they cannot produce evidence of the shipping company they used to freight the goods I leave to your judgement

What is remarkable is other people who shipped with other companies during same period to same country did not get this price hike and got their good sooner.

Delays upon delays and oh did I mention they charge you for their delays and again yes you either pay or we hold your goods

They rely on the fact a lot of the people who they do this to are moving abroad and just want to forget and focus on their new lives

My friend I mentioned also had a bad experience but has let it go as he just wants to move on

They also blame covid but I ran into someone who complained about how badly his shipping went and guess who shipped his items in the last 2 months

I would highly recommend you keep away from this company as in all my years this ranks in the top 3 worst company

They charged nearly 4000 pounds extra blaming freight cost and delays with poor evidence.yes almost double and will ransom your goods

It is shocking how they get away with it but they seems to target people who are moving countries and know less likely to chase with the ombudsman

Oh they will also say they are part of associations and let me tell you complaining to this associations are useless and they know it .

You have been warned

Move size: 4 Bedroom Home Service cost: £8900

I have so badly been let down by PSS, I had to write something here, hoping that other families will not go through what we have. They have ruined our move and caused so much stress at a time which was supposed to be the most exciting time of our lives. To top it up, we never ever received an honest apology neither from the useless “account manager” or the Managing Director. Not sure what he is managing as he never replies to any emails and the company misrepresents itself on every platform.

Before hiring PSS I have done extensive research and got the image that they are a:

family run,

leading specialist,

UK’s first choice,

experienced,

best,

professional company

who will provide us “least stressful” move possible.

LIES!

We have arranged a home survey, their employee has been to our home, seen every single thing we have and quoted us 4k. We have not taken a single thing more than we told PSS we would. As a customer we have done everything right, we were polite, done our paperwork in advance, paid our invoice in advance and waited for our moving day.

On moving day, October 2022, I was at home with my 6-year-old daughter and my husband already in New Zealand. Never knowing that our Move Manager would be on holiday – no one told me, no PSS employee actually “managed” the move.

Two PSS employees turned up just after 8 am and packed everything, told me PSS truck would be arriving at 1pm to load everything. I was fine with this as they said it would take 40 minutes to an hour to load everything to the van.

I waited till 1pm, no one arrived.

At 2pm, I emailed PSS, they said the truck would be arriving between 3pm-4pm. That didn’t happen.

So I emailed again at 4.30pm, questioning where the truck is and heard nothing. From no one.

At 5.30 pm, I was really worried. By this time, I have been indoors all day with a 6 year old and over 80 plus boxes, piled up to the ceiling, nowhere to sit, and we were leaving for Heathrow next day!

I called every single number on their website, office is shut, no emergency contacts, no one replying to my emails (no one did), by that point I thought that’s it; I have a house full of furniture, how am I going to be able to fly tomorrow?

Finally at 18.15pm some random van arrived. The two guys who came to pick our furniture & boxes up (one of them had hardly any teeth (effing and blinding) and the other one told me he was a student and only doing this job to earn extra money during holidays!) were NOT PSS employees, their van was NOT PSS van. The service I received was NOT the service I anticipated, expected & paid for. I was expecting a professional team of people turning up on time and doing a good job. Instead, I received over booked, over tired people who were desperate to get back home to have their dinner! They actually told me so!

It was chaos/circus that night, I was embarrassed as to how it’s all handled. I had to let them use the lift as there was no way they could carry all those things downstairs in the “40 minutes” they promised. When they left it was 7.45pm.

The move was not organised, all my stuff all over the building, at one point I have seen a random man helping them out. There was lots of random shouting, lots of swearing, inappropriate banter… But worst of all, the main mover told me that our stuff was going to be left in the van on the street! Overnight? You do not leave a van full of household goods out in the street!! All our stuff especially our baby keepsakes mean the world to us, and by seeing how they were treated clearly it means/meant nothing to them.

When useless Account Manager was back from holiday 8 day later, all I heard from hereI was; you have way much more stuff, you must pay another £1800. How is this our fault? We haven’t hidden any thing& taken anything extra other than what we said we would.

How as professionals they let it get to this stage:

Give us wrong estimate?

Don’t communicate?

Not manage our move?

Charge us 4k for a service you never delivered?

Send us a man in a van?

Mishandle, rush our move?

Leave our things in a van on a street overnight?

Never call to explain, apologize?

Now pressuring us to pay almost another 2k! The man in a van possibly costed me £600 at most…!

PSS only contacted us months later to blackmail either pay or we won't deliver... I cannot tell you I honestly think they must have some AI working in that office, no human decency & empathy... We had to pay the amount they were asking as we were desperate for our furniture... When our things arrived we realized they lost 4 boxes and the two muppets who packed our things literally chucked all stuff in boxes damaging my husbands stereo…

They hired a new Customer Service Manager 3-4 months later to talk to us but the poor woman talked to us once or twice, shocked as to how bad it was and guess what we never heard from her again.

I would rather sell all our stuff then use this company again. THEY ARE THE WORST!!!

Move size: 2 Bedroom Home Service cost: £5800

I chose PSS International Removals due to the seemingly amazing reviews online however it is a shame that I can only justify 1 star. I have recently moved to Canada from the Uk and required shipping across some personal items. At the start of the process all was going great, they helped me with custom forms and answered emails timely despite the time difference. However, they failed to communicate to DHL the scheduled collection date of May 25th, and a day was wasted for a missed collection. When a collection was made the next day, a delivery lorry showed up and declared that a van should've been booked and the boxes were then added to another customers collection, which the driver then stated may impact my delivery. The issues with the collection were addressed to PSS in an email of which they brushed under the rug and blamed DHL. My boxes then ended up sitting in their warehouse for a week before being shipped. Once they arrived in Canada, none of the custom forms were valid and I had to complete everything myself, from the forms to going to the airport to sort out the issue. When arriving at the airport, DHL claimed that there was errors of their end in terms of the quantity of boxes I should have as well as the fact that difficulties arose from the boxes being shipped on different days. The custom agents in Canada had to step in and help. The company was hired for the sole point of getting the boxes from point A to B as stress free as possible and that was not the case. I would not recommend using the company unless you want to be stressed and have to deal with things yourself.

Move size: Partial Move Service cost: £900

DO NOT USE!!

Such a great service until they came to pack & pick up my precious items - I paid for the ''professional packing service'' as I was already in Australia - only a sheet of brown paper was used, NO bubble wrap, NO cardboard corners or any other type of protection - these items were being sent from UK to Australia. Needless to say they arrived broken, battered & chipped - then you have to deal with all the fall out!! - apparently 'accidents happen'' NO its called NEGLEGANCE. Why pay for a ''professional service'' when no one cares and a child could do a better job. Customer care NIL - It's costing so much more to repair than their value but they are sentimental (being my mother's items) so much heartache when it could have been avoided. I've made an 'Official complaint'' which has been ignored! (despite their complaints procedure saying I should have a response in 2 days)

They also add more costs once you've paid the initial amount - they have you over a barrel - nice work!

Move size: Partial Move Service cost: £2000

We recently used PSS International Removals for our move to Queensland, Australia and we were extremely happy with the outstanding customer service From start to finish, they were friendly, professional, and courteous. The office staff were helpful and answered all our questions. The packing crew arrived on time, were friendly and cheerful, and worked extremely hard to pack all our belongings. Nothing was too much trouble. They paid special attention to fragile and delicate items. We have absolutely no hesitation in recommending PSS if you're moving anywhere overseas. They made the whole process easy and what's more, the price was highly competitive too.

Move size: 3 Bedroom Home Service cost: £6000

What started out good, turned really bad. Pss could nor clear things through customs, washed hands of it leaving us to fork out a lot more money to third party. Others had to clear customs and deliver costing us over 2000 euros extra. Pss basically left us in the learch to sort out and refused to look at recompense, they think they did nothing wrong! Not their fault. (Comments like 'this has never happened before' ) not helpful. Unfortunately we will have to seek through the legal system

Move size: Partial Move Service cost: £1800

Avoid at all costs. Can’t give them one star because at least my packages arrived (although weeks late), but this company is a disaster at every step along the way. I was told my price was an “estimate” and they would weigh and measure the packages after delivery. That never occurred, and I never received a new invoice. They got my delivery address wrong on the waybill despite me calling and emailing to correct. I was guaranteed a two-hour pickup window be fire purchase. After purchase, I was given a seven hour window instead, and the pickup still didn’t come within that window. My shipment was accidentally categorized as commercial and I went through hell with DHL trying to properly categorize it as personal. I still haven’t been refunded the extra charge for “commercial” shipping. Customer service is polite on the phone but does next to nothing to help after hanging up. I must have called PSS at least 20 times before my shipment was delivered. After all this, they admitted wrongdoing and offered a £35 refund. That’s approximately 7% of what we paid, and doesn’t even reimburse me for all the time and money I spent on long distance phone calls.

Move size: Partial Move Service cost: £450

We can't begin to say how bad the service from this company was. They initially go to great lengths to present the company as experienced and skilled in international removals, providing a professional service and how they will keep you informed throughout the move...DO NOT BE TAKEN IN! They charged for every little thing, demanded upfront payments at every stage in the process before they would progress the removal, sent incorrect invoices and dragged their feet throughout the whole process. When the container EVENTUALLY arrived in Brisbane, we had to pay $850 to have 3 pine cones removed from an artificial christmas tree and for part of our outdoor furniture to be cleaned as some dirt and a few old leaves had been found underneath it - when our possessions were being packed, the PSS removal staff assured us that they inspected all items to avoid such issues - obviously not! To add insult to injury, when our possessions were delivered and we found several damaged items,PSS demanded a £100 fee to cover the cost of"handling" our claim - we were told that this was stated in the document which was signed at the outset. The cover is NOT insurance cover....PSS take your substantial premium and state that they will provide the cover....Believe us, this nothing other than a money making scam by PSS. We spoke to the owner of a removal firm here in Australia who found this completely unprofessional.

We met another couple in Australia who had also used PSS and were equally disgusted with the service and are currently in dispute over damages incurred.

There are numerous other failings by this firm we could list, all of which are just too many to mention. Suffice it to say that, having paid well in excess of £12k. we were seriously depressed and stressed throughout our dealings with PSS and would NOT recommend using this company to ANYONE!

Move size: 4 Bedroom Home Service cost: £13000