Anglo Pacific

I had a dreadful experience with Anglo Pacific. My items were sent back and forth to the airport then one of my packages was left outside my parents empty property in the UK when it was meant to be sent to my address in NZ.

Once I received my packages all of my family heirlooms were smashed and broken. Including hand painted matching vases, plates and mirror. These items were irreplaceable as they belonged to my Grandparents. I was not aware that if I did not take insurance, as these items are irreplaceable, there would be not responsibility taken for this appalling service. I have had no explanation as to why this has happened and the only financial recompense offered has been 40 pounds per damaged box, which does not begin to cover the emotional trauma and expense of these heirlooms. I wanted to add photos of my broken beyond repair items but I am unable to upload them.

If I had known this was going to happen I would not have trusted Anglo Pacific and I would still have my beautiful objects intact.

This is an email from the company when I was trying to locate my items. I also, questioned over the phone if my items were still properly protected as they had been moved to and from the airport and then back to my parents empty address and I was assured the items were fine:

Following up on the email below, it would appears that the consignment is being returned to us by the courier company, TNT, due to an error. Unfortunately, no satisfactory explanation has been provided for this issue, and we sincerely apologize for the inconvenience caused.

TNT is currently arranging the delivery of the remaining piece to our premises. Once it has been received, we will promptly rebook the shipment and provide you with a new tracking number.

Please be assured that we will closely monitor the new shipment to ensure a smooth and timely delivery.

We truly regret any disruption this may have caused and greatly appreciate your patience and understanding in the meantime.

Please think very carefully about using this company. I expect they will answer this review by saying I should have used insurance but as I mentioned earlier I trusted the company with my items and I had no idea this would happen and even if I had taken insurance as these items are irreplaceable what use would it be?

Move size: Partial Move Service cost: £400

We paid £648 to move 9 boxes from the UK to the UAE. The whole process was largely unsatisfactory. From the start, the transition from the sales man to the operations team was slow and clumsy and we had to keep on pushing to get sent the invoice which had already been taken from our account.  The boxes were picked up on time, however, the amount of bubble wrap that they gave us was nowhere near sufficient and when we brought this up we were told that they wouldn't deliver any more and we were forced to buy it ourselves despite the promise that it was included. When our shipment arrived the boxes were completely trashed and almost everything that was breakable had been damaged in some way.  We complained and tried to get some money back and were told to document every bit of damage with photgraphic evidence and provide receipts or repair estimates from professionals for everyone of the items. We went through this process, which took significant time and were then told that we would be given £80 to cover the cost of what was well in excess of £600.  Do not use Anglo-Pacific, every aspect of their service is substandard and they have absolutely no desire to try and make things right when they go wrong.  Using Anglo-Pacific has been one of the worst decisions that we have ever made.  See all photos of damage at: http://www.facebook.com/pages/Anglo-Pacific-shipping/442684112475024.

Service cost: £648

Wow, I wish I had read these reviews before using this company..now I understand it wasn't just me.

I shipped my belongings from the UK to the US. I didn't want to deal with custom clearance, brokers etc so I relied on them as they were providing full door to door service, everything included and a reasonable price for reasonable shipping time.

Contrary to what stated by others, I actually found staff polite, no additional charges and my stuff actually arrived as scheduled..small detail, most of it was BROKEN or LOST!

A few years before I shipped my stuff from Italy to the UK with another company, that company pelleted my boxes which arrived in perfect conditions. AP did not, non only they shipped 25 individual boxed but they went through couriers like TNT and FedEx.. if I wanted to put my belongings in the hand of multiple couriers that throws boxes around I would have done it myself!

On their website they state:' We work to recognized quality standards guaranteeing that your goods will be handled carefully and professionally, from start to finish' ..NOT .THE .CASE.

Anyway, when my stuff arrived I wanted to cry. At AP they apologized and told me to go through insurance.
I insured only some valuable items but most stuff was either utensils or sentimental items, not valuable per se but overall needed to start a life in the US without having to buy everything new. I had around 700gpb worth of damages and the insurance gave me just over 300.

But I don't blame the insurance as you insure things in the unlikely event of some kind of disaster but here the damage was not due to misfortune it was unprofessional service provided by the moving company who did not take care of the personal belongings of their clients which they are in charge of ensuring they arrive safely from A to B.

So I would have expected a reimbursement from AP for the poor client service provided, on top of the cost of the damaged goods.

If anyone knows if there is a way to obtain that, please let me know.

Shanis.

Service cost: £1380

Terrible follow up service,

Here is how it started:
with us parting with 4.5k to move goods to USA, after a shining appraisal of the company would handle everything from the salesman .

The packers arrived, did not list any goods in the boxes, mixed everything up, mixed in fine antique china with garden tools.
Oh and one of them stank of alcohol.
they missed one full drawer of contents.
They broke our antique milk jug, they lost a complete antique teapot, we lost a copper lampshade, we lost valuable sea shells from a dive center holiday.
during shipping a terracota saucer and a porcelain decorative heart and a milk jug were broken (part of an antique tea set).
Lost one complete box of goods (box #5) you know who we are Anglo Pacific.

We had 'MARINE INSURANCE' cost us extra 184gbp on top of moving cost. Could we claim against anything?
NO, they picked apart our claim, saying we did not list individual parts within boxes, as we did not list a box contents of #5 we could not claim, the value of the milk jug and other broken items was less than the excess charge of 55 gbp (according to their pathetic under-valuations) they wrote our claim off.

An antique tea set without a teapot and milk jug is worth what?.. they just value the jug and teapot individually regardless of the fact the set is useless without the other.

We lost a full box of goods as they delivered somebody ELSE'S box of goods labelled #5, which we dutifully arranged to be sent to NYC from VA.

we lost a number of items in that box and the other unexplained missing items that we cannot remember (from thousands of goods) , never to be seen again, and passed our claim from pillar to post when we talked to managers their response was 'sorry, the claims department dealt with that and rejected your claim you'll have to talk to them' claims department: 'sorry, we wrote your claim off because we valued it under the excess'

THANKS ANGLO PACIFIC, HAVE A NICE DAY

FROM YOU TO ME:

Dear Mr & Mrs Hutchison



Thank you for your information. I am sorry to learn item # 5 Kitchenware, was not received. At Anglo Pacific, we do have rigorous procedures in place to account for the multiple consignments that make up a consolidated load and we have a large number of checks in place to minimise the risk of any single item or consignment being misplaced. We handle 17,000 consignments per annum but unfortunately on this occasion the item has been mislaid . We have arranged a warehouse audit and asked Schumacher to also instigate a search, this may take sometime.



I am very sorry to learn your shipment has sustained damage and loss during the moving process. """""" I cannot comment on your insurance claim process as you are only covered for the items you choose to declare on the insurance proposal form and I believe 'claims dept rep **' has settled your claim.""""""""



I thank you for your patience and I will reply with our findings as soon as possible.


Regards


move manager @ anglo pacific.

Service cost: £4550

Paid for crates to pack delicate good and valuables. They did not supply them and some goods were damaged.
The labels on all boxes had the wrong name on them all. These were done at the UK end.
Very slow in responding to complaints and claims.
Very nice people, but poor service with unacceptable excuses.

This site does not have enough towns/cities or countries to complete properly - ridiculous New Zealand or Chertsey are not even mentioned in drop-down boxes?

Service cost: £5200

I had Anglo Pacific do my shipping from London to Sydney as I believed them to be a professional and reliable company who I could trust with my personal belongings and to ship my items safely. Part of the reason I decided to use a company like Anglo Pacific is because I know they are very strict in Australia about what can come into the country and have strict requirements with respect to wooden items etc. and I believed a shipping company like AP would be able to help with this.

On the whole my experience with Anglo Pacific has been absolutely shocking from beginning to end, and 7 MONTHS LATER I am still trying to get matters resolved and am dealing with constant delaying tactics and games.

I have now laid a complaint with both the British Association of Removers (BAR) and Trading Standards as I am hoping they can help to resolve this situation.

Two guys came to pack and collect my things in London at the end of August 2017. Neither of them introduced themselves to me, even when I introduced myself to them and I still don't know their names. They were rude and uncommunicative and didn't make any effort to speak to me at all or check with me about anything. It was also clear they had no idea about any special requirements for Australia and really weren't bothered about anything like that. During the process I tried to communicate with them as much as possible, to tell them what I would like done and what I was doing (packing clothes etc. in my bedroom) and what I needed them to do. For the most part I got no response whatsoever and felt totally uncomfortable and frustrated.

Before they left I was given a review form to fill in while one of them stood over me and watched me fill it in. I remember thinking "can't give a bad review as this guy is much bigger than me and they have all my stuff. I can't give them less than 4 for anything but maybe even that might make them angry. Do I need to give them five stars for everything to be safe?" For the question about how well my things were packed I said I couldn't answer until I received my belongings in Australia and he didn't seem pleased. They also helped themselves to my tape measure and a stapler and left numerous items out that I had to ask about and say "please pack that" multiple times, like a couple of external hard drives, a laundry rack, some kitchen items etc.

The volume of my packed things came to 127 cubic feet more than Anglo Pacific quoted for, and 118 cubic feet more than the volume when I had shipped almost the same amount to the UK two years earlier. The only additional items I had to ship from my previous move were a coffee table, TV unit, television and 3 table lamps and maybe 1 or 2 small boxes of other odds and ends. I now know why the difference in volume - I paid to ship
loads of empty space and trash (literally).

I received my shipment in Australis on 9th November 2018 in the most shockingly packed and damaged state. My items were packed so badly and unprofessionally I cannot even begin to describe it appropriately. None of the boxes were labelled correctly or reflected correctly on the inventory. All of my furniture is damaged, including a ripped king size mattress, and a coffee table, TV unit, desk and bedside tables that have been scratched, chipped, dented, and in some cases have chunks gouged out of them. My TV is cracked and various other items are scratched and dented. Many items were not wrapped or protected at all, such as a wooden table lamp which had no wrapping whatsoever and was just shoved haphazardly into a box and is now scratched. This was also the case with a couple of glass vases and numerous other fragile items – it is a total miracle that many of these items weren’t completely destroyed. There were also a number of items in the drawers of my desk that were not wrapped or taken out or dealt with at all. A single, folder piece of paper was shoved into each drawer above the items in those drawers and that was it. This included expensive and fragile camera equipment that wasn’t wrapped or packed into a box or anything of that nature – thank goodness I keep that equipment in well-padded cases and boxes anyway or they would have been destroyed. As it is I haven’t had chance to check all the lenses so who knows but I didn’t insure all of the cameras and lenses so that is my own bad luck.

In one of the drawers of the desk there was a box of drawing pins for a pinboard – this wasn't wrapped or secured in any way either and when I unwrapped the desk I discovered drawing pins all over the place as the box had come open, and the drawing pins were stuck into all sorts of places both inside and outside of the desk and had to be carefully removed and pulled out of the wood of the desk inside, outside, in drawers, under drawers, in other items in the drawers etc. Both myself and the guy from King and Wilson, the shipping partner in Australia, both got stuck a few times with the drawing pins and had a few injuries here and there, so the desk also has blood on it in places.

No bubble wrap or proper protective wrapping of that nature was used at all, with only paper being used to wrap any of those items that were actually wrapped - like an adaptor, because apparently that is very fragile and needs more protection than a glass vase. This is probably why my television was damaged as it was wrapped only in paper with no bubble wrap or protection of that type.

Many items that should have been easy to pack and place securely in a box, such as books and a square toaster, were thrown into boxes at odd angles and without any care whatsoever. Many books were clearly thrown into the boxes at strange angles, partly open, and have had the spines and covers damaged and torn. Books are not hard to pack! They are rectangular, solid and can easily be stacked. Likewise with the toaster that was packed at a random angle in the box, had clearly just been tossed into the box and was crushed as a consequence. My cutlery was thrown into the bottom of a box with no care or wrapping at all, my work suits and jackets, that I asked to be put in a hanging box, were shoved down the side of a box with a laundry rack and have cost me a small fortune to get dry-cleaned and sorted out as they were so creased and graunched! There are numerous items that are dented and damaged such as my microwave, my dyson is badly scratched and there is a dent in my Nutribullet. A Nutribullet is basically solid steel so to put a dent in it takes some determination.

I followed the process to put through an insurance claim on many of the items, but there are items that I have not claimed for as they still seem to work and the aesthetic of the items is not important – this includes my microwave, my dyson, my Nutribullet, the damaged books etc. Also, frankly, I don't need the hassle of
dealing with so many delays and back and forth for even more items so I let it go on those items. The insured value of the items I am claiming for is £4405.

I have moved with my desk and a few other wooden furniture items 4 times and they have been maintained in pristine condition without any damage whatsoever, including an international move, but with this move they have been scratched and dented and chipped on all sides. I have never had such bad service and such a bad experience with any move I have made, and I have moved countries 4 times and moved cities within a country 3 times.

Many of the boxes were only half full, or just filled up with paper while a few small items were put in the bottom, for example 4 books, a couple of DVDs, a yoga mat, a hockey stick and a small empty cardboard box (?!) in a double volume box that could hold three times as much space - so I PAID TO SHIP EMPTY SPACE! A lot of empty space!
I also found about 12 almost finished rolls of packaging tape thrown in the boxes as apparently the packers couldn't be bothered to dispose of them appropriately, as well as an empty coke can, empty chips packets and a number of used straws. I also paid to ship actual trash!

I decided to get insurance to give me peace of mind and in the unlikely event of some kind of problem with the actual shipping. I wasn't expecting the packing to be the reason I needed it!
On Fri 10th November, the day after my shipment had arrived and I had managed to look through most of the packing, I first notified Anglo Pacific that many of the items in my shipment were damaged and I would like to lodge an insurance claim. At the time I said, in my email to Juliette Horsnell:
"I received my shipment from London to Sydney yesterday, 9th November 2017, and I am extremely unhappy and angry.
.. my items have clearly been packed very badly and there are multiple issues and damages to my things. I will be sending you a more comprehensive email with a full list of items that have been damaged and how, pictures of the damages, and with the issues in terms of how badly everything has been packed just generally."

It is now over 4 MONTHS LATER! And it is nearly 7 months after my belongings were collecting and I am having to haggle over the replacement and repair of items that it was the responsibility of Anglo Pacific to pack with care and professionalism. And for which I paid insurance. This is not my fault or my responsibility. It is the responsibility of Anglo Pacific to sort this out and settle my claim appropriately and timeously, which is certainly not the case.

The order of events for making my claim
have been as follows:

Friday 10th November – I informed Juliette Horsnell of the damage, that I am unhappy and that I needed to file an insurance claim.
Sat 11th November – Juliette Horsnell informed the Claims Department that I would like to make a claim and said I could expect a response in 7 working days.
Tues 21st November – 7 working days since the request for forms and nothing received so I emailed again asking for the forms.
Thurs 23rd November – Juliette Horsnell asked the Claims Department to respond to my email and send the form
Thurs 23rd November – Claims forms sent to me (13 days after I notified them of the damage).
Sunday 26th November – Claims forms submitted with full supporting receipts, photographs of damage and packaging and examples of replacement items and their costs.
Weds 6th December – Kellie Fernandez from Claims Departments acknowledged receipt of claim and supporting images. (10 days after I submitted my claim).
Mon 18th December – I sent a follow up email to find out what the progress was and giving a time line of events (no reply was received).
Fri 5th January – I received an email thanking me for my claim form this time from someone called Fiona Goulder. I was informed a preliminary review had been conducted and asked for some information, including a quotation for the repair of the furniture and the mattress from a restorer.
Fri 5th January – I provided answers to those question I could answer and notified Ms Goulder that I had been in touch with a number of repair companies to get quotes.
Thurs 11th January – Ms Goulder thanked me for my response and said she looked forward to receiving the quote.
Weds 31st January – I informed Ms Goulder I had asked for quotes from 3 or 4 companies but was still waiting to receive responses or quotes. I received no response to this email. (I found it incredibly difficult to find companies willing to provide quotes as they weren’t comfortable with quoting on an insurance claim and it took multiple emails and phone calls to find a company willing to do it).
Thurs 8th February – I forwarded an email to Ms Goulder a company agreed to provide a quote but that there would be a $176 quote fee. I asked if this would be covered under the claim. No response was received.
Weds 14th February – I sent an email to Ms Goulder asking if I could proceed with the quote or not.
Thurs 15th February – Ms Goulder responded that I could go ahead with the quote.
Friday 2nd March – I sent Ms Goulder the repair quote and the card statement for the $176 fee.
Friday 9th March – Ms Goulder told me I could receive settlement in one of two ways. Total insured value and surrendering all items as salvage or Cash compensation of 20% of the insured amount if I wish to retain any items.
Friday 9th March – I informed Ms Goulder than I am happy to take the full insured amount for most of the items and will happily surrender them but that a few of the items (desk, bedside table and table lamp) have sentimental value so I am not happy to surrender them and am most unhappy to received 20% of the insured value as it will not even come close to covering the repair cost.
Wednesday 14th March – Ms Goulder informed me that if I wish to keep some items I must “forward an alternative written quotation for the repair of the items. Please note that the restoration cost will need to be less than the insurance values you have provided.”
Wednesday 14th March – I emailed a response to Ms Goulder much like this review. I also said that I have no control over the amount quoted to restore my furniture and I can't make someone give me a quote below the insured value. To even try do so would constitute fraud. I also said had already been in contact with multiple companies, had struggled to get even one quote, that I don't think there are any companies I haven't already been in touch with. No response was received.
Thursday 22nd March – I email the claims and customer service departments a similar but slightly more detailed version of
the email I sent on 14th March, cc'ing Fiona Goulder and Juliette Horsnell.
Friday 23 March - I received a rude, unhelpful and unacceptable response from Fiona Goulder essentailly telling me that I am wrong, I am responsible for the delays and asking for a photograph of the label on the mattress. It also said:
"If you wish to pursue your complaint regarding the packing standard, please contact your move coordinator directly as this does not fall within the remit of your insurance policy". WTF?!?!?
Because the fact that she works for Anglo Pacific dealing with insurance claims means she isn't supposed to help me or take into account the exact reason that I am making the claim!?!?! Or that she is somehow responsible for providing decent customer service and resolving my issues?!?!?!?

Now here I am 7 months after my belongings were collecting haggling over the replacement and repair of items that it was the responsibility of Anglo Pacific to pack with care and professionalism. And for which I paid insurance. This is not my fault or my responsibility. It is the responsibility of Anglo Pacific to sort this out and settle my claim appropriately and timeously, which is certainly not the case right now.

To add insult to injury Baxendale Insurance Company, the insurance underwriters I assume, will deduct an excess of 1% of the total value declared on my proposal form, with a minimum deduction of £50 and a maximum deduction of £200 upon settlement of my claim. So basically £200.

I am beyond fed up, exasperated and, frankly worn out with this whole damn process and I could not be more upset or angry with a company than I am with Anglo Pacfic PLC.

STAY AS FAR AWAY FROM THEM AS POSSIBLE AND DEFINITELY DO NOT USE THEM TO MOVE ANYTHING!!

Service cost: £2744

Run as fast as you can from this removal company. Shocking packing service. Attitude of staff from the get go was unhelpful and obstructive. I have moved internationally more times than I can count and this company is hands down the worst I have ever encountered. They took away our 'fragile' items to crate at another location. No evidence of them having made it in one piece to their warehouse. We were just shown photos of the closed crates. Terrible packing in general. Some items not wrapped at all, just thrown into boxes. Picture frames put in bags, no bubble wrap. No protection for legs of furniture on an international move (even though this is what we paid for). Furniture wrapped with paper. On receipt we had sooooo much broken furniture and glass ware. We even found they had put empty plastic storage boxes of ours into a box - most likely to increase volume. We have many broken antique pieces of furniture. Upon complaining to the management we were quoted terms and conditions because we didn't take their insurance. Very very upset with this terrible service. Shameful service.

Move size: 4 Bedroom Home Service cost: £4580

We moved from Oxford, England to Brisbane, Australia,

My order was pretty simple, we packed it and it was collected on 12th December 2016 from Oxford.

One bike cartoon and a tea cartoon (children's toys and kitchen items).
The person dealing with my baggage enquiries has been Chris MacLean, who initially had been friendly and efficient at getting things done.

We have still not received our shipment, apparently due to a staff error, it had been sitting in a warehouse in London, our shipment is due to arrive in Australia on 18th March 2017, and then it will still take 3 weeks to clear quarantine!
Plus an extra $100 fee which was not mentioned to us before.

This has meant a longer than expected delay in our goods due to an error by Anglo Pacific staff and a failure to reply to any of my emails or phone calls.

Plus we air freighted two other boxes which arrived damaged and items broken, I had taken out insurance, but again, no contact from company

The whole experience has been disappointing, I have tried emailing and calling from Australia to see if any more information or a refund can be processed, but no one replies to me. I have emailed their CEO, Stephen Gray, but again no reply.

Total disappointment, would never recommend them, really is not what you need when moving to the other side of the world!

Service cost: $500

I had Anglo Pacific do my shipping from London to Sydney as I believed them to be a professional and reliable company who I could trust with my personal belongings and to ship my items safely. Part of the reason I decided to use a company like Anglo Pacific is because I know they are very strict in Australia about what can come into the country and have strict requirements with respect to wooden items etc. and I believed a shipping company like AP would be able to help with this.

On the whole my experience with Anglo Pacific has been absolutely shocking from beginning to end, and 7 MONTHS LATER I am still trying to get matters resolved and am dealing with constant delaying tactics and games.

I have now laid a complaint with both the British Association of Removers (BAR) and Trading Standards as I am hoping they can help to resolve this situation.

Two guys came to pack and collect my things in London at the end of August 2017. Neither of them introduced themselves to me, even when I introduced myself to them and I still don't know their names. They were rude and uncommunicative and didn't make any effort to speak to me at all or check with me about anything. It was also clear they had no idea about any special requirements for Australia and really weren't bothered about anything like that. During the process I tried to communicate with them as much as possible, to tell them what I would like done and what I was doing (packing clothes etc. in my bedroom) and what I needed them to do. For the most part I got no response whatsoever and felt totally uncomfortable and frustrated.

Before they left I was given a review form to fill in while one of them stood over me and watched me fill it in. I remember thinking "can't give a bad review as this guy is much bigger than me and they have all my stuff. I can't give them less than 4 for anything but maybe even that might make them angry. Do I need to give them five stars for everything to be safe?" For the question about how well my things were packed I said I couldn't answer until I received my belongings in Australia and he didn't seem pleased. They also helped themselves to my tape measure and a stapler and left numerous items out that I had to ask about and say "please pack that" multiple times, like a couple of external hard drives, a laundry rack, some kitchen items etc.

The volume of my packed things came to 127 cubic feet more than Anglo Pacific quoted for, and 118 cubic feet more than the volume when I had shipped almost the same amount to the UK two years earlier. The only additional items I had to ship from my previous move were a coffee table, TV unit, television and 3 table lamps and maybe 1 or 2 small boxes of other odds and ends. I now know why the difference in volume - I paid to ship loads of empty space and trash (literally).

I received my shipment in Australis on 9th November 2018 in the most shockingly packed and damaged state. My items were packed so badly and unprofessionally I cannot even begin to describe it appropriately. None of the boxes were labelled correctly or reflected correctly on the inventory. All of my furniture is damaged, including a ripped king size mattress, and a coffee table, TV unit, desk and bedside tables that have been scratched, chipped, dented, and in some cases have chunks gouged out of them. My TV is cracked and various other items are scratched and dented. Many items were not wrapped or protected at all, such as a wooden table lamp which had no wrapping whatsoever and was just shoved haphazardly into a box and is now scratched. This was also the case with a couple of glass vases and numerous other fragile items – it is a total miracle that many of these items weren’t completely destroyed. There were also a number of items in the drawers of my desk that were not wrapped or taken out or dealt with at all. A single, folder piece of paper was shoved into each drawer above the items in those drawers and that was it. This included expensive and fragile camera equipment that wasn’t wrapped or packed into a box or anything of that nature – thank goodness I keep that equipment in well-padded cases and boxes anyway or they would have been destroyed. As it is I haven’t had chance to check all the lenses so who knows but I didn’t insure all of the cameras and lenses so that is my own bad luck.

In one of the drawers of the desk there was a box of drawing pins for a pinboard – this wasn't wrapped or secured in any way either and when I unwrapped the desk I discovered drawing pins all over the place as the box had come open, and the drawing pins were stuck into all sorts of places both inside and outside of the desk and had to be carefully removed and pulled out of the wood of the desk inside, outside, in drawers, under drawers, in other items in the drawers etc. Both myself and the guy from King and Wilson, the shipping partner in Australia, both got stuck a few times with the drawing pins and had a few injuries here and there, so the desk also has blood on it in places.

No bubble wrap or proper protective wrapping of that nature was used at all, with only paper being used to wrap any of those items that were actually wrapped - like an adaptor, because apparently that is very fragile and needs more protection than a glass vase. This is probably why my television was damaged as it was wrapped only in paper with no bubble wrap or protection of that type.

Many items that should have been easy to pack and place securely in a box, such as books and a square toaster, were thrown into boxes at odd angles and without any care whatsoever. Many books were clearly thrown into the boxes at strange angles, partly open, and have had the spines and covers damaged and torn. Books are not hard to pack! They are rectangular, solid and can easily be stacked. Likewise with the toaster that was packed at a random angle in the box, had clearly just been tossed into the box and was crushed as a consequence. My cutlery was thrown into the bottom of a box with no care or wrapping at all, my work suits and jackets, that I asked to be put in a hanging box, were shoved down the side of a box with a laundry rack and have cost me a small fortune to get dry-cleaned and sorted out as they were so creased and graunched! There are numerous items that are dented and damaged such as my microwave, my dyson is badly scratched and there is a dent in my Nutribullet. A Nutribullet is basically solid steel so to put a dent in it takes some determination.

I followed the process to put through an insurance claim on many of the items, but there are items that I have not claimed for as they still seem to work and the aesthetic of the items is not important – this includes my microwave, my dyson, my Nutribullet, the damaged books etc. Also, frankly, I don't need the hassle of dealing with so many delays and back and forth for even more items so I let it go on those items. The insured value of the items I am claiming for is £4405.

I have moved with my desk and a few other wooden furniture items 4 times and they have been maintained in pristine condition without any damage whatsoever, including an international move, but with this move they have been scratched and dented and chipped on all sides. I have never had such bad service and such a bad experience with any move I have made, and I have moved countries 4 times and moved cities within a country 3 times.

Many of the boxes were only half full, or just filled up with paper while a few small items were put in the bottom, for example 4 books, a couple of DVDs, a yoga mat, a hockey stick and a small empty cardboard box (?!) in a double volume box that could hold three times as much space - so I PAID TO SHIP EMPTY SPACE! A lot of empty space!
I also found about 12 almost finished rolls of packaging tape thrown in the boxes as apparently the packers couldn't be bothered to dispose of them appropriately, as well as an empty coke can, empty chips packets and a number of used straws. I also paid to ship actual trash!

I decided to get insurance to give me peace of mind and in the unlikely event of some kind of problem with the actual shipping. I wasn't expecting the packing to be the reason I needed it!
On Fri 10th November, the day after my shipment had arrived and I had managed to look through most of the packing, I first notified Anglo Pacific that many of the items in my shipment were damaged and I would like to lodge an insurance claim. At the time I said, in my email to Juliette Horsnell:
"I received my shipment from London to Sydney yesterday, 9th November 2017, and I am extremely unhappy and angry. .. my items have clearly been packed very badly and there are multiple issues and damages to my things. I will be sending you a more comprehensive email with a full list of items that have been damaged and how, pictures of the damages, and with the issues in terms of how badly everything has been packed just generally."

It is now over 4 MONTHS LATER! And it is nearly 7 months after my belongings were collecting and I am having to haggle over the replacement and repair of items that it was the responsibility of Anglo Pacific to pack with care and professionalism. And for which I paid insurance. This is not my fault or my responsibility. It is the responsibility of Anglo Pacific to sort this out and settle my claim appropriately and timeously, which is certainly not the case.

The order of events for making my claim
have been as follows:

Friday 10th November – I informed Juliette Horsnell of the damage, that I am unhappy and that I needed to file an insurance claim.
Sat 11th November – Juliette Horsnell informed the Claims Department that I would like to make a claim and said I could expect a response in 7 working days.
Tues 21st November – 7 working days since the request for forms and nothing received so I emailed again asking for the forms.
Thurs 23rd November – Juliette Horsnell asked the Claims Department to respond to my email and send the form
Thurs 23rd November – Claims forms sent to me (13 days after I notified them of the damage).
Sunday 26th November – Claims forms submitted with full supporting receipts, photographs of damage and packaging and examples of replacement items and their costs.
Weds 6th December – Kellie Fernandez from Claims Departments acknowledged receipt of claim and supporting images. (10 days after I submitted my claim).
Mon 18th December – I sent a follow up email to find out what the progress was and giving a time line of events (no reply was received).
Fri 5th January – I received an email thanking me for my claim form this time from someone called Fiona Goulder. I was informed a preliminary review had been conducted and asked for some information, including a quotation for the repair of the furniture and the mattress from a restorer.
Fri 5th January – I provided answers to those question I could answer and notified Ms Goulder that I had been in touch with a number of repair companies to get quotes.
Thurs 11th January – Ms Goulder thanked me for my response and said she looked forward to receiving the quote.
Weds 31st January – I informed Ms Goulder I had asked for quotes from 3 or 4 companies but was still waiting to receive responses or quotes. I received no response to this email. (I found it incredibly difficult to find companies willing to provide quotes as they weren’t comfortable with quoting on an insurance claim and it took multiple emails and phone calls to find a company willing to do it).
Thurs 8th February – I forwarded an email to Ms Goulder a company agreed to provide a quote but that there would be a $176 quote fee. I asked if this would be covered under the claim. No response was received.
Weds 14th February – I sent an email to Ms Goulder asking if I could proceed with the quote or not.
Thurs 15th February – Ms Goulder responded that I could go ahead with the quote.
Friday 2nd March – I sent Ms Goulder the repair quote and the card statement for the $176 fee.
Friday 9th March – Ms Goulder told me I could receive settlement in one of two ways. Total insured value and surrendering all items as salvage or Cash compensation of 20% of the insured amount if I wish to retain any items.
Friday 9th March – I informed Ms Goulder than I am happy to take the full insured amount for most of the items and will happily surrender them but that a few of the items (desk, bedside table and table lamp) have sentimental value so I am not happy to surrender them and am most unhappy to received 20% of the insured value as it will not even come close to covering the repair cost.
Wednesday 14th March – Ms Goulder informed me that if I wish to keep some items I must “forward an alternative written quotation for the repair of the items. Please note that the restoration cost will need to be less than the insurance values you have provided.”
Wednesday 14th March – I emailed a response to Ms Goulder much like this review. I also said that I have no control over the amount quoted to restore my furniture and I can't make someone give me a quote below the insured value. To even try do so would constitute fraud. I also said had already been in contact with multiple companies, had struggled to get even one quote, that I don't think there are any companies I haven't already been in touch with. No response was received.
Thursday 22nd March – I email the claims and customer service departments a similar but slightly more detailed version of
the email I sent on 14th March, cc'ing Fiona Goulder and Juliette Horsnell.
Friday 23 March - I received a rude, unhelpful and unacceptable response from Fiona Goulder essentailly telling me that I am wrong, I am responsible for the delays and asking for a photograph of the label on the mattress. It also said:
"If you wish to pursue your complaint regarding the packing standard, please contact your move coordinator directly as this does not fall within the remit of your insurance policy". Seriously?!?!?
Because the fact that she works for Anglo Pacific dealing with insurance claims means she isn't supposed to help me or take into account the exact reason that I am making the claim!?!?! Or that she is somehow responsible for providing decent customer service and resolving my issues?!?!?!?

Now here I am 7 months after my belongings were collecting haggling over the replacement and repair of items that it was the responsibility of Anglo Pacific to pack with care and professionalism. And for which I paid insurance. This is not my fault or my responsibility. It is the responsibility of Anglo Pacific to sort this out and settle my claim appropriately and timeously, which is certainly not the case right now.

To add insult to injury Baxendale Insurance Company, the insurance underwriters I assume, will deduct an excess of 1% of the total value declared on my proposal form, with a minimum deduction of £50 and a maximum deduction of £200 upon settlement of my claim. So basically £200.

I am beyond fed up, exasperated and, frankly worn out with this whole process and I could not be more upset or angry with a company than I am with Anglo Pacfic PLC.

STAY AS FAR AWAY FROM THEM AS POSSIBLE AND DEFINITELY DO NOT USE THEM TO MOVE ANYTHING!!

Move size: 1 Bedroom Home Service cost: $2744

1.       They broke our fragile wine glasses by not putting protective packing around each glass.  I attempted to make a claim under their £40 per item, but was sent an insurance claim form.  Because of the excess we wouldn’t be able to claim.  By this stage I’d read the reviews, so knew claiming was next to useless! 2.       After I told them to quote me to the 25 floor, we had to pay extra to have the goods taken a little further than a house front door to the goods lift.  Even though it was easier (no steps and not even a curb) than taking the items up to a first floor which they include for free!  Mind you, a very good friend of mine who had moved a month before us using exactly the same companies wasn’t charge any extra to go up to a 5th floor. 3.       We had to chase them to ship our car from London - which was finally sent about 6 weeks after they said it would be.  They told us not to pack anything in the car, so it could pass through customs quicker.  But when I finally got the car home I opened the hatch back to find 2 boxes belonging to 2 different people - this must've delayed customs.  But we obviously paid to ship our own items which we could have put in our car - whilst Anglo Pacific avoided paying shipping costs on the 2 items which shouldn't have been in our car!  I even found a note in our car stating there were 2 boxes in the boot.  I hope the strangers items we got with the car weren't of sentimental value. I wish we had read reviews before we shipped - very silly us. I really hope they go out of business!

Service cost: £2500

Most disgusting company ever. I've just wanted to make an international shipping with Anglo Pacific to the UAE. AVOID them as far as you can! Before booking the service, we agreed that the boxes would be shipped out with the next boat. It was the most important for me. They kept sending me preformed automated emails instead of relevant ones. Eventually, they missed the next available shipping date. When they were not able to give me another date and I arranged shipping with another company, this time-waster delayed to give me the collection address just to lose even more time although I asked him four times.. In addition they issued me a very nice invoice for the collection from London to London. So they kept half of my money. I have never met such a carp service ever!  .

Service cost: £409

I can hardly express my dismay when I opened the last of my boxes in NYC only to realize that my most valuable items and most of my pricey kitchenware was missing. What makes matters worse is that I did NOT choose AngloPacific. I had hired Schumacher Cargo Logistic from the USA because of their immaculate record and my very satisfactory past experience with them. As it turned out, Schumacher PARTNERED with AngloPacific and I had no say in the matter.  We had 2 pick-ups scheduled for the day: my flat in Central London and my storage unit in Staples Corner near Cricklewood. The guys from AngloPacific arrived late, so they only packed my little flat. They seemed nice and one of the men had me PRE-SIGN loads of blank forms telling me that they were going to collect my property from the storage and then repackage everything at their warehouse. I did NOT see what they did. They work under the cover of their warehouse and the fact that they MUST repackage your items because of their insurance and customs clearance. Thinking they were good people b/c they had been contracted by Schumacher, I went along with it. HUGE MISTAKE.  When I complained to Schumacher here in NY, they refered me to AngloPacific in London. The girl in charge of finding my missing items does not give me updates despite my emails requesting them. How difficult can it be to locate the two crooks on their payroll that laid their hands on my stuff??  Because their guys had me pre-sign the blank pages, I cannot claim compensation through the insurance. I'm fuming because: 1. They got paid to move me. 2. On top of that, they denied me my rights through trickery by having me pre-sign blank documents, and 3. my property in THEIR custody DISAPPEARED. CONCLUSION: they stole from me. No, I am NOT a happy camper. If they don't make a genuine effort to find and return my belongings soon, I will go to the UK consulate in NYC and I will file a police report for stolen property through them. So help me God. .

Service cost: $5000

WORST COMPANY EVER! I REPEAT! DO NOT USE THIS COMPANY! They are a rip off. I paid for a 6-12 week shipping service and it has now been over 15 weeks and my shipping has not arrived. The staff I have been trying to contact are so rude and unhelpful. They do not seem to care that my shipping has not arrived - very annoyed that I didn't read other website reviews on this company, I only read the ones on their website, which I now believe to be completely false. I regret handing over a lot of money to this company for a shipping service that is just false advertising. Very, very disappointed - the staff need training on customer service.

Move size: Partial Move Service cost: £500

Constantly asking for 'feedback', before the job is actually done and often with the service provider/staff you're being asked to review standing right next to you, who then takes the feedback form and reviews it carefully. The insurance they offer is a joke - expensive, takes weeks and multiple emails to claim and when you finally get a 'settlement' the amount taken out for excess and other fees means your're significantly out of pocket for something that is entirely their fault. I sincerely regret using them and will not make the same mistake twice. Avoid!

Move size: 1 Bedroom Home Service cost: $4000

We had previously used Pickfords and had a good experience. We thought Anglo-Pacific would be similar quality, at a 15% cheaper price point based on the quotations. Unfortunately not, for reasons I think is well-reflected below..

The main issue - we asked for delivery in Israel 15 August, they collected our goods in the UK on 7th July with a 2-3 week transit time. We have understood from our correspondence that nobody on their side bothered to book the boat until early/mid August. The result - delivery a month late (compounded by a further 1-week delay as a result of high winds at the port)..

Other secondary issues - a sarcastic guy who collected our goods full of comments about our items that made us uncomfortable; not bringing enough boxes and papers to complete the collection on the intended day; lack of responsiveness to communications (in one case, 13 days); poor or absent labelling of the boxes.

To be fair, when we raised the complaint, we were offered a small amount of compensation. However, this was a fraction of the amount of extra cost we had incurred as a result of the delay, so we refused it unless they upped the amount, which they refused.

On the other side, the local delivery agents on the Israeli side were excellent, and AP were helpful when we needed to retrieve an item that had accidentally been put into shipping.

Move size: 4 Bedroom Home Service cost: $4000

Hi, I sent 5 tea chest from u k to Australia most from our family home such glass wear fine china two clocks that had been my grandfathers and other family air looms, was sent boxes tape and bubble wrap staff were friendly every time I called. When my boxes arrived they looked like they had been dropped from a great height everything was smashed not just chipped smashed like you took a hammer to called Anglo and emailed Anglo this is where the run around started after 4 months they refunded me 40 Pound if anyone wants I can send the horror photos it still upsets me now to look at them. Never use Anglo Pacific!

Service cost: £300

I found using this company to be very mixed - the customer service over the phone when arranging and booking my removal was good, and they were able to arrange a very quick pickup (within 2 working days). My boxes were collected within the timeframe agreed by a courier from TNT and I was left with a receipt with a tracking number until my boxes arrived in Glasgow. So far, so good.

After this things started to go downhill - first off, the tracking details provided didn't match up on the TNT website, meaning that I could not track my boxes. I receive an email from Anglopacific containing my invoice information which was to be paid before the boxes could be shipped to Australia. This invoice was for nearly twice the amount originally agreed; however it was amended after I pointed this out and I received an apology for the mistake. After the boxes had arrived in Glasgow I received a further email from Anglopacific which was meant to advise of the shipping information for the onward journey to Perth, Australia. This email contained an estimated delivery date, and a section for the tracking code and website of the courier company - both of which sections were blank. I emailed immediately asking for tracking information to be provided, and never received a response to this email.

Fast forward to the estimated delivery date and - nothing. No sign of the boxes, and no contact from either Anglopacific or the courier company to advise of the reason for the delay or to provide a new delivery date. Meaning that my day was wasted sitting in the house waiting for the delivery which never came. I emailed the company again, asking for the tracking information which had never been provided, and an explanation for the missed delivery date. No reply. My boxes arrived the next day, but no one from the company has ever responded to the emails I sent.

I understand that in this situation there are many factors which can impact on delivery times etc - none of that bothered me, but the lack of communication and stress caused by having no way to track my possessions as they made their way round the world was unprofessional and, frankly, unnecessary. I would have expected far better customer service than this.

Service cost: £500

I carried out a lot of research prior to choosing Anglo Pacific to ship 25 years of our belongings and vehicles to NZ from the UK - a 40ft and 20ft containters full in the end; a returning kiwi. I uncovered that Ango contract their own packing teams as oppoposed to some others who subcontact the packing to local removal firms. The pre planning with our co-ordinator was a bit haphazard cause they were so busy; but the Anglo Packing team that arrived were superb - very very thorough export packing. Everything was on time and very professionally done. We got some items on arrival at our request but ended up storing everything for nearly a year with NZ Van Lines. We have not long finished receiving everything onto our new house. We had one broken bowl and one broken wine glass and some minor damage to some exceptionally heavy items - exceptional considering all the movements involved.  One tip - New Zealand are very hot on vehichle chassis rust - make sure your car has none, or is repaired before you export! I wanted to write a positive review for Anglo Pacific, because it was very hard to confidently make a choice prior to our move - and overall our exxperience - whilst not all smooth was very good. The key thing is that all our stuff arrived in good condition and on time.

Service cost: £3300

Anglo Pacific has the appearances of a competent international company that has been established for sometime, therefore suggesting that the service provided would be of the highest quality. The initial support provided when arranging time for delivery and the provision of boxes at speed supported this claim.
However, as soon as my posessions were collected the problems started! 
1) Boxes lost – from Birmingham to London
2) Delivery to Spain – took over 1 month when it was stated that it would be 7-10 days
3) Highly expensive items were damaged on delivery
4) Insurance claim – final quote was significantly lower than what should have been paid
5) 6 months to conclude the process6) Extremely unhappy and dissatisfied customer
Would never use this company again or recommend to anyone!

Service cost: £1500

Like the previous poster, Andrew Harris, we recently received a bill for approx $400 to move our items from Napier to Wellington port. The reason being that Wellington port is partly closed post earthquake.
This is despite the fact that we booked our shipment 2 weeks after the quake, and our shipment didn't actually leave for another 7 weeks (9 weeks post quake). At no point did anyone at Anglo Pacific contact us to suggest there may be an issue or further costs. I presume this was to prevent us from making alternative arrangements.
To make matters worse, they never even contacted us about the additional cost, but instead told their chosen transport company that we would foot their bill. At the very least a courtesy email should have been sent to customers but this didn't happen.
I eventually spoke with a manager who while superficially very polite, repeatedly said that they were fulfilling their contract by moving items door to door. When I said that the contract was two parts I.e. A job for a fixed price, he said he disagreed as the earthquakes was outside their control. This is of course true, but their ability to quote appropriately AFTER an earthquake is certainly in their power. He refused to acknowledge that Anglo Pacific had any power in the situation, this is despite the fact that they were aware of issues at the port in November until now.
When I asked what would happen if I refused to pay, he said that I wouldn't want things to get nasty. When I asked for clarification, as I was merely asking a question he became very vague, and started talking about having to distinguish between personal items and freight- he gave no straight answer.
He then changed tactics and appeared very concerned about my having to cover storage costs, as he did not want this to cost me even more.
I feel these statements were veiled threats. He wouldn't say what would happen to our items, the question hung in the air..
He then had the cheek to say how frustrating it is for them to have to defend Anglo Pacific to customers when they make the effort to carefully pack and ship our belongings! I had to remind him that this was what they were paid to do.

As I see it, Anglo Pacific had all the power, but refused to do anything useful for their customers. If fact, it seems they think we should be grateful to them for even partly doing their job.
They accept a contract, take your money and your items, and then try to change the terms to avoid their part of the bargain. They lack the decency and the integrity to communicate around potential issues, and instead appear to feel entitled to apply extra costs. Then, worst of all, they use veiled threats to hold you to ransom.
I have decided to take the matter further via their regulatory body. I will post an update. I refused to be threatened.
My advice- avoid. Perhaps use a smaller company, one which actually cares about its customers.

Note- the menu wouldn't give me the option to say delivery to New Zealand so I've put Australia instead. Shipment was due to Wellington port, then to our home in napier.

Service cost: £4100

I sent 32 items (ca 130 cubic feet) from the UK to Australia.
After receiving the quote I had a few question, which were answered quickly by the sales team in the UK. After confirming my shipment I was allocated a shipment manager, who provided me will all neccessary forms and answered further questions. My items were collected on time, and within 45 minutes (I had packed and things had been in storage for 5 months) everything was logged on their shipping documents and loaded onto their lorry. Communication continued to be excellent, with me receiving a corrected quote (less cubic feet than initially quoted) and a refund of my over paid money. Once the shipment was loaded into a container, I received an email detailing container number, name of the ship, estimated date of arrival and the contacts for the local partner company (King & Wilson) in Sydney. Before the shipment arrived I was contacted by King & Wilson and communication was fantastic (email replies usually within minutes). They took care of customs, delivery was arranged and all things arrived without damage or loss of items. I would definitely use Anglo-Pacific (or King & Wilson for that matter again)!

Shipping time was c. 6 weeks, plus 4 weeks storage in the UK as my things were to go into a shared container and they had to wait for more items to arrive before shipping it to Australia.

Service cost: £1000

While dealing with Anglo Pacific we encountered a lot of miss information and later on (and more frustrating) Anglo Pacific were not willing to take responsibility for there employees mistakes. We ended up cancelling there service although already paid 50 pounds as a deposit. We might have been unlucky and had to deal with a new or an incompetent worker, that could happen everywhere, but in that case the costumer shouldn't pay the price for the workers mistakes. The least that I would expect in this situation is that Anglo Pacific would apologise for their mistakes and return the deposit money. We have obviously did not receive a reply of that sort nor did we receive our deposit money back. If you decide to use Anglo Pacific services make sure you record any conversation over the phone and save all communications with them, and be ware for dubious work ethics.

Service cost: £50