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

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

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

This company is not suitable to arrange and organise a move. Legend has forgotten to pack a lot of belongings and some things I still cannot find, I wonder where they are. They left bathroom furniture, and even a painting on the wall behind. They forgot to fill holes in the walls (which was agreed). I walked 4 people in total from this company through the flat and explained in great detail what needed to be packed, what needed to stay and what needed to be done (e.g. fill holes). It seems a mystery to me how they managed to get it so wrong.
As this was an international move, everything that was left behind is now gone.
My sculptures were wrapped in my bath towels instead of proper bubble wrap. Very lucky that they all came out in one piece. My dining table has been damaged with deep scratches.
In the correspondence before hand I indicated that a 6 hour estimate to off load and unpack was unrealistic. It turned out I was right, it took them about 13 hours and I actually had to help them unpack to be able to finish.
They also did not organise the parking permit and told me to manage that myself. This is very odd as all moving companies I have worked with managed that themselves.
This was my third international move and have never seen such unprofessional company. Moving is stressful and Legend just made it so much harder.

Service cost: £5000

Appalling service from this company. They sub-contracted the job to two other companies without informing me in advance. On the day of the move they were supposed to arrive between 8:30 and 9:00 am. Instead they came at 1:30 pm.. My things were handled like potato sacks. Next day when they delivered my stuff, they rushed to get things done quickly as they had another job book in the afternoon Basically they dumped my things randomly in the house, with many boxes ending up in the wrong rooms. I also had to professionally clean my leather sofas as they were incredibly "sticky" after being in the dirty vans. Most of the removal men did not speak any English, which made it difficult to communicate with them. Avoid this company at all costs -- I suspect that all their positive reviews are not genuine (written by friends and family, or people who received an "incentive" to write something positive).

Service cost: £1750

What an amazing service !! This was the first time we ever had to use a moving company to help us with our move from UK to Germany and I really can not find enough words to express how happy we are with the service Legend Removals had provided ! Look no further if you are looking for hassle free removal service on point !!

At first we were a little hesitant with the original quotation, as it seemed really low, but their service is worth every single penny ! Every person we dealt with over the phone, by email and in person has been extremely professional, polite and helpful. The timings and deadlines on collection and delivery were met and they have fulfilled every single promise and point of their original quotation.

The service was 10 out of 10 for us ! Thank you Legend Removals for making this move so easy for us !

Service cost: £900

Moved from London to Paris over the summer. Whilst the initial quote was competitive c£2,100, the week before the move the collection date changed (thanks Ilya!). They suggested they sent an extra 2 men to help on the day and do the move door to door (rather than over 3 days).

On moving day, only 2 men turned up 2 hours late. The extra two dropped by 4 hours late.. so they didn't finish by lunchtime. The 24 cubic meter van was filled up to the 20 cubic meter paid for at around 6pm on sunday. With some items left : ) of course. I am then told any extra cubic meter will come at a price of £125.. as per the contract. Held to you to ransom.. they had to leave.
Best was the spivy call I got from the office on monday late morning.

[Michael de Souza..] "if you don't pay for the extra 4 cubic meter (i.e. £600 or so), the team won't deliver!". How Gracious.. I laughed our rather loud. Michael's speaks the best english out of them all and thinks he is a good salesman. But fact is he has the easiest job behind his desk making people caugh-up money while he holds up their belongings.. Also he is not that good at his job, after listening to a flow of poor arguments, I did manage to negotiate the ransom down to £400 instead of £600 to get all my life belonging back..

Best was upon delivery boxes. Half empty boxes, poorly wrapped in the rush. A van badly filled with nothing dismounted, no efficient use of drawers etc.. but the ransom had been paid.

I thought hard about whether I tip the guys who work so hard for so little but that extra money had just been syphoned away by their employer and I had no regret not doing so when I saw all these half empty boxes.. One would hope they have a arrangement between them all to split the ransom fairly but fair is not quite the house style.

Service cost: £2500

Thank you Legends Removals, you made a very nervous and stressed girl feel really relaxed and good about moving to another country. I moved 5 boxes and a mattress topper from London - Amsterdam for less than 300 pounds! The movers came to my flat in London, loaded all my belongings into boxed (I had pre packed but it took c15 minutes) and they were off. I was nervous as the price was so good but less than a week later my belongings arrived at my apartment in Amsterdam! The removal men even carried them up to the 4th floor for me and didn't complain once. Thank you so much.

Service cost: £285

We used Legend Removals to move from London, UK to Pordenone, Italy. We were very happy with the service until we received our items. It wasn't a big removal, a few boxes and other small items for our baby girl, but they managed to lose one of the boxes. What did bother us though, isn't just the things that we've lost, though they were of some sentimental value for us. But what bothered us the most is that they seemed not to care at all about it. I phoned the first time and talked to some guy who told me not to worry as he would personally take care of the issue. After almost 3 weeks without hearing anything back from them, I called again and Ilya answered this time. He told me that the guy I had talked to was not working with them anymore and assured me he would now take care of it. A few days later he sent me an email telling me that it seemed very unlikely that someone went lost and that the only explanation would have been that our box was delivered to someone else by mistake but he thought even that was very unlikely. I replied to him that I don't know how it could have happened but the thing is that we missed a box and asked him to do anything he could to find it. No answer whatsoever. Two weeks later I called again, spoke to yet another guy who told me he would check and let me know. More than a week has passed now and didn't hear a thing. Needless to say that we're very disappointed with all of this and I would never ever recommend Legend Removal to anyone even to my worst enemy. As I told Ilya by email we were not really after any refund or anything like this, all we wanted is to be treated seriously and to know that they were doing all they could to find our items!

Service cost: £1181

I can’t recommend this company.
We hired them to move from Munich to Oxford in January.
They delivered everything but lost one box and one trolley case with really important documents which now we can’t replace and have problems every day with it.

Communication after was really poor and helpless, “we will call you later”, “we try to find”, “call us back tomorrow”.

At the end after three weeks they wrote that they can’t find it and suggest to fill in the claim form.

Thanks guys.

Service cost: £800

I used them in June 2018. On top of being late for picking up my household goods, sending one guy from the UK to Germany, ONE GUY, when I clearly needed 2, they were late dropping everything off in the UK> They also sent one guy and my best friend and myself ended up downloading the truck. To end everything, they stole a tea set that belonged to my great great grandparents brought from Japan. When I contacted the owner of the company he had the guts to offer me 40Pounds for it, which I refused as I was deeply sad and mortified by the whole experience. I would not recommend them. I was never contacted for my tea set. I am still waiting for them to find it and send it.

Service cost: £1200

This company has caused many violations to my delivery. I am reporting them to trading standards. I have a strong case to which we can gain financial compensation. Please contact me so we can gain further evidence to collate against them, and you can also get financial compensation. Email me at hitherbutler@gmail.com. Trading standards is aiming to get this company shut down so your

Claims are needed as soon as possible.

I look forward to hearing from you.

Move size: 4 Bedroom Home Service cost: £6300

Great experience overall:

Needed to move my belongings internationally (UK to France).

I was in touch first with the Sales Team, who recommended the right plan according to my needs, with great transparency.

The collection date of my items was as communicated, with a smooth and quick pick-up process.

Great communication through the delivery process with regular updates from the Ops teams on the movement of my furniture.

No hassle either on arrival: my items arrived on the dates communicated and in the same condition as in London.

I would definitely recommend, thanks again Legend Removals.

Move size: Studio Service cost: £800

Very unhappy with the service.

- The Delivery from UK to France took longer than expected. - They were unable to provide me with a delivery date in advance for me to book a parking space.

- They didn't wrap any of the furniture so most of it arrived damaged.

- It was impossible to get someone on the phone after I had paid the quote to solve all the issues.

- I was told the day before the delivery that I needed to find someone to help the driver carry the heavy items because there was only one person for EU deliveries which wasn't specified when I booked the service over the phone.

- After receiving my damaged items, I raised a claim since I took the insurance and it's been 10 days and I still haven't heard back and no one is picking up the phone.

Move size: 1 Bedroom Home Service cost: £3178

I chose Legend removals, because of their price offer. I have no regrets; the pick-up was on time in Switzerland and professionally handled. The delivery was made 3 days later in Hampshire in perfect order. The price was 3'500 cheaper than anything I could find in Switzerland. The communication was by email and WhatsApp, I Would have preferred by phone, but did not manage to get through. However, I would recommend them for their price/quality. I would use them again if needed for sure.

Move size: Partial Move Service cost: £2500

Beyond awful.

5* for the seller, however not one thing they said is correct. They don't turn up when they say. Over 3/4 of my goods were broken, scratched dropped. New bedding came out of a box was filthy and covered in chewing gum. Antique furniture had chips, completely broken or legs missing. Arrived upwrapped just put in the back of 3.5 truck that barely looked road worthy. Having said it was coming in a 44 ton truck - really. They clearly use basic labourers. Left UK protected and arrived with none. Arrived in this one tiny van they had to do 5 trips from some warehouse? Failed to talk to anyone who could problem solve. They have caused tens of thousands pounds worth of damage and don't care. They were not cheap. I paid £7000.00 to ship a 3 bedroom cottage from Hampshire to Spain. Then billed me saying they needed an additional 10,000 euros, so paid it just to get my furniture. Having given them all the paperwork they said they needed, despite them keep on asking me for additional things, then 20 minutes later said £10,000. their mistake Very unprofessional, just beyond awful and so distressing.Don't be fooled. I also do not believe any positive review as with this company it is just not possible. It couldn't not have been worse in every aspect. Beyond terrible. Any other company or individual could do better even if it was their first time.

Move size: 3 Bedroom Home Service cost: £17000

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