Pickfords

Booked Pickfords as I had done several times before in the last three years for a move within London. It was hair raising. They sent a team of inexperienced non-English speakers , got the quantity (site of vehicle) and length of time needed completely wrong and after a harrowing experience that included me collecting a whole car full of stuff they had left behind and spending two nights in a hotel due to the delay they now refuse to pay for the damage to items. Turns out their new insurance arrangements disadvantage the customer to the extent that customer is practically uninsured. Their staff duly took photos and made a note on the delivery note as in previous moves where damages were duly handled but nothing happens now. Turns out customer has to handle everything with a third party that had not been disclosed to me before the actual move or in the course of the contracting process. Customer has to prove ownership, value, causation etc when it is of course Pickfords who are liable for damage. Thankfully my damage was not big. But a grand big warning here!! Also, they damage lampshades every time, all of them. Don't give them any lampshades to carry. Also strangely the non-English speaking crew suddenly refused to transport any candles (not they knew the word for candle) so chaos left right and centre. Avoid!!

Service cost: £1603

My move was actually to Singapore - the move experience end-to-end was awfull. They delayed my delivery because they did not get the last GBP30 after I had paid them more than GBP1000! (and this despite the fact that I had emailed them I was paying it - and that payment failed at my bank's end). The had damaged a number of goods at my end - TV, child cot, artifcats etc. and all I got was compensation for the child cot - I had to dispose of the matteress on my own cost. DO NOT HIRE THEM.

Service cost: £1300

Pickfords could not be more helpful when costing for job, after furniture delivered from storage items damaged 1 beyond repair, £900 wardrobe ruined no payout as still usable. Move from temp accommodation in Yeovil to Taunton priced at £1,300 local firm cost £300. Stored items had pine needles in boxes, no explanation!. It took 3 months to sort out compensation for damaged items and another month to actually pay out. The co. policy seems to be to use delaying tactics until you either settle for their offer or give up. If this were last removals co. in world I would buy a wheelbarrow and move myself. Never ever contemplate using this co. avoid at all costs.

Service cost: £2200

I couldn't rate the service from Pickford's higher. From the initial survey through to the team who packed and moved me everyone was professional, friendly and helpful way beyond the call of duty.
I didn't use Pickford's insurance because my contents insurance covered items in transit, in consequence the cost was considerably lower than any other of the other five quotations I had.
Everything was immaculately packed with reams of paper protecting anything even remotely fragile or sharp.
It was not an easy job, with innumerable stairs at the pick up, a neighbour boxing the van in and refusing to move, double yellow lines at the other end and a two hour hold up while my seller was still moving out. But the crew remained amiable, got on with the job and made the day I had been dreading into a pleasurable experience.

Service cost: £1320

16 weeks ago, on 24th of July 2014 our belongings were taken from our house in Esher to be delivered to Bahrain. For that we contracted Allied Pickfords and paid for their services in advance & in full. The contract we signed was for a sea freight shared container delivered after 7-9 weeks. 16 weeks was surely not mentioned anywhere, even in the smallest print and neither was the way we were treated by all of the UK employees that crossed our path while trying to find out the whereabouts of our belongings. We used South west branch & our coordinator was Ms Tina Matthews. Her correspondence was very good up to the point when the money was taken out of our account & belongings colected. After that it became very sketchy until it finaly turned into our emails either being completely ignored or replied with: "Leave it with me, I will get back to you", followed by complete silence until our next email. To clarify things even more I must say that we did not push or ask for constant attention, the first email we ever sent asking about the progress of our shipment was 10 weeks after it has been colected. We gave them space & time, thought even 3 months is acceptable, but then had enough of being constantly humiliated and disgusted with absence of response to our queries. 12 weeks into the waiting we were given a date, 27th of October for arrival in Bahrain. Bahraini coordinator got in touch, we organised all of the customs paperwork & hoped for the best. After that date pased we contacted the Bahraini office just to be made aware that our belongings never arrived to bahrain on the date stated or any other. Our tacking number and password were not working from the start and when asked Ms Matthews  about it guess what happened: we were ignored yet again! So at this point we had no means of knowing who was to blame: UK or Bahrain office. When we contacted them both Ms Matthew replied that she will check & get back to us. And that was the last we've heard from her or anyone else at the southwest branch. So understandably by this point we had enough of this sharade & decided to write directly to the CEO of Pickfords Mr Russell Start as yet again Ms Matthews failed to provide us with complaints department contact details after we've writen & asked for it. The CEO replied (a huge surprise there!) and passed our complaint onto a relevant area manager and the UK network director to investigate & revert. He wrote that they will be back in touch very soon and here we are, waiting, still..

Service cost: £820

Been waiting for 9 months for these people to deal with an insurance claim on our move from the UK to the USA.  Celeste Puttock from the Reading office says " I am revering the matter to my manager" and that is all, never come up with a solution. Sadly have a good name but that does not reflect in my experience. The claim is really simple but they now don't even return emails. I have used a man and a van service before and that worked well but as this was an international move went with an established name, proved to be a waste of time.

Service cost: £6000

Horrible service. The director, managers and staff provided the worst service. No one knew where my boxes were. The tracking number did not even work. They did not know airlines. They did not follow up or get back to me unless I made numerous long distance calls. One staff member told me to seek compensation and now the company is going back on their word and not providing any compensation. Boxes were 8 days late. Paying so much for service you expect it to be done right and with help from the provider. This service is not worth even 10 pounds.

Service cost: £751

With disappointment I write this review. NEVER use Pickfords as a moving company - unless you want your items stolen.

I recently moved from London to Singapore. The shipment took just over 3 months as I purchased part of a container (a full container was too large).

When my shipment arrived to my new house in Singapore, to my disappointment and frustration two electronic items were stolen and I don't know what else may have been taken.

I want to make myself clear, it's not the monetary value which I am most frustrated by, it's the fact that I fully trusted Pickfords and they have stolen from me. What gives them the right to take something that is not theirs?

A customer would expect non damage or loss to their goods incurred by Pickfords personnel - this was not the case and hence I urge nobody to use Pickfords as a moving service, save yourself the money and hassle.

What I ask Pickfords is:

- How can you employ staff that are untrustworthy and willing to steal from your customers?
- How can you then not make it right out of goodwill by compensating those customers for their loss?
- What steps are you taking to minimise damage and loss by your own staff?

Whatever the case, I fully agree with the other poor reviews on this site - DO NOT USE PICKFORDS UNDER ANY CIRCUMSTANCES.

The company is dishonest, does not hire trustworthy employees and furthermore does not take responsibility to compensate for the loss of its customers. There is no duty of care or goodwill.

Expect Pickfords to take your money for the move, damage or steal y our goods, and then wash their hands of any complaints.

You're better off moving your goods on your own using a zip van or a friend's car, or in my case paying the airline for extra baggage.

Service cost: £1000

Where to start? Three unexpected and "inexplicable" delays meant our air freight items arrived four weeks late (so a two month wait in all, up from a 2 week aim and a 28 day guarantee) .. And then only half of them arrived. The rest of had been lost, bringing another two week wait. No communication throughout so I had to keep chasing when one, then two, then three days passed without a delivery or any update on where our items were. Eventually got a response by emailing our order manager and the UK Managing Director. Two weeks since the last of our items arrived (did I mention they were scratched?) and I'm still waiting for Pickfords' accounts department to put through our refund.

Heroically bad. Do yourself a favour by avoiding them and the rest of us a service by putting them out of business.

Service cost: £1500

This company are a bunch of crooks!!

They were the most expensive but I thought the best. The gave me a quote which I eventually accepted and paid in full. On the day of the move their packaging team phoned head office to advise that the intended shipment was going to be bigger than quoted. Head Office authorised the shipment to go ahead. To my horror two weeks before the ship docked they contacted me to say as the shipment was bigger than expected I owed them more money and sent me an invoice. At this point the arguments started.

They then held my goods to ransom and put a hold on my goods at their destination. I eventually had no option but to give in and pay this company more money to get my possessions.

They are a bunch of thieves. STEER CLEAR! If I could give them a negative star rating it would be -5.

Service cost: £800

Mixed bag. Uplift from London was efficient and chaps were friendly. I was told they would 'crate' one large and precious painting, but found out later it had merely been wrapped in usual wrap, resulting in damage to frame. Our belongings were in storage for over a year and when they were delivered to Edinburgh there were signs of having been stored in damp conditions. Driver from London was a misery and complained about having to drive up in pouring rain and left most of the work to others (local lads were fantastic and never stopped). Several boxes were soaked through but he didn't tell me at the time. The wet boxes had been concealed in dry boxes. Beware the fact that you only have a certain length of time to report damage - not easy with large numbers of boxes. We're still finding damage. Would not use them again.

Service cost: £7000

I was advised that I didn't need to pack items in drawers because they will be covered by sheet of paper/cloth by crews on the day of move and I thought that was really helpful with reducing the amount of my packing. However, after the move finished, we started noticing small items were missing from some drawers such as miniature telescope or confectioneries. Although they are not high value items (of course we packed all high value items separately and carried by ourselves), it doesn't mean that they can be nicked by the such big removal company's "well trained" crews. It was very sad day for us to have realised that someone we trusted behaved in such manner. The customer service is totally heartless, I informed them about this but they were not really interested in our report.
It's not about the value of the items, it is about the principle. Any removal company crews shouldn't interfere clients personal belongings. Don't trust their crews.

Service cost: £1600

Honestly I could write an entire novel about my nightmare with Pickfords but I'll try to keep it brief. We moved from UK to Canada in early 2019 and, as the title suggests, they misrouted our container to Africa instead of Canada. A five week shipment took over 3 months to arrive - I was 5 months pregnant when we loaded our stuff and it arrived when I was 9 months along - a week before the baby was born (I was actually on bedrest at that time so we had to hire people to unpack for us.) This wasn't pickfords fault apparently (they claim the shipping co, Maersk, loaded the wrong container) but pickfords was our only point of contact during this and I felt their customer service was horrible throughout. In fact, they refused to acknowledge that the container had even been misrouted, even after Maersk told me it had. Their negligence caused us a huge amount of a huge amount of financial, mental and emotional stress. Here's an overview of our experience: 

Negatives:

- Hidden fees (eg insurance, parkings) that we weren't made aware of until after we'd paid for the move. For example, the insurance ended up costing twice as much as the "3%" they tell you in the beginning due to fine print clauses that they don't point out until later. 
- They promised things when quoting that they didn't deliver - eg council parking permit (I had to walk up and down my street asking neighbours to move their cars.)
- Packing and unpacking were not careful or as thorough as promised.
-Poor communication / not answering questions / vague or confusing answers when they did. 
- They wouldn't track our shipment for us - I had to do it myself with shipping company. Found out from them that our container was in morocco but pickfords dismissed me and told me I was wrong and ignored my concerns for two weeks.
-delivered wrong container to us, costing us and the delivery company a lot of money (we had to start our lease on our house early to accommodate this and also take days off work to recieve and clear this container.)
- They told us it'd be no problem to get compensation for our delay, but when it came down to it they told us they required extensive paperwork to "prove" that we were put out by the delay (this was never mentioned before and by the time we were asked, we were unable to provide some things they requested so lost out on compensation.)
- Insurance claims were a pain - we had a few minor things and they pushed back on everything and used 'fine print' to stiff us for relatively small amounts. 


Postives:
-They were usually quick to respond to emails/calls (even though their answers were often vague and unhelpful as I've mentioned.)
- They eventually did pay some compensation and for some rental furniture for our home while we waited for our container. However, this was something I had to push for (after everything they should've offered it up as an option in the beginning.)
- The movers on both ends were very friendly and helpful, and the shipping company in Canada was really wonderful to deal with when our shipment went wrong. 

All in all, their customer service is not only lacking, but in our case, dangerously negligent. I had to push them to help us at every point along the way; there was no point in which I felt like they were genuinely trying to proactively help me. I'm sure in 95% of their shipments, nothing goes wrong and they are fine, but in the cases like ours where things do go wrong, be prepared to fight tooth and nail to get them to take you seriously and provide any kind of assistance.

Service cost: £5600

I have made 11 international moves, and six long-distance in-country moves. I have dealt with companies in Europe, in Africa, in India, and in the United States. My experience with Pickford's was without any question the worst ever.

Administratively it was a nightmare to deal with this company. Promised shipping dates were not respected. Packing dates were changed. There was no coordination whatever between different departments, who regularly gave conflicting information. I was told with 24 hours notice that the insurance for which I had paid Pickfords would not be available, on the putative grounds that my shipment contained too many high value items.

One anecdote will give the flavour of doing business with Pickfords. After many delays the goods were packed and on their way, and Pickfords sent me a written notice that my goods had safely been loaded on the ship. I heaved a great sigh of relief, and went to a ship tracking app to track the progress of the ship. To my astonishment I found they had selected a ship that was bound for European ports and would not begin to cross the Atlantic for two weeks (so much for the delivery date promises). But more jawdropping was the fact that on theday Pickfords sent me the loading confirmation THE SHIP WAS STILL AT SEA AND HAD NOT EVEN ARRIVED IN THE UK. I couldn't believe it. Obviously the goods had not been loaded, if the ship had not arrived. When I called Pickford's to inquire just how they had loaded my container on a ship which was not in port, they had no explanation, much less an apology, for what had every appearance of a downright lie.

It was hard to determine whether I was dealing with incompetence or indifference. Of course the one does not preclude the other.

In fairness, I have no complaint with the technical work of the packers. They were experienced and competent and while there was breakage, it was within reasonable limits for a full container shipment.

Under no circumstances would I consider doing business with this firm again, nor would I recommend it to anyone.

Service cost: £15000

In October of 2016 my wife and I purchased a property in Tenerife with a view to retiring there in October 2017. We engaged Pickfords to deliver 6 (tea chest size) boxes of personal items to be delivered while we were there the last week in January. They took the consignment (and the money ) at the beginning of November. The 2nd week of our stay we spent around the apartment waiting for the telephone to ring to tell us when the delivery was to be made. We sent a few emails to confirm delivery was on schedule and were assured everything was going as planned but could not be advised of the delivery date. On the morning of Friday 3rd February we were assured over the phone that delivery was scheduled for that day and were told they would ring back with an a.m or p.m slot. At 2 p.m my wife rang to enquire where the delivery was, to be told the boxes were held up in customs! .
"Since when "
"Since they arrived in the country last Monday"
" Why didn't you ring to tell us?"
" The contact numbers (we gave them 3) were not local so the agent wouldn't ring them"
On the morning of our flight out to Tenerife we emailed Pickfords baggage adviser to tell him the mobile number we could be contacted on whilst abroad. He replied and said he would update the details. Did he confirm with the local agent? I don't think so.
My wife then discovered that the delay was caused by the lack of a passport number on the documentation. That would be my fault and I will hold my hands up to that ,but until I read the small print I wasn't aware that it would be needed . At no point after submission was I made aware of this . I can only assume that the documentation is NOT checked as a matter of course. I had emailed Pickfords with our NEI numbers as soon as we arrived and obtained them, so why did he not tell us then.
Anyway we were one working day (Monday) from flying home. The adviser then inferred to my wife that he had suggested all along that we should have a plan B in readiness. Never had this been suggested to me although he stated to my wife that it was mentioned numerous times .I think I would have remembered that !
"A plan B like what?"
"Another delivery address or someone to let in the delivery"
"We have just moved in and don't know anybody , how could we possibly go door knocking and ask someone to accept a delivery and hold for 4 months."
Why would we need plan B if as is stated on their website , Pickfords are "reliable". If they had suggested I needed a plan B I would have taken my business elsewhere.
As luck would have it we met our new next door neighbor , a very nice gentleman who offered to look after our key and let in the delivery. We informed TNT of his number, which they acknowledged.
What did we have to lose.?
Both Pickfords and TNT after having their ears assaulted verbally both promised to do their best to try to get the delivery made on the Monday.
Tuesday came around and we flew back to the UK. When we got home there was an email from TNT customer services saying that our NEI number was required before the consignment could be released - Yes you remember the number we emailed to the Pickfords baggage adviser the previous week.
Wednesday late p.m TNT emailed to say they would confirm delivery via email and contact the neighbor on the number supplied.
So here we are Monday 13th February ,boxes should have arrived w/c 24 January. No sign of the boxes, no communication from either company since last Wednesday despite the fact that I emailed them both this morning.
Needless to say when we move over there with our housefull of belongings, Pickfords will not be in the starting line-up.

Service cost: £414

Please read and take notice of mine and other reviews. This company were dreadful. At least £5000 worth of damage to our furniture. Our job was a packing and removal, packing service didn't happen as they came without the proper tools, we ended up doing it ourselves. Furniture went into storage and when it was delivered two weeks later there were an unbelievable amount of damages. Sofa's, garden furniture, tv's, etc etc. Even the guys unloading couldn't believe the way it had been stacked and one was injured as all the furniture fell on him due to the poor stacking. Now over 3 months later and still fighting to claim on the insurance I took out with them, I cannot even get calls returned. Avoid this company, they should not be in business.

Service cost: £5000

Where do I begin? Our experience with Pickford's has been absolutely horrendous. We were misquoted the correct container size from the initial assessment. The removal guys arrived and by 9 PM that evening they realized they wouldn't fit everything in. The office was shut so we couldn't contact anyone to discuss our problem. The removal guys took the remaining 30 boxes in their other van back to the depo. The following morning we were told it was going to cost us an extra $2000 to ship the extra 30 boxes. We had no choice but to agree. On arrival in the UK. The original 20 ft crate arrived with a number of damaged items. But it took a further 3 months for the 30 boxes to arrive. On arrival we realized that 5 boxes were missing. The total damages and lost items came to approximately 2500 pounds. Our original point of reference was James Sanderson who was so slow. He eventually sent off our claim 5 months after we had arrived back in the UK. Weeks went past we heard nothing. I couldn't even contact him via telephone. Eventually we were informed he had left the company. We then had to start our claim again with another employee.. who then left 3 weeks later!! We are now with our 3rd customer service individual who has now informed us that our insurance doesn't cover the items that Pickford's lost.!! I am at a loss for words.. I pointed out that we employed Pickford's to move our belongings, if they are lost by their employees, or at their depot, that is their responsibility regardless of insurance. I think under normal circumstances it would be called theft!! We have had no apology whatsoever, and are now entering the 6 month mark without any form of resolution. We are constantly having to chase Pickford's to find out what is hppening. But sadly we just go round and round in circles. This is not how to operate a business Pickford's. What would have been nice, is if someone contacted us with an apology and a refund for the items that Pickford's lost and damaged. I don't think I have had a worse experience with any other company.

Service cost: £9000

Buyer beware - Pickfords sub-contract removals from South of France/Monaco (yes, it is in the small print but don't think that because you are paying top money you are getting brand leading service - you're not!). Shambolic communications/service through third party with Pickfords acting as commissioning intermediary. We were also hit with an additional bill in the few days prior to the move. Pictures unwrapped and frames chipped, glass broken. Effectively you are paying premium prices for a below second rate service - definitely try elsewhere! Perhaps they are paying more attention to sponsoring their Pickfords powerboating fun than to providing a decent service to customers?

Service cost: £1700