PSS International Removals

PSS house visit and quote was one of the factors we decided to go with them. Read on line reviews, weighed up the good against the bad and after comparing other quotes went ahead with them. Confirming that the dates for the packers was fine as it was just before the New Year and we were told it was not a problem we went ahead with everything, from giving notice on the house, utilities, council tax, etc.

This is where all customer service dropped, first problem; after payment all communication just faded in oblivion. Our move manager was the poorest in letting us know any detail, only when I emailed to ask would I receive an update. A problem arose with an item that was packed that should not have and I was assured that the boxes I suspected it was in had been checked only to find when I checked it on delivery it was right there. Emails back and forth and the responses I got was of the poorest customer service possible. I now have to courier it back at my own expense!! as no solution was offered!!

Would I refer them to anyone.

YES based on price and affordability.

NO based on poor customer service.

MAYBE if you could choose the move manager!!

Move size: 3 Bedroom Home Service cost: £3000

We moved our household from London, UK to California, US. The packers were quite fast and good. We were kept informed about the shipment progress via email and when goods first arrived in California and then nearer to our destination.

However, there was disappointment during unpacking. Quite a few items were broken. Furniture and other household items. We took pictures and sent to PSS Removals. The process was not easy in filling out paperwork, taking pictures and providing proof of purchase price. Luckily there was no missing or lost boxes or furniture items. The moving crew did take away most of the packing material with them which was good. They assembled some furniture as well.

There was also price creep compared to the first estimate. Many more cost items were added and we ended up paying almost double of the initial estimate. Huge problem and then we got less than half of the claims made for broken items.

Service cost: £5500

It all started on 26th of July. I was happy and excited, getting ready to move to a new country and a new job. A start-over full of good things waiting to happen. And, so far, the dream has been a nightmare. After more than a month searching for a good international removal company, I picked PSS International Removals. Their website stated they were the best and also a family company. I paid for a full door to door removal, a full packing service and for a storage period as well, which, according to them, would be the safest option. When arranging the collection at my old place, the communication was already terrible - and it only got worse and worse.. When I finally arrived my new country and had my new flat, I contacted them to deliver my removal. Without even a professional evaluation, they said the truck wouldn’t be able to enter in my street and I would have to pay more to get another truck. More than a week of stressful call attempts and emails, when they finally answered and came, the original truck fitted perfectly, no problems. My furniture and boxes started to be unloaded - such a good feeling that, after 2,5 months, I’d have a house again. But the situation got worse: one of my boxes hadn’t arrived, the glass top of my table either, all the fittings for my bed were lost (the bed couldn’t be assembled) and the grand finale: my TV has been broken as well. Next Wednesday, it will complete one month that I’ve been sleeping on the floor (their costumer service person told me to put my mattress on the floor - my orthopedic mattress, as I have a back problem). My box with all my electronic gadgets is missing, my table glass top too - and damage TV. I paid for an insurance of up to 5K and last week I received an answer, saying that they were not responsible for most of the items, that PSS Internacional Removals didn’t pack that box (PSS employees themselves decided not to put that small box inside the proper packing boxes, after seem the contents of my electronics). They also said they would need in writing that the TV can not be fixed, that the PSS International Removals will provide the bed fittings (already a month has passed and nothing), and, for the glasses, they would offer a lower price one back.But the situation got worse: one of my boxes hadn’t arrived, the glass top of my table either, all the fittings for my bed were lost (the bed couldn’t be assembled) and the grand finale: my TV has been broken as well. Next Wednesday, it will complete one month that I’ve been sleeping on the floor (their costumer service person told me to put my mattress on the floor - my orthopedic mattress, as I have a back problem). My box with all my electronic gadgets is missing, my table glass top too - and damage TV. I paid for an insurance of up to 5K and last week I received an answer, saying that they were not responsible for most of the items, that PSS Internacional Removals didn’t pack that box (PSS employees themselves decided not to put that small box inside the proper packing boxes, after seem the contents of my electronics). They also said they would need in writing that the TV can not be fixed, that the PSS International Removals will provide the bed fittings (already a month has passed and nothing), and, for the glasses, they would offer a lower price one back. On top of that, Removal Claim Services wants to give me only £165 for all my losses, whereas I have only now been told to pay a handling fee of £100 that is not written anywhere in the contract. Sorry for the long text, but I have been fooled around by this company and I can’t wait to have a normal life again. As a company that claims to be the best, this type of service is far away to be even acceptable.

Service cost: £1800

We recently received our shipment into Melbourne from PSS International Removals and I have to say I was very impressed with their service as well as the service of their partnering company Palmers Relocations in Melbourne.

The move at pickup went really smoothly with the team both friendly but also working tirelessly throughout the two days they were there. I think no matter who you are, it is a bit stressful because your whole life in theory is inside a metal box.

Our goods arrived around 8 weeks later and were cleared by Australian Customs and upon delivery everything was placed for us in the correct rooms and the team even helped unpack our fragiles for us in the kitchen. Nothing broken worth noting and overall I am happy to recommend PSS for a job well done.

Service cost: £4000

AVOID AT ALL COSTS. Don’t waste your time with PSS, we have been waiting months for our container to arrive in the US and we expect to be waiting for months still to come. Stranded here without any of our possessions and just having to buy everything all over again. Completely over-promised and under-delivered. The timeline was way off, we will be waiting at least double the length of time of their MAX estimation. Have not been updated at any point in this process and have had to wait weeks for a reply. Communication could not have been worse.

Move size: 2 Bedroom Home Service cost: £2500

My shipment was damaged beyond repair and for the past year, I have been trying to get them to pay for the damaged they caused. They are refusing to pay the documented value saying that it has devalued 40% but providing no rationale behind this. Using this company has been one of my biggest regrets. They are now failing to reply to any of my emails. They are not part of the British association of removers (BAR) and consequently have no authority they must answer to. Please don't make the mistake I did and DO NOT USE THEM!

Move size: 1 Bedroom Home Service cost: £600