ReloSmart Movers Hong Kong

Stay away from Relosmart...Abysmal communication, massive delays, and zero accountability. Do not use this company unless you are prepared for endless delays, missing communication, and complete indifference from their team.

My recent experience moving cartons from Hong Kong to Melbourne was unacceptable...

Unreliable Pickup and Non-Existent Saturday Support

Pickup was scheduled for 9:00 AM on a Saturday. The crew did not show up, and no one called to inform me of a delay. When I tried to reach Relosmart, I discovered they have no customer support available on weekends. The crew arrived two hours late and claimed they had informed their internal office about the schedule change, yet Relosmart never bothered to pass that update to me.

Unreasonable Storage Delays and Misleading Explanations

My cartons were collected on 2 May. Over two months later, on 6 July, I had to reach out to check why there was no update. Only after my prompt did they finally load the cartons onto a vessel on 25 July—nearly three full months after collection. Their excuse was that the boxes were waiting for "consolidation" and that they cannot guarantee consolidation timelines. Expecting customers to believe there was not enough shipment volume between two major global ports like Hong Kong and Melbourne for three months is ridiculous.

Despite their contract stating an estimated lead time of 8 to 14 weeks, Relosmart simply hid behind excuses, claiming they never guarantee delivery schedules. They denied any failure on their part and outright refused to offer any discount or goodwill gesture for holding my belongings hostage for months.

I am now left with no options and no choice but to wait. Relosmart operates with zero transparency, ignores customer inquiries until pushed, and takes no responsibility for their delays. Save yourself the stress and take your business elsewhere.

Move size: 1 Bedroom Home Service cost: 7000HKD

Do not use this company if you actually need what you are shipping anytime soon. We sadly and regrettably used them to ship half our furniture from Hong Kong to the U.S. They loaded our items in HK in October 2024. It is now May 2025 and we still don’t have it. That’s right. 8 months and counting. And there is nothing you can do about it. They will point very clearly to the fine print in the contract and say “read the contract.” The only thing they did do was send us an invoice for more insurance costs because our items sat in storage for so long that the transportation insurance we paid up front ran out. They didn’t offer a discount or anything. Said basically ‘yeah too bad.’

Adding injury upon injury, for the last three weeks our furniture has actually been in the U.S. but the local moving company they use can’t seem to get our furniture actually on a truck and delivered to us. They keep saying “we’re not sure we’ll let you know next week.” Oh and by the way, when they tell you your fee covers door to door delivery, it doesn’t. You will almost certainly need to be charged a “shuttling” fee by the movers on the receiving end. $400 for us.

The staff is very responsive and efficient and professional. But the underlying service of this company is frankly not a service at all. It’s not worth the money you save if you don’t actually get your items for almost a year.

Huge warnings if you’re considering this company.

Move size: 1 Bedroom Home Service cost: $6000

We moved full container from Hong Kong to Hungary with ReloSmart.

Relo Smart were not the cheapest but we chose them as they committed that there would be no unplanned, surprise costs.

Most of the experience was positive but once the container arrived to Budapest we were asked to pay additional cost for local shipping.

To our complaint, we were explained that the final address was not known originally and that is why we need to pay more. After providing a proof of early communication with the exact destination address, Relo Smart just avoided any response and ignored us. This left us with quite a bad taste.

Move size: 3 Bedroom Home Service cost: 60000HKD

Avoid, avoid, avoid! There is no way I could possibly recommend using ReloSmart- do yourself a favour and avoid the headaches I am (still!) having and book a better company.

I will preface this by saying that my complaints are not regarding the delays to my delivery- I appreciate that we are in the midst of a global pandemic causing significant delays to shipments etc- my complaints are entirely regarding how Relosmart have dealt with the issues and their lack of effective communication. I am current at day 158 since my goods were packed (Almost 23 weeks, over 5 months).

I called Relosmart to arrange a delivery from Hong Kong to the UK. To start off, at the beginning things were great- Joseph from Relosmart came to survey my apartment, a packing date was booked (And they were flexible and adjusted it when my leaving date changed) and all was well. The price increased from the initial quotation as expected due to the shipping issues, but was still reasonable and cheaper than I had anticipated. Packing day came and still no complaints at all- the guys that came to pack were polite and efficient. At this point I was told to expect delivery approx. 2.5 months from then which would have been some time in early September- great. Bear in mind, we were well in to the pandemic at this point, so on that front, nothing had really changed. Then I sent them money, and that’s when things changed. As a customer, from this point on it felt like ReloSmart were saying ‘We have your money, we no longer give a ****’.

Flash forward to the end of July when I reached out to Adam from Relosmart for an update. No response. I try again and on August 9th (7 weeks since my goods were packed) I finally get a response. My goods are still in HK and haven’t been shipped yet, and they didn’t think to let me know that the 2.5 month estimate is no longer accurate. But- miraculously there is now a container available (Now I’ve asked about it) but it’ll cost more. Fine- I pay the extra. It does seem more than a little coincidental that only when I ask does a container appear- bit of a red flag.

At this point I asked for updates on my shipment- I should be so lucky. On September 11th (Weeks later) Joyce sent me vessel & container information that turned out to be false.

At this point the UK side of the deal started to be engaged (John Mason International), and if nothing else they turned out to be a whole lot more competent and useful than Relosmart are. They were able to share accurate shipping & container information this time around- confirming that the previous info I was given was wrong.

On October 28th I was sent a message to inform me that the container had not been moved from the London Gateway promptly enough and there was a fine to be paid- and guess who was liable for that one too. After some arguing I realised the only way I was ever likely to receive anything was to pay more… again.

Here I am now at the end of November, I still do not have an ETA for my goods, although if nothing else at least they are in the right country now. I have all but given up on ReloSmart being competent enough to arrange final delivery, so I am planning to rent a van (Yet more money) and go to Hemel Hempstead myself to collect the goods.

This has been the worst moving experience I have ever had, and I couldn’t recommend more that you should avoid ReloSmart and use another company. ReloSmart are great until they have your money- from that point on, they simply do not care and are not truthful.

I ended up having to take a day off of work to collect the goods myself as Relosmart failed to deliver to my home.

Move size: 1 Bedroom Home Service cost: 20000HKD

I was totally satisfied with the service. I had no experience in international moving so it was really difficult for me and I was extremely stressed. Relosmart was very helpful, professional and solutions-driven. The staff were service-oriented and able to explain my questions patiently and precisely. Relosmart made my moving easier than I expect and shared my burden for moving so that I could focus on other administrative matters and arrangements for my relocation. Thank you!

Move size: 2 Bedroom Home Service cost: 45000HKD