Move24 Reviews 505

I booked my move with Move24 back in October last year for my relocation to France in February. I chose Move24 after finding their prices highly competitive and their site looked professional. I assumed the competitive price was due to their method operating, by planning my move within others in a chain to reduce costs.

However I was fooled and nothing prepared me for the stress and totally unprofessional incompetent service they provided.

During the booking phase and telephone conversations, though quite pushy, everything seemed professional. I was asked to list the items I would like to move to France and was quoted a price based on the volume (13m³). I did stress at the time that it was not a definitive list as I hadn’t started packing at this point. I was assured that it would be fine to update the packing list closer to my move date as long as it was 7 days before. I was asked for my card details to secure the booking and that no money would be taken (it was the company’s insurance policy; apparently!). I was told I would need to pay at least a 30% deposit before the move, I did this via PayPal.

With the move date approaching and packing near completion, I had recalculated my total volume (17m³), emailed Move24 and spoke with their call centre a number of times. All the time I was assured that the increase in volume would be ok as it wouldn’t change the size of the vehicle to be used for my relocation as it would be a Luton type van.

So the day of my move arrived (Friday) and delivery would be on the Monday (I was getting the Sunday night ferry).

The van arrived at the agreed time and to my horror was a Peugeot Boxer (utility van) and what I can only be described as men (cowboys) with a van and not professional removals company. It became apparent that Move24 had subcontracted my move to France. A quick Google search of the vans volume capacity informed me that the vans maximum volume was 13m³. Clearly too small for my belongings, the fact I had 17m³, if I did have 13m³ do they not factor in the fact that there would be unpackable air space. I showed the cowboys the items and boxes I intended to move and they started to panic and telephone their so called company.

All I could think was, there’s no turning back from this I need to move today so I quickly phoned Move24 and spoke with their Operations Manager, Patrick (I had spoken with him in the days before so he was totally aware of my requirements). He seemed surprised that such a small vehicle had turned up and assured me he would sort it (maybe he was just putting a smoke screen up with his astonishment of the situation).

After over 1.5hrs and numerous attempts to call Move24 there were no return calls or solutions to my situation being offered. Luckily I have a Transit van so decided if worse come to the worse I would put as much as I could in the Boxer and somehow sort the rest out later.

I instructed the men with the van what to do and to my bemusement watched for a short while their attempt to load their own van, clearly showed incompetence and lack of knowledge. I had to tell them what and where to load my belongings to get it in.

As loading the Boxer neared completion and bursting at the seams, I received a call from Patrick informing me another van was on its way and would be with me within 3 hours. I explained I had loaded the van that was there and that I would not be unloading it. No problem, was the reply ‘Its our fault, put the remaining items in the lorry when it turns up, both vans will take your belongings, there will be no extra cost, blah blah blah etc etc’. Well second vehicle arrived, a soft curtain sided cargo lorry and not the same company as the first, polish driver who spoke very little English and all on his own! What other removals company do you know that would send 1 curtain sided vehicle, 1 man to do a house move????? Luckily 1 of the 3 Romanians spoke Polish so discussion on his plans started. He was going to drive straight to France that day and park up in a motorway carpark until Monday. ‘Not on your Nelly’ was my reply you are not sitting in an unsecure motorway carpark in France with my belongings in an unsecure vehicle. Frantic calls then ensued to France to ensure someone would be at the house when he arrived. Lorry loaded I sent him on his way. Romanians left the same time after assisting loading the lorry.

Polish lorry turned up at the house in France the next morning, so that was 1 thing less to worry about. The original van was due to arrive at the house in France on the Monday morning. On the Sunday I received a call from the Romanians saying they were 30 minutes from the house. ‘I’m in the UK’ was my reply ‘Monday was the agreed delivery date and I confirmed it with you before you left!!!’. Luckily my Fiance was travelling back to France that day but would not arrive until early evening. Frantic calls to my Fiance (no answer as driving) and to people in France again to have someone at the house. Romanians called me again to inform me they had booked into a hotel to wait for my arrival. Blood now boiling!!, Who is paying for the hotel etc etc, Move24 no help!!!!!!

Eventually my belongings were delivered; I won’t bore you with details.

So anyways, I breathed a sigh of relief that my belongings were now in France and decided to pay the balance on the price agreed and preparing to write my review once settled and would have time to do it. Alas, no, I received an email a few days later from Move24 invoicing me for an additional £600, stating charges were for an extra 3m³, +2.5 hours waiting time, extra effort for loading a second van and half the items were on the first floor. Well as you can imagine fireworks erupted in my head.

To cut this bit short, after numerous angry telephone conversations with Move24 over a period of 2 weeks the additional charge was reduced to £50, which I was not informed of. I was continuing to contest the charge when one day I noticed whilst looking at my bank statement Move24 had taken an unauthorised payment of £100 (this was taken from my account in April). Though raging I saw this as an end of the whole situation as I was sick of it all, so decided to leave it.

Well it wasn’t the end!! On the 1st May, Move24 took a further unauthorised payment of £100 from my account. Raging to a level I have never experienced in my life, I called my bank to see what I could do to recover the money etc etc. They informed me that Move24 had set up a regular payment from my account, they could stop and block further payments but I had to contact Move24 in regards to the previous payments.

How I managed to stay calm when I called Move24 is beyond me, but I did. After stating to them that they had stolen money from my account, threats of legal action etc etc, they eventually recovered £150 to my account.

So in all, I am £50 out of pocket, you can’t put a price on the stress this has caused, but hopefully by people reading this review Move24 will be the losers. People; please do not be tempted by the enticing cheap prices Move24 offer. Pay the premium company to move your belongings professionally and in a less stressful manner. If one person reads this review and steers clear of these cowboys I will feel as if I’ve recouped the £50. Good luck with your future move. Simon.

Service was excellent, fast and very friendly. No complaints at all.
Rajeev Balasubramanyam

Worst "Removal Company" I've ever encountered! They don't allow you to speak to their complaints department, additional costs were £600 on top of our original £460 move! Sub contracted removal firm were totally unprofessional with a small van, so had to do 2 trips, taking calls and banging everything around! Damage to furniture including a totally smashed £200 printer totaled about £2k. Don't believe the lies you are told on the initial sales call, which sounds pretty legit. You'll end up talking to the German bailiffs who had to sort out our dispute and eventually dropped the case!

Had a great move with Move24. The whole experience was fantastic. Sam sorted me out a great quote; the team arrived as described and goods arrived in the time frame specified without issue. Peter and Adam in the customer care were very prompt and friendly. Would happily move with Move24 again.

We had an absolutely horrendous experience with Move24 during the move to our new home. The removals men (presumably subcontractors) were completely unprofessional and ill-equipped and at least 5 items of our furniture are badly damaged (some with chunks taken out of them). It appears that they had a couple more jobs to get to that day, and were rushing to get ours done. The van which arrived was nowhere near big enough and not as contracted. Following the move, Move24 tried to charge us over £600 in additional costs for the move, claiming they had taken additional items and as there was extra "waiting time". We tried to speak to both the claims and legal department in relation to this and were told that they didn't speak on the telephone. Interestingly they didn't reply to emails either. Our claim for damage to our furniture has also been ignored. We are now dealing with debt collectors in Germany in relation to the £600 they claim we owe. We shan't be paying it and will resort to legal action if necessary. The whole outfit is a complete sham and made what should have been a very simple move into one of the most stressful experiences of our lives (which is still continuing some 7 months later).

A company to AVOID!!!
My removal has been a completely distaster since the moment they came to collect all my belogings. Only a driver came to collect all furniture and therefore, had to load entire lorry myself.
After I called their customer service to make sure at arrival, there will be enough people to unload it. Obviously, nobody else came at that time and I have to gather friends and family to help us.
I will NOT recommend to anybody to use this company. It a completely lack of organisation and they do not care about their customers. If you are reading this, please think about all bad experiences that people are commenting before you contract any service with this company. Next time it could be you !!!

Booking the service was very easy. The driver was very helpful and they picked up the things on time and delivered my things on the day they offer.
Reasonable price and didn't charged anything extra.

Tthey are amazing!!!
They disassembled/assemled the forniture very quickly.In the new house the entrance door was to small for the sofa, but they managed it without any damage.
The price is very good!
I really suggested them

Excellent service and best price. Truck arrived on time, goods were handled with care. Move was stress free and quick. Highly recommended.

- W Schmitt

Move 24 is a digital company. It is not a removal service. Move 24 has young polite individuals in an office in Berlin who will tell you anything to get a sale and then deny it afterwards. Once a deposit is paid there is no cooling off period because the law doesn't apply to 'Goods in transit'. Move 24 subcontract to anyone who will carry your goods. It is just a question of luck whether you get good, bad or indifferent. Move 24's subcontractors will claim that you had more material than was on your list and make additional charges on the card details you have already supplied. Once your deposit is paid it will be almost impossible to get Move 24 to answer the telephone. If they do in contrast to the initial call they are indifferent and unhelpful to the point of rudeness. Don't use them don't call them and if you are using them cancel your credit card.

We were so excited about our move abroad but Move24 spoiled it all !!

After taking our deposit, they didnàt show up on the due date, and once rescheduled they arrived with a van too small to take our belongings. Forgetting to mention, that the van was a "white van" with a Romanian plate, so confidence was at its low.

We ended up making the move ourselvesdue to deadline! 6 months later, we are still fighting to get our deposit and now starting legal actions!

Worst service ever!!! NEVER USE THEM!

The actual moving was very smooth. They showed up on time, carried everything safely and then got to the new property on the pre-arranged time. The only issue was a last minute change of the moving date, but that didn't end up causing any problem. Satisfied overall.

Great experience end to end. Definitely recommend Move24 services.

Really helpful staff although the contact arrangements could be a little better.
Driver was polite and helpful. All goods were delivered in perfect condition.
I would not hesitate to use them again.
Thanks guys!

After being quoted, 3 times more and double, from two other removal companies, I thought there must be a catch. There wasn't. I found their price unbeatable their customer service was brilliant ( as my removal date was postponed three times, which was no problem) and when we finally got our completion date, their team arrived 30 mins early, worked tirelessly, were very careful with our things, took massive wardrobes, and beds apart then reassembled at the new house, put every thing in which ever room we asked them to, above all were very polite for the whole day. I not only recommend them. I would insist that if any of my friends were moving they should Defiantly use this fantastic service

Move24 were very professional and efficient. Their customer care team were super responsive and made the process very quick and easy, it is rare to find a customer care team that are so proficient. The documents made the move schedule very clear both for us and the designated removal company. The removal company that were provided were great, they were in touch early on move day with their ETA and were super helpful during the move, going above and beyond to be helpful.

Move24 failed to provide a reliable mover and then threatened me until I paid a cancellation fee.

The mover called me a week before the agreed date and said he was ready to move me that day. When I explained that I was at work he became insistent that it was the best day for HIM to do the move!
I contacted Move24 but due to their oblivious lack of interest in providing me with a more professional mover, I cancelled my move.
Nearly a year later I was called by Move24 and told that by clicking ‘agree’ to their Terms & Conditions I had agreed to pay a cancellation fee. I explained that it was only after I had booked the move that it became apparent that they did not vet their movers, and therefore it was Move24 that had broken their contract with me. I asked them to look into the matter more thoroughly but instead I was repeatedly called and threatened with a collection agency and a negative mark on my credit rating. When I explained that these phone calls were becoming stressful I was told ‘I’ll send you an email link to take you to secure payment and this will all go away’.

Don't touch these cowboys with a bargepole. I committed on the basis of a fixed date for pickup - which they confirmed orally but then completely failed to deliver. I have had no joy getting any response from them before or after payment, and after submitting a complaint, so will be taking them to court. Save yourselves this hassle and find a reliable, responsive firm.

Literally same experience as the other customers here, especially Ralph W. They use polish subcontractors that cannot communicate, have no experience with moving houses and refuse to carry furniture. I have damaged furniture, Move 24 have automated phone numbers and are simply unprofessional as well as rude! They use a system to calculate your van size, expecting boxes to be stacked like goods on a goods vehicle, which is nonsense and impossible! You cannot stack right up to the ceiling, when moving fragile goods and furniture, items.
In 25 years of moving internationally, have I never come across a more shambolic removals company than this one! Certain items were supposed to be wrapped, but they had no blankets on the vans or the correct wrapping, only cheap plastic foil, which they wrapped my expensive fridge and TV, which is now damaged.My dining chairs were left without, boxes got put on top, even though I told them not to, but since they only spoke polish, well!! And used my own expensive blankets, including a faux fur one, to cover my furniture without my permission!!
It was more than stressful, incompetent and upsetting and possibly discussing it with a German lawyer to get my compensation. They have not responded to my compensation claim either yet and will most likely refuse without a doubt.
They are a shambolic outlet, you cannot trust or should not trust.
Any good review on here is fake by the way, and constructed by Move 24!. So do not be fooled. The negative ones outweigh the good, which is a clear sign of their own fakery!!!
Stay Clear, stay clear, do not use!!!!! Their great offer comes with a hefty price of heartbreak, unnecessary stress and damaged furniture, incompetent and rude people, who run a business scheme built on generating profit in the cheapest way, without professional service you can rely on!

I have to say that the whole process on moving day was not one we would wish to repeat.
Driver rang me to say he would be with us in 10-15 mins., they turned up over an hour later.
Only 1 van arrived not the 2 as discussed and agreed to when I booked the move.
They were unaware that a large wardrobe/drawer unit had to be taken apart and reassembled.
The driver had very little command of English language and his assistant even less thus making communication very difficult.
They were reluctant to use any protective covers on the furniture until we forcibly insisted they do so.
We had to transport our large screen t.v. ourselves as they had no suitable protection for it and were unwilling to confirm it would not be damaged.
Due to turning up with only 1 Merecedes Sprinter Luton van they had to make 2 trips which they were not happy about.
They took the wardrobe unit apart and reassembled it after first trying to leave without reassembling it. After they had departed, with great haste, we found they had damaged the wardrobe, put 2 doors on upside down(the position of the handles gives you a clue as to which way up they all go) 2 shelves are missing, 1 back panel is not secured correctly and 1 folding door came away from the top runner due to the runner being damaged.
Part of the bedroom furniture set is a double cupboard/drawer unit, when we checked this later that evening we found 1 of the door hinges had been ripped away from the end panel. They obviously knew they had damaged this door because as soon as we touched the unit the door fell away from the broken top hinge, they had wedged the door in place so it was not hanging loose.
To say we are unimpressed with the level of service we received would be an understatement. Having in the past been a courier/delivery driver my self delivering very high quality and expensive equipment and furniture I can only suggest that the 2 men sent to us from "flexiblemanandvan" based in Manchester, are in no way competent to be trusted to transport peoples prized household effects.
2 days after the move I emailed details of my complaint to Move24 and asked for compensation,at their request I then completed a claim form with photographic evidence and then despite several emails to claims and customer services I heard nothing until 4th April when I recieved an email with the statement " Apologies for the delays in getting back to you. Unfortunately your claim was made outside of the time limit specified by our insurance company and detailed in our terms and conditions. As such we would be unable to take this any further. "
So I would say to anyone needing a removal broker (for this is what they are)DO NOT USE MOVE 24 AVOID AT ALL COSTS.