I have worked with and dealt with many companies in my career and many of us have, but I have never had such an awful experience. than the one I suffered, as a result of a relocation from the US to the UK. TWR were very good on the front end, I thought.
However due to a lack of information there was major problem on the day of pick up, it was resolved and I received my first financal shock adding 20% to the prepaid budget. This was to pale into insignificance compared to what lay ahead!! The UK arm of this disaster, part of US company VANGUARD, were to take customer service to depths I could not imagine existed.
Again a lack of communication was the root of this. On the day before I am due to accept my shipment, my movers, who were due to collect the contents were informed the shipment had to be transported off the docks, at no point was this mentioned. Another charge to move the shipment and a 5 day delay, so storage charges, we add another 25% to the costs, again had to be paid up front. So 5 days later at which point I have had to wait as this was coming to the opposite end of the country for me, 5 days. Major issues created, did I mention this was now going to be 2 days before Christmas! I arrive at the alloted time, my movers there to unload the shipment are there, when the call comes to say, there would be a 5 hour delay. I can't hold the movers due to another job. I need to now drive for 8 hours back home for nothing.
I then spent the next 2 weeks fighting with them, getting nowhere, finally on January 8th I get a reply that I will receive my shipment and that there would be no further charges, as had been raised that they would charge even more.
Net result - Don't touch these companies with a 10 foot barge pole. I told them in writing I would be filing this report, didn't care, well if you are reading this you should!!
Anonymous
Bothwell
United Kingdom
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