written by clemies2000 on 26/10/2023
Very expensive and incredibly disappointing experience. We went through the video survey in June and was given a quote. They collected everything and then increased the price saying that the original estimate was inaccurate. (Also they threw some of our stuff because it had "perishables" in it when we know we didn't put any and got it moved to our parent's place. They also said it was just the food they threw and not the boxes themselves) We still paid because what can you do when they have the rest of our stuff! And having gone through that, we'd hoped that things will end when our items got delivered except it hasn't for the last two months. We found items missing from delivery. After multiple emails about it, they said that they have a box still in the warehouse. Arranged for delivery, paid, and got refund. Except closer to the date of delivery, it says the order was cancelled. Now we weren't sure if that is something it says because of the refund or if the delivery was actually cancelled. So we phone up. The agent could barely speak and hear anything because of how loud it was on their end. So they say they'll follow up over email. We sent all context AGAIN only to not receive any response. So we call up again and share all the context AGAIN. This time the agent did follow up and says our box got thrown away. Apparently they found more perishables and threw them. No photograph of anything, no communication about the situation. We still have furniture missing (desk drawers, parts of a chair) which we had originally hoped would be in this box. And now they say they've thrown that and for the actual stuff that's missing, we need to look into that separately. Lovespace, for the money we pay and the convenience you promise, you can do better: 1. Your online inventory list has the option to upload pictures, which you really should. 2. If you are throwing something, you need to let the customer know and attach photographs of what gets thrown. It is not just enough to put a blanket "for health and safety reasons" when we have no idea what got thrown. 3. The initial video survey needs to be better so that people don't feel like they're being sham into paying more (for stuff that is getting thrown anyway) 4. Invest in better case management system so that customers don't have to provide context to different agents again and again
written by Paynege448 on 22/10/2023
I wish I could give them a minus 100 star or zero review. This is without a doubt the WORST EVER customer service and storage & shipping experience I have had in my life. They have their own storage space and use Parcelforce company for shipping within the UK, btw, avoid BOTH!! I paid £200 for one-month storage and scheduled shipping to my address in London. The shipping was scheduled on a specific day and however canceled on the same day without any explanation and I only found out on the tracking website. When I called them to ask why and when my things would be delivered, they only replied that they didn’t know and could only reschedule my delivery for me for the next available day in the most arrogant manner. The delivery itself cost me £70 because it was SCHEDULED! This continued and I was never offered an explanation nor did they send me an email before they had to cancel my delivery again. It’s only till a week later I was told (when I reached out first again!) that my address was put in the wrong order despite the correct post code which’s the most ridiculous reason and it took them a week to find out. I got my delivery a week after it was supposed to be delivered. And the nightmare officially began. The state of my things when they arrived was beyond description. Unbelievable. Even the delivery driver said he’d never seen anything like that but they were all damaged before they left the warehouse. One of my suitcases is completely broken with one wheel missing. And the customer service who told me on the phone that I don’t have to keep my suitcase in a box has now informed me that since it’s not enclosed in the box they cannot compensate it for me. I also lost some of my makeup, skincare, books etc from one of the boxes that’s literally torn open. The negotiation process for compensation and complaint has now continued for an entire MONTH and I still haven’t received a final reply whether they would compensate me for my damaged storage and lost items or not. UTTERLY DISGUSTING. I have used and trusted you before when I first came to the UK and now I cannot feel more disappointed. Never an honest and sincere apology or explanation or offering to help. I have to keep contacting them about storage, shipping and compensation and feeling humiliated. They will never contact your first or inform you of anything! This is how they treat INTERNATIONAL STUDENTS, this is how they treat FOREIGN STUDENTS! It’s expensive. It’s not worth it! I’m also sure they use bots to post good reviews about their company because I’ve seen many complaints and they’re the only reviews that looks real! Avoid this goddamn company and I hope you go bankruptcy soon.
written by Lev181818 on 10/10/2023
YOUR BOXES ARE NOT SAFE. THEY DO NOT STORE MY BOXES AT THEIR WAREHOUSE AND LIED TO ME. I cancelled my delivery of boxes a day before they are supposed to deliver it because I was rental tricked and have been warning them not to send it to that address even gave them the police reference number. The customer service understood, cancelled and refunded the order. After finding new accommodation, I placed return order to my new address, a week before the supposed date, a property agent contacted me saying my boxes has been in the hallway since 27th of September until today 10th October. I have called LOVESPACE almost everyday since 3rd of October to make sure the location of my boxes, all the times they told me the boxes are with them in their warehouse, yes, every single time I called. Even I called them to make sure if they are going to deliver my boxes at 9th October, talked with the supervisor and he said everything are settled. Today, 10 October when i checked LOVESPACE, my account was changed without any notification to me to show that they have done their job at 27th September and they are not sending my boxes anymore. I called them, the customer service told me my boxes are with the courier. Curious that I am, I went to the address as I was nearby and saw from the mailbox that all my boxes are there. I was so shocked and told to send the pictures to LOVESPACE. The manager talked to me that he can only try to retrieve my boxes if he can have access (which he keeps asking me for, even his subordinates were only told to ask me, I would not know? I have no information about them too) and send them to the right address but will not be responsible to those 14 DAYS my boxes out there in an unsafe environment, under no surveillance. At first, he tried to gaslight me and wash his hands, trying to tell me that their work ended on 27th of September to that address. I told him I have all the screenshot and then he just said "...okay...". Wow. Lovespace 1. Lied that my 7 medium - large boxes are with them in their warehouse. 2. Don't store my boxes at their warehouse and have no idea that my boxes are not with them 3. The manager don't want to take responsibility initially before I told him I have all the screenshoot 4. The manager just told the drivers, the subordinates to call me to access the address? How? I don't even have the access 5. The driver will just hands in your boxes to anyone even if it is not yourself present at the house, even if they told the driver they dont know me 6. Lovespace manipulate your orders, cancel and complete your order by themselves to wash out their faults 7. Expensive but 0 RESPONSIBILITY to your stuffs. I still have not received my 7 boxes until now, I don't even think the manager will even care to resolve this problem, I have given him the management of the property name before his courier trying to pick up my lost items but the driver were only given my number. LOVESPACE. I will tell everyone to not use this service and just use other company that actually RESPONSIBLE, TAKE CARE OF YOUR BELONGINGS AND DO THEIR JOB. Until today they don't give me any refund, I did not receive my boxes, I dont know how they are going to retrieve my boxes, I wasted my day waiting for them to deliver, I wasted my energy to do their supposed work to check the location of my boxes, not even begin with my shock level when talking to their manager that was not even trying. Don't waste your time, energy, money, mental health dealing with this company.
written by Matthews228 on 05/10/2023
What I didn’t like is the lack of accountability for their actions. Even though a customer is wrong, is it not a smart business move to appease them? I question the screening process for the impolite employees and won’t recommend this to anyone especially students with no financial aid. They should continue with their bad service (my boxes were displaced and mishandled), because bad service doesn’t pay in a consumerist economy.
Written on: 25/10/2023
Hi there,
I'm a journalist working on a story on Lovespace as I have come across so many stories about Lovespace losing boxes and having terrible customer service.
I'd love to interview you about your experience. Please reply to this comment if you are interested in sharing your experience
Written on: 25/10/2023
I’d be happy with that, they make life tougher than it already is.
written by Dixonvn1971 on 26/09/2023
I recently had the misfortune of dealing with LOVESPACE, and I must say that my experience was nothing short of disappointing. Here's a comprehensive overview of my encounter: 1. Unexplained Delays and Missed Deliveries: LOVESPACE repeatedly abandoned my scheduled delivery without offering valid explanations. Responses consisted of vague statements about "circumstances out of anyone's control," leaving me in the dark regarding the actual causes of these delays. This lack of transparency is entirely unsatisfactory and unprofessional. 2. Misleading Information: Throughout our correspondence, LOVESPACE insisted that I must be available between 7 am and 6 pm on the delivery date, even though they ultimately failed to complete the delivery. This misinformation compelled me to dedicate an entire day unnecessarily, resulting in significant inconvenience. 3. Lack of Politeness: Communication from LOVESPACE staff was disappointingly informal, employing "hey" instead of "dear" when addressing my legitimate concerns and frustrations. Such casual communication does not align with the professional standards expected. 4. Poor Status Updates: Throughout this ordeal, LOVESPACE neglected to provide me with timely updates concerning the status of my belongings. This lack of communication amplified the frustration and uncertainty of the situation. 5. Inconsistent Information: The information provided by various LOVESPACE staff members was inconsistent and contradictory. I initially received a partial refund of £48 out of the £128.6 delivery fee, only to be informed later by another staff member that I am not eligible for any refund due to the missed delivery. Such discrepancies in information are deeply disconcerting. 6. Lack of Responsibility: LOVESPACE does not seem willing to take responsibility for their mistakes. Instead of addressing the issue and apologizing, they have advised me to keep waiting. This lack of accountability is deeply disappointing. 7. Compensation for Inconvenience: I strongly believe that LOVESPACE should, at the very least, consider offering a discount or voucher as compensation for the inconvenience and financial burden I endured as a result of their service failures. This entire experience has caused me significant inconvenience, financial strain, and undue stress. I trust that LOVESPACE will take this feedback earnestly and work towards enhancing its services to maintain the trust and satisfaction of its customers. I AM STILL WAITING FOR MY DELIVERY
Written on: 25/10/2023
Hi there,
I'm a journalist working on a story on Lovespace as I have come across so many stories about Lovespace losing boxes and having terrible customer service.
I'd love to interview you about your experience. Please reply to this comment if you are interested in sharing your experience
written by Patterson149 on 18/09/2023
Do not use this company. Booked for a redelivery but they said no-one was there (my daughter was there, waiting) so returned stuff to warehouse. Then charged us £87 for it to be redelivered AND they've lost a box.
written by Shannon73 on 18/09/2023
Had booked my delivery timing for a specific date (weeks in advance). On the day, never got the delivery nor any updates about it, so I called their CS line. They pushed my delivery by 2 days because apparently the driver just "never picked up my boxes from storage"... had to call them multiple times to get ANY sort of compensation at all (because I now had to find a hotel or live in a completely empty flat for 2 nights), and they refused to let me talk to anyone higher up or with more authority to make decisions, and kept acting uninformed like "Oh that's just what it says here" etc. and wouldn't listen to logic... Anyways I got confirmation that it would be coming in the morning of the next next day. On said day, I called CS again as I never got a timing confirmation email. They decided to push my delivery again, once again without informing me AT ALL even though I specifically confirmed it would be coming during the morning. Now I have to deal with them MAYBE coming in the evening, as well as dealing with the other appointments I had already booked (as I was supposed to have received all my items back 2 days ago already).
written by Joyceud469 on 14/09/2023
It was terrible. Lovespace doesn’t have any human compassion. It’s over-priced and there’s bad customer service. My boxes can’t be re-used and not everything was collected, now they are gone! If I could display images of my boxes, I would. There was nothing I liked.
written by 276Ross on 28/06/2023
They were quick organised and clearly knew what they were doing. They had more stairs than they bargained for and no lift but they cracked on and got it. Great job guys.
written by mariar2001 on 25/10/2022
Back here after a month and a bit after my incomplete delivery experience, thought I might give you all a chance to review how Lovespace has handled my situation ( one missing box, one box wrongly sent, damaged items inside one of the boxes delivered). Spoiler : they have not. Lovespace has done everything humanly possible to limit its liability for the awful and negligent service they offer : they have no phone number ( the one listed on the website is a dead line), they have no office in London ( personally walked to both listed addresses as of 2022, none of them host a Lovespace central office), they will answer emails with a 5-working day delay ( in a best case scenario) and there is no continuity or coherency to their customer service ( they will make you repeat each and every claim/ issue anew every time you speak to them, they will act as if it is brand new information, and in the next email they will fail to reply to your previous agreed topics of contention). I have been struggling to get my belongings back for five weeks now, and I have become convinced something may have happened due to the fact that I was first informed there was no additional box on my name at Lovespace ( like the one I was missing), last week I was informed that there was a box with my tag that had 'changed status' recently and asked to provide a list of missing items. I did as I was told, I was hopeful and provided a complete list. I received a reply a week later.... saying that they 'hadn't heard anything back regarding my stuff', no mention of the box with my tag, or whether some of my items were there or not. The previous email had stated that Lovespace was going to check the items in the box, and arrange a delivery. No further reference was made about that line of action, and Lovespace just ignored the topic, choosing instead to schedule a collection for the other box, which does not contain my items ( collection has not been scheduled, because.... I honestly don't know why, frankly I have no idea why it should take this long to answer an email and arrange a collection, beats me). Point is, please, please, please do not use this service, not even for a one-time delivery. It is atrociously bad, expensive, it has no real customer support, and the agreement terms are medieval and clearly written to relieve Lovespace of any possible liability for not properly handling your private property, while they can open the boxes in a wide range of situations.... Of course, now I know this is a recipe for disaster, but back in June I did not. I paid 300 pounds, please just use an Uber, or store your items at a friend's house. Not worth it in the slightest, please stay safe people, and protect your belongings. In my missing box I had a lot of personal items, that I was emotionally attached to, as well as some expensive items. I most likely won't be able to recuperate them, and the distress it has caused, coupled with the anxiety and powerlessness I felt while dealing with Lovespace just isn't worth it.
written by mariar2001 on 29/09/2022
I have contacted 2 people via email over this, but I'll make a final attempt. 1. My delivery includes one box which is wrongly labelled as mine, since it was supposed to be a 'large suitcase' AND it is a cardboard box containing someone else's bed spreads, sheets, blankets etc. 2 One item marked as 'other' is misssing ( a green yoga mat) 3. Out of the boxes I received that did contain my items, two were not the boxes I originally sent, but LOVESPACE boxes, which had missing items and were significantly smaller than the ones I sent to the deposit. Someone has been through my things, and resealed them, but failed to include all of the original things in the package. Amongst the missing items, there is a woven tray made out of bamboo, a porcelain embellished cup, a goose feather heavy blanket ( expensive items!!!!). These items are precisely the ones missing, plus some clothes, cutlery, a pillow, some food and medical supplements, and shoes!!!!!!!!!!!!! A DR. Martin pair of heavy leather boots ( expensive!). I am a student. I cannot afford to cover your negligence and gross misconduct out of my own pocket. I have made several attempts to contact the company, and the lack of reply and continuity I take as evasion. Please never use this company for delivery or storage - both my pickup and my return order were late, the return order was postponed twice, two of my original boxes are missing, one has been meddled with ( only part of the items in the original box were transferred in the sealed LOVESPACE box), I've had damaged and moldy items in one of the boxes, and some of my expensive stuff is ( curiously!) missing. It is an extremely expensive service ( I think with the 2 deliveries and the 2 months of deposit I paid over 400 pounds) and the value for money is horrific. The bar is so low it's in hell, and dealing with LOVESPACE has caused me a great deal of emotional and financial stress, especially since I've not been able to get a reply back and have had to cover the costs of their negligence out of my own pocket. Those items I had packed from my second year of college were my tiny life, and I used them to craft my own private space; I was attached to them. The way they treated my belongings is not only grossly unprofessional and negligent, but quite heartless as well for a company called 'lovespace'.
written by on 24/09/2022
Absolute horrid company. my daughter in london now still does not have her boxes after waiting for 3 days. She booked and paid for it to be delivered to her dorm weeks ago. a total waste of time calling them as no one ever picks up. and now she has to spend money to buy pillows, bedsheets, blanket, rugs, toiletries and kitchenware which are still with love space. winter is coming and all her winter wear and jackets are with them. who is going to compensate her. has the storage facility been broken into and things stolen??? Is this why they cannot even think about hiring other courier firms to do their deliveries? i am sure their ceos with their fancy cars and big homes can afford to rent some vans and do the deliveries themselves. pls do not be tricked by them and the 5 star reviews. Worst customer service ever. how long are they gonna blame the queen's death, the politics, inflation and strikes for their poor business ethics and performance????
written by Joyoo on 23/09/2022
I won't be in the country on Monday that's why I booked for it to come Tuesday. I booked this last week and I planned my travelling time around the fact that it's coming on Tuesday, if I had booked for any other day I would have booked all my flights and my trains on the appropriate date. Why did you let me book a day that wasn't working for you guys you could have just blocked it out like you did with other days so I could plan correctly. Lovespace has been one of the worst experiences ever and you guys have done nothing but cause me stress. You guys FAILED in every single step. The pick up was horrible for whatever reason the driver only took three parcels from reception eventough I booked four. Thank god the reception where so nice to keep the parcel there for several months while I was trying to reschedule bookings, via phone calls, emails and the website, with you guys every single week. But everytime there was an excuse as to why the pick up wasn't successful. Non of the several pick ups where the driver just decided to not do his job for whatever reason were payed back to me. Do you know how much money I lost? This issue wasn't resolved until I had a stress induced panic attack after yet another failed pick up and I decided to write yet another email that explains this whole journey in extrem detail and how stressed it made me. Thankfully the email got to the right person and she took this whole issue under her wing and sorted it out really quickly, why did it take all that for someone to finally do there job correctly? Now you are telling me that the whole travel, I mean bus, flight, train I booked around the arrival time of the boxes was all for nothing. I wanted to come this week but on your slot booking system this whole week was greyed out, now I randomly get a message saying it's coming on the 24th, I would have booked my flight on that day if I knew earlier. Then I decided to tell the courier 27th and know you guys are telling me 26th as if it makes it any better. Know I am completely confused as to when this delivery is coming. You guys didn't even have the decency to tell me yourself, the courier did, I had to asks you what's going on. And I am getting notified a day before. TODAY IS THE 23TH. This is crazy, this is the most unprofessional business I have ever worked with. I am so beyond tired of this process. I don't know what you want me to tell you I won't be in the country tomorrow, there is no reception in my accomodation this year. And no I don't have anyone there that can sign for me. This is so crazy.
written by ReillyRose on 06/09/2022
Gutted i couldn't leave 0 star. DO NOT USE THIS COMPANY!! This company isn't even cheap, so you expect top customer service and service, as it is... "award-winning". i wanted to have my storage delivered first week of September and therefore not pay for the full month, but due to "planned" strikes, which no one got warned about in advance, i am unable to get my storage before my university starts. not only that but i have to pay for the month, and the £200 delivery fee. i asked if i can collect my belongings and i am NOT ALLOWED. THEY ARE WITHOLDING MY PROPERTY AND I AM FORCED TO PAY. Its also quite funny how their customer service is replying to some of these reviews, but unable to respond by email or pick up the phone.
written by fm383123 on 15/10/2021
I stored 7 boxes of personal items (clothes, documents, a few electronics and household items) for 10 months. The items were picked up and returned by men without a uniform in unmarked vans. The boxes were returned smashed up, with holes that seemed to have been made by rodents, what looked like rodent droppings and a moldy smell. After raising a complaint their support offered to pay for dry cleaning my clothes provided I presented two quotes for it. I felt that's too little too late. I would not trust this company with my items again. Admittedly I did not suffer big damages this time but given how my goods were handled I would not recommend them.
written by Madelynd412 on 25/09/2021
My storage should be back on Sept 21, now is Sept 25, it is almost a 1-week delay, my storage still has not arrived. I called them every day but every time there is a new mistake or problem leading to a reschedule. I stayed at home everyday to wait for my storage (they send the "should be arrived today" email twice). Completely waste of my time.
written by mvg34 on 14/09/2021
If I could put 0 stars I would. I strong not recommend this storage company, other than being very disorganised they have a bad collection system, you have to be waiting all day at the window for the truck collecting your stuff. Mine was there for less than 2 minutes, the time I come down the stairs to open the door he/she was already gone. I had to reschedule the collection slot for more than 3 times, with very unexperienced and not polite customer assistance. My stuff was kept for 3 months, today I received my things back and my three boxes were literally falling apart, they had holes and they were torn apart. Moreover, multiple things I had inside the boxes were broken and few things also got lost in the delivery process because of the gigantic holes on the carton boxes. It was an awful experience and I would never recommend it to anyone else.
written by AndreReynolds on 05/09/2021
As international students, a friend and I had to store our things over the summer. We were recommended LoveSpace, but were ultimately very disappointed. Upon collecting our things, we were met with hostility and rudeness from the workers. We had explained that we were not able to fully carry all of our things and had asked for help to carry things out but the pickup drivers threatened to leave if we didn’t bring our things outside quickly enough ultimately not helping us. We sent an email that concerned this issue, and got no response. Now, we are looking into things being delivered back to us, and even though the website advertises a 50£ delivery fee (the fees were never clearly mentioned upon picking the storage anyways), we are facing either an 85£ or 135£ fee. Considering the amount that we have already payed LoveSpace (initial payment, 90£ monthly fee, and delivery fee) we find the rudeness and their lack of response to our concerns to be disgraceful. We will not be working with them again, and with the amount of storages in the area, I am confident there are better ones out there.
written by tyrneh on 02/09/2021
Awful experience with Lovespace, you'll have to pay absurdly high hidden fees to get your stuff back. When you pay, it shows 20 pounds for storage. But to get storage back, they charge you an extra month and 40 pounds in delivery fee. BE UPFRONT, how is this legal
written by Adaf210 on 25/08/2021
I have been using Lovespace to store many luggages for 1.5 years. Realising that I'll not be returning to the UK for some time, I decided to donate my luggages to charity. However, I left an important item in the storage and therefore I called to request Lovespace to find it. What happened is what I would describe as the worst customer service I have ever experienced. Having first spoken to Anmol at the beginning of July, he assured me that the Lovespace warehouse would be able to find it within 5 working days. However, almost two weeks passed and I received no updates, so I called back to Lovespace. Strangely, Unjali told me that no request had been made to the warehouse to find the item, so I asked her to place an order to the warehouse, in which she sent me a confirmation email on July 22nd, stating that she will let me know as soon as she had any updates. Confused, I also called again and spoke to Anmol, in which he assured me that the order was already placed, and that he had 'repushed' the request to the warehouse with urgent priority, and will let me know of any updates ASAP. I waited and waited, until another whole month had passed, and nothing. I called back and spoke to Jeni on August 21st; she told me that there is no update, but will ask Anmol about the issue. I spoke to Anmol again on August 23rd; he told me that the warehouse has responded on August 9th that they could not find the item I was looking for. So between August 9th and 21st, Lovespace did not bother to update me about the issue, and might have never responded to me had I not call back. Also, I am almost certain I left the item with Lovespace, and find it very difficult to believe that the warehouse could not find the item. I have wasted almost 2 months trying to request Lovespace to find this item, spent a significant fee on international calls and risked having to pay for more storage cost, only to get treated with such negligence and the item not being found. I would never expect such bad customer service from what I originally believed to be a reliable storage company that I have used for almost 2 years. As a very patient and understanding person, I still could not believe that Lovespace could treat their customer this way, and I feel for the many other customers who will also experience this treatment.
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As rated by our community of reviewers
Dminter's Response to Lev181818's Review
Written on: 25/10/2023
Hi there,
I'm a journalist working on a story on Lovespace as I have come across so many stories about Lovespace losing boxes and having terrible customer service.
I'd love to interview you about your experience. Please reply to this comment if you are interested in sharing your experience