written by Reynolds363 on 24/03/2017
We spent almost 2000 pounds on sending some personal effects, photos, videos of our children, mementoes and toys, from London to Uganda. On arrival, 6 out of 8 of our boxes were completely damaged, ripped open and water-logged. Items of much sentimental value were lost and many other items were broken. After complaining to Excess international and sending them photos of the damage as they requested, we received the heart-breaking news that as we had no insurance, it was not their problem. All those loved items, which to be honest had little monetary value, lost and they could not care less and took no responsibility. The irony is, we had asked about buying additional insurance, as our organization was happy to pay, but the advisor said the basic insurance was already included. So we didn't bother to pay more. Would it have made any difference? I don't think so. The careless, brutal way our boxes were treated suggests a very unprofessional service. Also, the promise that the boxes would be grouped into one package was nonsense. The detailed itinerary of our boxes included a number of trips to Europe (Germany and Amsterdam), back to Heathrow, then to the Midlands, and finally 7 boxes of 8 arrived in Uganda. Clearly not in one package. I am wondering what they felt they provided us, they were given our lovingly kept items, and they brutally threw around the boxes, carelessly smashed items, and somehow filled the boxes with water. We paid for that? Hard to comprehend. Our family is devastated by the loss, and absolutely nothing done to compensate us by Excess International. Beware. DO NOT USE this company.
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