Report Abuse

“WARNING! Do NOT use this company. ”

written by katiebarcelona on 12/12/2017

WARNING! Do NOT use this company. We moved from Toronto to Barcelona and have had nothing but issues with them since the beginning. I have NEVER experienced such abysmal service in all of my life. I would have never chosen this company had I known what I know now and after reading the new reviews that have surfaced over the last couple of months.

They gave us incorrect information when filling out paperwork, which created much more paperwork for us to complete
They gave incorrect dollar amount maximums, so our packages reached Barcelona and were then returned to Canada due to their wrong recommended information. Their lack of attention to detail, especially with written communication/documentation created many unnecessary issues and an enormous mess for us to clean up
The boxes were supposed to reach us within 7 business days, we received them 30+ days later (Additional costs were involved for this expedited air service)
We wasted time, money (had to purchase dishes, clothing, long distance calls to Excess, DHL), effort to locate these boxes as this company refused to update us/help us locate them
We eventually had to escalate our case to DHL and within Excess numerous times in order for our case to actually be taken seriously and worked on by upper management (My spouse and I spent upwards of 5 hours per day over a month e-mailing and on the phone with Excess and DHL)
Vacation days/time off work were used sitting at home waiting for packages to come that Excess promised would arrive that day and never came
We had to argue with them to get daily updates, as days would go by with no update on the whereabouts of our missing boxes
When boxes finally reached us, because of all of the back and forth and amount of times they were inspected, the contents were broken/damaged/missing (We received only 40 pounds refund for the broken contents)
Excess team lacked serious knowledge in international moving expertise, where we were forced to research and look into matters ourselves
Two months later, after fighting with them consistently for a refund (as they did not provide the service they agreed to), we finally received it. The Regional Manager actually told us "You will receive the refund next week, as this is when all of the refunds are processed". This obviously shows how many Customers they have done this to, if there are numerous refund being processed at once.
TERRIBLE SERVICE, TERRIBLE COMMUNICATION, UNEDUCATED IN INTERNATIONAL MOVING/LAWS/REGULATIONS
Excess will waste your time and not adhere to any of the promises/timelines that they say they will