Anglo Pacific

I wish anything I could go back in time and choose a different company. Not only has it been the year from hell trying to deal with these cruel people (poor/lack of communication, constant avoidance, misquotations from random people, no formal procedural processes or means of dispute escalation.. just to start).. after almost 8 months of being tortured, I’m now pretty sure my stuff is gone. I had all of my baby’s keepsakes and the stuff most precious to me in there and I’ll never see it again. Instead of owning up to it, I’ve been gaslit and living in an empty home for months, assuming my things were going to turn up. Please don’t use them. PLEASE! I wish I could give a negative star review, they don’t deserve 1. Every single review is spot on, I wish I read them. I’ll never see my things again. EVERYTHING I HAVE EVER OWNED! GONE!

Move size: 1 Bedroom Flat Service cost: £11000

We paid £648 to move 9 boxes from the UK to the UAE. The whole process was largely unsatisfactory. From the start, the transition from the sales man to the operations team was slow and clumsy and we had to keep on pushing to get sent the invoice which had already been taken from our account.  The boxes were picked up on time, however, the amount of bubble wrap that they gave us was nowhere near sufficient and when we brought this up we were told that they wouldn't deliver any more and we were forced to buy it ourselves despite the promise that it was included. When our shipment arrived the boxes were completely trashed and almost everything that was breakable had been damaged in some way.  We complained and tried to get some money back and were told to document every bit of damage with photgraphic evidence and provide receipts or repair estimates from professionals for everyone of the items. We went through this process, which took significant time and were then told that we would be given £80 to cover the cost of what was well in excess of £600.  Do not use Anglo-Pacific, every aspect of their service is substandard and they have absolutely no desire to try and make things right when they go wrong.  Using Anglo-Pacific has been one of the worst decisions that we have ever made.  See all photos of damage at: http://www.facebook.com/pages/Anglo-Pacific-shipping/442684112475024.

Service cost: £648

Wow, I wish I had read these reviews before using this company..now I understand it wasn't just me.

I shipped my belongings from the UK to the US. I didn't want to deal with custom clearance, brokers etc so I relied on them as they were providing full door to door service, everything included and a reasonable price for reasonable shipping time.

Contrary to what stated by others, I actually found staff polite, no additional charges and my stuff actually arrived as scheduled..small detail, most of it was BROKEN or LOST!

A few years before I shipped my stuff from Italy to the UK with another company, that company pelleted my boxes which arrived in perfect conditions. AP did not, non only they shipped 25 individual boxed but they went through couriers like TNT and FedEx.. if I wanted to put my belongings in the hand of multiple couriers that throws boxes around I would have done it myself!

On their website they state:' We work to recognized quality standards guaranteeing that your goods will be handled carefully and professionally, from start to finish' ..NOT .THE .CASE.

Anyway, when my stuff arrived I wanted to cry. At AP they apologized and told me to go through insurance.
I insured only some valuable items but most stuff was either utensils or sentimental items, not valuable per se but overall needed to start a life in the US without having to buy everything new. I had around 700gpb worth of damages and the insurance gave me just over 300.

But I don't blame the insurance as you insure things in the unlikely event of some kind of disaster but here the damage was not due to misfortune it was unprofessional service provided by the moving company who did not take care of the personal belongings of their clients which they are in charge of ensuring they arrive safely from A to B.

So I would have expected a reimbursement from AP for the poor client service provided, on top of the cost of the damaged goods.

If anyone knows if there is a way to obtain that, please let me know.

Shanis.

Service cost: £1380

Terrible follow up service,

Here is how it started:
with us parting with 4.5k to move goods to USA, after a shining appraisal of the company would handle everything from the salesman .

The packers arrived, did not list any goods in the boxes, mixed everything up, mixed in fine antique china with garden tools.
Oh and one of them stank of alcohol.
they missed one full drawer of contents.
They broke our antique milk jug, they lost a complete antique teapot, we lost a copper lampshade, we lost valuable sea shells from a dive center holiday.
during shipping a terracota saucer and a porcelain decorative heart and a milk jug were broken (part of an antique tea set).
Lost one complete box of goods (box #5) you know who we are Anglo Pacific.

We had 'MARINE INSURANCE' cost us extra 184gbp on top of moving cost. Could we claim against anything?
NO, they picked apart our claim, saying we did not list individual parts within boxes, as we did not list a box contents of #5 we could not claim, the value of the milk jug and other broken items was less than the excess charge of 55 gbp (according to their pathetic under-valuations) they wrote our claim off.

An antique tea set without a teapot and milk jug is worth what?.. they just value the jug and teapot individually regardless of the fact the set is useless without the other.

We lost a full box of goods as they delivered somebody ELSE'S box of goods labelled #5, which we dutifully arranged to be sent to NYC from VA.

we lost a number of items in that box and the other unexplained missing items that we cannot remember (from thousands of goods) , never to be seen again, and passed our claim from pillar to post when we talked to managers their response was 'sorry, the claims department dealt with that and rejected your claim you'll have to talk to them' claims department: 'sorry, we wrote your claim off because we valued it under the excess'

THANKS ANGLO PACIFIC, HAVE A NICE DAY

FROM YOU TO ME:

Dear Mr & Mrs Hutchison



Thank you for your information. I am sorry to learn item # 5 Kitchenware, was not received. At Anglo Pacific, we do have rigorous procedures in place to account for the multiple consignments that make up a consolidated load and we have a large number of checks in place to minimise the risk of any single item or consignment being misplaced. We handle 17,000 consignments per annum but unfortunately on this occasion the item has been mislaid . We have arranged a warehouse audit and asked Schumacher to also instigate a search, this may take sometime.



I am very sorry to learn your shipment has sustained damage and loss during the moving process. """""" I cannot comment on your insurance claim process as you are only covered for the items you choose to declare on the insurance proposal form and I believe 'claims dept rep **' has settled your claim.""""""""



I thank you for your patience and I will reply with our findings as soon as possible.


Regards


move manager @ anglo pacific.

Service cost: £4550

I had Anglo Pacific do my shipping from London to Sydney as I believed them to be a professional and reliable company who I could trust with my personal belongings and to ship my items safely. Part of the reason I decided to use a company like Anglo Pacific is because I know they are very strict in Australia about what can come into the country and have strict requirements with respect to wooden items etc. and I believed a shipping company like AP would be able to help with this.

On the whole my experience with Anglo Pacific has been absolutely shocking from beginning to end, and 7 MONTHS LATER I am still trying to get matters resolved and am dealing with constant delaying tactics and games.

I have now laid a complaint with both the British Association of Removers (BAR) and Trading Standards as I am hoping they can help to resolve this situation.

Two guys came to pack and collect my things in London at the end of August 2017. Neither of them introduced themselves to me, even when I introduced myself to them and I still don't know their names. They were rude and uncommunicative and didn't make any effort to speak to me at all or check with me about anything. It was also clear they had no idea about any special requirements for Australia and really weren't bothered about anything like that. During the process I tried to communicate with them as much as possible, to tell them what I would like done and what I was doing (packing clothes etc. in my bedroom) and what I needed them to do. For the most part I got no response whatsoever and felt totally uncomfortable and frustrated.

Before they left I was given a review form to fill in while one of them stood over me and watched me fill it in. I remember thinking "can't give a bad review as this guy is much bigger than me and they have all my stuff. I can't give them less than 4 for anything but maybe even that might make them angry. Do I need to give them five stars for everything to be safe?" For the question about how well my things were packed I said I couldn't answer until I received my belongings in Australia and he didn't seem pleased. They also helped themselves to my tape measure and a stapler and left numerous items out that I had to ask about and say "please pack that" multiple times, like a couple of external hard drives, a laundry rack, some kitchen items etc.

The volume of my packed things came to 127 cubic feet more than Anglo Pacific quoted for, and 118 cubic feet more than the volume when I had shipped almost the same amount to the UK two years earlier. The only additional items I had to ship from my previous move were a coffee table, TV unit, television and 3 table lamps and maybe 1 or 2 small boxes of other odds and ends. I now know why the difference in volume - I paid to ship
loads of empty space and trash (literally).

I received my shipment in Australis on 9th November 2018 in the most shockingly packed and damaged state. My items were packed so badly and unprofessionally I cannot even begin to describe it appropriately. None of the boxes were labelled correctly or reflected correctly on the inventory. All of my furniture is damaged, including a ripped king size mattress, and a coffee table, TV unit, desk and bedside tables that have been scratched, chipped, dented, and in some cases have chunks gouged out of them. My TV is cracked and various other items are scratched and dented. Many items were not wrapped or protected at all, such as a wooden table lamp which had no wrapping whatsoever and was just shoved haphazardly into a box and is now scratched. This was also the case with a couple of glass vases and numerous other fragile items – it is a total miracle that many of these items weren’t completely destroyed. There were also a number of items in the drawers of my desk that were not wrapped or taken out or dealt with at all. A single, folder piece of paper was shoved into each drawer above the items in those drawers and that was it. This included expensive and fragile camera equipment that wasn’t wrapped or packed into a box or anything of that nature – thank goodness I keep that equipment in well-padded cases and boxes anyway or they would have been destroyed. As it is I haven’t had chance to check all the lenses so who knows but I didn’t insure all of the cameras and lenses so that is my own bad luck.

In one of the drawers of the desk there was a box of drawing pins for a pinboard – this wasn't wrapped or secured in any way either and when I unwrapped the desk I discovered drawing pins all over the place as the box had come open, and the drawing pins were stuck into all sorts of places both inside and outside of the desk and had to be carefully removed and pulled out of the wood of the desk inside, outside, in drawers, under drawers, in other items in the drawers etc. Both myself and the guy from King and Wilson, the shipping partner in Australia, both got stuck a few times with the drawing pins and had a few injuries here and there, so the desk also has blood on it in places.

No bubble wrap or proper protective wrapping of that nature was used at all, with only paper being used to wrap any of those items that were actually wrapped - like an adaptor, because apparently that is very fragile and needs more protection than a glass vase. This is probably why my television was damaged as it was wrapped only in paper with no bubble wrap or protection of that type.

Many items that should have been easy to pack and place securely in a box, such as books and a square toaster, were thrown into boxes at odd angles and without any care whatsoever. Many books were clearly thrown into the boxes at strange angles, partly open, and have had the spines and covers damaged and torn. Books are not hard to pack! They are rectangular, solid and can easily be stacked. Likewise with the toaster that was packed at a random angle in the box, had clearly just been tossed into the box and was crushed as a consequence. My cutlery was thrown into the bottom of a box with no care or wrapping at all, my work suits and jackets, that I asked to be put in a hanging box, were shoved down the side of a box with a laundry rack and have cost me a small fortune to get dry-cleaned and sorted out as they were so creased and graunched! There are numerous items that are dented and damaged such as my microwave, my dyson is badly scratched and there is a dent in my Nutribullet. A Nutribullet is basically solid steel so to put a dent in it takes some determination.

I followed the process to put through an insurance claim on many of the items, but there are items that I have not claimed for as they still seem to work and the aesthetic of the items is not important – this includes my microwave, my dyson, my Nutribullet, the damaged books etc. Also, frankly, I don't need the hassle of
dealing with so many delays and back and forth for even more items so I let it go on those items. The insured value of the items I am claiming for is £4405.

I have moved with my desk and a few other wooden furniture items 4 times and they have been maintained in pristine condition without any damage whatsoever, including an international move, but with this move they have been scratched and dented and chipped on all sides. I have never had such bad service and such a bad experience with any move I have made, and I have moved countries 4 times and moved cities within a country 3 times.

Many of the boxes were only half full, or just filled up with paper while a few small items were put in the bottom, for example 4 books, a couple of DVDs, a yoga mat, a hockey stick and a small empty cardboard box (?!) in a double volume box that could hold three times as much space - so I PAID TO SHIP EMPTY SPACE! A lot of empty space!
I also found about 12 almost finished rolls of packaging tape thrown in the boxes as apparently the packers couldn't be bothered to dispose of them appropriately, as well as an empty coke can, empty chips packets and a number of used straws. I also paid to ship actual trash!

I decided to get insurance to give me peace of mind and in the unlikely event of some kind of problem with the actual shipping. I wasn't expecting the packing to be the reason I needed it!
On Fri 10th November, the day after my shipment had arrived and I had managed to look through most of the packing, I first notified Anglo Pacific that many of the items in my shipment were damaged and I would like to lodge an insurance claim. At the time I said, in my email to Juliette Horsnell:
"I received my shipment from London to Sydney yesterday, 9th November 2017, and I am extremely unhappy and angry.
.. my items have clearly been packed very badly and there are multiple issues and damages to my things. I will be sending you a more comprehensive email with a full list of items that have been damaged and how, pictures of the damages, and with the issues in terms of how badly everything has been packed just generally."

It is now over 4 MONTHS LATER! And it is nearly 7 months after my belongings were collecting and I am having to haggle over the replacement and repair of items that it was the responsibility of Anglo Pacific to pack with care and professionalism. And for which I paid insurance. This is not my fault or my responsibility. It is the responsibility of Anglo Pacific to sort this out and settle my claim appropriately and timeously, which is certainly not the case.

The order of events for making my claim
have been as follows:

Friday 10th November – I informed Juliette Horsnell of the damage, that I am unhappy and that I needed to file an insurance claim.
Sat 11th November – Juliette Horsnell informed the Claims Department that I would like to make a claim and said I could expect a response in 7 working days.
Tues 21st November – 7 working days since the request for forms and nothing received so I emailed again asking for the forms.
Thurs 23rd November – Juliette Horsnell asked the Claims Department to respond to my email and send the form
Thurs 23rd November – Claims forms sent to me (13 days after I notified them of the damage).
Sunday 26th November – Claims forms submitted with full supporting receipts, photographs of damage and packaging and examples of replacement items and their costs.
Weds 6th December – Kellie Fernandez from Claims Departments acknowledged receipt of claim and supporting images. (10 days after I submitted my claim).
Mon 18th December – I sent a follow up email to find out what the progress was and giving a time line of events (no reply was received).
Fri 5th January – I received an email thanking me for my claim form this time from someone called Fiona Goulder. I was informed a preliminary review had been conducted and asked for some information, including a quotation for the repair of the furniture and the mattress from a restorer.
Fri 5th January – I provided answers to those question I could answer and notified Ms Goulder that I had been in touch with a number of repair companies to get quotes.
Thurs 11th January – Ms Goulder thanked me for my response and said she looked forward to receiving the quote.
Weds 31st January – I informed Ms Goulder I had asked for quotes from 3 or 4 companies but was still waiting to receive responses or quotes. I received no response to this email. (I found it incredibly difficult to find companies willing to provide quotes as they weren’t comfortable with quoting on an insurance claim and it took multiple emails and phone calls to find a company willing to do it).
Thurs 8th February – I forwarded an email to Ms Goulder a company agreed to provide a quote but that there would be a $176 quote fee. I asked if this would be covered under the claim. No response was received.
Weds 14th February – I sent an email to Ms Goulder asking if I could proceed with the quote or not.
Thurs 15th February – Ms Goulder responded that I could go ahead with the quote.
Friday 2nd March – I sent Ms Goulder the repair quote and the card statement for the $176 fee.
Friday 9th March – Ms Goulder told me I could receive settlement in one of two ways. Total insured value and surrendering all items as salvage or Cash compensation of 20% of the insured amount if I wish to retain any items.
Friday 9th March – I informed Ms Goulder than I am happy to take the full insured amount for most of the items and will happily surrender them but that a few of the items (desk, bedside table and table lamp) have sentimental value so I am not happy to surrender them and am most unhappy to received 20% of the insured value as it will not even come close to covering the repair cost.
Wednesday 14th March – Ms Goulder informed me that if I wish to keep some items I must “forward an alternative written quotation for the repair of the items. Please note that the restoration cost will need to be less than the insurance values you have provided.”
Wednesday 14th March – I emailed a response to Ms Goulder much like this review. I also said that I have no control over the amount quoted to restore my furniture and I can't make someone give me a quote below the insured value. To even try do so would constitute fraud. I also said had already been in contact with multiple companies, had struggled to get even one quote, that I don't think there are any companies I haven't already been in touch with. No response was received.
Thursday 22nd March – I email the claims and customer service departments a similar but slightly more detailed version of
the email I sent on 14th March, cc'ing Fiona Goulder and Juliette Horsnell.
Friday 23 March - I received a rude, unhelpful and unacceptable response from Fiona Goulder essentailly telling me that I am wrong, I am responsible for the delays and asking for a photograph of the label on the mattress. It also said:
"If you wish to pursue your complaint regarding the packing standard, please contact your move coordinator directly as this does not fall within the remit of your insurance policy". WTF?!?!?
Because the fact that she works for Anglo Pacific dealing with insurance claims means she isn't supposed to help me or take into account the exact reason that I am making the claim!?!?! Or that she is somehow responsible for providing decent customer service and resolving my issues?!?!?!?

Now here I am 7 months after my belongings were collecting haggling over the replacement and repair of items that it was the responsibility of Anglo Pacific to pack with care and professionalism. And for which I paid insurance. This is not my fault or my responsibility. It is the responsibility of Anglo Pacific to sort this out and settle my claim appropriately and timeously, which is certainly not the case right now.

To add insult to injury Baxendale Insurance Company, the insurance underwriters I assume, will deduct an excess of 1% of the total value declared on my proposal form, with a minimum deduction of £50 and a maximum deduction of £200 upon settlement of my claim. So basically £200.

I am beyond fed up, exasperated and, frankly worn out with this whole damn process and I could not be more upset or angry with a company than I am with Anglo Pacfic PLC.

STAY AS FAR AWAY FROM THEM AS POSSIBLE AND DEFINITELY DO NOT USE THEM TO MOVE ANYTHING!!

Service cost: £2744

Paid for crates to pack delicate good and valuables. They did not supply them and some goods were damaged.
The labels on all boxes had the wrong name on them all. These were done at the UK end.
Very slow in responding to complaints and claims.
Very nice people, but poor service with unacceptable excuses.

This site does not have enough towns/cities or countries to complete properly - ridiculous New Zealand or Chertsey are not even mentioned in drop-down boxes?

Service cost: £5200

1.       They broke our fragile wine glasses by not putting protective packing around each glass.  I attempted to make a claim under their £40 per item, but was sent an insurance claim form.  Because of the excess we wouldn’t be able to claim.  By this stage I’d read the reviews, so knew claiming was next to useless! 2.       After I told them to quote me to the 25 floor, we had to pay extra to have the goods taken a little further than a house front door to the goods lift.  Even though it was easier (no steps and not even a curb) than taking the items up to a first floor which they include for free!  Mind you, a very good friend of mine who had moved a month before us using exactly the same companies wasn’t charge any extra to go up to a 5th floor. 3.       We had to chase them to ship our car from London - which was finally sent about 6 weeks after they said it would be.  They told us not to pack anything in the car, so it could pass through customs quicker.  But when I finally got the car home I opened the hatch back to find 2 boxes belonging to 2 different people - this must've delayed customs.  But we obviously paid to ship our own items which we could have put in our car - whilst Anglo Pacific avoided paying shipping costs on the 2 items which shouldn't have been in our car!  I even found a note in our car stating there were 2 boxes in the boot.  I hope the strangers items we got with the car weren't of sentimental value. I wish we had read reviews before we shipped - very silly us. I really hope they go out of business!

Service cost: £2500

I can hardly express my dismay when I opened the last of my boxes in NYC only to realize that my most valuable items and most of my pricey kitchenware was missing. What makes matters worse is that I did NOT choose AngloPacific. I had hired Schumacher Cargo Logistic from the USA because of their immaculate record and my very satisfactory past experience with them. As it turned out, Schumacher PARTNERED with AngloPacific and I had no say in the matter.  We had 2 pick-ups scheduled for the day: my flat in Central London and my storage unit in Staples Corner near Cricklewood. The guys from AngloPacific arrived late, so they only packed my little flat. They seemed nice and one of the men had me PRE-SIGN loads of blank forms telling me that they were going to collect my property from the storage and then repackage everything at their warehouse. I did NOT see what they did. They work under the cover of their warehouse and the fact that they MUST repackage your items because of their insurance and customs clearance. Thinking they were good people b/c they had been contracted by Schumacher, I went along with it. HUGE MISTAKE.  When I complained to Schumacher here in NY, they refered me to AngloPacific in London. The girl in charge of finding my missing items does not give me updates despite my emails requesting them. How difficult can it be to locate the two crooks on their payroll that laid their hands on my stuff??  Because their guys had me pre-sign the blank pages, I cannot claim compensation through the insurance. I'm fuming because: 1. They got paid to move me. 2. On top of that, they denied me my rights through trickery by having me pre-sign blank documents, and 3. my property in THEIR custody DISAPPEARED. CONCLUSION: they stole from me. No, I am NOT a happy camper. If they don't make a genuine effort to find and return my belongings soon, I will go to the UK consulate in NYC and I will file a police report for stolen property through them. So help me God. .

Service cost: $5000