Gosselin Group

The worst movers I ever had! First day of the move they didn’t show up and if we didn’t try to find out what happened we still would have been waiting! And under discussions they still think they are right! We moved from France to Belgium, quite close! Packaging already used in another move, people form gosselin Belgium not professional at all, always taking breaks to smoke, not very collaborative! So it was a nightmare from the since beginning until now we are still claiming this!

Move size: Office Move Service cost: €200000

A scam of a company. I was charged more than 2000 euros for a simple job moving my personal effects (no furniture) from my one-bedroom apartment in the Netherlands to my new home in the UK. Gosselin advertises itself as an all-inclusive moving service with its own employees, but it turns out - and I only learnt this on the day of my move - that the company is merely a broker.

I was told by Gosselin that my belongings would be delivered in 1 to 3 weeks. Delivery took 5 weeks. When my items arrived, almost every piece of glassware was shattered and my shoes ruined. I have seen infants pack up homes more logically than the movers sent by Gosselin to my home in Utrecht. Fragile, highly valuable, and personal glassware (that I asked the movers to handle with care) was packed in single, thin layers of paper, crammed into the tops of flimsy boxes. What's more, Gosselin's UK delivery partner, GB Liners, refused to unpack my boxes on delivery, a service that I had paid for as part of my €2500+ move. They simply dumped the boxes and left, and didn't even bother collecting the boxes for over a week. It is now six weeks since my belongings were collected from NL and I am still living with boxes and packing materials all around me, in an apartment that I can't yet fully set up.

Gosselin's customer service staff are also abysmal. They claim that personal moves are each allocated a dedicated "moving coordinator." My coordinator, Dominique, didn't even bother answering her phone on the day of my collection, when the movers failed to show up for 6+ hours over the time I was initially given. I was later handed off to another moving coordinator who changed the dates of my delivery more than three times.

Once I made a complaint about my experience, my case was passed on to Gosselin's customer service team leader, Anika, whose approach to customer service is to shout customers down, backchat, and to be as disrespectful as possible.Anika conceded that Gosselin had failed to provide me with an acceptable level of customer service and that my items should have been unpacked on delivery. But in writing, she systematically decimated my complaints and told me she had decided to "dismiss" my claims because of a lack of evidence.

I have never been treated with as much disrespect as I have been by Gosselin's employees and contractors. I have hired a lawyer and am taking Gosselin to court for violation of contract. And my advice to any other expats making an international move: choose just about any other company you can find.

Move size: Partial Move Service cost: €2500

I found the website of Gosselin Group on google. I filled in a standard form to receive quotations of several moving companies. Gosselin Group was not the less expensive one but they offered a service of packing and dissassembly and assembly of your furniture at delivery. Since I filled in a standard form where you had to select the type of furniture you have and an estimate of your boxes, I asked the Gosselin Group to send a representative to confirm the right amount of m3 in order to have no surprises. A very nice representative came by and confirmed that I should foresee 3 m3 extra than the 7 m3 that were calculated automatically after filling out the form. I asked him twice if he was sure this was the right amount because I did not want any surprises since a move like this is very expensive. He reassured me this would be enough. The representative confirmed that the delivery date would be a maximum of 6 weeks. The movers came at the date we agreed. They packed all the material and disassembled all the furniture. When they finished packing they informed me that it would be 4 m3 more than was foreseen. They tell you of course when everything is packed. Telling them that you do not agree seems impossible at that moment. When I discussed this with my contact he told me that I probably bought new stuff between the time of the quotation and the pick up. I told him that I was moving to Canada and that the euro is worth more than the canadian dollar therefore it would have been more advantageous to buy new things once I arrived in Canada. He practically called me a liar. Once the furniture was picked up. I had no news. I assumed that my belongings were shipped. After a few weeks I contacted Gosselin Group and they told me that my belongings still did not leave Belgium. They were waiting for another shipment since I did not have a full container. Again for several weeks I did not have any news. During the holiday period I tried to contact them again. No answer. Finally after two months someone contacted me to apologise and to tell me the person who was responsible for my file did not follow up properly and that my belongings were still in Belgium. They paid for a full container and sent my stuff immediately. They finally arrived after three months. During these three months I had to sleep on a inflatable mattress, buy new clothes, towels,.. The Gosselin Group offered me a reimbursement that did not even cover my expenses. The movers were very professional. They reassembled my furniture. Until they unwrapped my closet. the back of the closet was completely damaged. The movers in Belgium pulled the back out without removing the nails. The whole back was damaged. The rails in metal on the front were folded and the wood was damaged. They were not able to reassemble the closet. They told me that ikea furniture was difficult to move. This was never discussed when I decided to ship my belongings with Gosselin. When they offer their services they pretend everything is easy. When you decide to move your belongings to another country do not take Ikea furniture, calculate the m3 yourself, do not trust the moving company and do not believe it only takes 6 weeks and whatever you do, do not use Gosselin Group.

Service cost: €5500

It was by far the worst service I have ever experienced with a moving company. I wish that I have seen Nathalie's review. I advice anyone thinking about using this company to check and recheck everything. Make sure that you are sure of the weight so that you are not overcharged, double check the price, double check everything. Read the terms and conditions more than once and ask questions before signing anything. In the end, they even lost one of my boxes with my law books among other things. Do not use this company but if you do decide to do, double double check everything.

Service cost: €400

Horrendous. NEVER work with them, or Baggage Hub/TNT who they seem to subcontract with. We ordered a baggage transport service from Gosselin but it was Baggage Hub and TNT who was working somehow in tandem (or sub-contracting for) "Gosselin." To start, it took 3, very inconveniencing tries just to get them to offer a reliable, timely pick up our 14 labelled/locked softside bags in Paris (claiming they tried calling but "it was an American number" and so they couldn't (wouldn't) reach us)..Then, on arrival they were not equipped to wrap the bags in secure plastic wrapping (we had payed extra for the service) and they did not put on/attach proper labels/tracking/receipts at pickup site (and no plastic on anything when bags FINALLY did arrive)..THEN they held our bags hostage in their EU warehouse (UK or EU, not sure)-- they had given us an emailed quote with all the particulars based on correct weights/sizes once we were packed, and once our bags got in their warehouse system, Gosselin re-quoted us TWICE the shipping cost! Customer service was a joke; when 2 bags did not make it, we made, many multiple calls to Gosselin customer service (finding they were using TNT/Baggage Hub as subcontractors to transport within Europe to the UK) to check on status).."we're working on this, we will call you back" and there was never, NEVER, EVER a call back, not even just to follow up! The computerized tracking also a joke; never updated with latest status. The ONLY reason we had all our bags back FINALLY (six weeks later; four weeks late) was that FEDEX in the USA (apparently another subcontractor in the process) offered amazing, excellent service and our bags were found ONLY because we had labelled all our bags with OUR OWN name/phone number on OUR OWN labels. We received a call from Fedex customer service stating they had found our stray bags with our labels on and no other tracking (from Baggage Hub, TNT, Gosselin or otherwise). God bless FedEX. The one amazing thing here in the process is that of all those bags, there was absolutely nothing stolen from them in the whole convoluted process. It was just extremely frustrating/not a good value for money. It would have been easier/cheaper/less stress to simply have shipped them in cargo via Air France or another airline.

Move size: Partial Move Service cost: $2300

Avoid Gosselin at all costs. We had a terrible experience with them moving from Moscow to London this past summer:
1) They delivered the shipment with a big delay because they didn't have any trucks coming from their Antwerp depot to London for several weeks!
2) They lost two of our boxes and didn't have a clue how and where (although all boxes had barcodes). They paid 100 EUR compensation (claiming this was out of courtesy because we hadn't purchased any additional insurance)!
3) They reneged on our door-to-door agreement which included full destination services with direct delivery from Antwerp to London and asked for additional payment for in/out warehouse handling and shuttle service in London. When I questioned these charges, the particular move coordinator in charge of our move answered that it was not possible to book groupage truck with direct delivery, although this was exactly how I had agreed with their Moscow sales manager for the Antwerp-London segment. After my repeated questions, the Moscow sales manager said: "During our detailed conversation I mentioned to offer you a direct and groupage delivery, however, shuttle services in London for both options were excluded and I stated to keep those surcharges in mind as we can’t tell whether a direct delivery to the residence will be possible or not. Also, those charges were excluded in order to be on the same price level with the competitors as they would not include shuttle services in destination part." and in a second email: "I can reassure you that usually direct delivery is never included in the offer in moving industry, especially, when destination address is not known. I urged you to expect this cost and it was never a hidden information."
Make your own judgement on the last point, but my interpretation is that they openly lied to us to get us to sign an agreement with them.

Move size: 2 Bedroom Home Service cost: €3570

I had 62 boxes moved from Turkey to Antwerp by a Turkish moving company who handled everything neatly. My stuff then arrived at the port of Antwerp and was picked up by GOSSELIN, all my 62 boxes were checked-in the warehouse and this was also confirmed by GOSSELIN. Once on delivery, the crew told me that all 62 boxes have been counted and delivered. A big lie because no 62 boxes had arrived, but 60. They then blamed the Turkish company, while it was confirmed by themselves that all boxes were delivered in Antwerp. Then they found 1 box but not the other. 1 box has been lost and they have indicated that probably the problem lies with the Turkish company. They did not gave any compensation. In short: first they lie, then they confirm several times that all my boxes have been picked up and checked-in the warehouse, and then blame another party who did not make a mistake. Extremely unprofessional, absolutely not recommended. A waste of your time and money!

Move size: Partial Move Service cost: €1500

Olivier Ravon gave me an estimation already in the mid of the Covid-period, later he raised the price with 42% telling that he would need different teams and different camions and virus tests on the way. I accepted it because I believed him, also it was something I couldn’t control before the moving only after. I was there when packing happened as well when the team arrived to the destination. Any of his arguments were not true: it was the same team, the same 2 mid-size camions and no test was done on the road. Despite this he refused to refund the 42% price difference. I don’t go to a legal procedure because it would cost me more money, but I want to warn everybody not to move with Gosselin Luxembourg-Olivier Raven if you want a correct partner.

Move size: Partial Move Service cost: €6750