Matthew James Removals & Storage Reviews Summary

Customer Service

Pros:

• "The communication with the team was good, they provided all the assistance and they respected all the timeline of the move, from the pick-up dates and the delivery ones."
• "From first dealings with the company they were responsive and professional."
• "The office staff were very reassuring pre- move and so helpful."
• "Max was brilliant from initial email enquiry to final follow up, checking if it all went smoothly."
• "Our office contact, Raj, couldn't have been more helpful, understanding, good humoured and professional."
• "The initial quotation was dealt with by Sandie who was friendly, professional and extremely approachable."
• "I found all staff at Matthew James to be helpful and efficient."

Cons:

• "Unprofessional and spotty communication even in the beginning but after the delivery was complete and we still had questions they simply decided to ghost us."
• "The customer service and communication is truly awful."
• "The booking and operations staff were shambolic at very best, easily the worst removal company I have ever used."
• "Appalling experience and I warn anyone not to pay these exorbitant prices for a complete disregard for customers and absolute lack of care."
• "The EXTREME patronising conversations with customer service when I complained."
• "No empathy at all, stubborn in their attitudes, not practical at all and most of all vague in their answers."
• "I'm so disappointed with dealing with such unprofessional, arrogant staff."

Packing and Handling

Pros:

• "Our furniture and personal possessions were packed to an excellent standard."
• "Everything was wrapped and packed with special care, each and every single item arrived without any damage."
• "The team (Russell, Scott, Lloyd and Brandon) were friendly, polite and helpful, and took real care with all our possessions."
• "Large framed art and pictures, TVs and furniture were packed with care."
• "The packing materials provided are super high quality."
• "They were consummate professionals, collecting, tagging and packing everything up in London and then delivering it 3 weeks later to our home in Madrid."
• "The packers were very courteous and prompt."

Cons:

• "Secondly, one of my books has been teared always during the transport and, after unboxing the items, I realised that it should have been packed with more care by the crew."
• "The boxes were smashed and many items were broken or lost."
• "The UK move was a nightmare - things were broken, fridge dinted in a number of places."
• "Some of the furniture were left unwrapped in the street."
• "They even used our dryer (a brand new Miele) as storage for wallpaper and metal rods."
• "The movers decided to randomly leave some of our belongings in the apartment for which we now have to arrange additional postage."
• "Firstly, I have an electric scooter and it was damaged during the transport."

Professionalism

Pros:

• "The team of Martin, Dean and Tony made the day so much more bearable through their professionalism and expertise."
• "Matthew James is on top of their game! They packed us up in London, stored all of our worldly goods for months, and delivered everything to our new home in Portugal with a smile."
• "Extremely professional company. Good communication throughout, and staff are very friendly and courteous."
• "The staff arrived early and were very efficient and professional."
• "Crew worked incredibly hard at both ends of our move (Oxford to South of France), and took great care of our property."
• "Every single person we had contact with from Matthew James was extremely nice, professional and efficient!"
• "They were professional, polite, courteous, diligent with the packing and worked so very hard."

Cons:

• "Would not recommend if you need your things in less than 2 months of pick up to delivery (UK to Europe)."
• "Matthew James made our move from the UK to Spain very complicated in terms of required paperwork."
• "Relocating to another country with your family is one of the most stressful situations you can go through. We made one of the worst mistakes of our lives in hiring Mathew James removals."
• "Also lack of attention to detail, they picked up parts of garden furniture that we asked to leave in London, they forgot to pack a set of wine glasses and some other minor things."
• "Check check and check again how long your items are covered by the MJR insurance."
• "We still need help with the customs clearance which a spectacularly inept partner of theirs (FILIDS Sarl) arranged and Matthew James refuses to communicate at all!"
• "Their boss Mat is just as bad. Awful human beings!!!"

Value for Money

Pros:

• "Prices are very reasonable as well and all teams I met really lovely."
• "The price was very competitive."
• "For the quality of service, the number of people and the logistics involved, it was excellent value for money."
• "The price was extremely reasonable."
• "Absolutely recommended, they provide a very high standard of service and to my mind, great value for money."
• "Really good price for the quality of the service."
• "Matthew James price is also very comparable with the other big removal companies."

Cons:

• "Definitely not worth 10k."
• "Highly disappointed in this DEDICATED service that cost us £ 9,300 and basically taking 1 and a half months now… as the boxes are still there…"
• "Have been sent an additional invoice for £600 for 'storage' by which they mean the extra time it took them to deliver my goods from Spain to UK."
• "Terrible experience using this company for moving from London to Switzerland, even though we opted for the most expensive package."
• "The cost of this move was £5835. They will tell you what you want to hear to secure a sale."
• "They rely on small print to charge extra."
• "We lost time and money (admin and agent fees) with Matthew James."

Reliability

Pros:

• "We opted for the Gold service which was probably the best decision we’d made throughout the move process, as the crew packed absolutely everything."
• "Another team of movers delivered my goods in a very remote area of France 10 days later and were also very quick and professional."
• "Responsive removal company which moved our belongings from Spain to The Netherlands."
• "Matthew James provided an excellent service when they performed my UK move, everything about it was 5 star from the surveying to the moving."
• "Using Matthew James means there's no chance of your move being subcontracted to less-reliable third parties."
• "Nothing broken, nothing lost - amazing detail-oriented service with excellent communication the entire time."
• "The service provided by MJ Removals was efficient, polite and punctual every step along the way."

Cons:

• "Will NEVER use again."
• "First off, they gave us a delivery window of two days, which wasn't kept."
• "The much bigger issue however was that several boxes didn't get delivered (all our plates, bowls and mugs)!"
• "Much much longer delivery time than initially indicated."
• "On 4th August we contacted Matthew James to arrange delivery but were met with constant delays never really being given a truthful answer about a delivery date."
• "We took pictures and after the so-called investigation we were told (a) that we must have made up the pictures; (b) there would be no compensation."
• "Do not use this company under any circumstances."