Baggage Hub Ltd. - Bracknell

ugra bitl

stole my stuff from boxes they kept at the warehouse for over 3 months, stole my most expensive silk dresses, the boxes were cut in half. they quoted me and promised they’ll pick up the items the next day. pick up happened almost 2 weeks later. they stated the boxes should be delivered within 2 weeks. the boxes arrived 3 months later. suitcases were missing. i kept having to “identify” them and when I received my stuff half of it was gone.

Izzy W

Baggage Hub started off great - good quote, easy to use the portal, great customer service, timely box delivery (and even sent an extra box when we asked for one). The issues started with pickup. I completed the inventory 24 hours before the scheduled collection which was my mistake (it needs to be a few days before but the only note I had on this was an email from them in Feb; there were no reminders). On the collection day, I didn’t receive any notification that my shipment would not be collected. I called that evening (Friday. We were leaving the country on Monday) and they said we had to transport our boxes to a friend’s house and they would be collected on Monday. Despite this promise, boxes were collected on Wednesday.

The boxes were then held for an unknown reason at the Baggage Hub warehouse for almost 7 weeks. I called weekly and received the same answer; that they were waiting for final weigh and measure. This was not due to shipping delays; the boxes were at the warehouse but not weighed and I didn’t receive the final invoice for 6 weeks. I also ended up paying several hundred euros more than my quoted price. I was desperate for my boxes to be shipped so I didn’t query the quote.

I have attached a picture at the warehouse of our boxes that was uploaded to my portal by Baggage Hub. These boxes had travelled within Ireland only. As you can see, the boxes at the back are misshapen and have burst open due to being crushed. Most of the boxes had been taped down the sides by Baggage Hub to repair damage and when I later pulled this tape off, the boxes had completely split down the sides. All the contents was jumbled up like it had been shoved back in. I’m amazed we didn’t lose anything and so grateful there was nothing breakable packed. The boxes supplied by Baggage Hub are clearly not sturdy enough as this was the state of them BEFORE the international shipping. My own packaged box survived better. When the boxes arrived to us, the state was barely any worse, so it was within the Baggage Hub warehouse that they sustained damage, NOT during the shipping with DHL.

Once the boxes were actually sent (via DHL) the shipping only took 5 days which was great.

I would not recommend this service as the boxes get completely destroyed in the warehouse. If you’re shipping anything remotely breakable, it will not survive. I sent an electric keyboard with them, wrapped in extreme layers of bubble wrap, with a tonne of fragile tape as seen in the picture, a special keyboard bag for travel, further padding and a cardboard box and one corner has been hit. It must have dropped a long way for this damage given how much packaging there was.

Overall, I think you’d be better off simply sending your boxes via a courier. DHL took 5 days to get my boxes from Ireland to France, and Baggage Hub delayed them for weeks and destroyed the boxes.

Alison Diehl

Nightmare from Europe to USA.
At the begining the communication was good but after the first deposit the nightmare began. Very bad communication, the team didn't answered the questions by email and it took a lot of time to get a response. For the pick up boxes day, they didn't registered the correct total number of boxes so TNT didn't know how many boxes they have to pick up. And finally the boxes arrived (only 9 of 11, so 2 boxes still missing) to USA damaged, oppened, wet and with missing personal stuff inside.

Alexander H

Fairly poor customer service and communication, I paid the first section of my invoice and one week later noticed that I needed to pay another lump sum due to difference in the estimate I gave in my quote and the actual volume of my shipment, which is fine.

However, the notification email they sent me to inform me of the outstanding payment was sent to my spam folder, as it was an email that they had not used to contact me before (most of the communication was conducted through a customer service representative's email). Nobody at Baggage hub contacted me for more than a week to ensure that I had received the notification and as a result my shipment sat in storage for 8 days. There was no follow up to ensure that I had received the notification from my personal representative at the company, which up to that point was the only source of communication.

It is not my responsibility to dig through my spam folder to find an email I didn't even know existed, it is the responsibility of the company to ensure their emails will not be picked up by spam filters and it is their responsibility to inform me in a timely manner that their are outstanding issues with the shipment. I am not omniscient. When a customer does not respond to a message it is safe to assume they did not receive it, and there should be follow up protocols in place - clearly there are not.

Following the payment of the outstanding amount, I am having to wait 5 days and counting before baggage hub even sends off my shipment. When expressing my concerns about this they just say "the shipment is being prepared".

Ellouise Allard

I am seeking others to contact me for class action legal claim. My name at g mail com

I can't even begin to describe the issues. We left the UK A YEAR ago. They were due to collect in August from our family. Didn't show for all 4 dates promises. So we cancelled. They turn up open the garage and take boxes without telling us. Track it down and we agreed to move forward. Weeks and weeks of being sent very different invoice from agreed amount, then threatened with destruction of items if we don't pay extra for storage because of length of time they had our things due to their error with invoice. We paid up, sent in all documents. 2 months later we check on status as thinking it should arrive soon, hasn't left the UK, We call and the customs form we filed wasn't right so they deleted it but never informed us. We ask for support on filing it out, email and call promise...never came. It's now been 4 months 11 emails 17 voicemails left. Sent to 12 different emails of people within the company. We still have no response, no support and no items.

I have a whole chain of proof and they have been given 7 says to respond before I seek legal action. I don't care about getting much of it but there are sentimental items from deceased relatives and every baby photo and report card and more I can never replace.

I just want them to take my things back to my parents home and we will ship it out bit by bit ourselves.

Monica Ackermann

Do not use this company! They customer service during the sales period will sell you the dream up until you've paid your quote which is when it all went down hill. They collected my belongings in January and tried to charge me additional for changed dimensions as the boxes were supplied by them and I hadn't changed the dimensions of the box - this was clearly incorrectly quoted or a sales tactic to lure potential customers with cheaper prices. Further to this they took months to resolve this (passing me on to a total of 7 staff once this saga was over) and finally once resolved, they wouldn't send my boxes to the final destination for a host of reasons - brexit, the fuel surcharge, the ukraine war. Since 4 months have gone past since the boxes were meant to arrive in Croatia I requested them to be returned to me so I could find another company to actually ship the items as Baggage hub clearly couldn't fulfil the order. They advised they could return it after numerous emails but that they would only give me 20% of my costs back. Absolutely joke seeing as the items had only made it to there factory where they sat for 5 months at no fault of my own. I had to threat to take them to court on both occasions of returning my boxes to me and returning my refund as this was the only way to get any action from Baggage Hub.

If you are having the same issue in the UK, please contact Citizens Advice as it only takes a couple minutes for them to advise you on your rights in this situation and they will also log a complaint with Fair Trading. It isn't right this company is running as is, and scamming people the way they are when moving to another country is already stressful enough without this hassle.

Evan Landy

We gave our baggage to baggage hub 40 days ago & as of yet we have had not one update, progression or assurance our belongings are safe or on our way to us. We have called and emailed every day for the past 4 weeks (more or less) and we have been either ignored or given lip service about "it'll be sent next week" with no evidence on the baggage hub system or by email. We may never see our stuff again and baggage hub are $2k better off for it. Abysmal customer service with not a single honest explanation of what has happened to our things. A disgraceful company which has cost US$2000 USD, hours of time emailing and calling, weeks of stress and possibly 6 boxes of precious belongings we may never see again.

Militant Guy

I've had some bad experiences with companies, but never bad enough to lead me to write a review.

Sent wrong size boxes, tried to charge me an extra £200 for their mistake, £90 to repackage a TV which was in its original packaging and £30 missing documentation fee, although I provided all documents. Took 2 weeks to get corrected invoice.

Poor communication, ignored calls/voicemail messages and emails. Never got back to me when promised. Shipment sat in a warehouse for 3 days, after I was told continually it would be "sent today" had to chase up several times. Shipment was from Manchester, UK to Dublin, shipment arrived a week late, although marked fragile - almost all of kitchenware arrived smashed, box had clearly been dropped.

On the original quote I mentioned shipping of a guitar would be required, driver arrived with nothing to pack with and proceeded to place guitar in front seat of his van. Guitar arrived damaged, with sticker glue all over.

Only positive, person I spoke to a few times, Guy was very polite and apologetic.

I work in construction so have relocated a number of times, never had any problems like this, this company has to be the worst, most unprofessional and incompetent I've used. The company I work for relocate around 100+ members of staff per year across Europe, many of my colleagues have also had bad experiences with them.