Legend Removals

Reviews

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1. A

   Anna

   Source: RemovalReviews · Swindon, UK to Brussels

   23 Jan 20231-bedroomPaid £2,000

   Move from the UK to Belgium

   I was really happy with the move. Everything went smoothly and all goods arrived intact in Brussels. Good price point, too. Kirill Glukov was the sales operator who I communicated with. He is very professional, polite, and on top of everything. The driver was also friendly and helpful.

2. P

   Paul

   Source: RemovalReviews · London, UK to Paris

   10 Feb 2020Paid £3,100

   Relaxing move.

   We moved with Legend Removals, and really impressed. The team, organized her move perfectly and fast. They weren't late and helped her to pack the rest of the things. Even more, she got extra packaging for fragile porcelain cups. When she got her belongings in the new place, there were no damages. We are pleased. Thank you, guys!

3. S

   Steven W.

   Source: RemovalReviews · Vuadens

   20 Oct 2023Partial movePaid £2,500

   Switzerland to Hampshire.

   I chose Legend removals, because of their price offer. I have no regrets; the pick-up was on time in Switzerland and professionally handled. The delivery was made 3 days later in Hampshire in perfect order. The price was 3'500 cheaper than anything I could find in Switzerland. The communication was by email and WhatsApp, I Would have preferred by phone, but did not manage to get through. However, I would recommend them for their price/quality. I would use them again if needed for sure.

   Response from Legend Removals

   Dear Steven, Thank you for taking the time to share your experience with Legend Removals. We're thrilled to hear that your move from Switzerland to Hampshire went smoothly and that you were satisfied with our services. We understand your preference for communication via phone and apologize if you encountered any difficulties reaching us that way. We're continuously working to improve our communication channels to better serve our customers, and your feedback is invaluable in this regard. It's fantastic to know that you found our pricing competitive and the quality of our service commendable. We strive to offer the best value for our customers while maintaining high standards of professionalism and efficiency. We appreciate your recommendation and look forward to the opportunity to assist you with any future moves. Should you require our services again, please don't hesitate to reach out. Thank you once again for choosing Legend Removals, and we wish you all the best in your new home. Warm regards, Legend Removals Team

4. M

   Mark M.

   Source: RemovalReviews · London, UK to Brussels

   27 May 20242-bedroomPaid £6,500

   Over-promised and under-delivered

   I wanted to share the unfortunate and somewhat chaotic situation my wife and I endured when we were recently moved from the UK to Belgium with Legend. We booked and paid for a furniture lift (which is common when moving furniture in Brussels) through Legend, but when it turned up the operator said it had only been reserved for one hour, not nearly enough to offload two vans-worth of our stuff. I also paid nearly £1,000 extra to move an upright piano and specifically checked that the piano would go on the furniture lift, which I was assured by Legend it would. However, the lift operator said the lift that Legend had booked was unsuitable for a piano. It took three attempts in total (over 24 hours) to find a lift that would accommodate the piano, by which time our piano had gone to Holland and back, and even the operator for the 3rd lift was hesitant as it still was not the recommended lift for a piano, and only agreed after much persuasion from my wife. The movers themselves were great in the face of such adversity and poor planning, but one could see that it also really took its toll on them too. I wonder how long such a mediocre company will keep skilled and dedicated workers? The communication with Legend was great up until the moment I paid the money. However, continually Legend over-promised and under-delivered. They offered to book the parking space for the vans but didn't. We were told by them with one week to go that it was not possible. My wife managed to book it on the same day in one hour on the phone while she was in Poland. Additionally I had asked for clarification regarding some of the required documentation almost a month prior to our move, but only received an (unhelpful) response with less than one week to go. Our whole move would have been completely disastrous had my wife not be able to discuss all these issues and more with the operations team in Russian, and with the local people on the ground here in French. One expects any move to be expensive and stressful, but this felt like a DIY operation where Legend's internal communication was poor, and planning and foresight were not fit for purpose. If we had not intervened so proactively the whole experienced could have been disastrous rather than merely chaotic, annoying and frustrating. I think my review might have been tempered a little had there been any adequate response from the company when I raised my complaints. However, it seems that once Legend have your money and have completed the job, no matter how shabbily, they have little interest in either learning from their mistakes or providing even the barest of an apology to their long-suffering customers.

5. O

   Ome L.

   Source: RemovalReviews · Manchester, UK

   29 Aug 20264-bedroomPaid £1,783

   Absolutely useless. Avoid like the plague.

   We contracted them to move out belongings from Manchester, England to Slovakia. Some of the goods did not arrive. The driver was aware of this yet he did not make any mention when he dropped off the goods at the destination in Trencin, Slovakia. Since then it has been impossible to get hold of the company. Emails go unanswered. The 0800 number on their website disconnects. The sales agent Jack Burton stopped responding to my WhatsApp messages. I did get a reply from the delivery driver saying some of my goods had been stolen and I should go to Calais police station to file a claim for the stolen goods. Why is that my responsibility? It means that if everything had been stolen they would have washed their hands off and declared it my problem. They are a bunch of scammers. Do not use unless you don't mind if your property is stolen. In which case why bother. They are cheap for a reason.

6. M

   Martin J.

   Source: RemovalReviews · Windsor, UK to Zurich

   28 Mar 20241-bedroomPaid £2,000

   Amateur

   Just moved from the UK to Switzerland. OM pick up of goods from the UK the team came with no packing material and said packing isn't included. After almost 6 hours they then agreed it was a mistake and packing was included, lost awhile day but Pol/Paul the mover did a fantastic job Goods were to be delivered yesterday 26 March into Zurich, despite the agent Nick not confirming the day prior as requested the team drove to Switzerland. The border Co trolley took more than 5 hours (not their fault) so goods could not be delivered as planned yesterday as after 6pm, poor Alex the driver/agent had to stay somewhere overnight. Goods arrived 8am the next day (today) which is fine. But poor Alex said we don't unpack or take away the boxes and packing material (not his fault) The reason I booked the service of Legend was for door to door service, packing and unpacking The agent I'd been dealing with, Nick L. soon speaking to him (now two incidents..out and in...said Read your F...ing contract, so I helped Alex with the boxes and I unpacked E ery piece of communication with Legend, all emails expressly mentioned packing and unpacking and even having some boxes in advance and removal of packaging on delivery, Nick was nothing but unprepared, amateur and unprofessional, even asking me for documents a day before delivery which they already had. Thank goodness for his professional colleague Fidan and both agents Paul and Alex Date of experience: 28 March 2024 Edit

7. N

   Nicky P.

   Source: RemovalReviews

   15 Oct 20233-bedroomPaid £17,000

   A complete shambles. DO NOT USE, YOU WILL REGRET IT.

   Beyond awful. 5* for the seller, however not one thing they said is correct. They don't turn up when they say. Over 3/4 of my goods were broken, scratched dropped. New bedding came out of a box was filthy and covered in chewing gum. Antique furniture had chips, completely broken or legs missing. Arrived upwrapped just put in the back of 3.5 truck that barely looked road worthy. Having said it was coming in a 44 ton truck - really. They clearly use basic labourers. Left UK protected and arrived with none. Arrived in this one tiny van they had to do 5 trips from some warehouse? Failed to talk to anyone who could problem solve. They have caused tens of thousands pounds worth of damage and don't care. They were not cheap. I paid £7000.00 to ship a 3 bedroom cottage from Hampshire to Spain. Then billed me saying they needed an additional 10,000 euros, so paid it just to get my furniture. Having given them all the paperwork they said they needed, despite them keep on asking me for additional things, then 20 minutes later said £10,000. their mistake Very unprofessional, just beyond awful and so distressing.Don't be fooled. I also do not believe any positive review as with this company it is just not possible. It couldn't not have been worse in every aspect. Beyond terrible. Any other company or individual could do better even if it was their first time.

   Response from Legend Removals

   We're truly sorry to hear about your extremely disappointing experience with our services. Your feedback is deeply concerning, and we sincerely apologize for the numerous issues you encountered during your relocation from Hampshire to Spain. The level of service you described is completely unacceptable and falls far below the standards we strive to uphold at Legend Removals. We understand the importance of ensuring the safe and timely transport of your belongings, and it's clear that we failed to meet your expectations in every aspect. The damage to your goods, the lack of proper handling and protection, as well as the issues with communication and billing are all matters that we take very seriously. We deeply regret any distress or inconvenience caused as a result of our shortcomings. We assure you that we will thoroughly investigate the issues you raised and take immediate action to address them internally. Your feedback is invaluable to us as it helps us identify areas for improvement and prevent similar incidents from occurring in the future. Please accept our sincerest apologies for the distress and frustration you've experienced. If there's anything we can do to rectify the situation or address any outstanding concerns you may have, please don't hesitate to reach out to us directly. We are committed to making things right and restoring your trust in our company.

8. C

   Christopher Y.

   Source: RemovalReviews · La Chapelle-sur-Loire to Kettering, UK

   11 Oct 20234+ bedroomPaid £5,000

   LEGEND REMOVALS - AVOID!

   DO NOT USE. YOU WILL REGRET IT!. Great sales consultant gave confidence but things went rapidly downhill once I had signed and paid. Impossible to get them to answer the phone to answer simple questions like when will my items be collected. I stressed that I wanted direct delivery from pickup to delivery address. Legend insist on a 3 day window for pickup and say that delivery can take up to 10 days. when I questioned this I was told it was due to customs processes and beyond their control. The reality was that my goods went straight through customs but is still took 15 days for about 85% of my goods to arrive and a further 3 days for the remainder. Once they have your money and your goods you drop to the bottom of the priorities list and your precious p[possessions are dumped into some store so crews can go and pick up other poor unsuspecting victims goods!. Many expensive items were badly damaged through a lack of due care and attention to protecting the goods. THEY SIMPLY DO NOT CARE ABOUT PROTECTING YOUR ITEMS OR YOUR REQUIRED PICKUP AND DELIVERY DATES. Crews work excessive (probably illegal) hours and drive vehicles of a size that do not legally require tachographs so driving hours cannot be checked for regulation's compliance. Drivers are not allowed to use motorways in Europe because the company is too stingy to pay the tolls and drivers have to sleep in the van cabs! THIS IS A HIGHLY UNPROFESIONAL ORGANISATION WHICH HAS NO IDEA ABOUT CUSTOMER SERVICE. THEY JUST WANT YOUR MONEY. LOOK ELSEWHERE!!!!

   Response from Legend Removals

   We're truly sorry to hear about your disappointing experience with our services. Your feedback is deeply concerning, and we sincerely apologize for the numerous issues you encountered during your relocation. It's clear that we failed to meet your expectations in multiple aspects, and we understand the frustration and inconvenience this has caused you. We apologize for the difficulties you experienced in reaching us by phone and for any confusion regarding the pickup and delivery process. We understand the importance of clear communication and adherence to agreed-upon timelines, and it's disappointing to hear that we fell short in this regard. Regarding the handling of your belongings, we're deeply sorry for any damage that occurred during the transport process. Ensuring the safe and careful handling of your items is a top priority for us, and we regret any instances where this standard was not met. We take your feedback seriously and will investigate the issues you raised internally to prevent similar incidents from occurring in the future. Your satisfaction is important to us, and we apologize for any inconvenience or distress caused. Please accept our sincerest apologies once again.

9. M

   Maud B.

   Source: RemovalReviews · London, UK

   22 Jun 20231-bedroomPaid £3,178

   Terrible Customer Service

   Very unhappy with the service. - The Delivery from UK to France took longer than expected. - They were unable to provide me with a delivery date in advance for me to book a parking space. - They didn't wrap any of the furniture so most of it arrived damaged. - It was impossible to get someone on the phone after I had paid the quote to solve all the issues. - I was told the day before the delivery that I needed to find someone to help the driver carry the heavy items because there was only one person for EU deliveries which wasn't specified when I booked the service over the phone. - After receiving my damaged items, I raised a claim since I took the insurance and it's been 10 days and I still haven't heard back and no one is picking up the phone.

   Response from Legend Removals

   Thank you for sharing your feedback, and we sincerely apologize for the issues you encountered during your move from the UK to France. Your experience falls short of the high standards we aim to uphold at Legend Removals, and we deeply regret any inconvenience caused. We understand the frustration caused by the longer-than-expected delivery time, the lack of advance notice for booking parking, and the challenges in reaching us by phone. These are certainly areas where we need to improve our communication and coordination. Regarding the lack of furniture wrapping and the need for additional help with heavy items, we apologize for any confusion or inconvenience. We strive to provide clear communication about our services and procedures, and it's clear we fell short in this instance. As for your claim and the delay in response, this is unacceptable, and we apologize for the inconvenience caused. Rest assured, we will investigate the matter immediately and ensure a prompt resolution. Your feedback is invaluable to us as it helps us identify areas for improvement, and we are committed to taking the necessary steps to address these issues and prevent similar incidents in the future. Please accept our sincerest apologies once again, and if there's anything we can do to rectify the situation or assist you further, please don't hesitate to reach out to us directly. We appreciate your understanding and patience as we work to resolve these matters.

10. H

    Hither B.

    Source: RemovalReviews · Ashford, UK to Cannes

    9 May 20204-bedroomPaid £6,300

    Trading Standards Are Planning To Shut Them Down!

    This company has caused many violations to my delivery. I am reporting them to trading standards. I have a strong case to which we can gain financial compensation. Please contact me so we can gain further evidence to collate against them, and you can also get financial compensation. Email me at hitherbutler@gmail.com. Trading standards is aiming to get this company shut down so your Claims are needed as soon as possible. I look forward to hearing from you.

    Response from Legend Removals

    Dear Hither Butler, thank you for your review. We understand that you are not happy with the extra volume charges at the collection address in UK, however please note that we are trying to do all due diligence checks prior to the collection to ensure there are no surprises at the removal date. As the volume of the goods collected has increased we have informed you that the extra items can be moved subject to the extra charge. The rates can be found in the summary of your move dated April 29, 2020. At the same time we have never been advised about 60 metres walking distance at the delivery address. As per our quotation the walking distance from the removal vehicle to the residence of 20 meters is included. We understand that typically it might be extra 5-10 more meters of walking distance, but the drivers will never report to the office about them, as an extra 5-10 meters will not massively impact the labour time. However for the 2 full removal vehicles the 60 meters walking distance up and down the hills made an impact of the extra 1 day of labour. Therefore we have advised about the charges, that are outlined within the removal quotation. Since you disagreed to cover the charges for the extra walking distance we came to the compromise to make the delivery non-chargeable . We have also waived the charges for the first removal vehicle unloaded on Day 1. We are fully aware that, as a client there is an expectation of all inclusive removal service. We are providing the all inclusive service based on the discussed and agreed items lists / volumes / walking distances. We do calculate the costs on the known facts, unknown facts are not part of our quotation. If the extra services are required that were not part of the initial agreement ie extra goods to be moved, distance to walk, etc we may add the extra charges, as per our quote. In terms of the trading standards - we are the members of International Association of Movers, Move Assured and we are following the same policies and procedures, as other removal companies. We do not see the basis of the claims to be made against ourselves, nor the basis of the financial compensation. We have never received any correspondence from Trading Standards with regards to the proposition to shut down our company. We do operate from 2011 and have completed more than 8000+ household removals and have not heard that we have violated any standards. Thank you.