10 Oct 2026 · MoveAdvisor
2.0 out of 52.0
We hired EuroUSA to ship our household goods (approximately 200 cu - a "lift van") from Hawaii to Portugal. Our belongings ultimately arrived safely, about two weeks later than expected, but the tracking, communication, and delivery expectations were handled poorly.
My biggest issue was accountability and repeated false reassurance about the status of our shipment. When I asked for updates, I was repeatedly told delivery was still on track for 8-10 weeks from pickup and that "all is well." I later learned there had been a delay that could have been communicated much earlier.
When our shipment arrived in Rotterdam, the destination agent then told us delivery might take several additional weeks, which we had not anticipated. We adjusted our expectations accordingly, only to be surprised a short time later by a call telling us our shipment would be delivered within a couple of days. We were certainly pleased to receive it sooner, but the constantly shifting information added unnecessary uncertainty and frustration.
This was sold as a door-to-door international move, and I expected EuroUSA to take responsibility for managing it. Instead, I often felt I was getting reassurance and lip service while timelines shifted, questions went unanswered, and responsibility was pushed elsewhere.
After paying nearly $10,000 for door-to-door, "all-in" service, including a roughly $2,500 increase after our move had to be rescheduled and EuroUSA cited higher fuel, shipping, and summer-season costs, the destination agent imposed an additional €100.80 "emergency fuel surcharge" once our goods arrived in Europe. It wasn't a large amount, but after all the shifting timelines and false reassurances, it became a matter of principle.
I challenged the charge directly with EuroUSA and asked them to step in. They did not resolve it, so I paid it to avoid risking further delivery delays.
I eventually filed a complaint with the Federal Maritime Commission after EuroUSA refused to reimburse us for the destination agent's charge. EuroUSA ultimately stopped responding to my emails after I respectfully requested a management review of my concerns. Only after the FMC intervened did EuroUSA acknowledge that the charge was not consistent with our agreement and reimburse me. The refund was issued without any direct acknowledgement or explanation from EuroUSA.
Throughout this process, I believe my communications with EuroUSA were respectful and reasonable. I was especially disappointed that my request for a management review went unanswered and basically ignored.
Our shipment arrived, but the overall experience left me feeling that EuroUSA accepted very little accountability for the frustration and uncertainty we experienced along the way.
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