I have mixed feelings about my experience with Matthew James.
While they were generally very nice and that things went generally ok, the staff didn't strike me as particularly careful with our things, quite the contrary actually, and not surprisingly some damage was done, that I believe could have been avoided. On the pick up side, they totally ruined our stairs with chipped paint and black smears all over them and dents in the walls. One of the guys let a huge box slide on the stairs scrapping all the paint back to bare wood and I had to spend time painting it all over again while I had to deal with the move. While I had taken time to label properly fragile boxes with extra instructions like "this side up", this was ignored and boxes where picked up upside down (I'll come back to that). I had left the picture frames to be packed by them as instructed and here again, a vintage frame was badly handled, fell on the floor and broke. Some of the furniture was left unwrapped in the street, one of the guy sat in my expensive office chair in the street while waiting to lift it up in the truck and an other sat on my scooter. While this isn't terrible things, it just demonstrates the general carelessness for clients property. It was also quite painful to see our Imac boxes being thrown carelessly onto the truck... When my partner asked one of the guys to be more careful with her plants, she was met with quite an agressive reaction from one of the guys.
Upon delivery, it was better, the guys were nice and careful, but a lot of hassle occurred because of the company's poor planning. Our house was a bit hard to get to, so I had pay an extra £540 pounds (a lot more than if I had booked it myself) to book a shuttle so the huge truck wouldn't have to come on the small country roads and could park down the village 5 minutes away. The day before I receive a call from the driver explaining me that they had to hire a van 40 minutes away and that only one of them could drive! So he asked if I could come pick them up and do the taxi so the truck could be brought closer meaning I would have had to drive back and forth eight times that day while I had to deal with receiving my things, checking them, etc. Not counting the price of gas... When I complained to the company about it saying I paid for the shuttle and asked why they would send a guy who could not drive, they told me I shouldn't worry about it and that it would be sorted out. The next day, I realized it wasn't and the poor guys had to do four loads with two hours drive in between them! I felt so bad for them and it took them all day to deliver our things. Just because the company couldn't sort it out properly. My scooter's mirrors were removed and the drivers were not told where they had been left. The next day we have to drive an hour away to collect them as they were left in the truck without them knowing. Again, bad organisation and bad communication that impacted their staff...and us.Upon inspection a lot of our things had few marks or dents on them which wasn't surprising after seeing how they were handled. For the money paid, which isn't cheap, I was expecting a better level of service, to be honest.
When I complained about it all, I was refunded £200 which, to their credit, they didn't have to. But at some point the boss sort of argued that my international move was complicated, hence all these problems. While I totally agree that an international move is complicated, this is also why we pay a lot of money to hire a company that specializes in these and I found this very strange to give me this as an excuse. Once the refund had been settled, the boss then bluntly asked me for a positive review and it really felt like he was buying his review. Reviews are important to me as a customer and I will chose a company based on them and real experiences, so I believe I have to leave in turn reviews based on my actual experience, which is what I'm doing right now. Two days later, I finally unpack the box with my vintage turntable in it, the one that had been handled the wrong way despite the written instructions. And sure enough, the lid, that had been replaced two month earlier, was broken. When I raised it, this was simply ignored which they were within their right to do. And I am now using my right to write an honest and detailed review and I'm afraid that, based on my experience, I can not recommend Matthew James, nor will I use this company ever again.