Anonymous
I needed a few items delivering from the UK to my house in Italy. The company were initially helpful. The cost quoted wads just under £900 on a shared delivery. I paid in full as soon as I received the invoice. My goods arrived at their warehouse and were waiting to be scheduled for delivery. After a week or so COVID-19 happened and the borders were closed leaving my goods stuck in their warehouse. I appreciate these events are outside of their control but they are also outside of mine. I incurred additional storage charges of over £300 - more than a third of the original quote. They showed no willingness to compromise on the fees and I had no choice but to pay up. Given the extraordinary circumstances I would expect a little more leniency and understanding. I also expected the communication from the payments department to be a little more empathetic. Eventually the actual delivery was good and the delivery staff did a great job. *** UPDATE *** I have recently been contacted by a member of Matthew James' customer care department by the name of Nicola. She was far more empathetic and actually took the time to discuss the matter with me. She was genuinely unhappy that this matter hadn't been brought to her attention earlier as she felt it could and should have been resolved straight away. She agreed with my presentation of the facts above and we agreed that given the extenuating circumstances of COVID it was fair and reasonable that we share the cost of the additional charges equally. Many thanks Nicola.
7 months ago
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Matthew James Global Relocations Ltd has a 4.89 average rating from 233 reviews

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