Extremely Disappointing Experience – Lack of Communication and Accountability I chose Pickfords to handle the international shipment of my L-shaped leather sofa and glass coffee table from the UK to the US because of the company’s long-standing reputation and positive reviews. Unfortunately, my personal experience has been incredibly disappointing and frustrating. The items arrived damaged, the glass top of the coffee table was shattered, the leather sofa was scuffed and scratched, and one of its legs was broken with the connecting pin bent. I had paid for insurance through Pickfords, and I promptly provided detailed photo and video evidence of the damage. I even hired someone at additional cost to unbox and record the condition of the items. Despite my efforts and timely communication, the company has now stopped responding altogether. My last update to Pickfords was on July 28, 2025, when I informed them that I needed to replace the glass top. Since then, there has been complete silence — no guidance on how to file a formal claim, no apology, and no effort to resolve the issue. This lack of follow-through is unacceptable for a company of this calibre. Customers should not have to chase down service providers for accountability, especially when insurance has been paid for and valid evidence has been submitted. I would urge potential customers to proceed with caution and reconsider before entrusting Pickfords with valuable and irreplaceable items. A positive track record means little if the company does not stand by its promises or assist clients when things go wrong.