PACK & SEND Birmingham Hall Green

Never use this company!! Or just this branch (hall green, UK), extremely poor customer service. I needed to some some paintings to Ireland as a gift. After asking for a quote from Pack and send, they gave me a rough idea of cost, then had a representative call so we could speak further about the process. I put the value of the paintings at £2000, because after working on them so long I felt that was a fair evaluation, and if any damages were to incur I could have a bit of insurance (sales advisor said this was a good idea) Being aware of Brexit and shipping costs I spoke to someone who assured me that there’d be no customs or VAT costs, I asked him a second time ‘are you sure?’ And he said I’d be fine, because Im not sending the paintings as a business. Fast forward to the paintings arriving in Ireland and my friend being slapped with a €650 Vat bill. I was also informed they sent it through FEDEX, to my knowledge PACK AND SEND are the couriers, why should they send it through third pay couriers. I spoke to Pack and Send many times, they were rude and kept speaking over me, and they said its not their fault and claimed no responsibility. All I wanted from the beginning was the correct advice - saying there will likely be VAT and customs charges - I wouldn’t have sent the damn paintings in the first place if I’d known there were crazy charges. Do NOT use this company. Can’t be trusted!!

I used the services of Pack & Send to retrieve my belongings from my student accommodation and have them shipped internationally to me during the pandemic, when I was unable to travel myself. They literally provided everything I needed: went on the premises, video called me in order for me to choose exactly what to be thrown away and what to be sent over, then everything was carefully packed and safely delivered to my door. Moreover, upon receiving the package, a member of their team called me to check that everything was in order. Amazing customer service, super receptive to all my requests, very quick and efficient. I definitely recommend their professional services.

Highly recommend their service. Amazing communication and very reliable. I have sent parcels with Pack & Send to Germany in several occasions. After Brexit I was worried that I need to fill mountains of paperwork and have to deal with custom and duties etc. But with the help of Pack & Send everything was done bin their end and I only needed to sign some document. I much appreciated the update emails when the parcel arrived to Germany, also when custom fee needed to be paid, they were always helpful and within minutes responding to any queries. Not to mention that the speedy parcel booking and picking up procedure is brilliant.

Where to start? They will say anything to secure your business, but then you are at their mercy once you've paid - communication will basically stop and promises will be broken. For example, I was told I would be informed if any items were found to be unsuitable to send abroad, and given the option to collect them. Instead, I am still waiting to find out what happened to missing items. One item was shown not to have been sent, they tried to sell it back to me (£10 delivery small item). No reason was given for why it was not sent, so I disputed this and they eventually sent it on to my intended recipient as a "good will gesture", with no apology. I still do not know what other items they held back themselves, because they no longer reply to my communication. Another thing, they will encourage you to overestimate the number of boxes you require, in my experience probably under the pretence that if they don't need to use that many boxes, they will refund any amount you have overspent. No, they will just use the amount of boxes you have specified and use extra packaging to fill them up. Be very careful if you end up using this company. And if they make any promises to you about their service, make sure they put it in writing in an email. You may notice they prefer to reply to your emails by phoning you back, even to a simple yes or no question. I would say this is to protect themselves against complaints when they end up breaking the promises they made over the phone. There must be other companies offering this kind of service but with some integrity and respect for customers.

I am extremely impressed with the service from Pack and Send. These days, it's amazing to have a real person on the end of the phone who knows about your case and is able to help you. They went the extra mile to get my package sent in time for a tight timetable, and packed it very securely for international shipping. The communication was brilliant throughout. I was very grateful as I would definitely have missed the shipping deadline if they had not switched their deliveries around to help me. I would like to give a shout out to the individual who served me who was so helpful, professional and responsive, but I know that you are not supposed to name individuals in these reviews. But you know who you are - THANK YOU SO MUCH!