After months of patience and countless emails, I'd like to share our experience with our international move from Velbert to the US – in the hope that others can learn from it.
We commissioned the move through ITO Möbeltransport GmbH. Part of the contract explicitly included "export-grade packaging by ITO," for which we also paid. This was important to us, as many of our pieces are valuable mid-century originals. Unfortunately, this service was not carried out professionally in any way: The furniture was simply wrapped in plain plastic, delicate edges were left unprotected, and there was no labeling or reinforcement.
The result: When the container arrived in the US (in early August), several items were severely damaged – a desk with a torn-off top, veneer surfaces destroyed, and corners chipped. A 1950s glass table arrived in a thousand pieces, with several boxes missing entirely. All of these points were documented immediately upon delivery and confirmed by the delivery personnel.
Despite clear evidence and an expert report attributing the damage to improper packaging and handling by ITO, the company or its insurance company (KRAVAG) is trying to shift responsibility, claiming I did the packing myself. The insurance company has the contract and invoice, which clearly prove that ITO handled and billed the damage.
We've been waiting for a fair settlement since August 6th. Instead, there was a flat-rate "settlement offer" of €1,200, even though the expert confirmed damages of over €3,000 – not including the lost boxes and total loss.
I'm not sharing this out of anger, but because I think it's important that customers know how complex and non-transparent such claims processes can be – even with established companies. Anyone planning an international move should carefully check who is responsible for packaging, transport, and liability – and document all agreements.
I hope this case will soon be resolved fairly. Until then, I will continue to fight for appropriate regulation and to ensure that contracts are adhered to.
