AVOID PSS!!!
I have so badly been let down by PSS, I had to write something here, hoping that other families will not go through what we have. They have ruined our move and caused so much stress at a time which was supposed to be the most exciting time of our lives. To top it up, we never ever received an honest apology neither from the useless “account manager” or the Managing Director. Not sure what he is managing as he never replies to any emails and the company misrepresents itself on every platform.
Before hiring PSS I have done extensive research and got the image that they are a:
family run,
leading specialist,
UK’s first choice,
experienced,
best,
professional company
who will provide us “least stressful” move possible.
These are their own words… on their own website and social media. LIES!
We have arranged a home survey, their employee has been to our home, seen every single thing we have and quoted us 4k. We have not taken a single thing more than we told PSS we would. As a customer we have done everything right, we were polite, done our paperwork well in advance, paid our invoice well in advance and waited for our moving day.
On moving day, October 2022, I was at home with my 6-year-old daughter and my husband already in New Zealand. Never knowing that our Move Manager would be on holiday – no one told me, no PSS employee actually “managed” the move.
Two PSS employees turned up early in the morning just after 8 am and packed everything, told me PSS truck would be arriving at 1pm to load everything. I was fine with this as they said it would take 40 minutes to an hour to load everything to the van.
I waited till 1pm, no one arrived.
At 2pm, I emailed PSS, they said the truck would be arriving between 3pm-4pm. That didn’t happen.
So I emailed again at 4.30pm, questioning where the truck is and heard nothing. From no one.
At 5.30 pm, I was really worried. By this time, I have been indoors all day with a 6 year old and over 80 plus boxes, piled up to the ceiling, nowhere to sit, imagine being stuck in a two bedroom flat with a young child and we were leaving for Heathrow next day!
I called every single number on their website, office is shut, no emergency contacts, no one replying to my emails (no one did), by that point I thought that’s it; I have a house full of furniture, how am I going to be able to fly tomorrow?
Finally at 18.15pm some random van arrived. The two guys who came to pick our furniture & boxes up (one of them had hardly any teeth (effing and blinding) and the other one told me he was a student and only doing this job to earn extra money during holidays!) were NOT PSS employees, their van was NOT PSS van. The service I received was NOT the service I anticipated, expected & paid for. I was expecting a professional team of people turning up on time and doing a good job. Instead, I received over booked, over tired people who were desperate to get back home to have their dinner! They actually told me so!
It was chaos/circus that night, I was embarrassed as to how it’s all handled. I had to let them use the lift as there was no way they could carry all those things downstairs in the “40 minutes” they promised. When they left it was 7.45pm.
The move was not organised, all my stuff all over the building, at one point I have seen a random man helping them out. There was lots of random shouting, lots of swearing, inappropriate banter… But worst of all, the main mover told me that our stuff was going to be left in the van on the street! Overnight? How is this possible? You do not leave a van full of household goods out in the street!! All our stuff especially our keepsakes (my daughters baby clothes, basket, toys) mean the world to us, and by seeing how they were treated clearly it means/meant nothing to them.
I was/am so very disappointed with the “service” I received, if I knew what I know now, I would have booked a different company, not a man with a van.
When useless Account Manager was back from holiday 8 day later, all I heard from hereI was; you have way much more stuff, you must pay another £1800. How is this our fault? We haven’t hidden any furniture, we haven’t taken anything extra other than what we said we would.
How as professionals they let it get to this stage:
Give us wrong estimate?
Don’t communicate? Miscommunicate?
Don’t turn up on time?
Not manage our move?
Charge us 4k for a service you never delivered?
Send us a man in a van?
Mishandle, rush our move?
Leave our things in a van on a street overnight?
Never call to explain, apologize?
Now pressuring us to pay almost another 2k! The man in a van possibly costed me £600 at most…! And that’s me being generous
PSS misrepresents itself on every available, website, social media and blog.
In my experience, I thought I was dealing with PSS, paid PSS services, however my consignment has not been picked up by PSS, not loaded on to PSS van, not stored in PSS depot.
PSS only contacted us months later to blackmail either pay or we won't deliver... I cannot tell you I honestly think they must have some AI working in that office, no human decency & empathy... We had to pay the amount they were asking as we were desperate for our furniture... When our things arrived we realized they lost 4 boxes and the two muppets who packed our things literally chucked all stuff in boxes damaging my husbands stereo, along with other things....
They hired a new Customer Service Manager 3-4 months later to talk to us but the poor woman talked to us once or twice, shocked as to how bad it was and guess what we never heard from her again, I am sure she left as the emails would be answered by someone else.
I am so relieved I don't have to talk to them again and would rather sell all our stuff then use this company again. AVOID PSS!!! THEY ARE THE WORST!!!
