This is what their website says. "The term “going the extra mile” is a very old expression. It describes individuals who provide great customer service whether it's over the phone, in person or via email. It comes down to basically doing more than is expected, trying a little harder and going above the norm.
Unfortunately, it was our shipment that went the extra mile.....they sent it to Latvia instead of Ireland. At this point, the fiasco truly began. For roughly six weeks, they said that our shipment would arrive "next week". Every week we would check in to see if it would arrive as promised and for several weeks in a row they said "next week". We finally got our shipment nearly two months late.
When we pointed out that this was unacceptable, their response was....and I quote. " I am unsure what you mean by unacceptable customer service. We have provided the updates to you as provided from the steamship line...we are trusting the information provided by the steamship line". So basically, if the shipping line sends your belongings to the wrong country, 1 Relo is powerless to do anything other than email them and trust them to eventually get your belongings to you.
Their website also states, "Transparency is the cornerstone of our approach. We believe that open communication is essential for building trust. From the initial consultation to the final delivery, we keep you informed about the progress of your relocation. No hidden fees, no surprises – just clear and honest communication."
So much for truth in advertising. In addition to being mislead several times about our shipment being on board a vessel bound for Dublin, we also got hit with an additional 800 Euro fee for port fees that were not disclosed to us ahead of time. As instructed, we called the port staff prior to booking their services and were not informed of this additional charge.
In sort, they promise excellent customer service and no surpises....unfortunately we got the surprise of having our shipment misdirected to another country and then an additional six weeks of false promises
To add insult to injury we also got hit by a surprise 800 Euro fee once our stuff did arrive. The only good service offered was the crew that packed up our belongings and then unpacked them in Ireland. Otherwise, it was a truly horrible experience and would recommend them to my worst enemy.
Reaction of mover:
Thank you for your feedback. We’re truly sorry to hear about the difficulties you experienced with our service. As you rightly noted, you entrusted us to move your goods to Ireland, and unfortunately, they ended up traveling far beyond their intended destination.
While we did relay updates from the carrier (Troy Lines) as they were provided to us, we acknowledge that once shipments are in the hands of the steamship line, our direct control becomes limited. Nonetheless, that does not absolve us of responsibility. We held multiple meetings with the carrier and made every effort to expedite the return of your shipment. Unfortunately, when it arrived in Latvia, a mandatory customs clearance process caused further delays. While this added both time and cost, please be assured that any additional fees were absorbed by us — none were passed on to you.
Once customs clearance was completed, we pressed the line to reroute the shipment to Ireland as originally planned, and we’re relieved that it was ultimately delivered. That said, the process took significantly longer than promised, and we sincerely apologize for that.
Regarding the terminal charges, we understand your frustration. We did make every effort to be transparent — all our documentation, from the outset, clearly states (highlighted in red) that destination terminal charges are excluded. In addition, we connected you directly with our local partner in Ireland in early March, and they outlined all potential charges and requirements to ensure you had the full picture.
As mentioned previously, we have been actively engaging with the vessel operator in pursuit of a refund, and any reduction in costs obtained has been passed directly to you. While we know this does not erase the frustration and inconvenience caused, it reflects our commitment to doing what we can to make things right.
Ultimately, we take full responsibility. While the misrouting was due to an error on the part of the steamship line, the choice of carrier was ours — and so too is the accountability.
We deeply regret that we failed to meet your expectations and understand your poor review of 1RELO. Your experience is not reflective of the service we aim to provide, and we are taking this seriously to improve our processes moving forward.
Thank you for your patience throughout, and again, our sincerest apologies.
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