I wanted to share the unfortunate and somewhat chaotic situation my wife and I endured when we were recently moved from the UK to Belgium with Legend. We booked and paid for a furniture lift (which is common when moving furniture in Brussels) through Legend, but when it turned up the operator said it had only been reserved for one hour, not nearly enough to offload two vans-worth of our stuff. I also paid nearly £1,000 extra to move an upright piano and specifically checked that the piano would go on the furniture lift, which I was assured by Legend it would. However, the lift operator said the lift that Legend had booked was unsuitable for a piano. It took three attempts in total (over 24 hours) to find a lift that would accommodate the piano, by which time our piano had gone to Holland and back, and even the operator for the 3rd lift was hesitant as it still was not the recommended lift for a piano, and only agreed after much persuasion from my wife. The movers themselves were great in the face of such adversity and poor planning, but one could see that it also really took its toll on them too. I wonder how long such a mediocre company will keep skilled and dedicated workers?
The communication with Legend was great up until the moment I paid the money. However, continually Legend over-promised and under-delivered.
They offered to book the parking space for the vans but didn't. We were told by them with one week to go that it was not possible. My wife managed to book it on the same day in one hour on the phone while she was in Poland.
Additionally I had asked for clarification regarding some of the required documentation almost a month prior to our move, but only received an (unhelpful) response with less than one week to go.
Our whole move would have been completely disastrous had my wife not be able to discuss all these issues and more with the operations team in Russian, and with the local people on the ground here in French.
One expects any move to be expensive and stressful, but this felt like a DIY operation where Legend's internal communication was poor, and planning and foresight were not fit for purpose. If we had not intervened so proactively the whole experienced could have been disastrous rather than merely chaotic, annoying and frustrating. I think my review might have been tempered a little had there been any adequate response from the company when I raised my complaints. However, it seems that once Legend have your money and have completed the job, no matter how shabbily, they have little interest in either learning from their mistakes or providing even the barest of an apology to their long-suffering customers.
