Do not use Reloux.
We moved from UK to USA in June 2020 and we finally received our shipment towards the end of October. The company had blamed the major delays on Covid, which granted shipments were backed up a bit but not as long as it took our shipment to get to us and also the process working with Reloux was a nightmare.
Our major complaints regards Reloux are the lack of communications, transparency and follow-through we have received from Reloux.
Since our initial consultation, Hadi said all of the right things about our international move from London to the US and quoted us a 8 week turnaround. But as the move unfolded I soon realized he over promised and under delivered.
1) Hadi in the beginning was responsive and promised a smooth execution but once we paid for the shipment the communications dropped off. I had to chase him to get answers about the status of the shipment. And on the rare occasion that I got a hold of him live, he always had an excuse or evasiveness as to what was going on.
2) Yev is the Relocation manager and he was NOT transparent with us at all. We specifically noticed that he removed pertinent information on moving documents that he sent to us to sign. So we lost trust at that point. The movers recorded cubic meters on the form we signed on moving day and a few days later Yev sent us the same form with the cubic meters and our signature erased from the form. We asked him for the original form but he was very reluctant to share it with us.
We tried to understand the charging structure from Yev, and when I pushed him on contradictions in his explanations he actually threatened me that he would charge us for storage if I kept complaining. As with Hadi, we never received any proactive updates from Yev and I always had to chase him. It was evasiveness the whole way through.
Imagine being met with complete radio silence about all the belongings in your house.
3) We were never notified when our shipment would be delivered. The delivery company in the US called us the day of to ask if we would take our delivery today. We were not ready to accept about 150 boxes in an hour. Luckily we were able to reschedule with the local delivery company which they were great to work with. They also explained that they were not given any notice from Reloux of when the shipment would arrive in their warehouse.
4) When we did complain to management, Tracey Neuville (Reg Sales Manager) offered us £200 as a ex gratia payment if we would keep out mouths shut. I ethically will not do that as to why I am sharing my experience with you.
5) I am attaching some pics of what your stuff may look like if it were packed by Reloux. Tracey claims that shipments shifts a little during packing but pictures will show you it is not shifting that is the issue.
Of course COVID is going on. We have experienced that in our own jobs and in working with our own clients on their Covid delays, we've experienced delays in our personal journey of moving across continents, and in myriad other facets of daily life. In all that, the only serious issue we've had and the only complaint we've made is with Reloux, because the lack transparency and communications and the complete loss of trust from the management team. read more