SendMyBagReviews 1,026

Since writing this review - Send My Bag made good! A highly efficient and caring customer service exec expertly handled my claim and provided superb customer satisfaction. It's frustrating when consumers must take time to complain... but it's great that this company ended up listening!

Send My Bag is refusing to take responsibility for their damage. I shipped following their instructions. They didn't recommend or require I take photos showing that I wrapped my suitcase before they picked it up. They also don't require that the item is wrapped. They recommend it to protect "from rain." My suitcase arrived with a noxious petroleum odor and stains all over the front, back, bottom and sides. Additionally, stains and odor cannot be removed from three expensive items that were packed inside. They had the audacity in an email to claim I can't prove they are the ones who ruined my stuff. As though I dumped petroleum on my own prized possessions. I don't have the time for these kinds of hassles. As the paying customer, I shouldn't have to beg for a company to make good on damage that's obvious in photos they caused. If consumers have to start documenting every last little thing that is done when they hire a company, we'll have time for nothing else in life. It's a no brainer I wouldn't cause the damage. I'm the one who spent money to have my items arrive at my *******@sendmybag needs to own up for their mistake, instead of blaming the customer and looking for every excuse to get out of it. It's disgraceful. The whole experience makes me sick.

Absolutely horrible experience. The SendMyBag website has very misleading language at the time of purchase. Specifically, it states that it is not necessary to itemise parcel contents for customs. Given that my box was packed six years ago, prior to my international move, I only had a general idea of what was in the box (ie, old books, clothes, and shoes). However, after I completed my packing list (old books, shoes, and clothing), SendMyBox personnel told me I was obliged to provide more detail. I told them I couldn't, and would the please issue a refund. This was within TWO HOURS of my initial purchase. I asked kindly for the refund via email and explained that I had believed, per their website, that a general description would be suitable and a detailed itemisation would not be required. (Prior to purchase the website states the following " Customs... you do not need to list everything..." and it gives "books, baby clothes, and kitchen utensils" as an example of a description suitable for customs.) I then called customer service and read the language on their site to them and explained that the pre-purchase instructions were inaccurate and that I never would have made the purchase had I known I would be required to itemise. Nevertheless, they refused the refund. I went round in circles in email and on the phone, and finally, they agreed to 85% -- retaining well over 30 euros for an order that had been placed only two hours earlier and booked for nine days out. I would not recommend this company to anyone.

WOULD NOT RECOMMEND THIS COMPANY
I have used Send my Bag on 3 occasions, the second time the box arrived extremely damaged and split open on the side as if a baggage truck had driven over it.
The third occasion just sent 2 weeks ago, I paid to send from UK to USA and was quoted 3 to 4 days, it took 7 days!

I had to wait in for 3 days for the collection, the first day the driver called extremely early before the scheduled time slot and did not ring my phone number or leaving a calling card, so I had waited in all day for nothing. The second day no one arrived at all. It was collected in the afternoon on the third day.

Contacted customer service twice and all they offered was a £20 refund, the reason being
Our Terms of Service state that collection may not take place on the requested date.

I had asked for a refund of 40% of the value paid. Hence I will not be suing this company again.