Baggage Hub

My dispute is still ongoing after 2 months.
The company has responded on Trustpilot about resolving the problem but fails to follow through when contacting them.
The promised daily updates have not been delivered by any of the team I have spoken to.

The company them-self wrapped 4 items, that needed to be shipped from London to Copenhagen.
One office chair, pictures with wooden frames and a two piece office table.
Furthermore I had 16 boxes (packed myself)
- ALL my 16 boxes was okay at arrival.
The 4 items wrapped and packed by bagagehub themself was damaged, all of them.
I notified them almost 2 month ago and they have been delaying it again and again.
Today they told me that they are not liable at all...

This is from their contract:
It is our responsibility to deliver your goods to you, or produce them for your collection, undamaged. By "undamaged" we mean in the same condition as they were in at the time when they were packed or otherwise made ready for transportation and/ or storage.

If we fail to discharge the responsibilities identified in clause 4.1 and 4.2, we will, subject to the provisions of clauses 9, 11 and 12, be liable under this agreement to compensate you for such failure.

They have the worst customer care.

I wouldn't recommend them to anyone - ever...

I made the mistake of using Baggage Hub to ship items from the UK to Egypt. They charged an arm and a leg, more than the actual item cost me to buy. They asked if I wanted insurance, and I said yes, sure. After paying a hefty bill to Egyptian Customs, because their subcontractors took their sweet time to reply to our emails and phone calls, the item was delivered broken in 2 pieces, completely useless. But thank God I had insurance, right? Wrong. When I tried to claim my insurance, they said I didn't have enough insurance to cover damage, only loss and theft. So, They are a shipping company that not only can't guarantee the delivery of your item in one piece, they can't guarantee it getting there at all. Sort of defies the purpose, doesn't it? I would've been better off buying the item, throwing it in the Thames and saving myself the money I paid them for shipping and insurance and the frustration of dealing with them after!!! Please share so everyone knows!

I used Baggage Hub to ship some personal effects for a move from Singapore to Vietnam. From the start it was nothing but problems; here is a non-exhaustive catalogue:
- Did not show up on scheduled date so I had to fly off and leave my belongings in the hands of the apartment concierge, in the hope that they would show up later
- Among my goods were 2 paintings, not valuable but a souvenir of Singapore. When I spoke to the guy who took my quote, I asked him what the best way to pack the paintings was and if they could help me protect them, and he said “just wrap them in bubble wrap”. This seemed a bit strange to me but I assumed they would have their own way of taking care of them if I did what he said. As a precaution, I bought a massive roll of bubble wrap and several rolls of duct tape and coated them several layers deep - so you could drop them from a height and not suffer any damage. Somehow they still managed to damage the paintings - they are torn under the framing so I might as well throw away
- I shipped at end of June 2019, and the estimated time was around 2 weeks. Goods arrived (damaged as described above) mid October - i.e. 3 and a half months later
- Their tracking service showed many worrying errors, such as “delayed at customs, sender to be contacted” and “goods damaged, sender to be contacted” but they never contacted me about these things and when I emailed them to ask I got no response (I later found out the damage was the paintings)
- They repeatedly failed to upload the invoice, causing delays on their end - I followed up for this several times with no reply or a cursory reply saying they would look into it, with no further response. Eventually, about 2 months late, they uploaded an invoice for 3x the agreed amount. When I wrote back to query it, they ignored my email and a couple of weeks later I got a follow up saying I was to incur storage charges due to non payment of their own delayed and mistaken invoice.
- When they eventually sorted this out, they added ~GPB120 to the invoice to “re-pack” the paintings, which at that stage were already damaged, after having been originally packed according to their own instructions
- When I came to clear customs in Vietnam, it turned out that the paintings had been re-packed in a huge wooden crate, over 1mx1mx1m - the size and weight made me incur additional storage costs at point of arrival and was presumably a large part of the extra cost for the re-packing. I couldn’t take it out of the place with me (much too big to fit in a 7 seater taxi) so I had to pay a random worker coffee money to help me break open the crate - when the Vietnamese staff (who had gathered round to see what mysterious chimera the foreigner was importing in a wooden crate fit for the ark of the covenant) saw that the only thing inside were a couple of paintings right at the bottom they all laughed in disbelief.
All in all - 0/5, will not use again. Suggest considering other options such as abandoning hope and setting your effects on fire, which will be cheaper and less frustrating in the long run.
Baggage Hub - it really needn’t be this difficult. Most of this could have been fixed with more responsive and transparent communications.

Baggage Hub screwed up literally every aspect of our move: The were late picking up our belongings, late delivering it, lost an item for a few weeks, destroyed some items, and tried to charge us nearly three times the quoted value. Their customer service is slow to respond, and cannot or will not provide useful answers.

May I suggest reading and becoming familiar with the following:
The Consumer Protection from Unfair Trading Regulations 2008 UK Statutory Instruments 2008: No. 1277 PART 2: Regulations 5-7
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: Schedule 2 & Regulation 40
Consumer Rights Act 2015: Part 1 Chapter 4: Sections 50-52 & 68


Rebuttal to Baggage Hub's reply:
Baggage Hub’s (BH) "goodwill offer" was actually an out-of-court settlement. Even with the case being resolved, I am within my rights to share my experiences.

According to BH's own shipping documents, the shipment was within 0.37kg of volumetric weight and “actual volume is the same as original estimate volume” thus the claim of the increase in invoice being due to “increase in the volume" is unsubstantiated.

I "opted not to take out Shipment Protection cover” because the only two insurance options given were not relevant to my shipment.

If BH is "upfront about [their] terms and conditions”, then there should be no concern about the information I have provided in my review about the Consumer Protection Laws; these laws include "the manner in which the price is to be calculated” (The Consumer Contracts (Information, Cancellation and Additional Charges): Regulations 2013 Schedule 2f).

I paid over $1000 to ship goods from Sweden to the United States, and an additional $250 for insurance. Everything went fine on the front end. But upon arrival, despite having wrapped the contents carefully in bubble wrap and newspaper, I was horrified to discover that 35 items were broken beyond repair. Even a marble cuttingboard--literally a slab of stone--was cracked in half.

The company has refused to compensate me for my loss. Their position is that they compensate only if the entire shipment never arrives; no liability if everything arrives broken, or if only 10% shows up. I have the resources and knowhow, so I am seeking legal action to remedy this issue and to challenge the company's inequitable practices in a court of law. I strongly suggest prospective customers go elsewhere, even if it costs a bit more.

I had to call them 5 times, on hold for 30mins+ for them to process my payment. Submited multiple online queries and they didn't respond for a week. shipment was promised in 7-15 days. It's been 3 weeks and it's still not shipped. Look for another company.

Transport from London UK to Dublin, CA, USA. As many people report here, the goods arrived almost totally destroyed: broken plates, glasses small items missing destroyed TV set. Had been packed in heavy duty plastic boxes, which were completely perforated. When I protested, they said that they will file a claim to the courier. Odd right, since they are supposed to be the courier. They basically sub-contracted to TNT. Of course, I was not surprised when the courier gave a verdict of 'insufficient packaging' and of course refused to offer compensation. Also buggagehub never showed my review in their website. All in all, I would suggest to avoid at all costs.

LIke many others I now wish i had read the reviews about Baggage Hub before I appointed them to transport my goods from London to Turkey, I paid the additional fee to have door to door service and ended up having to pay for and arrange this myself from the airport in Turkey to my home. !! Their service declines after your committed to them, they will try and fob you off with clauses from their terms and conditions and when this doesnt work they will find other ways to fob you off, Their tracking app is useless, even when there was clearly an issue with my goods their app was saying SHIPMENT DELAYED IN TRANSIT - RECOVERY IN ACTION, even their counterparts here in Turkey TNT their app said WILL CONTACT CUSTOMER IF NEEDED. I was literally begging for someone to help me understand what the problem was and was advised by B / Hub to go to Izmir airport ( 340kms) away - have you ever heard anything so ridiculous they gave me a number for Turkish customs, I got a Turkish friend to call, It turned out I had to appoint a Notary here and give them Power of Attorney to get my goods released, more additional costs, I have had to continually chase B/ Hub for replies and responses, initially they dismissed my complaint - nothing to do with them, wrong I entered into a contract with them and paid for door to door delivery, which they failed to honour, I persevered and was told a Manager was now investigating my complaint, and was told TNT had e -mailed me twice about the goods HOWEVER to date they cannot produce these e mails, despite repeated requests, I was also made aware by the notary that the goods were accruing a bill of £40 per day each day they were in storage, I also had to pay this , in short all this cost me another £950 on top of what I had paid B/Hub. To make matters worse, the £40 daily fee I had to pay went to TNT for storage- the very company who were supposed to deliver my goods from the airport to my home even when they didnt deliver ,
I chased and chased B/Hub , they will never respond of their own backs, the manager dealing with my complaint had an emergency so wasnt around but when back would take up the complaint again, when he did come back to me I was asked to provide all documentation I coul from TNT here in Turkey, once again i say this is nothing but a stalling tactic, lets face it TNT are their counerparts here in Turkey and a simple e mail between them and TNT could have had the paperwork sent within minutes, however i provided everything , but to no avail , I haerd nothing from B/ Hub, so chased them again, gave them time to reply before I placed any reviews anywhere or took my complaint further, not even this spurs them on to respond positively, I had to chase chase chase, and the lates position ( I mean fob off ) is that a Senior manager frpm TNT was being asked to look inot my complaint. Needless to say i have heard nothing,To put this in context this all happened in September 2018, and i have been chasing B/Hub ever since, their level of custome care is appalling, as is their approach to customer complaints, I would urge anyone else who finds themslelves in such a postion with B / Hub to set a date for replies to their enquiries / complaint and if they dont respond start whatever your next step is to be, its necessary to allow them the time to respond as procedurally you will need to show you did this when the matter goes further, There are oprions open to you , depending on where you are, myself I have written to Trading Standards in the UK, and I am trying to get BBC Watchdog to look at this company , anyone need only look at their Trust Pilot rating and the reviews to see they have many many dissatisfied customers and are still getting away with fobbing people off or not responding at all, You can instigate Chargeback Procedures on your Credit / Debit card, or can look at taking your complaint to a Small Claims Court, I have all my paperwork and everything i say here can be backed up with proof even the screenshots of their tracking app and TNT,s , it may be too late for some people but if your thinking of usinf Baggage Hub to move goods / materials etc, think again , check out some other more reputable and responsible companies because Baggage Hub are appaling. ,
Had all this gone to plan some of my goods would still have been held by Turkish Customes and had i been advised of this by Baggage Hub / TNT when it happened the cost would have been less than £200, which i would have happily have paid but through the incompetence of both companies it cost almost £1000 . A very dissatisfied Customer,