Fox Group (Moving and Storage) Ltd - International Dept Avis 

The air freight packers did not know how much we could/ should have, leading to us having to add additional freight the following day. This could have been better communicated.
The storage packers originally wished to pack over two days and then changed this to one. This could have been determined beforehand and they did not arrive until 1030 making it a long day for all.

All very good. Couldn’t be at collection personally but the team did a great job and had to bring the goods down 2 flights of stairs due to elevator not working. Much appreciated. Excellent service

My experience with this company during my relocation from the UK to Spain was extremely disappointing. I am giving 1 star only because there is no option to give a lower rating.

The problems started during the loading process in Cardiff. The moving crew was unable to complete the work within the two days that had been planned. Since my flight to Spain was scheduled for the following day, delays were simply not an option. To ensure everything was loaded on time, my wife and I had to work alongside the crew and put in a significant amount of effort ourselves. This is not what I would expect from a professional relocation company.

Things became even worse upon delivery in Spain. Our brand-new refrigerator was damaged during the move, including visible scratches on the door. In addition, the installation was not completed correctly and one of the doors still does not close properly. Despite paying an additional insurance fee for extra peace of mind, I have never received any meaningful update, feedback, or resolution regarding the damage claim.

Another major issue was the furniture reassembly service. From the outset, it was clearly agreed that all furniture dismantled for the move would be reassembled upon delivery. This did not happen. As a result, my family was left living among boxes, with several rooms unusable due to wardrobe components and unassembled furniture. Some parts were missing and poorly organized, making assembly extremely difficult. At one point, my son had to sleep on the sofa because his bed could not be assembled due to missing components.

Eventually, the furniture was assembled by a third-party company, but only 10 days after we had moved into the house. During that entire period, there was no proactive follow-up from the relocation company to check on the situation, provide updates, or ensure that the promised service had been completed. The lack of customer care and ownership was extremely frustrating.

What disappointed me most was the complete lack of communication after the move began. The manager was responsive and communicative before the loading process started, but once our belongings were collected, he stopped responding to my emails, messages, and phone calls altogether. As a customer, I felt abandoned at the exact moment when support was needed most.

I also expect Customer Service to respond to this review by claiming that everything was caused by customs delays. While there were customs-related issues, this explanation does not account for the poor communication, lack of follow-up, failure to deliver the agreed service, damage to my belongings, or the absence of any response regarding my insurance claim.

In the end, the only reason the outstanding issues were eventually addressed was because I repeatedly insisted that the company deliver what had been explicitly promised in the contract. I should not have had to chase the company continuously to receive the services for which I had already paid.

What makes this situation even more disappointing is that the price charged for this relocation was significantly above the market average, supposedly reflecting a premium level of service. Unfortunately, my experience was the exact opposite. The service delivered fell far short of the expectations created during the sales process and nowhere near justified the premium cost.

Overall, I would never recommend this company. The quality of service was far below expectations, customer support was extremely poor, and the entire process was handled with a concerning lack of professionalism, accountability, and customer focus. What should have been an exciting international move for my family became a stressful and frustrating experience.

I would strongly advise anyone considering this company to look elsewhere.

I thought they were empathetic & professional…

Wonderful service from the start. A little confusing initially but that is based on multiple vendors communicating at once, so figuring out who is who in this process. Otherwise it has been great. Dave Way has reached out and been fantastic to communicate with, the gentlemen who came to pack up and load my items were great. Made it a pleasant experience so far.

Quick delivery. The delivery person was quick to help us when there was a potential issue. We received clear communication from the office and helpful advise on how to ship our belongings back to the UK.

Company was very helpful from start to finish.
Karen gave great advice about form filling and all the procedures.
Delivery was as promised with two great, helpful guys moving our things carefully.
Have noticed a later question asking which Fox group location was used. I guess it was a combination between Karen at Cwmbran Torfean and those who did the delivery from Southampton - all good.
Definitely recommend

We had an excellent experience. Karen and team were very responsive, replying to all queries promptly.
The delivery service was also very good. John and Alfie were very sweet and helpful and did not complain about the narrow steps down to our basement flat.
Overall we were really pleased with the service!

An excellent service from start to finish. Perfect communication from Karen who kept us updated about our household shipment from the US. The guys worked really hard unpacking our 40ft container. Thank you, very impressed!

The movers worked so hard to unload our container and a half of stuff. They put everything where we wanted it, put furniture together and remained cheerful throughout

Friendly, willing, helpful ideas

Nice and hard-working subcontractors who made the delivery for Fox. Unanticipated additional costs for the delivery.

Moved items from Kenya, with the team at Fox Group, Torfaen, coordinating with me on the delivery of the items to my address in the UK. They kept me well informed, guided me on the customs requirements, and made the process very straightforward. The scheduled delivery went without a glitch. All-round professional service.

The team was friendly, but removed pre-packed items - that I did not realize were not allowed - without checking with me- leaving me to find them. Small liquids (otc meds) no big deal, but they removed dried roses from a sealed vase - which were from my wedding 33 years ago. My wife has passed away, making this a particularly sentimental heirloom. Plus, as they were dried, in a sealed glass container, there was no need to disturb them. This has moved with me through several countries ; never had a problem before. When removed, since they are so old and fragile, some disintegrated. They had already packed away the glass jar, so when I found the roses, I could not put them back. All this could have been avoided had they just asked me first. Very disappointed.

As I was already living overseas they took over the shipping without causing me any distress and although my shipment is still sailing it seems to be going very well to the Turkish Republic of Northern Cyprus.

The service attitude is really good, and the items are thoughtfully arranged neatly.

They came early. Movers are fast & efficient.

The 2 movers who came to our house were very polite, respectful and were very efficient. Our possessions were carefully packed away and loaded onto the removals truck exactly on schedule and similarly when we arrived at our new home they were unpacked and placed in the rooms specified with no bother at all. This was our first experience of moving house and they made it a very stress free experience so thank you!

Fabulous! Great communication, spot on punctuality, courteous and professional. All in all a fabulous experience.