"Total lack of transparency"

Before I explain why I had to give a really low rating, I want to say that the two movers were amazing, Annised and Samson - super lovely and kind - but the office or administrators at NGS removals were very disappointing. I had read a few bad reviews about hidden charges, and so I specifically asked about that and was assured that 5 hours would be more than enough. Because I didn't trust it, I opted for the day rate. I was never told that I would be charged if the move went over 8 hours and that any time after 6pm incurs another extra fee on top... well suffice to say that I ended up paying a third more than some of the other quotes (an additional 300) I had received for the job which would have included three movers and a bigger van. Because the van was also too small and I had to take things in my car. As I said the two movers were super lovely and I would encourage them to find a different company to work for, because the lack of transparency is appalling.

"Good service prior, poor aftercare"

I am disappointed to say that their customer after-care is non-existent. Despite having a decent removals service, a few items were damaged. I reported these via WhatsApp, two emails and 3 phone calls and noone has responded to anything. Today when I have called the phone is being hung up on. Clearly NGS have now flagged my number on their system as "do not answer". This is extremely disappointing. If you cannot follow your own claims policies, noone should do business with you. Completely against any consumer rights.

"Very good service and price was…"

Very good service and price was affordable. I ll recommend NGS. Thank you for the service.

"Anicet was absolutely fantastic"

Anicet was absolutely fantastic. He was very professional and polite. Everything was done in such a smooth manner and with nothing but absolute care. I would highly recommend and will definitely be using this company again! I would also like to thank Craig for being so transparent and thorough whilst organising the move for me!

"Great team highly recommend them"

Great team highly recommend them

"Go with someone else"

Go with a company registered with The National Guild of Removers & Storers Ltd, not these guys. Or at least read the terms and conditions in full very carefully.

The prices on their website don't include VAT so was much more expensive than anticipated. Not transparent at all.

Would have bailed at this point but had paid a £30 deposit.

Spent most of the day on Friday chasing to check that they were coming on Monday. Kept going through to people saying that they get someone to call me back, in the end someone had to message me on their day off.

They upgraded the van without asking. Which was fair enough that we needed it but would have been nice to have been notified before getting the invoice.

They couldn't fit our fridge freezer in the van so left it outside and said we'd have to pay for it to be removed. It's frustrating because we kept saying we can do two trips but they insisted that it fine when evidently it wasn't.

Broken chest of drawers. Their terms and conditions say that they don't pay for breakages.

Scratched floor because they didn't use proper covers when moving the sofa. They said they'd sort it but didn't.

We checked a box for them to plumb in the washing machine but they didn't.

All issues were flagged at the time and we explained the problems on the phone afterwards. They came across as very defensive and made claims that weren't true.

This all added a lot of stress to an already stressful situation.

They left an hour early, I guess they count the time taken to get to us as billed hours??

The guys were very personable and I was impressed with them carrying everything out and in again but this wasn't enough to save the company from the 1 star rating. I won't be using them again. I'm half convinced that the positive reviews are fake because the experience I had was so different.

*Edit*
Thier response is full of outright lies. I'm sure they'd have a tonne more negative reviews, but they previously threatened to take me to court if I don't delete my review. When I refused they reported the reviews that I wrote to the platforms I posted on.

"Amazing service"

Amazing service! The staff were all are very helpful and professional. I highly recommend.

"Excellent"

Excellent service provided by the team! Very kind and helpful, will be recommending this service to family and friends.

"Was on time and professional with the…"

Was on time and professional with the move even with the delays with the snow they were still dedicated on finishing the job. We’re very friendly and careful when moving all of my gym equipment and even helped dismantle my bed and wardrobe

"Great customer service"

Great customer service
Great customer service , I had my move on the 9th of December and I had no problem with the NGS , great people.I spoke to the office to assist me with any issues which they did. Were on time, worked tire,Overall Great experience made a stressful day a whole lot easier. I would and will be recommending their services going forward. Thanks again