SP
Stacey P
1 reviews | Active since Jan 2019
25 Jan 2019, 00:04
Good to disappointing
Initial service and communication was fantastic. Staff where very helpful and efficient BUT the moment i paid the my account and my items were packed, i barely heard from the agent, I had to follow up every time. On my items arriving in the UK and the Irish Moving company needing information - My Execumove agent was non responsive to emails.
I had discussed on numerous occasions bringing some RSA wine with me to the Execumove agent - i explained on many occasions that the wine was a "nice to have if its free " - agent had me believe i was all clear in numerous telephonic calls and a very ambiguous email (that i discovered later). In the end i was charged 170Euro for the 6 bottles of wine i imported (that were under the export limit and had a value of only 30Euro). On contacting Execumove to discuss, they were very unhelpful.
I think it is rotten service to not once mention to me that i would have a huge admin fee (130Euro) for bringing in the wine to Ireland. I can understand if you dont know the exact import duties etc. But saying nothing at all about the standard admin fees involved, and clearly having me believe i would incur no additional charges for the wine, is shocking.
I also think that the execumove agents should assist until the items reach my new home - the job doesnt end at the RSA shipping container. I have heard nothing from the execumove agents, not even a follow up to confirm whether my items have arrived safely to my new home.
So disappointed in their services as they started off so strong.
Helpful (0)
Replies (3)0
Replies (3)
Execu Move's replyOfficial
25 Jan 2019, 16:12 Hello Stacey
I have tried several times to reach you today by phone - both land line and mobile, and did leave a message on the landline in regard to your review. I wanted to personally apologise on behalf of Execu-move as I would agree with you that the matter was not well handled by our office.
After receiving your Hellopeter review this morning I did a full investigation into your shipment.
Notwithstanding the communication issues you talk of and focusing for a moment on the wine - our CT Export Controller did mail you on 13 August advising you of the amount of bottles you could ship without requiring an Export Permit and, that there would be duties payable based on the value of the wine.
However, what they did omit to do upon notification from you, was to proactively investigate why such a high admin fee had been levied by customs. I too would have been upset to pay a duty fee that perhaps exceeded the value of the wine! Had this matter been brought to my attention earlier by our export controller, I may have been in a better position to escalate it through our UK agents and to try and find a more amicable solution to the problem. Although we now have little recourse through customs, as a show of good will, we will refund you the full EU169.20 (duty and fee) and hope that it in some way makes up for the stress and inconvenience caused and that it also demonstrates that we do put our customers first. Regarding the communications - there is never an excuse for poor communication I would agree, but in defense of our shipping team, we were going through our most hectic peak season ever and it became a little overwhelming for all the staff who worked incredibly long hours with good attitude to try and ensure our high service standards were maintained for our customers. Please mail me your banking details (***) and I will arrange an EFT on Monday first thing. Again our sincere apologies Stacey - and from all of us at Execu-move, we do hope the wine will taste a little sweeter now???? Warm regards Peter Theron GM Execu-move
I have tried several times to reach you today by phone - both land line and mobile, and did leave a message on the landline in regard to your review. I wanted to personally apologise on behalf of Execu-move as I would agree with you that the matter was not well handled by our office.
After receiving your Hellopeter review this morning I did a full investigation into your shipment.
Notwithstanding the communication issues you talk of and focusing for a moment on the wine - our CT Export Controller did mail you on 13 August advising you of the amount of bottles you could ship without requiring an Export Permit and, that there would be duties payable based on the value of the wine.
However, what they did omit to do upon notification from you, was to proactively investigate why such a high admin fee had been levied by customs. I too would have been upset to pay a duty fee that perhaps exceeded the value of the wine! Had this matter been brought to my attention earlier by our export controller, I may have been in a better position to escalate it through our UK agents and to try and find a more amicable solution to the problem. Although we now have little recourse through customs, as a show of good will, we will refund you the full EU169.20 (duty and fee) and hope that it in some way makes up for the stress and inconvenience caused and that it also demonstrates that we do put our customers first. Regarding the communications - there is never an excuse for poor communication I would agree, but in defense of our shipping team, we were going through our most hectic peak season ever and it became a little overwhelming for all the staff who worked incredibly long hours with good attitude to try and ensure our high service standards were maintained for our customers. Please mail me your banking details (***) and I will arrange an EFT on Monday first thing. Again our sincere apologies Stacey - and from all of us at Execu-move, we do hope the wine will taste a little sweeter now???? Warm regards Peter Theron GM Execu-move
Best regards,
Execu Move's reply25 Jan 2019, 16:12
Official
Hello Stacey
I have tried several times to reach you today by phone - both land line and mobile, and did leave a message on the landline in regard to your review. I wanted to personally apologise on behalf of Execu-move as I would agree with you that the matter was not well handled by our office.
After receiving your Hellopeter review this morning I did a full investigation into your shipment.
Notwithstanding the communication issues you talk of and focusing for a moment on the wine - our CT Export Controller did mail you on 13 August advising you of the amount of bottles you could ship without requiring an Export Permit and, that there would be duties payable based on the value of the wine.
However, what they did omit to do upon notification from you, was to proactively investigate why such a high admin fee had been levied by customs. I too would have been upset to pay a duty fee that perhaps exceeded the value of the wine! Had this matter been brought to my attention earlier by our export controller, I may have been in a better position to escalate it through our UK agents and to try and find a more amicable solution to the problem. Although we now have little recourse through customs, as a show of good will, we will refund you the full EU169.20 (duty and fee) and hope that it in some way makes up for the stress and inconvenience caused and that it also demonstrates that we do put our customers first. Regarding the communications - there is never an excuse for poor communication I would agree, but in defense of our shipping team, we were going through our most hectic peak season ever and it became a little overwhelming for all the staff who worked incredibly long hours with good attitude to try and ensure our high service standards were maintained for our customers. Please mail me your banking details (***) and I will arrange an EFT on Monday first thing. Again our sincere apologies Stacey - and from all of us at Execu-move, we do hope the wine will taste a little sweeter now???? Warm regards Peter Theron GM Execu-move
I have tried several times to reach you today by phone - both land line and mobile, and did leave a message on the landline in regard to your review. I wanted to personally apologise on behalf of Execu-move as I would agree with you that the matter was not well handled by our office.
After receiving your Hellopeter review this morning I did a full investigation into your shipment.
Notwithstanding the communication issues you talk of and focusing for a moment on the wine - our CT Export Controller did mail you on 13 August advising you of the amount of bottles you could ship without requiring an Export Permit and, that there would be duties payable based on the value of the wine.
However, what they did omit to do upon notification from you, was to proactively investigate why such a high admin fee had been levied by customs. I too would have been upset to pay a duty fee that perhaps exceeded the value of the wine! Had this matter been brought to my attention earlier by our export controller, I may have been in a better position to escalate it through our UK agents and to try and find a more amicable solution to the problem. Although we now have little recourse through customs, as a show of good will, we will refund you the full EU169.20 (duty and fee) and hope that it in some way makes up for the stress and inconvenience caused and that it also demonstrates that we do put our customers first. Regarding the communications - there is never an excuse for poor communication I would agree, but in defense of our shipping team, we were going through our most hectic peak season ever and it became a little overwhelming for all the staff who worked incredibly long hours with good attitude to try and ensure our high service standards were maintained for our customers. Please mail me your banking details (***) and I will arrange an EFT on Monday first thing. Again our sincere apologies Stacey - and from all of us at Execu-move, we do hope the wine will taste a little sweeter now???? Warm regards Peter Theron GM Execu-move
Best regards,
Execu Move's replyOfficial
25 Jan 2019, 16:16Stacey - not sure why this Hellopeter programme changed my Smiley Face at the end of the last sentence, into question marks?
Best regards,
Execu Move's reply25 Jan 2019, 16:16
Official
Stacey - not sure why this Hellopeter programme changed my Smiley Face at the end of the last sentence, into question marks?
Best regards,
SP
Stacey P's updateReviewer Update
28 Jan 2019, 14:48I am blown away by the incredible service from execu-move. They far exceeded my expectation with dealing with my situation! Well done Execu-move! Truly did offer great service! I'd like to update my Rating to 5 star rating for fast efficient and friendly service please use Execu-move! Thank you
SP
Stacey P's update28 Jan 2019, 14:48
Reviewer Update
I am blown away by the incredible service from execu-move. They far exceeded my expectation with dealing with my situation! Well done Execu-move! Truly did offer great service! I'd like to update my Rating to 5 star rating for fast efficient and friendly service please use Execu-move! Thank you