Where do I start with this. Cycled from London to Marseille for charity and used first luggage delivery to transport my bike back from Marseille. My bike was returned to me completely destroyed. I was really upset given this bike has been around the world with me and always made it back in one piece. This happened on 3rd June 2019 and I still have not resolved the issue and I am now making a claim through my travel insurance. I wont go into too much detail, but just be careful when using them to transport anything meaningful or fragile. Their after service care is awful so if anything does happen, you wont get any help in resolving the issue. YOU HAVE BEEN WARNED. FYI, I actually did write this review back in June, but they told me to delete it as it would help resolve my case, that never happened and they just told me to do that so it didn't impact their score. TERRIBLE
Review by Adelaideia Derrow2 months ago
I'm glad to share that I have finally got the luggaged delivered today. I want to take the opportunity to explain the reason I'm changing my review to a 5 stars:
It is true that there has been a big issue with Thai Customs authorities retaining my luggage for an over the top drug test control for a box of paracetamol, a shampoo, toothpaste and body lotion where no trace of drugs were found (what a surprise!)... not only I had to pay for releasing, on top of that the luggage turned up badly damaged beyond repair.
Nonetheless, after some good time over the phone with first luggage management ensuring my luggage gets to me once and for all, I have to thank them for how customer focused and driven they are. Although it is clearly stated on their terms and conditions that they can't be held responsible for extra procedures from Customs, First Luggage, have taken care of my case diligently even getting higher management involved going above and beyond to take matters further with Thai Customs, finally getting my luggage released.
Here is where I truly thank First Luggage staff for taking my case so seriously and addittionaly have issued me with a 100 pounds voucher gift valid for the next 4 years...
Of course it hasn't been the perfect experience but I'll defeinetly give a second chance to them just because how they empathized with my situation and completely went the extra mile.
Things happen for a reason and this time looking at the positive side of things I'm very pleased I've encountered such great saff despite this ordeal; as it really brings me joy to know there are still such high level of profesional, dedicated, passionate individuals that go over and beyond to ensure client satisfaction.
Review by Adalto LLonsdale2 months ago
Expect very little help from eurostar, last minute replies and inaccurate information from anyone you talk to. Rather swim across the canal with my stuff on than use this service again.
Review by Taes2 months ago
Very friendly customer service, got our luggage delivered on time.
Review by Mariotta2 months ago
Review by Balavivekananthan Eshghi3 months ago
I used the Paris to London station-to-door delivery service yesterday. But the little misunderstanding by the London courier on the delivery address led to the misadventure of my luggage being sent to an address next door. I wasn’t aware of this until the next morning when First Luggage contacted me to update. I thank you the team for being responsive with their early morning call, although it would greatly reduce the level of my anxiety if they could have a tracking system or a 24-hour response service. Regardless of the misadventure, I recommend their service and will use them again in the near future.
Review by MommaRoss Rosenlehner3 months ago
Always helpful and deliver what they promise. I’ve been a regular customer since 2013 and prefer to move luggage with them rather than schlepp it.
Review by Ajaa3 months ago
In theory this is a fabulous service for shipping luggage over from London to Paris return, however I have experienced a couple of issues with the company. I have used their services a few times but they aren't usually on time to collect or drop off even though they give you a 2-hour collection window. If the timings aren't a problem for you then this service works quite well and is good value compared to other companies not affiliated with the Eurostar. The other issue is that although they have lots of people taking messages when you call, it's very difficult to actually get through to speak to anyone, or get a call back. First luggage would do well to have a tracking service perhaps for customers to check themselves.
Review by Pneus3 months ago
Excellent service, will definitely use this again.
Review by Kendle Ringsmuth4 months ago
Excellent and helpful service. First time user
Review by Starzie Askenazi4 months ago
Fabulous experience - service was just as explained ( there had been a parade in Paris so pickups ran late but this was explained to me ). Less than 7 hours after they left hotel in Paris my golf clubs arrived safe & sound in London. Outstanding
Review by Xiaozhu4 months ago
I had to pay (£208) before I could even enter the details of delivery (address in the UK and address in France). Then when I tried to enter those details the website advised me there was an error - therefore I had ho call their customer service several times to get this sorted. They acknowledged my frustration and delivered on the confirmation of my booking.
If you want to book their service I suggest you call them directly.
Review by CGavAlfa4 months ago
Fast and effficient. No answer at the french phone number but everything could be fixed by phone in english even if I am far from fluent english!
We are fully satisfied
Review by SteveWood4 months ago
I sent 6 suitcases from London to Amsterdam, te service was great, they arrived on time and in perfect conditions, I will use this service always when I travel!
Review by EZthinker4 months ago
Super helpful associates since we were running behind at St. Pancras International. Our luggage was delivered to our hotel immediately! Awesome service. Would recommend to others riding the Eurostar! Thank you. 😊
Review by Debbiemajorrays Saera4 months ago
I suggest that you inform the costumer about his luggage status by sending sms or emails.
Review by BenJAHmin4 months ago
Professionalism, accuracy and speed .. Great experience.
Review by Yukin5 months ago
I waited for two hours and half for them to come but they didn’t. And I tried to reach them 5 times but unable to have an answer.
Review by Pattielou Kakopa5 months ago
Excellent serviice prompt and efficient includingva gast refund
Review by Aphid5 months ago
Overall was good, but would benefit from notifications- when luggage was picked up and when it should be delivered.
Review by Purdue5 months ago
Superb, excellent and prompt service
Review by Negeen Mcfarlande5 months ago
Excellent service by Reema, THANK YOU!!
Instructions clear, pick up and delivery smooth and quick, no hassle.
Review by Simiah5 months ago
As usual the service is great Maintain the quality of your service
Review by MBorges Rybaczek5 months ago
Fantastic service and communication. Would recommend to anyone!
Review by Feb5 months ago
Excellent Service package collected London, delivered to Paris within 6 hours.
Staff confident and reassuring. Telephone booking and operator was excellent. Person who collected was very pleasant.
I tried several companies before finding First Luggage and none of them offered such a great service.
I recommend this company without reservation and have been impressed by them providing such a reliable and professional service.