SendMyBagReviews 1,052

Needed to ship a bag from Scotland to Spain. Submitted my order and received an estimated delivery date about two weeks out. Tracked the bag after pick and it made it to Alicante Spain in 3 days cleared customs. That cost my €29 Euros customs tax on a bag of used personal clothing not a new item in the bag. Thank you Brexit for that hit. The next morning, 7 July, the bag scanned as departed Alicante which is the nearest DHL distribution center. Expected the bag that day as I'm not far from Alicante. No bag. Next morning, 8 July bag scanned again as Delivery arranged. Waited another day until about 5. Called DHL in Alicante. They informed me the bag wasn't scheduled for delivery until 13 July, a week after arriving in Alicante and the original Estimated delivery date from sendmybag. Turns out Sendmybag pads the carriers estimated delivery by a week to cover their $#*! for any delays in Customs or shipping. Problem is the use their estimated delivery date as the requested delivery date for DHL. DHL was scanning the bag every morning to verify its location so they didn't loose it. Their a shipping and distribution center not a warehouse. After calling them they scheduled the bag for next day delivery cutting the delivery by 4 days from Sendmybags bogus estimated/requested delivery date. Found out shipping it DHL direct would have been less expensive and would have been delivered as soon as possible not held for the padded bogus date Sendmybag gave to DHL. DHLs customer support was excellent. Sendmybag just argued with me about who set the delivery date request. I've been with my clothes for nearly a week and it would have been another week if DHL hadn't rescheduled the delivery. I didn't pick a date for my delivery I wanted it as soon as I could get it. The date was sent by Sendmybag so they covered themselves on worst case delivery so they can claim it was delivered on time even though it was going to sit in a DHL distribution center for a week. Pathetic.

Unbelievably shocking ran company with dreadful customer service. 2 Shipments were sent and were picked up on time and then one got there in 10 days which was double the time said and then the second took even longer, when I ask for an update it takes days to respond. I then notice I've been charged an ‘emergency surcharge' twice… whatever that is…
Whenever you talk to customer representatives they are rude, dismissive and downright patronising. Finally my bags do both arrive and I've been told that I have to pay over $200 because the bag is overweight and the other is oversized. Allegedly the bag is 107lbs which for any bag is bloody heavy, I wouldn't even know how to fill a bag to be that heavy. When it was on the scales it said 60 yet apparently no one at send my bag seems to care.
Awful company and I beg you please go somewhere else.

I found the instructions very misleading, because it is not clear at all that one has to travel closer to the time of the shipping in order to complete the information forms to attach to the parcel. Without a recent flight, one might be charged an extra fee by in the country of destination. There is no clear instruction about this which in my case made me opt for an order cancellation. Also, the cancellation policy does not include a refund but the possibility to have an 85% refund in the form of credit for future orders. Had I known I had to have a recent flight in order to shipping my own goods, I would have not paid of it. I am very disappointed.

The DHL driver asked for additional copies documents that were not included in the list provided by SendMyBag. DHL said that they always have this problem with SendMyBag users. (And looking at the other reviews on this site, it seems to be trend with them). We followed the instructions to a T, spent an entire exhausting evening packing everything exactly as instructed. Only to have to rush back and forth up the stairs like crazy printing extra copies and signing them before the driver left. We would have been completely screwed if we didn't have a printer. Terrible experience, and hardly what you want to be dealing with at the end of a vacation or a move. Contacted SendMyBag to complain. They wouldn't budge from their position that it was driver error, and yet they didn't really have a solution for what to do if our bags had been refused. They said that they would have dispatched another driver on another day. That's hardly workable if you are traveling soon. And it begs the question - would they have believed us if we contacted them claiming the driver didn't accept the package because of missing documents? Or would they have called it "sender error", taken our money, and left us with our bags?

Also, I got a very scammy/smarmy vibe from how they market their app, which the android version of apparently doesn't exist. In multiple places they promote their app, so when I finished the purchase, I ticked the box to pay 2€ more so I could track it in the app. I then tried clicking through to download the app in Google Play, but it simply didn't exist. When I brought this up, the company claimed that their app on Google Play was "automatically removed", which sounds quite sketchy. Yes, I can do tracking through the website, but is not convenient when you're traveling and wifi's unreliable.

I will be looking into their competitors MyBaggage (similar rates, better express rates) or First Luggage.

I used them to ship 2 sporting goods item from EU to USA and made a mistake on the measurements. I got an email informing me of the mistake and asking for a payment that was 75% more than what I paid. But I was told the goods were in transit so if I wanted to see my property and not lose my money I had to pay. I would have left the bags in Europe had I known it would cost me $850. But they knew that so my property was held ransom. Never do business with them!

My shipment arrived over 5 weeks late, with a box broken and moldy clothes.
The communication is non-existent and the customer service is extremely poor.
After completing to them, they were unprofessional and disrespectful.
I would never recommend to contract Send My Bag.

Danger: Think Twice!
A super-stressful process. I paid for 3-day express international shipping. Final delivery of my personal belongings took eight weeks and more than six weeks before SMB took any meaningful action to address the issue with their carrier beyond sending me status updates and apologies.

SMB blamed COVID lockdown, customs, excess Brexit shipping, and the holiday rush for the delays. Yet my bags were supposed to be here the first week of December -- well before COVID lockdown, Christmas and Brexit. I ended up needing to work directly with DHL representatives several times as, per DHL, SMB never requested and submitted standard customs landing information for Germany (proof of length of stay: an employment contract, lease, etc.). As experts, SMB should know the customary documentation required for all shipping services they offer. As a result, my delivery was further delayed. I was even charged an additional 220 euros by DHL for "customs storage" while the correct paperwork was sorted.

When asked for a meaningful gesture to compensate for the errors and delays, SMB offered more apologies, told me it was my responsibility to know what information customs might require, and attempted to mitigate responsibility by sending me links to their FAQ's and Terms & Conditions. In the end, they offered a partial reimbursement of customs storage fees + $50 (that was originally a credit for future orders — a bit insulting).

A true test of a good brand is how they show up when things go wrong. I would not recommend this service based on my experience. I would pay more and have peace of mind that my personal belongings are being looked after with care by experts.

1. They have you pay before disclosing all of the required paperwork and limitations on what you can ship, which is extensive and confusing. For example, they ask you to estimate the value of the shipment, but then it turns out you also need to create a detailed inventory of all of the items you're shipping, and estimate their value on a per-item basis so that the total value exactly equals the number you estimated before payment, which you can't update at all.
2. If you are shipping to another country, it's probably not going to be door-to-door. You have to drive to customs in your country to clear the order.
3. They have 8 different documents you need to stick in your luggage, on top of your luggage, and hand to your driver, and the instructions are confusing for how to attach them.

Paid 145 EUR for a suitcase to be picked up on the 18th of December 2020.
Now it's 12th of January still haven't received anything.
Terrible service - no communication at all.
Avoid!

I used Sendmybag to transfer a 15 kg of used personal clothes in a suitcase from the Uk to Vietnam in January 2020. When the luggage arrived at customs I got emails from DHL Express that I have to provide the additional documents which are not said before hand. I was put in a passive position which costed me time and energy and frustration in emailing back and forth to ask for more information in order to get my luggage pass through the customs. And after 2 weeks I finally received my suitcase which was damaged ( it was ripped and being covered by DHL adhesive tape). Furthermore I had to pay a good amount of additional fees. If I didn't pay I could've never had my luggage back. Of course without any insurance to be received, which was what Sendmybag replied to my inquiries. Finally, there is NO way to write a review on the website when I logged in, I realized those reviews on the site are all fake!

I have used "Send My Bag" on two occasions - the first time two years ago wasn't bag, but the last time was absolutely dreadful. Firstly the website is confusing and unhelpful. Secondly the labels were paid to be couriered to the place I was at, as no one was home they dropped them 12 km away and I then had to go twice to try to collect as the place is not open on Mondays. They collected and delivered the bag fine, but the costs are an issue. I was first quoted Euro 150 on the weight, then it ended up being over Euro 200, no explanation, then another Euro 83 as the size of the suitcase was out by a few cm - the weight was less than I had anticipated. What has followed is a round of "debt collection" emails that are bullying and intimidating, there is no customer service and I have just paid to get rid of the hassle and the horrible people. Note that this is a scam business, you end up paying more and it's easier and cheaper to check the luggage in.

Do yourself a favour and check in the bag instead of using this company. If there are issues ask for a manager straight away and ignore the customer services that say that they cannot reach a manager as it is not true. Sendmybag.com subcontracts with a local forwarder (in my case DHL France) and when there are issues they encourage you to deal with them directly (notwithstanding local language limitations). It took 8 calls to the hotel, sendmybag, and DHL to get the bags delivered, and until I spoke to a manager at sendmybag, customer service could not care less about delivering the bags, were blaming me, and had no idea of what their subcontractors on the ground do. Much better to send via DHL directly.