Excess Baggage PLC

Abusive staff. We returned for our cases at 10pm, having a receipt say they close at 11pm, and they were closed at 10pm. So travelled all the way back the next morning to get our luggage meaning an extra 20 on travel, wasted Monday morning, and I had to carry both mine and my friends luggage also. I asked the staff to change the closing time on the receipt to 10pm to prevent this happening to anyone else, but instead of agree, or apologise for the inconvenience or thank me for letting them know the shop was shut an hour early, long brown haired lady decided to yell at me telling me it's "impossible" for them to be shut at 10pm suggesting myself and my friend were lying.

She was yelling at me so loud and being incredibly rude and annoying, I stepped outside for the time being, but she continued to yell, this time laughing that I'd forgotten my luggage when I told her I was waiting outside because she is trying to stress me out, which she still scoffed at with smug look on her face knowing she should apologise and help me but deciding to yell at me instead obviously made her feel better.

I stayed calm the whole time and explained all they needed to do was not give misinformation, and her colleague was helpful and apologetic, however the (Spanish?) lady with long hair was trying to start a fight with me as a customer, over nothing worth fighting about, and it made me extremely uncomfortable - nobody, no customer should ever be yelled at by staff, or told they are lying when they're telling the truth.

Or yelled at and laughed at (smug that she was making me feel uncomfortable). This person needs to seriously think about how they speak to people. It is not appropriate for a service that costs 15 and someone like her is looking after our personal belongings when she has no respect for us, our time, or our belongings. I won't be returning, shame, as it's on my train platform, but one staff member has to ruin it.

There's are cheaper luggage places near by. I hope whatever upset her that day that she projected onto me is resolved and she is happier today, but without an apology for the abuse or explanation to why our belongings were kept over night, I will keep continuing to warn my friends & use another service.

Not sure where the complaints come from. I used it for few hours storage and the staff explained every pricing detail that you need to know. Not the cheapest place for the storage, but convenient if you are using the train station.

This place charges 12.5 pounds for storing a bag for more than 3 hours, which is a rip-off. To make matters worse, the service is really poor with a surly guy busy talking on the phone (and it wasn't a business call). wish I'd had a choice, but I didn't. To be avoided unless you really have no other option.

Initially overcharged, resolved through complaint. The staff on the desk overcharged us when we came to collect our bags and it took about 12 emails back and forth to get through to a manager who was able to resolve it and process our refund. Be warned, and triple check (a double check didn't do it for us) any prices you're quoted! We dropped off three bags and were told that prices went up each day at the end of the day. I.E., if we collected by closing time, we'd save money based on their pricing structure.

When collecting bags, the same attendant charged us based on an entirely different pricing structure. To avoid any doubt; I was told once price by somebody, in-person, to my face, which differed from what I later paid. The company tried to construe this as both my partner and I misunderstanding, only replying to comments or complaints with a standard "our prices are listed online" response.

After a few days, I my complaint was forward to a manager who called me within 10 minutes or so and it was resolved pretty promptly! Just a shame that it took so much effort to get through to someone reasonably and to assert that we only be charged what we were told.

DO NOT USE THIS PLACE, TOTAL RIP OFF. FIND AN ALTERNATIVE. Had two small piece of hand luggage each about 5kg. As we'd had an overnight stay, thought it would be a good idea to check in bags rather than attempt to cart around with us. Googled left luggage Liverpool street, saw first post saying 5 a day, got there to find out charge was actually 12.50 for each bag, even though you can check in suitcase up to 32kgs as 1 item. Not much choice then, went back 5 hours later and very reluctantly paid up. FELT LIKE I WAS BEING LEGALLY MUGGED

They took our 40 cash for a 37.50(!) bill and could see we were in a bit of a rush, so said that he didn't have change and didn't really give us an option but to tip him for this expensive service.

Stay away! I have been trying to contact them for 3 months now, I am in a foreign country with nothing. Waiting for them to even tell me my goods have even left England. They refuse to answer their phones, respond to emails. I can understand that due to the current situation, it's difficult to fully staff. But email replies are not difficult. Especially after three months of constant chasing! Avoid if you can!

Used this service yesterday though a bit put out by some negative reviews - which didn't apply at all to my own experience, I'm glad to say. The staff were efficient, friendly and helpful, the short -term cost extremely reasonable and the whole deal very acceptable. Will certainly use them again.

I've never left a bad review before but the service staff at this excess baggage claim was just so rude and racist towards my family and I that I had to write one. This one particular african-american guy with a limp was the worst. The first day we arrive to drop-off our luggage he spent 30 mins trying to mansplain the left-luggage scheme to us even though we already said we knew and we were really asking about their delivery services.

He kept sighing and saying its so easy to understand when we already said we understood. He even said we were wrong to book slots online! He scolded us for making that mistake when the website clearly provides that online booking service. Then when we return to collect our luggage a few days later he turned to his colleague to insult us right when we were in the shop!

He even said "Hey look that's the family I was telling you about!" When we haven't done anything at all! we never retaliated against his comments! His female colleague was almost as rude and equally unhelpful. She rolled her eyes at us when she couldn't understand us. Seriously most appalling service I've ever received. And looking at the other reviews, I am not the only one who feels this way. Please train your staff.

Don't ever use this company. They lied to me, closed early without notice, stranded me at the airport and then refused to take responsibility for their actions. These guys really don't care about their customers. You're better off using a different company in the city, paying your hotel or Airbnb host to hold them longer for you or just hauling. your bags around with you.

I left my luggage with them at the Barcelona airport because my flight was canceled (again) and I had to wait 12 hours for the next one. I couldn't read the local language, but all the employees spoke English very well. The person working that morning verified that I could get my bags at the time I planned to returen so.

BAD experience with the Excess Baggage Company at Victoria Station. Was told at the counter, that it was 7.50 to leave baggage.which I thought was expensive given that I only needed the service or an hour while I had a farewell lunch with my friend.but because the restuarant was upstairs, I rationalised, that it save lugging my backpack and. two small bags up the stairs so left the items.

Imagine my horror when I retrieved them and was charged 22.50! The assistant behind the counter had deliberately NOT made it clear that the 7.50 was per item. AND when I queried the charge, he smugly pointed to a very small sign on the counter that indicated the per item clause.this part being in very small print under the larger bolder price. Very bad taste in my mouth.hate feeling gipped! SHAME SHAME SHAME on this company

Today my purse fell out of my bag on the train home after calling up the train company I was put through to lost luggage and it had been found! Lost luggage then informed me that when I went to collect it I would be charged 3 before I could get it. I was quite annoyed as it's my property but then they informed me that the had rooted through my. purse collected every bit of money that was in my purse and removed it!

They then told me I wouldn't even be given the money back when I collected my purse. I would have to claim back MY money. I pay a lot of money for train tickets in a year as I use the trains multiple times throughout the week yet this is how the stations treat their customers by hiring companies to root through people's belongings and take their money out and not even let them go and collect it from the station! I can't find anywhere on the website where they say that they are going to charge you to get hold of your property or that they are going to keep your money from you.

They sell Overpriced bags, they store luggage for a fee, but that is extremely misleading, they would charge u a lot more than what the sign says. And they don't even know how to justify it when you question them. Apparently it is what it is. Never again. They are horrible

Do not use. Be warned if you lose your receipt you pay an additional 15 'admin' fee on top of your 12. What sort of service uses paper receipts that are easily lost? Will never use again. Rather carry around luggage.

I can't believe how unhelpful the people at Excess Baggage are. I came in to pick up a mobile Wifi device I ordered through Tep Wireless. The guy checked his stock and said my item wasn't there. Really? I have an email saying that it would be available on the day I flew in. He said he couldn't help me. He said, "Perhaps you should contact the company." Luckily there's Wifi available at Heathrow so I emailed Tep Wireless and received a response, straightaway.

They said that the deliveries that morning were swapped for terminals 5 and 3 so my device was at terminal 3. Another sales rep saw me standing there and asked me if I needed help. I explained my situation and gave him my name. He also looked through his list and saw that my name wasn't there but he actually called over to the Excess Baggage in terminal 3 to check if they had it over there.

Sure enough they did have the device. But there was no way for them to go retrieve it for me due to limited staff. I would have to travel to the other terminal myself. First of all, if you knew that the deliveries were swapped, wouldn't it make sense to send someone over with the other delivery and swap it back? This didn't just happen to me, it happened to all the other Tep customers who happened to fly into Heathrow that day. Essentially, they sent all the customers to the other terminals that day. Secondly, Heathrow is a large airport with trains connecting the terminals. That day the trains were on strike so I had to wait 40 minutes just to get from one terminal to the other. Thanks for nothing Excess Baggage. Your customer service stinks.

RUBBISH! That is all that is left of a precious painting belonging to my mother after excess baggage ripped it and then refused to compensate! Unbelievable lack of responsibility.

DEAR READER, PLEASE BE WARNED.DON'T EVER USE THIS COMPANY! They are responsible for ruining my beautiful, original, sentimentally valued and valuable, unique piece of artwork; an oil on canvas painting entrusted to their care, to get it from the UK to my home in the USA. It was irreparably damaged before it left the UK! While at their. depot! Now, they say the damaged painting is THEIRS "for salvage purposes" and I have not even had my money for the stated value of the painting, as per their own 'Terms and Conditions'. They are clearly in breach of contract. Now, despite best efforts, they are NOT RESPONDING to any of my contact efforts.

My daughter had the WORST EXPERIENCE with this company! Besides the fact that it was very expensive they lost her baggage and after they were not willing to pay her back, about the damage that they caused. beware!