John Mason International -- A Masterclass in Broken Promises and Deflection When my mother passed away, John Mason was entrusted with shipping a carefully selected group of her belongings from the UK to Australia -- the pieces I had chosen to keep, sentimental items that mattered. They knew this from the outset. They failed at almost every level. The damage was staggering: - 4 of 7 furniture pieces (nearly 60%) arrived with substantial damage - 23 of 36 framed pictures (64%) were damaged - 20 of 25 boxes (80%) arrived with significant damage and multiple broken items inside This wasn't bad luck. A clothes horse was wrapped with zero structural support -- predictably crushed. A butler's tray was physically forced into a box 20cm too small, splitting the wood and breaking the hinges. There is no way the packers could have failed to hear the wood cracking as they forced it into a box that was plainly too small. Framed pictures were packed together with ornaments and no padding between them. Glassware was wrapped inconsistently -- wrap one, leave one -- even in boxes marked fragile. Even John Mason's own Australian partners were visibly shocked at the state of it. The complaint handling was worse than the damage. - The International Sales Consultant, who sold the service with great promises, vanished the moment the contract was signed -- not a word. - The International Move Manager's response to a detailed damage report was to forward an insurance form and -- I kid you not -- follow up asking me to complete a feedback survey. - Operations fobbed me off. When I finally escalated, their "investigation" consisted of asking the packing crew whether they'd packed well. Unsurprisingly, the crew said yes. That was it. That was the investigation. - I sent a detailed rebuttal with documented evidence, photographs, measurements. The response? Silence for over a month. When the Group Export Manager eventually replied, she simply restated that the crew were "experienced professionals" and they stood by their work. No engagement with the evidence whatsoever. - The CEO then stepped in to say he was satisfied the complaint had been handled "appropriately and professionally" -- and helpfully suggested I contact the British Association of Removers Consumer Affairs team. What he didn't mention? He sits on their board. Draw your own conclusions about the impartiality on offer there. The unexpected costs were a particular sting. I understood I'd paid for a door-to-door service. Instead, I received not one but THREE additional invoices from the Australian partner -- totalling considerably more than advised, including a charge for a "long tramp" for less than 25 metres from truck to door. They refused to deliver until every invoice was paid and threatened storage charges if I disputed. My late mother's belongings were effectively held to ransom. A warning on insurance -- please read this carefully. I asked John Mason directly whether I should list every individual item or group them. I was explicitly advised to group them, particularly for categories like kitchenware. With hindsight, this was disastrous advice. The insurer calculates payouts based on the number of items listed against total declared value. If you under-list, you under-recover. List every single item -- every bowl, every glass, every utensil -- with an individual value. It feels pedantic. Do it anyway. John Mason's guidance cost me significantly in the claims process. The pattern here isn't a run of bad luck. It's systemic. - Feedback is collected at the point of uplift -- before your goods arrive and before you have any idea what condition they'll be in. - Complaints are deflected to the packers themselves. - The CEO rubber-stamps the process. And the suggested independent body isn't independent at all. I paid for expertise, care, and support. I got none of the three. If you are moving sentimental items, irreplaceable belongings, or anything that matters -- please look elsewhere. (Can provided photos and email with redacted names to readers if it helps in your assessment. These are the same as shared with company during my complaint communication with them, that were disregarded) read more

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