We chose to trust DocShipper's professionalism and experience, believing they would handle our relocation perfectly. Unfortunately, it turned out to be the total opposite.
First, you should know that DocShipper is a broker — meaning they rely on local outsourced partners and take no direct responsibility if something goes wrong.
We faced many issues with them. Here's a summary of the most important ones:
We experienced a delay of more than two weeks compared to the timelines confirmed in the quotation (a quotation that was already set with the border-related detour factored in). This forced us to incur unexpected expenses to temporarily replace personal belongings that hadn't yet been delivered. Their response was that this was 'normal' and to be expected given the situation between Thailand and Cambodia — but two weeks with no clear communication or follow-up is not acceptable, especially given the significant lack of transparency about the status and location of our belongin
gs throughout the transfer.
The delivery personnel's level of professionalism was deeply disappointing, and our belongings were delivered on a handcart — this is not a metaphor (photo attached). Several boxes arrived damaged, showing clear negligence in the handling of our belongings during transport. In more than twenty years of expatriation and international relocations, we had never encountered this. When we raised it, DocShipper's COO's response was that we should have paid more if we want proper service. We paid €2,650 for this relocation. So if you use their services, make sure you specifically ask for their premium package if you want anything resembling professional handling.
On top of this, we had explicitly requested and paid for insurance during the preparation of our file, and it was never arranged — a serious breach of contract.
There was an evident lack of customer follow-up and communication throughout, causing considerable and unnecessary stress. When we raised these issues, the company refused to fully acknowledge the shortcomings and offered compensation we consider wholly inadequate given the inconvenience, damage, and evidence provided.
The service received did not reflect the quality advertised, nor the amount invested in this relocation. We have full documentation and are happy to share it with anyone considering this company for a cross-border move.Read more 
Thank you for taking the time to share your experience. We are genuinely sorry that this relocation did not meet your expectations and that the situation caused you stress and inconvenience.
We would nevertheless like to clarify several points for readers of this review.
DocShipper coordinates international relocations through a network of qualified local partners, as is standard in cross-border logistics. This does not mean that we disregard our role: we reviewed your file internally, remained involved throughout the process, and responded in detail to the concerns raised.
The transit time indicated in the quotation was an estimated transit time, not a guaranteed delivery date. The shipment was impacted by exceptional operational constraints affecting the route and border crossings at that time. We recognise, however, that the updates and follow-up provided during this period did not meet the standard of clarity we aim to deliver, and we regret this.
Reg arding the delivery conditions, the service was arranged according to the scope, transport solution and price accepted in the final quotation. Local delivery methods can differ from those used in other countries or in premium relocation services. That said, we understand that the final delivery presentation was disappointing. After reviewing the photographs and the reported condition of the goods, no major loss or significant damage requiring an insurance claim was identified.
On the insurance point, the final accepted quotation is the contractual document governing the service and applicable coverage. We acknowledge that earlier versions of the quotation created confusion and regret this inconsistency. Standard cargo insurance does not cover delays or the related replacement costs mentioned in the review.
We do not agree with the suggestion that we ignored the matter or refused to engage. Several detailed responses were provided, and, while we maintain that the service was carried out within the agreed scope, we offered USD 250 as a goodwill settlement to recognise the inconvenience experienced. This offer was made in good faith and without admission of the broader claims asserted.
As this matter remains subject to an ongoing dispute, we cannot address every personal or contractual detail publicly. We remain available to pursue a constructive resolution through the appropriate channels.
Kind regards,
DocShipper TeamRead more