InXpress UK Reviews 440

Excellent platform to use and the support is great. Thanks to Paul Cox for aiding me

Excellent company and the staff are next level for customer service.
Very mindful to our requirements and go the extra mile to resolve problems,
Nikki the director is hands on and takes calls from customers which is very rare these days. Very reasonable rates with door to door collection and a very intuitive booking system , totally recommend for all shipping needs including uk and international, keep up the good work team ❤️

I rarely leave reviews, but after my experience with InXpress Southampton, I feel obligated to warn other businesses. If you are considering working with InXpress, I strongly advise you to think twice before committing to a company that refuses to take responsibility for its failures and instead manipulates compensation to benefit themselves.

The Issue: £2,000 Loss Due to InXpress Southampton’s Failures
As a long-term InXpress customer, Gayways Ltd has always paid invoices on time and increased spending year after year. In fact, we were spending around £1,000 per month and growing. However, despite our loyalty, we suffered a financial loss of £2,000 due to:

Parcels being left in unsafe locations, requiring us to send replacements at our own cost.
A parcel lost within InXpress' own depot, despite their supposed tracking and scanning systems.
This was not our fault—this was caused by InXpress' operational failures.

Their "Goodwill" Offer – A Trap, Not Compensation
When I raised the issue, Lee Thompson (Sales Director at InXpress) initially proposed a fair resolution:
✔️ £1,000 refunded directly
✔️ £1,000 credited against our next invoices

This seemed like a reasonable way to settle the issue.

However, shortly after, Eric Chapman (InXpress Southampton) overturned this agreement and replaced it with a restrictive and unfair offer that ONLY benefited InXpress:

❌ No immediate compensation – Instead of refunding what we lost, they offered a credit spread over 20 months, forcing us to continue using their service just to reclaim our own money.

❌ Conditional on Future Spending – The "credit" only applied if we spent at least £500 per month. If we didn’t meet their spending targets, we wouldn’t get the full amount back.

❌ Cannot Apply Credit to an Outstanding Invoice – Even though we owed £725.59, they refused to let us apply the credit towards it, meaning we had to pay out-of-pocket while waiting nearly two years for our so-called "compensation."

❌ Threats & Retaliation – When I refused this unfair deal, Eric Chapman retaliated by withdrawing the goodwill credit entirely, effectively saying, “Take it or leave it.” Worse still, he then blacklisted our company from all InXpress franchises and labeled us as “trouble” for simply asking for what was fair.

Is This Fair?
Should a long-term, loyal customer spending £1,000 per month and growing be treated this way?
Should a company withhold compensation unless you commit to spending more money with them?
Should a business be blacklisted just for challenging unfair practices?
Final Thoughts – Avoid InXpress at All Costs
If you care about fair business dealings, accountability, and professionalism, DO NOT work with InXpress Southampton. Their approach to customer service is manipulative and self-serving, and instead of resolving disputes professionally, they resort to threats and retaliation.

There are many other shipping providers that will treat you with respect and fairness. InXpress Southampton, unfortunately, is not one of them.

Ask yourself: Is this the kind of company you want to trust with your logistics?

Charged for return parcel to the sender £26 something and lost it. They did not provide printable label to us, said the driver will bring the label. And he did not! Parcel worth £1000 is lost without any trace. InXpress has promissed to help with lost claim but seems doing nothing. More than 3 month passed with no updates. They didn't even refund £26 they charged for lost parcel. Won't recommend this company

We have worked with InXpress for 2-3 years.
Customer service has always been great.
Unfortunately recently we were charges for a customs charge when the customer "refused to pay", typically the goods are returned to sender but UPS decided to delivery and charge us 3x the shipment cost plus another £73 to reverse the charges.

For some reason we weren't told about this charge which should've been flagged. more so the accounts were no help I had to ask how this can be reversed.
I would suggest checking your invoices as you will not be made aware of any extra charges by them.

3 boxes not delivered to the requested and agreed address.
No proof of delivery on any of the packages despite being a requirement.
Justification of the carriers failure to get proof of delivery. Requesting the customer to get CCTV to prove where product was delivered. I was under the impression I hired a courier company to collect from A and deliver to B, so why I am being asked to make up for the failings of the service provider.
Minimal feedback from Inxpress, no sense of priority for my goods and the loss of face I suffered for telling customers product would be with them soon, those 3 boxes have not shown up and Inxpress had the audacity to try and charge me for non delivered product.
Somehow in an email today it is suggested that it is on me for not helping to resolve. Perhaps I should have waited day and night for the courier.
Customer service No
Accountability No

Supposed to arrive on December 13th. Package Lost and worst of all, No Answer. Last contact on Dec 23nd and I still dont know where my shipment is.

Prompt and safe shipping of delicate apparatus next day throughout UK and fast across the world was a major challenge and a worry. Until someone recommended inXpress, which is like having an expert in-house, full time. For free. The savings are also substantial. We now deal with Stephen & team who have taken over the Glasgow depot. Thank you guys!

Very Helpful and Second to none customer service.

Always a quick response and clear professional advice with shipments!

I have been dealing with Paul from the Swindon branch and has been exceptional to work with, assisting me with any queries i had and extremely prompt on responses. I have tried numerous courier services in the past and none have even come close to how InXpress operate with their simple, stress free and quick delivery via the web portal to book and compare quotes! I have been looking for a company like this for a very long time and glad i found them.
Could not be happier with the service they offer and will definitely recommend.

-James, Franchise 156

Inxpress are worth their weight in gold!
Nothing is ever too much for them. The help they have provided us with customs is 10 out of 10!
I have never known a company to answer the phone as quickly as Inxpress do and they are all so friendly and helpful.
We are a business that sends high-ticket items, and when arranging a same-day, door-to-door delivery, the service was impeccable.
I cannot recommend inxpress enough!

I have been working with them for 3-4 years, but their service has gotten worse over the years. I set Collettion, the time intervals are certain, the driver arrives 3 hours after the appointed time (but of course he didn't). I talk to customer service, they say we will look at it and call you back, but no one calls. After repeating this situation 3 times (off course they don't calling me I call them day by day) , a representative says that the driver will be there in a hour he is on the road, but of course such a person does not come for the collection. They don't have any system, they don't have driver tracking, they don't have a concept of time, if you work with these guys, your own system will crash. We are sure that it will definitely give you a headache.

InXpress Derby have been excellent. There have been a couple of issues with DHL however, InXpress have been quick to resolve, even going so far as calling our customers direct to explain delays etc.

Natalie and the team are amazing and we intend to work with them in the future.

Shocking service. Promised the earth but collection drivers failed to turn up on many occasions, despite promises.
Worst no show was 4 days in a row..
Watch the failed collections as they will still charge you every time

I want to express my appreciation for Jacqueline's outstanding performance. She is always extremely helpful and supportive throughout. Her positive attitude and willingness to assist makes a huge difference and she consistently goes above and beyond to ensure everything runs as smoothly as possible. I'm grateful for her dedication and hard work. She truly is an asset to your team.

I work for a family owned car dealership, using InXpress for deliveries for our website orders.

We had a tricky situation with an overseas customer and Kim was unbelievably prompt and helpful resulting in the customer receiving his order within the time he needed.

Thank you Kim for your service as always, even the small queries are always answered immediately. You have been so helpful as was Bethany who handled our account before.

Great service ladies!

We are a small business based in Bristol and have been using InXpress Swindon for a few years now. Mostly for international exports and imports. Some of these have been complex and we have needed extra consideration for precise delivery arrangements. In these situations we need good customer service and somebody we can speak to if we have a problem. Kim has been amazing in this role, providing excellent communication at every stage. Always double checking the details and following up on any extra action required. An excellent service.

The rare occurrence a cold call was worth listening too! Promised a lot of things I was skeptical about and delivered on all accounts and more!

An awesome company with even better staff!

We are a north Lincs based company that deal with the Swindon office of Inxpress.

An amazing tool for those wanting to ship anything anywhere, excellent customer service from all staff who regularly go out of their way to provide comprehensive info on how to use the program and trouble shoot any issues.

I would like to particularly mention KIM DAWES and her flawless customer service. I ring far to many times with issues I've often created myself, her polite upbeat attitude should be used as an example for all of those working in the customer service sector and goes above and beyond to ensure the job gets done! (Including explaining how to use my own computer over the phone haha!)

I have been dealing with Kim and Paul from the Swindon franchise and both have been exceptional to work with. I could not recommend either of them enough with been extremely helpful and going as far as updates on shipments as they progress.
Could not be happier with the service they offer, top notch to them both!
-Phil

New finance leadership have been far too heavy handed which has resulted in an exodus of senior finance people.