Polar Express Reviews 18

I contacted the Polar express customer services team as I had tickets for spa valley in Tunbridge Wells my disabled son had to have emergency surgery on the day I had booked. I looked at the website a week in advance and I could see they had space on an alternative date that was less money as it was a week day. I requested customer services move my tickets and of course I did not want my money back for the difference. They simply refused. So I had to make a decision as a mum whether I was going to let his twin brother down entirely or whether just me and my disabled son would miss out. I asked the person who emailed me if they could call to discuss but to no avail. I think it’s really poor for such a large company.

Unbelievable quick service! I didn't expect that my 2 packages were delivered so fast! Very professional service. I highly recommend this company!

I am a seller and had a scammer attempt to use their shipping service. Once I reached out to Polar Express, they blocked the scammer's account and assisted me with returning the product which was part of a pending return fraud request on eBay.
Freight forwarding industry is sometimes used by scammers but it's important to understand that it's usually run by competent people with good intentions so if you have problems, always reach out to the logistics company before giving up and just filing complains.

I enjoyed everything. From entering the car park right up until returning to the car park I was amazed at how smoothly everything went, how well organised the event was. I am always a little apprehensive when I book anything like this and expect problems. There were no problems, this was perfect! All the staff, and I mean all, the car park attendents, the bus drivers, the greeting staff, the gift shop staff, the two people who were singing prior to the train journey, all of the entertainers on the train, they were all amazing. So friendly so helpful, made us feel very welcome and although there were lots of people there, we were made to feel special, everyone was. I never expected the train to be as good as it was. Beautiful decorations, never ending entertainment, delicious hot chocolate, a lovely little bell from Santa and even our name punched into the golden ticket! The whole experience was magical, even at my age, let's just stay I am retired. There was even snow! I was blown away by the whole experience and can't stop talking about it and showing photos.

Terrible service. Rude customer service in Russian. My mom tried to send package to Spain, denied and now we have to pay for return? I give not only a negative star but I wish they just close the company. Lost 500$ plus with them. I no longer wish to see their service being on the market. Going to complain to BBB burou for fair use and rude customer service. Charging fee for return package, this is a wrong kind of business.
Furthermore, if you as a business should know that it is all about customer not the money. If you wish to build money you not only in the right market you are in the wrong field completely. And one more thing: this is outrageous and a scandal. Not only denying package but also charging for it? Where in the right mind is it done do tell?
I will rite as long as i have to because I am outraged, mad, and otherly disgusted by this company even exist in the first place. This company must be stopped and must be stopped yesterday. Where BBB is looking at?

This is not a true reflection of the Polar express- apart from the steam engine itself all the carriages were old dirty ex network rail carriages. It was an absolute disgrace and a waste of money. The whole experience was awful. Even the so called hot chocolate was like warm abd made with water if I could get a refund I would , absolutely disgraceful

They didn't receive my package and it was held at the post office. I emailed them several times asking to pick it up. No response. Then, knowing it had already been returned to sender, they messaged me saying they "didn't know at which post office to pick it up" and asked me to tell them that. In my opinion, if you don't know where your post office is, then you shouldn't be doing it at all, and waste people's time and money. I used reship.com after, and it was great

I used them vía ColisExpat but i need a prepaid return label from polar express to send back my product not allowed in my country .ColisExpat don't want to know nothing about that and my seller said to contact you for the label. Please i need a solution. I am very disappointed of your services. Thank you

This is scam - beware!
My parcel was sent to nowhere. I was feed with promises by the support every day. After a month I have opened PayPal claim and my account at polexp.com was blocked!
Unbelievable ))

Great company, I had a package going to a fraudster who bought from me on ebay. Luckily the person whose credit card was stolen charged it back quick, I reached out to these guys and they were friendly and helped me make sure the fraudsters account got locked.

Shortly after my order from amazon was shipped to them, ‘an administrator’ blocked my account. No way to communicate with them, no reasons given for the locking, not on their site nor on the email. I canceled my order before it got to them so that it wouldn't get stolen by them. Never shipping through them again. No way in hell I am recommending this service to anyone unless you like being scammed by russian guys. Worst experience ever!!

Best logistic company ever. I recomend everyone