Twill  Reviews 18

Poor service: delivery instructions not complied although I had a confirmation by email.
Client support unavailable either by phone (3 numbers), or by email, or by SMS.
Wine delivery in cold winter (0°C) with no possibilities to change / delay the delivery.
The wine might be good but the client support is totally absent.

Ole Behrmann the customs clearing agent delayed my shipment for weeks without clear communications.
Twill as a service is good but they should get professional customs agents.

Absolute WORST experience possible with

'Nicole Miller' so called team leader of Customs Clearence, has no clue about any updated regulations after BREXIT. NO CLUE WHATSOEVER how to explain, help etc

5 years away from being viable. They say you get priority when booking on Twill but my containers rolled atleast three times. Communication was so incredibly poor, Maersk employees don't even know what Twill is. Twill has the potential to be a great product but right now it feels like a beta program.

Import from USA to Europe.
I started my journey with Twill in March. I would like to say that if you know what questions to ask, you will always receive an answer. The team responds within a day, I had a delay but that was my fault because I've submitted the requested documents too late. Except that everything was on time, the communication was great. I had a few bumps, but those were because I had to manage on my own the customs process.
Highly recommend.

Worst service and bad communication. They delay my shipment for 32 days and don't inform the reason and give solution to solve. Container in terrible condition, lost all my cargo due to a damage on the roof.

Poor response times, poor communication in Chinese office, high turn-over of staff in HQ, confusion about local charges

The number of errors and incompetence I have experienced with Twill is mind-boggling. The platform is inaccurate and has bugs. It is IMPOSSIBLE to talk to an actual person for a solution. Long story short, total failure. Do not waste your time.

If I can give 0 Star, I will give 0 Star.
They charge me detention charge and no show charge because of the mistakes that they made by themselves. They change the container number and left it stranded in the port because of their system failure, but asked me to pay for their mistakes.
They change the container number in last minute when we took it from the container terminal, but then did not update their own system so that the container was left stranded in the port and not loaded to the scheduled vessel because their system did not recognize the container number.
When we contacted the hotline number, no bodies answered. We can only use emails but the reply was not satisfactorily adequate. They did not take it seriously and did not explain us or acknowledged their mistakes.
They cut the cost by reducing human interface but sacrificing the service. Cheap price but useless customer service.

Poor customer service, no response and reply, delay my shipment for 28days and zero efforts to rectify or follow-up..
Staff just apologise then continue to let shipment delay again and again...

Not possible to ship LTL, and cant offer any spay to Norway what so ever in any future date

Seems useless

Waste of time, impossible to contact. The other reviews sum up this company perfectly.

I faced lots of problems when I wanted to work with Twill:
*I talked to more than 5 people from different parts of the world while nobody knew what the latest status was.
*All details were not in place in twill.net and I had to check with people and sit and wait to receive an answer by mail for what was supposed to be there in twill.net
*While I registered in the system as I was asked in twill. net, I spent about a week for my registration to be completed and I provided same requested information more than 2 or 3 times on mail to same and different people, I am wondering why they didn't have the record of their mails
*Provided information was asked to be provided more than once by the same people or different people ( details like contact information of shipper)
*I sent a message to PIC and explained the situation, he connected me to another PIC in my country to follow my requests, he was really helpful. We had a tel conversation and all requirements from our side were crystal clear. As we need twill to arrange export custom clearance for us in origin, I provide contact information of the shipper to twill to contact and arrange the needful. Nobody were contacted him and at last I received mail from Twill origin office that they couldn't arrange the letter of attorney for first shipment. while it was cleared and talked with them that we confirm all documentations in place then start bookings.
*I received an email from twill support with a BL number mentioned in the subject of mail and they asked me for documents in destinations while booking was not confirmed by the carrier and when I asked on mail, they told me to just ignore the message.
*The last one is that the offered rate is about %40 percent higher than other offers from other carriers and forwarders while I accepted it because I want to have one reliable partner to do a smooth operation.
I remember the first quotation, when I asked twill people why it is that expensive, they sent mail in response. That's because twill is here to make every shipping request easier, it is not working like old fashioned shipping and … .
I feel nobody is there to take action for making a potential client to an existing one. Today morning I checked the reviews of twill on the net. It was 2.5 out of 5, that is really low. I wish I had read it before just exchanging emails for more than two weeks.

I'd wanted to ship a container from the U.K. for my business (it was my first time shipping).

I had a date reserved with them for over five months and long story short - that date wasn't honoured, prices were increased for the next sailings, no one who worked there had the same information or could be of any help. Staff chopped and changed with no handovers on prior dealings with me and I had to follow up time and time again (it should be the other way around!)

I had to book elsewhere last minute as I didn't trust them at all in the end which cost me thousands of GBP extra as it was all a bit last minute. Very stressful - I had already sold a portion of what was in my container so I was less concerned with the overall price vs. just making sure I could sail.

The website is totally messed up - don't even trust that if you have a date locked in on the website that it's actually meaning you've a sail date locked in...

Compared to other similar service (flexport and others...) Twill is not good at all. The chat support don't know anything, the email support is sometimes from Europe, sometimes from madagascar... and nobody is saying the same thing.
At the end they delayed the shipments because they forget to clear custom or because we are supposed to ask something to maersk directly, something that twill support don't know we need to do it.

But don't worry they will not gorget to charge you extra fees and to ask you to pay even if it is 100% their fault.

You would think based on the Twill design and platform that Maersk was serious about launching a competitor to Flexport. Sadly, the Twill interface appears to be just an empty front that has ties in weakly to Maersk's system. No management or execution really happens through Twill and the Twill team in North America seems powerless to solve problems beyond e-mailing Maersk support people just like the customer would do.

Website constantly giving wrong information ( when its working) multiple emails asking you to update, when you log on to the site you cannot complete the task, response is incredibly slow to fix these errors (as in months) also slow to respond to emails since Maersk reorganization, closing certain offices.