Ace FX - Reliable?

wdw2003

I'm about to order a chunk of holiday money and Ace FX come out best by 3 Euros/£1k. After having used CCE (successfully) thanks to MSE, I'm more cautious now.

Are Ace reliable? The only thread I found was mixed, with one fairly obvious employee post saying how wonderful they are.

benjus

I work in Canary Wharf in London - other than the banks and the Post Office (which are much more expensive) Ace FX is the only place to change money here. I've used them a couple of times with no problems. I recommended them on this forum recently (https://forums.moneysavingexpert.com/discussion/3312542) and it seems to have gone smoothly...

wdw2003

Just asked Travelex to price match Ace, which they will, but only after me buying from Travelex at a lower rate first - as if! They'd obviously rather lose business than advertise truly competitive rates.

[Deleted User]

I've just tried to use Ace FX for delivery.

I ordered the currency on Sunday evening. The form I completed included my phone number, and asked me when I was travelling - on Thursday. The website advertises that currency ordered and paid for over the weekend will be sent on Monday for delivery on Tuesday.

On Tuesday morning I received an email saying that it had been dispatched, for delivery on Wednesday. 24 hours late, note, but it would still arrive in time, so no problem.

This morning (Wednesday) I called them to confirm that it will arrive today. I was told that they had been unable to confirm my address on their system, and that they were still trying. I pointed out that I'm travelling tomorrow, and that they had not called me to let me know of the problems. Worse, I'd actually received an email saying the money would be sent on Wednesday - and this wasn't true. I didn't even get an apology until I said this wasn't good enough, and that I needed it today. I asked to speak to the manager, and was told I already was. He seemed quite unconcerned about the situation.

They will now refund me the payments I made, but I now have to purchase currency at very short notice, and hence worse rates. That's assuming they do refund the money promptly. If I get any problems with that I'll post here again.

I'm furious, and will not be using Ace FX again. No point having the best rates if your delivery service is unreliable.