AVOID AVOID AVOID AVOID AVOID AVOID Would have given zero stars if that was an option!!! Sadly had to tap one to be able to leave the review…. Avoid this awful awful company!! Husband ordered an item via Very (a bed) and booked a delivery slot two weeks away for a Saturday (yesterday) as we both work in the week. Item was scheduled to arrive in 2 parts. We have received the first part (headboard) no problem (via a different courier company incidentally…) Checked the online tracking on Friday afternoon for part 2 of the order, all still on track, item has left Very, is showing as being held at the Worcester depot and will be arriving on the Saturday as scheduled, perfect… So we got up and got rid of old item first thing yesterday morning ready for the replacement’s arrival…. Waited for contact from delivery courier to advise of time slot as expected… nothing! Checked item tracking again around 1:30pm, it’s suddenly changed since Friday evening. It now says “customer delivery booked for 25th!” Panic sets in…. This is WRONG!! No online agent to speak to via web chat as it’s Saturday, automated email response is up to 24hrs. Googled number for depot. (0333 212 1708) and rang the depot where item allegedly is to ask them what’s going on. After clearing security checks I spoke to a guy who at first seemed helpful but after taking item reference number quickly became disinterested in our concerns, dismissive of our frustration and basically acted like he couldn’t care less about our item, he sounded bored! He claimed a “technical fault” had cancelled ours (and others) delivery slots at some point Friday night and the new date was “the best they had available” apparently. He apologised for the inconvenience and said there was nothing he could do. I did thank him for his apology but pointed out that this did not solve the issue and that I need the item ASAP as I had got rid of the old item that morning and daughter is now without a bed to sleep in. Asked if they could send it in another van, guy said they can’t as have no other vans available. Suggested that the company could hire another vehicle at their own expense to complete their obligation, again this was refused. Asked why there has been no phone call to affected customers to advise of this fault, and why we have all been left sat waiting for a delivery that isn’t coming and he pretty much shrugged his shoulders down the phone and didn’t seem at all interested. Pointed out they could have advised us of this issue yesterday, or first thing this morning. Said that had we known there was a problem, we wouldn’t have got rid of the old item our order was supposed to replace and asked him why we weren’t informed and all he could say was “I dunno.” Felt utterly fobbed off. Advised him that we can’t receive on the 25th as will be at work and it is too short notice to request for time off with employer. I explained we had booked a Saturday delivery slot specifically. He didn’t seem at all concerned, told us the fault is still causing issues and they can’t rebook me for another date right now. Asked if we can book a specific time on 25th (ie after work hours) but apparently even when they can rebook my delivery slot, they can’t allocate a specific time, only that it will come sometime between 7am-7pm and I’ll be called on the day to advise of an arrival time. They literally expect me to take a day off work and sit around waiting for 12 hours! Asked if we could drive to Worcester depot with our proof of purchase and collect the item ourselves (and bill ArrowXL for van hire/fuel/ etc) and he said it wasn’t possible. They are literally holding my furniture to ransom and by their attitude they don’t give a damn that their service is appalling. Could virtually hear the guy laughing down the phone. So glad he finds it amusing that my child now has no bed or mattress till God knows when!!! Asked to speak to someone in management and was refused this request. The guy wouldn’t give me details of anyone in management or pass me on to someone in a senior position to discuss the problem. Told me there was “nobody else” I could speak to at the depot but then when I asked for his name and company position, he denied being in a position of management himself or being in charge. Had to ask TWICE before he begrudgingly gave me an email address to complain to and still refused to reveal his identity. With no other option I asked for a note to be put onto our order for someone in management to call us as matter of urgency as soon as the fault is fixed so we can arrange delivery and he actively sighed down the phone and as I was actually thanking his for his time (just being polite) and preparing to end the call he actually snorted out loud and hung up on me!!! Absolutely disgraceful service, attitude and behaviour both from this delivery company AND it’s employee. No idea if someone is actually going to call us or if guy on the phone has even done as I request. Left in limbo! Is item still coming on the 25th, will it arrive at all? Have emailed Very with a complaint of what has happened with the company they use for deliveries but they are unable to help and are definitely trying to distance themselves from their association with ArrowXL! Disgraceful attitude and customer service from this representative of the delivery company and I have complained about both the service/inconvenience of the delayed item and lack of communication AND their employees laissez-faire attitude and lack of support. Given the reviews I’ve now read I’m regretting ordering and won’t be using ANY company that I’m used ArrowXL’s services again! Wish I’d seen this before we placed our first order with Very and gone with one of our usual suppliers, would cancel if I could… it’s not Very’s fault but the whole experience has been awful and I will stick to companies I know have good delivery service from now on. COWBOYS AVOID INCOMPETENT AVOID UNPROFESSIONAL AVOID I CANNOT STRESS THIS ENOUGH…. AVOID AVOID AVOID!!! (Will be back to update if and when item comes or my email is replied to)