I ordered a large 23L microwave from Amazon on 29 Feb 2024. Unfortunately, Amazon chose ArrowXL as the courier for the item. This inevitably led to me never receiving the item. First off, if you’re not aware, ArrowXL used to be called YodelXL. Yep, that’s correct, before a rebranding in April 2023 they were an arm of the infamous, unreliable and highly-untrustworthy Yodel. It appears despite a rebrand, they have continued with their far below par performance standards. My recent experience is absolute testament to this. You guessed it, my item was “lost” at the ArrowXL warehouse. When we say lost, this is their choice of word. I would be more inclined to suggest it has been stolen by one of their light-fingered employees, up to their old tricks again. I have numerous experiences of this happening with Yodel, so it wouldn’t be a giant leap of imagination to conclude that under the new branding, the employees are still the same dubious lot. To make matters worse, when things go wrong, ArrowXL customer services is beyond shocking. They simply don’t care. No apologies. They say they’ll be in touch asap, but never do reach out. Absolutely all leg work in finding out what’s happened has to be done by you, the customer. And expect lies, deceit and a complete lack of care or sympathy along the way. However, once my package was finally declared on the system as lost with the status set to “Order Cancelled - Administrative or Procedural Error” (a description that’s not entirely painting a true picture of events), it was finally time to make a formal complaint. For some context, to arrive at this point over an 8-day period, I’ve made two calls to customer services (both were friendly, professional and pleasant advisors) and I’d guess maybe six conversations with their online chat advisers (all wholly unhelpful, unsympathetic and bordering on dishonest in their description of what has happened). However, the absolute hero of the firm was the Customer Complaints representative – Liam – who called me after my lengthy complaints email. Liam listened to everything I had to say, described the audit and investigation process they undertake in such circumstances, was sympathetic throughout, and unfortunately confirmed that I’ll never see the package – even if it’s found at a later date in the warehouse. Unfortunately, due to the nature of the order, I will also not receive a replacement or any financial compensation. So ArrowXL have basically lost me a relatively pricey asset with no financial compensation for their actions (as I said, I suspect theft by an employee). Other key points of the experience were with me rearranging meetings and appointments to be in the house on an agreed day to receive the package. Only for them to text on midnight that day to say there was a problem so it wouldn’t arrive. That is literally the only communication they instigated in the whole ordeal, until Liam phoned after my complaint was sent (which I cc’d the group COO into). Despite the huge inconvenience this caused me, there was no apology forthcoming. Just contempt by the online customer services (despite my friendly and professional manner on each occasion). So, that’s my experience with the rebranded Yodel. Another nightmare. A company who do not care one iota about their end customers. Dishonest, untrustworthy or incompetent? Whichever it is, I would suggest it’s not a KPI you want in a courier who’s handling your goods. We need to keep our eyes out for these rebrands and keep retailers in the loop of dodgy and unscrupulous bandits like this. Hopefully we will finally see Yodel/ArrowXL plummet into liquidation sometime soon. Until that happens, please just try to avoid them at all costs.