Where do I start ! I purchased an American fridge freezer from VERY and was expecting the delivery to take place on Tuesday 4th June. I was given a time slot between 2pm -5pm Then it was put back to 5pm -7pm. I waited and waited but no show I had a phone call of one ring. So I called back but no answer. I then received an email stated tried to deliver but nobody in and a card was left ! That was a lie Sano card was left and no attempt of delivering… I then received an email to rebook for another delivery for Saturday 8th June. The email stated I would receive a time slot for the delivery. I didn’t receive any confirmation time so called up ArrowXL to find out what time delivery was going to be. I was told that the fridge freezer wasn’t on the lorry to be delivered as it wasn’t in the picking area where it should have been ! So I called up VERY to cancel the order and to get my money back as I didn’t feel confident that I would ever get the fridge freezer. The person at VERY was very apologetic and said if she could get a new order placed and for the delivery to take place on Monday 9th would I be happy with that. I said yes ok as long as I will definitely get the fridge freezer delivered and the old one taken away. She reassured me that yes the delivery will take place on Monday.. All was going to plan thankfully. I received my time slot and a call from the delivery driver that they were on their way. The drivers turned up and brought in the new fridge freezer. I was so relieved until they said that they wouldn’t take away the old fridge ! Initially they said they didn’t have it scheduled to take it away and they wouldn’t get paid for doing it. So I said that I thought it had all be booked in for the delivery of the fridge freezer and the old one taken away. So I said I’ll call up VERY to find out what’s going on. The delivery men then said even if it was booked in they would not take the old one away as it was still in the fitted kitchen area and it should be taken out and ready to be moved and taken away. They said the didn’t want to move it in case they damaged anything. So to help them even though I have sciatica of the back I moved out of its slotted area into a position they could take it. I’m only small I might add and female I was surprised they were happy to watch me move it across the kitchen without offering any help ! I then said ok now it’s out of its place now please take it away. To my shock and horror they said no because they would damage the floor ! I said it’s fine the feet are on rubbers and it will not damage the floor One of the men still insisted he wouldn’t move it …. He said I would need to take it out on the driveway and rebook to have it removed VERY was still on the phone I might add and said they have never heard that the fridge has to be put on the driveway…. I was so angry by this point as you can imagine.. who wouldn’t be. I had paid for the old one to be taken away as part of the service offered But the main man was adamant he wasn’t going to move it and take away. So then they just left with the fridge still sitting in the kichen ! So I spoke to VERY to find out what happens next. The lady said I’m very sorry about all this and would deduct the cost of the old fridge freezer collection and a £50.00 credit … But that still didn’t help with the current situation of a fridge freezer sitting in the kitchen. I know it can cost about £60.00 for the freeer to be taken away so I’m no better off with this credit of £50.00 So I called up ArrowXL to complain about the awful experience with their two drivers and the predicament I’m now left in. They said that the driver stated that he wasn’t going to move the old fridge because he was worried about damaging the floor and that the fridge wouldn’t fit through the front door anyway ! I said that I know for a fact it would fit as I brought it through the front door when I bought it Plus the deliver man made no attempt to try to take it WY. The driver also lied that I refused to sign a declaration form ! He never asked me to sign anything at all. The ARROW XL person I spoke to said that the drivers can refuse to take it away if they feel they might damage something. So my question is why does VERY offer this service to customers if the ARROWXL drivers can refuse to honour it ! I’ve now got to either wait for another driver to come out and take away the fridge or I have to find another way of getting the fridge removed …. This whole experience to have a new fridge freezer delivered and the old one removed has been an absolute nightmare using these two companies. There doesn’t seem to be any professionalism of customer care and conduct with ARROWXL. If it wasn’t for me and other customers purchasing these products that need to be delivered then ARROWXL wouldn’t have any business. So at the end of the day we as customers pay their bills and they should realise this if they ever want their company to continue… THE END…