A delivery saga that turned into a nightmare. I have only given three stars as, although BOX support guys were so good (James, Raj and Kully), it was their courier/delivery company (ArrowXL) that has caused pain. If it was not for ArrowXL's performance then BOX would have been given 5 stars. I did not know that the courier was ArrowXL and that all of BOX's white goods and large TVs etc were also warehoused by..ArrowXL and they do not come from BOX themselves (this info is very important in the ensuing saga) The saga starts. We wanted to replace our old LG washer and LG Tumble dryer. We wanted LG again, LG had a cash back on the Washer that ended on 30th Sept. We had a large number family coming to stay with us for the weekend and we were relying on the two laundry goods to arrive on the Friday 1st Oct. BOX were the only ones that had stock of the cashback model as well as the model of tumbler that we wanted so... On 29th Sept I phoned BOX and spoke to James who assured me that they had stock and we ordered both items for delivery on Friday 1st October and paid extra for a recycling of our old washer and a 'wet connect'. Friday 1st October: Early Friday morning we received two emails from Arrow... The tumble dryer had gone to the wrong hub, The washer could not be found. I phoned ArrowXL and spoke to their customer relations agent who said that the tumble had gone to Wigan (which, I found out, was the same place as their main warehouse!!). She said that it was on its way down to Enfield where it would then come out to us. I asked if it arrived at the Enfield depot later on Friday, could it be sent out for Saturday delivery. She said maybe but also probably not as it had to go to 'LOCATION' (another word for a different area of the Enfield warehouse where deliveries go out from). I then phoned BOX (James) who was very apologetic and reassured us that there was plenty of stock of the washer and that he had no idea why the Tumble had gone to the wrong hub. He said that he would follow it up and come back to me. I phoned ArrowXL again at about 4pm and was told that the Tumble dryer had arrived. I asked if it could be quickly turned around as I had paid for a swift delivery..the answer was no and that it would have to be Tuesday 5th. Box came back, apologised again and this time it was a more senior member of staff (Raj) who said that he had no idea what was occurring but said that he was going to put another order through for rapid next day delivery.He said he would not cancel the first order in case that turned up. Two sets of goods were now on their way to us (or so we thought..Arrow thought otherwise) Saturday 2nd Oct: No machines turn up and BOX are closed (but Raj does call me and says that it should be on for Monday) Monday 4th Oct: Arrow send one email with a 2 hour time slot for delivery of the washing machine... I phone them and ask why no tumble dryer email..I was told that it had not been taken to 'LOCATION' (remember that word from before?) I ask why..I was told that there were no staff (this turns out to be a blatant lie)...when will we get the Tumbler.. she doesn't know... what about the new BOX order?...she doesn't know anything about that. I phone BOX and they are totally flummoxed. Raj says that he will cancel original order and put yet another one through. ..I say that I am concerned about the stock running out and us losing the LG cashback (£150 so not puny)...Raj says that he will put a stop on anyone else purchasing the last washer 'in stock'. Tuesday 5th Oct: I get an email delivery time slot for the tumble dryer but also a message saying that they could not find the washing machine again (this is the second one). I phone BOX and spoke again to RaJ ..ArrowXL have found the washers in their warehouse! and that ours would be a 24 hour service. Tumble dryer does not arrive. Wednesday 6th Oct: .. no sign of anything, no emails from Arrow manager phones 'within the hour'. Raj says that he will be off but that James will watch it...Raj says that he totally understands how I feel but ArrowXL are the cause of the problem. Thursday 7th Oct: Tumble dryer arrives in the afternoon. The two men . say that they have not been told about unpacking and removing rubbish..they are surly but do it and leave. We get a phone call from a manager at ArrowXL..many apologies etc, not usual happening, etc (I had read the Google reviews and Trustpilot 3200+ appalling reviews and it certainly was not 'unusual'). He went on to say that the washing machine would be delivered on Saturday 9th (over a week late)...I say that it is a recycle and 'wet' connect..he says that he will message it through personally. Saturday Oct 9th: Washer arrives, the men say that it is 'not to be unpacked' let alone connected! They do it anyway and take away the old machine. I phone the Arrow manager and he said that BOX gave the 'do not unpack' instruction.. unfortunately BOX are now incommunicado!!!
7 months ago
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