I booked a van, got a confirmation email and they took my payment. When the van had not arrived yet, 15 minutes past the time they were due, I called the driver. The driver said that they had rejected the job and therefore weren't coming. I sent compare the man and van a message via their online chat to try to get a replacement van. It said that they usually take about 30 minutes to reply. Two days later it still says that my message has not been seen by them. I give up on that and reply to the email they sent me asking how the move went. No reply to that a couple of weeks later. They don't advertise a number to call on their website but I managed to find one online. Gave that a call and they said they would pass my case on to their "customer success team" , mark it as urgent and I can expect to hear from them soon. Still not heard anything, and they still haven't refunded my payment. It seems like this company will match you with a van, take your payment and they consider their job done at that point. If the driver accepts the job and turns up then it no doubt seems like the company is fine. If the driver rejects the job or doesn't turn up, they just take your money anyway and you never hear from them again.