“When I recently used the services of this company I was appalled by the way the couriers and costumer service treated me. The two men who were to bring my fridge into its designated location refused to do so whilst giving me extreme attitude and lectures about their health issues , they then left me and my kids with a huge American style fridge in my corridor, causing obstruction and a health and safety hazard with no way to go out the door and no way open it for those knocking to deliver items. I have to get everything through the window in my front yard. When I called the company and explained this situation they assigned new couriers to me and then proceeded to mess up the timeline of when they would be arriving. That was then cancelled. They promised to call me back and reschedule the second delivery crew but it’s been 3 days and no call. Horrible costumer service and unprofessional delivery teams. Never ever again - terrible service”
“Never heard of Arrow XL before and hopefully never will again. Ordered two items, larder fridge and freezer, from Appliances Direct, which we've bought from before without issue. Booked for delivery of both items on same day in two weeks as well as removal of old freezer & fridge for extra £40. That gave us time to get things ready. No contact during that time so figured all was well. Then just before delivery day got email confirming freezer was being delivered as booked. So waited for second email to confirm fridge's delivery, but nothing came. Contacted Arrow XL CS and was assured both would be delivered on date as booked. Somewhat relieved when 2nd email mysteriously appeared confirming fridge will be delivered on date booked. Text comes thru on the day confirming freezer to be delivered btw 6:30-8:30am. But no txt for fridge delivery. Contacted Arrow XL CS again. Put on hold for ages then line dropped. Rang again. Put on hold, music stopped, then just silence, so I hung up. Rang again. Finally reassured both items were coming next day and first delivery van would be removing both old items. Great! But tracking shows only one item, the freezer and it's on it's way. Told drivers will txt 30mins before arrival. But where's the fridge?? We need that more cause we don't have one! Got in touch with CS AGAIN. Well...item never put onto lorry coz of issue at warehouse! What?? Tracking said it was on the way. No it's the fridge that is coming, not freezer! And don't know when freezer can be delivered either! What?? So tracking info was all wrong then? Yep! We may have to wait another 8-10 more days for delivery now! Fortunately the FRIDGE was delivered that day, NOT the freezer. Phew! But the drivers would only take one old item. Left freezer on garden. So tried Chat again and stressed we needed the freezer and it wasn't right to promise delivery of both same day, have issues, not contact customer and then leave us in the lurch. That pressure got us a new delivery date in 7days instead. Better than nothing. Delivery did happen as booked this time but the drivers would NOT take old freezer cause it wasn't on their order. So I complained to CS at Appliances Direct instead and they apologised, arranged p/u of old freezer and passed on bad feedback about our Arrow XL experience to appropriate people at BuyersDirect, the parent company. Hopefully they will take more of an interest in who they have delivering their products and respond accordingly. But for us wherever Arrow XL is mentioned as delivery service in future we won't order the item from that shop.”
“Guy called said he will be 20 minutes I drove all the way reached there in 18 minutes and they where already gone. The man was rude and dismissive on the phone and hang up on me. What a Useless company how are they still operating bunch of morons”
“Very friendly customer care on the phone and when the delivery driver and drivers mate turned up they were very polite and went that bit further in aiding my elderly mother who lives in Dundee by unwrapping her washing machine and installing it straight away out of kindness. Even though this is not part of there job description they took that extra time out of there day. A big thank you from myself to James and big mick for being genuinely a nice couple of lads.”
“Fridge freezer delivered yesterday
Delivery men refused to take it into my kitchen even though it would fit without the packaging.
Fridge freezer is 70.6cm my door is 77.5cm
It is now in my dining room still in the packaging - they didn’t even take that away with them.”
“My package (8SWB00017284A087) was out for delivery and I was delivery #2 and was expecting delivery crew to show up in next 10mins as per website tracking, I then get an update of a failed delivery via the app.
I called customer services and they say it was apparently due to an incomplete package which is strange as they were in transit at the time.
I specifically set the delivery date as I had hired someone to help build and install it which I have lost money on now.
I'm also am at work next week so have to deal with the inconvenience of a delivery round that now.
First time using Arrow and it will be the last, really dissapointed. Avoid this company.”
“i want to complain about one of the drivers who was rude when i asked him to move out of a private car park and to use the pubic one opposite so instead he moved out of the car park and then purposefully parked straight across the entrance so he could finish his coffee and sandwich. the web chat was disconnected as i was typing so someone doesnt want to hear bad things about their company. shockingly rude stafft no surprise there as I have been reading their reviews which are mostly a 1 star....how they are still in business i dont know and the companys selling the items they are delivering need to review their courier company before the bad reviews feed back up to them”
“Terrible delivery service, unreliable and do not deliver when promised.
Order at their depot and failure to put on route resulted in offer to deliver in another 5 days.
Totally unacceptable and customer services had great difficulty in finding excuses for the problems and failure to give upgrade to delivery, but delay it a further 5 days.
Order cancelled and a total waste of time.”
“1/2 my parcel is at one depot 1/2 my parcel Is at another. They have no idea when both will be reunited and will be delivered they will contact me in a few days to let me know if they have managed to get things together”
“There delivery service is terrible, to lazy to walk 20m up to my house so they decided to redeliver a week later when I didn't need the item anymore... morons”
“Got a phonecall 6.45 this morning to say delivery would be inbetween 7am & 9am, I explained that I had to take my son to school at 8am but would be back 8.15am, he said Oh we will have to see about that then, so I decided to take my son to school earlier, anyhow 8.05 my mobile phone went as I was driving home from school run, he said we are outside, I said I will be 2 mins, pulled up outside my house to 2 miserable stern faced men, made me feel instantly uncomfortable, I said I told you I'd be back for 8.15am, he said I've spoke to that many people this morning, must be 40+ people he left the table in the kitchen I signed & left, this is the state of the box, obviously I can't check it until my husband comes in as it's massive & heavy, watch this space, I just hope it's not damaged as I don't want to have to deal with ArrowXL ever again”
“This company is awful. They showed up to my house and disputed that the fridge we ordered would fit in the house. They said the wrong fridge must have been sent, which was not the case, then they said the dimensions on the website must have been wrong, again this was not the case. Eventually after almost 30 minutes they agreed to open the box a little and measure it to find it was the correct size.
They assured me it would not fit through the front door. It did. They then placed the 110kg item in our hall at, blocking my 9 month pregnant wife trapped in the house, unable to leave. Then they left. After a significant amount of effort I managed to move this huge appliance just enough for my wife to be able to get passed, and in doing so had to block a door to the house open. This meant we were unable to leave the house and have been for hours.
There customer service is abismal. I asked for any delivery driver to be sent to us, just to help carry the thing through the remaining doors to where it needs to be put and they refused. They are a joke of a company, rude and create dangerous situations.
As they were delivering on behalf of another company, and were unable to solve the issue they created they are also causing me to leave negative reviews for their client. If you are a company looking for a courier, I would recommend you steer clear of this company, they are not worth the risk of doing business with.
To top it off, when attempting to discuss this with the joke of a customer service team, they read me a false report left by the driver, saying that we refused to sign a damage waiver and that's why he would not move the item in the house. What the driver told me after spending a ridiculous amount of time not delivering the item, was that he did not have enough time, and did not want to risk ANOTHER complaint against himself. The company condoned the drivers behaviour. This is not just a single person making a bad decision, but inherently bad processes supporting bad decisions.
Awful and dangerous!”
“Their drivers said they only get 14min to deliver so they left me, pregnant at 9 months, blocked inside the house with no way of getting out and I could go into labour any minute! What's worse is they said head office authorised them to leave without completing the delivery! This insane! I asked them to help clear a path so I could get out if I needed to but they refused! I'm blocked in by a 110kg American fridge freezer!”
“FIRSTLY!!!! IT TAKES ALOT FOR ME TO COMPLAIN BUT NOT ONLY IS THIS THE FIRST DELIVERY FROM ARROW XL BUT THIS IS THE 2ND!!!! THE FIRST WAS A PIANO OF WHICH WE HAD BEEN TOLD THAT THE DELIVERY DRIVER WAS UNABLE TO LOCATE PROPERTY AND HAD TO WAIT A FURTHER WEEK FOR DELIVERY OF WHICH IT CAME WITH A DAMAGED BOX. THE SECOND AND CURRENTLY WAITING FOR AT THE MOMENT!! IS A DELIVERY FOR MY HUSBANDS BIRHDAY ON THE 19TH JUNE WHICH WAS MEANT TO TURN UP ON THE 11/06/2022 SATURDAY AND AGAIN THEY HAVE SAID UNABLE TO LOCATE PROPERTY WHERE ON THE SYSTEM THEY SHOULD ALREADY HAVE THE ADDRESS FROM THE FIRST DELIVERY!!! NOT HAPPY AS NOW!!! MY HUSBAND PROBABLY WONT RECEIVE HIS PRESENT ON THE 19TH!!!! ALL BECAUSE DRIVERS ARE PROBABLY SAT AT MCDONALDS ENJOYING THEIR BURGERS! WAS AT HOME THE INTIRE TIME AND WHEN THEY SAID THAT THEY APPARENTLY ATTEMPTED!! I LIVE ON A MILITARY BASE AND TOLD THE MAIN GATE PERSONNEL TO LET ME KNOW BY CALLING ME IF AND WHEN THEY TURN UP. AFTER RECEIVING THE NOTIFICATION FOR FAILED DELIVERY I RANG THE MAIN GATE AND THEY TOLD ME NO!!! DELIVERY HAD BEEN ATTEMPTED AND THEY HAD'NT REFUSED ANYONE WITHIN THE SHORT TIME FRAME GIVEN FEOM THE FAILED NOTIFICATION. THIS IS TOTALLY UNACCEPTABLE AND BECAUSE YOU PAY SO MUCH FOR AN ITEM YOU EXPECT YOUR ITEM WHEN YOU ARE GIVEN THE PROMISED DELIVERY DATE. WHEN I RECEIVE THE ITEM I WILL NEVER USE THIS AGAIN. VERY??? YOU NEED TO CONSIDER A TRUSTED GAURANTEED DELIVERY COMPANY THAT WILL DELIVER YOUR GOODS WHEN THEY SAY THEY WILL. ARROW XL GET YOUR DRIVERS SORTED!!!!!”
“Unable to deliver address cannot be located. Code for we haven't bothered, but this covers us to the company that is using us to ship the items to you. Terrible com many, zero customer service, to be avoided at all costs, if you buy goods from a company that use this delivery agent, then by association they don't really care about you as a customer.”
