“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.”
“AVOID AVOID AVOID AVOID AVOID AVOID
Would have given zero stars if that was an option!!! Sadly had to tap one to be able to leave the review…. Avoid this awful awful company!!
Husband ordered an item via Very (a bed) and booked a delivery slot two weeks away for a Saturday (yesterday) as we both work in the week.
Item was scheduled to arrive in 2 parts. We have received the first part (headboard) no problem (via a different courier company incidentally…)
Checked the online tracking on Friday afternoon for part 2 of the order, all still on track, item has left Very, is showing as being held at the Worcester depot and will be arriving on the Saturday as scheduled, perfect…
So we got up and got rid of old item first thing yesterday morning ready for the replacement’s arrival…. Waited for contact from delivery courier to advise of time slot as expected… nothing!
Checked item tracking again around 1:30pm, it’s suddenly changed since Friday evening. It now says “customer delivery booked for 25th!” Panic sets in…. This is WRONG!!
No online agent to speak to via web chat as it’s Saturday, automated email response is up to 24hrs. Googled number for depot. (0333 212 1708) and rang the depot where item allegedly is to ask them what’s going on.
After clearing security checks I spoke to a guy who at first seemed helpful but after taking item reference number quickly became disinterested in our concerns, dismissive of our frustration and basically acted like he couldn’t care less about our item, he sounded bored!
He claimed a “technical fault” had cancelled ours (and others) delivery slots at some point Friday night and the new date was “the best they had available” apparently. He apologised for the inconvenience and said there was nothing he could do.
I did thank him for his apology but pointed out that this did not solve the issue and that I need the item ASAP as I had got rid of the old item that morning and daughter is now without a bed to sleep in. Asked if they could send it in another van, guy said they can’t as have no other vans available. Suggested that the company could hire another vehicle at their own expense to complete their obligation, again this was refused.
Asked why there has been no phone call to affected customers to advise of this fault, and why we have all been left sat waiting for a delivery that isn’t coming and he pretty much shrugged his shoulders down the phone and didn’t seem at all interested.
Pointed out they could have advised us of this issue yesterday, or first thing this morning. Said that had we known there was a problem, we wouldn’t have got rid of the old item our order was supposed to replace and asked him why we weren’t informed and all he could say was “I dunno.” Felt utterly fobbed off.
Advised him that we can’t receive on the 25th as will be at work and it is too short notice to request for time off with employer. I explained we had booked a Saturday delivery slot specifically. He didn’t seem at all concerned, told us the fault is still causing issues and they can’t rebook me for another date right now.
Asked if we can book a specific time on 25th (ie after work hours) but apparently even when they can rebook my delivery slot, they can’t allocate a specific time, only that it will come sometime between 7am-7pm and I’ll be called on the day to advise of an arrival time. They literally expect me to take a day off work and sit around waiting for 12 hours!
Asked if we could drive to Worcester depot with our proof of purchase and collect the item ourselves (and bill ArrowXL for van hire/fuel/ etc) and he said it wasn’t possible. They are literally holding my furniture to ransom and by their attitude they don’t give a damn that their service is appalling. Could virtually hear the guy laughing down the phone. So glad he finds it amusing that my child now has no bed or mattress till God knows when!!!
Asked to speak to someone in management and was refused this request. The guy wouldn’t give me details of anyone in management or pass me on to someone in a senior position to discuss the problem. Told me there was “nobody else” I could speak to at the depot but then when I asked for his name and company position, he denied being in a position of management himself or being in charge. Had to ask TWICE before he begrudgingly gave me an email address to complain to and still refused to reveal his identity.
With no other option I asked for a note to be put onto our order for someone in management to call us as matter of urgency as soon as the fault is fixed so we can arrange delivery and he actively sighed down the phone and as I was actually thanking his for his time (just being polite) and preparing to end the call he actually snorted out loud and hung up on me!!!
Absolutely disgraceful service, attitude and behaviour both from this delivery company AND it’s employee. No idea if someone is actually going to call us or if guy on the phone has even done as I request.
Left in limbo! Is item still coming on the 25th, will it arrive at all? Have emailed Very with a complaint of what has happened with the company they use for deliveries but they are unable to help and are definitely trying to distance themselves from their association with ArrowXL!
Disgraceful attitude and customer service from this representative of the delivery company and I have complained about both the service/inconvenience of the delayed item and lack of communication AND their employees laissez-faire attitude and lack of support.
Given the reviews I’ve now read I’m regretting ordering and won’t be using ANY company that I’m used ArrowXL’s services again! Wish I’d seen this before we placed our first order with Very and gone with one of our usual suppliers, would cancel if I could… it’s not Very’s fault but the whole experience has been awful and I will stick to companies I know have good delivery service from now on.
COWBOYS AVOID
INCOMPETENT AVOID
UNPROFESSIONAL AVOID
I CANNOT STRESS THIS ENOUGH….
AVOID AVOID AVOID!!!
(Will be back to update if and when item comes or my email is replied to)”
“We arranged 2 delivery dates for 2 sofas from Very , the second one arranged through a senior manager who guaranteed the delivery! We made special trips to the house to receive them only to have them cancelled at the last minute for no reason. On contacting the company we were told a variety of lame excuses. I will never buy anything from a company that uses Arrowxl to deliver as they are totally unreliable.”
“Don't know how this company is still going!!!!!Very use s them will have to think again about shopping with very in the future.the delivery driver was so unhelpful delivered a fridge freezer & left it in the driveway!!!! My husband who has heart problems had to put in it the kitchen & unpack it himself!!! Also refused to take the old fridge freezer away because it had water on it!!!!!not impressed at all.”
“Unprofessional and incompetent. Send out texts saying you’ll receive a delivery. Then they call to say that they haven’t a clue where your delivery is. I’d never heard of arrow xl before and looking at their on line reviews, I’m surprised they are still in business. I note that the customer experience page on their website is disabled. Understandable given that it would be made up of nothing but negative customer reviews.”
“If I could, I would have given no stars. They delivered my order from the range broken for which I refused delivery. it took ages to get a replacement. Guess what Arrow delivered it broken again. I asked for a complaint dept to report to and they would not even bother.
The worst delivery company bon earth yet they have 4.7 stars on trustpilot no idea how. Just a bunch of miscreants given jobs to deliver items.”
“Could not make delivery on first arranged date. Rearranged having to wait another 5 days.
Could not deliver on this date either.
No contact. We only knew as tracking info changed to “unable to deliver “.
Their customer service obviously not a priority.
AVOID”
“Ordered garden furniture from The range. It arrived on time but was unloaded as the glass top on the table was shattered. They then called Customer service and told me to contact the range to arrange a replacement. I will not be ordering a replacement as we had paid £2000 for this furniture and would have thought a bit more care either by The Range or Arrow XL would have been taken to ensure their Customers receive what they have ordered in good condition”
“Absolutely awful company. 'Delivered' an armchair by dumping it on the pavement and said to my husband 'sorry mate health and safety and all that' then ran off.
Unfortunately made the mistake of buying sofa from The Range. Didn't realise they used Arrow XL for delivery. Took 6 weeks to get a delivery date for today. Then got message this morning saying won't be delivering it today. Apparently they couldnt fit it on the lorry. You're a courier company. You have 3 things to do, put the stuff on the lorry, drive it to the address then deliver it. Wow. A courier company that can't work out how much fits on a lorry is a bit worrying.
I bought the sofa in Cornwall and live on Cornwall but they have my sofa in Worcester. I despair 🤨”
“Yeah. Whilst they don't sell the items they are partnered with most online companies. I had a freezer scheduled to be delivered and paid the next day delivery. Phone call from Arrows telling me to ready old freezer for emptying at 9am, phone call at 11 telling me they can't deliver. I have to call someone else to reschedule because they can't do it. Shambles.
With no appetite for messing around I called the retailer immediately to explain - another shambles as all they did was reply with the information I just told them. Once again with no appetite for messing about I cancelled the order immediately and asked for my money back and went to another supplier that I knew I could trust to delver.”
“Absolute joke of a company. Customer services are useless. 8am Message We'll Deliver your Appliance between 18:15 & 20:15. Message 17:01 were unable to deliver your item! I can't use the washing machine and until this appliance is plumed in and your meant to be collecting the leaking broken one currently sat on my doorstep. Absolute joke. Why use HGV's when the drivers are limited for time. I've got 3 children on a Friday, washing happens at the weekend and I can't even use the washing machine. furious. And this won't be the only platform I'll be posting on.”
“Totally disgraceful service. Turned up in a battered white unmarked van, broken English, refusing to wear face masks, in dirty tracksuits and no manners or being friendly. Made a mess of my kitchen, didn’t complete the delivery then left their tool box behind. Sent by Miele to instal a washing machine but said they aren’t plumbers or trained washing machine installers! If you get delivery arranged by this company cancel and avoid as they are dangerous and don’t care. No doubt spreading covid from one delivery to the next!”
“Would give no stars if possible!!
Waited in all day Friday for my delivery to be delivered, informed me at 7am they were running behind on my 14:30-17:30 time slot, received another text at 13:00 stating they were running 5 hours behind. They then emailed me at 18:30 stating they’d ‘missed me’ however - I had not left the house! Rescheduled delivery for today between 14:30-17:30, had a phone call at 13:20 from delivery crew stating they were 15 minutes away. 2 hours later & still no delivery, attempted to ring number that contacted myself a numerous amount of times, left messages but no reply. Contacted online webchat who stated they were unable to give me an update as they couldn’t contact crew. I then went through littlewoods customer services who contacted ArrowXL, who informed me there had been no breakdowns reported, no traffic reported, and that the delivery crew should be with me around 16:00. 17:30 and still no delivery - I contacted ArrowXL customer services who informed me my delivery would not be delivered today due to the delivery crew breaking down after ringing me, and then their phone battery died so weren’t able to update anyone where they were. However - The phone that ‘apparently’ died, was ringing when I tried? Also, there was an update stating they’d be with me around 16:00 Absolutely disgusting service, full of lies & still without my delivery without any knowledge as to when it will be delivered!!!”
“DISGUSTING! ABSOLUTE DISGRACE OF A COMPANY. AS YOU CAN SEE ALL THE OTHER REVIEWS. WE ARE ALL LEAD ON THAT YOUR PARCEL YOU ACTUALLY PAID FOR 2K IS GOING TO BE DELIVERED BUT IT NEVER IS!!!! THE CUSTOMER SERVICE IS BEYOND A JOKE. WHAT IS THE OWNER OF THE COMPANY OR THE MANAGEMENT ACTUALLY DOING, SEEING ALL THOSE REVIEWS CONTINUE ? I AM ASHAMED FOR YOU. AS I CUSTOMER I WORKED HARDER THAN ANY OF YOU TO GET MY ITEM YOURE GETTING PAID FOR TO DELIVERED. STILL NO LUCJK. ALWAYS EXCUSES AND LIES ABOUT WHY MY PARCEL IS NOT GOING TO BE DELIVERED ON THE DAY. CANT DO ONE SIMPLE THING RIGHT. I NOW HAVE LOST DAYS OF HOLIDAY ALLOWANCE DUE TO YOUR INCOMPETENCE.”
