“Waste of time. Waited in for them to inform me 45 minutes before end slot. They couldn't deliver. Should be ashamed of themselves. Hopefully companies stop using them.”
“DISGUSTING CUSTOMER SERVICE and INCOMPETENT STAFF
I Have only given one star because I can not give no stars.
Arrow XL must be the worse courier in the UK. Their customer communication is none existent and they just do not care. After ordering a Washing Machine and Dishwasher from AEG, they were due to be delivered last Friday, 16th Dec, then 35 minutes before the end of my delivery slot I received a phone call to say they had forgotten to load the dishwasher, so they would not deliver the washing machine as it would have been a part delivery. I tracked the van and it literally drove passed the end of my road. I was promised that I would receive a text and or email to book delivery within the following 24 hours and that didn't happen. Monday came and nothing, so I again called to say the items were being checked and I would hear within the next 48 hours, yes 48 hours. So this morning, have not received any communication I called again just to be told the items were still being checked, checked for what?????? By 5pm I had not heard anything despite being promised I would, so I called again. So 45 minutes later someone answered the phone, a nice lady and I feel sorry for the staff. I was told that my new delivery date was 28th Dec, TWELVE days after the original date. After holding back my anger and bad language, I finally got my delivery escalated and hopefully, it will arrive before Christmas.
So a quick update on the above, as I received a text within the hour. Despite the assistant messaging or emailing her manager while I was on the phone to ask for a delivery upgrade, which was agreed upon, I have just received this text "Good Afternoon, Thank You for your contact today due to availability we are not able to arrange a next-day delivery. We will now visit as advised on today's call, Please accept our apologies for any inconvenience caused. Kind Regards Arrow XL", so I guess that means 28th Dec. This is disgusting, ArrowXL you should be ashamed of yourselves. Your customer care is none -existent you just do not care that you messed up with the original delivery and you are doing the best you can NOT go out of your way to make up for your mistake.
I did tell the assistant that despite her telling me my delivery had been upgraded I expected that it would not happen.
I believe I have lied to you throughout this process and I am very suspicious as to the integrity of my items. I was told on Monday they were being checked for damage.
Update
21/12/2022
13:10
So following customer services investigation into it their disastrous service, I have just had an email that read: We have a date of 28th Dec. That's it, nothing else, no findings from their investigation, nothing about sorry and we will deliver your items tomorrow because we messed up. How arrogant and disgusting these people are.
UPDATE - 28/12/2022
So, 1 1/2 hours after the end of my delivery window I got a call from Sam at ArrowXL, to say, once AGAIN my items were not loaded onto the van. I could not believe what I was hearing. I told her i wanted my items tomorrow and she bluntly said no chance, but she would get a manager to call before the end of business, yes you guessed it, I didn't get a phone call. This company is totally incompetent and they just do not care.
This is their tracking
28-Dec 18:00 Unable To Deliver
28-Dec 05:26 Out For Delivery
24-Dec 11:03 Loaded Onto Delivery Van Local Hub
23-Dec 22:09 Route Planned For 28-DEC-2022
21-Dec 18:02 Customer Booked 28-DEC-2022
21-Dec 11:05 Customer Contact - Details Updated
18-Dec 11:11 Stock Received In Delivery Site Local Hub
16-Dec 14:05 Unable To Deliver
16-Dec 05:50 Out For Delivery
15-Dec 09:54 Loaded Onto Delivery Van Local Hub
14-Dec 22:18 Route Planned For 16-DEC-2022
14-Dec 10:09 Stock Received In Delivery Site Local Hub
14-Dec 08:18 Order Data Created
FINAL UPDATE – 05/01/2023
So, after ArrowXL finally admitted they had lost my dishwasher I got a message to book delivery for BOTH the washing machine and the dishwasher, which I did, for today 5th Jan 2023, 20 days late. Yesterday I received another text with my delivery slot of 06:45 to 08:45. I set my alarm for 06:00 just in case I was the first drop off and therefore would receive a phone call at 06:15. I did receive a phone call from ArrowXL at 07:38 to say they would not be able to deliver the items as they had not been loaded onto the lorry !!!!!!!!, yes this is the third failed attempt for the same reason, how do these people stay in business.
The conclusion is that I have had enough of incompetence and I am cancelling the order with aeg.co.uk, and a warning to anyone who orders from there, Arrow XL have the delivery contract, so don’t. I have now ordered Bosch appliances from AO.com on next-day delivery.
I also read ArrowXL have secured the contract to deliver Miele appliances, god help them.”
“I am absolutely disgusted. We were told that we would get our bed delivered yesterday so travelled an hour to arrive by 6:30 am to receive it, only to be told at 7 am that it was lost in the warehouse. Now we have no estimated delivery time and we are sleeping on the floor for Christmas. Pathetic "service" and I want some sort of compensation for this dismal performance.
8DDL00077808C050
S42 5JP”
“Usless company was supposed to pick up a dishwasher yesterday they cancelled and rescheduled for today did not bother to turn up
Do NOT USE THIS COMPANY”
“Lying scumbags, driver didn't turn up, I have a ring doorbell and he even said he left a card. Customer service is a disgrace 50 mins on hold gave up in end. Went on webchat 3 times and got useless people couldn't even get there transport team to call me.
Shocking company full of liars. Absolute scum
Also need to add I'm waiting for a fridge to be delivered, I had to make room in my house for there lying drivers who didn't turn up, they still didn't even call me back and now I've escalated it with amazon who have now raised a complaint with arrowxl themselves. I've had a text message saying I've missed the delivery (LOL) and earliest they can now deliver is Wednesday. My delivery was due today Friday. What kind of jokers mess up that bad then think I can wait 5 to 6 days without a fridge. Literally the worst company I've ever dealt with and I'm going to go out my way to make sure these get some backlash from amazon now unless they deliver my fridge ASAP.
If any of your management want to call me I'd love to speak to someone instead of typing a useless message out that nobody cares about. You have all my details.
Shocking!”
“I took a day off work and waited in all afternoon for a TV, only to be told -- an hour before the end of my delivery slot, and with just 2 deliveries before me -- that they were 'unable to deliver'; no explanation whatsoever. The drivers were supposed to call me 30-60mins before the delivery to tell me they were on their way, but they didn't even have the courtesy to tell me they weren't coming, or why. It transpired that they had "run out of time" according to ArrowXL customer services (any coincidence that the World Cup is on at the moment?) ArrowXL sent me a link to rearrange the delivery ("Sorry we missed you", as if it was my fault) but that didn't work until the next morning, so now my delivery is going to be 5 days later than expected. Even more annoyingly, it was a gift which will now arrive too late, as well as having been bashed around in the back of a truck for two days instead of one. I've received no explanation, let alone any redress.
I have no idea why Amazon use this company. From other reviews it appears that it's a common occurrence for the delivery teams to stop work early and leave their customers in the lurch.”
“Waited in all day to be told at 6pm that they are not coming. Out of time? I checked the tracking half an hour before and the were in our area. I had my old washing machine removed so no new one to replace it. Will never use this excuse of a business again. Would give no stars if could.”
“Shocking customer service and the attitude from the delivery driver was disgusting! Cancelled our delivery and said we told him to which was a lot of lies!! Would give a - if I could! Shambles of a company!”
“I was supposed to be having a television delivered from them today ordered through Amazon. I waited a week and on delivery day I decided I would check to see if there was any updates, nothing so I went through my emails and in the spam box there was a message from Arrow saying I needed to book an delivery appointment! The next available drop off was 29th November 3 weeks after the item was ordered so I just cancelled the order. Imagine if I had never thought to look in the spam folder I would have been waiting forever for a delivery that was never arriving.”
“I've had a replacement mattress delivered to my house and while I was with my daughter in the bathroom the guys who just took downstairs our old mattress never came back upstairs with the new one. They even didn't close the main entrance door and just left. I was waiting upstairs for them to come back and put the mattress on the bed as it was done the first time, but they just disappeared with leaving main door whild opened.
When I released I've called the phone number to ask about that and they said as I have never mentioned to bringing upstairs they didn't do it. I did not ask as I was expecting them to do it as a part of the replacement delivery, and as I had that done the previous time, also as I said to them, they have never asked if I needed a help.
I was at home only with my 5 years old daughter and wasn't able to even pull it up the stairs by myself. I needed to ask someone who I don't know about coming into my house just to help me with this mattress.
The first time everything was perfect but I can't say now if it was the same company used to deliver the mattres ( Simba ). It doesn't seems like.
Also if I come to someone's else house I remove my shoes or wear a protective over shoe to don't make carpets dirty and don't carry gems from outside. I don't walk inside my bedroom with a shoes on I use outside, and won't expect others to do it also. With this 2 guys was totally oposite. They just went upstairs after me not even asking if that's ok to don't take shoes off, especially was a rainy weather the night before and they were here early morning.
It was the worst service ever experienced. Me calling them back just a few minutes later, they should have said that they would come back to finish the job not only blaming me for not asking them to do the job, while I was expecting it will be done by them, but not even offering the help as you see a women with a little girl only.”
“Box sideborad damage by them on thier van they then cellotaped up the box and tried to dump it at my front gate.rudetypically foriegn dvrs.catalogues must stop using arrow.”
“I had a delivery arranged for a fridge freezer 16:45 to 18:45, received a call at 11am on the day of delivery to say would be delivered within an hour to an hour and a half. Agreed this would be fine but was leaving the house at 13:15. I had to ring just after 1 to say I was going out so put the delivery back to the original time. I would be back in after 4pm.I return from my appointment just after 3pm with a card in my door to say they had been! I now have to wait for a text or email which I may get on Monday if I am lucky. Appalling company”
“Dishonest company. Damaged a door during delivery of a fridge freezer then asked me to submit photos and a witness statement etc. A week later they came back and denied they had done the damage.”
“Terrible rude driver staff need firing. Useless. Very late by over a week. Said it was our fault. Told us at the door they only deliver to ground floor even though they knew they were delivering to a flat!!! Bunch of Idiots in our opinion. So pleased to leave a review for others to read cos we doubt they could.”
“I had ordered a mattress from a company and paid extra for the removal and disposal of my old mattress, and I was under the impression that they would fit the mattress, too. As the company that brought the mattress to me said politely that they didn't, it's ArrowXL's job.
Come today and the gentleman (I use the word loosely) had phoned me up asking me to take the mattress outside myself for him to pick up, I said I hadn't been advised that I needed to do so, and he told me to do it for him and not be lazy, however I am disabled and suffer from back issues so couldn't get it down the stairs. He said in a snappy tone "Well, we'll do it then." and I then asked if he was going to install the new mattress as I thought that the service would include that.
Now, I wouldn't have minded if he had said in a polite manner that the company didn't do that, but he snapped at me asking "What makes you think we'd offer that service?!" and I responded I was told by the previous company they did. He then said "Well do you expect me to make the bed for you, too?" and complained how "dumbfounded" he was that I didn't know and I said there was no need to be condescending to me but he said he wasn't and muttered about me being lazy.”
“One of the worst delivery companies. I was contacted to select a delivery day for my parcel. The parcel wasn't delivered on the selected date without any communication from the company. Two days later (with still no updates from their side) I contacted their support. The support said that they will raise the order once again asap. The next day, I got an email to book another slot. The calendar was only covering this month, September which had only one day available. You couldn't see any dates for the next month. The second time I tried to access the link about booking the date, the booking calendar wasn't coming up at all. I contacted support again and they told me that I had to check again next week with them to book a date. This would be the 3rd time I had to contact them. I asked them to book me a date themselves but they said I had to check again by myself next week. I would recommend avoiding them.”
“Avoid like the plague, It took them 3 weeks to deliver a return parcel back to the seller. Replacement was sent out monday via next day delivery, got a message today(wednesday) from arrow stating my delivery won't happen as its ended up in wrong warehouse... Abysmal service, don't deserve to call themselves a courier. I believe the XL stands for extra late”
