“What a joke. If I could give negative stars I could.
I ordered new washing machine for a very elderly neighbour and it was being sent out with ArrowXL. I arranged a delivery slot for Monday 3.45 - 5.45. I waited at her property until 7.30PM. no sign or message about it. I used the call centre, they hung up after ringing for 40 minutes. the live chat just said they might not call in advance of the delivery. the WhatsApp got back to me 14 hours after my message. I called the help centre the following morning, 45 minutes of waiting and I was only told the same info as the tracker, which was useless. at midday the next day I got a message that I was not in for the delivery and would need to rebook. My neighbour needed the item asap and now we were waiting due to there incompetence and lack of communication. This company is the biggest joke I've heard of in 45 years of dealings. You would be better to hire a horse and cart than this outfit, at least then it would arrive on the date arranged and they wouldn't break there contract and blame you for it then have to wait a further week. needless to say DO NOT USE!!! we cancelled and I bought an item locally and had it sorted.”
“I would give a minus If I could. An unprofessional dishonest service. I've been waiting 2 weeks for a tumble dryer. First delivered damage and now the replacement has not come. Although promised on several occasions. I even spoke with the 'line manager' who guaranteed it will come the next day. It never. I've taken several days off for this item. I'm at a point of requesting a refund to buy from a different retailer that has nothing to do with this service.”
“First delivery they kept moving the date, citing "waiting for parts". I'd ordered a mattress....
Now they've gone and cancelled my delivery and I only found out by looking at the tracking! Not to mention I'd paid for next day delivery.”
“Paid for named day delivery for washing machine. Email night before to give a 3 hour time slot. Nothing arrived. Contacted them next day and was reassured it would definitely be that day. Took another day off work, waited all day, contacted them again to make sure it was coming. Told it definitely was. Again nothing arrived. They are hopeless..”
“Worst customer services and communication ever
Got to be the worst delivery company out there
Do not use this company unlesss your desperate beond belief
Rubbish company rude customer services”
“1st delivery attempt of sofa bought from Littlewoods said Arrow had delivered it and had an electronic signature.
This turned out to be a lie of course as I have a door camera and no one came to the door.
Forward to a week later and expecting my delivery as I had tracked it and I was next on the route. However no one came
Cue phone call from Arrow custmer services to tell me unfortunately the delivery men could not find my sofa on the van so it had not been loaded on.
Really !!! does no one check the loading .Needless to say I have cancelled my order with Littlewoods and it will be up to them to find out where the sofa actually is.
Arrowxl is a terrible company”
“Absolutely disgusting service, after being messed about for a month first delivery attempt after waiting in all day got sent text stating item got sent to wrong depot 3 weeks later finally got told that was at right depot and delivery booked for today. waited in all day for delivery when receiving a call after 18.30 saying can't be delivered as running late and need to re book another time slot, are they for real will be on phone first thing disgusting and unprofessional company, driver made sure that they called to say couldn't deliver after there closing time so I couldn't follow up trust me will be chasing up, I am fuming.”
“I ordered a Smeg fridge freezer worth £719 & ArrowXL was the courier.
From their policy is to call when 30mins enroute to delivery destination. I even put that in the notes as I wouldn't be there but would get someone there within 30 minutes of the phonecall from the courier ArrowXL.
To my amazement the driver only calls me when outside my property which gave me no time at all to arrange for someone to accept the delivery. He made up an excuse regarding not abiding by their policy or adhering to the notes.
So another scheduled delivery date was arranged with the same notes ie ring 30 minutes enroute to property.
The second attempt at delivery was made however in morning I received a text stipulating that courier is running between 1 - 3hrs late due to their initial delivery installation.
Then I received a call from the courier saying he's 1hr enroute to my property. I told him a plasterer is there and will accept delivery. Fine all agreed.
The plasterer opens the door after hearing the doorbell ring, signs paperwork, quickly runs back inside to tend to his plastering mix & leaves the front door wide open for them to bring the fridge freezer into the property.
When the plasterer hears no activity, to his astonishment he sees the fridge freezer left outside the front door & the courier is nowhere to be seen.
It is virtually impossible for the plasterer to navigate the tall & heavy fridge freezer upstairs by himself up a flight of bendy stairs & he neither did he accept this responsibility.
The property being in Birmingham & at the time I was in London tending to a close family member suffering from a suspected stroke.
I rang the driver who refused to answer & their office expressing my dismay.
They were adamant that they completed their delivery as paperwork was signed. They even lied saying the plasterer refused to (momentarily) remove plastic sheet from the stairs so they could complete delivery upstairs & took photos.
False promises were made that it'd be rectified by 9pm & nothing materialised.
If I was King Charles I'm almost certain this wouldn't of happened & if it did occur it'd be rectified immediately.”
“Had my parcel for over 2 weeks, had a delivery arranged for yesterday, told by email on Sunday at 830pm delivery between 2 and 4, only to receive text at 840am that they were running 4 hours behind with deliveries. Parcel not delivered, no contact from them to arrange re delivery. Sent email explaining that I was going to be at work and asked for parcel to be left in back garden. Short 2 sentence reply stating they were sorry and saying I would have to be there at the delivery.No further offer of delivery today. Explained my situation including that I live alone and have no one else to take in the delivery and got another reply asking if I wanted to reschedule the delivery or cancel the delivery. Had no choice to cancel and have luckily been offered a refund from Amazon.
Shocking company, complete lack of empathy for my situation, have never had this sort of problem with any other delivery company before, they obviously are not able to cope with their workload, offering time slots they have no intention of ever honouring.”
“Order was initially scheduled for delivery on Saturday 3rd August, however was rescheduled by company to yesterday (Monday 5th), due to driver shortages. I waited in all day yesterday for the delivery which never arrived. No updates from company with the online tracking showing that it was going to be delivered before 7.35pm. Then at 6.10 this morning, yes ten past 6, we are aware of loud knocking at our front door. Delivery crew outside with our parcel. Driver very dismissive and when I queried with him why it never arrived yesterday, he said that we were ‘lucky’ to get it today, as it had been added on to their route!!! I have a 6 week old new born baby in the house who due to the loud and persistent knocking from the driver, was woken up with a fright.
There are also muddy footprints on the front door, which appears to indicate that the driver had also been kicking at our door in an effort to get a reply! Absolutely appalling that their staff think it is acceptable to deliver unannounced to a residential property at ten past 6 in the morning.
I did contact the company via live chat this morning (member of staff Iona), who advised that she would be raising a crew conduct complaint form, but that we would not receive any form of update or resolution. Again, I find this absolutely appalling customer service.”
“Currently sat waiting for my order was advised yesterday it would be here between 7.30 and 9.30 am and would get Reminder and Callahan half hour away well now 9.40 am no reminder no call and no order been on phone 20 mins so far on hold”
“I ordered a TV for my son. Twice this company failed to deliver the item. On the second occasion, after waiting in for the delivery, we were not even advised that item would not be delivered. DO NOT USE THIS COMPANY”
“One star because there is no option for a zero or minus. Took the day off work for a paid delivery, they tried to deliver it to the wrong house, then denied it, then admitted it once the GPS Co ordinates did not match. By this time they were only half a mile away and yet still refused to turn around or reschedule for that day. Customer servise was weak lip service and ineffective. The chat help does not answer, worse than useless. I will not use any company now who use their very poor delivery service.”
“Dismal customer service!! First time didn't deliver as item was "damaged". Next attempt claims item was delivered when it wasn't. Third attempt blamed global IT outage. Fourth attempt cancelled because item was at the wrong location in warehouse. Fifth attempt cancelled as item "damaged" again. Sixth attempt (4 weeks later)...who knows. Never contacts me, this is all from me reaching out to them. Awful awful awful - AVOID AT ALL COST.”
“If I could give them zero stars I would. It’s unfortunate that the particular retailer I bought goods from use them as a delivery company. On the first day of delivery they texted and informed me that I would receive an email after 20:30 to confirm my delivery slot. It never happened and I didn’t home all day waiting for them as I did not confirmation of a delivery slot so did not even believe that they would be coming. According to them, they came even thought I didn’t get a slip or missed delivery noted through my letterbox. Unsure if they even turned up at house. That same day, I spoke with a woman named Kate, claimed she was a senior manager of some sort, who after I was tired of getting fobbed off by different customer service representatives took over my case/ delivery and assured me that she would re-arrange and ensure my delivery would be made 2 days later, but she made everything worse.
Their Telephone lines are constantly busy number 18 in the call que and I never get through to anyone helpful. The online chat is even worse! And their WhatsApp?! Don’t even go there! On the second scheduled delivery day, no contact from drivers or ArrowXL, another lie they tell on their website that they keep you informed on the day of delivery. This is second day I’ve stayed at home all day waiting from a delivery as CONFIRMED ON BOTH DAYS BY ARROW XL and NOTHING!”
“Would give a minus if possible
Was told a time between 10-12 then it changed that they were 2 hours behind. Was told I would get a phone call half an hour before delivery and it was less than ten minutes Tried contacting them as I had to go to work. They refused to leave parcel and said I would have to rearrange delivery”
