“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”
“Waiting on a bed from very. Checked the tracking to see where it was and it said successfully delivered and sognes for by electronic signature. Nothing has been delivered and no idea who wpuld have signed it. I've been trying to get hold of them to see what's going on but so far no luck in getting a response on phone, Facebook messenger or the online chat. Avoid.”
“Terrible company and customer service. Continuously lied about the parcel location and lied about updating us regarding the location. Lost the parcel and refused to update us and made us wait on different occasions for a parcel that never arrived! Convinced us that the parcel would be relocated and resent but never did! Would never recommend this company to anyone! Strongly believe they have a blatant disregard of customer’s money, time and interest!”
“Was scheduled a delivery for today, got a message to say the parcel had went to the wrong depot. Took 2 hours to get a hold of customer service to see if it was going to be delivered later in the day. Half a day wasted waiting on a non delivery.”
“Booked my sofa to be delivered from Very on 26th July. I was told between 7.30am and 10.30am and also that the driver would call me nearer to the time slot for a more accurate time. No phone call, no delivery. I called them at 2pm only to be told that he couldnt deliver as there was no one home (yes i was) and that he left a card through my door(no card). Tried to get in touch on line and again the next day to try to get another delivery time, but no reply. Shocking customer service, infact an all round shocking company.”
“I'm sure the delivery drivers are fine, but the back-end logistics and customer services are useless. Delivery due today. Received message at 2.30am (yes am) to say that delivery was attempted. Clearly an untruth.
Sat on live chat, WhatsApp & telephone for an hour before someone (very) remote told me that our next day delivery might be three days late! What a complete shambles. Ordered in plenty of time, now goods will be too late for use.”
“Really is a terrible courier company. Ordered from Amazon Neakasa M1 Open-Top Self Cleaning. Got delivery email for next day and waited all day to never arrive.
Later got email to say delivery attempted and no-one home. Very deceitful.
There was no attempt and no card left.”
“Terrible service. Advised a call on the day to give a time slot, never happened and I missed my delivery. Then got a phone call to tell me I was not in and I will get a text to rearrange.…. Never happened. Live chat was rude, didn't know where my parcel was, blamed me then ended the chat! Why are Amazon using this poor delivery company!”
“Absolutely shocking. Had a scheduled delivery for a bed and mattress today from Very. Tracked the Arrow XL lorry online and the drop before me was just around the corner, about 5 minutes. Then had a phone call to say that there was a low bridge so they can’t deliver (There is not) and that the driver would call for directions. No phone call from driver so called customer services. They said they were unable to deliver due to a weight restriction on a single track road (there are no single track roads from the last drop to my address). I live near a retail park / lorry parks which is very accessible. Driver got off at the wrong junction. Great. That’s my fault, how?! So most likely another day of wasted annual leave required.”
“Extremely unprofessional. Requested for our item not to be delivered on a certain day, the company confirmed a cancellation through the web online chat. It was a lie! as they later “delivered” when nobody was home, and now it is lost. Over a thousand pounds of items lost because they did not follow correct instructions. Chat was no help and late in replying, poor communication and quality of service! Item god knows where, extremely disgusting to do this to people. DO NOT USE THIS SERVICE!”
