“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!”
“Omg ArrowXL very very bad company. I waited 11 hours for my TV to be delivered, I was outside my house talking to a neighbour & the ArrowXL lorry pulled into my road after 11 hours wait.. I went over to the driver & said are you my delivery,
No he said your 75 inch TV is on another lorry,
I asked him, why are you in my road, he then quickly pulled away without doing a delivery, one hour later the same men returned with my TV I said I thought my TV was on the other lorry,, he replied we just got it off the other lorry which was parked around the corner .. something not right here..”
“Worse company ever. Lied the first time for the collection even though tracker showed they were no where near my address. I waited in 13 hrs as time slot was 7-7 pm and told collection would be 8:30 . Rescheduled I was second collection so will be here between 8-830. Get a call at 8 to say they have no room in there van (its a square box not even a big box. Even I can carry it. ) so they won’t be collection it. Another days wages lost . They said I will have to reschedule again . They tried blaming the range for the non collection !! NnnRUDE CUSTOMER SERVICES - BAD SERVICE”
“Paid for next day delivery had time slot tracked parcel I think is route was all over the place went straight past my village then had a phone call saying it won't be delivered today due to driving hours so my partner is having to take another day off not happy”
“Where do I start !
I purchased an American fridge freezer from VERY and was expecting the delivery to take place on Tuesday 4th June. I was given a time slot between 2pm -5pm Then it was put back to 5pm -7pm. I waited and waited but no show
I had a phone call of one ring. So I called back but no answer. I then received an email stated tried to deliver but nobody in and a card was left ! That was a lie Sano card was left and no attempt of delivering…
I then received an email to rebook for another delivery for Saturday 8th June. The email stated I would receive a time slot for the delivery. I didn’t receive any confirmation time so called up ArrowXL to find out what time delivery was going to be. I was told that the fridge freezer wasn’t on the lorry to be delivered as it wasn’t in the picking area where it should have been !
So I called up VERY to cancel the order and to get my money back as I didn’t feel confident that I would ever get the fridge freezer. The person at VERY was very apologetic and said if she could get a new order placed and for the delivery to take place on Monday 9th would I be happy with that. I said yes ok as long as I will definitely get the fridge freezer delivered and the old one taken away. She reassured me that yes the delivery will take place on Monday..
All was going to plan thankfully. I received my time slot and a call from the delivery driver that they were on their way.
The drivers turned up and brought in the new fridge freezer. I was so relieved until they said that they wouldn’t take away the old fridge !
Initially they said they didn’t have it scheduled to take it away and they wouldn’t get paid for doing it. So I said that I thought it had all be booked in for the delivery of the fridge freezer and the old one taken away. So I said I’ll call up VERY to find out what’s going on. The delivery men then said even if it was booked in they would not take the old one away as it was still in the fitted kitchen area and it should be taken out and ready to be moved and taken away. They said the didn’t want to move it in case they damaged anything. So to help them even though I have sciatica of the back I moved out of its slotted area into a position they could take it. I’m only small I might add and female I was surprised they were happy to watch me move it across the kitchen without offering any help ! I then said ok now it’s out of its place now please take it away. To my shock and horror they said no because they would damage the floor ! I said it’s fine the feet are on rubbers and it will not damage the floor One of the men still insisted he wouldn’t move it …. He said I would need to take it out on the driveway and rebook to have it removed
VERY was still on the phone I might add and said they have never heard that the fridge has to be put on the driveway….
I was so angry by this point as you can imagine.. who wouldn’t be. I had paid for the old one to be taken away as part of the service offered But the main man was adamant he wasn’t going to move it and take away. So then they just left with the fridge still sitting in the kichen !
So I spoke to VERY to find out what happens next. The lady said I’m very sorry about all this and would deduct the cost of the old fridge freezer collection and a £50.00 credit …
But that still didn’t help with the current situation of a fridge freezer sitting in the kitchen. I know it can cost about £60.00 for the freeer to be taken away so I’m no better off with this credit of £50.00
So I called up ArrowXL to complain about the awful experience with their two drivers and the predicament I’m now left in. They said that the driver stated that he wasn’t going to move the old fridge because he was worried about damaging the floor and that the fridge wouldn’t fit through the front door anyway ! I said that I know for a fact it would fit as I brought it through the front door when I bought it Plus the deliver man made no attempt to try to take it WY. The driver also lied that I refused to sign a declaration form ! He never asked me to sign anything at all. The ARROW XL person I spoke to said that the drivers can refuse to take it away if they feel they might damage something. So my question is why does VERY offer this service to customers if the ARROWXL drivers can refuse to honour it !
I’ve now got to either wait for another driver to come out and take away the fridge or I have to find another way of getting the fridge removed …. This whole experience to have a new fridge freezer delivered and the old one removed has been an absolute nightmare using these two companies. There doesn’t seem to be any professionalism of customer care and conduct with ARROWXL. If it wasn’t for me and other customers purchasing these products that need to be delivered then ARROWXL wouldn’t have any business. So at the end of the day we as customers pay their bills and they should realise this if they ever want their company to continue… THE END…”
“What a dreadful company. Only found out recently they are going into asking. And were previously Yodel. Terrible drivers, am guessing they are all agency workers. Rude liers, with no English skills, and they use rental vans. Just do the right thing and close down.”
“The worst courier company ever, can't see them being around for long. Drivers lie, don't speak English, or know how to use Google maps. Waited in all day, on a Saturday! Not the 1st time they have let me down. Useless company”
“My Sheduled Delivery of a small garden shed was requested for 4/6/24.
It did not arrive.
Daily calls resulted only in daily broken promises.
Escalation of the problem was also fruitless.
I still cannot get a confirmation of a new delivery date from Arrow. This is shocking.
Please take responsibility and try and live up to your website promise of "Beyond Delivery".
I am almost at the point of cancelling this order due to this complete lack of committment. Dreadful Service.”
“Had to take a day off work to wait for the item to come( it’s a double bed)Literally sat by the window waiting for the delivery men only to receive a notification that the delivery was attempted but no one was home. Turns out the delivery men had read the address wrong and delivered it to someone else who wasn’t at home. What’s worse is that after speaking with 3 different people at the delivery office, my delivery is not even coming next day but the day after. If it actually ever gets delivered. Absolutely fuming! Would never purchase anything that’s delivered by ArrowXL”
“ArrowXL delivered a washing machine that required installation and recycling of the old appliance (as had been paid for). They refused to do it despite showing proof of payment for installation and left without warning when on the phone to customer service. AEG contacted again ArrowXL who also refused to meet contract expectations. Very rude and unprofessional.”
“Would give a 0 star if I could. Waited in all day on Daturday for it to be delivered. Didnt turn up, no phone call, no explanation. Waste of time. Contacted them to find out why it wasn’t delivered on the next working day to be told it was still at the depot and wouldn’t be here for another 48 hours (Wednesday). Then spoke to them again and now told the earliest will be Thursday. Absolutely ridiculous. No contact on either of the Facebook page or online web chat. Had to phone them up which took around 20 minutes to get through.
Terrible service will not use again.”
