“Absolutely rubbish company. Useless, incompetent, unprofessional, shouldn’t be trading. I cancelled my fridge freezer order with VERY because of AXL. Two confirmed delivery slots a week apart and 3 weeks later I still havent had it delivered. I’ve got a refund from VERY and am going to order from a different company but will check first that they don’t use AXL. If they do, I will find another company to order from!!! They really are that bad”
“My delivery was 24 hours late, only communication was 5 mins before it turned up.
Tried talking to customer services but they are not interested.
Do not use this shambles of a delivery company.”
“Turned up 30 minutes late and put a huge scratch in my new wooden floor. Then tried to tell me it wasn’t new! ( it’s literally a week old). Then the delivery crew told me they would pay for the damage, but the company are refusing to do that. Dishonest, disreputable and incompetent. Avoid.”
“Was supposed to recieve a sofa from these on Tuesday, had a slot time for delivery. Never showed up, rang them they said Saturday but we recieved no slot times. Rang for slot time this morning, said we’re now expecting them Wednesday. Absolute useless guy on the phone basically tried to blame us for them not delivering on Tuesday. He was very unhelpful and I said I need this delivery Tuesday at latest and he was no help what so ever.”
“I bought a fridge from Debenhams and was told it would be delivered by ArrowXL. According to the reviews on trust pilot, I thought it would be a simple and easy process. This could not be further from the truth. Not only have I paid £5 for 2 day delivery which is now days late, I am also being ignored by the so called "customer service". The live chat didn't get back to me at all so I messaged them on WhatsApp. Terrible responses after ignoring me multiple times and when they did respond, it was to only one part of the message with a simple 1 sentence reply. They are claiming I cannot get a refund through them and to go through debenhams, which wouldn't be an issue if I had an item to return, which I don't because no one turned up to deliver it. They claim no one was home when I was sat by my front door waiting for it to turn up. No card was left and the map stopped updating the driver's location before they supposedly got to my house. I still have no fridge, no refund and no response. The customer service is disgusting and appalling. Beware if your order is being delivered by them because the chances of you actually getting it on time or at all is extremely low.”
“Abysmal “computer says no” tinpot organisation! Avoid at all costs!!! Sent my order to the wrong depo and unable to tell me when it will arrive. The worst delivery experience I’ve EVER had”
“Supposed to deliver two beds on the Tuesday had delivery time etc, didn't show up, I had to chase them to be told they beds hadent come into them till the Sunday night and hadn't had chance to process them through the system. When they was delivered two days later one of the beds was the wrong one completely and I had 2 great big boxes taking up my hallway space making it difficult to get my wheelchair out of my house. 2 weeks later finally get a collection date of the Saturday and once again didn't show up. Chased them up again to be told they wasn't coming as the driver had run out of time. Was told they was collecting today which is Monday and to ring at 7am to find out my delivery slot as I have hospital this afternoon. What a surprise rang at 7 to be told manifest not sorted yet to ring back in a hour. Rang back at 8 and was told manifest not ready till 9, then they put the phone down. This company has disgusting customer service, I don't know how there still in business.”
“Been waiting all day for a delivery from a reputable high street retailer that was scheduled for 11:45 - 13:45. Despite chasing via and online chats, no-one can update me. No-one gets back to me. For a courier company to be unable to contact their drivers just seems astonishing. It’s beyond me how they are still trading.”
“Delivery By Arrow XL : Tracking ID: ****************
08/29 : 14:20 : Parcel arrived at a carrier facility, GB ... as of 19:12 hours on August 29th, no sign of the parcel, which is a 55'' television, no call from the driver, no tracking whatsoever as they have it turned off and it comes up ''invalid''. I contacted Amazon and got my money refunded as I'm finished waiting on ArrowXL/Yodel to attempt delivery (their fourth attempt).
08/27 : 09:56 ''Your delivery has been rescheduled. Package will now be delivered on the updated date. GB'' My reply: This was because the cretin driving the van failed to find my address. If he is anything like the previous driver, he is a member of a ethnic 'minority' with awful English skills, no common sense, and who is incapable of reading a map or using a GPS.
08/24 : 12:03 : Parcel arrived at a carrier facility, GB
08/23 : 13:50 Out for delivery, GB - the parcel, a 55'' television failed to turn up as the driver turned off tracking, and five miles from where I live, decided that he could not find my address. No call, no tracking.
08/23 : 12:41 Parcel arrived at a carrier facility, GB
08/22 : 10:26 ''Customer has requested a delivery address change. Parcel will now be delivered to the new delivery address.'' My comment: This is because my address was not formatted properly and this changed the whole nature of it, which would lead to confusion. I physically called ArrowXL six times to have that address changed, and five times they failed to do it as requested. Since the level of unbelievable incompetence at every level - from the customer support to the management seems to be endemic, I'll have to assume that they are all timewasters who take the money and put in as little effort as possible on running the company properly. How else can anyone explain my speaking in person with customer service six times and them promising to get it right, only for them to repeatedly fail? It is simple: they don't give a damn.
08/20 14:26 Your delivery has been rescheduled. Package will now be delivered on the updated date. My comment: Once again because the moronic driver could not find my address. No tracking, no call. No sign of the van whatsoever.
08/20 12:09 Parcel arrived at a carrier facility, GB
08/19 19:00 Unable to locate address. Please contact Amazon with more address information. My comment: This is the first attempt to deliver the parcel. The cretin driving the vehicle stopped and turned off tracking about five miles from where I lived. He did not even get within spitting distance of my home before declaring to his boss that he could not find the address!!
08/19 05:56 Out for delivery
08/17 13:36 Parcel arrived at a carrier facility
08/16 23:36 Parcel arrived at a carrier facility ... and that is the whole sorry story of how I ordered a 55'' television on Amazon and it failed to be repeatedly delivered.”
“If I could give no stars I would.
I cannot bring myself to list the litany of errors but suffice to say that we were due a delivery of a table a month ago. After numerous cancelled/failed/abandoned deliveries we received a table that had been dropped, and was damaged.
We are still waiting for them to pick that table up. We have had assurances from customer service that they will come, we have had delivery drivers come to the door, claiming to be unaware there was a collection, so saying they would call customer services to get it resolved, then telling us they need to go round the block to allow a car through but would be straight back and simply disappearing! I honestly wish I'd never bought the table, although I like it. It's just been ongoing rudeness and incompetence and if I feel utterly powerless in the face of such appallingness.”
“A bed was ordered via a 3rd party so the original delivery time slot went to the 3rd party. When I called through to arrow I was sent a link so that the redelivery slot would be arranged and would be sent to me this was on a Monday. By the Thursday I still had nothing through so went through the WhatsApp service and got no where with them so I called the contact number and arranged a delivery for the Saturday as an all day slot. At 1330 on Saturday I recieved a text saying that they was unable to deliver due to unforseen circumstances but will be delivered the next day on the Sunday. Today is Monday and it's still not been delivered. Now on the phone with them Arrow now don't have a clue what's happened to my parcel or when it can be rebooked or even where it is. Absolute joke of a company don't know who is worse these or everi”
“Totally useless and untrustworthy. Parcel was arranged to be collected. Tracking and customer service confirmation successfully collected. NOT SO! ITEM STILL IN LIVING ROOM.
After phone calls etc a 2nd collection was raised. Can you believe it happened again! Item still in living room! Totally dishonest. No attempt to collect yet company (Very) I purchased from still charging me for item. Please use a different courier as dishonest and no integrity”
“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..”
