“I am writing this as a very angry…
I am writing this as a very angry customer. And I am a customer not through choice. I had multiple texts confirming my delivery slot today between 1445 and 1745. I get a text at 1658 saying we are sorry we missed your delivery. I then get a link to rebook for another slot. No explanation nothing. I go to the website and get an online support person saying that my item won't be delivered( tell me something I don't know) I ask why and I am told the driver has run out of hours and also had a breakdown. I then ask for my parcel to be delivered tomorrow and I am told by the "support" that's not possible. I will have to wait for the driver(who has no more time to deliver) to drive back to the warehouse (in airdrie) I am in Aberdeen. Then scan the item to allow me to then rebook a slot. The support from this company is non existent. My item is a new television that's been on the back of some (3rd party) vehicle for 12 hours and will now sit in a warehouse till I book another slot. I took the day off from work and I got the standard " we are sorry for your inconvenience " Horrible service from operations to support. If you have a choice on a courier dont roll the dice with this lot”
“I'm of course adding to the negative pile of REAL reviews as their delivery service told us last minute they COULND'T deliver our treadmill because it was 'TOO HEAVY'. I really like the fact they told us at the last second so we got the day off work to wait in and not during the 10 days I scheduled the delivery. Clearly their staff members are malnourished? or maybe they just need to drink more milk? either way we're now having to wait longer for a more capable company to deliver. The crazy thing is they brand themselves as 'XL' when in reality they're more of a 'S/M' and I'd say around a 28 waist if they were trousers. If they're ever suggested as a delivery option for anything more than a box of chocolates I'd use someone else.”
“Having a terrible time to trying to get this company to collect a mattress I bought from amazon. First collection no two hour window given so I couldn’t make sure that someone was home. Rearranged second delivery for a Friday. Made sure someone was home but nobody showed up. Tracked the collection on Friday evening and saw it had been rearranged for Saturday when I knew we wouldn’t be home. Tried to contact them on Friday evening to rearrange but nobody got back to me. They tried to collect on Saturday but obviously couldn’t so left a message on my answerphone. We were away till Sunday evening so I then contacted them on the next working day (Monday) by phone to rearrange only to be be told they’d cancelled the collection (they’re meant to try and collect 3 times before cancelling) as they’d tried to contact me and not got through without even giving me the chance to call back. The customer service agent then told me she had sent the details to their team to reopen the order but I would have to wait 48 hours and ring on Thursday to get a link sent to me. Rang on Thursday only to be told the collection was cancelled again. After much discussion, the details have once again been sent on and once again I have to wait 48 hours to have someone contact me or ring back if I haven't heard anything. In the meantime, I have had a double mattress in my hallway for two weeks and still no idea when it will be picked up. Really really frustrating to say the least!”
“AVOID AT ALL COST!
Absolutely disgusting. Lazy couriers awful service. Ordered a fridge freezer they were made fully aware there was a flight of stairs before the order as they had the adress and I was asked if it was upstairs before the order was even made as I live in flats it was made clear. They couldn't even be bothered to take the item off the van! Refused to measure it or even try. Saying 110kgs between 2 of them was to much though my partner offered to help.”
“Was sent texts from these people after being given a delivery date of no later than 13th by Amazon, asking to confirm my details etc and delivery, each time I went on it only gave 13th and so I clicked on it but nothing happened, naturally, as there was no other alternative I presumed it was all sorted, no! Had a further about delivery which I had arrange time for tomorrow to find out now they are giving different date options of 20th, 24th etc, but not 13th. I think they overbooked and then look at the customer as a get out and so no other choice but to wait til 20th, 18 days after ordering.”
“Totally useless. Apparently my washer and dryer which I paid extra to have next day delivery went to their wrong warehouse. When this happens it takes them 48 hours to find it then they will contact me to arrange a new delivery date??!! You’d think any item marked as urgent would have special tracking and that once found,- how long can that possibly take if that’s your sole purpose in life?- they’d get it automatically onto the next van leaving. That should mean next day worst case. In fact, as this seems to happen a lot, I’d keep a couple of vans back to cater for all the lost items, load them latest and still get the same day delivery. When you call them they’re less than useless and can’t give you any info.
And what’s worse is that when you order items from retailers you have no choice as to what delivery company they use. I’d rather pay for the ability to choose my own and have it collected myself.”
“Very unhappy with this company.. was told I’d have my delivery within 7-10 working days from when it was dispatched.. never ordered with this company before so had no idea what the process was like as it wasted stated anywhere.
Took a week off work to be here for the delivery.
When it got to the 10th working day I contacted their customer services and was told they haven’t got it yet and need to wait for a link to book in my delivery..
very unhappy as it stated 7-10 days before I even agreed with the purchase and stated that after the purchase too..
Now I’m left with no bed. Customer service was no help and kept repeating the same thing ‘wait for the link’
AWFUL.”
“It's hard to review a delivery company that don't deliver. 2nd Saturday wasted. Unfortunately as a consumer you don't have much choice but to use which ever delivery company the retailer selects to make there delivery's on there behalf. Ironically on arrowxl business site it states that arrowxl are most possibly the only really person that will be seen by the customer, so arrowxl will be the face of your brand. Let's just say its not looking like a very pretty face. Although it's wrong to judge as I have never seen a arrowxl delivery in person. I have contacted customer service where a lovely gentleman informed me my deliver would not be happening again. I also explained that he should get in touch with there planning team and to explain the 6P work ethic. P*ss Poor Planning = P*ss Poor Performance.”
“I would have given zero but it wouldn't allow that. Have now taken two days off on consecutive weeks to stay in for a delivery of the same package, a wardrobe. First time, arrow xl hadn't loaded it on to van, so my day was wasted as I wasn't told until the actual day. Today, after having to rebook with arrow xl, I've been sitting wondering where the package is...called them, the booking didn't go through!! So ANOTHER wasted day! Am disgusted.”
“Refused to unpack freezer said its against there rules even though arrowxl state at the top of there delivery page that recycling is a priority now all packaging is all going in waste bin its the only bin I have 🤬”
“2 failed deliveries from the Range. ArrowXL are their couriers and sent our items on 2 occasions to the wrong depot. Order cancelled and placed with another company.”
“Dreadful and extremely unprofessional company. One of the delivery/installation men was unable to construct a sentence without using the F word. Delivered my washing machine and I was unable to open door. I’ve had a Candy engineer out today and he says machine is so badly damaged during installation it has to be written off. I bought it from Very, never again, and have informed them it needs to be collected. I have asked who courier will be and told it will be ArrowXL, although I explained to them there is no way I am letting that foul mouthed idiot in my home. Very have asked that I wrap it up 🙄, I’ve explained it’s in situ and all the packaging was removed so he said black bags will do . How I’m expected to remove it and wrap it is beyond me, but I must say this whole episode has been an eye opener. So much for customer service”
“Del time 08.45 to 10.45 at 11 checked tracking it had moved 9.45 to 11.45 at 12.15 my tracking number no longer works no reply text arrives saying we're running upto 2 hoursate that's been and gone told my emoyer I will need the afternoon off not just the morning but I knew it wasn't going to arrive”
“I have had the 2 worst delivery men I’ve had in my house! Not only did they scrape all of my real wood floor as they never had a delivery barrow to push it on nor did they carry it when they took away my old fridge freezer! My daughter asked them to be careful but they totally ignored her then proceed to deliver the news fridge freezer in exactly the same way causing more scratches and breaks the fence in the mean time!
Hopeless idiots”
“I will not be making anymore online purchases from Aldi if they are using Arrow XL for delivery. I had a two hour time slot for delivering a garden shed. I received a text minutes before from Arrow XL saying they had lost my husbands shed in their warehouse, it is not possible to respond to this text? and I cannot believe they could loose a garden shed. Unreliable Company at best!!!!! Unable to say what I really think!!!!!”
“There is far too much to explain in detail. This company is utterly useless. No communication between departments, damaged 50% of kitchen white goods.
Send items out to deliver knowing full well they cannot be delivered, so another day on a truck and plenty more opportunity to do even more damage. The next attempt at a delivery will be their 5th attempt.
Dispatched from appliances Direct on 2nd August and still I have only one half of my order. That`s one month and counting, maybe it will take another month, maybe longer who knows, certainly not Arrow XL. Will up-date.
My advice would be to avoid any company that uses this excuse for a delivery service.”
“They arranged a delivery for a desk and chair as early as 07:15am, meaning I had to get up early, take the morning off work, and make the necessary preparations, clearing access routes to enable them to deliver the large items. However, I get an unapologetic call informing me, they have failed to load our items onto the truck and gave no assurances as to when I will receive the items. They are making me wait to go through the process of arranging another delivery date and an adviser on the phone, even admitted to me that they may have misplaced one of my items before they rudely and unapologetically resorted to reading policies verbatim to me and not making any effort to assure me how and when they will resolve the situation. I have still no idea when my delivery will arrive and dealing with this company causes more inconvenience and frustration than it is worth.
WARNING: The number of positive reviews popping up on Trustpilot from users with only 1 review, and continuously name-dropping specific people at the company, is highly suspicious. It seems like they have a habit of making up positive reviews to push down the genuine negative ones.”
“Terrible, unreliable, highly suspicious company, will be avoided at all costs in the future.
Terrible service and company.
Got messed about with delivery date putback and back, now I find after chasing them that the delivery will never arrive.”
