"I ordered a large 23L microwave from Amazon on 29 Feb 2024. Unfortunately, Amazon chose ArrowXL as the courier for the item. This inevitably led to me never receiving the item.\r\n\r\nFirst off, if you\u2019re not aware, ArrowXL used to be called YodelXL. Yep, that\u2019s correct, before a rebranding in April 2023 they were an arm of the infamous, unreliable and highly-untrustworthy Yodel. It appears despite a rebrand, they have continued with their far below par performance standards.\r\n\r\nMy recent experience is absolute testament to this. You guessed it, my item was \u201clost\u201d at the ArrowXL warehouse. When we say lost, this is their choice of word. I would be more inclined to suggest it has been stolen by one of their light-fingered employees, up to their old tricks again. I have numerous experiences of this happening with Yodel, so it wouldn\u2019t be a giant leap of imagination to conclude that under the new branding, the employees are still the same dubious lot.\r\n\r\nTo make matters worse, when things go wrong, ArrowXL customer services is beyond shocking. They simply don\u2019t care. No apologies. They say they\u2019ll be in touch asap, but never do reach out. Absolutely all leg work in finding out what\u2019s happened has to be done by you, the customer. And expect lies, deceit and a complete lack of care or sympathy along the way.\r\n\r\nHowever, once my package was finally declared on the system as lost with the status set to \u201cOrder Cancelled - Administrative or Procedural Error\u201d (a description that\u2019s not entirely painting a true picture of events), it was finally time to make a formal complaint. For some context, to arrive at this point over an 8-day period, I\u2019ve made two calls to customer services (both were friendly, professional and pleasant advisors) and I\u2019d guess maybe six conversations with their online chat advisers (all wholly unhelpful, unsympathetic and bordering on dishonest in their description of what has happened).\r\n\r\nHowever, the absolute hero of the firm was the Customer Complaints representative \u2013 Liam \u2013 who called me after my lengthy complaints email. Liam listened to everything I had to say, described the audit and investigation process they undertake in such circumstances, was sympathetic throughout, and unfortunately confirmed that I\u2019ll never see the package \u2013 even if it\u2019s found at a later date in the warehouse. Unfortunately, due to the nature of the order, I will also not receive a replacement or any financial compensation. So ArrowXL have basically lost me a relatively pricey asset with no financial compensation for their actions (as I said, I suspect theft by an employee).\r\n\r\nOther key points of the experience were with me rearranging meetings and appointments to be in the house on an agreed day to receive the package. Only for them to text on midnight that day to say there was a problem so it wouldn\u2019t arrive. That is literally the only communication they instigated in the whole ordeal, until Liam phoned after my complaint was sent (which I cc\u2019d the group COO into). Despite the huge inconvenience this caused me, there was no apology forthcoming. Just contempt by the online customer services (despite my friendly and professional manner on each occasion).\r\n\r\nSo, that\u2019s my experience with the rebranded Yodel. Another nightmare. A company who do not care one iota about their end customers. Dishonest, untrustworthy or incompetent? Whichever it is, I would suggest it\u2019s not a KPI you want in a courier who\u2019s handling your goods.\r\n\r\nWe need to keep our eyes out for these rebrands and keep retailers in the loop of dodgy and unscrupulous bandits like this. Hopefully we will finally see Yodel\/ArrowXL plummet into liquidation sometime soon. Until that happens, please just try to avoid them at all costs."
"ordered a tv from an online retailer, item turned up driver brought it in and stood it on it's short side, went to take a pic and said oh I need to put it right way up or my boss will moan at me he turned it round, took picture and left, when I checked the tv box, I thought that's not the tv I ordered, turns out it wasn't, it didn't have my address on the box even. called the retailer & the couriers, driver came back with right tv and took wrong one away...........correct tv screen broken. arrow xl advertise 2 mon delivery but driver I saw today was on his own and not handling the tv's properly."
"I ordered a small bed as I was moving into an unfurnished apartment. The delivery was at work, a warehouse who receives deliveries every day, all day. Upon arrival, an employee asked if they had Hi Vis vests, they said no. This employee asked them to wear one for next time, they driver told him to F*** Off, hopped in and left with my bed. I called to try to get redelivery, but it will not come back with a van and takes substantial time to turn around. This is a group to avoid if you want reliable professional delivery."
