“I had a washing machine delivered this morning, and I also paid for it to be plumed in. So the delivery man phones me 3 hours before they were supposed to arrive, also had a right attitude with me on the phone, and said they’d be there soon and told me what I had to do before they’d come in, I asked if they would be plumping it in as they would not plump In the other 2 washers due to COVID, this is my 3rd washer in about 6 weeks, the first 2 were faulty and had 2 go back (I’ve not been having much luck with washers) he said yes they would come in and plump it in for me this time. I was very pleased with this as i am disabled and am also waiting to have an operation on my back to remove the discs, and at the moment I’m having a flair up and am in a lot of pain so I havnt been able to walk much or even get out of bed a lot for the last 2/3 months, so I told him this, and said I’ll just let u both in and then go back to bed out of your way and leave u both to it. They then point blank refused to plump in the washer for me, I could hear the second man in the background saying “im not going in there”!!! I didn’t understand what the problem was, I tried to explain to the both of them that I’m not ill or unwell, I’m disabled!!! However they would not listen to me, and they’re attitude just got worse and worse, so I decided to call arrowxl and complain, I asked for both of they’re names, which was Jake and josh and so I phoned the company!!! They were outraged by what I told them, and even they said that they should be plumping my washer in and they called them 2 tell them that as well.!!! At this point the drivers are blowing up my phone constantly, me and my daughter were so frightened at the thought of them coming here, I was shaking!!! When they Eventually got here, they left the washer on the door for me to get in, then one of the men said to me and I quote “you are lucky your not a man”!!! Now to me that’s a threat!!! I was so scared I had a panic attack after I locked my door to make sure they couldn’t get in!!! Im taking this all the way now, I was going to leave it go but after him saying that I can’t in all good Conscience let it lie, as this man might actually end up attacking someone one day!!! Absolutely disgraceful behaviour towards a paying customer!!!”
“very very very very disappointed in this delivery company, I took a day off so that I could get my derivery, I was home all time and the driver told me he would be there after a couple of drops, the driver appeared with out even informing me and I was a cross the streets on shops and I told the driver to wait for 5 mins the driver drove off with all my delivery a lost a full day at home and they couldn't arrange any next day delivery how ever much I offered to pay for next day, the driver refused to pick up my calls however much I tried to call him. my caution is be careful when dealing with them as there not after customer care but after making money. I called customer services and tried to reach out to offices they said they can't allow driver to come back and they are ready to cancel my delivery if I want to. was such a nightmare”
“I tried to check where my item was but their tracking “service” is designed to tell you precious little causing you to use their chat line - and that’s when the real problems start.
First you have to enter all your details on the application to chat - order number, full name, postcode etc etc etc.
Then you get a response requiring you to enter these details again !!!
But then the call girl requires all manner of personal information before she will tell you what has happened to the order.
Why does she want my full Christian names ?
Then she wants my full address ! AGAIN !
At this point you may well wonder why she is being so inquisitive- what use will she put this information to ?
So, if you are aware of scammers and online fraud you may well decide to check her out with the firm she alleges she represents.
SURPRISE !! she can’t give you her full name for data security reasons !!!!!!!
So there is no way of verifying her authenticity at all.
She could be one of the scammer gangs that we hear so much about
In all my experiences of buying goods online I have never encountered such an invasion of my privacy without any form of explanation or experienced such an unhelpful, unreasonable, belligerent call girl.
Since this bizarre experience I have checked on the delivery couriers that Appliance Direct use and it seems they only use this one so, needless to say, that’s the first and last time I buy from Appliance Direct !
Moral of the story ?
Pay a little more and order from a company that uses a reputable delivery courier firm.
I’m left with my personal details in the hands of some girl that may or may not be a scammer and no delivery of the item I paid for.”
“Excellent company. Kept me up to date concerning my delivery. Efficient and polite. My delivery guys were Baz and Ian, rang me 10 minutes for delivery and kindly dropped my item inside my front door. Very kind and helpful.”
“Cancelled my order that was supposed to be delivered today, due to the rude, angry and argumentative attitude of the delivery driver. This happened when I requested that I follow his company policy advice (sent to me when I booked a delivery slot) and check the TV on delivery cause if damage is found once signed for ArrowXL WILL NOT return it.
I accepted his explanation that due to Covid-19 precautions that he couldn’t take the package back if it’s been opened by me. I asked him what I would do if I sign for the TV and it’s damaged. He didn’t know suggested I just contact who I bought it from. No guarantee that I would get a replacement. He said that he’s been making deliveries this way since March 2020 and that Very were nothing but trouble.
I asked did he know why ArrowXL haven’t updated their customer delivery policy to now say that customers were now not expected to check goods on delivery and put an alternative returns policy in place for damaged goods on arrival. He didn’t and clearly couldn’t care less whether they did or not.
I asked if I could speak to someone at ArrowXL who could answer my question cause I was worried that I could be potentially left with a damaged TV that cost £1000 with no way of returning it.
This is when he became extremely rude, shouted at me told me I was disrespectful, rude and difficult (I wasn’t) and that he’d had Covid before, which was a strange thing to say cause I was not asking him to break any safety protocols.
I was asking to speak to customer services when he hung up on me.
Sorry this was a little long winded, but anyone whose been delivered damaged faulty products before knows it can be a real hassle to get them returned. Having some clarity about how to do this is not to much to ask.
I decided to cancel the order and buy a TV locally. This was the rudest delivery driver I’ve ever come across.
An-Marie”
“Absolutely terrible Service. I get a phone call at twenty to seven in the morning to be told they are outside. The item is a Spin Bike with a weight of 50kg which means from the Arrow XL Website that it is a standard 2 man delivery. They wake me up with the phone call and tell me they are outside. I tell them to wait until I get dressed. Now I live upstairs in a large flat above our lage furniture shop (There is a flight of stairs to the landing) from the front door, 15 steps to front door, BStar have no issue with delivering items bigger to this landing) however they are professional able bodied white glove delivery service) not Arrow XL Cowboys))). Now remember this is a Arrow XL 'Standard' two man delivery (or at least that is what it is supposed to be). The 'Standard' as advertized on their website is and I quote directly from their website 'Our delivery teams are trained via our PRIDE Academy to delight
customers with their product handling and in-home services. This ensures that your product is handled with care throughout our network, and delivered by smart, uniformed delivery teams into the
room of choice in your customers’ homes. In other words, delivering a great customer experience.' So did we get a two man team....... no I only saw one man. I told him I need it delivery to the landing i.e. up the flight of stairs (There is nothing on their website to suggest they would not do this). I did not in fact expect him to deliver into the flat, just on the landing. I could not assist as I have fractured a small bone in my wrist. He refused to deliver upstairs. So I told him to take it back. However when I checked the tracked information it states: '11-Jan 06:47 Unable to Deliver - Customer requests new date' Which is utter rubbish. He could have delivered but refused. Now I had already contacted customer service as I have a UK furniture Website that requires deliveries Nationwide; I was considering using XL Arrow for such 'Standard Deliveries'. This was an excellent learning experience and now I know that the Website is just a load of words and not in any way the reality as advertised. I will be contacting JLL Spin Bike company to inform them that they need to look elsewhere for a better delivery company that is actually Professional and delivers according to the advertised promises. Absolutely gutted by the bad, don't give a care in the world delivery service by Arrow XL. If you are a professional company requiring a professional delivery service keep well away from Arrow XL the 'cowboys' of UK Delivery Companies.”
“Had delivery of a mattress today.
Ripped on delivery trying to arrange a return.
So no mattress on my bed.
Also spent 30 mins cleaning my lounge rug.The delivery men seemed to think it was OK to enter my property with muddy shoes on.SO NOT OK.
Mud all over my floor as well.
Disgusting service.”
“Absolute joke of a delivery service.
We should of had our headboard delivered between 06:30 - 09:30 in the morning. It didn't even get delivered that day. We now have to wait another 5 days.”
“Literally the worst carriers I have dealt with so far. Apparently they were late because they could not find my flat but never actually bothered to call me until 3 hours after the supposed delivery time. They told me they were still coming and after waiting for 2 hours I called customer service and they told me actually I was going to get my delivery the next day. Thanks for waisting my time!!”
“Order placed through ebay, supposed to be delivered 02/11. Contacted to check on delivery time, told a date needed to be booked in, and the earliest they could do was 06/11. An email saying this had been sent to the ebay seller, rather than myself. Asked to speak to manager, told this was not possible and 'why would I want to?' - because my order is going to be 4 days late, due to a screw-up, and will now arrive after lockdown has begun when we are trying to minimise contact, and because if I had not got in touch it would have sat there forever.
Have advised the ebay seller to find a different courier for the future.”
“Worse reliability and customer service I've ever experienced.
Just supposed to have a Sony TV delivered by Arrow xl.
Having had a text to say they would deliver this morning, the driver rang from outside the house to say they had forgotten to load the tv onto the van.
Have spoken to someone from warehouse, customer services and Sony. They can't locate the tv as they are changing warehouses so they have no idea where the tv is. So it may be days or even weeks before they deliver it.
The TV was ordered through Sevenoaks sound and vision, who sent the order directly to Sony.
We had an installation team on standby to install, who will now charge us a call out and cancellation charge.
Someone from one of these companies has told me that Arrow excel have a terrible record when it comes to delivery reliability and this seemed very credible as they have a very well rehearsed standard reply for complaints, which is : "go back to your source to complain". They have completely washed their hands of taking responsibility.
Can't believe Sony UK are using company with such a poor reputation. It has put me off buying from Sony again.
If you are ordering an appliance due to be delivered by Arrow xl do not rely on their delivery processes.
Companies should also think very carefully before using Arrow XL”
“Awful. Select a specific day to deliver to tie in with moving house, take time off work and then get a text at the last minute to say not delivering today. Avoid at all costs!”
“Not the first time I've had dealing with this shambles of a company.
06/09 I was asked to schedule my delivery. I did so for 10/09. 10/09 I receive a text:
"Due to issue within our warehouse the stock could not be located to load for delivery today. We are working on resolving the issue and will contact you as soon as we have an update."
A logistics company LOST A PARCEL in their own warehouse - on the day it was due to be delivered.
Based on reviews here, this is happening so frequently you would wonder why any reputable company would choose to use this one to deliver anything.”
“Ian & Tobias delivered my bedroom furniture set and the customer service was outstanding. They didn’t moan once that I lived on the first floor and had to carry the heavy goods up.”
“Extremely helpful delivery men who carried two heavy appliances up 4 flights of stairs in hot weather. I offered them something to drink and they declined. Very good customer service, was a shame I didn’t catch their names because they were excellent! Could not rate them enough and the delivery was well within time.”
