“You have had a delivery for me since the 29th of June and it appears that you are keeping it. I was offered 3 delivery dates and replied to you that any of them would be O.K. You then contacted me telling me to contact you at a later date as you would have other dates then.
Not a company that I could recommend.”
“Completely useless. Took my number down wrong and therefore no one contacted me re delivery which was missed. I rang customer services while the delivery drivers were stood banging on my front door (ring camera view, they didn’t hear me shouting hello at them though, probably couldn’t over the noise of the banging) and they refused to either ring the dynamic duo and ask them to wait or, as I watched tweedle dum and tweedle dummer get in the truck (having stopped banging ferociously on the front door) and drive off, asked them to turn the truck around as I could be home in less than 5 mins but was told “no, the delivery has failed” - BECAUSE YOUR DRIVERS HAD THE WRONG PHONE NUMBER 🤦🏻♀️
Here we are a day later and it’s going to be ANOTHER 24 hours before delivery is rescheduled. Absolutely abysmal and you have to call their service centre all the time, they don’t have lines out! What company in 2023 doesn’t have phone lines out ffs - Arrow XL, that’s who.”
“What terrible customer service, not only did they fail to deliver they failed to investigate why the delivery failed, why the driver didn't contact us or why the service centre staff mislead us !
No cooker and nothing but fake apologys !!! Despite getting a manager involved they are still unable to tell me where our cooker is let alone when it will be delivered.”
“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.”
“Terrible company. Delivery driver damaged my property, verbally abused us. Investigation held. Drivers and investigators lied. Awful awful company. This company needs to be held accountable”
“I really wish i could give no stars!!! Delivery of washing machine due on Thursday 11th May 2023 and I had paid for next day delivery, disconnection and removal of old machine plus installation of new machine...........2 delivery men decided this wasn't possible due to my old washer being plugged in??? Remember please that i have paid nearly £90 for the delivery,disconnection, removal, installation etc package (My son was in to accept delivery of new washer) nothing was explained to my son only that they were going to have to take the new washer back (but classed it has delivered). It has taken 3+days to even receive any contact with them and apparently I now can't have my machine until Thursday 18th May (7 days later). I no longer want the installation package.....I will do it myself! 7 days wait for 24 hour delivery??? Customer service were unhelpful too. So basically I shall never order from Appliances direct due to the fact they use Arrow XL whom are beyond useless!”
“So I’ve taken a day unpaid and sat around waiting, I haven’t been updated because their crew system doesn’t work so the tracker didn’t update. There was no call as promised.
I had to contact support twice off my own back to chase it up. They knew less than I did and made up a ETA.
Then I get a call telling me my delivery has been terminated.
I’ve moved my evening plans once today as I was told (incorrectly) my delivery would be an hour late, and now I’ve moved mine and my sons plans tomorrow morning to accommodate Arrow XL.
I’ve been told it’s now being delivered tomorrow morning but nobody could give me a time. Rubbish service and will avoid any product being delivered by Arrow XL.
I expect I’ll be contacting them again tomorrow when it doesn’t turn up.”
“Booked a delivery date on 4th May, skip to the delivery date on 11th May, got my tracking notification, driver is in the next village then suddenly tracking shows that I refused delivery. Called them up, apparently they took it off the lorry to get other deliveries on even though I had taken a day off of work to receive the item. Absolutely zero communication when taking it off the lorry, they full well knew they wouldn't be making my delivery, it's Thursday today and they have advised I have to wait for the truck to get back to the depot before they can offer a new delivery slot (which they have advised it will be next week). Absolutely shambolic service, your mistake so you should be expediting my item to me via Next Day Delivery.”
“I have waited in for 2 days for Arrowxl to deliver, the first day they cancelled on the day, the second day no one turned up then they send an email saying they had delivered! I have wasted 2 days holiday and now will have to fight to get my money back as they have not delivered and claim to have a signature. I have not moved from my house all day. Take my advice use another company!”
“Very unprofessional company. I had a delivery today. I asked if they would remove their shoes. Or had shoe covers. I was told they won't remove their shoes. No, they don't have shoe covers. If I wanted them to carry the 4 large heavy boxes to the upstairs bedroom. I would have to sign a disclaimer. I asked why would I gave to sign a disclaimer. I was told because if they damaged my walls carpets ect. As a so-called professional company. I would say they need to be trained in customer service. And be able to bring items into your property in a professional manner. Not damage walls or mark carpets. They left the items in my hall way. My floor was covered in muddy foot prints. Very poor delivery company”
“Poor Delivery Company - AVOID
Terrible experience with this company.
1 person delivered my item which should have been a 2-person delivery. A heavy mirror in an 8-foot-high wide box. I paid for bulky item delivery. The mirror was delivered damaged. The driver walked off and did not take my signature. I, therefore, did not officially take ownership of the item. I opened the box to find the mirror glass smashed. I called Arrow XL immediately call centre staff member was rude and had no interest in helping me or the situation. Told to contact retailer not their problem. They said could have been damaged when the retailer give it to them. Embarrassing at best the customer service response to the issue.
Disgraceful company - AVOID
*Ask your retailer what delivery company they are using if Arrow XL ask them to find an alternative.”
“Waste of time. Waited in for them to inform me 45 minutes before end slot. They couldn't deliver. Should be ashamed of themselves. Hopefully companies stop using them.”
“DISGUSTING CUSTOMER SERVICE and INCOMPETENT STAFF
I Have only given one star because I can not give no stars.
Arrow XL must be the worse courier in the UK. Their customer communication is none existent and they just do not care. After ordering a Washing Machine and Dishwasher from AEG, they were due to be delivered last Friday, 16th Dec, then 35 minutes before the end of my delivery slot I received a phone call to say they had forgotten to load the dishwasher, so they would not deliver the washing machine as it would have been a part delivery. I tracked the van and it literally drove passed the end of my road. I was promised that I would receive a text and or email to book delivery within the following 24 hours and that didn't happen. Monday came and nothing, so I again called to say the items were being checked and I would hear within the next 48 hours, yes 48 hours. So this morning, have not received any communication I called again just to be told the items were still being checked, checked for what?????? By 5pm I had not heard anything despite being promised I would, so I called again. So 45 minutes later someone answered the phone, a nice lady and I feel sorry for the staff. I was told that my new delivery date was 28th Dec, TWELVE days after the original date. After holding back my anger and bad language, I finally got my delivery escalated and hopefully, it will arrive before Christmas.
So a quick update on the above, as I received a text within the hour. Despite the assistant messaging or emailing her manager while I was on the phone to ask for a delivery upgrade, which was agreed upon, I have just received this text "Good Afternoon, Thank You for your contact today due to availability we are not able to arrange a next-day delivery. We will now visit as advised on today's call, Please accept our apologies for any inconvenience caused. Kind Regards Arrow XL", so I guess that means 28th Dec. This is disgusting, ArrowXL you should be ashamed of yourselves. Your customer care is none -existent you just do not care that you messed up with the original delivery and you are doing the best you can NOT go out of your way to make up for your mistake.
I did tell the assistant that despite her telling me my delivery had been upgraded I expected that it would not happen.
I believe I have lied to you throughout this process and I am very suspicious as to the integrity of my items. I was told on Monday they were being checked for damage.
Update
21/12/2022
13:10
So following customer services investigation into it their disastrous service, I have just had an email that read: We have a date of 28th Dec. That's it, nothing else, no findings from their investigation, nothing about sorry and we will deliver your items tomorrow because we messed up. How arrogant and disgusting these people are.
UPDATE - 28/12/2022
So, 1 1/2 hours after the end of my delivery window I got a call from Sam at ArrowXL, to say, once AGAIN my items were not loaded onto the van. I could not believe what I was hearing. I told her i wanted my items tomorrow and she bluntly said no chance, but she would get a manager to call before the end of business, yes you guessed it, I didn't get a phone call. This company is totally incompetent and they just do not care.
This is their tracking
28-Dec 18:00 Unable To Deliver
28-Dec 05:26 Out For Delivery
24-Dec 11:03 Loaded Onto Delivery Van Local Hub
23-Dec 22:09 Route Planned For 28-DEC-2022
21-Dec 18:02 Customer Booked 28-DEC-2022
21-Dec 11:05 Customer Contact - Details Updated
18-Dec 11:11 Stock Received In Delivery Site Local Hub
16-Dec 14:05 Unable To Deliver
16-Dec 05:50 Out For Delivery
15-Dec 09:54 Loaded Onto Delivery Van Local Hub
14-Dec 22:18 Route Planned For 16-DEC-2022
14-Dec 10:09 Stock Received In Delivery Site Local Hub
14-Dec 08:18 Order Data Created
FINAL UPDATE – 05/01/2023
So, after ArrowXL finally admitted they had lost my dishwasher I got a message to book delivery for BOTH the washing machine and the dishwasher, which I did, for today 5th Jan 2023, 20 days late. Yesterday I received another text with my delivery slot of 06:45 to 08:45. I set my alarm for 06:00 just in case I was the first drop off and therefore would receive a phone call at 06:15. I did receive a phone call from ArrowXL at 07:38 to say they would not be able to deliver the items as they had not been loaded onto the lorry !!!!!!!!, yes this is the third failed attempt for the same reason, how do these people stay in business.
The conclusion is that I have had enough of incompetence and I am cancelling the order with aeg.co.uk, and a warning to anyone who orders from there, Arrow XL have the delivery contract, so don’t. I have now ordered Bosch appliances from AO.com on next-day delivery.
I also read ArrowXL have secured the contract to deliver Miele appliances, god help them.”
“I am absolutely disgusted. We were told that we would get our bed delivered yesterday so travelled an hour to arrive by 6:30 am to receive it, only to be told at 7 am that it was lost in the warehouse. Now we have no estimated delivery time and we are sleeping on the floor for Christmas. Pathetic "service" and I want some sort of compensation for this dismal performance.
8DDL00077808C050
S42 5JP”
“Usless company was supposed to pick up a dishwasher yesterday they cancelled and rescheduled for today did not bother to turn up
Do NOT USE THIS COMPANY”
“Lying scumbags, driver didn't turn up, I have a ring doorbell and he even said he left a card. Customer service is a disgrace 50 mins on hold gave up in end. Went on webchat 3 times and got useless people couldn't even get there transport team to call me.
Shocking company full of liars. Absolute scum
Also need to add I'm waiting for a fridge to be delivered, I had to make room in my house for there lying drivers who didn't turn up, they still didn't even call me back and now I've escalated it with amazon who have now raised a complaint with arrowxl themselves. I've had a text message saying I've missed the delivery (LOL) and earliest they can now deliver is Wednesday. My delivery was due today Friday. What kind of jokers mess up that bad then think I can wait 5 to 6 days without a fridge. Literally the worst company I've ever dealt with and I'm going to go out my way to make sure these get some backlash from amazon now unless they deliver my fridge ASAP.
If any of your management want to call me I'd love to speak to someone instead of typing a useless message out that nobody cares about. You have all my details.
Shocking!”
“I took a day off work and waited in all afternoon for a TV, only to be told -- an hour before the end of my delivery slot, and with just 2 deliveries before me -- that they were 'unable to deliver'; no explanation whatsoever. The drivers were supposed to call me 30-60mins before the delivery to tell me they were on their way, but they didn't even have the courtesy to tell me they weren't coming, or why. It transpired that they had "run out of time" according to ArrowXL customer services (any coincidence that the World Cup is on at the moment?) ArrowXL sent me a link to rearrange the delivery ("Sorry we missed you", as if it was my fault) but that didn't work until the next morning, so now my delivery is going to be 5 days later than expected. Even more annoyingly, it was a gift which will now arrive too late, as well as having been bashed around in the back of a truck for two days instead of one. I've received no explanation, let alone any redress.
I have no idea why Amazon use this company. From other reviews it appears that it's a common occurrence for the delivery teams to stop work early and leave their customers in the lurch.”
“Waited in all day to be told at 6pm that they are not coming. Out of time? I checked the tracking half an hour before and the were in our area. I had my old washing machine removed so no new one to replace it. Will never use this excuse of a business again. Would give no stars if could.”
