“If only it was posdible tp give 0 stars! Absolutely awful company. Failed to deliver 3 times each time saying they couldn't find the parcel to drliver, it is huge & not easily lost! Thank you Arrow for ruining Christmas, I shall certainly not be ordering anything from a company who uses Arrow to deliver in future 😡”
“Three promises from AEG/Arrow collections, not turned up at times quoted, the last one being Xmas eve not only that not even a phone call, txt or email.
So thats 3 days wasted/inconveniance1”
“Absolutely shocking! The driver rang me 15 mins before my delivery. I told him I was at work so please could they drop it to my neighbour who was waiting to receive the parcel. 15 mins later, footage on my camera shows him knocking on my door then driving off with my fridge. Even though I told him to drop it to my neighbour. Then wouldn’t answer the phone or any messages. I am now without a fridge for Christmas. I cannot get hold of any customer service team at all. DO NOT USE THIS COMPANY. THEY ARE SHAMBOLIC!!!”
“Disgusted with Arrow XL.
Item not delivered. Given a date three times with no show.
Absolutely, non genuine tracking with false information. Not possible to contact them.
I am never buying from any company that uses ArrowXL as their delivery partner. No way !!!”
“This company is the worst ever My son-in-law order a shed for me through Amazon on the 30th November delivery scheduled for 8th December no update and no shed so I rang Wigan was 142 in the queue asked for a call back which I got at 6.pm when I was told it had gone to the wrong delivery depot. Next day I receive a text saying it’s coming on the 12th December, no shed arrives I then get a text saying it’s coming on the 15th December between 4-6 pm and a driver will call me half an hour before ,no call no shed . Another text received on the 18th December saying it’s coming on the 20th ,a further text received on the 19th giving the time-slot of 4.15-6.15 pm on the 20th things are looking up maybe it will come!!! .it is now 6.30 pm no call and yes no shed.
You cannot now call Wigan as the phones are permanently switched off and you cannot get through to anyone on the chat line so where do you go ??? I do not believe any of the positive reviews that have been written about the company as I don’t think they could organise a p… up in a brewery let alone a delivery”
“Don’t waste your time with this company they cannot handle the simplest of delivery tasks , have had 3 rescheduled deliveries and still not managed to deliver my item. Contact with the company is none existent and the have the cheek to post that they staff deserve respect, how about your customers deserve to have their items delivered”
“Biggest Joke of a delivery company. Do not use if you actually want to receive your goods! Wish I could give minus stars i would give minus 5
This is my second experience with Arrow XL, last time 2 years ago I had 3 failed delivery attempts, where I got a phone call to say driver was on their way but no one showed and then no contact at all!
This time I had a delivery booked for 13 Dec- a main christmas gift for my daughter. Delivery time of 0645 to 0845. No show, no contact and I waited in all day to be sure. No attempts to contact me. I call the customer services on the Monday morning and i am 164th in the queue. This sets off alarm bells! There is an update later in the day that the phone lines are closed due to demand and the only way to contact is now through their web chat. This makes it obvious in my mind that this company is letting an awful lot of people down the week before christmas and there will be a lot of disappointed children like my daughter who will not have their presents this year in time. But rather then increase communication means to assist more people they limit them to those who can use web chat only, not other support.
I had already sat on the online web chat for most of the day Saturday and Monday whilst waiting 6 hours to be called back. I finally get a call back and told the small van team will call me tues. It is now Thursday and I still have no call, no delivery booked and have spent 7-12 hours on their online chat each day trying to get through to someone. I manage to get on as soon as it opens today and the operator cut me off after I had given my details saying I had taken longer the 2 mins to respond so she was closing the chat! The operator always takes longer then that to respond and its ok for us to wait hours to talk to someone but we then get cut off after 2 mins when I was typing my response.
The only attempt they have made to contact me is to resend the booking link for delivery (over 56 hours after my failed delivery time!) and the link said no delivery options available!!!! I now have no faith I will receive my parcel prior to Christmas and no way to sort this out as all i keep being told is someone will contact me but they do not!
Bottom line- this company do not deliver to you and then they do not contact you to tell you why or to rebook or to sort it out and it is impossible to get in contact with them!!! So what are you supposed to do?!!! It is an impossible situation!”
“Still waiting for my delivery which is 3 hours past the end of the 2hr window. Cannot call as phone lines are shut because it’s Christmas and they are busy to use web chat - waiting over an hour then as it reaches 18:00 closes despite saying 19:00 close. Emailed and no response either.”
“Same as all the other reviews. DO NOT USE THIS COMPANY! ordered an air conditioning unit from appliance direct (do not use this company either) 3 failed deliveries, took 3 days off work to receive the item and let down every time. The worst customer service possible. Only web chat that is very poor, was waiting nearly 2 hours to speak to somebody. Eventually had to get a full refund for my product as appliance direct will only use this company to deliver to my address. PLEASE PLEASE PLEASE NEVER EVEN THINK ABOUT USING ARROW XL!!!!!!”
“This is a pathetic delivery company, I've taken three days off in a row as they need someone there to sign for delivery and dont offer any alternative. And three days in a row, late evening, I get a text saying its now being delivered the next day. And today, the third day, I have now received a text saying they dont even have the parcel. Their customer support doesnt exist, they direct you to a phoneline which doesnt connect and a webchat which doesnt work. Its a con guys, avoid at all costs.”
“Absolutely appalling service three weeks after I ordered my appliances.
My delivery was scheduled, but nobody turned up and I received no contact whatsoever. I spent hours waiting at the property after travelling almost two hours, only to be ignored completely.
The delivery company’s web chat is useless, hours on hold with no response. This has caused huge disruption to my ongoing renovation and shows a complete lack of professionalism or care. I will never use this company again and would strongly warn others. I still don’t have my order or know where the hell it is or when I’m going to get it.”
“There is no way it takes 3 weeks to deliver item within UK but arrow manages to do so and on delivery day not deliver at all. No contact no reply and no parcel. Astonishing!”
“First attempt to deliver my fridge freezer was 2/12/25 but received a message about midday saying problems at the warehouse meant they couldn’t deliver. Rebooked for yesterday 15/12/25 Received a message two days before to confirm it then got an email yesterday ( the day of delivery) to confirm it. Waited all day, emptied the old fridge freezer and defrosted the freezer. By 8pm still no delivery so had to restart my old fridge freezer. No messages or contact from Arrowxl.
You can’t phone them or email them- they only have an online chat which is worse than hopeless. If I could give no stars then I would.”
“Waited in on day of delivery for a mattress. It didn't arrive. They messaged that afternoon say there has been an 'issue with the warehouse'. I then received a series of automated messages asking me to rebook for two weeks later. I confirmed for the Friday. Another one came through. Confirmed for Friday a second time. A third message came through. This time Friday wasn't available, so I confirned for the Monday. The day before the said the delivery was booked for between 2 and 4pm. They would message again in the morning and call me 30 mins before arrival. Neither of these things happened. Again, I waited in all day and the mattress did not arrive. No-one responds to their web chat and there is no phone number on the website. It is now over a month since I placed my order. This company needs to be reported to trading standards and shut down.”
“Do not use this company. It was contracted my M&S to deliver a bed. Chose a date from its list. Received a text the day before saying it would not be delivered. Still trying to get in touch with the company - the phone line is no longer in use and the web chat is a joke. I have reluctantly had to cancel the order with M&S.”
“Delivered my parcel to the wrong address. Didn’t receive my parcel which was £200 and I have received an email confirming this was signed for. Absolutely disgraceful. Live chat doesn’t answer. Call volumes.. I’m currently 159 in the Que. Assuming everyone is complaining which is why the lines are busy. Arrow XL are a disgrace of a delivery company and I would never ever ever use them again. Nor will anybody else I can warn either. Absolute joke”
“Alful company. Waiting for a tv to arrive. Booked a slot 2 weeks after purchase. Messaged day before to confirm delivery. 1 hour before its due,receive a message to say can't deliver today for unforeseen reason. After spending an hour on hold to customer service [ this after spending a further hour waiting in line on the online customer service] to be told they have lost the tv in there warehouse. I had to book a day of work for delivery slot. Now most likely guna have to book another day of if thay can find the tv. No apology or any reassurance just that we will contact u in 24/48 hours. Will never be using this company again!!”
“I’d give no stars absolutely disgusting company don’t know how company’s are using these absolutely useless can’t get in touch with no one said they’ve tried to deliver left no card I rebooked and they’ve just cancelled just about to ring for a refund from very”
“Absolutely awful customer service. You cannot call anyone, you have to interface with some online chat. If you need to change your delivery date, it's going to be a really difficult... I assume for no reason other than they hate their customers and they enjoy wasting their time. Because you have to do so via their terrible customer service.
I waited for 3 hours for an agent to get in touch through the online chat, left the computer screen for 10 minutes and came back.... found that they had replied while I was away, decided I was taking too long (the cheek) after LITERALLY 1 MINUTE of them waiting for me to respond, and ended the chat. So now I have to start the whole process over again - who knows how long it will take them to respond this time! Absolutely useless worthless company. I hope I never have the misfortune of being shafted with them again - they weren't even my choice to begin with!”
