“Shocking. Was meant to deliver sofas on Monday and even received a text to advise it would be here between 12:00-14:00. Then had another text at 13:00 to say the delivery was cancelled.
I rearranged delivery for Saturday and was told it would be between 11:45-13:45. It's now 17:40 and theres no update. Customer service is absolutely useless and just repeats they'll update me once they speak to the driver.
STAY AWAY. SHOCKING”
“I took a day off work today, waiting for a delivery for my son‘s birthday
Apparently, the driver came to the front door and I wasn’t home when I was waiting from 7 am for the delivery
Nobody called me nobody knocked the front door. I checked my cameras. Nobody even exited the van. They just stopped and then drove off. Absolutely ridiculous.”
“Arrow XL were delivering furniture to our tenant, after several and failed deliveries (including one when the courier failed to load the van), delivery was only success when the tenant skipped his medication to be available for the early delivery slot.
We, the tenant, and the seller were all pleading with Arrow XL to make reasonable adjustments (as per the Equality Act) and they refused, citing the inflexibility of their route planning team.
Communication is difficult: phonelines close in the early evening, the webchat isn't answered, and the character limit of the online complaint form makes it impossible to give full details. Internal communication also leaves a lot to be desired as both Complaints and Customer Services have no recourse to contact the route planners or couriers.
Complaints are handled stubbornly and dismissively, and on several instances the Complaints team gaslighted the other parties involved.
The owners of this Arrow XL need to ask if this is the sort of company they want to be running.”
“Appalling company.. cancelled the delivery date 3 times, when it finally arrived the two men, who had very limited English, said they couldn’t bring it inside for us, said they weren’t allowed to unpack it, and shot off as soon as they could, leaving me and my husband, both in our sixties, to unpack it in the street, and carry a huge American fridge freezer inside by ourselves. Disgusting company, I’m surprised they are even trading.”
“Furniture was not delivered as promised. No reminder or contact on the day. Spent 45 minutes waiting for someone to join chat line for her to end the chat as I didn’t answer her question fast enough. Waited another 45 minutes for another person to join the chat to be told my order had been delivered to the wrong area of the warehouse and I would be contacted to rearrange. No contact. Spent over an hour this time to “chat” with someone and rearranged date. Message received day before delivery expected to say issue at the warehouse & my furniture not at correct area to be loaded onto van. Same excuse as previous no show. They had over 1 week to get the order to correct area. I have now cancelled my order and will look elsewhere. Bunch of cowboys. I will never order anything again without checking the delivery company first and if ArrowXL, will avoid at all cost. Don’t even deserve the one star I had to give in order to write review.”
“Time wasting bullshitters
Order due today between 6:30am and 8:30am. Text message at 08:19 today that they didn’t have the stock at the right hub due to a warehouse issue.
Despite their online tracking saying they had it yesterday.
Avoid like the plague.”
“Driver was extremely rude , wanted to somewhat intimidate a 15 year old girl that was home alone , I missed him by seconds . Sad little man , would put money on it he wouldn’t have spoke to a man like that . Horrible horrible service . Please VET your drivers !!!”
“Shocking company!!!!
Have been waiting for my delivery since Tuesday, to be told on the day, an hour before delivery, that they were unable to
Deliver, due to issue in warehouse. Rebooked for today, to be told again, an hour before allocated time. Unable to deliver, due to a problem in warehouse. Shocking customer service. Can’t talk to anyone. Waited over an hour for their web chat, which was useless and basically got told, my order was too big for the lorry, so they decided to leave it off and redeliver another day. Absolute cowboys and shocking customer service team.”
“Lazy. Incompetent. Unprofessional. Cannot contact customer service at all. They have wasted weeks of my life. They have "attempted" delivery twice now. Home all day both times, didn't even come close to my apartment before conveniently knocking off early and marking my delivery as "attempted" lazy lazy lazy employees work at arrowxl. I hope they shut down soon.”
“If I could givr this company a zero, I most definitely would. Here is my respose to the survey they sent: My first attempt to contact you didn't happen until 9.20am,message constantly saying ' our lines are closed' despite it stating they open at 9am. On that subject the opening times of your 'call centre', 9 - 5, are rediculously short No emails as promised, no texts as promised, up to an hour to get through to you on the phone, no answer from your online chat, no call back when one was promised, item 'out for delivery' then not delivered. This means we spent a whole day waiting, we had to take food and drinks with us, total lack of interest from your call agents when I finally managed to get through, despite explaining the urgency of the delivery, I requested to speak to a manager, was told 'no one available, one would call me back later, they didn't. People complain about Evri and Yodel, but compared to you, they are consumate professionals. I am finding it very difficult to think of a worse customer experience in recent times. It resulted in the order with Argos being cancelled and I will be sharing the reasons why, fully, with them. My experience will also appear on as many social media sites as I can get on to. If it stops someone else having such a diabolical experience as we have it will be a good thing.”
“Ordered a large item, they changed my delivery date 3 times! Drivers had it out for delivery and it never arrived, I phoned and they told me it was delayed. This happened on 2 separate occasions with two different deliveries. Second delivery sat in their local depo for 2 weeks before they took it out for delivery.
Currently waiting on a large item delivery, told by the retailer it will be here in 6 days time as they have already dispatched it. Upon speaking with arrowxl it won’t be delivered for another 3 weeks, even though the item is currently sitting in their warehouse! Confirmed on online chat it will in-fact stay in their depo for another 3 weeks as they don’t have any earlier availability.
My last delivery arrived 3 days early at 8am in the morning and given no update of this and driver said “good job you answered the door I was going to cancel this delivery”.”
“Cancelled my delivery on my chosen date the day before it was meant to come (the day we moved in and had ordered our fride). Wouldn't let me reschedule, the chat took hours to get to an agent and then finally got through and offered me 6 days after my original chosen date. How am I meant to be a family of 5 in a new house with no fridge for a week. Told them to keep the fridge and managed to get 1 same day click and collect from a different company. Looks like I am not the only one who has been let down as well. Awful company.”
“Appalling company,had 3 delivery dates and still no show.
I'll never order anything again without checking who the delivery company as if it's Arrow then I won't order and save myself a load of hassle.”
“Absolutely rubbish, late delivery. Then text 3 hours before delivery should be taking place to tell me my shed is damaged and they won't be delivering it. Last shed has been dismantled and equipment is on grass waiting for new shed. What a joke of a company”
“Absolutely terrible delivery. Husband had to leave to new house for 7:30, waiting for delivery. Latest it was supposed to arrive was 9:30. However, he is still waiting there! We have nothing set up in house as needed fridge in before moving. Abysmal service. Do not use.”
“Drivers made out we were not home inly to find out its because they broke our washing machine . Awful company should be shut down they let so many people down and mistreat peoples goods”
