“Item was bought 3 weeks in advance with delivery date of 3rd January. The day before delivery I received a text to say they couldn't deliver on this day now and to rebook. I chose the next available date which was 7th January, then received a text the day before that saying I needed to reschedule again due to a technical error my delivery hadn't been put through. I then rearranged for 12th January and was told it would definitely come on this day. I didn't receive a text but item didn't come again. I phoned the supplier to cancel the order for a refund and bought elsewhere. Would never deal with this company again.”
“Avoid at all costs. Terrible collection service with poor communication and zero respect for the customer. My collection failed 3 times as each time they went to the wrong address while i waited at home all day. Then they accuse you of not being in and therefore unable to make the collection. Impossible to email them, nobody ever appears on live chat and if you ring you will be number 125 in the queue. I requested a call back which to be fair eventually happened and the staff were apoogetic and helpful. Drivers never give a courtesy phone call either before arriving as they said they would and they never left a calling card as they claimed. Trying to get a refund doesnt work as they are only couriers and you then have to argue your case with the retailer.. Luckily i had proof that they went to the wrong address and won my case. Save yourself a lot of stress and heartache and find another firm.”
“Received text saying item would be delivered 6.30 to 9.30 never came. Tried Very and even they could not get through to arrow xl. Don't know where the bed is and now no bed to sleep in. No telephone number and chat still stuck on 4 hours later”
“As with all the other reviews, just awful! Avoid at all costs.
Had a slot between 2-5 for delivery of fridge freezer. Camera doorbell showed they'd turned up at 12.30 when I wasn't in, rang door bell and waited 2 minutes before driving off.
Then after 2pm they recorded it as a non delivery.
Had an email to reschedule delivery 6 days later - havent had anything to say when they're delivering today and assume they wont be.
Contacting them is impossible and have been waiting hours on the webchat unanswered.
Absolute joke of a company and I wont be ordering from anywhere that uses them.”
“Alpha Recovery stepped in at a difficult and uncertain time and provided clear guidance and consistent support. Their team listened carefully, explained every step, and handled my case with confidence and professionalism. My withdrawal issue was resolved successfully, and I’m truly grateful for their help.”
“If I have option not to give star I will give 0 . They turn out at 7:30 and asking me what I am expecting and then said the parcel is not in the van . It’s fridge freezer which can’t be lost . Customer service no response . I left with no fridge at all. Not sure why companies are using them for deliveries.”
“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!”
