“ArrowXL is an absolutely appalling delivery company. In my experience, they were dishonest, impossible to reach, and showed a complete lack of accountability.
I ordered a piano from G4M, and ArrowXL was the delivery company. I received a confirmation email for delivery on March 5, so I took a full day off work and stayed home waiting. In the afternoon, I received a message saying the piano had been delivered. That was false. Nobody came to our door, nobody rang the bell, and nobody called. Their website also falsely showed the item as delivered. To make matters worse, there was no proper phone number to call them, and even the seller seemed unable to contact them directly.
The next day, instead of any apology or explanation, I got an email asking me to book delivery again. That meant waiting another 5 days and taking another day off work. On the second attempt, ArrowXL sent a text saying they would arrive between 9am and 11am. Then around 10am, I got another message claiming the delivery had been cancelled because nobody was home. Again, completely false. I was at home the entire time. My Ring doorbell log showed no ringing, my phone log showed no calls, and my Ring camera showed no delivery attempt at all.
When I raised this through webchat, they sent me a photo of my front door as if that proved anything, while ignoring all the digital evidence I had showing they had not made a genuine attempt. It felt like they were more interested in covering themselves than telling the truth or fixing the problem.
What makes this so bad is not just incompetence, but the fact that the company appears comfortable making false claims instead of providing real customer service. Two wasted delivery days, two days off work lost, no transparency, no accountability, and no meaningful way to contact them.
Any retailer using ArrowXL should seriously reconsider, because this kind of service damages the retailer’s reputation as much as ArrowXL’s own. As a customer, I would rather cancel an order and get my money back than deal with a company that marks items as delivered when they were not, claims nobody was home when they never showed up, and then refuses to engage honestly with the evidence.
I would strongly advise customers to avoid any seller that uses ArrowXL.”
“If you ever find out that ArrowXL are your specified courier for an online order, do yourself a favour and cancel immediately. They cancel deliveries, never answer their phones and the webchat is beyond useless when they bother to reply. Whoever ‘Diane’ is, she’s as much use as a chocolate teapot. She needs the boot as do the rest of the customer service team.
Companies like this are the scourge of the UK. GIVE THEM A WIDE BERTH.”
“Delivery turned up on time but they refused to take it upstairs - their delivery e mail saying they'd leave anything weighing over 85kg on the ground floor - mine was well under that but I knew wouldn't be able to move it upstairs so had to send it back.
When I contacted Arrow they said it was at the drivers discretion, more like they couldn't be bothered”
“It's just one of THOSE delivery companies. I was at home all day waiting for the bell. They came, took a photo of the building for "proof" and drove away. I canceled my order entirely and will think twice before buying from any company that's partnered with ArrowXL.”
“Well ordered a sofa and single seat. Arrowxl to have it delivered on fwb 26th. That day arrives nothing so rang the supplier and they eventually got back to us to say the items were in one of arrowxls warehouses but arrowxl couldn't trace them so another order placed by the supplier. This was due today march 3rd.. nothing arrived. So rang supplier and it seems arrowxl whonrangbus on fwb 28th asking which day suited us for delivwr and gave us 3rd 10th and 12th of March we told them clearly march 3rd.. checked arrowxla site and they have it down for march 10th. Meanwhile we have nothing to sit on since feb 25th as council took away our old one as we live in a tiny bungalow.
So we are at a loss why areowxl are in business.
We wait now with baited breath when it will actually arrive.
Arrowxl are a complete joke they neighter listen on their ohones when we eventually do get through or the fail to deliver or even keep the items in the proper warehouse.”
“Absolutely Appalling Service from ArrowXL - Avoid at All Costs!
I am beyond furious with ArrowXL and their utter incompetence. My wife and I ordered a shed to be delivered to our allotment, and what should have been a straightforward process has turned into an absolute nightmare. We've had four failed delivery attempts so far, and now we're waiting for the fifth – it's been a whole month of wasted time, frustration, and lies.
These drivers and the customer service team are completely incompetent. I can understand a hiccup once or maybe twice, but four times already, and a fifth on the way? That's just ridiculous. The last attempt (the fourth), they didn't even bother showing up – they just marked the package as undelivered without any effort. They're straight-up lying to customers' faces and making zero attempt to resolve issues. Maybe one person from the ArrowXL service team tried to help over the course of this month-long ordeal, but that's it – everyone else couldn't care less.
First attempt: They arrived several hours before the scheduled time slot and expected someone to be waiting for them. Why bother setting time windows if you're not going to respect them?
Second attempt: They supposedly went to the wrong location. The driver called me, I gave him the correct address, but he claimed he couldn't find it and then stopped answering his phone altogether.
Third attempt: Again, they went to some other place entirely. Complete failure.
Fourth attempt: Didn't even show up, just reported it as undelivered.
The drivers clearly don't give a damn, and customer service is just as apathetic. I do not recommend this company to anyone – they're a total disaster. I will never use their services again by choice. Honestly, it's a tragedy. I've wasted several days of my holiday time waiting for deliveries that never happened, and we still don't have our shed. Who's going to compensate me for the financial losses and all this aggravation? ArrowXL, sort yourselves out or just shut down!”
“Was told twice that my item was being delivered rang after the time slot to see where it was as I had to go out and was told it was lost in the warehouse after being told both times it was on it way that day”
“Very bad experience with Arrow XL delivery service. The delivery person called me after arriving but didn’t even wait for 5 minutes. He did not unload the product at all. Instead, he just stood far away, clicked a photo from outside as “proof,” and left immediately. This is completely unprofessional and unacceptable behavior. Extremely disappointed with the service.”
“Absolute fiasco - how are they still in business?
Ordered 2 parts for a job - contacted to advise them that delivery is restricted (needs to be small vehicle) OR - I can meet them on main road and offload from them to me, OR they can deliver to local store that I bought the items through, and I would pickup from there.
No flexibility at all - refused to offload on main road (other couriers have no issues with this in our area), said it would take days to re-arrange delivery to store.
They then sent delivery window last night - waited on job for them, no one turned up. They have now re-booked for several days later meaning I miss job deadline which costs me money. No way to actually speak to someone (has to be online so have to sit at the screen so can't get on with anything else) and staff unhelpful and inflexible. I'll avoid in future”
“This is the first review I’ve ever left purely because my experience was that bad with arrowxl. Genuinely the worst delivery service I’ve had in my entire life. First attempt at delivery found my dishwasher damaged. Then on further attempts to deliver it took 5 seperate attempts spanning over 6 weeks. Each visit I was told with no where to park it would have to be placed on a small van to get to my house. Each next visit it was still a hgv despite clear text evidence saying it would be a small van. I received wellfare calls saying they would personally make sure it was placed on a small van and was being monitored on the back end, each time to find it was still a hgv. In the end on the 5th attempt, the hgv driver parked it in a perfectly legal spot that I recommended to every other of the 5 drivers who all refused. A joke company who can’t organise anything on the backend alongside a driving team who look for the quickest way to fob off delivery. Genuinely avoid at all costs.”
“Seem to be completely incompetent when it comes to delivering things, which is the only thing they need to do. Failed twice with deliveries, one because they had the wrong van, the second because they delivered it to the shop when it was closed, I can only assume the drivers do not have access to Google when in the van. Absolute shambles. If I was a company owner, I would not even consider working with this mob”
“WORST. DELIVERY. SERVICE. EVER. In fact they are not even a delivery service as I am still waiting for delivery. Ordered a whole raft of bedroom funriture from frasers pre-NY and still waiting for it. They were told it was being delivered to a commercial premises and that the opening hours were 9-5 but somehow they allegedly turned up at 7:45. I say allegedly because our CCTV doesn't ever show them coming at that time. They then rebook it for a week later and then send me a message saying they are 'unable to make your delivery today aas we have not received the goods in time'. these are the goods that they have had since the 30th december at their depot and that they allegedly tried to deliver last week. Just lies, fraud and malfeasance. Have also informed Frasers but we know that means nothing”
“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 😡”
