written by on 18/03/2024
I just had 2 drivers for this company come and collect a tv that was faulty and can honestly say the worst experience I have had with any courier company. First they were calling myself back and forth all day about not wanting to collect it because it wasn't in its original packaging, even though head office told me and them it doesn't need to be, its fine. Then they arrived and the first thing one of the drivers said was why isn't it packed and ready, staring at me like he was going to attack me or something. I was totally shocked, the other driver wanted me to sign a disclaimer saying that if any damage happened to the TV whilst in their possession I must take blame for it, as you imagine I certainly didn't sign that. Then the other driver went on to tell me how bad his job is and what he has to put up with all the time all while swearing left right and centre, right next to my sons bedroom who heard everything. I'm honestly left shaking and considering taking legal action.
written by Stuartpd85 on 11/01/2024
I waited in all day for the delivery of an expensive purchase. Watched the tracker and knew we were next in the line. Refreshed the tracker to see they claimed I wasn’t in. I was sat in my kitchen! They clearly didn’t knock and just wanted to go home. Disgraceful service. Called contact centre about 5 mins later and they wouldn’t turn the drivers around! Avoid this company like the plague!
written by Keithctkk on 06/10/2023
Don’t trust this company! If you are doing fine with it, you are just lucky. But not everyone is lucky enough! First time using arrow XL and Amazon Prime. So far the worst experience I have in my entire life. I order a mattress few days ago. Supposed to receive a sms yesterday, but only receive it at 6 something when ppl are still sleeping… if you have to send it at 7, please at least send a SMS a night in advance so that I have time to arrange! Do u expect customer to wake up at 6 am on the day off and wait for your sms? And even you want to reschedule it, they not gonna send you ASAP. They will let you to sleep on the floor for few days, and still not gonna tell me abt wt time they will come. And this is the Amazon Prime delivery service!? Total waste of money. Overall,The delivery guy is very unfriendly, the CS team is not helpful at all. And until now I am still not sure would they send it on time or not. Definitely the worst experience I have ever have. And I would suggest everyone not using it
written by PatrickRH on 25/09/2023
Two Failed deliveries in a row. First scheduled delivery I see a large van pull up the driver get out, take a photo of my door, and drive away again. No doorbell, no call, no help from ArrowXL. Rescheduled for a few days later (having to take another day off from work). They text me saying they can no longer find my item in the warehouse so delivery is cancelled. No response from anyone. Terrible. Avoid.
written by on 18/09/2023
I don't know where to start here. I'm 67 and recovering from Hernia surgery and my partner is the same age. Having ordered a settee an a recliner chair for our living room it was due to be delivered at a specific date and time. Everything was done to prep the room prior to delivery, all gates were open and car moved off the drive, and enough room to get the suite into the room. They turned up late, no call to let us know! They were rude and non communicative and when they decided the items wouldn't fit through the doors (rubbish) attempted to leave them outside on the path!! I had to almost beg them to take the packaging off and try again - they did, and the items went in no problem! Just dropped the items in the room and left.... I will never, ever use this company again...
written by marianorwich on 05/09/2023
I've been attempting to cancel the delivery of unwanted goods for the past 5 days, sending multiple emails and messages. Regrettably, all of these attempts have been ignored, both by the delivery company and the vendor. I must express my dissatisfaction with this company, as they appear to disregard all forms of communication and requests. I would advise others to save their time, as responses from this company seem to consist of generic, pre-written replies. Avoid at all cost!!!
written by Jacob224 on 04/09/2023
To date, this has to be the worst courier service I have had the unfortunate pleasure to deal with. Communication is shocking, delivery attempts when agreed date has been confirmed by telephone call let alone email!! disappointed would be an understatement!! Future deliveries where this is the courier I will definitely cancel.
written by 114McIntosh on 11/06/2023
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.
written by KarmaShoemaker10 on 22/03/2023
the company did everything to make the delivery of my chair as easy as possible. it was delivered on time the men where great and put the chair where i wanted it, a big thank you to all concerned.
written by Morny on 19/01/2023
didn't receive my goods due to the driver not being bothered to check the special delivery note which had my contact number on. Then I spoke to the support line and was told the depo or driver will contact me to let me know about it being delivered... no one called back I had to chase this down my self to get the answers to find out 5 days I have to wait now with no bed absolute terrible poor service I am currently waiting for the complaints to get back to me but I highly doubt anything at all will happen joke the communication and service has been poor and I don't think they could hit water if they fell out of a boat.
written by Campervansteve on 05/01/2023
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 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.
written by KimBowler on 28/11/2022
Great service. I was kept informed throughout the delivery process with emails & calls on the day from the delivery drivers. They were really helpful.
written by Poshgirl66 on 16/11/2022
Very happy with how the delivery was carried out ! We were rang by the company to give us an estimated time and was told the delivery drivers would call on the day which is exactly what happened ! They gave me a time and turned up in the time frame ! Two nice guys delivered our goods and they were friendly and helpful ! Very good service !
written by Marsh457 on 04/11/2022
The website talks about award winning service. Only award they're winning in my eyes is the incompetent worker award. Two workers came to fit an appliance end of October, claimed that the cables and fittings on the back were too short to reach the wall. Even after showing them myself that the cable was indeed long enough, they outright refused and said there was nothing they could do. Was the end of the day and presumably their last appointment - from the offset their attitude gave off a strong vibe of not wanting to be there, and I am confident that their claim was simply so they could go home early. Left without giving any information on what would happen next, and when I rang customer services a couple of days later they had been given no useful information whatsoever by the workers. If I hadn't have rang, I would have never heard back, simple as that. Useless, and wasted my time. Stay well away, there are far better companies out there.
written by Hillwj414 on 14/09/2022
Avoid like the plague, It took them 3 weeks to deliver a return parcel back to the seller. Replacement was sent out monday via next day delivery, got a message today(wednesday) from arrow stating my delivery won't happen as its ended up in wrong warehouse... Abysmal service, don't deserve to call themselves a courier.
written by Josephcustomer on 08/08/2022
My dishwasher was delivered splendidly. I was given a few days notice of my time slot and this was repeated on the day. There was a link, so that I could follow the delivery lorry on its way to me. About half an hour before the delivery, I was phoned and the guys let me know they would be there in 30-45 minutes. When they arrived, they quickly brought the machine into the kitchen and put it down exactly where it needed to be for unpacking. This was my first delivery from ArrowXL. I would be more than happy to have them deliver to me again.
written by massdammer on 29/06/2022
I had my bed delivered today, they were two lovely young men hard workers and very kind. i would happily recommend them and there company to all my friends the difficulty is putting the base together
written by Rishi1957 on 16/06/2022
Their drivers said they only get 14min to deliver so they left me, pregnant at 9 months, blocked inside the house with no way of getting out and I could go into labour any minute! What's worse is they said head office authorised them to leave without completing the delivery! This insane! I asked them to help clear a path so I could get out if I needed to but they refused and just left! I'm blocked in by a 110kg American fridge freezer! This is so dangerous how could they leave me blocked in and how could head office authoriE them to leave someone thay could need to go go the hospital any minute now BLOCKED inside! I am shocked and appaled!!
written by Sparrow07 on 17/05/2022
A. & T. from Arrowxl called nice and early (8:a.m.) to say they were not far away and that they were on their way. They arrived about 20 minutes later.✅ They delivered and as arranged,they removed my old fridge. No problem. Thank you very much.
written by ShaniyaMcQueen49 on 06/04/2022
Fast delivery . Very Happy with the delivery. Bang on time. I was worried the delivery might not come on time because I was leaving for work. Thank you .
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