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Campervansteve's review of Arrow XL - www.arrowxl.co.uk



written by Campervansteve on 05/01/2023

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.
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.

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