As someone who ran a courier company 25 years ago believe me I know things can go awry.....! However, when they claim not to know where the mattress is... Having sent me a 'your package will be delivered between 07.00/10.00' text a day earlier I got to work at 06.30 and waited and waited and you get the picture. During 2 calls to Arrow XL it was apparent that the phone staff have a nom du jour todays was Ashley (I doubt the really have a Male and Female with the same name) which is a pet dislike of mine and I'm surprised that this behaviour still goes on. Anyway although their website tells me it's sat 8 miles from my front door (London/it said Wigan till half hour ago), I can't get any commitment as to when (if) it will be delivered, tomorrow is Good Friday/I guess they're already in Pub mode. The girl said she'd 'escalate the issue' and 'someone' would phone me. I'm not going to hold my breath. Very Poor but I'll report back if/when it does turn up. One star so far
My experience with these people was 1st class. Ordered a smart TV from Woolworths online, chose my delivery date. Had a txt message the day before confirming the order, driver called me on the day to say he was an hour away, he arrived on time and carried the box into the house for me....what more can I say, faultless from start to finish.
Didn't deliver on time, well didn't deliver at all. Phoned me but hung up after 5 seconds. Had to phone customer service 6 times, 1 person from the depot phoned me, to tell me they had lost the order. I cancelled the delivery out of frustration after 24 hours of dealing crappy customer. ASDA need to change their delivery firm.
I ordered a large TV from Littlewoods and Arrow XL was chosen as the carrier. Yesterday I received a timeslot which was 07.00am - 9.30. I was partially hesitant due to the fact that I leave at 7:30 for work so I rang customer services on an 0800 number would you believe! Very helpful and informed me that the delivery driver would call me half an hour before. Very sceptical at this as lots of companies say this But never do! Anyway, 7am came this morning and I got a text reminding me that my delivery was due. I got a phone call at 7:45 saying my goods will be 30 minutes and lo and behold, they were. Very friendly drivers too. Everyone is so quick to write complaints about bad deliveries on here it’s absolutely shocking, it seems like a different company is being described from what I have read on here! It’s logistics, one of the hardest industries to keep everything satisfactory. As soon as it’s bad, complaints get written but when it’s good, there is silence?! Very well organised 5/5.
Rude is not the word absolute terrible service no call from the manager as promised several times I've now cancelled my order and will leave a bad review of this company were Eva I can had to leave 1 star but would not even give them that if it was an option
Busy working Mum of 3 waited in all day for delivery of new bed . 6pm I rang to find out if it was still coming and after holding on the phone for 20 mins was told that sorry the driver had run out of driving time. WELL THANKS VERY MUCH FOR LETTING ME KNOW!!! and now I have got to ring THEM back to re-arrange on Monday. Absolutely f*****g terrible, appalling service.
After trying to act like a professional company by calling in advance to arrange delivery of my 4 items of furniture, I then got a text on the day around when the delivery was supposed to happen, saying that they've missed me! I'd been at home all morning on my Saturday and constantly listened out for the van and kept peering out of the window. Funnily enough, I'd had 2 other deliveries that same morning and those drivers were competent enough to use the intercom, but no, not Arrow XL drivers!
Avoid at all costs. I'm now having to cancel my £700 worth of bedroom furniture and start the whole shopping and measuring process again. I wish I'd known they were part of Yodel from the beginning!!!
My comments regarding this shambles of an organisation can be seen below. We had the most humiliating experience imaginable at the hands of the two drivers who delivered our washing machine. BUT if you are expecting ARROWXL to answer your complaint, let alone deal with it, then you are in for a very long wait. We contacted them last Monday 31/3/2014 and were advised by a customer care representative (theres a condradiction in terms!) , that we would be contacted as a matter of urgency by someone in authority at ARROWXL. well one week on and 5 e-mails later we are still waiting. This dreadful firm should be answerable to Trading Standards.
I ordered a mattress from Amazon and just my luck that the delivery service was through ArrowXL. I had not used them before, so didn't realise that they would be so bad. They tried delivering the first time but I was not at home (single working person). Asked the driver to leave the delivery with my neighbour(s). He wouldn't do that, for whatever reason. The depot took two days to contact me for a delivery reschedule. On the date of the rescheduled delivery, I made sure that there was someone at home to take the delivery. The delivery van came but the drivers searched and searched for the item but couldn't find it. It is more than 5 days since then and no one at ArrowXL has a damn clue where my ordered item is. They rescheduled the delivery for the third time but this time even the van did not come. Have called them so many times since then but end up more and more frustrated. An escalation in ArrowXL means 4 hours of server down time. They don't even gather the reasons of why a delivery couldn't happen and do not even track which order was delivered by which driver. The driver said the item cannot be left with a neighbour, the customer service and the depot don't think that's the delivery policy i.e. no one I have dealt with in this company knows what he/she is doing. Avoid ArrowXL at all costs !!
14.05, 4th April, 2014: Received a SMS 2 days back that the delivery (4th try) would happen today between 7 - 11am. Waited all morning and no one turned up. Seems only ArrowXL has work to do, their customers don't. No co-ordination between the customer service and the depot. Mr Chris White (Customer Experience Director, ArrowXL), have you tried using ArrowXL's services yourself? Are you even listening to your customers' complaints in the first place?
I was a bit nervous after reading the other reviews here, especially after finding out that they are part of Yodel, whom I have not have great experience of (see other review I placed). However I was pleasantly surprised. I got a text the night before and on the morning of my delivery confirming my 4 hour delivery window. Then I received a phone all about halfway through the slot from a very polite courier informing me he was 30 mins away. The two men delivered my item into the room of my choice with a smile and were very polite. Perhaps I was lucky with the crew who delivered my item. My experience has been a positive one on this occasion.
I ordered a mattress on amazon and wanted to be delivered to my works address. Received a text on Friday that the item will be delivered on Saturday morning but my office is closed at weekends. Contacted Arrow XL call centre and very kind and friendly staff member suggested my home address and that the driver will ring me in the morning to confirm. They did as she said and I have my item delivered right to my door step. Its saved me loads of time having this redelivered and rearranged everything. Drivers were very nice and helpful. I wish Royal Mail took an example from this great customer service;)Thank you so much. You ve made my day guys
First of all I am a real person and I do not work for Arrow XL
To be honest I was a bit apprehensive when I found out Arrow XL was part of Yodel, as Yodel let me down in the past.
However I was pleasantly surprised by how professional Arrow XL were, they called me 24hrs before the deliver was due to take place, to inform of timescale my item would be delivered as I had pre-arranged the delivery date with Very. Arrow XL told me I could expect my item between 12.45 and 16.45
Arrow XL delivered my item at 14.30 the delivery men also called 30mins before to say they were on their way.
I also like the fact Arrow XL have a Freephone number too, which allows customers to track the progress of items.
I now feel confident enough to order other large items from Very
Having checked this site for a review of arrow I was a bit nervous on what to expect,re comments on late or no delivery,leaving without install etc etc.So I rang arrow,to make sure my delivery was on the lorry and,on its way to my address as arranged.Firstly,there customer service operators were polite,friendly,checked and confirmed that my delivery of a washing machine was all on track,1st thing settled.Phone call 2 hours later from delivery team confirming they would be with me in 20 mins.I live on the top floor of a block of flats,the guys carried it up no complaining.They placed it in the kitchen,unpacked it,removed all packaging and box.They installed it in no time,offered to wait whilethey did a test wash,spin,drain.I cant praise the 2 guys highly enough,polite,friendly,efficient.The team were from the Worcester branch,so thanks you lot for being so perfect.10/10
Firstly I am a delivery driver for a national company (not parcels), I have delivered every size parcel you can think of for parcel company`s in the past so know what goes on and how the system works!!! The routes are predetermined before the vehicles leave the depots, the only delays should be traffic (an accident or break down) and maybe half to an hour through awkward deliveries. So why we all get times of between 8am and 5pm or other long variations beats me. I should have had one on the 18th of december 2013 ready for xmas a gift to my grandson, did not arrive, I found out be ringing arrow myself, it was damaged!!!! ordered again?delivery date and the usual text the day before??? nothing I left it and then rang 4 days later to be told sorry they could not deliver and the reason why?? yes it was damaged, question!!! why did they not ring me to tell me? I had to ring them to find out, so I ordered again then again, finally after 100% guarantee it finally came on the 8th of jan 2014, but at the end of the day, so that was 3 working days someone waited in, and earnings and other arrangements lost, why are company`s like Isme using these lame ducks they really are useless. would never recommend to anyone.
p/s I got a text yesterday saying I would be receiving a parcel via arrow xl today 7th of march 2014 between 10.30 and 14.30 its now 14.10 and still nothing I will return!!!!!!
Dinning table deliverY booked in for Saturday at between 0930 and 1330, at approx 1325 i received a call from the driver reporting they had broken down and most likely would not be able to deliver as he was waiting for a mechanic. At approx 1500 i received a call from a lovely lady informing me of the non delivery and re arranged the delivery to be made today at the same time window, slightly annoyed after my wife took the day off to wait in but i suppose these things happen. To my disbelief after calling arrow to find out why the delivery had not been made today also, only to be told it is not being delivered until the 27th and that the lovely lady should not have renegotiated a delivery day with me!! Regrettably i now have no table or chairs as i disposed of the old set to make room for the new and as a family we are all say eating dinner of lap trays whilst sat on the sofa. I have a new sofa being delivered from the same online retailer this Friday, really looking forward to finding out how this pans out, if it does happen my children will not be eating on the sofa then!!
Very unhappy with both Arrow and the online retailer for using them!! 2 days wages now lost on a table and chairs that has now almost cost my family more than its worth in loss of earnings alone.
supposed to have sofa delivered to us and guess what! it didn't turn up. apparently there was a computer glitch but no one rung up to tell me this. so rung them and they can only deliver by thurs or fri not very good is it. now i have no sofas in my flat and no where to sit. thanks arrowxl or yodel or home delivery network or is it white arrow you change your name so often its hard to keep up. is that because it has so many bad reviews.
I had my fridge freezer delivered early in the morning. The transport team had sent me a text the previous evening and on the day of delivery gave me call, saying they're 10 minutes away. "Efficient, professional" - I thought. Little did I know. They brought the fridge in, dropped it in the middle of the dining room and were ready to disappear. On my comment that this is not the kitchen and could they please unpack it and slide it into a raised slot, they reluctantly (!) agreed to do it. I paid for the old fridge to be taken away but they refused to comply, explaining that this was their first delivery and they have no room in the van. And before I had the time to call the customer services and pin them down, they were gone. I spent the whole day on the phone with - admittedly - very polite people from customer service who logged my complaint but were unable to contact the transport team (as we live in the world with no mobile phones, ekhm). After numerous phone calls, the old fridge is still here. As far as I am concerned, Arrow XL took the money for the service that has not been delivered. Shambles!
After having the worst experience with Very, I thought ArrowXl (their chosen delivery company) were going to at least make it all end promptly with a reliable and speedy delivery. How wrong I was!
At first Arrow seemed on the ball and were pretty decent at communicating via email and text letting us know when the delivery would take place. Sadly they failed to deliver the first time as they couldn't ascertain where we were exactly. I'll let them off for that, and even the lady on the phone was pleasant and gave me confidence that they knew what they were doing. This is where it all went downhill. The delivery address was a business and all I wanted to get them to do was deliver it after 9am as no one was around before, not a tall order for most delivery companies. So when I questioned if this was possible, the lady politely told me that all she could do was rebook another day and see whether we get a later delivery slot - which we never did. We've tried three delivery attempts with this company, and the third and final time was supposed to happen today, but after calling them, they had decided to not even put our order on the van as it was too full or some other random excuse. They didn't even let us know of this decision until we called to ask when it was likely to be delivered. We have now sent Addison Lee taxis to pick up the order from them and this will 100% be the last time we ever use Very or ArrowXL again. Shocking service!