It seems a standard comment from everyone on here useless! we ordered our sofa from sofaworks who in fairness have been very helpful but unfortunately have let their company and customers down by using this company to deliver their goods bad move sofaworks as I ordered from you in my eyes you are responsible to get my sofa from your warehouse to my home which we paid an extra £100 for the privilege!!!! We had a text please call to arrange delivery great excellent rang sat sorry can't do it today ring after bank holiday so rang Tuesday no slots sorry it's coming up your unreachable um we live in norwich a large city not the outer Hebrides! To this answer I laughed she then said I will call depot they will call by end of day to arrange delivery surprise surprise no call we called again next day (yesterday) oh yes it's coming tomorrow so I have stayed in all day and guess what no sofa no call nothing so rang at 5.30 no answer waited 15 mins then I was cut off rang sofaworks asked them to deal with it as I bought the product from them which they did called back yes it's on van on way which is what this awful company told him 8pm no sofa called sofaworks again he then called us back full of apologies funny enough arrowxl not answering and his manager is calling us tomorrow awful I am not angry that the sofa is not here it's the fact that they blatantly lie to you thats infuriating don't say it's coming when it obviously is NOT! A day of my life I won't get back again wasted this company should seriously be named and shamed on watch dog!!!
If you are a firm using this company to send your products, prepare to have your brand image eroded. If you are a customer contacted by these clowns and told to wait in, prepare to wait and wait and wait. My experience in brief: I was contacted by auto-phone message and told that my consignment would arrive next morning. I took the morning off and waited in. No package. So I called customer "services". 23 minute wait: your call will be answered shortly. ArrowXL claimed that the "non-delivery" was the fault of the supplier (Amazon). Strange how Arrow, and their related "service" Yodel, are the only Amazon partners that seem to have this problem. And why did they simply not call me to tell me not to wait in because they had not received the consignment? My advice to all of those who have also given one star is to vote with your feet - a firm cannot survive for ever by trampling all over its customers.
I have been unlucky enough to have been assigned ArrowXL as the courier of goods for two separate orders made within a week of each other. The first order - a mattress from Groupon, the second order an entire bed and a coffee table purchased from Wren Living. The first order I received an SMS message from ArrowXL stating that my goods were scheduled for delivery on the morning of 17th April between. Therefore I took the morning off work (unpaid) and spent my time ensuring that the room was ready for the mattress to be received. At 11.00 on the morning of the scheduled delivery I received a phonecall from ArrowXL saying that my mattress had not been received into their warehouse and therefore will not be delivered. Arrow informed me that the tracking system should have had "Goods received into Worcester" listed as an event before the SMS was sent. So why was the SMS sent? Secondly, why did it take Arrow until 11am to notify me that the mattress was not going to be delivered? If they had notified me earlier, I would have been able to go to work and not lose 3 hours pay. Surely they will have been aware that my mattress was not in their warehouse? I still have not received my mattress.
The second order - exactly the same thing.... I received an SMS from Wren Living saying that my goods will be delivered on the morning of the 23rd April. So again, I book time off work. AGAIN I receive a phonecall saying that my goods have not been received and they will not be delivered.
I have never experienced such bad service in my entire life! I have ordered a bed, and a wardrobe and it's taken a month and still waiting on the delivery! They've given me many dates for which I made myself available, and they had failed most days, I wasted whole days waiting around for a delivery that doesn't turn up. After contacting them again and again and complaining to very.co.uk, I had received only some parts of my bed and not the wardrobe nor the mattress. I again had to reschedule and waited days with failed delivery dates and then finally I received the mattress and only ONE PART of the wardrobe!
I am still waiting for the other two parts, the depot say they will call me but they don't, customer service always say they have "escalated the issue", but nothing is being done. They have lost part of my item and will have to reorder from the retailer.
Really bad communication, they did not have the courtesy to at LEAST phone me and tell me that there are problems instead of making me wait and waste my days.
It has been such a bad experience that I did not want to order from any company that uses arrow xl, but reading the reviews it seems that alot of companies use this rubbish service.
Very frustrated and unhappy customer, and what frustrates me more is that everytime I call them I have to repeat my issue as if they are unaware of it. Grrrrr!
I have been waiting 7 weeks for my sofas and on Friday 11th April I had a delivery with no warning I didn't know they was coming so i missed the delivery so the following day I rang them to rearrange delivery I was told it would be the 15th April so I waited and nothing so I rang them to find out what was happening to be told "I don't know why you was told the 15th it will be the 17th".So on the 17th rang them again in the morning just to make sure and again I was told " I don't know why you was the 17th it will be 22nd" so today I rang again just to double Check and I've been messed about again now being told it will be Friday 25th! I have sent a number of email and waiting for a call back which will not happen. I have never dealt with so many idiots in all my life it is getting beyond a joke now. Fuming is an understatement no doubt I will get messed about Friday when it is meant to be here!
We were just pulling out of my driveway this morning and these couriers blocked our drive. They were delivering to our neighbour and when I asked them to move about 2 metres so we could get off our drive they refused even though they had plenty of room and hadn't started unloading yet. We had to wait five minutes for them to finish and we was already late to where we had to go. It would have taken them 30 seconds to reverse but they refused.
Paid for next day delivery - never arrived! Driver lied about us not being at home - we have CCTV to prove this. Now order is "missing". Was told I should receive my delivery 7 days after I placed the order! Totally unacceptable.
Dear Nisha, Thanks for your comments. I have tried to email you at the address you have given several times but it keeps bouncing back due to security concerns?? Please can you give me a valid email address. I was told that I would receive my delivery again today between 12.45-4.45pm, yet again it did not arrive. I was told that someone from Arrow XL would call me back ..... Still waiting at 9.20pm. I'm absolutely devastated that I am not not going to receive my delivery in time for my wedding. This was supposed to be next day delivery and it is now over a week late.
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