Arrowxl rang last Monday to arrange the delivery of two expensive leather armchairs. They told us it would be 7-10 am Thursday, 30th January. So got up at 6am and stayed in. By 10.30am with no sign, rang the catalogue company to get ArrowXL's phone number. In a proper world the catalogue company would ring their deliverers to sort it out, but not in the real world of British customer service, ie lack of customer service. We were told the chairs should have gone out but had not been put on the van and they would email (!!!!) the loading warehouse to find out why they had not been loaded and get back to us in 2 hours (!!!!). Obviously ringing the warehouse or going down to check were too obvious. After 2 hours with nothing, we rang again and were told the original person we spoke to was not available and it would take 2 hours for someone to get back to us. At this point we said, either get back to us or keep the chairs. To be fair half an hour later,we were told they had now been put on the 24 hour delivery service, the truck had gone out and we were second drop. The chairs finally arrived about 6.30pm with the usual no apology and just drop them off as quickly as possible and go. All Friday we were out and they were trying to ring us (we thought to apologise) but we were out. Today they rang at 9am to fix a slot to deliver our chairs! He was most put out when we told him they had sent them Thursday. Like many of your reviewers I suspect the catalogue company use them because they are cheap, but the selling companies ought to have a responsibility to sort their delivery companies out. Yodel, which other people seem to find just as bad as it's the same organisation, seem to have been fine in delivering small parcels, possibly because they use local people who get to know customers.
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