askaxl.co.uk Anmeldelser 852

Two very rude and unhelpful men attempted to deliver an item, this item wouldn't fit into the property while boxed (not their fault). But they point blank refused to move item if it was unboxed (I wouldn't be able to move it alone). While stood in my garden attempting to find a solution one of the men said "well quickly then, my time is expenisve". They were both rather intimidating very rude telling me this was my fault and they would leave item in the garden if I didn't move it myself. I contacted the company via WhatsApp and they did not address my concerns about how rude the two delivery men where. I wouldn't want to use these again as a single woman living alone having two men being this openly rude to me was not to experience id have had expected, let alone paid for.

Cancelled delivery 4 times with no communication, then tried to say nobody was in to receive the delivery. Nobody attempted to deliver it any of those 4 times as I was in & also have a ring doorbell.

Failed to deliver, waited in all day no notification. Poor customer service. Can’t email direct.

Terrible delivery company!!!!!
Not only were they a few random days behind the confirmed delivery date (which I took a holiday from work for which was a wasted day) they also damaged my hallway wall and was hit with a serious attitude by the two delivery guys, this was from the airdrie depot. Absolute shambles of a company.

If only I could leave a minus score!! Customer service is a joke, online chat useless, what's app useless too. Driver didn't deliver or even attempt to deliver and then I was sent a photograph of "my house" which was clearly AI. Disgusting service, and no resolution.

Rude men, barged into my house without a greeting. Parked in the road blocking traffic, no trolley, refused to put it in place, then refused to take old fridge as could see it wasn’t a totally easy job.

Then acted threatening towards me when I said I didn’t want it. If they can’t take the old one then I can’t accept the new one.

I would NEVER in my life allow a delivery from these people again.

It’s clear they were unprepared and unprofessional, as well as smug and rude. Installation and recycling would clearly require a trolley and would take more time to complete than parking and blocking traffic would allow . Very say they only use arrow xl for large items so do not order from them.

Damaged our house during delivery, admitted liability but now refusing to pay. having to take them to small claims court.

I’m appalled by the service today. The lies and games from the delivery drivers is utterly shocking.

No delivery as of yet as they came before the time slot but said it was during the time slot. They continue to phone me constant but not let it actually ring so I ring straight back and guess what no answer!!!! What kind of people have you employed as drivers as this is unfair and unacceptable.
To tell me to re book, I’ve taken a day off today too and not moved from my kitchen where I can see my front door. I don’t want to waste another day off work for the same thing to happen again.

Had a fridge freezer being delivered 10/10/25 took the day off work received a 2 hour time slot day before. day of was at home waiting to received a txt and email saying to rebook as they couldn't deliver as no one was home which I was. Contact hughes who said arrow had tried to deliver and no one was home. Told them I've had been home and had received any call and no lorry had enter my close. They were understanding and tried to get this sorted to no avail. Spoke arrow extremely rude and not helpful. Told unless I had cctv footage to show they didnt knock nothing they would do.
I had spoken to my neighbours who said they had seen someone walk to my door and walk away. They took a picture of the door. Explained this and ignored.

Managed to rebook delivery for 13th to wake up to a text the day before to say it was cancel.

Rang hughes to find out what was going on to be told arrow had damaged my fridge and wouldn't deliver fridge is now out of stock lucky my old one hadn't been picked up.

Will not be buying from anyone who uses them to deliver

Horrible company suppose to deliver sofa today been booked in for a while, got message this morning no deliver days holiday wasted and bad attitude on phone

Where do I start. Purchased a tumble dryer from Hughes delivery went smoothly with the hughes own delivery absolutely amazing on time and extremely helpful and very reliable from delivery men from Hughes’s. Unfortunately the new machine had a problem, so contacted Hughes’s and because we needed a replacement quickly Hughes’s arranged the replacement and collection of the faulty machine using (Arrow AX) on the day before the replacement got a text message with the 2 hr time slot , for the following day, on the day of the replacement Arrow xl was running a bit late so I waited , then suddenly I received a text message saying unable to deliver customer not at home , I was at home, card left , but no card , I left note on the main door for arrow xl explaining the door was on the latch and to come in, any way had to rearrange for 3 days later, same again got a text message but this time it only had text for collection so I got in touch with arrow xl customer service explained my concern but I was reassured my replacement tumble dryer will be on the truck for delivery and the collection will also be fulfilled, so when the arrow al guys arrived they informed me that there was no delivery for me just a collection, and was told we would have to rearrange for the delivery of the replacement tumble dryer, I got in contact with Hughes’s and told them we would like a full refund, and Hughes’s customer service team fully understood, but in the future I will check to see if any company I purchase a item from use Arrow xl for their deliveries, and if they do I will go elsewhere for my purchase, arrow xl are letting themselves down and letting the company you purchase from down but most importantly letting the customer down, it was nothing but very stressful for us

Delivery guaranteed for today. Last night I get a text saying it’ll arrive Saturday, so I contact support to ask why and I’m told it’s due to lack of availability. I had made sure I was home for this delivery and it’s pushed back 2 days with only a few hours notice. Then they confirm delivery for Saturday and I get a text after that saying I need to book the delivery.. what?? So I follow the link and the closest date is the following Tuesday.. so I start another chat to find out why and I get half assed, lazy responses that don’t answer the question. Absolutely dreadful communication and even worse customer service. As soon as I ask for a complaints email address they stopped responding. Just awful. Avoid at all costs.

Awful. Time and time again they don’t deliver on time or at all - don’t respond to chats / emails etc

Why big companies use them I am baffled

Where do I begin with this company.
Meant to be a logistics company and can't carry out simple deliveries. I wish I had read the reviews before I purchased my furniture.
Was expecting my delivery on the 27th Sept and it didn't arrive. Had to ring company numerous times to rebook delivery only for that not to arrive, eventually delivery guys turned up only to have half of my order ,so back to numerous calls to find out what had happened only to be told 24hrs later that the other half of my order was returned to the furniture company because it was damaged and I now had to deal with the furniture company I originally bought it from.
Eventually after 10days I got my order delivered by a different delivery company who where brilliant.
I do have to say that the ladies I spoke to at Arrow XL customer services where very nice to deal with and went out of their way to help get me a resolution.
Overall a very frustrating and disappointing experience from Arrow XL. I'd strongly suggest not sub contracting deliveries to people who have no idea what they are doing.

Like many others, I’m appalled by the level of service from Arrow XL. I ordered and paid for a fridge freezer on September 13th, and as of today, it still hasn't been delivered.

There have been three failed delivery attempts, and in two of those cases, I wasn’t even informed that the item had been removed from the delivery schedule. The first attempt was supposed to be between 4–7pm, so I arranged for someone to be home from 3pm. However, the driver called at 1pm saying they were nearly at my address — I couldn't get home from work in time, and they refused to wait. I was told I'd have to rebook.

The next two attempts were worse. I received a text just before 9pm the night before, confirming the delivery time slot. On both occasions, I stayed home (even booked a day off work), only for the delivery to never arrive. When I contacted the office, I was told the order was never even scheduled for delivery, despite the confirmation texts and assurances from customer service via online chat. I was told the emails and texts are automated and don’t reflect the actual delivery status. Unbelievable.

I’ve tried to cancel the order but was told it would take up to 30 days to receive a refund.

At this point, I’m completely at the end of my tether with both Very and their delivery partner Arrow, neither of whom have been remotely helpful or accountable.

Do yourself a favour and avoid any retailer that uses Arrow for delivery. I certainly will from now on.

I was looking for a new American Fridge/Freezer and these guys came out on top with free deliver so I made a purchase on Saturday for delivery on Tuesday.

About 2 hours after the order a guy called me to say that for some reason the order went to the wrong courier so it would not be delivered until Wednesday and for the inconvenience he would do a un packing and removal service for free, Brilliant! I said carry on.
I was kept informed through the following days up to Wednesday a call from Arrow xl to say we will be with you in 5 Mins.
The van arrived and a chap wielding a tape measure came to the door and said "It ain`t going through there mate". I said Really I have one in doors that came in that way?.
I said bring it in the back way then. Off he went tape in hand to the rear gate" Yep that`s okay but it ain`t going in the conservatory door tho, I said yes it will because they are French doors, Oh yes he said,
When he got to the door that leads to the Kitchen once again he said the same ol tune, It ain`t going in that door mate.
I said in that case you better take it back then but I don`t understand as on the website it says that it is 725mm in depth and the back door is 755? He said you can`t take any notice of sizes on there as the are always wrong.
With that he jumped in the van and left.

I phoned Hughes and they we very apologetic and said it sounds as if the delivery driver didn`t want to deliver it they offered me another delivery or a refund I opted for the refund that was sorted in 2 days.
I ordered the same Fridge/Freezer from another company and it went straight through the front door, I told the 2nd delivery about the issues and he said we could of easily take off the doors if there was issues as they are made to be taken off simply.
I would have no problem using Hughes Electrical again as the service I received was brilliant but as for Arrow xl NEVER AGAIN!.

I was asked what day I want delivery and I requested Saturday 04/10/25 I then received a text message Friday night saying I would have my delivery between 5:15 and 8:15 Saturday evening , thought this was strange as thy don’t deliver past 5pm , waited for the delivery no response on customer service to then get a text saying it’s been unable to deliver and will be tomorrow which would be Sunday , yet they don’t even deliver Sundays so no doubt it’ll still not come today !!!! £1500 and a further £30 delivery fee for this service!!!!

This company failed to deliver a fridge to our central London residential address claiming that their lorry was “too big”. They did not advise of cancellation until the day after the confirmed delivery date so we had fitters waiting two hours for their arrival for no reason. No communication from them on the day of delivery except to say incorrectly that the fridge was imminently going to arrive. Then they sought a redelivery charge of 50 pounds, to use a smaller vehicle and would not confirm a redelivery date until the new charge had been paid. Unprofessional, economical with the truth alleging non existent and unverified access problems and wholly non responsive in the face of issues. Avoid any supplier using this logistics company.

Half an order delivered... Found out they cancelled the other part to the company I bought off without my permission.

Lied about this to me and the company saying I cancelled it.

Got reissued the remaining products for delivery after multiple phonecalls and my time.

They "re-delivered" again 5 days later ... I'm sitting in my house not a person near my door or property and I received an email saying delivery attempted and failed due to nobody in.

Phoned their customer service to be told one name at the start and another at the end when I wanted the complaints email ... They don't want to listen and don't want to solve anything their drivers are lying about.

A deplorable delivery company to deal with ... From start to finish.

Just hope their "next delivery attempt" has less lies attached! Highly doubtful.

I wasted a full day of annual leave waiting for a delivery that never showed up. I got a text with a time slot, then just before it ended, I received another message claiming they “couldn’t reach the property.” Absolute nonsense — there’s been plenty of parking outside all day, and I never received a single phone call to say they were on their way.

I tried contacting customer service through WhatsApp, online chat, and phone. WhatsApp and chat were completely useless — no reply at all. It took me over half an hour to get through on the phone, only to speak to someone who might as well have been a robot. All he kept doing was repeating that I’d be sent a link to rebook. No apology, no solution, no care whatsoever. This was the last day of leave I had for the entire year, completely wasted thanks to their incompetence.

The service is beyond disgraceful. Totally unreliable, zero accountability, and customer service that borders on insulting. Avoid this company at ALL costs.