ArrowXL Enfield - Enfield

Taiyeeis W.

I am absolutely appalled by the conduct of one of the two individuals who came to fit my washing machine today. From the moment I opened the door, I was met with rudeness and a complete lack of professionalism. I greeted them politely, only to be barged past without so much as a basic courtesy in return. The first words out of this man’s mouth were, “Are you sure it’s going to fit?” – spoken with a completely defeatist tone before he had even properly entered the laundry room.

He took a two-second glance around the space and immediately declared there was no washing machine connector, making it clear he had already decided he wasn’t going to proceed. Had I not insisted and shown him exactly where the connector was, he would have simply left. His attitude was disgraceful, and it’s shocking that someone representing a professional service would behave in such a dismissive, lazy, and disrespectful manner in a customer’s home.

Even after I showed him where the connection was, he continued his negative rant about how the machine wouldn’t fit. I had to be the one to suggest turning it sideways – only then did it fit, proving that the job could have been done from the start if he had made the slightest effort or used a bit of initiative.

To make matters worse, he casually mentioned that he had visited another property in my building a few weeks ago, and they “also didn’t have a washing machine pipe”. If that resident wasn’t aware of where it was – as I was – I dread to think he may have walked off without doing the job there too.

His entire demeanour suggested he had no interest in doing his job, and absolutely no respect for me or my home. I have never felt so disrespected, uncomfortable, or unwelcome in my own property. And to make it even worse, this was a service I paid for – I expected professional, respectful treatment, and this fell far below that standard.

I am asking in the strongest terms: please do not ever send this person (or, if they always work together, this team) to my property again. This experience has deeply upset me and ruined my day. I trusted your service to provide professional and courteous support – this was the complete opposite.

Adam S.

Absolutely no issues at all in fact my delivery came a day early! This doesn't seem like a major delivery service but more of a smaller British company mind you I haven't done my research properly. I think people are more likely to comment bad reviews when they have had ANY issues be it the company responsible or not, which happens. The reason the company is still running tho is because the average Joe will have a great experience like any other delivery and think nothing of it so why bother posting a review. I had a good experience and I don't want others to worry when their package is handled by this service. 10/10

michelle N.

Pathetic company. Scheduled delivery on wed, and I get a call that morning saying my item has been misplaced and can't be located in the warehouse. I call back in 2 days and they still haven't located it. Clearly lying and covering whatever has actually happened. Abysmal logistics company. On the phone the agent said misplacing items was common place. No retailer should be using this company.

Michele H.

Absolutely shambolic... apparently the drivers left the depot late so must have known they wouldn't make my 2 hour delivery slot. I received a text 10 minutes before my slot ended to say they had been delayed. No telephone number on the website, had to search for it. Call handler was polite but had NO information. She said she couldn't ask the crew to call me. So I am expected to wait in for what would probably be 7.5 hours before they reach me. I had an important appointment so I have had to cancel my order. Oh and by the way, it takes 25 minutes to get any answer from WhatsApp and of coarse in the end I was told the item would be delivered today... not good enough ! So I have cancelled the order and as I speak the crew member called me to say he's 9 minutes away. I was supposed to get 30 minutes notice. And to cap it all... the crew member has just slammed the phone down on me!!!!!

Connor H.

Never, Ever use this company. The 1 star reviews are generous! I didn't even get to a delivery point, they lied about having the item, ignored my messages and emails for hours at a time.
Even the customer service team are useless, the assistant Connor seemed helpful and appeared to have resolved my issue. Only to find out the next day that he hadn't done anything! And then lied to me about what was supposed to happen.

Quite possibly the worst company going. I will never use this company again, and anything I order that turns out to be delivered by them will be immediately cancelled.
Completely inept and useless.

Qashrina

If you don’t want to get your delivery on time then ArrowXL is for you. Their delivery driver did not knock, ring the doorbell or call (as it says they will on their website) when making their delivery. The driver said he could not make the delivery despite 3 people being home. I tried to reschedule delivery asap, only to find out the next availability was 4 days after when we originally scheduled. I tried to call them to complain but conveniently their phone lines and live chat function was closed as they scheduled my delivery for after their closing time (again it states on their website that delivery will take place from 6:30am-5pm). I finally reach someone via their WhatsApp function (where they reply every 10 minutes if I’m lucky) and the advisor was dismissive and unhelpful. Refusing to make our delivery any earlier and completely ignoring me when asking for compensation 3 times. They sent me a picture of my door which the driver took and said this is proof they were there so they cannot do anything. Unfortunately, it did not prove the driver bothered to knock/ring the doorbell. It’s a bit convenient that we were the last delivery of the day and the driver put it down as no one home. I recommend if you get a parcel due to be delivered by ArrowXL, cancel the entire order. Apparently they are named ArrowXL Beyond Delivery but they couldn’t even deliver let alone beyond.

Kerry

Falsified signature, dumped my delivery and had broken consumer law

Absolutely disgraceful service from ArrowXL.

I ordered a king-size bed through Very. I live alone and clearly told ArrowXL I needed the bed taken upstairs. Their own terms state they deliver to your room of choice if the item is under 85kg and the customer accepts the risk. The heaviest box was 46kg, clearly labelled and I offered verbal and written consent for any damage.
They turned up, didn't assess access, dumped the boxes in my hallway (one blocking my front door), and left without saying a word. No attempt to deliver to the room. No paperwork. No help, they watched me struggle up stairs, two men while I struggled with the smallest box I could to try and make room in my hallway. My neighbour along the way see what the delivery crew did, she is also a woman and alot older than me and bless her heart she help me push the largest and heaviest box in my home. She even felt so sorry for me she just come to check I was OK after and has even offered to help me take it up my stairs bless her, good people do exist, just not at Arrow.

Then to top it off I found out they falsely claimed I signed for it — I didn't. No one else was present to sign. That is either:
Forgery, which is a criminal offence or Misrepresentation of contract fulfilment, breaching Consumer Protection from Unfair Trading Regulations and
It also breaches The Consumer Rights Act 2015, which requires services to be carried out with reasonable care and skill.
When I raised this, they doubled down and insisted I had signed. I asked for proof and got none. No apology. No help. Just lies and gaslighting. They still are ignoring my messages for a copy of the signiture, I don't beleive it exists if I'm honest, but I have my ring door bell and my witnesses. I will be taking the matter alot higher legally.

If you’re vulnerable, live alone, or simply expect honest, legal service — avoid ArrowXL at all costs. This is not just poor customer care — it’s shady, dishonest, and criminal. Very and other consumers need tk not use this company and this needs to be exposed and I will ensure that that happens.

Ashley T.

Not one to leave reviews, but this was genuinely terrible.

Booked a delivery slot with ArrowXL for a Very.co.uk order. I was given a date and time, but there was no way to leave delivery instructions through their system. I had to reach out directly to give them.

I stayed home all day, keeping a clear view of the street, and have CCTV footage to prove no one came. Despite this, the tracking suddenly updated to say, "delivery attempted, no one home" — which is completely false.

I contacted support and was sent in circles. Eventually I was told the GPS on the vehicle "was not working" during my delivery slot, even though it worked fine the rest of the day.

In all honesty, I believe the parcel was too heavy for one driver to manage alone, so they decided not to bother and simply marked it as failed.

I took a day off work to receive this, and I will not be buying from Very or any retailer using ArrowXL again. Especially not when it comes to premium furniture or high-value items.

^Further to the above they have now re-organised a different date to my request due to an "IT error"