Arrow XL - www.arrowxl.co.uk

Utter rubbish. Two deliveries from these monkeys and both either smashed (and returned) or lost in space. The support system doesn't work. The tracking system doesn't work. The delivery slot system doesn't work, and they lie about it all.

Website claims "We really are here to help - Monday to Friday 7am-7pm and Saturday 7am-6pm. Our helpful and friendly live chat advisors are ready to answer your questions. There's less than 10 seconds to wait and it's totally free." <<-- over 30 minutes with no response online, telephone support system just hangs up after telling me I'm 42nd in the queue.

False notifications of delivery attempts (we have security cameras proving they lied about delivery attempts).

Avoid, avoid, avoid. Do not buy from Amazon sellers that use these people. It's just not worth the hassle they will cause you.

I just had 2 drivers for this company come and collect a tv that was faulty and can honestly say the worst experience I have had with any courier company. First they were calling myself back and forth all day about not wanting to collect it because it wasn't in its original packaging, even though head office told me and them it doesn't need to be, its fine. Then they arrived and the first thing one of the drivers said was why isn't it packed and ready, staring at me like he was going to attack me or something. I was totally shocked, the other driver wanted me to sign a disclaimer saying that if any damage happened to the TV whilst in their possession I must take blame for it, as you imagine I certainly didn't sign that. Then the other driver went on to tell me how bad his job is and what he has to put up with all the time all while swearing left right and centre, right next to my sons bedroom who heard everything. I'm honestly left shaking and considering taking legal action.

I ordered a large 23L microwave from Amazon on 29 Feb 2024. Unfortunately, Amazon chose ArrowXL as the courier for the item. This inevitably led to me never receiving the item.

First off, if you’re not aware, ArrowXL used to be called YodelXL. Yep, that’s correct, before a rebranding in April 2023 they were an arm of the infamous, unreliable and highly-untrustworthy Yodel. It appears despite a rebrand, they have continued with their far below par performance standards.

My recent experience is absolute testament to this. You guessed it, my item was “lost” at the ArrowXL warehouse. When we say lost, this is their choice of word. I would be more inclined to suggest it has been stolen by one of their light-fingered employees, up to their old tricks again. I have numerous experiences of this happening with Yodel, so it wouldn’t be a giant leap of imagination to conclude that under the new branding, the employees are still the same dubious lot.

To make matters worse, when things go wrong, ArrowXL customer services is beyond shocking. They simply don’t care. No apologies. They say they’ll be in touch asap, but never do reach out. Absolutely all leg work in finding out what’s happened has to be done by you, the customer. And expect lies, deceit and a complete lack of care or sympathy along the way.

However, once my package was finally declared on the system as lost with the status set to “Order Cancelled - Administrative or Procedural Error” (a description that’s not entirely painting a true picture of events), it was finally time to make a formal complaint. For some context, to arrive at this point over an 8-day period, I’ve made two calls to customer services (both were friendly, professional and pleasant advisors) and I’d guess maybe six conversations with their online chat advisers (all wholly unhelpful, unsympathetic and bordering on dishonest in their description of what has happened).

However, the absolute hero of the firm was the Customer Complaints representative –  who called me after my lengthy complaints email. He listened to everything I had to say, described the audit and investigation process they undertake in such circumstances, was sympathetic throughout, and unfortunately confirmed that I’ll never see the package – even if it’s found at a later date in the warehouse. Unfortunately, due to the nature of the order, I will also not receive a replacement or any financial compensation. So ArrowXL have basically lost me a relatively pricey asset with no financial compensation for their actions.

Other key points of the experience were with me rearranging meetings and appointments to be in the house on an agreed day to receive the package. Only for them to text on midnight that day to say there was a problem so it wouldn’t arrive. That is literally the only communication they instigated in the whole ordeal, until he phoned after my complaint was sent (which I cc’d the group COO into). Despite the huge inconvenience this caused me, there was no apology forthcoming. Just contempt by the online customer services (despite my friendly and professional manner on each occasion).

So, that’s my experience with the rebranded Yodel. Another nightmare. A company who do not care one iota about their end customers. Dishonest, untrustworthy or incompetent? Whichever it is, I would suggest it’s not a KPI you want in a courier who’s handling your goods.

We need to keep our eyes out for these rebrands and keep retailers in the loop of dodgy and unscrupulous bandits like this. Hopefully we will finally see Yodel/ArrowXL plummet into liquidation sometime soon. Until that happens, please just try to avoid them at all costs.

I waited in all day for the delivery of an expensive purchase. Watched the tracker and knew we were next in the line. Refreshed the tracker to see they claimed I wasn’t in. I was sat in my kitchen! They clearly didn’t knock and just wanted to go home. Disgraceful service. Called contact centre about 5 mins later and they wouldn’t turn the drivers around!

Avoid this company like the plague!

Don’t trust this company! If you are doing fine with it, you are just lucky.

But not everyone is lucky enough!

First time using arrow XL and Amazon Prime. So far the worst experience I have in my entire life.

I order a mattress few days ago. Supposed to receive a sms yesterday, but only receive it at 6 something when ppl are still sleeping… if you have to send it at 7, please at least send a SMS a night in advance so that I have time to arrange!

Do u expect customer to wake up at 6 am on the day off and wait for your sms? And even you want to reschedule it, they not gonna send you ASAP. They will let you to sleep on the floor for few days, and still not gonna tell me abt wt time they will come. And this is the Amazon Prime delivery service!? Total waste of money.

Overall,The delivery guy is very unfriendly, the CS team is not helpful at all. And until now I am still not sure would they send it on time or not.

Definitely the worst experience I have ever have.

And I would suggest everyone not using it

Two Failed deliveries in a row. First scheduled delivery I see a large van pull up the driver get out, take a photo of my door, and drive away again. No doorbell, no call, no help from ArrowXL. Rescheduled for a few days later (having to take another day off from work). They text me saying they can no longer find my item in the warehouse so delivery is cancelled. No response from anyone. Terrible. Avoid.

I don't know where to start here. I'm 67 and recovering from Hernia surgery and my partner is the same age. Having ordered a settee an a recliner chair for our living room it was due to be delivered at a specific date and time. Everything was done to prep the room prior to delivery, all gates were open and car moved off the drive, and enough room to get the suite into the room. They turned up late, no call to let us know! They were rude and non communicative and when they decided the items wouldn't fit through the doors (rubbish) attempted to leave them outside on the path!! I had to almost beg them to take the packaging off and try again - they did, and the items went in no problem! Just dropped the items in the room and left.... I will never, ever use this company again...

I've been attempting to cancel the delivery of unwanted goods for the past 5 days, sending multiple emails and messages. Regrettably, all of these attempts have been ignored, both by the delivery company and the vendor. I must express my dissatisfaction with this company, as they appear to disregard all forms of communication and requests. I would advise others to save their time, as responses from this company seem to consist of generic, pre-written replies. Avoid at all cost!!!

To date, this has to be the worst courier service I have had the unfortunate pleasure to deal with. Communication is shocking, delivery attempts when agreed date has been confirmed by telephone call let alone email!! disappointed would be an understatement!! Future deliveries where this is the courier I will definitely cancel.

I ordered a small bed as I was moving into an unfurnished apartment. The delivery was at work, a warehouse who receives deliveries every day, all day. Upon arrival, an employee asked if they had Hi Vis vests, they said no. This employee asked them to wear one for next time, they driver told him to "F" Off, hopped in and left with my bed. I called to try to get redelivery, but it will not come back with a van and takes substantial time to turn around. This is a group to avoid if you want reliable professional delivery.