askaxl.co.uk Avaliações 849

Awful !!! My item never arrived!

Miscommunication and cancelled delivery

Would put ZERO stars! Booked new washer within install through retailer Hughes, 3rd Apr 2026. Delivery booked for 9th Apr. Text on 8th to state delivery was 6.45am - 8.45am. Was up late disconnecting and removing old washer night before.
Up at 6.30am to anticipate delivery. Phone call from delivery team at 7.30am asking if install was booked? (Yes). Told me they couldn't do the install as "we're not trained to install washers". Asked them who would install it (as if anything went wrong the retailer and delivery company would absolve themselves of responsibility)? Answer: "I dunno. Do you still want the delivery?"
Absolutely not.
They said I could get a refund on the install and reschedule with the office for the next 2-3 days. So a guy not trained to install is suddenly trained and authorised to be a customer service adviser who can reschedule and refund?!
Spoke to their office at 9am, no apology, only the excuse "not all delivery teams are trained to install". So why assign an appliance 2 days before with a team that doesn't install???!! Adviser also rebuked the delivery advice about refunds and reschedule dates (actually 7 days minimum). What a surprise!!
Asked her to give me one good reason not to cancel the whole order with the retailer? Her reply: "that's up to you if you want to cancel".
Clearly zero F's given with ArrowXL !!!!
Rang supplier and order cancelled 10 mins later. Feedback was awful delivery service and they need to change delivery company as they've lost ALL my future business.
Warning: check which delivery company your retailer uses BEFORE making any purchase.

I would give 0 stars if I could. Paid to have washing machine delivered, plumbed in and removed. Installers polite enough, failed to balance the machine (thankfully). Husband went to do this and noted they had broken one of our boiler pipes whilst installing, jamming into a waste pipe that was not big enough. Husband spent several hours having to shop for parts, fix pipe and balance machine. After 2 weeks AXL have agreed to reimburse the cost of parts and take NO further responsibility - they state:
Arrow XL do not offer compensation on consequential losses; we will only make right the damage caused to property by our crews – consequential loss includes but is not limited to the below.



• Your time

• Telephone bills

• Holiday Pay

• Installation charges

• Delivery / Collection charges

• Legal Fees

So take your chances...

Wated in all day nothing crap ,dont use total rubbish said i was not in what a lie.

Did not deliver
Said it would be in the next hour nothing come then got a miss call a hour and half later I phone back 4 minutes later to be told they couldn’t find the address and moved on to the next delivery would not come back and it would have to be rebooked in for a delivery the next week. This was a fridge that I needed

I would give a lower score than 1 star but the system doesn’t allow it. Track my order this morning as there had already been an issue with delivery. I’m in the garden as the van rushes by the gate doing circa 30 miles an hour in a 20 zone and doesn’t even attempt to stop. While standing in the garden my phone pings to say failed delivery. I suppose I should be thankful they didn’t clip a car the speed they drove down that road.

An abysmal company. Delivery drivers sound like they have IQ's in single figures and to date haven't managed to deliver, nor can be helped.
Avoid like the plague.

ArrowXL is an absolutely appalling delivery company. In my experience, they were dishonest, impossible to reach, and showed a complete lack of accountability.
I ordered a piano from G4M, and ArrowXL was the delivery company. I received a confirmation email for delivery on March 5, so I took a full day off work and stayed home waiting. In the afternoon, I received a message saying the piano had been delivered. That was false. Nobody came to our door, nobody rang the bell, and nobody called. Their website also falsely showed the item as delivered. To make matters worse, there was no proper phone number to call them, and even the seller seemed unable to contact them directly.
The next day, instead of any apology or explanation, I got an email asking me to book delivery again. That meant waiting another 5 days and taking another day off work. On the second attempt, ArrowXL sent a text saying they would arrive between 9am and 11am. Then around 10am, I got another message claiming the delivery had been cancelled because nobody was home. Again, completely false. I was at home the entire time. My Ring doorbell log showed no ringing, my phone log showed no calls, and my Ring camera showed no delivery attempt at all.
When I raised this through webchat, they sent me a photo of my front door as if that proved anything, while ignoring all the digital evidence I had showing they had not made a genuine attempt. It felt like they were more interested in covering themselves than telling the truth or fixing the problem.
What makes this so bad is not just incompetence, but the fact that the company appears comfortable making false claims instead of providing real customer service. Two wasted delivery days, two days off work lost, no transparency, no accountability, and no meaningful way to contact them.
Any retailer using ArrowXL should seriously reconsider, because this kind of service damages the retailer’s reputation as much as ArrowXL’s own. As a customer, I would rather cancel an order and get my money back than deal with a company that marks items as delivered when they were not, claims nobody was home when they never showed up, and then refuses to engage honestly with the evidence.
I would strongly advise customers to avoid any seller that uses ArrowXL.

Find Arrow XL a very good company always tell you when they are going to either collect or deliver and keep in touch.Found customer service very helpful today overall an excellent company

Drivers called and despite notifying them that it was a restricted access street they refused to deliver because of parking. Item was returned to the depot. Chased delivery the next day (as they didn’t update me) and they advised my next delivery date would be 2 weeks later. Made a complaint to be told that due to health and safety it’s two weeks and there’s nothing further I can do. I have never known a company take two weeks to deliver an item. Very poor service.

Delivery was cancelled last minute. Online support completely useless and very unhelpful despite explaining I had booked the day off work.
Complaints department no help. Requested early delivery the following day, was told was unable to be given a time slot till on the day.
Completely unacceptable with poor customer service.

The worst company ever, I don’t know why big companies use there service for it’s ridiculous
The customer service is the worse it makes other big company’s who use them look so bad
I would watch out if you ever got something delivered from them
They also gave me a time slot and said they would call but no one called or anything at all I asked the driver why havnt yous called and there excuse was the system is not working it’s not us, but yet they still used an I phone to take pictures with and submitted it as it was being delivered 🙄 something is fishy there I think it’s the drivers brains that’s not working at all they just pick anyone to do there delivery for them

Delivery not arrived. They changed the time during the day without any notification and then 10 minutes before the end I received at text asking me to book a new slot. When checking the tracking it stated customer has requested a date change which was a complete lie. Next available delivery date is 5 days later, leaving me with no washing machine. I had specifically selected that date and they changed it without any notification. When I tried to speak to someone they cut me off and the web chat got turned off. Absolutely appalling service. I’d ordered through Very who were also unhelpful when trying to get it sorted. Think twice before you buy as to urgently you need the product.

Had two deliveries from ArrowXl this month, both arrived with the 3 hour time slot given. Guys were super, put items where I asked. I would've given them 5 stars if they had called half an hour before like stated to let me know they were on way but other than that I'm, happy. No other issues at all

Gave me a time slot for delivery, so organised my day to be local just in case they came early. Stated would call 30mins ahead of delivery. Came way before the slot and never called otherwise I'd have got back home quickly. Disappointing to find that I was home in time for the delivery to receive an email I needed to rebook the delivery. Rebooking was horrendous, so just cancelled the order with AEG.

Rubbish
If you try to track your parcel, the chat feature is never attended to. Poor delivery company with questionable idea of communication , as zero customer service. No easy way to contact them and they ignore you anyway.
They’ve delivered my item somewhere in Britain. They don’t know where as it wasn’t to my address

'Between 7am and 7pm' is not a time slot when someone's got a toddler🫠 You'd think that on the day, the recipient of any item would be messaged to give them warning before a delivery company decides to turn up at 8:30am but we weren't. No proper timeslot, no call. Appreciate the note the shoved through my door though; I didn't hear a knock or anything and the slip of paper says I'm 'not home', 5 months I've waited to get a washer, what's a few more days😭 If you're knocking at a door, actually knock. Not a tap, not a half-hearted once knock...
Shambles.

Absolutely terrible delivery company. Waited in all morning for my delivery time slot. Delivery driver never called 30 mins before arrival as suggested. He then called and I missed his call by minutes. Tried calling back several times to no success. When I got through the driver said he was driving elsewhere now and put the phone down on me. Text sent asking who to contact to rebook. No reply received. Poor service.

What an absolute joke! Im still waiting for an order I placed a month ago! I cant phone arrowxl no phone number! Went on WhatsApp that said its not in service, I email and the emails bounced back, I went on chat, sat there for so long and no one came to chat! I ended chat.Expecting 3rd attempt delivery today but ive had no updates whatsoever and now bad weather will the reason for no delivery today, im at my wits end with arrowxl, not award winning at all, total shambles and disgraceful service! Very unhappy customer!