ArrowXL are useless - Complaint about ArrowXL - A Spokesman Said

ArrowXL are useless

Complaint about  ArrowXL  | AWAITING RESPONSE


ArrowXL

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Lisa Cheyne

28/07/2017

ArrowXL are useless

Complaint about ArrowXL

I ordered some garden furniture from George ASDA to be delivered on 19 July. The delivery driver was supposed to call me 30 mins before so I could get home in time. I received the 2 hour time slot message but no phone call came and a card was left saying they missed me. I was with my phone on loud with full signal for the full 2 hours and had no missed call, although when I called the help line I was told that the driver “tried to call me”. I checked and they had the correct number, 07870 585225 so not sure why he couldn’t get through? Just lied about it I suspect. Rearranged the delivery for 26 July – was sent the 2 hour time slot again for 1300-1500. I had online chat with Arrow in the morning to confirm that the drivers were aware they had to call me 30 mins before and to check they had correct phone number – she confirmed all was in place. As I had not heard anything by 1430 I went home and waited there, but still no contact from driver so I had an online chat with them again – she said ‘Driver must just be delayed’ and advised me to keep waiting. At 1550 I phoned the helpline and he realised that the items had never been loaded onto the van! He said he would call me back but never did… I am angry that online chatter didn’t realise this when she dealt with my query – if she had told me in the morning or in the afternoon chats that the delivery was cancelled then I would not have wasted 2 hours waiting at home – I will now have to make up that work time by working late. The whole experience so far has been a total shambles and I still don’t have my furniture. Don't trust this company they don't seem to have any idea what is going on within their own tracking system! Now Asda have told me that I must wait up to 3 days for them to investigate this - all I want is another delivery date and a phone call to let me get home in time - other companies seem to manage this but not ArrowXL (Arrow Xtra Late?).

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