AnyVan

PLEASE EVERYONE DO NOT USE ANYVAN.

I bought an item on gumtree and it was linked to ANYVAN. I TRIED TO POST THIS ON THEIR FB SITE BUT IT WONT ALLOW. MY STORY.
three weeks ago I purchase a patio sliding from gumtree and accepted the bid from AnyVan because of the urgency I selected and accepted the quote. The item collection date given so I forward a copy to the seller, stating the date and time. The day of collection arrived and I got no reply from the driver until late that evening offering and apologising for non collection. AnyVan said they gave the driver a penalty and as a good jester they refunded me £9 I was shocked As the item was located in Durham, it's only an hour away. He said he will collect the item at lunch time. Both the seller and I tried to contact him. I then contacted ANYVan and they apologised and said they will find a replacement driver, it took two days and another driver was allocated. He said he would collect the item the following morning. Around 12pm. I got a text from him stating he is unable to collect because he thought it was a patio door. Why would I pay so much for an item when I could have purchased one local. I asked the driver if he read the ad. I indicated that a sliding patio door and the photo as described in gumtree. A sliding door means a frame a fixed panel and a sliding door. He demanded payment and I called AnyVan he then sent me a text saying he got paid.
I contacted AnyVan again and after explaining to the agent he agreed relisted the item as he indicated that his system would not automatically list it like I want. I said the driver said he got paid this is not good customer service as the error was your system listing, again he, his name was Paul promised that a manager would get in contact with me ASAP. I waited no call. Easter weekend. On Monday I contacted AnyVan and they apologised. They said they were looking into reallocating someone, Yesterday, I had my pug put to sleep so I was sad and disappointed. I called them again and someone who I spoke to said she would look into the case. I told her again about the incident and that my pug had died she seemed genuinely kind. This morning I got a call from the driver who said he will collect the item between 2 and 3. I sent a message to the seller and at 3pm I had a miss call. It was AnyVan, I returned the call and the most rude individual named Mark from Gateshead office said this to me. The driver went to the collection point. The item is not as described, he is demanding another £40 to collect, and I have to pay AnyVan a fee of £20. I asked immediately to speak to a manager, he said those are the manager instructions, and he won't be bothering her, further they have cancelled the booking and will not be refunding me my payment. I was shocked stunned I would normally respond in an ungodly manner but I am so depressed about my pug.
In the past AnyVan have a rule that if you do not cancel the booking within a day you will not be refunded. If they do not call you back within half an hour they will credit your account. I have lost £80 because a seller delayed and they refused to refund me. When I contacted the via web chat to get the their FB information the agent was hesitant and gave the link but it did not allow me to post. I warned AnyVan in the past that their activity is unfair and is in violation with the consumer protection act. PLEASE SHARE THIS I WILL COPY IT AND SEND IT TO THE CEO.
I have lost £100 for the sliding patio door, £45 delivery and
my builders cannot finish my office porch.

Service cost: £450

Used Anyvan to collect an item purchased on eBay and deliver it to me. The whole process, from getting a quote, booking and paying right through to delivery was first class and couldn't be faulted. The quote was competitive and reasonable and the customer service ethos is second to none. Email confirmation followed, followed by details fo the driver. The driver phoned us the day before to confirm details, again when the item had been picked up, giving an ETA for arrival, and when he arrived he was cheerful, polite and it is clear the item had been well cared for and safely transported. I will be using this company again.

Service cost: £43

To start with, good experience. Easy to book, cheap. Booked 12-2 as I had appointments in the afternoon.

Then came moving day.
1. They didn't arrive until 4.40
2. They broke the clips on our washing machine;
3. They left marks on my new carpet after being told not to;
4. They were unprofessionally dressed;
5. Clearly a 'one man band' that had been contracted with an old crappy second hand van (not even well repainted, it was an old Parcel Force van).

I received a refund from AnyVan for the time slot, but not for the rest of it. I complained and they said they would get back to me within 3-5 days. They did not, so I called them. They said the complaint had been resolved, which it had clearly not! I requested to be put through to the complaints department but the girl in customer services was having none of it and would not even put me through to a manager. I am a paralegal and considering legal action.

Please do not use this company, they're cheap for a reason.

Service cost: £120

IF YOU ARE THINKING OF USING ANYVAN THEN PLEASE READ THIS REVIEW

I am not one to ever write a bad review, but the unacceptable service I received from AnyVan has compelled me to on this occasion. 

The drivers arrived to deliver our furniture at 00.15am. The journey from collection to delivery was over 100 miles, so we were told that they could arrive at the destination the same day as collection or the day after. It was only at 10pm on the day of collection that we received a call from out driver telling us he would not be there until midnight. We had no choice whatsoever in this. The driver arrived at 00.15am and didn’t live until 3.49am. We live in a second floor flat so this disturbed our neighbours considerably. Not to mention that this is just an unprofessional and unsociable time. If you do book with AnyVan make sure you specifically state a latest time for delivery. I would not have thought this necessary, but if you want to avoid being up in the middle of the night and disturbing your neighbours then I would recommend it.

We had to do a lot of the heavy lifting despite having paid for 2 men instead of just 1. We paid for 2 men to decrease the amount of lifting we were doing because we didn’t know the correct technique for lifting heavy items and so wanted to avoid injury. When the driver and his 17 year old son arrived, they had already been working 16 hours that day (they told us they started at 8am) and so were tired before they even stated lifting. I completely understand that they were tired after working a long day but surely it would have made more sense for them to arrive the following morning instead. On a number of occasions the driver said to my partner 'help me, I'm an old man'. Of course we were more than willing to help with some lifting but we had paid for 2 professional men for a reason. If you do not want to lift heavy items, state this on the special instructions of your booking. Again, I would not have thought this necessary.

The driver told us to destroy our sofa when it would not fit into the flat. One of my main concerns was the driver’s attitude when he realised that the sofa would not fit in the flat. At this point it was blocking the stair well so that tenants in the above flat could not get downstairs. Instead of now taking the sofa back downstairs, the driver insisted that the sofa could not be brought back down. He said he had to leave to be somewhere else and we would need to destroy the sofa. As you can imagine this was a very stressful and upsetting situation. After speaking to the driver and his son for at least 20 minutes we eventually managed to persuade them to bring it back down. This process was rushed, causing damage to the sofa and creating even more noise. 

There was extensive damage to our furniture and our property. The damage to our furniture was unacceptable. The wooden dining table (which was previously is excellent condition) arrived with a large scrape down the centre and the seat of one of our leather dining chairs was ripped. Again previously in excellent condition, our sofa now has multiple tares in the fabric, the wooden frame is very weak meaning the sofa now rocks side to side and the metal bars of the sofa bed are twisted. This £899 sofa bed was no longer in an acceptable state for use meaning that we had to get rid of it. In addition, whilst trying to get the sofa upstairs, the walls of the stairwell were scratched and damaged so that there are now obvious holes, cracks and marks which will need to be repaired. The driver and his son were not careful with our furniture, on many occasions even standing on the arm of the sofa. 

We were not covered for damage. When I informed AnyVan about this damage they explained that because I did not pay for comprehensive insurance that they could not accept responsibility for the damage. Maybe I was naive in thinking that a professional moving company would take responsibility for any damaged caused to your items in transit. This is not the case. The basic insurance included in the price only covers for fire, lighting, aircraft, explosion and theft. If you book with AnyVan make sure you pay for comprehensive insurance. This is not cheap, but worth it if trusting them with your furniture. 

The customer service was extremely disappointing. I first asked to make a damage claim as well as a formal complaint about the service on the day of delivery over a month ago in August. The damage claim was dropped, without any kind of compensation or acceptance of wrong doing. Then, only last week after many, many emails was my formal complaint about the service on the night of delivery addressed. During this correspondence, the member of the AnyVan team I was speaking to kept changing and so I had to continuously repeat my reason for complaint. This is unacceptable customer service - it felt like they were doing everything they could so I would get fed up and drop the complaint. Despite everything mentioned above, I was only originally only offered £20 due to the late arrival. After further emails, I was offered another £25 as a 'gesture of goodwill'. To get to this stage with AnyVan has taken me 6 weeks of continuous emails and phone calls and they are still yet to have responded to all of my concerns or accept any kind of responsibility.

I will finish by saying that my brother has also recently used AnyVan. He was allocated a different driver and had nothing bad to say about the experience. It is a luck of the draw with AnyVan. You cannot be sure of the standard and quality of driver you will be allocated. So if you are in need of ‘a-man-with-a-van’ I would strongly advise you to use someone local and recommended rather than take a chance. That is certainly what I will do in the future.

I am absolutely appalled by the service I received, and would strongly urge anyone against using AnyVan in the future.

Service cost: £329

Do not use this company . The worst experience ever and atrocious assistance when unable to carry out the job that I paid £144 to be carried out . The removal of furniture was booked over a week before the designated date . I needed a specific time on the 17 August for the collection . The day before I asked if I could change to the 16 th which I was unable to do . On the 17th it became apparent early on that this company was unable to collect at the specified time or even date as I was offered a delivery time for the following day despite having paid more for that time a lot on the 17th . I had paid extra for a delivery between specified times and for an additional person to help with the removal . Despite several phone calls and a lot of stress the move did not happen the company is quite honestly appalling and shouldn't be able to trade . Avoid at all costs . I would have given this a 0 star rating but could not send this review without a rating at some level.

Service cost: £144

I booked a clearance job through this company and it was so quick and easy to use!! I called through and told them exactly what I needed and when I needed it delivered & I had a cracking quote through in a matter of minutes!! The driver was great, he confirmed the dates and even called me an hour before delivery! The 2 guys were so friendly and helpful, the sofa was quite large but they removed it with such ease!! t's been a great service all round, I've already got my next move booked in!

Service cost: £60

I paid extra money to have the driver turn up between 8am - 10am to move some stuff out of my flat. I paid extra money for the driver to turn up at this time but the driver just didn't turn up. Both phone numbers on the website don't work and the mobile number for the driver that was provided has just been made up as it doesn't work either. Don't be convinced by the good reviews on their website. ABSOLUTE SCAM. I'm also very suspicious of the 5 star reviews on this site. Strange that the reviews are either 1 star or 5 stars.. seems like they might be trying to push the average rating up themselves.

Service cost: £100

Booked our collection with AnyVan last week. Got a txt from their driver on the morning to say that he would not be able to collect our consignment within the stipulated time frames, he was un-helpful and did not care what impact this was going to have on us or our business! Contacted their Transport team, phone rang and rang for over 15 minutes, I hung up! Contacted their Customer Services who were unable to help and would not commit to a full refund! I will never use them again, happy to take my money but no after care or support if anything goes wrong! Had to book another courier company for same-day collection & delivery - the cost was double, thanks to AnyVan's failure to do their job!

Service cost: £7400

We were ready and waiting for collection. Arrived 3-4 hours late with a van too small. Crushed our king sized mattress and scratched our bookshelves then were 3-4 hours late as we waited at the collection point. causing him to take a whole day off work instead of half. Refused to compensate apart from about £30 refund on the job. We had to dump the mattress as it had developed a rigid bar under the surface, it was only a year old and was very expensive (receipt provided with pictures). Blamed the driver's company even though it was Anyvan who had subcontracted the job to them..not us! Totally ruined my son's first "new home" experience.

Service cost: £140

We booked a 4 bedroom house removal for 28.0 - 31.0 cubic meters of items to be moved for a 10am – noon pick up slot. We called days in advance to be sure a van or vans large enough move our items in one trip would be provided as with our move we were selling/buying on the same day. We were reassured by Anyvan this would be the case.

Here are some lowlights from the service we received:
• We had to chase our driver when they didn’t arrive between 10-noon.
• They told us then they would be an hour late. When the driver turned on their tracker they were over 2.5 hours drive away.
• The transport partner were not based locally and were based and completing work that morning in Essex, (we are in the Midlands).
• They eventually arrived at just before 3pm. 5 – 3 hours late. At the point we started loading we were squatting in someone else’s house for two hours.
• The van was a 3.5 ton Luton van – half the capacity which was required and one I could have hired myself for a fraction of the price.
• They could not fit our items in one load we had to do two trips. This is clear from anyvan’s own guide on "What Size Removals Van Do I Need?" (on their website - Trustpilot won't allow me to link to it directly). The van we received standard 3.5 ton luton is quoted as having a capacity of 16 cubic meters (600 cubic feet). Remember their own estimate was our items were 28.0 – 31.0 meters.

• The van had clearly not been safety checked. Every warning light illuminated on the dashboard.
• Our buyer was livid and is still threatening legal action – we were in their property and did not vacate until gone 6pm. Their own removal service is charging them due to Anyvan’s disruption. We finished unloading at around 7:20pm.
• Our buyer began moving items into their new home, Anyvan providers managed to pack up some of there items and transport to our new property, we had to return these at our own cost.
• Anyvan have not provided any answers to why the van was half capacity ordered or why they were late. Total failure to take any responsibility in a job that clearly went very wrong.
• Anyvan state they cannot share conclusions from “internal investigations” as to what went wrong.
• We paid £580, we’ve quite rightly been offered £15 as a “gesture of goodwill”. We are yet to take them up on this generous offer and will be seeking to recoup costs through other means.

My advice… avoid like the plague. If you think Anyvan are competitively priced it’s not worth the risk. Move yourself or pay the premium for a proper professional company, not these chancers.

They do not deliver what they promise. Their convenient platform they believe absolves them of any accountability, liability or responsibility to their customers.

Service cost: £580

I first booked anyvan driver for removal in August 2015. The quote was very reasonable. Driver was not good. He tried to charge more by making false excuses like counting wrong floor etc.

Since then I have posted jobs several times on anyvan site. I have noticed that their quotes are getting very expensive & quotes are send by only small number of drivers. They start quoting with very high & decrease it to amount which will remain very high. This is their trend for last couple of years. Their quotes & trend is unreasonable. I hope they will look into this matter.

Service cost: £320

I really wouldn't trust "Trust pilots" rating and follow the advice of everyone here. Bought two drivers with him instead of one then stood in our living room for an hour putting the price up. Kicking boxes and was just plain rude. We told them to go home. Still get charged the £130 which we can't really afford at Christmas and they won't refund even though the service was never delivered . Feel upset and robbed.

DO NOT USE

Ended up going with a local removal company last min who pulled out all the stops and and weren't fussy about what kind of bookcase we had. Use local not Any Van.

Service cost: £130

The driver was the rudest person I have ever met. All my furniture was as described and bubble wrapped - there was very few items and in fact 3 LESS than I had put on the form (I had pressed 2 for two items without noticing). He proceeded to slate my furniture saying it was broken, I was more than happy with him taking photos to cover himself but I pointed out that what he was saying was broken was just the attachments of the dressing table that I had taken apart so it was easier to move. I had 2 linen baskets which had cushions in which he made me remove as he said he was not insured. Cushions!! He then said I had to sign a waiver form, I wanted to speak to anyvan customer services (which it said I could on the form) at which point he then threatened to leave without taking the furniture (which was on the van). I signed the form and then he said the furniture might not arrive until the next day. This was clearly just a wind up so I did not respond. He was a nasty piece of work, a bully . At the other end my brother was helping me and this nasty bullying man stayed in his cab the whole time!! Just likes bullying women.

Service cost: £177

I booked for 2 men and a van to move 2 3-seater reclining settees from my daughter's house to mine. They turned up and said they couldn't move them because we had not dismantled them before they arrived. Tried to ring AnyVan and no-one would answer. Talked to "Martin" on live chat and he said that I had not said they were reclining and that he could rebook but I would have to pay 50% for the aborted collection and then pay again for them to come again. I was not entitled to a refund and I got a phone call a short while later saying it was my fault for not stating they were recliners and that I should have paid more for dismantling. The woman said it was easy to do. So I said, why didn't they do it then? Because I did not pay extra for it! I was not given the option to pay extra for it. Will never use this company again. Wish I had read the reviews on this site before booking.

Service cost: £69