AnyVan

Have been a loyal customer for years and booked a job today for tomorrow. Tried to change some details and was told sorry can't change and then told that the driver is given x amount of work in London. They tell us when it will be collect now and not like before the courier arranges this.

Now I can cancel but loss my money I have paid, so left job as is let them waste their time collecting the item. The person wont be there I am checking, so tough luck. I wont be using them again and would not refer them to any one.

Service cost: £230

Definitely a service to AVOID! I've just spent half an hour on the phone getting nowhere with customer service. Ordered a van to transport some heavy boxes from our building to our client's offices. Driver failed to make the delivery on Friday, and failed to call us to notify us about it. Cue to Monday, where they invoice OUR CLIENT for the extra day's fees. I proceeded to call customer service to complain only to be told that it was our fault because the driver only managed to attempt a delivery after office hours and that he had indeed tried to call us to notify us (we were all in the office till late that night, and no call was made). I respect their loyalty to their drivers but to put it above customer satisfaction is an interesting choice for a business to make..

Service cost: £200

I tried to organise a move from a storage unit near Heathrow to a storage unit in south-east London. I booked and paid in advance. I contacted the company multiple times the day before to get the details of the driver to send through to the storage unit as I was concerned about the move going smoothly and knew that my goods would not be released without the driver details- this information was never sent, even though they assured me I would know by 10pm the night before. I also said I needed to know all of the details before 5pm on the day before in order to inform the office. I was concerned that not having this information would hold up the driver.
I messaged Anyvan at 7am on the morning of the move trying to get the driver details. I did not have any contact from them until 9.37am by which stage apparently the driver had already left. They sent an automated message to the office of the company who was organising my storage, saying they couldn't deliver (!? it was a pickup, not a delivery) and I had worried phone calls from the storage unit asking what was going on.
According to the company, it turns out that because they couldn't get access to my stuff within 15 minutes they abandoned the job and have taken the full amount of money I paid without actually doing anything other then waiting - and who knows if they waited the full 15 minutes? I am trying to find out from the storage unit near Heathrow whether they turned up at all. They expect me to book again and pay the full amount again. They insist that they called me but I have no messages from the driver and I still have no idea who the driver is. The 15 minute window is hidden in the terms and conditions and is not explicitly stated on their booking confirmations. I've now been advised that an hour waiting time is normal out at Heathrow storage. I stated several times to the company that I was worried about their driver being held up because of the storage unit not having the details in advance. At no point did their customer service team advise me about the 15 minute window or explain that if my belongings were not released within 15 minutes they would drive off and take all my money as if they had completed the job. They haven't offered me anything - I asked if I could just pay a penalty for the driver having to wait and rebook and they didn't give me the option. They simply took my money and didn't do the job.

Service cost: £215

The driver was a bit earlier, but then impatient about me not being ready, but that was ok. I was expecting friends to help me bring things to the ground floor, but they were late. The driver wasn't very understanding. I mentioned I just had foot surgery, but he didn't care. He didn't offer to help for a fee or something, or any other solution. I had to bring things downstairs on my own with my recovering foot. I find it outrageous when companies forget they are working for people, and they have to adapt to unforeseen circumstances. Shame of AnyVan for not offering good solutions. I used AnyVan before when drivers were more human, I'm not using this service ever again.

Service cost: £410

The driver was meant to do a ground floor to ground floor pick up and drop of a shoe rack. The delivery address was on the ground floor, but it involved just FIVE steps and there was a trolley provided and the driver refused to drop it off. Additionally, Anyvan said that the driver was waiting for 40 minutes but we only got a call 10 minutes before the driver left. The driver is now in possession of our shoe rack and Anyvan says it's going to cost us double the amount to have it delivered. This is the worst service ever. Please never ever use them. Any other man with van service on gumtree would be better.

Service cost: £32

I had a truly harrowing experience with this company. I am not the type to post reviews but I felt this was needed. I had booked my slot with him between 1 and 3pm, a two hour window for him to arrive at the property. He did not show up. Upon ringing him, to try and determine if he was coming or not, he (Addel) not only lied to me regarding his current location, he also tried to con money out of a sixty year old non speaking English Romanian pensioner. Thankfully when he accused me of not paying, she informed me of this. At this point, we both established that he was a con man. I urge you to cancel any bookings with this man ASAP.

Service cost: £100

The driver refused to even attempt to park in a space that was big enough (my roomate's truck had parked there when she moved out the week before week).

After a while, he just decided to stop answering the phone, leaving me without movers.

Called the company, they sent new movers after asking for a £70 re-scheduling fee.

Interestingly, the new movers were able to parking in aforementioned space.

So far, no refunds.

Service cost: £210

Don’t be carried away by their paid good reviews, we had a very disappointing experience! One of our whole box with valuables went missing out of blue and Anyvan didn’t do much to help us find out. Few of our boxes were left opened inside the van while carrying out the boxes. Everything happened so quickly and we were not let to double check the boxes. They had so many boxes inside the van already which made it even hard to figure out. And when we reported missing box, driver and customer service dept casually dealt with it. They did little to contact people whom they delivered after our delivery.Can’t believe a whole box went missing. Only ways of losing it are some one running away with it outside the property gate while we were carrying boxes inside, which is very unlikely as three of us were there. And second way, driver found it and never reported back to us. Very very disappointed with Anyvan service. Will never ever recommend!!

Service cost: £40

On the 3rd of September, I had the displeasure of using this company.
Avoid this service at any cost! I booked a house removal, paid £180 pounds for it and on the day of the removal 2 guys turn up and tell me they can't take all my items because they have other jobs. I then call their customer service who were the most useless and unfriendly bunch of people I have ever encountered and they told me I needed to book an additional removal team but this time based on time. I ended up paying £180 for the first team (who took half my stuff) plus £250 for 3 hours for the second team. Both teams took half of my stuff and arrived both at the same time at the destination address (my new house). Ridiculous! They didn't allow me to cancel one of the teams, didn't refund me on anything and the whole thing cost me over £400..
Find a real removal company, don't use these guys they are absolutely horrible!!

Service cost: £400

DO NOT USE THIS COMPANY – THEY ARE FRAUDULANT AND UNETHICAL.

The service that you get has no relation to Anyvan – ignore all the uniforms, vans and branded merch as advertised online as these jobs are outsourced to unrelated “man with a van” services.
Would be a complete roulette of luck as to whether you get a good service or not – ours was awful and Anyvan have refused to refund anything for the premium service which we bought and did not receive – customer service absolutely diabolical. We have incurred significant losses and gained absolutely nothing from instructing Anyvan.

Fraudulent and unethical organisation – DO NOT BE FOOLED BY SMOOTH TALKING SALES PEOPLE.

A few of the endless faults in the service we received:

- Late arrival (one man instead of 2)
- No prior experience of packing (we paid for a packing service and were promised they were confident and regularly reviewed)
- Failed to bring boxes/ packing materials which we paid for (so we had to source and pay for these ourselves)
- Service took 8 hours instead of 2 as sold
- Needed to rope in family and do multiple trips ourselves to help with the process (in 30 degree heat with a small baby which is why we bought the premium service and what we wanted to avoid)
- Expected to help unload the van at the other end resulting in injury that led to time off work
- Multiple £ thousand pound damages done (e.g. sofa not protected and other high value items damaged) to which Anyvan’s only response was to claim on insurance
- Rude and uninterested Anyvan staff at every point who couldn’t care less if you’ve had a bad experience with their organisation.

DO NOT USE THIS COMPANY – THEY ARE FRAUDULANT AND UNETHICAL.

Service cost: £600

Don’t use these unethical scammers. I booked a job between 9-4pm, received email day before with two hour slot for pickup (as advertised when booking), I needed to reschedule due to a family emergency- they took a further 50% to reschedule. However, no email received with the two hour slot the day before (as had been the previous case) apparently and I quote because the driver was ‘private’ and had ‘organically’ taken on the job on so could not confirm anything until day of delivery. Should have stuck to driver from gumtree - they outsource it out to whoever can take it on anyways. It was just an armchair and small coffee table. £45 down the drain.

Service cost: £45

Worst company I have ever encountered, ignorant driver, conflicting details as to what was and wasn't to be moved, a single hired hand that was complaining that there was a SINGLE bag in front of the the staircase that I was currently picking up, kissing his teeth and telling me im a joke while on the phone to his own company, he was a random old man that didn't even look like he could lift a matress, SCAMMERS.

Talking to the company, they said they couldn't refund me, even though the details were 2 completely different things from his tablet and my email, stating that it was first floor, his saying ground floor.

AVOID AT ALL COSTS.

Service cost: £100

I moved house and used this company to transfer my furniture and they damaged my tv. I have proof 2 days before the transportation that the tv did not have a single scratch on it. The tv box which I wrapped myself carefully because the tv is new and I have my two roommates as witnesses. Even though the company will not take responsibility for it.

The day of the transportation the van was overloaded, the driver had to take 3 orders on a very tight schedule, all our itmes on the delivery were different furniture that wasn't ours. so they had to take out the van. Which is unacceptable, because it means their furniture were on top of ours. If it was explained like this on the first place. I could have used my own car to put furniture on top of each other and transport them myself. But I paid for a securitied transportation so all my belongings were secured and undamaged. The drivers were in such a rush to catch up with the next delivery, which really did no help the situation.

First time a company does not take responsibilities for their own acts and mistakes.

Service cost: £185

Unacceptable service from this company.
Me and my mates were moving from London to Aldershot, so one of my room mates booked a man with a van through this company, so we didn't have to move them ourselves with our own cars, which it would lead us to stack our furniture on top of each other to fit them in.
Oh well, bad decision anyway as this company did the same or even worst.
They had our furniture on top of each other and to top it up they had 3 more deliveries in the van, which ended up out TV being broken even if we had it wrapped and packed in it original package.
We did send proof of the TV of a day before showing that it had no scratches and fully working but they still refuse to accept their responsibilities and apparently it was our fault because the TV was already packed up for the delivery, I didn't know we had to transport it unpacked ?!
I will never use them again and I will recommend to my friends to not do too!

Service cost: £185

I have used anyvan in the past and had no issues.

But my recent experience was horrible.

The driver was rude, selfish and arrogant. He only seemed to care to come earlier than the expected time slot to "finish up early".

Even after getting customer service to order driver to come back to the allocated time. He was still being very unreasonable. I do understand that a driver can only stay at the property at a certain time and also that there is an expected quantity mentioned.
But in all fairness he only used the extra box charge not to do the job. Than after adding the extra box, obviously not recieving any email. He just left.

What makes it worse is that customer service are not providing a refund all because of the extra item and claim of staying too late!! The driver just left anyway which made my plans hellbent. He seemed to want a reason not to complete a job.

He was in the wrong!!
This made things very stressful.

So I have wasted my money on rubbish service. Thanks (!).

Service cost: £44

SHOCKING EXPERIENCE. I hope people read this review before considering booking with this company. I very rarely write reviews and I feel like I am a reasonable person. I completely understand things can go wrong (delays etc) particularly in the removals business but what I find completely unacceptable is when a company makes absolutely no attempt to offer any alternative or compensation when a booking is cancelled towards the end of day as was the case.

I had booked Anyvan for a 10am-12pm arrival last Friday 15/11. We received a call from them shortly before 10 to say the team was running late “due to traffic”. I was a little disappointed as we were only told a few minutes before the beginning of the arrival window, but fine I thought. I was told 12-2 was now the new arrival window and as long as this was the case, we could still move before our buyers moved in at 5. At 1.30, I then called to double check that the team would arrive by 2. No answer for the direct number of the removals team. I then called Anyvan and was on hold for 10 minutes before giving up. So I called again “requesting a new quote” and surprise surprise, I got through much more quickly. They said they would call back to let me know. Just before 2, I was told that the team was further delayed and was now expected 4-5pm. The job that the team was on had overrun. In other words the first late running excuse of “Traffic” was completely untrue. I was then asked whether I would be ok to agree resubmit the job to “4-5pm” to see if anyone else was available. I asked what would happen if no one was available. They said they didn’t know but that the job allocation team would let me know. I asked them for a direct number for this team and was told there wasn’t one. With little alternative, I agreed. After waiting for 20 minutes with no call from Anyvan, I called up again. They said the job had still to be allocated and advised that the job should be cancelled. Understandably, I felt stressed, let down and asked about their compensation policy. I was told that there was no compensation in place.

With a property full of our belongings and the buyer moving in less than 2 hours, I was forced to hire out 2 vans and together with my 73 year old father in law, had to do a triple return journey between London and Cambridge in 2 hire vans, through driving rain, rush hour traffic and early evening darkness. We had to continually ask the buyer to delay moving in until late evening which thankfully they agreed to. By the time we finished moving everything, it was 11.15pm. My father in law and and I had both initially planned to drive back up to Yorkshire after the move but given the finish time, we then had to book a hotel for the evening. The total cost was far in excess of the initial budgeted removals cost - in addition to the incredible stress levels caused.

This company is obviously a large one with 22,000 drivers across Europe (I’m told). And I’m sure that a large % of jobs go through with minimal inconvenience. But for those booking with the company, you should be well aware that if something does go wrong, you’ll likely be completely on your own. I will tell everyone who asks about removal company recommendations to avoid using this company. I’m amazed (as are all our friends and family) that a company like this can operate with such a blatant disregard of customer service and with seemingly no consequences. Avoid like the plague.

Service cost: £350

AVOID at all costs.I had the worst, longest, and most stressful removal day of my life. I cannot believe these positive reviews are even genuine. This company is an absolute con.

- I paid extra for a specific time slot 2-4pm. They arrived at 5pm. Nothing offered as an apology.
- They refused to take some extra plants I had, the website says you can load extra stuff on the day paying extra. I was ready to pay for this and my help to load my stuff. They made me pay one of their friends £40 for a 5 min extra job on a separate van.. Ridiculous, there was plenty of room and time. We wasted time talking and walking around rather than getting my extra items. Absolute con.
- I had a massive parking space ready for them just opposite my flat. It wasn't big enough so they were sitting at the van smoking whilst I had to ask all my neighbours to move their cars just so that they could fit their gigantic van. All that space and I still wasn't able to use it. They claimed they didn't have time to load my extra plants.. it took the other people literally 5 min to lead my tiny plants.
- They couldn't take me with them in the van. Never had this in my whole life and I have moved more than 10 times in the last 8 years.
- The driver told me next time I move out to call him directly..
- I could carry on..

I wouldn't be happy if any of my friends or family booked their services, and I would never ever use them again. This has been a con where I've spent £100 plus £40 in cash to their group of friends for a removal that shouldn't have cost me more than £100, no way. I am speechless.

Service cost: £140

All anyvan cares about is taking your money, then they become extremely lackadaisical in sending you any information ( emails & test ) about your move. Imagine a collection I booked since Tuesday for today Thursday, and I’ve got no text or emails about the collection. This is so they can show up and find no one around, then they collect another 50% to reschedule. To avoid that, I called them myself to let them know I haven’t gotten a time slot or any information about my move. The customer service sounded surprised and said emails were sent, but I got nothing. This happened twice and I had to pay 50% to reschedule, they refused to accept they are at fault for not sending a text as they said they would. The customer service is so terrible, they kept arguing they sent a text, I asked to speak to a supervisor, they claimEd to book a call and I will get his call since last Sunday, this is Thursday and no one called! Liars and thieves! A move of £36 is now over £80. Just terrible! I will never used their terrible service anymore.

Service cost: £82

Booked an Anyvan removal as per recommendation of Ebay seller. Did a bit of quick research and saw the high reviews on Trustpilot so decided to go ahead with the move. Pricing was in the ball park of general man in a van type services and as it seemed it was a fully fledged company all seemed to be ok. Collection went ahead for my two items and then the driver did other jobs (which I don't have an issue with) but eventually when my items were delivered, one was broken during transit as it didn't look like it had been secured in the van properly and the leg was broken off of the piece of furniture. Both the driver and I took photos and he said to call Anyvan to report it as there is insurance in place and he left. I called Anyvan as soon as I got in the house and reported it. I received an email the next day asking for all the details which I promptly returned the same day along with pictures of the damage.. I have been calling constantly for the last two weeks trying to get an update and just being told every time that they are trying to get hold of the transport provider to "mediate".. After doing more investigation I found that Anyvan just subcontract all the work out to man in the van people which is misleading because all the images on their website show branded vans and people with branded shirts and jackets etc.. Only when you dig around the website do you see that they mention some "transport providers" don't have branding.. So now I have to sit and wait with a broken piece of furniture, a customer services team that don't really have customer service at mind and still no idea what is going to happen with my claim or anything.. Last update, “we are still trying to get hold of the driver..” but no doubt, that driver is still taking Anyvan jobs!! There is no timeframe as to when this will get sorted out, I just have to sit and wait.. Its absolutely ridiculous how bad the service is from Anyvan! Quick to take your money but wet tar moves faster when you try and get anything done as in this case! Rather look for another moving company that doesn’t subcontract work out otherwise rent a van yourself and save the possible stress if something goes wrong!!


**Update**

Apart from taking forever to get back to me, this is part of the response I have received:

"Despite our Terms of Use being clear that AnyVan are not liable for damage, we can, in certain situations, decide that a goodwill gesture is appropriate.

In light of this, I would like to offer you £100.00 by way of an apology for the issues you have encountered."

So for all their boast of £50k insurance, and with their business being moving of goods, apparently damage while moving is not covered.. Great company this is! Steer clear everyone of this sham company! I am going to be posting this on every single review site that I can find!

Oh, and by the way, it clearly states in their insurance T&C's on their website that they do cover damage during moving! So I am fighting them on this!!

Hey Anyvan, what is your response to this now??

Service cost: £110

From what I've been reading about AnyVan, all of the poor reviews - and there are very many, reflect entirely my personal experience.

They are unprofessional and do not care about the people they employ to carry out the work, or the customers that pay them, in advance of the job, in good faith.

To summarise:
last minute and poor communication
leaving items behind saying two strong men could not get them through doorways, later finding that one strong man managed to do just that alone! Things therefore being left behind.
On arrival saying the large chest they brought down the stairs in an similar property could not go up the stairs, but then finding when you insisted they would, they did after all.
Worst of all: the patronising uncaring manner of some of the customer service team, but overall the strategy not to resolve your complaint, rather to diminish it and defend themselves regardless.

If things go wrong, don't expect any level of resolution. And if you post a poor review, they will say they have tried to contact you and you have not responded.

A very stressful experience I would not wish to repeat or share and so my advice is to find a removal company that can be relied on to communicate properly.

Service cost: £300