AnyVan

I had a terrible experience with anyvan - would give them NO stars if possible.

Moving from my one bed flat to my new property 80 miles away - the guys arrived to collect my things 2 hours early and when I explained I wasn’t ready yet, hassled me to commence the move early, which I felt compelled to do.
They then complained that there were more items than listed on my booking - it’s very hard to give an accurate estimate of how many boxes/bags will need to be moved during a house move, but apparently anyvan require a fully accurate listing of ALL items - which is unrealistic and quite frankly ridiculous.

Once the van was packed the guys said they would meet me at the other end. Turns out they were going to another job (40 miles across country away from the delivery point), with all my belongings in their van - nobody informed me this would happen at any point, and during this time the driver was uncontactable.
They finally delivered my goods 4.5 HOURS after finishing the collection.
I am absolutely furious at the service, and after many phone calls to so-called ‘customer service’ didn’t even receive an apology, just repeatedly told ‘we are a multi load company’.
Despite their claims to the contrary, this is not made clear at all on their website, by phone, or by any of the email communications. It is false advertising and they are a bunch of cowboys.

DO NOT USE THIS COMPANY they are not fit for purpose, utterly horrendous.

I have since received a paltry £15 compensation only after insisting on speaking to a manager and pointing out the flaws in their service and particularly their advertising.
BEWARE AND SWERVE.

Service cost: £177

Altogether terrible service.

The key thing is that AnyVan is just a site that links you to random people with vans. They have no control of quality so it can be really poor.

Dreadful experience overall. Driver did not arrive in the allotted slot, but no notice was given that he was running late. Eventually reached AnyVan and they said he’d be another 2 hours. 3 hours later at 6pm we got a call to say he wouldn’t be coming at all.

They booked us in for the next day but couldn’t guarantee a van. After hearing nothing, the next morning they rang me to say the driver was trying to find his assistant but couldn’t wake him up and asked if we were happy to help him with the move instead.

He turned up an hour late in a battered old van, smaller than we needed with half of someone else’s stuff already inside. He was a nice guy but definitely just a man with a van rather than a mover and things got just piled up randomly inside. Took two trips because of the small van and things got scratched and bashed en route.

Complained to AnyVan but they flatly refused any compensation.

Service cost: £120

Unfortunately our move with AnyVan was a complete nightmare. I would strongly discourage anyone from using this company.

Our driver was late and we expressed concerns to him that there may not be enough space in the van but he said it would be fine. They had made an error with our inventory but he said it was okay to go ahead. After we brought all of our stuff down to the van and had used half of the space assigned to us he said we could not continue to load the van without paying extra for our smaller items which were not on their incorrect inventory.

Customer service were of no help whatsoever and so we had to unload the van and leave all of our belongings on the street whilst the van drove away.

Service cost: £106

I booked for 1 person to move a bed and some other boxes to a location about a 20 minute journey away. The tracker kept saying they were coming but they weren't (it read '9 minutes away' for about an hour) and they were completely uncontactable. No reply to all my calls and messages.

When they did arrive, there were two people not one so there wasn't space in the cab for me and my friend. Then they said that insurance prevented us from travelling in the cab anyway. That would be fine, if it had said ANYWHERE beforehand online, or the person I spoke to, so I had to organise an uber last minute.

I just wish I had paid £10 extra to set up the whole delivery with the person who owned the van directly, who picked up the phone, who didn't get lost on the journey but then refuse to pick up the phone so I could help give directions. Bad experience.

Service cost: £100

BUYER BEWARE: THEY TAKE YOUR MONEY UPFRONT BUT ACCORDING TO THEIR TERMS AND CONDITIONS THEY DON'T ACTUALLY HAVE TO TURN UP, LEAVING YOU OUT OF POCKET. I was left stranded after thinking I've booked a reliable service. They don't update you on the driver's whereabouts and in fact I was given a 12hr move timeframe from 8am-8pm. They called at 1730 to tell me the driver assigned couldn't make it, and they would make new arrangements. At 1930 they called to say they would need to book the job for the following morning and would call me at 0900. At 1000 I called and was told they had no drivers in my area that day. After I cancelled the manager Paul told me they would have been able to help me if I hadn't cancelled the job a few minutes earlier. Honestly, you can get cheaper, reliable service from movers who don't want you to itemise everything. I ended up doing that in the end. The most alarming thing was that the manager told me according to a clause in their terms and conditions they don't have to turn up for a job - even though they have taken your money. They could always just refund it.. it takes 3 days to reach your bank account.
If you don't have money to spare then I wouldn't risk using Anyvan. They pretend to be bigger and more efficient than they are, but lack communication and customer service skills. See Google reviews.

Service cost: £141

Hi,

It's for a room removal:
- Book removal 3 weeks in advance.
- With a extra cost of 13P for 2 hours window 11.00 to 13.00
- 12h45 called to ask what's going on, answered they'll be late, rescheduled between 14.00 to 15.00
- then called back customer service, who tell me they will there after 15.30
- They came at 16.00, good point for their efficiency everything load in 30 min.
- they where fast for the transport (but already late for the final)
- Unload extra fast (with the help of the customer)

Do not use this service if you have a time constraint or a daily obligation, you might be in trouble on the situation you try to solve using this company.

Service cost: £163

Turned up late, refused to move my possessions into their apartment because "The company had booked too many jobs and you can complain to them" and left by stuff on the street. Lost for words, do not use these people. Complained to the company who said sorry we have no available movers to help you. Unbelievable.

Obviously Trustpilot is corrupt and makes money from the fees its advertisers pay them - do not believe their ratings on there. Sort by recent reviews and look at how many unhappy customers there are like this.

Service cost: £240

For moving and storage, they sent inadequate number of removal staff who did not look professional and brought already used boxes of wrong size. They said they will need to buy some appropriate boxes and need to send in at least one more person at a later time. I had lost confidence in them by then so I said I would like to cancel. They said they would ring back to arrange refund but even now a few weeks later they have not got back to me. I messaged and rang them again and no response. It added extra stress and they charged £655 for doing nothing.

Service cost: £655

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