AnyVan

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