AnyVan review: Courier service

I recently used AnyVan to collect and deliver a sofa. I made a booking with the company, reference number AV 811 8883, for a delivery service with the expectation of receiving the item at an early time slot, in order to accommodate my schedule and ensure timely delivery. However, my experience with AnyVan has been nothing short of disappointing and frustrating.

Firstly, the primary issue I encountered was the lack of clear information on the website regarding the delivery time. Nowhere in the terms and conditions, or during the booking process, was it indicated that deliveries could occur as late as 11:00 PM. The absence of such crucial information is misleading and resulted in a situation that inconvenienced me greatly.

Secondly, when I attempted to clarify the delivery time, I called the customer service line and was met with an exceptionally unhelpful and rude representative. This individual, who said her name was Xan Xozwa not only displayed a lack of professionalism but also placed me on silent hold for an inordinate 25 minutes. It appeared that she was unable (or did not want) to get in touch with her manager or another competent colleague, which further added to my frustration.

Furthermore, during my second call to the customer services, I encountered another concerning issue. The representative I spoke to attempted to charge me an additional £150 for delivery on the following day. This is unacceptable, as it not only contradicts the concept of a same-day delivery but is also an unreasonable and unjustifiable expense. I was also informed that "same day" meant a 24-hour slot, which is entirely contrary to the common understanding of the term and is a misrepresentation of your service. She would not transfer me to a manager and hung up the phone.

As I was abroad during the collection & delivery, making international phone calls was both time-consuming and expensive. I paid an additional fee to book the early time slot specifically to ensure that the item would be delivered within a reasonable timeframe. However, having the delivery scheduled for 11:00 PM is not only unreasonable but has caused me a great deal of stress and disrupted a significant portion of my day.

This was my first experience using AnyVan, and regrettably, it has been far from satisfactory. My aim was to save time and minimize stress by choosing the services over my usual provider, but instead, I encountered more inconvenience and frustration.

In light of the above, I requested a full refund of the amount paid for the service. This request is made in consideration of the lack of transparency in the service description, the unprofessional conduct of the customer service representatives, the attempt to charge an unreasonable additional fee for the next day delivery, and the misleading interpretation of "same day" as a 24-hour slot.