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.
Posted 1 year ago
ANYVAN is rated 3.17 based on 650 reviews

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Alice, Customer Support

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