ANYVAN Reviews

Name: ANYVAN
Address: The Triangle, 5 -17 Hammersmith Grove, Hammersmith, London, London Borough of Hammersmith and Fulham
Rating: 3.44

3.4 Rating 2,904 Reviews

62 %

of reviewers recommend ANYVAN

Company Reviews

Metrics

Info

3.4

Based on 2,904 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 66%
Accurate And Undamaged Orders	Greater than 74%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	2.6 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About ANYVAN:

AnyVan makes moving anything, anywhere hassle-free and affordable using trusted drivers. Whether you're moving a sofa down the road or your whole home across the country, we've got a van for that!

Phone:

020 3872 3050

Email:

info@anyvan.com

Location:

The Triangle, 5 -17 Hammersmith Grove,
Hammersmith,
London
London Borough of Hammersmith and Fulham
W6 0LG

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Disgusting and horrible. They are unjust and poor to the point of no return and seeing the reviews below gives me comfort knowing im not the only one! These are the real reviews and not the fakes on trustpilot!!! My review on trustpilot might even get removed after seeing what people are really saying! Im determined to expose them as they have left me so deep out of pocket following a recent move and damage caused. Here is my review with details: Add photo S Naqvi 1 review Published 39 minutes ago Updated 2 seconds ago disgusting treatment and unbelievably unfair I would give zero stars to this company if i could as even 1 is generous. I recently moved and once i moved found out that later that evening our perfectly working fridge freezer had stopped working! I called the customer service team who apologised and spoke to the driver. They advised the driver held his hands up and admitted responsibility but didnt realise it was damaged. That was a few weeks ago and here i am today with zero refunds and no one admitting responsibility nor even taking my complaint and massive inconvenience seriously all because i have no pictures to prove my FF was working beforehand! It is beyond ridiculous to think someone would take pics and videos of all their items considering a huge move of house! There is no common sense in terms of approach and zero customer care as im now over 340 out of pocket due to having to buy a brand new FF and loosing money on old perfectly functioning one. They could have asked for my new FF receipt and pics. They could have listened to calls to prove driver said he admitted responsibility. But instead they arent giving me a penny nor are they taking this seriously. Stay away from them! If anything goes wrong they will not care and will not help! Even the ceo ignored my email so shows how committed they are to customers!”

Helpful Report

Posted 7 years ago

“Absolute shambles, messed up my job twice. I lost my customer. Anyvan are refusing to compensate. AVOID them - they only want your money, their customer care is the worst I have ever had.”

Helpful Report

Posted 7 years ago

“Appalling service yesterday from Anyvan - a driver who was rude and a team who, whilst listening politely to my complaint and apologising, did nothing to convince me that the driver’s attitude was going to be addressed. After filling in a negative response to the service, the driver rang me to discuss and, again, did nothing to convince me that his attitude would be addressed and confirmed he would be appealing the complaint. Overcharged in my view for what was a very, very stressful day having spent a lot of it on the phone to Anyvan. Having used Anyvan before with no problems I now understand the people who told me to stay away from this service. Will not be using it again.”

Helpful Report

Posted 7 years ago

“DO NOT USE ANYVAN! Their driver was late twice and their driver caused a great deal of damage to my £8000 piano AND THEY DO NOTHING! Worst company ever. Will be taking this awful company to Watchdog. DO NOT USE!!!”

Helpful Report

Posted 7 years ago

“Appalling service and thieves! Anyvan moved my home contents in July. The driver got lost between locations, damaged some expensive furniture, refused to take anything upstairs in my new property and then got verbally and physically intimidating. Because they were running so late and due to the damage already done to my possessions, I decided that I didn’t want them collecting further items from a storage unit - although I had paid for this as part of the upfront charge. It is now over 3 months later and I have not had any money refunded, I’ve accrued costs of storage and despite frequently contacting founder and Chief Executive Angus Elphinstone, he just delays and takes no responsibility for how his company operates. I’m at my wit’s end and have finally had to take legal advice. Below is the email I sent Angus earlier today. I know this is a long message, but I urge anyone with other negative experiences to come forward so that AnyVan and Angus cab appropriately be held to account and so that other people will not have to experience this shambolic rip off company. Angus Following on from yesterday’s unacceptable phone conversation where you once again demonstrated your intransigence to resolve this outstanding matter. Your arrogant approach to your customers astounds me as does your procrastination in addressing this case. I’m a reasonable individual. However when treated badly, with contempt and essentially stolen from (I paid for a service that was not fulfilled by you), then I will take appropriate action. The good news for you is that you won’t hear from me directly again, the bad news for you is that’s because you’ll now have direct communication with my solicitors. I briefed them this morning and letter to you is pending once I’ve approved it. For what it’s worth; this likely to get EXPENSIVE for you; a clear case of fraud and extortion evidence via email and phone recordings. That’s before we get on to the damage done to my possessions and that the job wasn’t carried out within the parameters agreed by your company (again evidenced on phone calls). If my experience is anyway representative of how you run you business, then in my opinion, you are not fit to hold a directorship. This is something that will be addressed by my solicitors and Companies House once we’ve been successful in Court. You are a despicable and opportunistic crook. I’m looking forward to dealing with you appropriately. Rob”

Helpful Report

Posted 7 years ago

“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.”

Helpful Report

Posted 7 years ago

“Twice I’ve used Anyvan recently and both times the experience has been unacceptable. My first delivery didn’t arrive until 12.40am and the one I’m currently waiting for has been changed three times. Don’t expect any type of discount from Anyvan if you are messed around because they won’t do a thing. No point choosing a particular day as the drivers do what suits them not the agreed booking you pay for.”

Helpful Report

Posted 7 years ago

“They don't tell you the proper fees when you make the booking. A family heirloom has disappeared but when I tried to claim for it I was told because it wasn't specifically detailed in my inventory I couldn't claim. Also a power drill gone missing too. The van crew were 2 Romanians on agency rates and complained about the wages. The family heirloom that went missing? a 4ft ceremonial sword, not the sort of thing you can misplace. Police not interested, Anyvan not interested don't touch them with a barge pole - all the negative reviews here should put anyone off.”

Helpful Report

Posted 7 years ago

“Took my money and gave me 12 hours notice to collect, when I said I couldent be in as I’m pregnant and had a hospital appointment they said it could not be rescheduled and took all my money , do not use. Try shiply instead”

Helpful Report

Posted 7 years ago

“You could waste your whole day waiting for this firm to turn up - I think they are terrible at communication. Pickup was supposed to be between 8 am and 6 pm with a call the day before to confirm details. They turned up at 9:45 pm and the first contact from the driver was at 6 pm. There was no call on the day before and the driver did not respond to calls, messages or texts. Anyvan customer service passed me from pillar to post when I phoned during the day and the Webchat agent was helpful but did not solve the situation. At 5:45 pm a customer service agent realised I had the wrong phone number for the driver and it later turned out that the driver did not have my contact details or the details for the person he was delivering to. The delivery completed at 11:45 pm and then the poor driver had to get home after his very long day. I won't ever use this firm again because they don't deliver what they promise. The final insult was that they offered me £10 for my wasted time - I think that shows that they are not a great company to do business with.”

Helpful Report

Posted 7 years ago

“They're a joke. I needed an extremely heavy digital piano moved having been told by the removal company that moved it last time that they wouldn't move it because it was too heavy and unsafe without proper equipment. Decided to use Anyvan's "expert piano delivery" service. Chatted with someone through the chat function on the website and was assured that the driver would come fully equipped to move the piano with trolleys and other equipment to tilt it on its side. I therefore went ahead and booked a piano removal service for £240. When the guys came they didn't have any specialist equipment with them and just carried it down the stairs, tilting it on its side by pulling on the wooden frame which I was concerned wouldn't be strong enough to deal with the weight. Don't get me wrong, they were impressively strong as the piano really is very heavy and awkward, but I was concerned whilst they were getting it down the stairs that it would be dropped. The piano was delivered to my new flat and although I can't fault them for managing it, the service was not as advertised. I paid for a specialist piano removal with proper equipment for £240 (almost as much as I paid for my entire flat to be moved earlier in the day) but that is not what I got and I feel I've been completely ripped-off. To make matters worse the company refuses to acknowledge there is an issue with this, simply because the piano was delivered without damage and it's "within your driver's discretion to use trolleys or any other equipment they deem fit". Having paid that much for it to be removed I wanted it done properly, with equipment, not left to someone's discretion. Absolutely ridiculous and I would avoid them.”

Helpful Report

Posted 7 years ago

“We booked to move a piece of furniture and paid extra for a shorter slot between 1pm-3pm. No one called or updated us for the whole morning therefore called customer service at about 3:20pm. I was told by the woman on the phone that it's only 20 mins late so I should have waited a bit longer. She then said she was unable to get hold of the driver and only sent him a message. We wanted a refund at the time but was told they DON'T GIVE REFUND! Meanwhile we were trying to get hold of the driver but no luck. At 5 pm I was finally able to get through the driver and was told I needed to wait for another 2.5 hours. We lost our temper by this time and told them this was unacceptable, the driver then said they can't do it today as they were still finishing other jobs. I am shocked by the incompetency of this company and the "no refund" policy is just dodgy. I have seen on Trustpilot that there are so many positive reviews but those reviewers seem like one-off generated fake profiles. PLEASE AVOID THIS COMPANY!”

Helpful Report

Posted 7 years ago

“Dirty shower of scamming b*******! They lie to you and swindle money out of you. Apparently driver tried to ring on the Saturday but no missed calls or voicemails...... finally rang back at 7.30pm Sunday night to say he couldn't do the job and would get customer service to ring back Monday morning..... customer service then ring monday morning to tell me the job would need rebooking and it was going to cost me another £50 for their mistake..... and no refund on the first money i paid! Refused a manager to call me back! Awful company! Please do not be scammed by these people!”

Helpful Report

Posted 7 years ago

“Don’t touch Any Van with a barge pole - they sub-contract the job. We ended up with two blokes and a van who damaged every item of furniture while they toured the country doing drop offs. Any Van denying any liability and refusing to compensate us - hundreds of pounds worth of damage caused. Don’t do it!”

Helpful Report

Posted 7 years ago

“I have used anyvan several times before and was happy with them. They would previously get you in touch with independent companies and once you had chosen one, you would then be given their contact details and make arrangements with them directly. This has now changed; you do not receive quotes from companies and do not get the man’s contact details until the day of the move! So all of your communication beforehand is with anyvan only. It’s the first time I have used anyvan since this was implemented and felt there is an obvious decline in the quality of the services: 1. I rang the company to ask a question a couple of days before moving. The person on the phone was reluctant to give a clear answer, instead he said ‘this is in the T&Cs’ (which by the way are about 10 pages long). 2. I was charged £15 extra for them to give me a T-W-O rather than five hour window for the pick-up time. They reassured me that the driver would call me on the day and give me the exact time; this never happened! 3. I was given an estimated pick-up time by the company on the day. The driver arrived one hour earlier WITHOUT ANY PRIOR NOTICE, while I was still finishing packing !! 4. The first thing the driver did when he walked in was to count the boxes. There was one box, one shoecase and a medium size light plastic bin, on top of what I had declared. The driver suggested they would charge me extra for those, and that extra was 50% of what I had been charged originally! I called anyvan and they said the reason for that was that he might not have enough space on the van and it might interfere with other jobs he had later; well I later realised the van was EMPTY otherwise and he did not have any jobs scheduled before delivering my stuff. 5. The second thing the driver did when he walked in was to warn me that (in spite of the fact that he had arrived early unannounced) he had a 30 minute window for loading, and I would be charged extra if he exceeded this !!! 6. The driver forgot two large heavy boxes behind -one of which with important items inside- in the lift at the pick-up location…… He obviously didn’t care to count what he was delivering, as there was no potential of charging me extra there. I later realised they were missing and had to go back late in the evening on a Saturday to find them sitting in the lift (see photo). Needless to say how distressing the experience was. I spoke to anyvan the next day. They agreed to arrange for another man to pick them up and deliver them, but in spite of all of the above persistently denied me a refund, not even of the extra they charged for my extra items. One of them claimed that ‘that’s not in the T&Cs’……. At the end of all of this, anyvan very cleverly sends you a feedback form to complete on the driver’s performance rather than theirs. I would like to stress that my problem is with the company and their policies, and I believe the liability for the above is primarily with them not the driver!!!!! I have moved over 10 times in the last decade and never encountered any of the above issues. So I believe I have a good sense for what a good service and professionalism are about. I found the service I received simply unacceptable. My experience was of an impersonal, ridgid service and of a company trying to use every opportunity to milk money out of me. These guys made an already stressful transition ten times worse! Needless to say I will not be using them again in future and will never recommend them to a friend again (which I have been doing to date). AVOID THEM IF YOU WANT MY ADVICE.”

Helpful Report

Posted 7 years ago

“To cut a long story short - my driver arrived at 7.30am. Did not speak English and was unclear about when everything would arrive. Damaged my TV - bend a massive dent in it which took the glass out of the frame. Refused responsbility for it and the AnyVan team are really incompetent. This misadvised me several times and have no clear complaints process. The complaints process is not fair and transparent and at this point I think my only option is contacting trading standards as the company are offering a service they cannot provide.”

Helpful Report

Posted 7 years ago

“/one of the worst companies I have ever had to deal with. The driver completed ignored the requirements message, couldn't guarantee that he would arrive on time and spoke to me in the most arrogant tone I've ever heard. When I called their customer service line to complain, they told me I coulc change the driver but they'll charge me an EXTRA 50% of the cost and it wouldn't be for that day. When I asked for a refund they refused. I simply asked what time he would be here, and the chap gave me all the attitude in the world. Then the company refused to refund me when he didn't show up.DON'T USE THEM.”

Helpful Report

Posted 7 years ago

“Due to move on 15/09 and at 3pm in 14/09 was called by them to say they could not resource my route. Asked if I could reduce from 2 people to 1 but answer was same. Read the T&Cs as they do not guarantee turning up. So if you are happy to take that risk then book and pray.”

Helpful Report

Posted 7 years ago

“Hi there. I was so called "driver" for this company over 4 years. As I had started my business they were great to find a customers and build my experience. After 3 years and finished 100s of big house moves what was left for me was only wrecked vans and smashed back. AnyVan is only the broker which join you with a self employed businesses and before at least you had a chance to based on reviews pick the company right for you. They were taking around 1/3 of the amount you paid for themselves but at least we had a chance to give the customer our prices. Unfortunately now, since march the whole process has changed and AnyVan is quoting the price on their own. Many times not accordingly to the needs. After this they post it on the website and anyone who is faster can take the job. The driver can't even contact with customer up to 3 days before move to ask for all details as AnyVan hides the details. We run our own removal business and in this year we have started to advertise much more and we stopped using AnyVan. I can see there is a huge amount of bad reviews and I would like to explain how it works. Let's imagine that you are moving house which is very stressful. The company like mine is coming and giving you the quote for instance £700. Where all the money are ours we can offer you extra person, dismantling service and we worked with a smile on our faces from beginning to the end. Then you are going to AnyVan and you are getting very similar quotes. You are thinking we'll AnyVan is so big and has thousands of reviews, I will take them So you pay £700 to AnyVan. Now if we were a small business you didn't have to pay vat so our quotes were smaller Since march AnyVan keeps all the money so the quote includes VAT. In £700 quote there is around £120 VAT. There is £580 left. Now AnyVan takes 40% it is another around £220. So the money which is getting the company that is coming to you is only £360. That company has to do all the hard work, and gets only around half from the price you are paying. Imagine who is gonna work harder, the private business who takes all £700 or the anyvans driver who is getting only £350 for the same job. And you my dear customer are paying exactly the same money. This is why AnyVan now is getting so many bad reviews. Drivers who works for them with all the effort are getting less than before and have to maintain vans pay employees etc. Working for AnyVan now only give you a chance to survive with no money at all for leisure, or even van repairs. That's why I would like to give an excuse to the drivers who are rude, late or checking all the items or don't want to do anything extra. It's only because the anyvan is so greedy and is overusing the other companies which are working for them”

Helpful Report

Posted 7 years ago

“The driver was 45 minutes late to the booking to move a sofa between two flats. Once he arrived, he was unable to move the sofa through the door even though it had gone in through the door and a different moving company I hired later in the day got the sofa through the door. As AnyVan was unable to move the sofa, the driver left. While I assumed there would be an attendance fee charge for the driver's time, it turns out AnyVan charged me twice - for the original booking fee PLUS an additional fee for a first floor to first floor move, even though no move actually took place. When I called AnyVan customer service, they said there would be no refund but they will take the entire amount even though the item had not been moved by their team (while this is not in line with their own terms and condition policy). The customer service experience was highly rude and unprofessional and they were shady on they charges they put on my bank card with no justification. I am surprised that AnyVan can get away with such unethical business practices of charging customers for a service which they do not fulfill. The entire experience was unacceptable. DO NO USE AnyVan for your move and do not give them your bank card details as they may very well put unjustified charges on it no matter if they complete your booking or not. Go with a different provider for sure, I wish I had.”

Helpful Report

Posted 7 years ago

ANYVAN is rated 3.4 based on 2,904 reviews