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 2,883 Reviews

62 %

of reviewers recommend ANYVAN

Company Reviews

Metrics

Info

3.4

Based on 2,883 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

“This company is a farce. I wish I could rate 0. They have damaged goods and denying it, I will now be taking the matter further. I will be sending a pre-action notice forthwith. DO NOT USE ANYVAN EVER! AV6522616”

Helpful Report

Posted 5 years ago

“First time I used them the van came way outside the 8am - 3pm timeframe (came at like 5.30pm). Second time, had to cancel a job and called them, and was well within the terms and conditions listed in their confirmation email to do so free of charge. They charged me anyway and when I asked why, they literally lied and said that I didn't call on time which is a bold move for a big company as I have call logs. Had to raise a dispute through my bank and attach screenshots of the confirmation email showing their own terms and conditions and that they were breaking them, as well as screenshots of call logs. What a difficult company and a pointless waste of time. Cannot recommend this company at all.”

Helpful Report

Posted 5 years ago

“Don't use Anyvan, we booked two men to move a photocopier, never asked for the dimensions or the size and when the two people turned up, they said they couldn't move it, but didn't even attempt to. If I had been asked to provide dimensions I would, and when they have your money, there is zero customer service support. I would never recommend them. Appalling service!”

Helpful Report

Posted 5 years ago

“We had a few extra items that were not in the list. The items were two boards from a table and a desk, a small folding desk, the legs for the dismantled table and desk and a couple of black bags. They didn't pick these items. The van was practically empty and they delivered the other items straight to our new house. I really don't see why. But anyway, they send photos to the offices of what was left behind and told us to call the customer service. We called the customer service, after 1-1.5 hours they replied and told us they would call us back with a quote. We are still waiting for the call. We put the stuff in a black cab and completed he move with half the price their website quote was (40£) to hire a new van. Don't bother with these people, just hire a real man with a van. You cannot be expected to know all your items before you have actually packed. And then you are left with nothing to do. I was lucky this time. Next time I move I am not using this and I'll make sure none of my friends do.”

Helpful Report

Posted 5 years ago

“I thought I was going to lose my mind until Kate called. Booked the van a month in advanced, called to make sure all is in order and was reassured by an advisor that even if there is some mishap, you guys got our back. On the day, the driver was scheduled from 12:48 to 15:48 arrival. I was tracking the driver and noticed he stopped on the way. I assumed he was having lunch. As I was getting a bit worried, I checked my booking and noticed they are assuring me they would contact me if there are any significant delays. After waiting a while longer, around 3:55, I called the driver. The driver queries why I’ve not been contacted by AnyVan yet, as he is stuck on the side of the road, his gear box is not working and he has no prospect of even getting picked up from the highway before 7pm. I panicked. I panicked because my belongings were outside of my old apartment and I had no way of moving all of them by this point and no prospects of returning to the apartment, so, barring sleeping on the street next to them, I did not have much choice. I called AnyVan and was told by the recording, after I pressed ‘2’ for bookings on the day, it would be best to speak to the ‘Live helpchat’. While holding I messaged the live chat asking for help, I was told for bookings on the day, I need to call? Ok, I’m already on hold so no point in that IVR. A lady answered, I explained I’m panicking due to the above. She advised she could not see that there was any issue with my booking, I assured her that there is and that I just spoke to the driver. I was put on hold and, when she returned, she confirmed the driver was taken off the job and they will look for a replacement, I, not vary patiently admittedly, explained I need a replacement on the day. She said she will put this through urgently. She said she does not know when someone will get back to me, but to wait. After 30minutes, I called the phone number again. After being on hold for 15minutes, the line cut. I called again (meanwhile searching if this whole operation is a scam) and messaged the live chat again. This time the live chat person did look into my situation, regardless of the booking being on the day (?). At this point, admittedly, I had basically lost it, I was desperate. I explained that I’m going to have to sleep on the street and this is why I’m being really unreasonable when asked to wait and hope for a replacement. After probing me to check why I had to sleep outside, as they must believe I was doing this as some sick joke (?!), she said she escalated to Kate. After about 20 minutes, I got put through on the phone again. I told the lady who answered that I will lose my mind and I need help and to speak to a manager. She said managers call back is 48hours. I didn’t have 48hours. As a key worker, I need to make sure that everything is set up on the day I booked it for so I am ready for the next time I need to work. No one cares, the lady explained she is ‘hoping’ we will get a replacement driver or that the driver I already had assigned would get his car repaired before 8, as that’s when they shut. I AGAIN HAD TO TELL HER what was happening, that the driver was stuck on the A12 and was only going to be picked up by the AA after 7pm so there was NO CHANCE the van was going to get repaired, something I would have expected such a ‘reputable’ brand to know. I asked to speak to a manager as I needed to get my items delivered on the day. She said managers only speak to you after 48 hours. How convenient. By that time the damage is done. I don’t have 48 hours. The advisor said I can rebook for the next day... AS IF I WOULD USE THEIR COMPANY AGAIN?! Do they think I am desperate and stupid?! She said there’s nothing she could do and for me to stop being upset. We hung up. I desperately started to walk my things to my new apartment, as much as I could carry in my arms and on my back, crying in the meantime. I received a call from Kate (who, I think deals with complaints) and she said they organised a driver to come get my items (5 hours late but whatever, I was on the side of the road for like 8 hours by this point, so what’s another 2?) but making me feel bad for them as they had to pay the driver extra to come do the job they committed to do in the first place. She also explained that if I had ANY extra items then listed that I would be charged. I was, by this point, thinking I was in some sort of psychotic dream so I didn’t have the energy to speak to her. THEY DID NOT OFFER ME MY MONEY BACK OR EVEN HINT TO IT!! In the end, the nicest driver in the world showed up who, seeing me in the state I was in, didn’t ask much questions and did the job. HOW DO I ASK FOR MY MONEY BACK PLEASE?!?! maybe compensation too for losing my mind to get you to actually follow through.”

Helpful Report

Posted 5 years ago

“Was a very misleading service at the first call the receptionist was very helpful.. the removal van turned up after 3 and half hours out of schedule .when we tracked the driver he was oblivious to the address too. And started to ask me about the post code . ..then he complained about not having enough time ..my advice be assured and shop around before making a decision ..and than the removals guys made an issue about a table to dismantle when there was absolutely not needed..it was glass top one piece and the legs another piece ..which was very easy to remove ..without dismantling and he complained about the boxes ..the boxes listed was 4 large boxes instead we had small boxes put together 4 to make one large .I has been nerve racking experience..sorry to say”

Helpful Report

Posted 5 years ago

“I used AnyVan to move home. The time slot we had chosen was between 10am and 12pm. At 11am I used the tracker to see where the driver was and he was over 2 hours away. When I called the office to find out what was going on, they said the original driver had cancelled. I did not find this out until I called them, they did not call me to let me know. By 1:30pm the new driver had still not arrived. I needed to collect the keys for my new property before the estate agent closed at 4pm. The estate agent was 1.5 hours away so I had to ask my Dad to drive 1 hour to the collection point to wait for the driver while I went to collect the keys. When I had collected the keys at 3pm I used the driver tracker again to see where he was and it said there was no driver. I once again called the office and they once again told me that this second driver had also cancelled. Again, this was not communicated to me until I called them. A driver eventually turned up to the collection point at 4:45pm, 6 hours and 45 minutes after the start of the original collection window. It was nearly 8pm by the time the items were delivered. When I spoke to AnyVan they said they don't know when a driver has cancelled but were satisfied that this had been communicated to me. But it was only communicated to me after I called them. They also believe they arrived within the time frame because at 3pm when I called, they asked if I still wanted a driver that day and would 6pm be ok or I could cancel. At this point my stuff is all packed up and I have collected the keys to my new flat, I had to move that day, of course I was going to agree to that. After making my house move infinitely more stressful and causing my Dad to have to take time out of his day to drive an hour away to wait for the pickup, and arriving more than 6 hours late from the original pickup time, I was offered £3 as a refund. Needless to say I will never be using AnyVan again.”

Helpful Report

Posted 5 years ago

“I would warn anybody looking to use this company to think twice. Based on my experience, it is very hard to believe so many positive reviews, especially as there are a limited number of reviews whereby the experience is similar to my own. Anyvan is a contractor who send various removal companies to your move. However, the communication process is extremely poor, customer service never answer their phone/emails once you have booked and their staff provide differing information. I had been isolating for 5 months, away from my home. Therefore I had one week to sort and pack my belongings, ahead of the move. I booked the premium package, which I had been told involved the removal men packing my belongings, and their contents. I followed the instructions provided, listed all my items and furniture, to pack up my house. However, on move day, a small van and 10 boxes were sent. Customer service did not answer their phone and I ended up renting my own van, and packing my belongings into black sacks, myself. I was still charged full price, for the premium service, yet did not receive anything close to the service I had been guaranteed. I would urge potential customers to be extremely wary, and to look elsewhere, when planning a move.”

Helpful Report

Posted 5 years ago

“Booked for 1-5pm collection. Called them at 4.50pm to be told it most likely wouldn’t be done today. No contact from them. Truly appalling service.”

Helpful Report

Posted 5 years ago

“Don't use anyvan.com - they are TERRIBLE. They agreed to do a simple courier job but didn't do it and then refused to give any kind of refund or reorganise the delivery. Awful service - AVOID THEM AT ALL COSTS!”

Helpful Report

Posted 5 years ago

“DON’T USE THIS SERVICE! I had a terrible experience and continue to have no success in getting a refund of money which has essentially been stolen from me. You use these guys at your own risk, but my experience was HORRENDOUS. They were rude to my elderly father, refused to take the order (despite details having been given) and then were elusive and unhelpful in any follow-up.”

Helpful Report

Posted 5 years ago

“Absolutely appalling. Avoid at all costs. The drivers were in such a rush they smashed a loaded trolley into my newly plastered and painted doorframe and wall. They cut the pipe off of my washing machine, and then denied doing it. They left half of the items behind, leaving myself, a disabled woman, and my elderly mother to move it all ourselves. Customer services are totally uninterested and unapologetic. I've received an email requesting photos, quotes for the damage etc, so now have lots more work to do in the midst of trying to unpack etc. I chose to pay the £500 fee in order to make the move easier and less stressful but it has had the opposite effect. I just wish I'd read the reviews before booking. Hopefully this will help someone else to avoid the same mistake. Take your business elsewhere.”

Helpful Report

Posted 5 years ago

“Shocking. Beware!!! The service described on the phone turned out to be completely different to that provided. I tried to complain and even had the call recording to prove the miss-selling - but they just didn't want to know.”

Helpful Report

Posted 5 years ago

“Probably the worst case of being ripped off I have ever experienced. The service described was nothing like the service provided. They took my money and I ended up having to book someone else. The complaints procedure was non existent.”

Helpful Report

Posted 5 years ago

“Shocking. Beware!!! The service described on the phone turned out to be so different to that provided I had to book someone else and lost my money. I tried to complain and even had print screens and the call recording to prove it but they just didn't want to know.”

Helpful Report

Posted 5 years ago

“Don’t trust these guys. Completely awful. I was left completely stuck and the drivers refused to help. They told me the boxes I booked were too large and no one called to try to resolve. I lost nearly £300. The service agent was almost gleeful in his unhelpfulness.”

Helpful Report

Posted 5 years ago

“Don't provide any detail of their atypical and strict rules in advance, seemingly just to rip you off even more. Van show up outside the time slot you specifically pay for as many other reviewers have said. Because they're trying to cram in so many bookings to maximise money for them, they're completely unreliable. When I complained about this I was told it was obvious that I should have called them again to tell them the time of my booking - they alreafy know the time it's literally the whole point of booking. Why would I be calling them several times to tell them the time I'd already booked? Especially as they don't answer the help line. Would recommend booking an individual instead - prices are the same but the service would actually be what you pay for. Customer service when you call complain (when you finally get through) that they didnt fulfill your booking is awful, patronising and with an uneseccary attitude.”

Helpful Report

Posted 5 years ago

“I booked through them for a house move. As I initially wanted to be out of the property by 2pm , while I was putting my order online I contacted their customer service for advise regarding the booking slot. I was advised by a woman to book 10-12pm slot instead as If I booked 12-2pm slot, the driver can turn up at 2pm and that would be risky. I followed the advise. On the day a luton van with 2 men turned up at 10.00. I knew the van was too small for my stuff. They said I will have to pay if they I went over my 2 hours . slot. I called the customer service and they said that correct. They were very rude on the phone and did not want to take responsibility for the advise they have given me. I was left very distressed as I already paid 511 pounds for a 5 mile distance move and now they wanted to charge even more. The guy on the phone said a manager will call in 24h to discuss the misunderstanding but i have never received a call. I called after 2 days and I was told that there is no need for a manager to call as my issue was not their fault. I wanted to raise a complain so that this thing does not happen again to others and they said they don't take complaints !!!!! What a service !!! You cannot complain or talk to a manager!!! Please avoid at all cost. Rather book with a reliable service that avoids the stress on the day. Moving is already stressful but dealing with this scum company is even worse. AVOID AT ALL COST if you want a LESS STRESSFUL DAY. THEY DON'T take responsibility. When I said I am going to write my experience as a review , the guy just said, "that's fine go ahead", very rude with awful customer service.”

Helpful Report

Posted 5 years ago

“I booked my son to move from a 2 bed flat to a 3 bed house. The van!! Was due to arrive between 10 & 12 they arrived at 2.... with a small van, the guys were very nice but I knew we weren’t going to get all my stuff in that van. They said they couldn’t take my cooker washer and dryer as it wasn’t on the inventory, I didn’t even know there was one as all that I could highlight was the rooms. We paid 252 to move 6 mile, what they said they would take would only have filled a third of said van, we had to pay another 42.50 to fill the van but still had to leave loads of stuff behind. This company is rubbish, when dealing with removals previously you book a man and 2 men and a vehicle depending on flat, house etc and full or partial move. Warning please do not use”

Helpful Report

Posted 5 years ago

“Absolutely rubbish, she service, idiot Matt on the phones, take your money and send a fat man and his dumb kid, not professionals. Damaged my good and flat and the disappeared. Never ever use this company, they are @hit!!!!!. When you ask for money back then they show true colours, this review was from 3 days ago”

Helpful Report

Posted 5 years ago

ANYVAN is rated 3.4 based on 2,883 reviews