Name: ANYVAN
Address: The Triangle, 5 -17 Hammersmith Grove, Hammersmith, London, London Borough of Hammersmith and Fulham
Rating: 3.46

“most terrible expierience unproffesional over priced stay welll away ibooked them gave two different time scales to meet at storage unit first 8 am to 4 pm then changed 10 am to 2 pm called me last minute at home panicked to get theretook 9 miute walk was already in there two indan men no official anyman an or shirts on was delivering chest of drawers to someone else had to wait at storage unit for forty minutes went off to get water sure enough called me at shop 6 minutes away panicked to ge back thy said only 20 items moving out of unit i was shocked for £160 i lifted several bags out they moed only few boxes i looked at te amount in their big van was terrible wuld not take anymore muttered about dumping in outside my place as its few stairs up i took most upstairs myself asked me for tip i gave £10 cash £5 gift card bottles of water i could have booked £10 taxi for same job disgusting im kind partially brought up in the church dont like saying negative things but it was humiliating terrible ive asked for partial refund get officious negative replys from them laura her name not nice wont give one they are exploitive to the core im reporting them i had to find another van man who was much better sam with a van i got charged £216 as did not get my stuff out at certain date please stay well away zero out of ten”

Helpful Report

Posted 5 days ago

“Absolutely disgusting service. My sofa was damaged, dining table damaged, my children’s beds were damaged, items left behind. I paid £1600+ for reassemble and they didn’t even bother to put the triple wardrobe back together and broke my dining table so they couldn’t even put that together. Absolutely disgusting. Filled out the complaints form for compensation to replace my items that were damaged and all I keep getting is to repeat the forms. I will be contacting the ombudsman first thing in the morning. You shouldn’t be allowed to trade when you just go round damaging items and don’t even sort this out.”

Helpful Report

Posted 1 week ago

“I booked AnyVan for my student move, including collection, delivery and storage. When I originally signed the contract, my collection window was 12–2pm, but this was changed to 12–4pm just one day before collection. The driver arrived at 3:28pm, but my storage facility closed at 4pm and my delivery was scheduled for 5:45pm. This made the same-day delivery into storage impossible. My tenancy ended the following morning, leaving me extremely stressed and with very little time to figure out what to do with all my belongings. The customer service was absolutely appalling. I repeatedly explained my situation and was still told to simply reschedule for the next day, despite explaining that I would no longer have access to the property. During one call, the adviser accidentally left me off mute while laughing with a colleague while I was extremely distressed. I was also promised a follow-up call regarding compensation which never happened. I made numerous calls afterwards and was repeatedly left on hold for extremely long periods. I felt completely ignored and not taken seriously. After weeks of emails and complaints, I was offered £15 as a “gesture of goodwill.” Considering the amount of stress and inconvenience this caused me, I found this extremely insulting. As a student moving out alone, I trusted AnyVan to make the process easier. Instead, they made an already stressful situation significantly worse. I absolutely do NOT recommend AnyVan. The service was poor, the communication was terrible, and the customer service was honestly shocking. If you're considering using them for an important move, I would seriously look elsewhere.”

Helpful Report

Posted 1 week ago

Hi Saabiriin, Thank you for sharing your feedback. We’re very sorry to hear about the stress and frustration caused during your student move and storage booking. We understand how important timing and clear communication are when moving out of a property, particularly when tenancy deadlines and storage access are involved. We appreciate your concerns regarding the change to the collection window, the late arrival, the impact this had on your storage arrangements, and the support you received when trying to resolve the situation. We also understand your concerns regarding the communication and follow-up you experienced afterwards. Our Service Quality team would like to review your concerns in more detail, discuss your experience with you, and work towards a resolution. We appreciate the opportunity to address the issues raised and ensure your feedback is fully considered. Kind regards, AnyVan

Posted 1 week ago

“Never Use This Company!!! Very disappointing experience… I paid £482 for a moving service with AnyVan and unfortunately the experience was extremely disappointing from start to finish. The collection was supposed to take place within a 12pm–6pm slot, but the movers did not arrive until after 6:30pm. There was also an unnecessary issue over parking, despite the vehicle ultimately fitting into the space outside the property. The biggest issue at collection was the stairs. I had already disclosed during the booking call that the property was on the first floor with one flight of stairs. Despite this, I was told that I would have to pay an additional charge for the movers to carry my belongings downstairs. I therefore ended up carrying my own belongings down the stairs while the movers loaded them into the van. AnyVan later confirmed in writing that one flight of stairs should not have attracted this additional charge and that they had raised the issue with their partner. The delivery was also extremely late. The van left Plymouth at around 6:45pm, but my belongings did not arrive in Wellington until approximately 10:50pm–11:00pm. I had arranged for friends and family to be available to help me, but because of the delay they had to leave before the delivery arrived & their customer service team told me after that it states in their terms and conditions roots are not direct but I was not told this by the woman on the phone when I booked or the drivers on collection of my belongings. I was also extremely uncomfortable with the behaviour of the driver at my home. During the delivery, the driver asked me whether I knew where he could obtain cannabis/weed or whether I knew anyone who sold it. He also made comments about AnyVan being “a joke” and about the amount I had paid. I found this completely inappropriate and unprofessional. I reported this to AnyVan, who confirmed that the matter had been escalated for internal review. When my belongings arrived, some of my suitcases and open bags were covered in crushed polystyrene/styrofoam, and some white furniture had dirt on it. I was concerned by the standard of care taken with my belongings. I subsequently made a formal complaint to AnyVan. Despite acknowledging several of the issues I raised, their final goodwill offer was only £39… For a service costing £482, I expected considerably better communication, professionalism, care and customer service. Based on my experience, I would not use AnyVan again and would strongly recommend that anyone considering using them carefully checks exactly what is included in their service and what happens if there are access, timing or delivery issues.”

Helpful Report

Posted 2 weeks ago

Hi There, Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations and that you remain dissatisfied following our review. We appreciate the concerns you raised regarding the collection and delivery experience, communication, the conduct reported on the day, and the condition of your belongings upon arrival. These matters were reviewed by our Service Quality team, who investigated the information available and addressed the concerns directly with you. While we understand that you remain unhappy with the outcome, we can confirm that the issues raised were fully reviewed and the appropriate action was taken in line with our processes. We are sorry that the resolution offered did not meet your expectations. Thank you again for bringing your concerns to our attention. Feedback such as yours helps us monitor and improve the service provided to our customers. Kind regards, AnyVan

Posted 1 week ago

“DO NOT BOOK WITH ANYVAN! SOCIAL MEDIA IS LIE - THEY USE EXTERNAL INDEPENDENT MOVERS IN REAL LIFE WHO DO NOT WEAR ANYVAN UNIFORM OR HAVE AN OUNCE OF PROFESSIONALISM. THEY SCAM YOU BY CHARGING YOU EXTRA ON THE DAY IF YOU DONT GIVE THEM EXACT MEASUREMENTS OF EVERY SINGLE BOX BUT DONT TELL YOU ANYWHERE BEFOREHAND! MY DRIVER WAS LATE AND REFUSED TO TAKE MY ITEMS UNLESS I PAID 150 POUNDS EXTRA THEN REFUSE TO REFUND ME FOR THE 200 POUNDS I ALREADY PAID. I COULDNT GET AHOLD OF THE DRIVER OR CUSTOMER SERVICES DURING THE SITUATION. SRIVER TURNED UP AN HOUR LATE. THEN THEY LEFT ME STRANDED ON THE MOST STRESSFUL DAY OF MY LIFE. WHEN I FINALLY SPOKE TO CUSTOMER SERVICES THEY WERE SO RUDE AND CARELESS. NEVER BOOK WITH THEM EVER! WORST COMPANY EVER! SAVE YOURSELF THE FINANCIAL LOSS AND STRESS!”

Helpful Report

Posted 2 weeks ago

Hi There, We’re sorry to hear that you were unhappy with your experience. We’ve reviewed the booking and would like to clarify that the additional charge was not simply for the discrepancies in the items listed. The booking was made on the basis that parking would be available within 20 metres of the property. On arrival, the team found that the available parking was approximately 80 metres away, alongside the items being larger and more numerous than expected. This resulted in additional time and labour being required. We appreciate that you chose not to proceed with the additional charge and cancelled the booking, but the team and resources had already been allocated based on the information provided when the booking was made. For this reason, a refund is not due. We’re sorry the experience was stressful, but we hope this provides some clarity around what happened. Kind Regards, AnyVan

Posted 1 week ago

“The contractors had not been passed my instructions for valuable items and almost threw them into the storage unit, the items were redelivered damaged with AnyVan refusing liability. A total scam. They gave me a 20% discount on any future booking, but I can't afford the damages”

Helpful Report

Posted 3 weeks ago

Hi Mark, Thank you for sharing your feedback. We’re sorry to hear about the concerns you’ve raised regarding the handling of your items and the outcome of your damage claim. We understand how disappointing it can be to discover damage to belongings, particularly when you had provided specific instructions regarding valuable items. We also appreciate the frustration this has caused, especially where you feel the proposed resolution does not fully address your concerns. Our Damage Claims team has reviewed the information and evidence provided and has made an offer based on their assessment of the claim. We are currently awaiting your response regarding the proposed resolution. We appreciate you taking the time to share your experience, and your feedback regarding communication and the handling of your belongings has been shared internally with the relevant teams for review. Kind regards, AnyVan

Posted 1 week ago

“Very disappointing service – damaged belongings and poor customer service I am extremely disappointed with the service I received from AnyVan. The removal team were very slow when packing my belongings and, more importantly, showed very little care when handling and loading my items into the van. As a result, three of my household items were damaged during the move. Trying to resolve the damage has been equally frustrating. AnyVan’s customer service has been poor, and I have had to repeatedly email them myself to chase updates rather than feeling that my complaint was being properly dealt with. Despite the damage being caused during the move, I have only received a partial refund/compensation for the damaged items. To add insult to injury, one of the workers used my toilet and left without flushing it, which I found extremely disrespectful and unprofessional. Overall, the whole experience has been stressful and disappointing. I expected a professional removal service that would take reasonable care of my belongings and deal with any problems promptly when things went wrong. Unfortunately, neither happened. Based on my experience, I would not recommend AnyVan and would think very carefully before using them again.”

Helpful Report

Posted 3 weeks ago

Hi there, Thank you for taking the time to share your feedback. We’re sorry to hear that your experience with AnyVan was disappointing and that you were unhappy with both the service provided on the day and the subsequent claims process. We understand how frustrating it can be when belongings are damaged during a move, and we’re sorry that you felt you had to repeatedly follow up for updates. Your feedback regarding the handling of your concerns has been noted. We can confirm that the damage claim was reviewed and the compensation provided was in line with the level of compensation cover selected at the time of booking. We appreciate you taking the time to share your experience, and we’re sorry that we did not meet the standard of service you expected. Kind regards, AnyVan

Posted 1 week ago

“One of the worst customer-service experiences I have ever had. AnyVan confirmed a collection window of 12:09pm to 3:09pm. My mother, who is in her late 80s, travelled specially to my property to be there during that time. However, the driver arrived at approximately 10:30am and left without collecting anything. No collection or delivery took place, yet AnyVan marked the booking as completed. One agent initially acknowledged that the driver was early, but the company later contradicted this and claimed that he had arrived within the agreed window. Customer service refused to escalate my complaint and then demanded another £57 to rearrange the service they had failed to provide. I wasted hours dealing with this while abroad, and my elderly mother and the seller were seriously inconvenienced. The service was disorganised, dismissive and completely at odds with the impressive claims on AnyVan’s website. Booking AV 9572160. I am still awaiting a proper resolution.”

Helpful Report

Posted 3 weeks ago

Hi Hugo, Thank you for sharing your feedback. We’re sorry to hear about the frustration and inconvenience caused with your collection booking, particularly given the arrangements you and your mother made to be available. We understand how important clear communication and reliable timings are when coordinating a collection. We appreciate your concerns regarding the collection window, the communication received, and the handling of the booking status. We aim to ensure that all parties have clear information throughout the process and recognise the impact this situation had on you, your mother, and the seller. Our team has reached out to review your concerns, and we’re pleased to confirm that the matter has now been resolved. Thank you for giving us the opportunity to address your experience and work towards a resolution. Kind regards, AnyVan

Posted 1 week ago

“Absolutely furious, got a quote on a move Very happy accepted it Removal men arrived after about an hour they informed me the walk to there van was 60 metres the company only give 20 metres allowance in the quote and there were some steps to go down that also was not allowed. They wanted to charge me an extra £90. The men stopped work, we agreed on £80 they were then told continue. Obviously if I didn’t pay the extra They wouldn’t complete the job why give a quote if you don’t t honour it . Steer clear of this company they are not honest”

Helpful Report

Posted 3 weeks ago

Hi Corrinne, Thank you for sharing your feedback. We’re sorry to hear about the frustration caused by the additional charge raised on the day of your move. We understand how disappointing it can be when the final cost differs from the original quote. Our Service Quality team has reached out to discuss your concerns and offered a resolution - which has been accepted. We appreciate you giving us the opportunity to make things right and hope your next experience with us will be a much more positive one. Kind regards, AnyVan

Posted 1 week ago

“I booked to have my motorcycle professionally collected and delivered, Only reason booking with them was due to the glossy bike specialist literature, PLEASE BE ADVISED THIS IS FALSE, your bike will arrive not by any specialist equipment or staff it will arrive in a furniture removals van full off beds, tables, etc, etc. I complained I had paid a premium price for my motorcycle over £100 more due to what there marketing literature was informing me, got offered £15 voucher for future bookings, this I rejected and sent a very concise email to quality and resolutions I got no reply but sent a whatsapp message to Anyvan then was informed that it can take 5 to 7 days, waited over 9 days no correspondence, totally ignored, Just to make prospective customers if they think their motorcycle will be collected and delivered professionally they are being 100% misled, also my motorcycle was delivered 24 hours late, I had elderly relatives who are unable to look after themselves and with being late had to arrange care for them. Luckily my motorcycle was delivered without any damage. But please use another company to transport your motorcycle, Would have given no stars but doesnt show zero.”

Helpful Report

Posted 3 weeks ago

Hi Graeme, Thank you for sharing your feedback. We’re sorry to hear about the disappointment and frustration caused during your motorcycle transport, particularly around the expectations set at the time of booking, the delivery delay, and the communication regarding your concerns. We understand your concerns regarding the service provided and the expectations you had for a specialist motorcycle collection. Our services are planned based on the requirements of each booking, and we appreciate the importance of ensuring customers have a clear understanding of the service provided. We also recognise your concerns regarding the delay and the impact this had on your arrangements. Our Service Quality team reviewed your concerns and offered a partial refund in line with our policies, which was accepted. We’re sorry that the outcome did not meet your expectations, but we appreciate the opportunity to review your experience and address the points raised. Your feedback has been shared internally to help improve communication and ensure customers have clearer expectations when booking specialist transport services. Kind regards, AnyVan

Posted 1 week ago

“I honestly wonder how the van drivers working with AnyVan feel about the way jobs are priced. In my experience, AnyVan charges customers a substantial amount while offering van owners very little for carrying out the actual work. I was once offered a 2-man job covering 9 different locations for just £198. I rejected the job because the payment simply wasn’t reasonable for the amount of work involved. I was then warned that I could be removed from the platform if I continued rejecting jobs. As a van owner, I believe drivers deserve to be paid fairly for their time, fuel, vehicle costs and hard work. My advice to customers is to consider using local removal and van businesses instead. You can often get a more personal service, communicate directly with the person doing the job, and potentially get a much better price. Based on my experience, I personally wouldn’t recommend AnyVan to other van owners.”

Helpful Report

Posted 3 weeks ago

Hi there, We're really sorry to hear about the issues that you've raised around your AnyVan experience and would really appreciate the opportunity to try to resolve these. So that we can do this, can you please email qualityandresolutions@anyvan.com with your name, booking reference and details of your complaint? Kind Regards, AnyVan

Posted 1 week ago

“Changed my time window from 0700-1300 to 0800-1800 and could not be changed back. Didn't even arrive on time (1830 arrival) and then delivered my goods 12:30 AM - IN THE MIDDLE OF THE NIGHT. While I paid for the driver to move the boxes up to the 1st floor, the driver just refused, dropped everything by my door, and drove away. Absolutely appalling behaviour, and I definitely do not recommend this company at all. Avoid at all costs.”

Helpful Report

Posted 3 weeks ago

Hi There, Thank you for taking the time to share your feedback. We’re sorry to hear that you were disappointed with your experience and apologise for the frustration caused. We understand that you raised concerns regarding the collection and delivery times, as well as the service provided on the day. These concerns have been reviewed by our team and addressed directly with you, and a partial refund has been provided in recognition of the issues identified. Thank you for bringing this matter to our attention. Kind Regards, AnyVan

Posted 1 week ago

“A classic example of how the remote outsourcing model can fail you. Avoid if you can. They quote you from the bottom up and will put 2 people on a job. Don't book them to pack. Fingers crossed you get pros otherwise expect a very long day. They will also hit you for any changes you make or if for some reason you cannot exactly calculate how many boxes you need. Follow-up support consists of the usual PR BS and fill out a survey to do their market research for them. Go local - go small - support your local businesses. Never again.”

Helpful Report

Posted 3 weeks ago

Hi there, We're really sorry to hear about the issues that you've raised around your AnyVan experience and would really appreciate the opportunity to try to resolve these. So that we can do this, can you please email qualityandresolutions@anyvan.com with your name, booking reference and details of your complaint? Kind Regards, AnyVan

Posted 1 week ago

“Anyvan are con artists . I waited 4 hours for one of there drivers to collect from my house .they never arrived. There driver said nobody was at the house . They even have the nerve to charge me another 50% for a second collection. £345 down the drain . Extremely unhelpful . Once they have your money there not interested”

Helpful Report

Posted 4 weeks ago

Hi Neil, Thank you for taking the time to leave your feedback. I'm sorry to hear that you were disappointed with your experience. Having reviewed the booking, we were able to confirm that the driver attended the collection address as scheduled and made attempts to contact the phone number provided on the booking but was unfortunately unable to reach you to gain access to the property. I appreciate that this was a frustrating situation, and whilst we were unable to uphold your concerns, we do appreciate you taking the time to share your experience with us. Kind regards, AnyVan

Posted 1 week ago

“Honestly the worst customer support experience I have ever had. Their AI bot first introduced itself as a person then went on to cancel my booking without me asking. It then told me it hadn't cancelled my booking when in fact it had. I had to rebook at a higher price. When I finally got hold of a human, they didn't even apologise for the issue and refused to compensate me for the price difference despite the bot having clearly made a mistake. Wouldn't even escalate me to a manager or complaints team. Honestly never seen something this bad before, laughable.”

Helpful Report

Posted 4 weeks ago

Hi There, Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and apologise for the frustration this has caused. We understand how disappointing it is when a service does not meet expectations, particularly when it relates to changes to a booking and the support received afterwards. A member of our Service Quality team has reached out to you directly to discuss your concerns and work towards a resolution. Thank you again for bringing this to our attention. Kind Regards, AnyVan

Posted 1 week ago

“Terrible customer service. They use AI for everything, it's hard to speak to a human and the AI gets a lot wrong. Do not use AnyVan.”

Helpful Report

Posted 1 month ago

Hi There, Thank you for taking the time to share your feedback. I am sorry to hear that your experience did not meet your expectations. We are currently trialling AI-assisted support tools to assess how they can enhance our service offering. Customer feedback plays an important role in helping us understand what is working well and where improvements may be needed. Your comments have been shared internally and will be taken into consideration as part of our ongoing review of these systems. Thank you again for bringing your concerns to our attention. Kind regards, AnyVan

Posted 4 weeks ago

“We hired Anyvan service fir my sons move from central London to Canada water This was a one bed removals We explained that the move needs packing and moving and involves some larger items which will need stairs to be used from the place they are moving from. What happened was the worst experience of our lives The people they send had no clue about the packing service so they did not bring anything to pack with. They demanded extra money for that. They then said they did not know about the stairs and demanded extra money. We initially paid the £960 for the whole service in full. After that they refused to move the things saying that we needed more money. Then there was 2 hrs spend talking on the phone with us and with the movers who where basically 2 people with a van the company contracted They had no experience in moving or packing They had no packing materials. They kept harassing my son to do things faster and that they had another job up go to. It was so terrible that my son who is 21 and a student was in tears Please don’t ever use these people We where charged a further 368 pounds after a lot of bullying towards my son and us”

Helpful Report

Posted 1 month ago

Hi there, Thank you for taking the time to share your feedback. I am sorry to hear about your experience and the concerns you have raised regarding the additional charges applied on the day of your move. A member of our Service Quality Team has reached out to you directly and is currently reviewing the circumstances surrounding these charges to ensure your concerns are fully investigated and addressed. We appreciate you bringing this matter to our attention and thank you for your patience whilst the review is ongoing. Kind regards, AnyVan

Posted 4 weeks ago

“Extremely disappointing treatment of a long-standing customer. We have used AnyVan since 2014 for both private and business bookings, but after the way they have handled this matter, we will not use them again. We gave AnyVan the exact dimensions and weight of the item, together with the collection and delivery details. We had people waiting at both ends to help get the job done. The driver then turned up in a damaged van that was already full of other items and simply could not fit what he had been booked to collect. He told us he would be back in around 30 minutes. We took him at his word and waited. He never returned, the item was never collected, and the service we paid for was never provided. What has made this considerably worse is AnyVan’s response afterwards. They have claimed that they called us when the driver arrived. They did not. We received no such call. They now say that because we did not contact them immediately and provide “proof” that the van was full, they will keep our money. How exactly is a customer supposed to know that they need to photograph the inside of a driver’s van as evidence for a future dispute, particularly when the driver is standing there telling them he will return in 30 minutes? AnyVan knew what they had been booked to transport. Their driver arrived unable to transport it, failed to return as promised, and the job was never completed. Yet somehow they have decided that the customer should bear the loss. After more than a decade of using this company, I find their response astonishing. Rather than properly investigate what happened or acknowledge that no service was provided, they appear more interested in finding a reason to refuse a refund and close the complaint with their “final stance”. We do not accept their version of events, we do not believe this complaint has been handled fairly or in good faith, and we no longer trust AnyVan with our business. We now use Shiply regularly and, so far, have had none of this hassle.”

Helpful Report

Posted 1 month ago

Hi there, We're really sorry to hear about the issues that you've raised around your AnyVan experience and would really appreciate the opportunity to try to resolve these. So that we can do this, can you please email qualityandresolutions@anyvan.com with your name, booking reference and details of your complaint? Kind Regards, AnyVan

Posted 1 month ago

“VORSICHT VOR ANYVAN! 6.000€ bezahlt, Vertrag gebrochen! AnyVan vermittelte ein Subunternehmen, das nur einen 18-Tonner schickte – viel zu klein! Möbel blieben stehen. Das Schlimmste: Die Verlader kamen betrunken zum Dienst und demolierten alles! Danach dreiste Lügen, mir wären meine Sachen egal, um sich aus der Haftung zu stehlen. Keine Erstattung von AnyVan. Online-Strafanzeige wegen Betrugs läuft. Finger weg!”

Helpful Report

Posted 1 month ago

Hallo, vielen Dank, dass Sie sich die Zeit genommen haben, Ihr Feedback mit uns zu teilen. Es tut uns leid zu hören, dass Sie mit Ihrer Erfahrung unzufrieden geblieben sind. Da Ihre Buchung über unsere Rückwärtsauktionsplattform vorgenommen wurde, hat der Transportdienstleister den Auftrag direkt angenommen und durchgeführt. Daher sollten alle Anliegen bezüglich der erbrachten Dienstleistung zunächst direkt mit dem Transportdienstleister besprochen werden. Es tut uns leid, dass der Umzug nicht Ihren Erwartungen entsprochen hat, und wir danken Ihnen, dass Sie uns auf Ihre Bedenken aufmerksam gemacht haben. Mit freundlichen Grüßen AnyVan

Posted 1 month ago

“I dealt with Alex on the sales team. He was helpful seemed and to grasp the large scale of our move. I booked our move. The movers phoned at 12 the day before the move was planned asking if they could get a head start, as it was a big job. I agreed. They turned up at 5PM in a shabby van. I never knew their names. They did not use floor coverings. The van said Astra Removals, 01202 042387, reg DU16YTF. I immediately had a bad feeling. They wanted to move the big items ahead of the originally planned day. They did not speak English for most of the time and doom scrolled on their phones 100% of the time - including while moving large items down our stairs. They asked to move the items to the new property without us being present, which I did not agree to, based on their unprofessional manner. They left at 8:15PM for a 1.5-2 hr drive to the other house. They wanted to unload the van to be ready for the following day, the actual day the move was booked for. The new place is remote. My 14 year old daughter and I ended up helping unload the van for an hour in the dark. They did not want to deal with the stairs so late. We agreed to move everything to the garage in the interest of time. It was midnight when we left. We felt uncomfortable with the situation. Most moves are very delicately timed, so we were trying to make the best of it. The next morning, they said the boxes AnyVan had ordered were late and being delivered to the driver's mate's sister's house nearby. I had 50 large boxes, 20 small boxes, and 10 wardrobe boxes ordered on my booking. They arrived at 11AM and were all small boxes plus wardrobe boxes. The dimensions on the boxes said 52x30x30cm - they were flimsy and single walled. I complained about it immediately, but the 2 guys said these were the boxes that were ordered. There were not 50 boxes in total. Around 11:20 that morning, all I could hear was glass loudly moving around in boxes that were carelessly being thrown into the van. Thankfully, *most of this is on my Ring doorbell footage* as whenever I had my phone out, the driver would get right in my face and ask what I was doing with my phone. I have footage of me tearfully saying, why am I hearing glass all the time? I'm sure I shouldn't be hearing that? It only got worse from there. They were LITERALLY on their phones the entire time they were in our house.There was SO MUCH TIME when they were sat watching videos or chatting, which is why it took longer than planned. My daughter saw one of them look in one of our boxes, remove her phone charger from the box and use it with HIS PHONE IN OUR HOUSE. The wardrobe boxes were stuffed with nice clothes smashed into the bottom of the box, some hanging and others smashed into the top - carelessly taped together and crushed when we arrived at the other side. They were rude, intimidating, careless and angry. We hid from them most of the time. As a single mother with 3 children and a big house move, it was a difficult situation. They packed up most of the rooms-but not the kitchen-by the end of 22 July. They left at 7:30PM for another late delivery. When the van door opened, the flimsy boxes had all collapsed, in a crushed heap leaning against the side of the truck. I was horrified but was unable to take a picture. I do have photos of the boxes after they were unloaded. Many broke as soon as they were picked up, as they weren't even taped at the bottom. It was beyond distressing. Both nights, we came back to the property we were moving from around 1:30AM. Again, they did not want to 'deal with the stairs' in the new house late at night and again, my daughter and I were there helping unload as the driver mainly sat on his phone. After delivery on the 22nd, the driver said we had used all our boxes. They had spent 2 days with us and that was what was booked. I argued that the boxes were the wrong size and not fit for purpose. They said if we wanted to finish the move, we would have to pay extra for more boxes in cash, in advance or they would leave. They said it would be £430, which I paid. The next day they were angry and awful. They took the drawers from our kitchen and just dumped them into the boxes. Our nice plates and dishes, unwrapped. Everything just thrown in. All we could hear was glass. We crept in and took our Christmas plates and hid them. They did not unload the heavy kitchen boxes - we did. One guy put furniture together while the driver stood on his phone with his back to us. We just wanted them to leave. They said if we had a problem later, not to contact AnyVan. On a recorded line on 24/7, AnyVan said Astra should never take cash and would repay us the £430 - they haven't. They admitted the boxes were the wrong size and gave us a 'goodwill' payment of £100, but after unpacking the disaster they created, distress and fear, it's insulting. Extortion is illegal. AnyVan partners with criminals, therefore the police should know. I fear these men knowing where we live and feel this incident should be reported. I have extensive CCTV coverage and Ring Doorbell footage of the property we left, so they will be easily identifiable.”

Helpful Report

Posted 1 month ago

Hi there, Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and appreciate the detail you have provided regarding the concerns you encountered throughout your move. This is not the standard of service we aim to provide, and we understand the frustration and distress that the situation has caused. A member of our Service Quality team will be reaching out to you directly to discuss the concerns you have raised and review the matters in more detail. Thank you again for bringing this to our attention. Kind regards, AnyVan

Posted 1 month ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 87%
Accurate And Undamaged Orders	Greater than 83%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	2.9 out of 5

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