AnyVan
Reviews and Complaints

This is concerning the transportation of the goods from my home in 21 Cornwall Gardens to Harrow. Booking Ref. AV 745 7805 on July 7, 2022.

1) The booking was made by me on 30th June before 10am with anyvan representative at the other end. I didn't remember the person who took the booking. I said 25 medium size boxes with about 20 kg each. I also mentioned the maximum size of the box being 53x53x41cm. The person at the booking did say this is ok and the booking has mentioned 3.1cubic meters.

2) Today, when the movers came, I had 10 boxes of size 53x53x41 with about 20 kg each, the rest of the 9 boxes were smaller in size with less than 15 kg, and some of them were just about 5 kg. Further, I had two suitcases, computer monitor box, mixer box, and few other very small items. In total I had 27 individual pieces.

3) The driver Alexandru and his buddy came to collect the items today. The timing as per the anyvan instruction was 2-4pm. But the driver called early and forced us to collect items early which I agreed. This to me very unprofessional as the timing was initially suggested by anyvan and then the timing is changed by the driver.

4) Thereafter, the driver and the buddy started arguing with me about the size of the box and the weight of the box. They wanted more money. The buddy even asked me to lift one box by myself, which I did easily. Then he asked me climb up, which I denied. Completely unacceptable behaviour. Why as a customer I have to argue with the driver on the road to whom I didn't do the booking. This should have been dealt by anyvan office people rather than the driver arguing with me on the road.

5) Their repeated calls to anyvan office and complained to the front desk has been rejected by your office people, and finally they got hold of Dean. He called me and asked for extra 50 pounds, which is really a rip-off after agreeing to an amount by purely based on the statements from the driver. Dean was explaining medium size box shall contain only 10 kg, which must be a false statement to make.

I am very unhappy with the service of anyvan, and it is not just because of the 50 pounds. But this very unprofessional behavior of the team as well as the lazy driver and his buddy. Just my friend called me and tole the driver asked for my friends help just because the boxes are heavy. Why do you guys charge me for two people, when these people doesn't want to work. Sorry to say, I will not try anyvan again.

Bye

Suresh

Appalling service. This is not a company. They contract out to 2 men and a van sites and charge extra as you think you are using a professional company.

Their vans are not liveried and neither do the men wear anyvan uniforms as suggested in their marketing.

We made it clear to anyvan that it was impossible to recall all items put in storage 9 months ago. I did recall most of the large items but in any case I explained that we had 175 square feet of storage that needed to be moved.

It was quite clear to my husband that the van that turned up was inadequate for the task. He also found the 2 men extremely unhelpful and seemed more interested in taking photos than engaging in a solution and demanded an extra £400.00 to do this job.

Of the items listed, the ottoman, washing machine, 2 bar stools and dresser were left behind. The top of the dresser has disappeared along with a roll of copper cable and a treasured Print. In addition our £600.00 TV has a cracked screen. As we could not find a photo of the TV, they said their insurance would not pay. Who has a photo of their TV?

When what they had loaded was delivered to our new home, they simply drove off, told us they were going to get fuel and were going to contact the office and enquiries at your office informed us that they were not returning. This was around 2pm. We needed to clear storage by 4pm or incur costs. This cost was £74.00. My husband then had to take Monday off work as did I to hire a van and empty the storage unit. 2 days work lost and an extra £80.00 in hiring a van.

We did 4 runs in large cars to help clear storage but obviously could not get the ottoman, washing machine and dresser in cars.

We booked your service as my husband has a heart condition which does not suit heavy lifting. He then spent 2 days doing just that.

It was the worse move we have ever experienced. Charged around £1,000.00 and suffered losses that double that.

AVOID!

My mum paid £2700, for what? NOTHING! travelling 500 miles north, turns up in a much smaller van then paid for, a FULL list was sent so they knew EXACTLY what they were taking. Left half of the items behind, demanded another £700 out of her to then get these items ( they didn't even turn up for them)!

Don't speak a word of English! VERY RUDE! Oh and to top it off STILL waiting for our first load of stuff to arrive!

SEE YOU IN COURT SCAM ARTISTS!

Got online quote to move a piano, using pop-up on Gumtree. They had all the detail - piano detail, addresses etc - then after taking payment they rang me and said it would be 3 times the price, because their website hadn't recognised that it was a piano I was moving. In my view, they've sold me a product for an agreed price so they should honour that. They're clearly relying on people saying 'oh go on then, I need it moved so I'll pay an extra £250'. Refused to budge on the phone.

If you want professional reliable service do not use this company as you will certainly find that they are neither of those. I booked a move of a few items which was not cheap I tried to add a few other items the additional cost was the price of me hiring my own van for the day so I gave that a miss. Despite speaking to the customer service team on numerous occasions and being assured I would get a definitive time slot which I had to pay for in the first place to narrow it down to a morning an additional £8. Even on the day I could not get a pick up slot as I pointed out I was over an hour away from the pickup and needed notice go get there as mentioned in my initial booking and paying for the narrow time slot. I spoke to customer services the day before having not had promised definite slot, they assured me the driver details would follow that evening and he would be in touch and she would note it on my notes as my slot was 0800 but they never did. I spoke to the driver at 0715 on the day of the pickup, 8 to 11 slot, when the link to track my driver became live and he assured me he would call me back in half an hour after initially telling me he might know in 2 hours and I never heard from him again. I called to complain and the customer services rep was very dismissive, not helpful, no apology or excuse. He told me there would be no refund at all even after the poor service. I made him aware of the review I would leave as this is our only weapon against these companies and he told me to go ahead and didn't care less. In short £103 to move a couple of items of furniture and some boxes was extortionate and the service was unachievable as they couldn't tell me where my driver was. The time slot I had to pay extra for was 3 hours and I was told that I would get a definitive time 24 hours before so I could plan my pickup and get over there. That never happened and even an hour and a half before the end of my slot they didn't know what time my pickup would be. Customer services are very unhelpful they assured me I would have a definite time 24 hours before when I booked and be given a time 24 hours before. They assured me I would get the driver details that evening so I could get a time and that never happened and when I complained I was told effectively, tuff, no refund, no hint of an apology or after sale care and they kept my money. Get a local man in a van £50 a van l from A to B. I wish I had done that but looked for a little bit more professionalism and certainty and the only certainty I got was I could have hired a transit for 2 days myself for the price I paid and they half way through my 3 hour time slot could not tell me where my driver was.

I have since had a vague reply from AnyVan telling me the live tracking only activates 30 minutes before the driver turns up. This is not what is advertised and not what I was told 3 times but it does explain why no one knew where the driver was. Again a vague half hearted apology like the service that was on offer, I would nor recommend Anyvan to an enemy and they kept my £103 as a final smack in the face.

18.06.21
I am writing as I am disgusted by the service we received with our recent house move. Ref No: AV 690 0035. As if moving house isn't stressful enough! We were booked for AnyVan removal for the morning of 18.06.21. At approx 6pm on 17.06.21 my husband received an email detailing that AnyVan could not fulfill our order. We were in the process of packaging our last items and luckily saw this email. I am utterly disappointed that they didn't even have the decency to call us to discuss this with us. We were both straight on the phone and got fobbed off with an online chat! I eventually got through to a real person and said that I was not willing to end the conversation unless our problem had been dealt with and resolved. I can't express my feelings strong enough that the night before you are due to move with two young children that your removal company have let you down, I was very distraught and couldn't stop crying/screaming!
Just when you think things couldn't possibly get any worse the removal men picthed up on 18.06.21 over an hour and a half late and with a very small van, not big enough to fulfill our order. Subsequently they had to make two trips and a few of the items we'd booked and paid for we ended up taking ourselves as they had no space.
I am utterly disappointed/disgusted by the service and price we ended up paying and will not be using you again or recommended you to anyone. I have every intention of writing the same review on your trusted pilot unless this complaint is dealt with.
Yours
Mrs Shelley & Mr Lawrence McGraghan (AV 690 0035)
shelley. [protected]@hotmail.co.uk or [protected]

Ref: AV 686 0047

Sir,

Apologies for writing but emails etc are being ignored and your chat people are unable to help.

This is in regard to a motorbike to be collect in kent and delivered to cheshire.

I have been offered a 50% refund on this unfulfilled job which I accepted at the time because you showed me a photo from the driver. This showed that the driver had indeed been outside my daughters house, leading me to maybe think my daughter had somehow missed the collection.

Since then, other details have come to light and I can now say categorically, that the fault is with your driver, not my daughter.

My daughter waited at home all day on saturday awaiting collection.
At no time on Saturday 24th April, did anyone contact me or her to say when my bike would be collected.
At no time did anyone say that the driver would be late due to traffic.
Despite several calls to your call centre where I was assured that the driver would call me, he did not until 18:30 - 30 minutes after your stated latest collection time.

I spoke to the driver and made arrangements for collection the next morning at about 08:00. My daughter was waiting at home and had clearly stated, again by phone to the driver, that she had to leave at 08:30. Please note that the driver obviously had both my daughters and my phone numbers

You show a photo from your driver, but no time stamp so this could have been taken anytime. I note the curtains are open - something my daughter does when she gets up and that her car is outside (she uses it for work) so clearly she was 'up' and at home.

At no time on sunday morning did your driver make any attempt to contact me or my daughter either by phone or text. No one rang the door bell or knocked on my daughters house. My grandaughter was just inside the front door at that time and would not have missed the bell or someone knocking.

If, as you state, the driver waited 15 minute after the 08:10 call to collect, why did he not bang on the door, ring the bell, telephone or text either my daughter or myself? Phone records attached show no attempt at contact.

Why did he not answer his phone when my daughter called at 08:24 and and 08:27? (or my own messages and phone calls at 08:29? )

He had also stated to me when I spoke to him on the Saturday evening, that he would not mind if I cancelled as he had 'loads of other work'.

This is clearly not a case it being our fault, or of 'no one at home', but of your driver not making, or attempting to make, any contact with either myself or my daughter either on the saturday or the sunday.

My daughter waited in all day saturday with zero communication and was late leaving for work on Sunday, again through lack of communication - something that was absolutely no fault of hers.

I accepted the 50% at the time your people contacted me, as I did not have any counter proof that your driver had been at the house and was maybe missed by my daughter. It is now obvious from the call logs that no attempt was made by your driver to make contact.

I would therefore like a full refund and the other £104 returned to my account.

Thank you.

Needed quick transport for items described above. Couldn't get payment through on Sunday morning as problem with online payments system. So called and went through details person to person on phone - for delivery of said boxes Tuesday 16th Feb 2021 10:00 am - 16:00 pm delivery slot. Went through all details when booking, or what I assumed were the salient details. Pleased to receive a message saying slot was narrowed to 10:00 am to 1:00 pm. Even more pleased that I received a message to say the drivers and the van would be here at 10:00 almost on the dot. So everything safely loaded. Then I say I'll just get my coat on to come with you. The main driver, an Eastern European said "No, you can't, we don't do that". I said "er, there's no one at the drop off property to let you in and receive the boxes". To which I was told "you'll need to make your own way over". "Ok" I said "well I can get there by bus, three buses (two connections), I can get there 11:35 or thereabouts" (as they'd told me they were picking up other items for customers en route). "No" I was told "too late". "Do you want to phone the office". At this point I started to say that the boxes would have to come back into the house, and that I hadn't realised the kind of outfit I was dealing with. They seemed not to want to take the boxes off the van at all. After I requested 4 times that they unload my boxes they did so rather obligingly, then phoned head office to inform them of the problem.
I got a call just after they left, telling me that these issues should have been discussed when booking, and that had told them I needed time to get over to the drop of property I could have had that factored into my booking and arranged for a drop off at a time that suited my and their schedule. I was offered a re booking at a 50 % surcharge for another day. When I complained online I was told these issues should have been raised when booking and that it was a matter of common sense. I was sent the paragraph in the 'Terms and Conditions ' smallprint pointing out that the customer or their representative must be at the delivery property, but these issues are not brought to ones attention either on the online booking form or by the telephone assistant taking the booking and payment. The 'chat ' assistant I spoke to was very polite to me, but he did say that sometimes people think they're a taxi service - not just a delivery service and that they are a company like Hermes or UPS. However I just feel that I wasn't asked enough when I booked. I think I should have been asked " Are
you or you're representative going to be at the delivery point to accept the items at our allotted time slot? And if not would you like an extension to the delivery time to allow you to get there? Anyway I've decided not to re book with them. I feel I've wasted £37.00. And yes I could have gone into more detail and read the Terms and Conditions. But it's not completely clear what kind of a service is precisely being offered when you reds their website and book online. It doesn't fully and easily make clear the precise dimensions of the service or the variables in the main text. Thank you.
Yours sincerely - Timothy Waite [protected] email [protected]@yahoo.com

Refund please!£500The ‘driver' harassing me hours yesterday evening-illegally-for payment not due till delivery-lied said was at destination at 10pm (at two pm had said would arrive at 9.30
And demanding pay him! We'd paid deposit-nothing owed till drop off-at 6.30Saturday-said was in France at house-now the next day he been phoning texting now 1.30 pm he said can't find house and send photo of neighbours house.
At the time complained to Anyvan chat staff Francesca and Liam as the driver abusing bully aggressive demanding pay and threatening not to deliver demanding another payment for extra £15 then reduced it to £9 for alleged paypal fees when we had already agreed no fees - racist bullies desperate begging for money as not in contract when the job not even done and treating us like absolute *as they racists tg.[protected]@gmail.com - Refund:Deliver Chr37is/Krzysztof Giedrojc

I have booked a service with AnyVan for a distance of around 1 mile range from source to destination and I have following concerns
1. The person who came to pick items is rude to me used unprofessional words. Also he went back while I was discussing with him.
2. Then the customer care lady called and told it will cost additional amount whereas my intention was not to opt for service from the person who behaved rudely at me. Then she also shown he unprofessional behavior which led further not to opt for service at any cost. Then she showed anger and told if I cancel I will lose the whole amount.
3. When I am not interested with the person how can I opt for service, hence I asked to cancel it.

Here I am writing to express my dissatisfaction towards their service and professionalism. Is it the right way to treat a customer. Very disappointed experience. Request to investigate and take proper action.

My move details
Service No.: AV 638 2935
Email: [protected]@gmail.com

DO NOT USE THIS COMPANY - THEY ARE FRAUDULANT AND UNETHICAL.

The service that you get have no relation to Anyvan - ignore all the uniforms, vans and branded merch as advertised online as these jobs are outsourced to unrelated "man with a van" services.
Would be a complete roulette of luck as to whether you get a good service or not - ours was awful and Anyvan have refused to refund anything for the premium service which we bought and did not receive - customer service absolutely diabolical. We have incurred significant losses and gained absolutely nothing from instructing Anyvan. Fraudulent and unethical organisation - DO NOT BE FOOLED BY SMOOTH TALKING SALES PEOPLE.
A few of the endless faults in the service we received:

- Late arrival (one man instead of 2)
- No prior experience of packing (we paid for a packing service and were promised they were confident and regularly reviewed)
- Failed to bring boxes/ packing materials which we paid for (so we had to source and pay for these ourselves)
- Service took 8 hours instead of 2 as sold
- Needed to rope in family and do multiple trips ourselves to help with the process (in 30 degree heat with a small baby which is why we bought the premium service and what we wanted to avoid)
- Expected to help unload the van at the other end resulting in injury that led to time off work
- Multiple £ thousand pound damages done (e.g. sofa not protected and other high value items damaged) to which Anyvan's only response was to claim on insurance
- Rude and uninterested Anyvan staff at every point who couldn't care less if you've had a bad experience with their organisation.

DO NOT USE THIS COMPANY - THEY ARE FRAUDULANT AND UNETHICAL.

We made an oder to move some furnitures. But the AnyVan staff refused to move a sofa. No service call available to help us solve the issue. AnyVan left the sofa but moved other staffs. We had to make another oder to hire two men and a van to deliver the sofa next day. We paid £170 extra for the new delivery. AnyVan agreed to offer a £56 refund, but that even failed to compensate our extra spending, not mentioning the time and sufferring from the poor service and respondings of AnyVan. My requirement is a full refund of our payment £283 for our delivery.

anyvan booked to collect table and 8 chairs on 19/1/19. the table was too heavy for the van driver and his colleague to pick up. the driver estimated at least 150 kilo. the seller had spoken to driver on 18/1/19 to say table very heavy(quartz compound top) and a 3rd person would be waiting to assist them with moving the table, and that they would need a trolley to help with the move. the driver said 4 men needed to lift the table. he had not brought a van with a tail lift and said they would not be able to lift the table up into the van, which might not be able to take the weight.
i spoke to anyvan several times on 19/1/19. the job was cancelled by me and i asked for a refund. anyvan said that I could not have a refund because the booking by me did not include details of the weight of the table. i pointed out that the weight of the table was not asked for anywhere on the booking form, and that the driver had been told that the table was very heavy (see above) on 18/1/19.
i'm writing on afternoon of 19/1/19, wondering what to do next, as anyvan want another £100+ added to the initial £108 to go back and move the table with 4 men and a van with a tail lift. i have cancelled the table with the seller as the new cost of collecting the table and chairs is almost as much as the table and chair's cost. all i want is a refund of my £108

@AnyVan are a bunch of charlatans. With less than 24 hours to go, my price (which I'd already paid) has been hiked up to the point where I've cancelled it altogether. I'd rather delay my house move at significant cost to myself than bring business with these deceitful, scam artists. I used their own online booking tool and spoke to a member of their team to ensure clarity during the booking. With merely hours to go, I've now received a call telling me that my price had to go up because I hadn't given them sufficient information. Just to emphasise, this was meant to happen tomorrow. Looking at other reviews, this seems to be a reoccurring scenario. The lesson here; is that you should just pay a little more up front, deal with a real person, build a relationship and get someone who cares about the job to work with you. As if that wasn't enough, dealing with Anyvan's ‘customer service' team during an already stressful time (moving home) is one of the most unfortunate tasks I've ever had the misfortune of taking part in. I'm still waiting on my refund too. I wonder how long that will take…Pathetic.

I booked a van from London to Birmingham and decided to cancel this on the same i booked it. However, someone from customer services stated that i have to cancel 48 hours before or i will only recive 50% of my money back . Forgodsake, how on earth can i cancel 48 hours before when i booked it on the same day? Like should i cancel it before even booking it ? This is insane, absolutely disgusting. I am very unhappy, im having issues with this company twice now. Learning from my mistakes i will book from this company every again. Additionally, the customer service doesnt even give enough information and details customers, especially to first timers.

The "policy" cannot apply to every single individual as every case is different. Now, i was forced not to cancel my booking because i cant recieve my payment back. Like, just because the company have the customers money doesnt make them have the power upon them, this is extremely unfair.

Their team broke my table and said it was my fault. I didn't know how to prove them that the table wasn't broken.
I called customer service and their machine asked me to wait for several minutes. Instead of several minutes, I waited 40 or 50 minutes. Well, it was too long. They apologized for their employees' behavior and offered to pay for the table repair. I needed to send all the information to the representative call Maria via email. I did it fifteen minutes later.
Since then I never heard back from them. It's been 2 weeks since this conversation was held. I called several times after this, but no one picked up the phone. Great. Nothing else to say...

Very professional of them to blame me for something I haven't done. That fact that you delivered a broken item doesn't mean I broke it. How would I do this?
I called their customer service hoping to find an agreement, but they kept blaming me and said there was nothing that they could do for me. Of course. It would be silly of me to expect something good from you.

My mother went through Anyvan to find a local piano removal company. The piano arrived on 9August and the company Anyvan subcontracted out to did not give my mum any paperwork. The man dumped the piano and left. My mum immediately noticed that there was a chunk missing out of the piano and phoned the driver who did not answer. She kept phoning him till she got an answer and the driver denied he had damaged it and became aggressive on the phone to my mum and hung up.

My mum then went to anyvan as that's who she booked it through. She has phoned their customer services everyday and everytime has been promised that someone would phone her back which they NEVER did.

I then raised a complaint to Anyvan and was again told someone would contact me within 24 hours, needless to say that didn't happen. Neither Anyvan or Strathmore Removals (who was the given the job by anyvan) has had the decency to admit liablility or even speak to me or my mum and try to resolve the complaint.

Negative reviews of both companies have been left on all social media and all review sites to no avail.

My mum was left the piano by her late sister and it being damaged has just ruined the pleasure of receiving it.

Will NEVER use either Anyvan or Strathmore Removals ever again and will tell everyone I know to AVOID at all costs. Disgracefull

I booked a job with Anyvan and I tried to be flexible as I could, but unfortunately the owner of the dining table said she won't be available on Wednesday and needed it moved on Tuesday. So I had to cancel with regret of course because it was a inconvenience for the driver.

Also when I cancelled I couldn't get back my £15 deposit. The customer service person said my account will be credited. He said I have to use it to use it on another job. Even though I told him at that time that I have another job for the same driver, he said I have to rebook my job again and the driver can send me quotations then I can select him to get my £45 quotation and £15 deposit.

So I had to book again via gumtree for a Sofa and the quotation was £45 in total same as the previous quotation. But when I selected it took me straight to book now and gave a different driver ( I had to cancel because it gave a higher quote ) and my deposit wasn't deducted either.

when I phoned customer service they were not understanding and helpful.

Why couldn't the customer service team tried to help me the first time when I phoned them regarding my second job.

He knew I arranged the Sofa collection with the same driver again and he could have allocated that £15 I paid for the previous job which I had to cancel.

I'm complaining because of the attitude they showed to me and for making this a lengthy process. I checked your online reviews and I am not the only one who had to cancel a job and be so not flexible. It can happen and it wasn't in my control to manage their times. So why hold this grudge against me for cancelling it

Why couldn't this customer service team reallocate the new job with the same driver for on the same day I cancelled. Because the job time and date was arranged with the owner of the sofa and the driver.

Today the customer service is saying to get it delivered I have to go with the driver they allocate and pay a higher quote.

It would have been easy if the customer service helped me out the first time when I called them to say " I'm sorry I had to cancel the first job for dining table but would like to reallocate the same driver for Wednesday delivery at 7pm for a Sofa. Because he and the owner of the sofa agreed on the time and date it easy for me than going through another driver "

The customer service teams lazy attitude and unhelpful manner is very appalling. The way they talked was so rude and inflexible.

Also I think they lack the knowledge of how to deal with a situation and I wasn't informed properly what to do and how to book to get my money back . Only today they said I have relist via the Anyvan website to get £15 off not through gumtree.

Why wasn't I informed in the first time when I phoned

Very poor service and but huge attitude

I called AnyVan and made a booking. Said that I needed to move some pieces of furniture. They asked several questions, we discussed all the details and they said that someone will arrive next morning.
When no one arrived I contacted these guys and they said that driver was stuck in a traffic jam and asked me to wait. Waited all they and no one ever showed up, and when I tried to reach AnyVan they did not reply.
Absolutely unreliable company, should have checked the reviews first.