AnyVan review: Awful, awful, awful

I was persuaded to use Anyvan by the tv advertising, a flyer through my door and plugging by the estate agent. My experience was truly terrible. I wanted a complete house move, because of my ill health and mobility issues following major surgery and chemotherapy i needed a 'full pack and move service'. (I also advised that i am also a carer for a disabled partner). They said i would get a 'premium pack and move service'. I fully explained the size of my property in Kent, and my health issues etc at the point of booking. The quote was £2,098.
I was not given a dedicated contact as promised, i was actually given a fake email address for my contact '[protected]@anyvan.com'.

For a 4 bed bungalow, i was fielded a small van and just 2 men (from Birmingham). They (and i) did three trips in 37 degree heat not expected for me, when i am still ill. When they left at 10pm at night to return to Birmingham, a large proportion of my possessions were remaining, not packed or moved, and they hadn't left me any boxes.

No subsequent help or support was provided by customer services, they said they couldn't process a dispute that quickly and that i should book another van, my only option. No compassion or support in resolving the matter was given. They wanted to know what i wanted to move, i said that as Anyvan had not packed my possessions (although already paid for) that i estimated i would need space for 30-40 boxes (an overestimate on my part). The quote was a further £462.74. I explained i would contest it, because i am now packing items on the 1st inventory and that i have to also go and buy boxes. The night before i emailed to add three small tables.

On the day of the 2nd move, I explained that they just needed to move everything i had placed in the hall. They were very pedantic rejecting box shaped items. They walked uninvited around my home taking photos. They then rang their head office and a woman on the phone rebuked me and rudely demanded several times 'where are the 30-40 boxes'. They then charged me a further £159 for the 3 small tables despite the total items being moved being less space than the estimated 30-40 boxes. Neither they nor customer services cared that they were moving items already paid for on the inventory of move 1.

Despite having low mobility and being in pain, i personally had to pack and move about 10 car loads of possessions myself. I had to take an extra 3 days leave to do this.

Don't fall for the hype, they don't show any duty of care or care about customer service delivery and ensuring you move 100% from a to b in one day. They are purely about making money and using every excuse to charge you. I asked to speak to the CEO Angus Elpinstone who sent the original flyer appearing to offer a local dedicated customer experience, and a reliable home move experience, but he wouldn't engage with me. This has honestly been one of the most unsatisfactory and stressful experiences of my life, whilst i am ill and in pain - truly appalling.

I am now battling with an un caring customer service for a refund - also very painful. Why was my crew fielded from Birmingham to Kent? Just nonsensical.

I will only ever use an established home removers in the future.