AnyVan
reviews and complaints

28th September 2023. reference number 8025573

Removal of furniture and house items by anyvan who came and packed and removed my items.

I didn't go with them to the storage as I presumed they were professional and I trusted them. Two weeks later I went to storage to retrieve some items and was horrified. My valuable antiques had literally been thrown into storage. Valuable oil painting with a hole in it, antique furniture broken, crystal glass smashed.

Customer care has been appalling. they keep referring me to someone else and nobody will accept responsibility despite me sending them indisputable evidence of the damage. I have supplied quotes of at least £3000.00 for restoration and anyvan finally offered me £230.00 after 10 weeks of disputing.

Obviously I will not accept this and will keep on with my dispute.

I certainly would not recommend using them. I never will again.

Reference AV8147477. Date 25 November 2023. Complaint about driver only. The drivers mate actually helped calm me down. Making me and my daughter not feel as intimidated. I’m a single mum. Fleeing domestic violence and not well enough to lift, dismantle or move. I booked yourselves and the driver was rude. He caused such a scene I was left shaking and extremely intimidating. Had it not been for his colleague he would have moved the boxes only he refused to move most of the things at first. We had a very short time frame to flee and his refusal made this already hard time extremely difficult

My booking number is AV 8094180

on 20th/10/2023

the service was horrible, made us waited for 4 hours, from 1530 to 1930 and when the drivers came, they couldn't speak English, and they refused to loading some of my moving stuff, when i trying to discuss with them, one of the driver had physically pushed me on the floor. when i called the police, they ran away immediately. When i tried to complaint to the company on the phone, the staff started shouting at me.

overall, very horrible experience using their service.

Absolutely shocking company they are brokers nothing more get a cheap local company and weld on their profit. My removal was two guys who could barely speak English so difficult to have them understand also one man could barely walk and struggled with furniture. I have now got a ruined sideboard that was scratched in move but apparently I’m not covered for that but was offered an amazing £18 compensation to help soften the blow of a £450 replacement. Stay well clear and save money by going to the local guys as half the price and going to be the same quality anyway.

29th June £180 wasted!

We hired AnyVan to move our daughter back home from university. They took a box of valuables which wasn’t part of the move. The box did not arrive at the destination and was the only box missing. We complained to AnyVan who concluded they could not help any further nor does their insurance cover for our lost. We have now reported the theft to the police for further investigation.

Appalling. Do not use this service. Driver arrived 2 hours later than the estimated eta with a full van and no room to load the pick-up. My move was cancelled. I waited all day in the delivery location for a no-show. My neighbour took the day off work to receive the driver at the pick-up location and when he finally arrived he was hostile and uncommunicative and stayed outside the house in his van for an hour before leaving without doing the pick up.

The Anyvan customer service team were IMPOSSIBLE to get hold of (except the sales team) and when I did they were patronizing, passive aggressive, and deflected all blame onto me; stressing their zero refund policy. The person I spoke to was robotic, repetitive, and devoid of any humanity.

To add insult to injury, this evening the driver called me privately to offer an 'under the table' out of hours deal.

I now have to store all my belongings elsewhere and find an alternative. I've spent £££££s on train fares today plus

£106 on AV and have now lost 6 days of my new tenancy agreement as I failed to move in. Untold stress.

The worst part of it all was the expert gas- lighting from AV staff members who commanded me to back up my 'allegations' and quoted their twisted rule book at me. I honestly don't know how they can treat people like this, especially given moving is so challenging.

The favourable reviews are utterly baffling and the insipid response to poor reviews are just pointless.

Any vans drivers left half my belongings behind saying they ran out of room. I had paid extra on the day to fit some items on. They did not take half the original booking and the extras I had been made to pay for on the day. I took up a complaint with them 2 months ago. Yet today I have been told that they can't deal with it because its over two months. That is fault from their customer care team as I have been chasing this up for 2 months.

They then said they could give me back 450 as I paid extra on the day. I was so upset with this as I have lost over £2000 worth of furniture. I've been left buying things new. This was a big move from England to north Scotland. I was also bullied by the driver to give 5 stars or they would not give me my furniture. I have been calling and emailing anyvan for two months. I was told on so many occasions it was being dealt with. Yet I received a email saying they don't deal with complaints taking this long. The fault was with the customer care team

On the 13th March 2023 the removals men turned up early and made it really clear that they would not take a single item over and above what I had itemised. Not one single item without additional costs being accrued and they could give no indication of what those costs were. This I feel was totally unreasonable – there are always going to be some extra items, especially as I was emptying out a storage unit that I couldn’t see the back of and which had been filled by Removals people many months before. I had five small carry on suitcases and a large holiday suitcase filled with clothes and bedding. They were light and there was tons of room on the truck. They refused to take them. I agreed to pay extra for a single bed and a small sofa to go and I had no idea how much I was going to be charged for them, so I dared not agree to pay for anything else as money is so tight. This left me totally screwed as I couldn’t fit them into my car and meant that I had to cram them into my other storage unit and meant that when I got to my new home I had no bedding for the first night and I had to go out and buy more the next day. It also meant that I had to drive back to collect them that first week – a round trip of 308 miles.

But I put that behind me and focused on the move. When they arrived they were hostile right from the beginning. They got Anyvan to phone me to demand an extra £200 because they had to walk too far to the house. I refused. Not all of us can have private drives. They were parked just 8 cars up, as in their vehicle was the eighth car. They could in fact have parked opposite the steps but they would have had to cross the road. They were sullen and unpleasant which was not nice for a woman on her own who was moving far away from everything familiar. I felt threatened and vulnerable. I had said that there were 10 steps up to my house. In fact there were only three. Saving themselves 7 steps for a short extra gently downhill slope. It was not a remotely unreasonable distance to move things and it’s not as though it was a lot of things to move – nowhere near a house-worths. I still have a storage unit stuffed full from the previous large four bedroom house I lived in. They couldn’t even get such a small job right

They said they couldn’t get the bed frame upstairs. I said that it was just an alan key and would take moments to take apart. They said I had to take it apart. I said I didn’t have an alan key but they must have as they knew they were putting the bed together as I had paid extra for that to be done. They left the bed frame wedged into the bathroom doorway, rendering use of that room unusable. And of course it meant that they didn’t reassemble my bed which I had paid for.

To add insult to injury one asked to use my bathroom and left urine all over the toilet seat.

They refused to take any of the boxes upstairs, and not all the furniture. The furniture they did take up was left in the middle of the floor and in the wrong rooms although I asked them to move it. They just ignored me.

They left the sofa in the garden where later on it got rained on multiple times before I could get someone to help me to move it. That sofa cost me £500.

They left the running machine in the middle of the lounge right in the way.

They managed to cover my mattress in mud which now needs professional cleaning to get the marks out.

I was left on my own, in a new town and new county, over 150 miles from home completely stuck with no one to help me. I was in tears. I called someone I knew from back home who said that he could travel down in a couple of days.

This cost me £115 and meant that the sofa was left outside in the rain overnight for days but I didn’t know what else to do. He helped me move the furniture and boxes of books and assemble the bed – all of which your removals people should have done. I put my back out moving things that I should not have had to move.

It was the absolute wort experience and was so stressful and traumatic. Overall they were belligerent and difficult and the worst removals people in the world. They should never be allowed to work again if they can treat a woman on her own in that way. Would they have behaved the same if I had been a man?

Used their online quotation systems, checklists guides and took the guidance of the many follow up sales, support and concierge calls you get and its all a deceitful and shoddy service.

Two polish chaps arrived, refused to take the stuff I had listed, first -because they claimed they were only getting paid a £100 to move my stuff 1 mile, 7mins drive to storage, then it was the walk from the van across the courtyard was too far, a whole 60 sec walk, despite having lift access to the second floor, they had trolleys and dollys to push, not lift anything.

They then demanded cash from me to do the job I'd already paid for and refused to start until they got it, so I contacted Anyvan who just didn't give a [censored]e and tried to use thier T&Cs as a get out - to which there isn't anything in their about walking distances for selected flat/apartment move.

Pressured into and having no choice but to pay an additional £200 on the day, they then moved like fury to move my stuff in less than 45mins which was all pre-boxed, dismantled and ordered (watch out, they try to tell you that your boxes box sizes are different to theirs to charge you more, provide no job sheets, inventory lists, proof and ask you to pay even more - told them to F off.

The don't ask you to sign for pick up and delivery - so who knows what they report as hours worked, or items moved etc

I intercepted an email where they claim they told me they would call the police because I threatened to hit them - i had three other family members that can attest this is totally untrue and untoward.

Customer Support are shameless South Africans who are bad mannered and have no concept of customer or customer service - just money driven

I can say much more, damaged my goods, dropped my TV, chipped furniture etc. but your getting my drift

Not a Movologists/Removal company, just a cheap shoddy contact centre and hey who wants to do this set up.

Avoid, Avoid, Avoid - don't be fooled by their website, they are third parties, eg anyone that owns a Transporter, Transit or Truck, are uniformness, carry no ID. etc

I hope they are stopped from trading.

I arranged with a online removals company, called AnyVan to help me move to a new address on 17th December 2022. The van arrived on time on the day with two men. Neither wore masks and did not adhere to any social distancing rules. One could not speak any English at all he claimed. So all communication was done through one of the men. On the day I had booked for a bed and a wardrobe to be moved. Along with 10 boxes (plastic with lids). There were other items placed on the order, which totalled to £200.00. The man who could speak English refused to take the bed and the wardrobe stating they needed to be dismantled first. I offered £120 in cash to dismantle and reassemble at the other end. The journey was about 10 minutes away.

After they had finished I noticed one box was missing it contained antique stamps and some family photos. When raising this to the man on the day of the move, he said there were no boxes left in the van. On boxing day I decided to contact the company to report the box as this was indeed missing. The company said because I had not reported it sooner there was nothing they could do. They had contacted the driver and he did not have the box I then reported the box stollen to the police. It was definitely not left in the property as I saw the boxes loaded into the van.

I am very upset this has not been found and the company have got away with this. Please can you advise.

Background

AnyVan have three options as to sizes of boxes. I have selected the largest size during my booking.

Nite that the dimensions is not a mandatory field to be completed and is only visible if you click on the edit icon.

I requested a change to the collection date on Saturday 17th December resulting in a 50% fee/charge.

On Monday 19th December about 8:30am the driver turned up to my house for collection of the large box as selected during the booking process. He was very dismissive in his approach telling me that the box is too large and I will have to pay extra. I was not in a position to pay another charge for something that is not my fault. Note that there are three options (small, medium and large to select during the booking process) and dimensions where not required.

The Driver (Denis) returned to his Van. I got a call from Mark (AnyVan working) telling me to pay the charge or the driver will leave the box. Again, I told him I will not be able to make any further payments as this is exploitation.

The drive and Mark cancel my service and left without my item.

I was told by AnyVan that I can’t get a refund.

We hired anyvan.com to move from east london to southend on sea in may 2022

When everything was loading in the van the 2 workers didnt waited for us and rushed driving to our new address and when we got there they had already emptied half of our goods and was rushing us to finished as they had to go.

We didnt even get a chance to check inside the van than nothing was forgotten as the driver closed the van and was ready to leave engine on and off they went.

As we opened the boxes we realised than one was missing with my medication as im a cancer patient stage 4 and in that bag which i asked them to leave as i wanted to take it with me in the car (inside was hospital files, bank statements, payslips, cash, passports, jewellery and much more valuable..) but as i went back to the flat to have a last look the guys just dump the bag in the van and off they went to the new address.

When we find out that the bag was left in the van (we went back to the old address to make sure we didnt leave it behind) before calling the company to ask the driver to drop the box at this convenience. But an hour later they called us to say that the box wasn't in the van which we know it was as we saw them taking it from the window!

I had a kind of a breakdown as i had cash (£1000) from friends and family for a private cancer treatment and so much valuable things..so we emailed and called many times and emails again and again but they didnt even bother answering and told me to go to the police which i did but the police didnt really give a crap...anyway that took a terrible tool on my health and i had a massive break down and had to be on prozac and still. The onbudsman refused my complain so i dont know where to turn to anymore! How come they can get away with that!?

I would seriously advise you NOT (would underline, bold and put in italics if I could) to use this lot. They were awful. Seriously, one of the worst experiences I have ever had dealing with any organisation, business or company.

DO NOT make the same mistake as I did with their Trustpilot score. It's inflated with "invited" reviews. Wish I had paid more attention. Read the bad reviews and you will see a definite pattern of incompetence, awful customer care, tardiness and daylight robbery. Also, DO NOT believe their responses to bad reviews on here. THEY DON'T CARE. Once you have paid them, that's it. They know moving is a stressful experience and take advantage of the situation! Please please don't use them. I was so stressed and upset by my experience and I am normally an incredibly relaxed easy going person. In fact, I never write reviews, but thought it was a moral duty to warn people about this lot.

Moving home is stressful and can be an emotional experience. This lot only add to that stress and anxiety. They turned up late twice. The first time they only sent one person to do a home move! This was after I had explained during the booking process that there was furniture like beds etc. to move. The sole mover arrived late on Sunday, took one look at what was to be moved and left! Spent 2 hrs trying to get hold of their Customer Service team. Decided to change tactic and call their Sales team. Surprise Surprise, they picked up right away! They blamed me for not telling them it was a two man job even though I had told them I was moving furniture like beds and sofas. They refused to give me a refund! I had no choice but to rebook, which was another cost - by this stage I was totally packed, no internet etc. and I was moving out of rented accommodation that needed to be vacated immediately because my landlord was completing the sale of the property the next day. I had no time to find another company. The next day, the second team arrived. This time two of them, but once again late! Then when they got to my new home - an apartment block, they complained my apartment was too far from the van, which was parked directly next to my apartment building. They couldn't have parked any closer and my apartment building has multiple entrances and lifts! The concierge suggested the best spot and route to my apartment. It was a few minutes walk from the van to my apartment.

There were some fire safety doors to navigate, but that surely is nothing new! Subsequently charged me an additional amount to unpack my things. Basically held me at ransom! At this stage I was fuming. I was promised a call back and a potential refund. Its been two weeks and no one has called. The person was Andy from their Day team. Wouldn't give me his second name. When you add up all my costs, including having to pay rent for an additional night at my previous place because of the debacle of sending one person to move furniture, I was out of pocket by nearly £750. If you want peace of mind during a home move and don't want to get ripped off by a completely unprofessional outfit, I suggest you hire someone else.

I am writing in regards with the service Anyvan had provide on 10/09/2022; we had paid for the full premium service of £538 and got the standard service only. Had numerous call that day with anyvan, wasted few hours with them and the men they had sent as they had contracted them. Though they said to us that all the things will be packed & boxed by them , no such thing was done.

we were perplexed and upset and very very stressed that day as we had to move our house. No one came to any agreement. Anyvan knew they were wrong but did not bother doing anything. they simply asked to pay more than we had already paid for the same service . And as we were desperate to move, we further paid payment of £45.49. Any van did not instruct the contractor of the premium service that was taken, He showed his email/message he has received from anyvan. this is completely their fault but did not agree. though all the calls are recorded, please listen to the calls made from number [protected].

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