AnyVan

I used Anyvan to move house in London (same suburb). Upon arrival, the drivers asked for additional fee (30% more!) because “some items (were) not on the list” (they mentioned a sofa). That was true, a sofa (2-seater) was missing on the list. Not a great way to start, since I really could not argue (it was a take it or leave it offer). So Anyvan had charged me GBP 930 and is now charging me another GBP 300 to move a three-bedroom flat around the corner (less than a mile away). The following day my neighbour told me he had paid about GBP 600 for a great service with another company. Awesome.
I am not quite sure whether I was extremely unlucky with these particular drivers (and customer service afterwards), as I have moved places a few times over the years and always received a great service (although I never used Anyvan before… perhaps that’s why). But there is a long list of things that went wrong there:
1) Anyvan charged me twice, and I had to argue over the phone for quite some time before they checked, called me back, and acknowledged their error on the morning of the move. These things happen but sadly in light of was followed, this is less than ideal.
2) Anyvan charged me another 30% of the initial cost once the drivers had a first-hand look at the job, although they could name only one item (a sofa) that was not on the list submitted. You will see as you carry on reading this list though that they still did not deliver against the contract, quite far from that.
3) The drivers turned up with a van that was too small. So they had to go back and forth between the houses. Good that the move was less than a mile away!
4) A long list of items was left behind: frames, some food, some cleaning products and broom, a toddler's bike, bins etc.
5) the frame of my most expensive paintings was damaged (scratched) because it was moved unprotected.
6) the so-called “premium package” included unpacking. But the drivers did not unpack. They left my place at around 7pm without my knowledge (I was busy putting together a bed upstairs, which is something THEY should have done). By the way I also packed and unpacked all day long. Obviously something THEY should have done.
7) and now the cherry on the cake: Anyvan’s customer service, to which I complained, first offers me a refund of GBP 50. Great, but that’s a bit slim considering the premium price initially charged and really what they should have done is send someone back to finish the job. Instead, I had to do all this myself. After a few email exchanges, Lianne, their customer representative, comes up with this uncanny line: “The driver was more than happy to stay behind and unpack all of the boxes, you took it upon yourself to unpack these items”.
So, Lianne, you are telling me that having paid, in fact over-paid market rates for the service, and being charged an ADDITIONAL 30% on the morning of the move, I would then proceed to tell the driver half way through the job hey, don’t you worry, I will unpack myself, you guys go and rest! And if that was the case, then why would I lodge a complain in the first place?
So in summary Anyvan fell way short of what one could expect for the premium price of their premium package. They use their name to charge you well in excess of the next, smaller guy and they “customer service” would just behave as if you were a non-returning customer (obvious by then), so why bother making a wrong right. Don’t use them. Removals is a very competitive market in London and you can find much better service at a much more competitive price easily.

Service cost: £1230

Last Wednesday, I had a transfer with AnyVan. Things were going as planned until the van team left and I realised I have one large box and another large plastic bag missing. It was not unloaded from the van.

Reported straight away. I received one call saying they will investigate. And that’s it. Nobody came back to me.

Now, exactly 1wk after, I haven't heard from the drivers.. I have sent SMS without any reply from them.. I have to keep calling cust service.. I have to chase them almost everyday for updates. So much lack of accountability! This is getting really frustrating now because why do I have to chase them like crazy! Too much hassle! Worse, nobody from their company shows any urgency on my concern.

Service cost: £107

I am very disappointed that company doesn't even consider to reimburse money, even though I explained the whole situation. I booked a van to move 4 seater dining table and 4 chairs. When you do this on the PC, and you go to furniture's, then drop down menu comes up when you can add 4 seating dining table & chairs. When you do this on your phone you need to type it the item, and drop down menu doesn't come up. I typed it 4 seating dining table which I assumed that you get charged the same way as it comes on the PC 'Dining table and chairs', on the PC there is no option for just chairs!! However on the phone you need to type all separate items. How I suppose to know that?? I end up paying £60 for dissembled Ikea table and dissembled chairs, chairs fitted to Ikea bag! It was 1 person job. It was not worthy. I also was contacted straight away to be charged extra £15 for chairs and money were taken from my card which they had already the system, even before I said Yes! I called customer services today 05/11/2018 to make a complaint and spoke to Gemma, there is no willingness of reimbursing this £15, which I believe is company policy. I felt I was misled and overcharged for those items. Any van.com is all about money, if something goes wrong you pay for it. They don't care about customer experience at all!!

Service cost: £60000

I moved my whole flat and booked it through Anyvan website. I called as I had a few questions which were explained clearly and the helpful lady booked it all in for me over the phone. Sebastian my allocated driver texted me as informed in the morning to confirm time of arrival. He arrived with a colleague and moved everything out in 25 minutes - they were amazing. Took really good care of my belongings, even laying out blankets on the floor of my lift so that my sofa didn't get dirty!

I was really happy with my experience and definitely recommend it to anyone wanting a nice and easy move!

Service cost: £150

Worst service I have ever received from a company. We were moving between properties. After the removal men had removed everything from the flat we were leaving, they then sat outside the property for 25 minutes smoking in the van so all our belongings stank. Then they disappeared for 3 hours, and were not contactable. After being on hold to AnyVan's customer service line without having spoken to anyone I had to tweet them to try and locate the drivers. When they did arrive at the new property (which was only a 50 minute drive away) they said that if we did not assist them with taking our furniture and belongings into our new property that they would have to leave with our belongings as they had no time to do the job. My partner helped them unload and carry items from the van and I stayed in the flat to put things in the right rooms. During this time one of the removal men made repeated threatening gestures towards me due to my 'laziness'. Then, one of the two removal men disappeared for a about 40 minutes. It turned out he had put the broken down kingsized bed frame, a dining table and the kingsized mattress in a FOUR PERSON LIFT which had unsurprisingly broken. We only live on the first floor so there are no reason to put a mattress in the lift. Then they presented me with a form to sign saying the job had been completed. When I refused to one of the removal men FORCED MY HAND to sign the paper. As it was reaching 6pm on a Saturday, when I finally managed to locate the correct company to deal with a emergency call out for the lift, they weren't able to come out until the following day, meaning we were left with no where to sleep in our new property. The next day when we finally got our bed, it was on the top floor of of the building, meaning we had to make multiple trips down five flights of stairs. Then as the removal men had taken the bed apart at the old property (without even asking) we had no way to even put the bedframe back together. I have spent weeks going round in circles with AnyVan trying to get a decent refund. However the removal men have told AnyVan that they were waiting for us for 45 minutes at the new property. However this was literally impossible as my partner had already reached the new property before they had even left the old property. AnyVan are refusing to offer more than a 25% refund as 'the job was completed' which frankly is just insulting, especially as I paid over £200 for this shambles of a removal. DO NOT USE THIS COMPANY EVER.

Service cost: £220

What an incredibly unpleasant experience. I took days off work due to expected delivery only to to have the transport not show. When I reached out, I was informed that the truck broke down and required repairs the week prior but no attempt was made to communicate the delay for delivery. Finally after two more weeks, I received an incomplete delivery. I reached out and was informed that the driver had left the items at the warehouse and my items would be delivered the next week. I requested information on the day and time of the delivery and after two weeks still no response via phone, email or text. I reached out to AnyVan and they provided zero assistance.

Service cost: £255

I booked a collection with a window between 8-10. At 8.15 the driver called and said he was in Peckham and couldn't collect until 11. Then he called again said he was in woolwich (which is further away) and would be in Wandsworth in 20 minutes. Impossible. I then tried calling any van. No one answers. Apparently you have to deal on line with live message. I wasn't in a wifi area. I tried sending a text message but this was rejected. When I booked, I was promised that payment wouldn't be taken until the job was done. It was never done as I cancelled on line as their driver couldn't get to us until 12, when there would be no one at the pickup. Guess what? They took £51. Daylight robbery. Never use this company. Totally unreasonable and one sided responses from them.

Service cost: £510

I used AnyVan to move house, they picked up my items at 10:30am but delivered them at 11:30pm. They lost four of my boxes in transit which resulted in a five day ordeal. It is not an A-to-B service, you share the van, the drivers are not employed by AnyVan.

It took two days for them to locate the boxes and two days to re-deliver, the police were even involved. Customer service hold times are lengthy, there is only one manager Mon-Fri and they are effectively powerless. They take no responsibility, ownership and have no ODR process. They are unwilling to enter into a dialogue for an acceptable resolution to my complaint.

My first time experience with AnyVan was awful, their customer service is shocking, I would stay clear of this company.

Service cost: £110

I am a student and needed to move some furniture into my new accommodation. I informed the guy I spoke to at AnyVan that I would be moving some items from my current address and some items from another address (namely the neighbour’s garage as some was being stored there). I paid £200 for this service. I then called the company back again a few days later to ask if they could give me a more precise window of time for pick up as I needed to vacate the property by a certain time. Another £30 for this.

Moving day came around and the driver turned up late in a bashed in van with so much other stuff in it that he couldn’t possibly have fitted all mine in it too. He claimed he hadn’t been told about the other addresses, ‘didn’t have time to drive around the vicinity picking other things up’ as he was already late, and if I had a problem with this I should ‘take it up with the boss’. Charming.

I called AnyVan who were completely unapologetic and said they would ‘investigate’ the matter and call back. They didn’t, so I called back and they didn’t pick up. I called from another telephone line and they mysteriously managed to answer my call. Again, no word of apology and instead the person on the other end of the phone tried to argue with me, saying that I hadn’t given them the other address. I pointed out I couldn’t possibly have known that I needed to give them the other address (which was literally 4 doors down the road anyway) unless they had asked me to. Which they had not.

She said she would call me back in a few hours and eventually called me back about 5/6 hours later making me the generous offer of a £30 refund. The driver then arrived at my new address late.

All in all, AnyVan cost me £200 (that I had spent hours earning and have no prospect of earning back in the near future due to being a student). They turned up late at both ends with only 1/4 of my furniture and tried to argue with me when I complained. I am now in my new property without any chairs and sleeping on the floor (as my bed is still in my neighbour’s garage), and having to find some money to somehow pay another company to complete the move.

Service cost: £230

The most unprofessional and hostile, unfriendly customer service. The representatives will confiscate your money at the simplest possible digital oversight, so you'll have to rebook and pay again! And that applies to an amount as small as £32. They refused to reschedule a delivery because it was booked on a specific day as the online form was confusing. After much pleading from the customer for a change of delivery date, the live chat messenger replied, "I WILL NOT SHOW YOU ANY GOOD WILL" unless you paid extra.

Service cost: £32

I received a text message (!) at 8pm the evening before I was due to move saying they could no longer move me the following morning. Am beyond shocked that a removal company would do this and not have a back up plan. Thank God I managed to find a different removal company last minute otherwise I would have been up [EDIT]! If I could say anything positive about the company it would only be about Brian in the customer service department who despite my venting at him remained calm the whole time and was genuinely sorry.

Service cost: £219

If there was 0-5 rating I’d still rate them minus 10 if I could.

We’ve booked a 4 bedroom house in advance and paid extras for premium service. What a joke.

Not only did they turn up hours late without any notice or courtesy call but they also had the wrong size van (!!) and unable to mov all at once promised to turn o first thing in the morning the very next day.
Need I say this never happened and after half a day chasing on the phone and demanding for our prepaid job to be finished they had the cheek to say Noone is turning up at all.
So our house is still only half moved although we’ve other things on schedule which we now had to postpone.
Utterly ridiculous, unprofessional to say the least.
Just a disgrace, not even remotely able to give any customer support.
We’ll most definitely demand a refund for their sh!t ‘premium’ service as well as compensation for all the expenses we’ve now incurred thanks to their delay and incompetence.
AVOID AVOID AVOID.

Service cost: £550

This was weird. It was my first time using the site and will be the last one. You are better of looking for a local van person on Google. The deposit you pay is not a deposit, it is the commission Anyvan takes on the jobs. Good luck trying to get that money back.

I had created an ad and got a call back from Anyvan to make my ad more accurate. But what they did was close my ad and create a new one. It was fine except for the fact that they forgot to copy the stairs information from my ad and left it blank instead.

The driver was not impressed and asked for more money. Now Anyvan is not willing to recognise their mistake and give me some money back.

Reading from the other reviews, it is not an exception.

Hope it helps.

Service cost: £100

I would avoid Anyvan for larger moves unless you have a detailed inventory of everything you own. On the day the movers (Prime Removals) grumbled about anything not on the initial form. The form on Anyvan's website does not give the impression you should be listing everything, just giving a general idea. If they want a detailed inventory they should send someone out.

They sent a tiny truck out to do a 5 bed move. Either they're not very experienced or this is part of their business plan so they can jack up the cost on the day when you don't really have any choice. Perhaps they're better for small moves. In saying that the movers were friendly and everything went generally well once the 'new' pricing was established.

Service cost: £635

My first time with AnyVan was stress-free and worked out really well for me. I was moving a mattress and a fair few amount of large boxes + personal goods from apartment to a new home and I managed to receive a fair quote in under an hour. After that the driver of the van contacted me in good time and the move went smoothly on the day with no hassles or delays.

Overall very satisfied with the quick and simple approach to moving goods and would definitely use them again for 1 man location to location moves.

Service cost: £108

Needed to move a double bed from one location to another and looked in to hiring a van which was way too expensive for such a small job and would only take 30 minutes.
After searching the internet I came across the AnyVan site and entered my job details. Received loads of quotes and picked the cheapest which turned out perfectly.
The driver arrived on time and was both friendly and helpful. The job was completed in just over 30 minutes and left two very happy customers.
I would strongly recommend this site and will definitely be using them again. A very professional and helpful site. A great idea for moving anything for much less than hiring a van or using a courier.

Service cost: £36