AnyVan

Booked an Anyvan removal as per recommendation of Ebay seller. Did a bit of quick research and saw the high reviews on Trustpilot so decided to go ahead with the move. Pricing was in the ball park of general man in a van type services and as it seemed it was a fully fledged company all seemed to be ok. Collection went ahead for my two items and then the driver did other jobs (which I don't have an issue with) but eventually when my items were delivered, one was broken during transit as it didn't look like it had been secured in the van properly and the leg was broken off of the piece of furniture. Both the driver and I took photos and he said to call Anyvan to report it as there is insurance in place and he left. I called Anyvan as soon as I got in the house and reported it. I received an email the next day asking for all the details which I promptly returned the same day along with pictures of the damage.. I have been calling constantly for the last two weeks trying to get an update and just being told every time that they are trying to get hold of the transport provider to "mediate".. After doing more investigation I found that Anyvan just subcontract all the work out to man in the van people which is misleading because all the images on their website show branded vans and people with branded shirts and jackets etc.. Only when you dig around the website do you see that they mention some "transport providers" don't have branding.. So now I have to sit and wait with a broken piece of furniture, a customer services team that don't really have customer service at mind and still no idea what is going to happen with my claim or anything.. Last update, “we are still trying to get hold of the driver..” but no doubt, that driver is still taking Anyvan jobs!! There is no timeframe as to when this will get sorted out, I just have to sit and wait.. Its absolutely ridiculous how bad the service is from Anyvan! Quick to take your money but wet tar moves faster when you try and get anything done as in this case! Rather look for another moving company that doesn’t subcontract work out otherwise rent a van yourself and save the possible stress if something goes wrong!!


**Update**

Apart from taking forever to get back to me, this is part of the response I have received:

"Despite our Terms of Use being clear that AnyVan are not liable for damage, we can, in certain situations, decide that a goodwill gesture is appropriate.

In light of this, I would like to offer you £100.00 by way of an apology for the issues you have encountered."

So for all their boast of £50k insurance, and with their business being moving of goods, apparently damage while moving is not covered.. Great company this is! Steer clear everyone of this sham company! I am going to be posting this on every single review site that I can find!

Oh, and by the way, it clearly states in their insurance T&C's on their website that they do cover damage during moving! So I am fighting them on this!!

Hey Anyvan, what is your response to this now??

Service cost: £110

From what I've been reading about AnyVan, all of the poor reviews - and there are very many, reflect entirely my personal experience.

They are unprofessional and do not care about the people they employ to carry out the work, or the customers that pay them, in advance of the job, in good faith.

To summarise:
last minute and poor communication
leaving items behind saying two strong men could not get them through doorways, later finding that one strong man managed to do just that alone! Things therefore being left behind.
On arrival saying the large chest they brought down the stairs in an similar property could not go up the stairs, but then finding when you insisted they would, they did after all.
Worst of all: the patronising uncaring manner of some of the customer service team, but overall the strategy not to resolve your complaint, rather to diminish it and defend themselves regardless.

If things go wrong, don't expect any level of resolution. And if you post a poor review, they will say they have tried to contact you and you have not responded.

A very stressful experience I would not wish to repeat or share and so my advice is to find a removal company that can be relied on to communicate properly.

Service cost: £300

I can’t express how disappointed I was with the service re my removal on 1 Feb 20 from London, to N Yorkshire. The van did not arrive until 9.30 (agreed time was between 8 and 9.am). The loading was careless. The dismantling of my sofa bed similar - no parts were tied up and put together in any order. I’ve no idea how much is either damaged or lost or how it will ever be reconstructed. They forgot the wardrobe boxes and squashed expensive coats (some suede or leather- they will be ruined), dresses and other items into 2 small boxes as a ridiculous -The driver insisted on driving 200 plus miles north that same day. This was not what I had agreed/understood or arranged. The plan had been to store until 2 Feb when the items would be driven to their destination. I had to quickly check that my friends would be in situ at the delivery point. And race up there myself with no breaks, to be present to try to supervise/oversee.. Despite my informing them clearly that the GPS and mobile signal would be lost when they reached a certain point in Yorkshire - and handing them well ordered, clear directions on paper for them to use, they got lost and my friends at the delivery point had to drive out to find them - after well over an hour of waiting for them to arrive. By this time it was very late. The driver was tired, grumpier and even less helpful than he had been at the beginning of the day. My belongings were chucked carelessly into the store and I couldn’t properly oversee that, as they were going so fast - and it was dark - all this doubtless to the detriment of the condition of most items. The sofa bed mattresses, I understood, would be covered. They weren’t. Fragile items were stacked precariously. They were tired- as I said (and so was I) because they hadn’t adhered to the original plan (storing overnight and driving up the next day).
’m angry that their work was so sloppy and fear for the state of all my belongings. No packing materials were used at all in any of my items, apart from ta bit of bubble wrap round the TV. Yet I paid £30 for those. The mattress/cushions on the sofa bed were not protected at all. I was also being continually told by that I had too much stuff and that, as he may pick up another job en route, he might not be able to take all mine (NOT the agreement) and that I may have to pay extra because of this (again, NOT what was agreed - see details of the job as organised.). I recall being particularly careful about confirming that. You explained that the number of boxes was more related to the size of vehicle required, that the quote would not alter - and re. picking up another job on the way - my understanding was that the removal services would be dedicated to my move alone for Saturday 1st and Sunday 2nd February 20. In the event, the price did not alter, just the time frame, but mentioning another possible job in tandem with this one was a major concern for me half way through loading up. I can’t describe how upsetting it has been to have my goods and valuables treated with such disrespect and to be subjected to such difficulties. My complaints to the company have fallen on deaf ears, with a meagre 10% offered as refund. This will barely cover the cost of the mission packing materials. Do not use this company!!

Service cost: £770

This is a negative feedback about my experience with anyvan.
It was booked for yesterday at 1pm (they already said that the window will be between 1 and 3 pm).
After 2 I started checking the ETA and every half an hour there was an update about delay on top of delays.
Eventually, they called me at 5pm telling me that my driver had a problem with the tyre and they proposed to do the service another day.
There was no potion for me becuase I had to move that day.
So, they called another driver that came after almost an hour and half.
So, the total delay was of more than 6 hours.
Today I write a complaint and the only thing the proposed was a ridiculous 10 pounds of refund.
I replied telling them that for 6 hours, plus the incovenient of the saturday evening and all the additional cost afforded it was not enough.
They replied to my email saying in a very fake polite way, that the amount proposed was the only thing they will do.

Service cost: £122

If there was no star, I would award zero star. Why. Arrived 2 & half hours late. 1 of my personal bags was missing. Anyvan response was lousy. We have checked courier and he says he delivered all bags. I was at the collection & delivery address.Do not use. If you do take photographic evidence of all stuff u load & unload.
Use at your risk. Will never use again. They should audit. 8 items loaded. 8 items unloaded.


My booking order reference: 8 personal bags from London to Ipswich. Paid £81.00
Reference : Av 635 0288.

Service cost: £8100

Accepted quote for jbmovers for move from uk to Southern Ireland soon after accepted quote we could not get anyone to answer calls or reply to emails over our concerns that truck they had was not big enough days before we got email from Bryan Parle from what we found out on morning of move was now HPS transport as jbmovers had broken up as a company after accepting our job.
Moving day was a disaster because of their stupidity and unprofessional way of knowing their job, even though we had to pay extra days before move to get bigger truck they could not get all our stuff into truck dispite arriving at 7.30am 3pm they discovered this when I arrived at house 28july I was shocked at the amount of oil damage on item and breakages that I'm still finding they had not brought covers to cover anything and packed things in an unprofessional way antiques were broken that belonged to my husband s mother and now they are harressing us for more money for their lack of ability to do job we paid them to do !!

Service cost: £2700

My son paid £800+ to be moved recently from Southampton to Liverpool. He paid extra to have his removal over 2 days, scheduled for collection early on the Thursday morning and delivered to Liverpool address early on the Friday morning.

The removal men did not turn up on the day and no-one contacted him to say there was a problem even though he had confirmed all the arrangements just a few days before.

Firm not able to arrange another removal until a day later (Friday) and there was no real apology AND NO compensation!

They repaid him a derisory £33 (£23 for finally completing the removal in 1 day instead of 2, which meant furniture delivered at 8pm instead of 8am and £10 for vacuum parts that went missing in the move).

This caused a lot of stress and disruption to my son who had to hang around for another 24 hours with everything packed and to ourselves as we were helping him with the move.

The (new drivers) who finally did the move were great and very professional - but the company is not.

So would not advise using this firm if you actually have to move on the day you have booked!

Fran Munby.

Move size: 1 Bedroom Home Service cost: £817

I used AnyVan to move home. The time slot we had chosen was between 10am and 12pm. At 11am I used the tracker to see where the driver was and he was over 2 hours away. When I called the office to find out what was going on, they said the original driver had cancelled. I did not find this out until I called them, they did not call me to let me know.

By 1:30pm the new driver had still not arrived. I needed to collect the keys for my new property before the estate agent closed at 4pm. The estate agent was 1.5 hours away so I had to ask my Dad to drive 1 hour to the collection point to wait for the driver while I went to collect the keys. When I had collected the keys at 3pm I used the driver tracker again to see where he was and it said there was no driver. I once again called the office and they once again told me that this second driver had also cancelled. Again, this was not communicated to me until I called them.

A driver eventually turned up to the collection point at 4:45pm, 6 hours and 45 minutes after the start of the original collection window. It was nearly 8pm by the time the items were delivered.

When I spoke to AnyVan they said they don't know when a driver has cancelled but were satisfied that this had been communicated to me. But it was only communicated to me after I called them.

They also believe they arrived within the time frame because at 3pm when I called, they asked if I still wanted a driver that day and would 6pm be ok or I could cancel. At this point my stuff is all packed up and I have collected the keys to my new flat, I had to move that day, of course I was going to agree to that.

After making my house move infinitely more stressful and causing my Dad to have to take time out of his day to drive an hour away to wait for the pickup, and arriving more than 6 hours late from the original pickup time, I was offered £3 as a refund.

Needless to say I will never be using AnyVan again.

Move size: 2 Bedroom Home Service cost: £160

Terrible experience. Arrived late because they didn't read the instructions about parking at collection point.. Then at the drop off end because of a mistake on the form they refused to take a sofa and table up to the first floor and dumped them in the hallway on the ground floor. I had to beg them to move it in so I could even shut the front door. I pleaded with them to help - it would have taken 10 minutes for them to finish the job and I was happy to pay any extra. I live alone and am now left with large items of furniture in my hallway blocking my exit and trying desperately to find someone to help me move them. A distressing experience and I couldn't believe how unkind they were to leave me in that situation.

Move size: Partial Move Service cost: £110

We have had a truly awful experience with Anyvan. We were unable to travel due to COVID restrictions and so contacted Anyvan to collect all items from my recently deceased Aunties house and deliver them to us. Our original communication/booking went well, we booked boxes/packaging, listed all items and gave a detailed explanations of what we required - this was detailed in an email to ourselves, agreed and paid for. On the day, we received a phone call from the drivers who had arrived at the house without any boxes/packaging and no idea at all of what they were required to do. My husband spent most of the day on the phone to them trying to explain all that was detailed in the original booking. At the end of the day, we received an automatic call saying that there were extra's added and if we didn't pay the extra £200+ then things may be left! We paid the extra as we were so worried about not having everything brought to us. When the van arrived the next day, my aunties belongings had been thrown in, there was a broken picture, the boxes were packed upside down and there were a number of items missing. We have had numerous emails conversations and telephone conversations with the company requesting the additional £200+ back partly as compensation and partly because we should never have been charged it in the first place. The company have passed us around, fobbed us off and continually twisted events and changed information. Do not use this company!

Move size: 4 Bedroom Home Service cost: £15000

Paid upfront for premium packing service and they came 4 hours late claiming to have brought capacity to remove 6 bedroom house. They saw my 3 bedroom house and said that they do not have enough space and need to talk to office. Wasted time smoking and drinking outside and at 5 pm on Friday, claiming they have another job tomorrow morning and left without doing anything. I was forced to find another removal company after. At 8pm customer service called to offer half a capacity and promise to pack and move my house. If I refuse, this will be same day cancellation by myself and therefore no refund. I told them to do the job they are hired to do but finish it on the day. Nobody came. Getting refund was not easy either. Avoid this company

Move size: 3 Bedroom Home Service cost: £1650

From booking to collection and delivery Anyvan kept us informed throughout the process. We had a message & email the day before telling us who the driver was and a time slot. On the day I spoke with the driver (Aigars) and asked him to contact me 30 mins before arrival. Which he did and Anyvan also messaged me at the same time. The drive was professional, polite and respected our belongings. Everything went smoothly from beginning to end. I would certainly use them again and highly recommend them. Great job, thank you ??

Move size: Partial Move Service cost: £100

I was expecting difficulties because I was going to be the person at both ends of move and I was concerned that van would be quicker between locations than me. No problem! I was able to book a suitable delivery slot. Driver was polite (and strong!). He took one item upstairs for me without complaint despite being concerned it might not fit. Altogether good service with good communication and ability to track location of van on both legs of journey. I would definitely use again if the occasion arises.

Move size: Partial Move Service cost: £170

Charged me almost £500 for 2 incredibly rude men who catcalled me, then said they cannot lift the small things that it takes one person to lift and sat in the van for 1.5 hours in front of the house, then drove off. They claimed because in front of the house was a yellow line they weren’t allowed to park/load there, and made NO effort to move to the white parking available on the street and this was their reason for not doing the service OR giving me a refund! Basically this is a con website that steals your money!

Move size: Partial Move Service cost: £500

Be careful before choosing AnyVan - their cheap quotes may end up costing you more than you think!

I used AnyVan for a home removal and was enticed by the low rates, however it ended up costing more than I expected and was a terrible experience. Here are points you should consider before using AnyVan:

- Unknown quality of service provided:

They are connecting you with service providers that already exist and are not providing the service directly. What this means is you have no idea on the quality or professionalism of whoever turns up on the day. If these providers are vetted (unlikely) it is not a rigorous vetting process. The providers that showed up on the day for me were NOT professional and one of the removal men said he had been doing this for 2 weeks. The team they sent me were rude and smoked in my flat when I had stepped outside for a few minutes.

- Basically a call centre and cannot help you with issues:

AnyVan hide behind their website policies and are NOT able to help you out on the day if there are any issues. In my case the removal men had not brought enough packaging products and there was nothing AnyVan was able or willing to do on the day to help. You will end up get connected to the AnyVan call-centre if you have any issues. The team you speak to on the call-centre range from being aggressive and rude to incapable and apathetic. If there is a problem on the day, you are pretty much on your own and there is no accountability from AnyVan. If you are moving home, it needs to be done on the day and if there is a problem you will be in big trouble.

- Hidden costs:

The itemisation process for home removals means you have to accurately itemise every single item, including the exact number of boxes needed to move. Like most normal people, I don't know the exact square footage of van space all my belongings will fit into, or the exact number of boxes to fit my plates, clothes, electronics and small items into. Well guess what that means? It means the van drive won't touch anything else unless you pay extra on the day, essentially holding you hostage. Even if you have the best intentions and simply get this wrong, tough luck. You can pretty much guarantee that you will end up paying more than you expected.

-Bad practices

I was told on the day that I had to sign waivers for certain items, such as my television, because I did not have the original box to transport it in. Who keeps the original box!? Despite providing an insurance policy to cover this, they put pressure on you on the spot to sign this waiver for damage without explaining this before you use their services. When I asked AnyVan to explain what this was, they said some movers require this. I think that it is completely unfair and inappropriate to demand someone sign a waiver for damage to their belongings, on the day whilst in the middle of the move, threatening not to move an item unless you sign a waiver.

After the terrible and overpriced moving experience I would never go near AnyVan again, even if it was free. When I spoke to AnyVan afterwards to explain the issues I faced and for them to explain why the removal company they provided were so poor they simply closed my case and told me to go away.

Listen to the reviews out there - there's a reason why there are so many bad ones.

Move size: 2 Bedroom Home Service cost: £916

The reality is that AnyVan don't actually have any removal staff - they use the gig economy to outsource jobs to van drivers, which may also add extra jobs to the van. How good is the driver you're getting? Roll the dice, see what you get. I've had good, excellent and terrible across three jobs. And terrible is really abysmal. Things get broken, the job takes much longer than it should, and the driver tries contacting you to argue over any damage, which is a significant breach of privacy laws. Their website is a complete lie - they do not have any staff wearing uniforms etc as they don't actually have any removal people on the payroll.

Avoid and either go for a cheaper option, dealing with a man and a van directly, or pay more and go for a professional company. AnyVan is neither professional, nor cheap, so no point in using them.

Move size: 1 Bedroom Home Service cost: £650

CAUTION! Be careful when you book with Anyvan and SebyUK. Whilst they were carrying the boxes in the living room and I was running after my toddler, I left my bag open with Airpods inside on the counter. I checked my bag in the car going to our new flat as I use my Airpods daily and well they were not in my bag anymore. Anyvan did not help at all even though they have the “we are waiting to help you" slogan. Be careful with you valuables. You let strangers into your house, don’t forget that.

Other than that, they did a OK job. We had many more items than what we quoted initially and so we got them to requote and agreed to pay a good amount more. Due to concern of fitting everything we asked them to take the larger and heavier items first so that we can take the remaining in the car. They did not listen to this and having to tell them 3 times they still didn't. One person could speak broken English, the other guy did not speak English at all. This meant that we had to spend all Sunday moving really big boxes in the car which could have been avoided if they had listened. They were a bit rough in handling items but OK for most part. Overall, I would NEVER use Anyvan or SebyUK again. Customer care is definitely not their priority, essentially: you get what you pay for.

Move size: 2 Bedroom Home Service cost: £300

You will end up paying for moving your own items

I arranged my items to be moved to 10th floor by lift, and their mover refused to move them anywhere above the ground floor.

When I complained about it, they didn't even offer me the price difference I paid. I received a warning from council and risk my tenancy agreement because of their failure in service.

I only get a little increased amount of refund offer after I contacted their CEO and I was already exhausted dealing with such a small issue so I accepted it but it felt nowhere near justifying the damage and distress they caused.

I have been using their service since 2014 but that's it! Never again! You just end up moving your own stuff when you work with them.

They also have 0 respect for their customers.

Move size: 1 Bedroom Home Service cost: £181

These guys are crooks. They outsource to local guy with a van, taking zero responsibility. My job finished at 11.30pm, waking neighbours and my sleeping kids. Why? Because they used the van for other jobs and despite my stuff (not a lot) being picked up at 9am (one hour late) they did not do final drop off until last. Forget anyVan customer service - they are slimey, dodgy ‘nothing we can do mate’ crooks. Angus Elphinstone, the founder and aristo spiv behind this den of thieves, you should be ashamed of yourself

Move size: 1 Bedroom Home Service cost: £600