AnyVan

Awful experience overall, making the moving process more stressful than it needed to be. Overall poor service and customer care, with the whole thing seeming to be a money making sham.

When I booked, it was not clear from the website you had to pay more for a specific time. I was told 8-6pm and presumed you then contact the driver to arrange a specific time. Turns out you pay more for a specific time and we were not allowed to do this subsequently as it was 'too late'. We were therefore at the bottom of the queue and were allocated the time of 4-6. We then had to rearrange 2 check-out and check-in times.

The driver arrived late at 6.30 and instantly complained our amount of boxes and bags did not match the exact booking (we had a few more boxes but a few less bags so presumed this would be ok). They therefore charged us a futher £20 fee upfront and refused to accomodate myself or all our stuff in the van. I therefore had to get a train alone, laden with bags.

I have complained by telephone with little interest or response except "our company policy is on the website". I have moved house many times with various companies and never been treated so badly. Do yourself a favour and DO NOT use this company..they'll just squeeze you for money!!

Service cost: £75

They let us down:
We rented 1 van + 2 drivers (extra payment). We detailed all the boxes we had, allowing for a bit more boxes to make sure there was going to be enough space.
On the moving day, they left us a voicemail saying that the van was going to be 1 hour late.
The drivers arrived at 18:00, drinking a bottle of cola, being very rude and they didn’t seem to feel like working, apart from that the van didn’t seem to be big enough to carry all our boxes.
We had our boxes inside our flat, on the 1st floor. We had some boxes on the 4th floor, but most of them on the 1st floor. The drivers said that the boxes should be on the ground floor already which is what we booked (it wasn’t clear when we booked that should be like that) but we asked if they could please wait 5 minutes until we put boxes on the ground floor, and then, while they are loading the van, we would be taken the rest of the boxes out, to the ground floor.
They said that they were not going to wait, they didn’t even want to put the boxes from the ground floor in van (which doesn’t make sense, as we paid extra for two people to help us with the drivers) and they said that they were going to leave.
We asked, please stay, we will pay more if necessary, but we need to move out of the house now, we can help we can put the boxes wherever you need, but please don’t leave, allow us for some time with you (as far as I know when you rent a van for a moving it takes time to load all the boxes and unload the boxes to the new please, where they expecting to do the moving in 15 minutes?).
The drivers left at 18:15h. They spent with us 15 minutes and they left without giving the service, we were at the entrance of the house without a van to move.
We talked to the head office about what was happening and they said they were not going to refund the money as the boxes were not on the ground floor. So basically, they were allowed to come one hour late, but then the spent with us 15 minutes and they left.
This is not acceptable. Very rude drivers, very bad service, and obviously I don’t recommend this company to anybody.

Service cost: £100

I booked a van through any van with 2 people to help. Everything prepaid for. On the day of removal I rang the driver at 10:15 (booking was for between 10am and 12pm) to see what time they will be arriving and they told me unfortunately the second guy has had an accident and cannot come. I therefore asked if the driver can come on his own (which is normal) but they said it's too big a job which is completely rubbish as you can book a driver on his own.

So;
1) no notice that they were not going to turn up. I has to ring them.
2) clearly couldn't be bothered to do the job and just cancelled it
3) left me in the lurch and said we can reassign you a job but it may be today or it could be tomorrow or the day after

Awful awful company and the last thing you need when moving property.

Service cost: £235

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