AnyVan

I'm just going to leave my complaint here so you can see how wonderful Any Van are.

Hi,

I had a booking which was suppose to pick up stuff from my flat today and drop it off at St Albans either today or tomorrow.

Now several things have been unacceptable about the service and the communication:

1) Despite my phone number being listed correctly on point of purchase, we received no communication from the driver - we had to call him.
2) We rang the driver at 9 today (30/03) to ask where he would be to which he replied that he was in London (!) and would be with us at 5. I'm not sure who sorts these tasks but as soon as he told us he was in London I knew something was wrong. Trying to get from London to Manchester in good time on Good Friday is ridiculous.
3) At 5:30 we had to ring the driver (again, he made no effort to communicate with us!) and asked where he was. It turned out he was still in Birmingham and won't be with us until 10 tonight. He then threatened to cancel the job which has put us in a very difficult situation, almost like we can't complain or said a bad word to him in case he does just decide to not turn up (again, completely and utterly unprofessional behaviour).
4) He has also said it is impossible for him to drop our stuff off tomorrow, it will have to be dropped off on Easter Sunday. We deliberately paid to have our stuff dropped of today or tomorrow. Not on Easter Sunday!

This is completely unacceptable service. As Any Van has failed to deliver on either of the delivery dates, and we've had no communication from the driver by himself (it's always been us chasing him), I expect a full refund for this service.

What's more- the driver now demands he will have to deliver on Easter Sunday which means all plans we made with our family have had to be cancelled.

I am incredibly let down by this service. Because of the way it has worked out I will have to spend tonight sleeping in our living room with my coat and scarf as a blanket. And my partner (in St Albans) will only have a sleeping bag. I will not be using this service again and will warn all friends and family not to either as communication has been so poor and drivers are clearly given more tasks than is possible for them to do. Perhaps you need to think less about trying to squeeze out as many jobs from drivers, and therefore money from people, and more about a quality service.

Following my booking with AnyVan, I wanted to say that the people that came to my house were very friendly and helpful and did what AnyVan could. However, I am very disappointed that it was not possible to get my treadmill downstairs, and yet I had to pay full price. It needed to be dismantled to get it down the stairs (there is a narrow doorway) and around the corner to the basement - I was unsure if this was the case but for £86, I thought this would be included in the price (£86 is expensive to move 1 item). I want to make it clear that there was a miscommunication in what needed doing, as I thought the removal service would be equipped to do this. But even if not included in the price, I can understand that I would still have to pay a call-out fee, but I don't think paying full price is acceptable.
I want to stress that the people that came were as helpful as they could be but that I was then put in a position where I was told by someone on the phone that I would either have to risk my treadmill being damaged on the way down, as it couldn't be dismantled, or cancel without a refund. There was no option to rearrange the visit with a team that could help dismantle it and get it downstairs (which is what I thought I had arranged and pay for in the first place). I don't think this is acceptable and would like a refund for some of the money. I used the LiveChat service to explain this and the person I spoke to was polite but confirmed that I would not be able to receive a part refund. I am very disappointed with the AnyVan service, which is a shame as the people that came were very friendly.
I will be seeking legal advice and would advise anyone using AnyVan to be overly clear as I think miscommunication can be easily done with this company.

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 AnyVan 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!

PLEASE EVERYONE DO NOT USE ANYVAN.

I bought an item on gumtree and it was linked to ANYVAN. I TRIED TO POST THIS ON THEIR FB SITE BUT IT WONT ALLOW. MY STORY.
Three weeks ago I purchase a patio sliding from gumtree and accepted the bid from AnyVan because of the urgency I selected and accepted the quote. The item collection date given so I forward a copy to the seller, stating the date and time. The day of collection arrived and I got no reply from the driver until late that evening offering and apologising for non collection. AnyVan said AnyVan gave the driver a penalty and as a good jester they refunded me £9 I was shocked As the item was located in Durham, it's only an hour away. He said he will collect the item at lunch time. Both the seller and I tried to contact him. I then contacted ANYVan and they apologised and said they will find a replacement driver, it took two days and another driver was allocated. He said he would collect the item the following morning. Around 12pm. I got a text from him stating he is unable to collect because he thought it was a patio door. Why would I pay so much for an item when I could have purchased one local. I asked the driver if he read the ad. I indicated that a sliding patio door and the photo as described in gumtree. A sliding door means a frame a fixed panel and a sliding door. He demanded payment and I called AnyVan he then sent me a text saying he got paid.
I contacted AnyVan again and after explaining to the agent he agreed relisted the item as he indicated that his system would not automatically list it like I want. I said the driver said he got paid this is not good customer service as the error was your system listing, again he, his name was Paul promised that a manager would get in contact with me ASAP. I waited no call. Easter weekend. On Monday I contacted AnyVan and they apologised. They said they were looking into reallocating someone, Yesterday, I had my pug put to sleep so I was sad and disappointed. I called them again and someone who I spoke to said she would look into the case. I told her again about the incident and that my pug had died she seemed genuinely kind. This morning I got a call from the driver who said he will collect the item between 2 and 3. I sent a message to the seller and at 3pm I had a miss call. It was AnyVan, I returned the call and the most rude individual named Mark from Gateshead office said this to me. The driver went to the collection point. The item is not as described, he is demanding another £40 to collect, and I have to pay AnyVan a fee of £20. I asked immediately to speak to a manager, he said those are the manager instructions, and he won't be bothering her, further they have cancelled the booking and will not be refunding me my payment. I was shocked stunned I would normally respond in an ungodly manner but I am so depressed about my pug.
In the past AnyVan have a rule that if you do not cancel the booking within a day you will not be refunded. If they do not call you back within half an hour they will credit your account. I have lost £80 because a seller delayed and they refused to refund me. When I contacted the via web chat to get the their FB information the agent was hesitant and gave the link but it did not allow me to post. I warned AnyVan in the past that their activity is unfair and is in violation with the consumer protection act. PLEASE SHARE THIS I WILL COPY IT AND SEND IT TO THE CEO.
I have lost £100 for the sliding patio door, £45 delivery and mu builders cannot finish my office porch.

The driver and the service itself were great - no complaints there. What was disappointing was that AnyVan, despite telling us that we could edit the details of our load until a certain point before the pick-up time, charged us a huge and entirely unfair surcharge. None of the customer service reps was able to explain this, and it remains unclear whether there was simply a huge penalty or whether it was the change in the load that caused the price to surge (and in fact double). The size of the load did not really change, not did the load time - but AnyVan's algorithms came to a very different conclusion. Effectively, we switched from a few large boxes to a larger number of small boxes, so this may even have made loading easier.

What I am particularly disappointed by is that the problem only became apparent at a point when we were in no position to look for an alternative provider. Combined with the poor customer service the whole thing felt like a deliberate way of putting the customer in a tight spot with misleading device and then ripping them off when AnyVan have no option of backing out of the transaction. The follow-up customer service experience was fairly disappointing, too, and I never really got the feeling that AnyVan had understood how badly they had got it wrong, and how unethical their behaviour is.

I will never use AnyVan again, and I will continue to advise anyone I talk to against using them.

I would have given zero if I could and I am afraid that I was a victim, like many others. I am deeply traumatised by the whole experience of using them.

When I initially made a booking, I made clear that I was moving my flat and I wasn't sure how many... but I mentioned aroud 40 boxes (a very big mistake and please don't ever give them any sort of estimate and AnyVan will screw you over it!). I thought that like many other removal companies, it was just a rough estimate and nothing more. At no point, they warned me that if you didn't have a correct estimate, you will get screwed basically - oh, they claim that it's on your terms and conditions. This sort of things should be highlighted when you booked through chatting with an agent! Only of the agent highlighted this, I would have said that as I wasn't sure how many boxes, I wasn't comfortable.

So, apparently two guys came in to help move my stuff. At no point they mentioned that they couldn't move all my stuff until the last minute. I was in a panic, trying to pack up everything etc. And then only like nearly an hour later, they told me that they won't be able to upload everything - I was in such a shock! Why didn't they say it upfront and sort out the issue first rather than making me stuck and giving me no choice?

And then they asked me to pay for £100 to re-deliever (which they delivered like 3 hours late!) - to be honest, if I knew from the beginning, I won't have let them have uploaded my stuff at all because there was no point and it caused so much more issue! Because I found an alternative provider immediately.

And yet, rather than being apologetic, they keep blaming me that I didn't provide a correct inventory. Head of customer service called me and even said "see you at the court!".

I mean the whole thing is just unbelievable and unthinkable - I moved many times in my life and never happened before! I mean what kind of people would do such a thing! Moving is very stressful as it is.

It's very disappointed that they only care about the money (even after the whole thing, they only care about if I was going to pay £100 and otherwise, threatened me that my stuff would be moved at the storage and charge me) - again, why the hell they uploaded my stuff at the first place if they weren't able to manage the whole thing.

I am very shaken by the whole experience and very traumatised by the whole experience.

I also want to highlight that they're not regulated at all and they don't even seem to be with the removal ombudsmen service.

I initially made a booking on the 18th of February 2018 for my goods to be taken from Twickenham to Devon. When asked online how long we would need the van and driver for I requested 8am to 6pm given that it can take up to 4.5 hours to drive there directly. The goods we were moving were items that we needed that same day as we have a young toddler that we would be driving at the same time and I am 6 months pregnant with twins. We had a time frame to work within and needed to leave home by 9am the latest in order to collect the keys for the new property in good time as it was Easter weekend. When we booked we asked for a direct booking and we were allocated a driver. We were told via email in the what happens next section that Anyvan would be in touch to coordinate the move and details that were satisfactory to us. This did not happen. We were sent a few messages from the driver to say he would be in touch. On the Monday before our Saturday move date my husband had to chase up the driver who said that he would be staying near Twickenham the night before the move and could be with us even earlier than we had anticipated. This was music to our ears. However, on Thursday the day before good Friday after 4pm I received an email to say that HE HAD MADE a mistake and double booked and needed to be in Norfolk early morning and would be with us by late morning. This is geographically impossible. We started to panic and tried ringing Anyvan for assistance, we urgently needed our goods to arrive on the same day as key collection and to arrive before AnyVan closed for Easter weekend. It was too late to source something new as prices were sky high sandwiched between two holidays. My husband tried relentlessly to get hold of customer services on Thursday he was told it had nothing to do with them. We tried again on Friday morning to make contact with yourselves having then been told by the driver he could pick our goods up and drive to Norfolk but delivery would be the following day. Anyone who has young children knows that this is not an option. We were desperate. Continued to ring customer services and was continually told by a lady in the department that she was unable to help that the driver who we since were unable to make contact with had cancelled the job himself. Pleading with the lady to have empathy for our plight and to refund our money she said she was unable to do so. She said she would try source another driver but it wasnt likely to be the day that we needed. Anyvan I say this to you, moving peoples goods particularly long distance means that you are probably in a lot of cases involved in an emotional situation. This means that you cannot disregard peoples feelings at the time and let them down last minute as we were eventually told on good Friday. It made an already emotional time 100 percent more stressful than it needed to be. The contract was not fulfilled and I feel as though we have been let down and quite frankly robbed. Drivers should not guarantee one thing and then shortly before the time be able to let people down in this way. Further than that the experience with customer services was utterly appalling and the fact that I ended up getting my pregnant self into such a state while pleading for empathy is beyond me. The driver hasnt been paid as he has not completed the job. He made a mistake (which he stated in his email) and then he cancelled the job last minute when he realised he couldnt fulfill it. For Anyvan to retain funds is nothing short of theft. I would like this matter to be resolved urgently as we have had to pay for alternate means of assistance which came at a great cost to us.

***AVOID***
So I booked this company for my mum who was moving house for a fresh start having become widowed after my recent fathers passing. I received a very fair and competitive quote after filling in the online form with all movable goods. I asked several times if there was any hidden charges/agenda behind the quote price to which I was assured - no. Likewise if the area (highlands of scotland) would be known/familiar to the driver as she had to be out of the house and I could not afford any hiccups leaving her stranded and homeless. Again, all of the assurances were that I have nothing to worry about. Needless to say I didnt hesitate in booking a Saturday slot between 8-12 am complete with 2 helpers to assist my mum. I made the call on the Wednesday.

On Saturday morning at 09:30 hrs (1.5 hrs into the allocated time slot) I received a call informing me AnyVan could no longer provide a van, driver and service. I asked how this could happen on the morning and day they were meant to be assisting my mum with moving and how this never came to fruition before now?! This was same day and 1.5 hrs into the time slot I had booked... I had several phone calls back and forth to try get resolve. Unfortunately each and every time I phoned I spoke to a different call centre and person (Newcastle, London, Liverpool) all of which advised that they didnt have a manger that I could speak with?! The told us the earliest they could get us a van, driver and service was on Tuesday the following week. I advised this was a disgrace and all the reassurances you gave me before I made the booking are false and farcical.

I also later discovered that even though you get a booking confirmation, your money is taken and everything looks sorted. All Anyvan do is act as a middleman and go to local firms in the area to get to do the quote price they have given you. So basically I paid for an advertisement and then was told it would take further 2-3 days to get my money back... as a result of this we had to pay another firm and find further funds to book this until anyvan refunded the money.

There was no compensation, remorse, discount/free service offered. This is my first and last dealing with this despicable company. Be very cautious!

DO NOT HIRE THIS SERVICE. We went through reviews beforehand and decided to ignore the occasional bad reviews, and go with this 'cheaper' option. Bad idea.

Absolutely disgusted with my service. I was informed at time of booking (when I hadn't finished packing) that any little bits and pieces that needed adding could be done so for an extra fee on the day. The drivers were so rude and left with half a van empty, when all we had left to take was a few pictures, a wine rack, and an ironing board. Our car was packed full so we couldn't take them. We even offered to pay more, but AnyVan said no and left. This meant we had to leave these items and return for them at a later date, 140 miles away. On arriving at the new house, the drivers placed all our items downstairs, including our superking mattress, which we then had to try and get up the stairs despite my partner having a broken hand. Their attitude was so disgusting whenever I asked them to place something in a certain room, that I felt uncomfortable being in their presence and ended up going to stand outside until they left.

When I complained to the company about our experience, the customer service representative fought me tooth and nail on each issue, spoke very condescendingly toward me, and completely contradicted what the initial person on the phone said to me when I booked. Considering I booked over the phone, I expected the information they gave me there to be correct, but apparently it wasn't and they were just trying to make me happy so they could take my money. As for the extra items, apparently the drivers will not take anything that's not on the list, although when I tried to amend my order online prior to the move, it would not allow me to do so. The company also told me we had booked for a 'ground floor' move, so the drivers weren't obligated to take anything upstairs, however the representative on the phone at booking simply asked what kind of property we were moving into (a house), and didn't specify that we had to state some items would need to be taken upstairs.

NOT WORTH THE MONEY. We paid £500 for this move, and would much rather have paid a couple of extra hundred for a good, local company who would do their job properly. WOULD NOT RECOMMEND.

SHOCKING EXPERIENCE. I hope people read this review before considering booking with this company. I very rarely write reviews and I feel like I am a reasonable person. I completely understand things can go wrong (delays etc) particularly in the removals business but what I find completely unacceptable is when a company makes absolutely no attempt to offer any alternative or compensation when a booking is cancelled towards the end of day as was the case.

I had booked Anyvan for a 10am-12pm arrival last Friday 15/11. We received a call from them shortly before 10 to say the team was running late "due to traffic". I was a little disappointed as we were only told a few minutes before the beginning of the arrival window, but fine I thought. I was told 12-2 was now the new arrival window and as long as this was the case, we could still move before our buyers moved in at 5. At 1.30, I then called to double check that the team would arrive by 2. No answer for the direct number of the removals team. I then called Anyvan and was on hold for 10 minutes before giving up. So I called again "requesting a new quote" and surprise surprise, I got through much more quickly. AnyVan said they would call back to let me know. Just before 2, I was told that the team was further delayed and was now expected 4-5pm. The job that the team was on had overrun. In other words the first late running excuse of "Traffic" was completely untrue. I was then asked whether I would be ok to agree resubmit the job to "4-5pm" to see if anyone else was available. I asked what would happen if no one was available. They said they didn't know but that the job allocation team would let me know. I asked them for a direct number for this team and was told there wasn't one. With little alternative, I agreed. After waiting for 20 minutes with no call from Anyvan, I called up again. They said the job had still to be allocated and advised that the job should be cancelled. Understandably, I felt stressed, let down and asked about their compensation policy. I was told that there was no compensation in place.

With a property full of our belongings and the buyer moving in less than 2 hours, I was forced to hire out 2 vans and together with my 73 year old father in law, had to do a triple return journey between London and Cambridge in 2 hire vans, through driving rain, rush hour traffic and early evening darkness. We had to continually ask the buyer to delay moving in until late evening which thankfully they agreed to. By the time we finished moving everything, it was 11.15pm. My father in law and and I had both initially planned to drive back up to Yorkshire after the move but given the finish time, we then had to book a hotel for the evening. The total cost was far in excess of the initial budgeted removals cost - in addition to the incredible stress levels caused.

This company is obviously a large one with 22,000 drivers across Europe (I'm told). And I'm sure that a large % of jobs go through with minimal inconvenience. But for those booking with the company, you should be well aware that if something does go wrong, you'll likely be completely on your own. I will tell everyone who asks about removal company recommendations to avoid using this company. I'm amazed (as are all our friends and family) that a company like this can operate with such a blatant disregard of customer service and with seemingly no consequences. Avoid like the plague.

I've used this service twice now, and I cannot in good conscience recommend it.

The first time was largely uneventful. The driver turned up three hours late for collection and four hours late for delivery. Very possibly due to circumstances outside of his control, so extending him the benefit of the doubt, I decided to use AnyVan again when I needed to vacate a flat in Edinburgh.

I agreed to vacate the flat by a Monday, and I arranged for the collection of my belongings on the Saturday before. The driver, after confirming with the depot that he'd be arriving in the morning, switched his phone off and went AWOL. Not myself nor anyone at the company could contact him. After a day of frantic calls with customer service, AnyVan arranged a replacement who phoned to say he could definitely be there on Sunday. He said he had one pick-up to do from Brechin, and a delivery to Glasgow, and then he'd be with me in Edinburgh. He was informed that I was legally required to vacate the building by Monday morning.

I sent the replacement driver a message around midday on Sunday, and he announced he was on Skye waiting for a ferry...

He said he wouldn't arrive until late, so I had to ask my flatmate to load up the van as I had a non-refundable train ticket for 19:00. At 20:00 I asked where he was again, and he told me Fort William, en route to Mallaig. I. e., the west coast (Edinburgh is on the east coast). He said he would not now be able to make it until the small hours. I could not apologise enough to my flatmate; it is a horrible situation to be in. I said not to expect the driver's arrival before midnight. The driver then rang me and accused me of giving inaccurate timescales: sometime near midnight was far too soon.

The driver then arranged to pick up Monday morning first thing. At 11:30 I spoke to my flatmate who had heard nothing, had rung the driver four times with no answer, and had now lost all his patience. By now, the new tenant had moved in and was severely unhappy to find my stuff still in the corridor. I sent the driver a message asking where he was, saying that this was ridiculous. The driver responded by saying he had never agreed to be there first thing, that he'd cancelled the pick-up, and that he doesn't work with '$#*!wits'.

Ultimately, I had to drive back up to Edinburgh from Sandbach (its a four and a half-hour drive each way) to collect my stuff. AnyVan refused to offer any compensation, not even to cover my fuel costs. In the interests of fairness, the staff were very apologetic and promised the swift return of our deposit, but in my opinion, this wasnt satisfactory after my experience.

Maybe some people have had a flawless experience with this company, but not me. At best, expect a driver who'll be 3-4 hours late. At worst, one who goes AWOL, and in-between are the drivers who change their story every time you ring them, who are not dependable, and who are abusive when you try to get a straight answer out of them. An incredibly stressful experience for me and my family, not to mention the people inconvenienced in the Edinburgh flat.

Ultimately, if renting a van yourself is an option, do it. This is not worth the aggravation. Especially dont chance it at the weekend, as the driver might decide hes owed a day off.

TL; DR: Using this company is rolling the dice. If they come up short, expect disappointments, unreliable drivers and abuse. Do not use if you have deadlines!

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, AnyVan 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.

I have recently used AnyVan to source a removal company. ALL of their suppliers seems to be excellent. Mmm. My cheapest quote was £267, but I used one at £338 as quality was important. The reviews were very good. It turns out that AnyVan had NO idea of how to do their job. My requirement was to fill my 175sq ft unit and I would do the rest. The day before they text me to say that they would be late as stuck in traffic, this is the 2nd time they got the day wrong. Again texting me on the day to say that they were stuck in traffic. They turned up in a 70 sq ft Luton van proclaiming it would only take one trip! On returning from the storage unit they said that it closed at 4pm and could not complete that day and that they would have to charge extra to come back the next day. I contacted the storage facility to pay for access to 10pm. They informed me that they were very slow and were not maximising space at all. After the 2nd trip, they informed me that there was no room for the dining table. I insisted that it would fit in and they relented. The day after we re-organised the unit and got in 4 chairs, a cross trainer, 3 tables, a steel kitchen unit, a 5ft hi-fi stack and 2 4ft speakers, 2 large pictures, 8 boxes and 6 bin bags.
When I wrote a bad review, AnyVan stopped access to the review and put "Feedback being reviewed by AnyVan Team".
This at first seems reasonable.
However, the same supplier has a review that states "Feedback being reviewed by AnyVan Team". From 10 to 12 months ago. Another one, same supplier 1 year and 5 months ago.
Another 1 year and 9 months ago.
So are AnyVan actually reviewing these bad reviews?
There is no point in having reviews if you can not put them on their website. I accept that sometimes they need to be reviewed. But almost 2 years to review!

After months of saving money from my 8 year old son's disability benefit, we finally bought him a swing and slide set he had desperately wanted, so he could play safely at home and meet his sensory needs. Playgrounds can be difficult for him. We booked anyvan to collect this for us 8 miles away, near the rugby stadium in Twickenham. The evening before collection we were called demanding extra money to collect our 'large' item (though we gave them an accurate description during booking via the Ebay listing) and after paying which left us with no choice of pay further or lose our original payment which is wrong! Furthermore unbeknown to us on the day of collection due to a rugby match the main access to the road was closed. Despite there being secondary access the driver cancelled our collection and left to another job during our pre paid window with 3 hours remaining!. Not only did anyvan refuse a refund AnyVan expected us to pay even more to rebook. We are now in contact with trading standards. If anything the most upsetting part is that This is a company who on their website claims that they do charitable work and help those in need. However is contradictory to how they have treated us! Hypocritically keeping money from a disabled child for a service they did not provide. Trust the 1 star reviews this is a money grabbing company with poor customer service. Suspicious combination of only 5 star and 1 star reviews. All the positive 5star reviews on here have been 'invited by anyvan' to wrute a reciew. Coincidence no? Trust the latter. Please check other review sites for the real reviews of this company l e.g. GOOGLE ANYVAN REVIEWS

Terrible experience- do not use this service. We booked to have a treadmill carried down two flights of stairs in our house. My husband called up to explain that it was really heavy and the stairs in our house were awkward. He made it clear that it would need very strong people to move it. At no point was he asked the weight of the treadmill. Any van reassured him that AnyVan were experienced in moving treadmills and that it would be possible as they move ‘pianos'. My husband was told that he did not need to dismantle the treadmill as they moved fold up treadmills ‘all the time'. When the men came to move the treadmill, they could not even get it out of the room as they could not lift it. After sliding it across the carpet, it was left in the doorway for my husband to move back to its original position. This took them about 2 minutes and then they left. When we spoke to Any van to get our money back, my husband was told that it was his responsibility to know what weight two men could carry and he was asked ‘how' he ‘expected them to be able to lift it if it wasn't dismantled'. After this, he was asked why he didn't help the men lift it (seen as my husband and I had managed to get it up there in the first place). We were told we could not have our money back and could not speak to a manager. My husband then asked if they could lift a spin bike instead so that we were at least paying for something to be moved and we were told that we had paid for a treadmill to be moved and so nothing else could be moved. The irony is we have paid for a treadmill to be moved 1 foot. The most worrying thing is that the company seem to have no thought for the safety of the drivers as the men who turned up clearly weren't strong enough to lift it and yet the company had not checked to see the weight of the treadmill beforehand- this is clearly not effective safeguarding of the drivers. From looking at Mumsnet, it would appear that we are not the only people who have had problems with the company. Do not use this company.

IF YOU ARE THINKING OF USING ANYVAN THEN PLEASE READ THIS REVIEW

I am not one to ever write a bad review, but the unacceptable service I received from AnyVan has compelled me to on this occasion.

The drivers arrived to deliver our furniture at 00.15am. The journey from collection to delivery was over 100 miles, so we were told that AnyVan could arrive at the destination the same day as collection or the day after. It was only at 10pm on the day of collection that we received a call from out driver telling us he would not be there until midnight. We had no choice whatsoever in this. The driver arrived at 00.15am and didn't live until 3.49am. We live in a second floor flat so this disturbed our neighbours considerably. Not to mention that this is just an unprofessional and unsociable time. If you do book with AnyVan make sure you specifically state a latest time for delivery. I would not have thought this necessary, but if you want to avoid being up in the middle of the night and disturbing your neighbours then I would recommend it.

We had to do a lot of the heavy lifting despite having paid for 2 men instead of just 1. We paid for 2 men to decrease the amount of lifting we were doing because we didn't know the correct technique for lifting heavy items and so wanted to avoid injury. When the driver and his 17 year old son arrived, they had already been working 16 hours that day (they told us they started at 8am) and so were tired before they even stated lifting. I completely understand that they were tired after working a long day but surely it would have made more sense for them to arrive the following morning instead. On a number of occasions the driver said to my partner 'help me, I'm an old man'. Of course we were more than willing to help with some lifting but we had paid for 2 professional men for a reason. If you do not want to lift heavy items, state this on the special instructions of your booking. Again, I would not have thought this necessary.

The driver told us to destroy our sofa when it would not fit into the flat. One of my main concerns was the driver's attitude when he realised that the sofa would not fit in the flat. At this point it was blocking the stair well so that tenants in the above flat could not get downstairs. Instead of now taking the sofa back downstairs, the driver insisted that the sofa could not be brought back down. He said he had to leave to be somewhere else and we would need to destroy the sofa. As you can imagine this was a very stressful and upsetting situation. After speaking to the driver and his son for at least 20 minutes we eventually managed to persuade them to bring it back down. This process was rushed, causing damage to the sofa and creating even more noise.

There was extensive damage to our furniture and our property. The damage to our furniture was unacceptable. The wooden dining table (which was previously is excellent condition) arrived with a large scrape down the centre and the seat of one of our leather dining chairs was ripped. Again previously in excellent condition, our sofa now has multiple tares in the fabric, the wooden frame is very weak meaning the sofa now rocks side to side and the metal bars of the sofa bed are twisted. This £899 sofa bed was no longer in an acceptable state for use meaning that we had to get rid of it. In addition, whilst trying to get the sofa upstairs, the walls of the stairwell were scratched and damaged so that there are now obvious holes, cracks and marks which will need to be repaired. The driver and his son were not careful with our furniture, on many occasions even standing on the arm of the sofa.

We were not covered for damage. When I informed AnyVan about this damage they explained that because I did not pay for comprehensive insurance that they could not accept responsibility for the damage. Maybe I was naive in thinking that a professional moving company would take responsibility for any damaged caused to your items in transit. This is not the case. The basic insurance included in the price only covers for fire, lighting, aircraft, explosion and theft. If you book with AnyVan make sure you pay for comprehensive insurance. This is not cheap, but worth it if trusting them with your furniture.

The customer service was extremely disappointing. I first asked to make a damage claim as well as a formal complaint about the service on the day of delivery over a month ago in August. The damage claim was dropped, without any kind of compensation or acceptance of wrong doing. Then, only last week after many, many emails was my formal complaint about the service on the night of delivery addressed. During this correspondence, the member of the AnyVan team I was speaking to kept changing and so I had to continuously repeat my reason for complaint. This is unacceptable customer service - it felt like they were doing everything they could so I would get fed up and drop the complaint. Despite everything mentioned above, I was only originally only offered £20 due to the late arrival. After further emails, I was offered another £25 as a 'gesture of goodwill'. To get to this stage with AnyVan has taken me 6 weeks of continuous emails and phone calls and they are still yet to have responded to all of my concerns or accept any kind of responsibility.

I will finish by saying that my brother has also recently used AnyVan. He was allocated a different driver and had nothing bad to say about the experience. It is a luck of the draw with AnyVan. You cannot be sure of the standard and quality of driver you will be allocated. So if you are in need of a-man-with-a-van' I would strongly advise you to use someone local and recommended rather than take a chance. That is certainly what I will do in the future.

I am absolutely appalled by the service I received, and would strongly urge anyone against using AnyVan in the future.

If you are thinking about doing business with this company, I implore you to read this.

We were looking for help moving house, furniture, and all sorts of personal belongings. Found AnyVan which has delivery drivers give quotes/bid on the job you require, and you choose one to do the delivery job for you. Sounds nice and simple.

However this proved to be a nightmare. Original quote of needing two vans, AnyVan only turned up with one. Next day after we were supposed to have vacated our old house, another van eventually turns up, still not enough. Later that night third van turns up, supposed to meet with earlier van, unload everything back on to one larger van. Supposed to.

After a few days, first van turns up at new house before we do, only one driver, having been told by our AnyVan contractor 'Georgeo' that someone would be there to help unload. Never the plan, so we had to phone relatives nearby to help. The driver also was expecting to be paid in full, not receive a second half of payment as we'd agreed and partially paid already with Georgeo.

And the 2nd delivery van? Supposed to turn up the next day, but no sign of it for days, which turned into weeks. Georgeo supposedly didn't know that the 2nd van didn't show or what happened to it. Then we got excuses that it had broken down and was being repaired, and that our belongings were put into storage. Then they asked us what van had gone missing, what license plate. They say our stuff was in storage in London, then they say in Scotland. Then they ask us where our stuff was being stored. Then it transpires that Georgeo had subcontracted the job to other drivers/companies, and he tried to wash his hands of it! He tried to say our contract was with them. We phone the driver's mobile, someone else answered and said he'd gone back to Romania for Christmas. Needless to say we didn't have a very good Christmas wondering where half of our expensive, or sentimental personal belongings were, or if they were being sold off elsewhere in the world.

Someone at AnyVan first said they'd deal with the police it would be better going through them. But next time we spoke to them, they said we had to deal with the police ourselves, they won't do that. Data protection aside they just told us the full name (you reading this, George Bivol?) and address of username 'Georgeo' and apart from making some calls earlier to find what happened they just washed their hands of it all. Reading in their terms on their website, they DON'T vet their drivers for their customers safety, and apparently our contract is with the driver/company that won the bid/job in the first place, not with AnyVan.

Police or otherwise, some sort of outside intervention seems to have persuaded them not to steal our belongings. Eventually Georgeo finally rang us out of the blue and said that the van had been repaired (why they couldn't have just used another van I don't know). However he pulled the same scam before, expected us to pay in full on delivery to the driver he subcontracted, the cost was a lot more due to 'emergency Christmas/New Years delivery' when our agreement was it would be delivered only within a few days, well before Christmas. When we spoke to him and told him we'd already paid a large part, his excuse was then we had to pay for the storage too, which again was not our original agreement/legal contract. When we first met he spoke English well. When in disputes over the phone afterwards, he suddenly struggles to understand what you're saying or how to speak English properly. Once he was even slurring his words and sounded drunk, and handed the phone to his wife to speak for him on several occasions, and European accent became much stronger and harder to make any sense of.

We don't blame the subcontracted drivers, as they were ripped off and didn't get paid either, for the most part. We had to negotiate our own little payment agreement with the late 2nd van driver who came a long distance on his own money, not having received any of the money we paid George upfront. They also said where they actually did pick up our stuff from storage, and that they had to collect one of our TVs from a house which we believe to be George's personal residence!

AnyVan didn't want to know after they handed over George's details, it was just left between us and the police.

Furthermore, had no luck sorting out whose insurance to go through for damages and missing property.

Really disappointed with my last experience booking a move with Any Van. Extremely stressful and upsetting experience. I will never use again and will urge anyone reading this to look elsewhere or to be extremely careful with what you 'agree' to.

For those who are interested in the specifics please read on. For those doing some quick research - scroll down to the summary.

My driver was assigned to collect the contents of a 1 bed flat from Dorset and deliver it to London on a Saturday. At 2pm on the day of collection I was told that a road accident meant he could not get to the collection address (a rural house without the best access) until 11pm! This time then changed to 9pm then 8pm - I was forced to cancel the pick up as it would have been impossible in the dark and I was not willing to allow all my possessions to be kept on a van until Monday.

I called customer services and explained the situation and how frustrated and let down I felt. This particular weekend was the only opportunity I had to move my furniture and I was faced with the stressful situation of finding an alternative at such short notice and on a Sunday. I asked if a different driver could do the job on Sunday and was told that it was highly unlikely due to such low availability.

Any Van told me that AnyVan could put the job back out and contact me if someone became available. I agreed to this out of desperation to find someone to do the move but did not realise that in agreeing for them to put the job back out I was bound by the same cancellation policy and terms at the point of booking the original pick up. This was NOT made clear to me at all.

I hear nothing from Any Van all Saturday and take matters into my own hands and find someone later that day who is able to collect my stuff on Sunday from Dorset in daylight and deliver it to London the same day.

On Sunday morning at 8:30am my parents (who are at the pick up address) get a phone call from someone saying they are on their way to pick up my furniture. My parents called me to see if I knew anything about it which I didn't. At 9:15 I got an automated email from Any Van saying that a driver had been assigned to my job and would come between 8am-8pm that day! But neither of the 2 numbers Any Van gave as contacts where the numbers that called us.

I sent a text to the number which called my parents saying not to come because I had found an alternative and this was far to short notice. I try to call Any Van customer services but hear that the office is closed. I email them instead to say that this job must be cancelled and that I was confused as to why someone had randomly been assigned and were on their way before I had a chance to know anything about it. Soon after I get an reply from Any Van to say that cancellation on the same day would mean that NO REFUND was due. The job cost £173!

It was not made clear to me that I would not have the opportunity to accept or reject the driver if one was found at short notice. I this was made clear to me I would not have agreed to put the job back out. It is absurd to think that a big and seemingly reputable company would have this kind of policy on short notice bookings and make your life even harder by tripping you up on their terms and conditions. Especially when they had caused this situation in the first place by having a driver the previous day who did not planned the day properly for the jobs he had on.

I spoke to 2 different customer services representatives about this situation and they were totally stubborn and unshifting in reiterating over and over again their 'Terms and Conditions' and what I had apparently 'agreed' to in putting the job back out. After going around and around in circles they very begrudgingly offered a 50% discount.

Summary: This is a company which hides behind unrealistic terms and conditions which give them a license to print money at your expense. They should've dealt with this dispute much better than they did. Instead they took £86.50 and caused a huge amount of stress and upset. I will never use them again.

Deleting reviews, I wouldn't 't trust anything you see!
After leaving this review for one of their drivers, I log on to find its been removed, I wouldn't trust anything you see on here as AnyVan clearly doctor their reviews...

Here was my review of one of their so-called "Anyvan Accredited Gold Movers":

Company quoted me for 600kg and half a van around a week and a half before I was due to move, I was told would be picking up between Wednesday and Friday, after several emails and trying to go over their heads contacting Anyvan for them to contact me with regards to an exact date and or time, I finally heard late Tuesday afternoon that it would be being picked up the next day! I literally had to rush to unpack my whole house within 1 day due to serious lack of notice! Fast forward to the day of collection, I a polish guy, I assume came, who didn't speak too much English with a girl. He looked at my stuff and kept saying it seems like 800kg. Despite paying greatly for this service, I had thought to speed things up by literally moving almost everything except for sofa and fridge, freezer and washing machine into the front room off the street. The girl did next to nothing, the guy kept having breaks every half hour, they would disappear into the van without a word, leaving me in limbo. As the half van started to fill up, I noticed he wasn't using the full size of the half of the van I had paid for height wise and I had to tell him and direct him how to stack the items up so they were efficient as possible. Eventually, the guy left, but this wasn't the worst part. The next day I received a call claiming that my load was "exactly 1200kg" or 1 full van load and they wanted to double the price I had paid, despite me carefully calculating the load I estimated I could have been 100-200kg out, not 600kg! They had me over a Barrell, after showing me some possible doctored video footage, who knows whether they had added additional weights on the truck hidden underneath? I had to pay the extra in cash to the driver so they could avoid VAT? The man I spoke to also had the cheek to tell me the driver had said I hadn't helped out much, despite me having already essentially done their job by moving everything already into the front room for easy access and helping with most of the stuff onto the van! On the day of my arriving in Spain, the driver came later than expected with everything seemingly intact apart from quite a few dirty marks on our bed mattress and headboards. We lived in a 2nd-floor apartment as I'd written on the quote, The man seemed to stay on the van and just move things around, doing nothing whilst he waited for us to bring stuff up, the girl lifted a few things to the apartment. I could tell they were both super unfit and really should be in a less active style job as at one point walking up the stairs with a washing machine the guy looked like he was going to have a heart attack! Overall I and my petite wife ended up doing most of the work, every time I came back down to the van to collect I would see them sitting or slouching looking very tired and disappearing, I assume for a cigarette. Overall I was very dissatisfied with the company, especially having seen one with such good reviews, maybe using a different driver, or just maybe a large tv delivered? I definitely wouldn't recommend this company at all, through every step of the process I find it's been very unprofessional and tbh they don't deserve to be rated by Anyvan. So if you want a van with hidden charges, lack of communication and very lazy drivers who barely help and look like they are going to keel over from exhaustion at any moment then maybe this is the company for you?

HORRIBLE EXPERIENCE! AVOID IF POSSIBLE! The movers asked me to remove a protective layer of wrapping around a credenza to see if it would make it lighter (it didn't). AnyVan then turned it upside down and used a dowel post to rotate it, causing irreparable damage to the veneer in multiple places. They then rammed the credenza into my heating unit, deeply denting the metal housing.

The movers at no time notified me about the damage that was caused. The credenza was the last item to be unloaded, and it was trollied in and unloaded at an angle that concealed the damage to the top. After it was unloaded I watched at a distance while the movers were looking at the top of it, but thought nothing of it until I saw the damage after they had left. It is now clear that they saw the damage and tried to hide it.

I also chose the size of the storage unit based on the size of the large pieces of furniture to be moved. I have a 35 square foot unit, but without the credenza I would only need a 30 foot unit. As a result, I'm now paying to store a piece of furniture that has lost all value as I do not have the time/resources to change to an alternate unit at such short notice. I will also need to pay someone to dispose of it on my return to the UK, as it's resale value is effectively nothing at this time as the cost of repairing the veneer and legs is in excess of its value.

This negligence is going to cost me well over 1000 pounds to rectify. When I contacted Anyvan about the damage, they informed me that they will only cover up to 100 pounds for the damage to the credenza (I paid 1200 for it). When I asked about the heating unit damage, they offered me a 20 percent discount because I might be lying and that the damage could have been pre-existing. This despite multiple witnesses that the units were undamaged prior to the mover's arrival, and a dent that watches the damage on my credenza.

I am rejecting their offer and exploring other legal avenues. If you value your sanity and your possessions, please DO NOT USE THIS COMPANY.

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 AnyVan 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?

Booked a delivery company through ANYVAN to take my household contents (32m3) very little furniture, no white goods just normal average household items from South west France to South East Spain. The drivers turned up at the appointed time (both Polish drivers and non English speaking) in two 20m3 vehicles very slowly started the loading process. AnyVan seemed more interested in talking to friends and family on their mobiles. Several hours later they stopped loading vehicle one which was about 50% full. Then proceeded to load vehicle 2 another few hours later when vehicle 2 was about 45% full they stopped loaded and stated they couldn't take anymore due to weight. They departed some 8-9 hours after arrival with more than half of my goods left in a house that I was vacating. House Owner very pissed off with me. The only solution offered by the UK company DD Moving supplying the service that they could send more vehicles at extra cost to me but not guaranteeing if it would one or more vehicles. So to sum up, I watched two half empty vehicles depart for Spain, a large pile of my things sitting on the ground in France. Two days later the drivers arrived with the half empty vehicles and to keep things consistent very slowly offload my goods. So what is the point of getting a quote for a normal transport job of normal household contents and only completing half the job. Vehicles supplied unfit for purpose, or perhaps it is just a scam way to make you pay more when you are in the worse situation to do much about the situation. So the moral of the story the quote you may receive will likely be the starting cost and no where near final cost. BEWARE If you are working to a budget as I was, you will find it blown out the window
As the saying goes cheaper is not necessarily better or in the end cost you less.

Booked way in advance and was told I could easily change my booking online up to 48 hours in advance. A few days before the move, I tried to change the number of boxes on my booking but the website said I wasn't allowed to change anything (even though it was much earlier than 48 hours in advance). I had an absolute nightmare trying to speak to customer services about it. Tried the live chat but people kept closing the chat on me as AnyVan couldn't help. I sent an e-mail that was never responded to. I phoned up and was passed around from employee to employee, put on hold, passed around again, on it went... Eventually someone told me the price would be DOUBLE for the new order (bear in mind, I wanted to change it to around 10 FEWER boxes than before). I obviously refused to pay this, though I was stuck needing to move in a few days. After me explaining the situation over again for the hundredth time, the customer service employee said they would phone the driver and then phone me back. He then told me the driver had agreed a 'special price' of £200 more than I originally paid. I paid it because I was desperate, but really I feel cheated. Why should the price increase by *any* amount when it included less boxes than originally estimated? Please avoid this company - their customer service is awful and they will cheat you out of more money if you want to change anything on your order.

My mum completed a housemove on Friday using anyvan and AnyVan were a nightmare from start to finish. They communicated well in the run up to the move but that's sbout the only positive thing I can say. "John" and hid college were rude and ignorant from the beginning. It became apparent quite early on that they had brought too small a van and would need to do two journeys. When the van was full my mum was put on the spot as they demanded an extra £200 to complete the job. They then proceeded to empty the house and deposit her possessions onto the neighbours front drive. My mum was relocating some half hour away where I was waiting to collect the keys to her new home to meet these drivers. I spoke with her on the phone through out the morning and overheard her being continually talked over as she tried to keep them informed on progress with the keys. When I got the keys and arrived to the new house John met me and barged through the front door straight through the house looking for rear access. I was taken aback by his rude and bullish manner and immediately noticed his lack of mask or gloves. I had my 6 month old daughter with me and asked John and his colleague where his masks and gloves were to be met with the response "why do we need them" and told that my mum hadn't indicated on the paperwork that she wanted them to wear them... as if it was optional. When I spoke to her about it she said they had arrived with no masks on and as she hadn't wanted to upset them and risk them not completing her move she had let it go.My mum is a nurse, she's in her early 60s and is a single woman who was completing a housemove alone. Because of the pandemic she had dealt with the logistics and planning of this move on her own. She hasn't held her granddaughter for 4 months because of the covid 19 pandemic yet two removal men had intimidated her into ignoring their lack of preventative measures.At the new house they proceeded to unload the first lorry full of possessions ignoring my request to use a mask or wear gloves touching door handles, banisters, keys etc. Her possessions were banged into the walls of her prestine new build taking chunks out of the wooden banister. As we unpack i have found smashed photoframes, her wall pictures have had their frames dented. Chests of drawers were dragged up the stairs as the men showed absolutely no regard for her posessions or new home. I would strongly urge anyone currently booked to use anyvan to reconsider but if you wish to proceed please ask about their covid19 policies in advance. People like this and their complete lack of ignorance are the reason this virus continues to spread. We have spent 3 days so far disinfecting my mums new home so she can return to her job next week. This is not a company who have any regard for their customers.

AVOID at all costs. I had the worst, longest, and most stressful removal day of my life. I cannot believe these positive reviews are even genuine. This company is an absolute con.

- I paid extra for a specific time slot 2-4pm. AnyVan arrived at 5pm. Nothing offered as an apology.
- They refused to take some extra plants I had, the website says you can load extra stuff on the day paying extra. I was ready to pay for this and my help to load my stuff. They made me pay one of their friends £40 for a 5 min extra job on a separate van... Ridiculous, there was plenty of room and time. We wasted time talking and walking around rather than getting my extra items. Absolute con.
- I had a massive parking space ready for them just opposite my flat. It wasn't big enough so they were sitting at the van smoking whilst I had to ask all my neighbours to move their cars just so that they could fit their gigantic van. All that space and I still wasn't able to use it. They claimed they didn't have time to load my extra plants... it took the other people literally 5 min to lead my tiny plants.
- They couldn't take me with them in the van. Never had this in my whole life and I have moved more than 10 times in the last 8 years.
- The driver told me next time I move out to call him directly...
- I could carry on...

I wouldn't be happy if any of my friends or family booked their services, and I would never ever use them again. This has been a con where I've spent £100 plus £40 in cash to their group of friends for a removal that shouldn't have cost me more than £100, no way. I am speechless.

I booked with anyvan due to excellent reviews on trustpilot. Received 2 calls before AnyVan booked date to say the driver would be with me around 1400 with a call beforehand with a definite ETA.

On the day I receive a text from the driver at 14.01 to say he has been delayed and would be with me between 16.30-17.00 and would call with an ETA nearer the time. At 16.35 I had not heard from the driver so text to ask when I could expect him to which I got a reply saying he would be at least 1hr 30 more (in a location at least 30 minutes away from my address) but was near my address the following day if that worked for me?

I had booked for a pickup between 08.00-18.00 on my one day off between working day shifts and nights shifts and so the following day was not going to be acceptable.

I was incredibly disappointed with this service and called customer services to see how they were going to deal with this situation. The gentleman who took the call was very pleasant and tried to contact the driver however had no response. I was told I would be called back shortly once they had contacted the driver and he would discuss with his manager regarding what they could do about the inconvenience caused.

I did not hear back shortly from them and had to get back in contact with them. I was told the driver would contact me shortly with a time he would be arriving. I received a short text that said I will be with you this evening, no time frame given.

Customer services offered to refund me £15 for the inconvenience.

I am very disappointed with the service provided and would not recommend this company.

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 neighbours 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 AnyVan 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 couldnt possibly have fitted all mine in it too. He claimed he hadnt been told about the other addresses, didnt 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 didnt, so I called back and they didnt 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 hadnt given them the other address. I pointed out I couldnt 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 neighbours garage), and having to find some money to somehow pay another company to complete the move.

I got a text Thursday telling me who my van driver was and their mobile number to get in contact, I was busy at the time and the message stated AnyVan would give me a call to discuss a more exact time slot so I left it up to them thinking theyre probably busy. Well, no phone call from them, I got a phonecall from headoffice at 7.30pm telling me the driver has backed out of the job due to the fact that we lived in a difficult location (moved out of a 1st floor flat into a 3rd floor flat) which I had stated in the notes of my booking which I made a week beforehand. The lady I spoke to Thursday evening was really lovely, no unfortunately she couldnt get anyone to take over the job but she was really trying to help and kept ringing me to keep me updated on the situation.

What Im upset about is what happened on Friday. Just after 8am a man called saying he was going to try and find someone to do our removal job today, and that he would ring me back in an hour to keep me updated. My partner (who was at that point at our old flat packing whilst I was moving boxes into the new one) gave them a call trying to find out what was going on but had no luck. Shortly after that at half 10 I finally got a phonecall saying that there still wasnt anyone to take over the job. He asked if we had any flexibility and I said both myself and my partner had today off work to do this move, were both working tomorroq and Sunday Im off but my partner is working, so I said very very LAST resort Sunday but Id much prefer it was today. He said he would keep me updated and ring every hour... well, Im still waiting as I havent had a phonecall since that one at half 10 Friday and its now early hours of Saturday morning that Im writing this!

I am so appalled that a company can do this. This was the first time in my life Id ever booked a removals service because I thought it would be less stressful but it turned out to be MUCH more. Im so upset and angry with the customer service I received on Friday, I will absolutely not be booking ever again and Ive already warned family and friends away from your company. I fully understand that sometimes jobs cannot be allocated and wont be fulfilled (I have had several jobs and they have all varied very much so even though I am quite young - which I imagine could be why nobody seemed to care that much about getting the job done) but the customer service I received Friday was the cherry on top of a really awful start to the day as whoever was dealing with allocating my removal clearly forgot all about me!

I have used anyvan several times before and was happy with them. AnyVan would previously get you in touch with independent companies and once you had chosen one, you would then be given their contact details and make arrangements with them directly.

This has now changed; you do not receive quotes from companies and do not get the man's contact details until the day of the move! So all of your communication beforehand is with anyvan only. It's the first time I have used anyvan since this was implemented and felt there is an obvious decline in the quality of the services:

1. I rang the company to ask a question a couple of days before moving. The person on the phone was reluctant to give a clear answer, instead he said this is in the T&Cs' (which by the way are about 10 pages long).

2. I was charged £15 extra for them to give me a T-W-O rather than five hour window for the pick-up time. They reassured me that the driver would call me on the day and give me the exact time; this never happened!

3. I was given an estimated pick-up time by the company on the day. The driver arrived one hour earlier WITHOUT ANY PRIOR NOTICE, while I was still finishing packing!

4. The first thing the driver did when he walked in was to count the boxes. There was one box, one shoecase and a medium size light plastic bin, on top of what I had declared. The driver suggested they would charge me extra for those, and that extra was 50% of what I had been charged originally! I called anyvan and they said the reason for that was that he might not have enough space on the van and it might interfere with other jobs he had later; well I later realised the van was EMPTY otherwise and he did not have any jobs scheduled before delivering my stuff.

5. The second thing the driver did when he walked in was to warn me that (in spite of the fact that he had arrived early unannounced) he had a 30 minute window for loading, and I would be charged extra if he exceeded this!

6. The driver forgot two large heavy boxes behind -one of which with important items inside- in the lift at the pick-up location He obviously didn't care to count what he was delivering, as there was no potential of charging me extra there. I later realised they were missing and had to go back late in the evening on a Saturday to find them sitting in the lift (see photo). Needless to say how distressing the experience was.
I spoke to anyvan the next day. They agreed to arrange for another man to pick them up and deliver them, but in spite of all of the above persistently denied me a refund, not even of the extra they charged for my extra items. One of them claimed that that's not in the T&Cs'.

At the end of all of this, anyvan very cleverly sends you a feedback form to complete on the driver's performance rather than theirs. I would like to stress that my problem is with the company and their policies, and I believe the liability for the above is primarily with them not the driver!

I have moved over 10 times in the last decade and never encountered any of the above issues. So I believe I have a good sense for what a good service and professionalism are about. I found the service I received simply unacceptable.

My experience was of an impersonal, ridgid service and of a company trying to use every opportunity to milk money out of me. These guys made an already stressful transition ten times worse! Needless to say I will not be using them again in future and will never recommend them to a friend again (which I have been doing to date).

AVOID THEM IF YOU WANT MY ADVICE.

We booked to have a tree collected from our local Costco store which we were told by the store was 7 feet tall and 100 - 200 kgs in weight. We booked online and thought this is easy and AnyVan sent out a van to collect it. When the delivery driver got there he had a normal van without a tail lift and it was too heavy for them to collect. He took a picture and sent it to the Any Van. Com Customer Care team and they called to say you need a bigger van and asked for the dimensions again. The person I spoke to was very rude and said he would call Costco himself which he did and they gave him the same dimensions that I had. I called Costco myself to check and then called Any Van again to check they were ok with dimensions and said did they have the correct vehicle and also suggested that just in case it was heavier make sure the van was suitable and fit for purpose! They said that they would have to charge me a further 120.00 to accommodate this. I spoke to a really nice lady called Angie who said she was happy that they had everything even a photo of the tree with a person standing next to it! They have gone back to collect the tree today with a similar size van but with a tail lift and it doesn't fit. Just spoken to Marie who said that she will not credit me any money back because even though they had a picture and the weight that because it was slight taller they could not lie it on its side because it was too heavy even though after paying 120.00 they charged me another 100.00 for the weight increase. I asked to speak to a Manager and was told I had to wait for 24 hours for a call back. So now it has cost me 92.00 plus 120.00 plus 100.00 for 1 tree that they had a picture off and the weight! Thank you Any Van for taking no responsibility and refusing to pay me any money back an absolute joke!