AnyVan review, they are horrendous — use another company. Complete review below (CEO Angus Elphinstone)

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

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

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

If you’ve gone through a similar experience, the CEO of AnyVan (Angus Elphinstone) details are below: angus@anyvan.com

What I’ve learnt

• AnyVan sub-contract via the gig economy, they do not provide drivers or vans, they simply pass across customer details to an independent “transport provider”. From their website it gives the impression that staff are employed by AnyVan and have uniforms and pack branded boxes. This is not the case.
• At point of sale over the phone and on their website it is not clear that AnyVan would have multiple customers. This is not an A-to-B service, you are not hiring a van and a driver, you’re hiring space in van (like uberPOOL).
• It is not clear that your property is sharing this space and would be at risk. The customer is not able to make an informed decision about insurance. You don’t know how many customers are sharing the van or how many people will have access to your property over a certain time period.
• You also never know the location of the van or how long your property will be travelling for.
• Delivery time is not relative to early pick up-time. Items can be picked up as early as 8am but delivered as late as 11:30pm. AnyVan only guarantee a same day service.
• AnyVan do not provide all customers to the driver. The driver is able to book other customers and their property will share the same van. As a result should items be mis-delivered AnyVan are unable to contact the other customers due to data protection.
• They do not provide any type of digital or analogue checklist to ensure all items are delivered or accounted for.
• AnyVan cannot track the location of the van and does not provide software or smartphones to the drivers.
• Customer service hold times are lengthy (sometimes 20 minutes) and there is only one manager available in their Hammersmith office Monday-Friday.
• Their customer service team are powerless to resolve any issues should they arise. They are only able to “call the transportation provider” (baring in mind as customer you have this number).
• They have been unwilling to enter into a dialogue to resolve my complaint
• It is not clear that you are making very real trade-offs for cheaper price. (AnyVan also take a huge percentage from the driver as they’ve facilitated the booking)
• AnyVan do not have a formal complaints process or team to deal with complaints
• AnyVan are not part of an ODR (online dispute resolution service)
• AnyVan will not agree to a 3rd party mediation service to resolve disputes
• I am starting to question the authenticity of the AnyVan TrustPilot reviews, I plan to research this further.

Some addtional AnyVan contact e-mails can be found below:
c.lane@anyvan.com, edward@anyvan.com, customercare@anyvan.com, sandra@anyvan.com, hello@anyvan.com, report@anyvan.com, feedback@anyvan.com, info@anyvan.com