Good morning,
I hope this message finds you well.
I am writing to raise a formal complaint regarding my recent bookings with you.
I originally booked a van to collect a sofa from TW10 6QX and deliver it to SW1W 8NE on the 26th of June. I contacted your team a week before the scheduled date to amend the booking, requesting that the sofa be collected between 6:00am and 8:00am, and delivered to SW between 9:00am and no later than 12:00pm midday. You confirmed that this was possible, sent me updated email confirmations, and I paid the additional charges.

On the 26th of June, I received confirmation that the sofa had been securely collected and was en route to the delivery location, expected to arrive before 12:00pm. However, at 11:30am, I noticed on the interactive tracking map that the van appeared to be stationary. I called your support line and was informed, for the first time, that the van had broken down. I had received no prior notification about this issue or any delay.
Following my call, I received, an email informing me of a new delivery window between 12:00pm and 6:00pm — a change I did not request and one that was completely unsuitable. The sofa was the centrepiece of an event and absolutely had to arrive before 2:00pm
I called again and was told a new driver had been dispatched to collect the sofa from the breakdown location, and that it would still be delivered before 2:00pm. However, by 1:45pm, I could see from the new tracking link that the replacement van had been circling the area for over 45 minutes. I called again, and was initially told I was tracking the wrong vehicle — which was incorrect, as I had clicked the latest link. The person I spoke with was rude and dismissive, and eventually admitted that the driver was unable to locate the breakdown site.
After numerous failed attempts to contact the driver, I finally spoke with him directly. He explained he had been on hold with AnyVan for 45 minutes trying to get assistance in locating the breakdown address.
Despite your assurances that everything was being done to ensure the sofa arrived by 2:00pm, no effective action was taken without my intervention. The van finally arrived at 4:30pm — well after the event had ended.
Then, on Monday, I had arranged for the same sofa to be collected from SW at 9:00am and delivered to TA before 12:00pm. Once again, I was assured all the details were in place. However, the driver had incorrect pick-up and delivery addresses and called me multiple times during the day — my day off — to clarify. This added unnecessary stress and should not have happened. Why were completely inaccurate details passed to the driver?
Message sent from drive to me proving the completely wrong addresses:

Finally, I regret to inform you that the fabric on the sofa has been damaged during transit.
Please find attached all relevant screenshots for your reference.
This entire experience has been extremely frustrating and disappointing, especially given the additional charges I paid, the 4hours i spent on the phone waiting to get an answer and the repeated assurances your team provided. I expect a full explanation, a refund of the additional costs, and compensation for the damage and distress caused.
I look forward to your prompt response.

Kumar72 (2322) replied:

this feedback wrong we not done this job 26th we done only 30th we collect 9.15am and delvery 10.15am sofa damage when we collect time we take photo and we show cusomer please remove this feedback