Date of publication
11/08/2019
Date of order
28/07/2019
11/08/2019
My order acknowledgement said it would be delivered within 5 working days. After a week I had nothing. I emailed and asked if there was a problem and I was told that one of my items was out of stock & an alternative was suggested.
I am at a loss to know why I was not informed of this by the company. Emails are easy to send. Why was it up to me to chase this? Not impressed with customer service.
3.33
Fair

Arrowfile.com replies: 14/08/2019
We would like to sincerely apologise for the lack of communication which would normally happen when an item is out of stock. This was due to temporary staffing issues and unfortunately was not followed up. I do hope you have now been kept up to date regarding expected deliveries of new stock ? We of course apologise for any inconvenience caused.

Date of publication
23/07/2019
Date of order
16/07/2019
23/07/2019
Card arrived with a scuff mark on the top right corner.
3.00
Fair

Date of publication
03/07/2019
Date of order
25/06/2019
03/07/2019
The goods are good quality but postage is well overpriced
3.00
Fair

Date of publication
03/07/2019
Date of order
26/06/2019
03/07/2019
Hermes took 4 days to deliver during which their tracker said it would happen within hours but not so. Driver nice but did not speak English and had to be directed to the front door
3.33
Fair

Date of publication
21/06/2019
Date of order
13/06/2019
21/06/2019
Ordered two identical items - received 1 correct item and one wrong item Had to go through all trouble of returning the incorrect item - unwanted hassle Now waiting for correct item - just hoping I don't get charged for it.
3.00
Fair

Date of publication
02/05/2019
Date of order
25/04/2019
02/05/2019
Too expensive, but you seem to have a monopoly in these goods, so have to buy from you.
3.00
Fair

Date of publication
17/04/2019
Date of order
29/03/2019
17/04/2019
Hermes give you a delivery time and then when it passes say you were out This happened twice although I was in both times. The next day the item was dumped on the front doorstep without knocking (both times). To complain I rang Arrowfile on 0844 number which cost me £2. No response from them. They should use Royal Mail.
2.67
Fair

Date of publication
13/04/2019
Date of order
05/04/2019
13/04/2019
Unfortunately only 3 f the 4 openings per page worked.
2.67
Fair

Date of publication
25/03/2019
Date of order
18/03/2019
25/03/2019
The tracking site did not work for 2 days. Day 3 I had to go out and within 5 mins of my return it was being delivered Too close for comfort But it could have meant more hassle had it been 5 minutes before my return.
3.33
Fair

Date of publication
23/03/2019
Date of order
15/03/2019
23/03/2019
I was sent the wrong sleeves, I ordered 35mm neg sleeves and got bookmark collectors sleeves, both had the same ref number, very disappointing.
3.00
Fair

Date of publication
21/02/2019
Date of order
14/02/2019
21/02/2019
All as expected.
3.00
Fair

Date of publication
15/01/2019
Date of order
08/01/2019
15/01/2019
Despite being at home Hermes failed to deliver the parcel here. Nor did it deliver it to the alternative address - also at home - but at a different address entirely.
2.67
Fair

Date of publication
14/01/2019
Date of order
04/01/2019
14/01/2019
The photo album inserts are good quality but all were damaged in one corner. It doesn't show much and not bad enough to go through the hassle of returning them, but disappointing.
3.00
Fair

Date of publication
12/01/2019
Date of order
14/12/2018
12/01/2019
Ordered 17 December, finallly arrived 11 January
3.00
Fair

Date of publication
06/01/2019
Date of order
29/12/2018
06/01/2019
was sent the wrong goods, called, was kept on hold for too long, then told just send them back, youll have to pay the postage, no big deal. She gave me this happens alot. This company has gone down hill. Think I'll look at anothe brand.
2.67
Fair

Date of publication
17/12/2018
Date of order
08/12/2018
17/12/2018
delivery charge is excessive.
3.00
Fair

Date of publication
22/11/2018
Date of order
15/11/2018
22/11/2018
Quality of goods and ease of ordering excellent. Unfortunately, the carrier firm (Hermes) that was used did not deliver the goods, although their tracker stated the parcel had been delivered and signed for. On contacting them, their reply was to repeat what the tracker stated. 3 days later parcel was delivered by Royal Mail? Very strange
3.00
Fair

Date of publication
17/11/2018
Date of order
02/11/2018
17/11/2018
It was OK.
3.00
Fair

Date of publication
13/11/2018
Date of order
02/11/2018
13/11/2018
Just about anything went wrong with my order. The issues were sorted after numerous emails and phone calls, a shame I really like the goods.
Don't think I'll be back to shop with Arrowfile anytime soon.
2 stars for delivery, I eventually did receive my order.
2 stars for customer service as it took them a long time to understand my complaint and put it right
3.00
Fair

Date of publication
31/10/2018
Date of order
16/10/2018
31/10/2018
I haven't received free folder you sent me an email advertising. I could not find an email address to respond to so had to do it here
3.33
Fair

Date of publication
27/10/2018
Date of order
20/10/2018
27/10/2018
Very disappointing delivery charge policy . Particularly for private buyers ( ie not companies buying bulk).No real explanation from your customer service who just said it has always been like this’.
I bought 2 items, paid the postage , then decided to buy a third -had to pay again a steep delivery charge which added 50 to the cost of the item Surely some scale could be considered.
3.33
Fair

Date of publication
05/10/2018
Date of order
28/09/2018
05/10/2018
shipping too expensive for low cost items.
3.00
Fair

Date of publication
04/10/2018
Date of order
26/09/2018
04/10/2018
Item arrived in mangled box and was very damaged. Delivered by Hermes but damaged enroute to the delivery man. Box had been cellotaped up.
Contacted customer services who were excellent. They immediately dispatched a new item and gave me a freepost address to return the damaged item to.

Replaced item arrived 4 days later - in perfect condition.

Excellent customer service. Well done Arrowfil
3.00
Fair

Date of publication
19/09/2018
Date of order
12/09/2018
19/09/2018
Not as big as I expected. P/P far too expensive
3.33
Fair

Date of publication
07/09/2018
Date of order
31/08/2018
07/09/2018
I have complained about your use of Hermes before, to no avail. Hermes delivered the parcel and left it behind the rubbish bins, right next to the pavement The courier put a card in the door, but only completed "Other - behind bins". Nothing else was completed. They clearly are not prepared to re-deliver. There is nowhere safe to leave a parcel; neighbours work night shifts and may be asleep.
2.67
Fair

Date of publication
06/09/2018
Date of order
30/08/2018
06/09/2018
delivery - despite 'do not bend' marked on package was pushed through letterbox. Wrong goods delivered... as yet still awaiting response to email re this sent several days ago. Previously have always been happy customer.
2.67
Fair

Date of publication
27/08/2018
Date of order
30/07/2018
27/08/2018
As order was sent on an untracked mail and not received it had to be sent on a then tracked mail which I have now received. It was a bit messy but they were still very co- operative
3.00
Fair