Keen and Able Delivery Ltd

"Pretty awful experience with Keen & Able, but unfortunately didn't have a choice as they were collecting a mattress and bed frame on behalf of another company. Third time lucky for the collection. The first attempt they called 40 minutes early at 6.20 am (collection scheduled between 7am and 11am). The second time, the driver refused to collect as they couldn't find parking. I understand parking where I live is challenging. But I was trying to figure out a solution with them over the phone, but they refused to be helpful at all and said that I would have to reschedule a delivery. Third time lucky! However, driver was waiting outside the wrong house (so i had to find him carrying a mattress). They also hung up on me on the phone after telling me to hurry up while complaining about where i live. Overall, the customer service and level of professionalism is terrible. The office team refused to respond to my emails asides from rebooking collections. Drivers are rude on the phone and in person and obviously in a rush to get home - the problem with all low rating/unpopular courier companies these days."

"Keen and Unable. Failed Delivery on Monday with no communication. Was promised several call backs on Tuesday, where I had to initiate the call backs (was told I'd be contacted within 30 minutes several times). Finally got told my mattress would arrive on Wednesday. Called on Wednesday as the tracking said next Monday, to confirm. Was told I would get a call back. Of course, I didn't get a call back, so I contacted them and was told it was on the van, and they would contact the local office to contact me. No one contacted me. I called back and was told I'd have the local office call me in 20 minutes. I waited 30, and called back. I got a call from the local depot. The employee told me that the van had broken down today and they would try get it before Monday, but couldn't guarantee it. It has not been worth the hassle. They do not communicate. They are unprofessional. Sometimes "sorry" isn't enough, when you've taken your time to sort it out. I would avoid them at all costs."

"I bought a mattress that should have been delivered on a Monday, with a notification on Sunday as to which delivery slot I had. No message the day before, so on Monday I called and was told it hadn't been booked, so it wouldn't be delivered. As far as I was aware it'd been booked for that day two weeks before. In the end it got booked for the Wednesday, and the day before I was told it would be delivered between 8 and 12. It wasn't. Thankfully I had a builder on site who was able to take the mattress in for me, and it was finally delivered at 1.30pm. I had made a phone call that morning at 11am to be told it might be delayed by 1.5 hours maximum, but I was 3rd in the schedule. Why they couldn't have informed me this I don't know. I'd been up at 6am to get to the property where it was being delivered, and had wasted all morning. If they'd contacted me about the delay, I'd have made arrangements in the morning to ensure a builder was on site to accept. Whilst lovely to speak to on the phone, their communication of delays needs to be improved, or they need to change the time slots to reflect a more accurate time frame. If they'd stated a delivery window of 10am til 2pm, I wouldn't have had an early start, and they'd delivered on time- even without the delay."

"In summary: pretty terrible customer service Missed first delivery slot as was out of the building for 10 minutes. Called up and got through to someone after 30 minutes of holding. I impressed the importance of having the package redelivered asap. I was told I would be contacted by email or text to re arrange delivery. Over the next 5 days no one contacted me. Called them again. Was cut off twice whilst holding before I finally got through. Took around one hour to finally get though. Was informed I would receive an email with a link to book redelivery. I received an email, the link didn’t allow me to reschedule a delivery but instead told me my package would be delivered on the original (and passed) delivery date. Emailed and called again today. No reply on email and was holding for 83 minutes before being cut off."

"The best 2 delivery men I have ever had. Both extremely professional and helpful even in this heat. Very careful of my home and set up my mattress perfectly. Both from Eastern Europe - they really know how to give a great service ! Can't remember the last time I had such good service. They deserve a pay rise !!"