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  • FIRST POST
    • InsideInsurance
    • By InsideInsurance 9th Sep 11, 9:22 AM
    • 22,236Posts
    • 11,387Thanks
    InsideInsurance
    Yodel - shockingly bad - email address anyone?
    • #1
    • 9th Sep 11, 9:22 AM
    Yodel - shockingly bad - email address anyone? 9th Sep 11 at 9:22 AM
    Bought from an online retailer purely because they do next day delivery and the next day is the only time someone will be available for delivery.

    Call the retailer to place the order because I know delivery is difficult at my address due to security gates and a complex buzzer system. Retailer speaks to Yodel (ex-DHL part) for the order and instruct them to call me to gain access to the property.

    I have to go out unexpectedly the next day so call the depot at 9am, they say they will send a message to the driver giving the wifes mobile as she will be in all day.

    10:58 failed delivery message with online tracker, no calls made to either phone. 11:10 get through to the depot who try to call the driver but cant get through so say they left a message instructing the driver to redelivery and to call the depot to confirm instructions.

    4pm still no call so call the depot again. They call the driver again. They say the driver has both the telephone numbers, is doing the last collections and will then redeliver. ETA for delivery 6pm ish

    6:38pm Tracking updates to returned to depot. Call depot at 6:40 told that the driver probably didnt have telephone numbers. Then said about other messages and woman says her 3 colleagues had probably not done what they had said.

    Offered before 11am delivery. Explain reason for paying for next day was to get it the next day not the day after because wife is going on holiday and I am out for long hours with work. I say that they can deliver before 8:30am or after 7:30pm as their website state 7-9 deliveries. She laughs, says their website lies too! 9:30 is the earliest to my area and 6pm the latest.

    I tell them to return the item to the retailer as it will be 2 weeks before the next time someone can wait in all day. She says ok.

    Next morning? 8:30 - parcel out for delivery.

    Can a company get any more incompetent?

    Does anyone know the email structure for their senior management team? firstname.lastname@yodel.co.uk bounces.
Page 1
    • arcon5
    • By arcon5 9th Sep 11, 9:30 AM
    • 12,296 Posts
    • 7,742 Thanks
    arcon5
    • #2
    • 9th Sep 11, 9:30 AM
    • #2
    • 9th Sep 11, 9:30 AM
    Contact the retailer and get them to recall the parcel.

    The retailer is their customer, not you so they would get a better service.
    • InsideInsurance
    • By InsideInsurance 9th Sep 11, 9:45 AM
    • 22,236 Posts
    • 11,387 Thanks
    InsideInsurance
    • #3
    • 9th Sep 11, 9:45 AM
    • #3
    • 9th Sep 11, 9:45 AM
    Contact the retailer and get them to recall the parcel.

    The retailer is their customer, not you so they would get a better service.
    Originally posted by arcon5
    I have called the retailer who are intending on speaking to their account manager with Yodel as their SLAs with DHL/ Yodel were that late deliveries were available contrary to what the depot is saying and so they will insist that they do a late night delivery today.

    Still want to escalate within Yodel as the last time I had similar issues with them (prior to becoming Yodel) an email to their CEO got the parcel delivered by the depot manager (different depot) at 9:30pm that same day. Unfortunately post merger the CEO has changed and the obvious email for the new one doesnt work.
    • whitelabel
    • By whitelabel 9th Sep 11, 10:10 AM
    • 2,116 Posts
    • 1,535 Thanks
    whitelabel
    • #4
    • 9th Sep 11, 10:10 AM
    • #4
    • 9th Sep 11, 10:10 AM
    ive had shocking service via yodel too.

    After waiting in all day I called them and they called the driver to be told was told that the driver couldnt get access.
    I have cctv and was at the property all the time so knew that was a lie. I called them and told them so and strangly 10 minutes later the driver turned up and denied saying he couldnt get access. I called the retailer who checked their tracking system and it stated unable to get access too. I escalated it and the retailer (eurocarparts) was taking it up with yodel as they were not happy at all.


    avoid them at all costs (yodel that is)
    every little helps
    • InsideInsurance
    • By InsideInsurance 9th Sep 11, 10:32 AM
    • 22,236 Posts
    • 11,387 Thanks
    InsideInsurance
    • #5
    • 9th Sep 11, 10:32 AM
    • #5
    • 9th Sep 11, 10:32 AM
    For others reference.... elaine.boyle@yodel.co.uk works for getting through to the Customer Service Director


  • QuackQuack
    • #6
    • 9th Sep 11, 10:43 AM
    • #6
    • 9th Sep 11, 10:43 AM
    I've always had great service from Yodel - probably the only part of shopping online from Littlewoods that functions properly IMHO.
  • pinkspiral1976
    • #7
    • 29th Sep 11, 9:42 PM
    • #7
    • 29th Sep 11, 9:42 PM
    I want to thank you for posting that email address. I've been searching everywhere for a way of contacting this bunch of jokers. Their online complaints form is appalling! It has a max of 200 characters and you need to put lots of info in. No good if you want a really good rant! I have made a formal complaint and will be taking it further with some of their customers. It would put me off ordering online from a company that I know uses Yodel. For other people who are interested PC World and Boden both use Yodel and I will not be ordering online again with them because of this.
    • rainbowfairydust
    • By rainbowfairydust 30th Sep 11, 2:53 PM
    • 15,826 Posts
    • 46,030 Thanks
    rainbowfairydust
    • #8
    • 30th Sep 11, 2:53 PM
    • #8
    • 30th Sep 11, 2:53 PM
    The Home Delivery Network have rebranded into Yodel so no massive surprise that they cant get instructions right..

    http://www.hdnl.co.uk/

    Home Delivery Network and its trading companies are pleased to announce that their combined businesses have come together under a single brand ‘Yodel’. The new brand aims to challenge the delivery market with an absolute focus on the customer. The Yodel business will deliver a market leading offer for both the business to business and business to consumer markets.
    Yodel redefines the delivery industry by putting the customer at heart of the business and intends to take a market leading position in every sector from retail, pharmaceuticals and telecoms to financial services. By providing a wide range of services with the capability to deliver anything from a small packet to a sofa in the UK and abroad, Yodel will deliver flexibility and choice that doesn’t currently exist in the market.
    Jonathan Smith, Yodel CEO said:
    “We are delighted to be unveiling this new brand, which represents our ambitions to be a truly customer focused business offering a full suite of services that others in the market cannot match. The combined business is already growing faster than the market and we are excited about our future potential.”
    Yodel has already proved attractive to clients from all sectors with over 100 new clients starting in the last two months alone, of which over 12 generate in excess of £1m per annum.
    Mature Student Bum
    2015 - 2018

    Year One Done
    • the_lunatic_is_in_my_head
    • By the_lunatic_is_in_my_head 30th Sep 11, 4:09 PM
    • 2,016 Posts
    • 1,212 Thanks
    the_lunatic_is_in_my_head
    • #9
    • 30th Sep 11, 4:09 PM
    • #9
    • 30th Sep 11, 4:09 PM
    Yodel are completely useless but the customer relations number is 0845 408 5410 (picked up quickly when I called).
  • kyazdani
    Terrible company! They have gone and delivered my new hard drive to someone else. They aren't even my neighbours. I called Yodel and they said that they're not supposed to do this as I'm not their customer, but they would find out who the delivery driver was and contact them. Turns out not only does the delivery driver not leave a note to say who he's left the parcel with they don't even inform their own people who the driver was that day! They are a useless company and I would urge anyone to use anyone else! Say what you like about Royal Mail, for me they at least tell you they've been and where to collect from!
    • isplumm
    • By isplumm 6th Oct 11, 8:47 PM
    • 1,698 Posts
    • 713 Thanks
    isplumm
    Terrible company! They have gone and delivered my new hard drive to someone else. They aren't even my neighbours. I called Yodel and they said that they're not supposed to do this as I'm not their customer, but they would find out who the delivery driver was and contact them. Turns out not only does the delivery driver not leave a note to say who he's left the parcel with they don't even inform their own people who the driver was that day! They are a useless company and I would urge anyone to use anyone else! Say what you like about Royal Mail, for me they at least tell you they've been and where to collect from!
    Originally posted by kyazdani
    Hi .... don't waste your time with Yodel ... call the retailer & get them to sort .... that is who your contract is with!

    Mark
    • anmarj
    • By anmarj 6th Oct 11, 9:44 PM
    • 1,473 Posts
    • 1,150 Thanks
    anmarj
    don't get me started in trying to get a delivery just really fed up, I email them to ask to deliver to another address in the same town and they ignore continue delivery here, and then send a second asking to call me to sort this out and then try here again, as it stands it shows on the tracking unable to locate, so either the parcel is now lost or they can't find in laws address (not a rural location), at least when it was HDNL they called me and asked me to call them back to arrange delivery... fired of email last night to them but have also emailed the supplier and asked them to recall the parcel and I will re-order but not to use Yodel as the delivery method!

    and a work colleague in the same town/area as me is having similar problem with hers!
    still happily married and mummy to one

    "A little knowledge is a dangerous thing"
    • arcon5
    • By arcon5 6th Oct 11, 10:09 PM
    • 12,296 Posts
    • 7,742 Thanks
    arcon5
    Surely they shouldn't allow you to change the address anyway, since you not the customer and could be anybody?
    • bleepandbooster
    • By bleepandbooster 6th Oct 11, 10:18 PM
    • 419 Posts
    • 211 Thanks
    bleepandbooster
    Sorry .......... But Yodel were fantastic last week, leaving me a note to say that my parcel was left at the local petrol station in the village. 10 out of 10 from me !

    Cofion
    David
  • espixie
    I had a missed deilvery from Yodel, they could have left the parcel with the concererige but apparently you aren't allowed to instruct them to leave it anywhere. Seems nonsense to me. I arranged to collect it because I live 20 minutes from the depot. I called up to check the times it was open until and got told 8pm. I went up at 7.30pm and was greeted with a sign saying open Monday to Friday 10am-6pm. This basically rules out EVERYONE who works full time from ever being able to collect. I then arranged collection for Saturday, as they wouldn't redeliver on a Saturday. I was told all Yodel depots are open 9-12am on a Saturday. I went up and there was a sign saying Saturdays - Closed. I should have really paid attention the first time I went up but that is still inexcusable. Either the call center is not aware of the Aberdeen depot's awkward opening hours or the Aberdeen depot really should be open at the times stated by the call center worker. When I called back to query the opening hours, she said well it should be open. Does little to help my problem, nevertheless, hopefully that has flagged the issue interally at Yodel.

    I still don't have my parcel and it is now due to be sent back to the sender. Thanks Yodel.
  • Delivery Driver
    To the OP, the fault lies with the company who arranged to use Yodel as they offered a service that Yodel do not provide.No company phones are provided, drivers do not have to call customers and do not have to return back to deliveries previously attempted(on that day) as they would be constantly going back and forth.

    Espexie-someone would have to find your parcel from thousands of others and on saturdays there are reduced numbers of depot staff in, meaning they don't really have time to do things like this.You will be one of many people wanting their missed deliveries.If they were closed tofor collections it looks like they have cut back staff even further than most depots.
    If they wouldn't redeliver on a saturday then its probably because that client doesn't pay for a saturday delivery service and the suppliers that do would get priority in having their parcels delivered/redelivered 1st.

    I'd suggest to others if you wanted to collect on a saturday then try calling on the friday(assuming your local depot does open for collections) and they will have more time to look for it that way and can put it to one side.
  • scottvining
    Yodel are a joke, lets face it.
    As the recipients of goods we don't have a leg to stand on to complain to the delivery service.
    The driver that does my round continually lies - saying that he tries to deliver but doesn't even attempt. The customer (not us, the sender) just gets the tracking info that says they tried to deliver / left a card... or whatever the driver decides to 'make up' that day. So who does the sender believe? Us, or the huge delivery company with fancy slogans about 'not letting people down'. Whoever they decide to believe we don't win or change anything by complaining. We can't make them use a different delivery company.
    I say take the ball out of there court and refuse to sign properly for anything that is late, or in anyway breaches the contract that is established between the three parties involved. Then you have something to bargain with!!?
    Refuse to take deliveries from, or use Yodel!
  • Delivery Driver
    Its very easy for management to check on whether the driver was where he said he was when carding you.

    If you refuse to sign for your parcel then you are cutting your nose off to spite your face really as it will just get returned as refused and you might end up still having to pay for the delivery, if not the item.
    • Raksha
    • By Raksha 20th Oct 11, 7:43 PM
    • 4,519 Posts
    • 6,095 Thanks
    Raksha
    Be kind to your Yodel/HDNL drivers - redundancy packages are being announced
    Please forgive me if my comments seem abrupt or my questions have obvious answers, I have a mental health condition which affects my ability to see things as others might.
  • santer
    Had three deliveries this week with them, the tracking has been fine, except it won't narrow it down to anything other than out for delivery.

    Not that the customer has any say as to who the courier is anyway
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