Home Delivery Network - warning!

Forris

Yes, Custardy, they did. The businesses will be merged eventually under the new name of 'YODEL' (check out the website). The movement of Amazon on to the home-based DHL couriers is an interim solution, in order to drive down costs. Rumours suggest that the courier will only be paid 50p for every Amazon parcel delivered, instead of the usual 60p - 80p rate.

babinaba

absolutely fuming at HDNL. had a fridge/freezer due for delivery on Monday, collection of my old one at the same time. Guys arrived, went to take the old fridge out and one of them said to me "are you getting a new one?", I said yes - don't you have it? and he was like erm, no! So no fridge - they left the old one.

So I called HDNL to find out where it was and eventually found out it was in Bolton, couple of hours later a manager called back to say it had been misplaced (?!?) and that a new date would be arranged. Heard nothing until the next day when a manager called and absolutely nothing had been done, still in Bolton with no new date arranged.

I told them that I'd paid for express deliver and it was now over this time and I insisted that I receive a call back within an hour with a date for delivery. I don't have much leave left so said that I would only be able to accept delivery before 9am or after 5pm - this couldn't be accommodated so I was asked if I would accept a Saturday delivery I said yes. The manager (Tracy) told me that I would get a call back on Thursday to tell me what timeframe to expect delivery.

Thursday came and went - no phone call. Tried to call this morning, was on the phone for about 40 minutes and had to leave it to go to work. Called after work and evenutally got put through to Tracy only to be told that they won't give me a timeframe because it's a special route, she wouldn't even tell me what time the drivers start work - the only thing I get a phone call half an hour before the driver is due to be there - so basically I can't really do or plan anything for the whole of Saturday.

Tracy told me that HDNL pride themselves on their customer service - my response to that was to burst out laughing and ask if she was joking. Disgusting treatment of their customers, yet the do nothing to rectify problems without being pushed.

Want to complain about them - does anyone know who their CEO is or something? I can't let this lie. I've wasted half a days leave sitting in waiting on a fridge that was missing in action and now I've got to waste a Saturday all because they're incompetent. I'll definitely be contacting the catalogue (Additions) to complain to them about the appalling service and will be recommending them to use another delivery service (might not make a difference but hopefully the more people that complain, they might take the hint). I'll be requesting my delivery charge back as it's now no longer express delivery.

Is this sorry excuse for a business regulated by anyone that I could contact as well?

Sorry for the essay!

unholyangel

Personally i would have complained to the place i bought it first as your contract is with them and they - in turn - have a contract with HDNL. They should have been chasing this up on your behalf.

You shouldnt have a problem getting your delivery charge back but personally i would push for some sort of gesture for your inconvenience.

Forris

unholyangel wrote: »

Personally i would have complained to the place i bought it first as your contract is with them and they - in turn - have a contract with HDNL. They should have been chasing this up on your behalf.

Thank you! I thought I was the only one that advocated this.

Helix

Shop Direct own Additions and HDNL so they are not going to move to another delivery company.

babinaba

unholyangel wrote: »

Personally i would have complained to the place i bought it first as your contract is with them and they - in turn - have a contract with HDNL. They should have been chasing this up on your behalf.

You shouldnt have a problem getting your delivery charge back but personally i would push for some sort of gesture for your inconvenience.

Complained to Additions on Monday when the delivery first failed - it's now Saturday and there has been no response from them, their tracker department was trying to track it down - their tracker department seems to be MIA - hence direct contact with the delivery company. If it was left to Additions I'd still have no new delivery date. They'll be getting a full complaint once the fridge has arrived as I know that it has to go through them as they're HDNL's customers. Gutted that Shop Direct own them both though as they'd never stop using them.

Does no-one regulate the catalogues or delivery companies? Trading standards? Or am I being stupid?

It's now 3pm and no fridge or phone call as yet - kind of thinking it won't arrive today - disgusting attitute they have. I'd call the depot but I can't find a working number for the Bolton one.

babinaba

surprise surprise - no delivery and still no contact from Additions - waste of a Saturday, feel like crying ******s

magpiecottage

If your purchase was over £100 and on your credit card you could try complaining to the card provider because they are jointly and severally liable.

Tell them you want redress for the distress and inconvenience it has caused you.

This is not really fair but they are a soft target because you can take them to the Financial Ombudsman Service. On the other hand, they have more clout with the retailer because if they start incurring losses they can up the fees they charge them.

elliemarie_2

Until my latest order from Republic on tuesday 20/7/10 i had never had any problems with HDNL deliveries. However they have just ruined that, my order was placed 20/7/10 i opted for standard delivery (3-5 working days), surprisingly they attempted delivery the following day, no-one was in so they left a card, only problem is they didn't try deliver to my house, i was in the whole time and nobody set foot on my property. I called them later that day after tracking the order online where it said the parcel was in the depot re-arranged delivery for that friday (23rd) at a different address, unfortunatey my mum who was waiting in at that address had to take my daughter to the dentist on an emergency appointment(she was out of the house 45 mins and sods law they called during that time, i rang them straight away this time asking if the driver was in the vacinity if he could call back as there was someone in to which they replied 'we cannot contact the drivers', ok so i re-arranged for the next day. saturday afteroon i checked the online tracking and guess what, parcel is at the depot, they hadn't even sent it out this time, the lady i spoke to assured me she would try alter the address and get it out for monday (today). What a disaster, i spoke to them this morning to find out if this had been done and was told 'i can confirm it is on a van for delivery but i don't know what address it is going to) !!!!! they tried to deliver to my home address where i told them i WOULDN'T be which is why i changed the address in the first place. It is now scheduled for delivery tomorrow so we'll see if it turns up or not!!!!! I'm not that fussed about the timescale of this i can cope with waiting a week as thats what i expected when i chose standard delivery but all the messing about thats what's annoying me, how difficult can it be to deliver a parcel to an address that they have successfully delivered to in the past.. Rant over :-)

Tori10

This company is a JOKE!! Their customer service is non-existent and from my personal experience, their drivers are nothing more than liars!
I have just spent two whole days waiting in for them to deliver a parcel which, surprise, surprise, has still not arrived.
I ordered a laptop last week and was told it would be delivered on Friday 20th.
For reasons known only to them, HDL tried to deliver on the 17th, when I was at work. So I rearranged delivery for the next day - nothing! Contacted the store I ordered the item from and they assured me they would chase it up and delivery was rearranged for yesterday.
Once again, I waited in all day and all night... NOTHING.
I called them today, absolutely irrate and was informed that their good for nothing liar of a driver had logged that he had attempted to make a delivery at almost 9pm, but that nobody had answered.
I HAVEN'T LEFT MY HOUSE IN TWO WHOLE DAYS!! Nobody rang the bell, nobody knocked. To say I am furious is an understatement! They are now holding my £500 laptop hostage in their Warrington depot, where according to the tracker no., it has been residing since Wednesday. Curious that, since they claimed to have tried to deliver it yesterday!
The woman I FINALLY managed to speak to in the customer service dept. (let's use that term loosely) helpfully suggested that she just send it back to the supplier! Or, she said maybe the driver did something other than ring the bell or knock? Uhm, like what? Stand there and hope my ESP kicks in and my psychic powers make me aware of his presence?! Nobody came near my property yesterday, end of story.
But she did inform me that I now have to wait until Monday 23rd for them to re-deliver (AGAIN) and that if that attempt is not successful, they will send it back to the supplier.
What am I supposed to do? Camp on my doorstep on Monday to try to ensure I actually GET my delivery?!
It's beyond a joke now, I don't know why companies use HDL when all you have to do is 'google' them to find masses of complaints against them.
I've had items thrown over my 6ft fence before, but hey...at least I got them!
Why has nothing been done about this company yet?? It beggars belief that they are still in business.