Yodel - shockingly bad - email address anyone?

mirrorimage0

dont hold your breath,mine started out on the 24th nov and finally arrived last night on the 8th dec lol it should definatley be renamed yodelaying

Stralinger

Stralinger wrote: »

So, on 28 Nov I wrote to April Partington and expressed my disappointment that she had initiated contact with me regarding my complaint but had not followed through. She responded early the next morning via email:
"I am extremely sorry, it would seem as though you have failed to receive my response to your complaint, let me assure you that I was disappointed to read of your unfortunate experience and I asked that your concerns be investigated immediately. I will of course, locate the original email which was sent and have this forwarded on to you today. Please accept my apologies."

This is the last contact I've had from April or Yodel, even after I responded to her to point out that she'd "forgotten" to locate this "original email" and forward it.

I am pleased to report that the company I work with stopped using Yodel as of 30 Nov. Phew! :j I don't think they're going to last much longer unless they have a complete overall - their communication, both internal & external, is a disaster and they have lost the trust of many customers.

Well, it took quite a long time (like their deliveries LOL) but I have now received a lengthy apology from Yodel. Too long to post here but some of the good bits were:
"The service you have received most certainly does not reflect our normal operating standards...Necessary feedback and training will be given to prevent further customer service failures.....Let me apologise again for the service received, I can only hope in time we are able to restore your faith in Yodel and be able to provide you with the great service our customers should expect."
Apparently a "snail mail" version of the apology is on the way along with some high street vouchers!
The apology did come from April, with the original complaint sent to both Elaine Boyle and Customer Care. All email addresses can be found in this thread.

CathWales

CathWales wrote: »

I made an online order with ELC on Monday 5th Dec and yesterday had email confirmation all 3 items had been despatched, This morning I had an email from ELC saying that my order was being delivered today with one of their couriers and would be delivered by 9pm - but after waiting in all day it hasn't arrived. I have just looked on the Early Learning site and their parcel courier is YODEL:( I've only just read a few posts on the first page but like some posters i also have an intercom system to my flat, so if someone does arrive and there is no answer they can either try the warden to gain access or another flat and then leave a card in my post box. I have checked outside my door and no parcel has been left, but the delivery dates on ELC site state that an order placed on Monday Dec 3rd would be delivered on a Friday, so I don't know wether to contact them after 9pm tomorrow or do I try and contact Yodel as I'm not sure who is at fault here? I hate waiting in again and am to concerned to leave my flat even for 5 mins incase I miss delivery.

Am even more angry now! I phoned Early Learning Centre explaining that parcel had not arrived today, despite receiving a text saying it would and the man I spoke took my texted order ref (tho not sure if it was meant to be a tracking ref as different to emailed order number) and he said my address was incomplete and that the parcels were probably lost! He said he'd send out replacement parcels and took my details and also said he'd contact the courier (Yodel) and asked me to ring in a few hours as he could tell me if I'd receive them today. I rung back and spoke to a woman who said the man I spoke to hadn't put my order through and so she put a replacement order in but it won't arrive til next Wednesday now (unless the missing order arrives in meantime0. I am so angry as the parcels are for my friends 6 mth old baby and she lives in Surrey and we had been speaking about meeting up to exchange prezies and so I could meet her little man as I'd not seen my friend for a few years too. I don't know if it would have been easier just to send the presents to her or send her a voucher:(

anadin_2

Lord of the (no) Rings

1) Was at home all day Tuesday, but inexplicably found Yodel card on doormat. Neither of our two (loud) bells had been rung, nor the door knocked on.

2) Went onto Yodel's site and arranged re-delivery for Thursday.

3) Waited in all day Thursday - nothing. Went on to Yodel's site to track my parcel - "invalid parcel number". (Could arrange re-delivery but not track my parcel...:huh: )

4) So arranged re-delivery *again*, for today (Friday).

5) Time 3pm, nothing. So phoned their Oldbury depot (nearest one to me) who told me that "according to her screen" the parcel was not even out for delivery!

I told her I'd arranged delivery for today, and yesterday, via their website, she informed me that "they couldn't guarantee any delivery days at the moment."

I asked her what my best chance of seeing my parcel would be - should I arrange re-delivery or go to the depot?

"She couldn't say."

I arranged to collect from the depot on Monday. But, she warned me ominously, I had better "phone beforehand to make sure they're ready".

Will make the 40 minute drive to Oldbury on Monday as I think this could possibly be better than waiting 3 weeks for the delivery man to bother himself to deliver my Christmas parcels.

Will inform you all of my "progress".

PS I don't know if this has already been posted, but to get some of Yodel's direct, geographical phone numbers, go to http://www.saynoto0870.com/search.php

CathWales

anadin wrote: »

I don't know if this has already been posted, but to get some of Yodel's direct, geographical phone numbers, go to http://www.saynoto0870.com/search.php

I think this is the right list? There is also a freephone number listed http://www.saynoto0870.com/companysearch.php

PS: Neither of my tracking numbers are registering either. I've also not had an email with my new order details. Getting a worse feeling about this:)

QuackQuack_2

It may make better sense to generate a list of company names using Yodel and sticky it somewhere. That way people can just avoid the heartache and not use those companies to start with.

Perhaps if the retailer gets the message and uses someone else, this will end the problem as Yodel can be left picking over the scraps and their Littlewoods contract.

Seriously - I can't honestly believe just how bad they are turning out to be.

jungliemac

They stupidly left our parcel in the compost bin at the side of the house. Balanced the parcel on top of a bag of composting food.

2sides2everystory

So Littlewoods own this rabble?

I have been to their depot at New Cross Gate two or three times when they were HDNL and once just recently as Yodel.

The place is staffed by a rabble.

Picture a minor industrial estate accessed down a shabby street off the Old Kent Road some wheres darn near the Peckham turnoff. Not the sort of place you really wanna go to wivvout yer car doors locked as yer drive even in daylight.

Picture then a big Yodel sign behind the fence of one of the bigger units - but not so big mind - just a shed - I've seen bigger and better appointed on a farm. Gates wide open, car park stuffed wiv white vans, no visitor parking spaces. You 'av to park outside in the street if you dare and can find a space.

So, nows yer parked up, in you bowl fru the gates, all chirpy like - lookin for service, fru the wide open doors into the shed, loadsapeeps, and you can see the shed is stuffed full of white vans too. But no-one's interested in you? No eyes contactable. You are surrounded by parcels half way out the door, on the floor around your feet - yeah you are a customer and no-one has even said hello yet - you could walk straight back out if you liked ... wear any dirty yellow jacket wiv a beanie pauled down tight and you'd fit right in and out again.

You are aware of a serious fracas to your left at the window of a kind of portakabin near the door you came in through - people in yellow jackets and beanies and gloves to keep warm wavin bits of paper - all jockeyin for position. Surely they ain't customers come to collect stuff?

Amazin' sight. Worse than the window at the bookies when the favorite comes in at 5:1 ... what on earth is going on? What are the trying to wiv those bits of paper? Why do some peel off like ants and disappear to the back of the shed? Why are there about twenty uvvers crammed into the portakabin? Why are there parcels on the floor around my feet? Whas this notice asking me to report dishonesty if I see it? Whas this uvver notice wiv a mission statement - this is how we work. Whas this uvver notice which is Home Delivery Network? Why do Amazon use this lot? Why does almost every parcel look beaten up? Tesco also seem to use them (I can tell all this because I am looking all around me at various roll cages overflowing wiv stuff. Whats this 40 inch flat screen tv right next to me - and I am only 4m from the door and out into London, into me motor and away home - if only I'd thought to wear me yellow jacket wiv me beanie pulled down tighter, eh?

Ah ... here's someone that has spotted I am not part of the melee which typifies the way this place is run - its probably the strange flabbergasted look on my face wot did it ...
"Are you a customer?"
Yeah
Come to collect?
Got these cards
(Takes my cards) Stand over there - by the railings

So obediently I walk backwards 1 metre and rest me bum on the cold railings just to show willing like.

Na then ... whose got me cards now?

S'pose one of 'em 'as

'Ere comes a van trying to get out - that driver looks like he was one in the melee when I came in - are these drivers then wot wave paper at the window and elbow each other to get heard?? Anyway they'll have to move them rollcages out the way ... oh there you go ... moved 'em 'imself ... there he goes ... out into the wilds of Sarf London ... no security checking him out ... no security full stop.

Na then ... where's my parcel - is that the guy? Nah ... amazing place this. And it is still two full weeks before Christmas so they ain't busy yet .... what happens after? I suppose this lot are back darn the Job Centre - poor barstewards. Can't even see what they do about lunch or making a cup of tea or toilet. What a flippin' disgrace - UK in 2011 - my Mum and Dad would weep if they saw this. They were good hardworking people, worked wiv their hands, worked in a proper warehouse, proper breaks, proper toilets, proper systems, proper security. That was 50 years ago. Look at this cr&p. It's Littlewoods playing at being the Royal Mail Dad - "What?? It never is? ... why've they given it that bloody silly name?" Dunno Dad - fings change - some not for the better ...

'Old up --- wakey wakey ... here's a bloke who reckons he's got my parcel ... looks like it has been sat on several times ... one seam is actually gaping but contents luckily are not fragile and seem to be still there. Amazing they can find it in this tip. Mr 2sides? Sign here. I'll give 'em just a squiggle that looks a bit like 2sides - they ain't checked no ID ... I just gave them the cards wot the driver left. That's it? That's it. He's gone - anuvver pick I expect. What's stopping me take the telly? Only the way I was dragged up actually ...

Yodel/Littlewoods = disgrace.

Let's see how bad it is next time I have to visit.

QuackQuack_2

2sides2everystory wrote: »

So Littlewoods own this rabble?

Were they once 'White Arrow' ?

Loving your post, but I have to say this - I think, from your description, you've found one of the better depots. I was half expecting this to be a business run from a category C prison by inmates.

Doc_N

I'd forgotten that Littlewoods and Yodel were owned by the same company (the Barclay twins' Shop Direct Group).

That explains a lot. Littlewoods/Very and co have always treated their customers like s**t, so it's inevitable that the same attitude will follow through with Yodel. Maybe the aim is to hack off all the customers of the companies they deliver for to such an extent that shopping with Littlewoods/Very looks normal.

I really like the Shop Direct customer care strategy - what a laugh:


Customer First:

Putting the customer first is a core value for our company and represents our long-term commitment to create a customer-focused culture which is at the very heart of our thinking.

Our continued investment in skills at all levels is helping our people to make a difference and to focus on added-value improvements for our customers.