Yodel - shockingly bad - email address anyone?

Yodeller

gwapenut wrote: »

How about a company culture which doesn't encourage drivers to falsify delivery records?

"Add to this unprecedented parcel volumes" ... well, stop taking on new business when you KNOW you will be letting people down with their christmas shopping. Have you no conscience?

There's no doubt in my mind that some people like DeliveryDriver works hard at his job, and achieves great results. The problem lies with quality control by senior management, and incentivisation to lie.

And as for "Mr Customer Focus", Jonathan Smith - he's so customer focussed he can't even be bothered to get his minions to field complaints from his corporate email address. Typical attitude of poor bosses of companies, he has NO interest in hearing of his company's problems whatsoever.

There is no incentive to lie or falsify records and I have seen numerous drivers dismissed when caught doing so. One of the main functions of our internal security is to investigate such issues.

The bulk of our work has not come from new business. We have been delivering for the likes of Tesco and Amazon for years. We can always rely on certain clients to send us more parcels than they forecast too which we are then expected to get delivered. Amazon, or example, use a number of delivery companies but when they can't cope with the work, the additional volume gets switched to us.

Our daily service levels are some of the most transparent in the industry and clients have access to these. The number of complaints we receive will be higher, but the ratio would be equal to that of other companies.

The likes of Amazon dictate the service to a large extent - they're the big boys, they say jump and we say 'how high?' and they can decide how much they pay us. Sound anything like Tesco v. farmers?

Yodeller

brokenbetty wrote: »

It frankly never occurred to me that any company would send high value goods without insisting on the signature of the purchaser. Certainly that was the case the last time I used O2.

I know better now, so as long as O2 use Yodel I'll be getting my phones from their bricks-n-mortar shops. Sorry couriers, my cash will be keeping the shop employees in a job instead.

I've never heard of anyone being disadvantaged by a neighbour taking parcels in for a purchaser. There are very few (Yodel being one of them) companies out there that offer a PM service, i.e. when the customer's more likely to be home. If courier companies could only deliver to the addressee all the time, there would be even less happy customers out there.

Doc_N

gazza975526570 wrote: »

You just dont get it do you?!

It's cheap!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

So was MFI. Didn't stop it from going bust, though, because it didn't provide its customers with good service.

Doc_N

Delivery_Driver wrote: »

What do I know, I have only delivered hundreds of thousands of parcels over ther years?

Sorry, but there's a bit of a difference between someone delivering parcels and someone with the business sense, vision and drive to change Yodel into something that works - which it very clearly doesn't now.

QuackQuack_2

Yodeller wrote: »

There is no incentive to lie or falsify records and I have seen numerous drivers dismissed when caught doing so.

So just to be crystal clear here:

No incentive to lie/falsify BUT NUMEROUS (meaning a number of, several or many) drivers have done so.

Thanks for confirming that from the inside - I guess these members of the team must all have been Royal Mail trained.....

gwapenut

Yodeller wrote: »

There is no incentive to lie or falsify records and I have seen numerous drivers dismissed when caught doing so.

I accept that was badly worded - you clearly do not actively incentivise drivers to falsify records. I accept that 100%.

However, IF you are overbooking deliveries beyond your capacity, combined with your culture of

Yodeller wrote:

Drivers get fined for not delivering parcels on time

then there is a disincentive for drivers to tell the truth when they have not been able to get through their workload. My driver falsified his history on 4 consecutive days, in November let alone December. I am now too sceptical to shop via internet in december.

The trouble with putting the power of who gets delivered to in the hands of drivers is that not all are as experienced as DeliveryDriver, and some will repeatedly delay things beyond what is acceptable for a single customer. If the driver had told the truth, then a computer system could have prioritised my delivery the next day, and most certainly prioritise my later BOOKED redelivery rather than have it ignored with me waiting in a whole day. Thanks for losing me a day's holiday, really appreciate that.

Gothicfairy

I would like to know why people keep banging on about house numbers ..A lot of properties don't have house numbers which Yodel seem unable to cope with.
Nothing I can do to change the address of the site though so how would I go about getting a parcel ? This surely can not be a customers fault and must be their system or their drivers and if the address is such a problem why not just call the phone number supplied to get some more info.

Yodel are now saying that the address is incomplete (before it was unreadable,missing, outside of the UK..all this for one small Boots parcel) and when pointed out that there was no number they refused to accept that was even possible.

My poor parcel has been everywhere and the below is only page one..It also does not show the phone calls, the waiting for phone calls, the phoning Boots, the waiting around etc

Parcel History



Historical status information for Parcel Number Status Date Time Signatory Branch Comments
Possible delay, incomplete address 08/12/11 13:01
LOUGHBOROUGH SERVICE CENTRE
Possible delay, incomplete address 07/12/11 12:56
LOUGHBOROUGH SERVICE CENTRE
Possible delay, incomplete address 06/12/11 18:37
LOUGHBOROUGH SERVICE CENTRE
Unable to locate 06/12/11
NULL LOUGHBOROUGH SERVICE CENTRE
Out for delivery 06/12/11 09:19
LOUGHBOROUGH SERVICE CENTRE
Parcel returned to delivery depot 05/12/11

LOUGHBOROUGH SERVICE CENTRE
Unable to locate 05/12/11

LOUGHBOROUGH SERVICE CENTRE
Out for delivery 05/12/11 10:13
LOUGHBOROUGH SERVICE CENTRE
Parcel returned to delivery depot 02/12/11

LOUGHBOROUGH SERVICE CENTRE
In Transit 02/12/11

LOUGHBOROUGH SERVICE CENTRE
Parcel returned to delivery depot 29/11/11

LOUGHBOROUGH HOME DELIVERY
Parcel with courier for delivery 29/11/11

LOUGHBOROUGH HOME DELIVERY
Out for delivery 29/11/11 08:11
LOUGHBOROUGH HOME DELIVERY
Passed to delivery courier 29/11/11 07:55
LOUGHBOROUGH SERVICE CENTRE
Arrived At Depot 29/11/11 07:54
LOUGHBOROUGH SERVICE CENTRE
Parcel returned to delivery depot 24/11/11

LOUGHBOROUGH HOME DELIVERY
Parcel with courier for delivery 24/11/11

LOUGHBOROUGH HOME DELIVERY
Out for delivery 24/11/11 08:07
LOUGHBOROUGH HOME DELIVERY
Passed to delivery courier 24/11/11 01:58
LOUGHBOROUGH SERVICE CENTRE
Arrived At Depot 24/11/11 01:57
LOUGHBOROUGH SERVICE CENTRE
Parcel returned to delivery depot 22/11/11

LOUGHBOROUGH SERVICE CENTRE
Parcel returned to delivery depot 21/11/11

LOUGHBOROUGH HOME DELIVERY
Parcel with courier for delivery 21/11/11

LOUGHBOROUGH HOME DELIVERY
Out for delivery 21/11/11 06:56
LOUGHBOROUGH HOME DELIVERY
Passed to delivery courier 21/11/11 05:09
LOUGHBOROUGH SERVICE CENTRE

Doc_N

Gothicfairy wrote: »

I would like to know why people keep banging on about house numbers ..A lot of properties don't have house numbers which Yodel seem unable to cope with.

Yodel are now saying that the address is incomplete (before it was unreadable,missing, outside of the UK..all this for one small Boots parcel) and when pointed out that there was no number they refused to accept that was even possible.

That's idiotic - and typically Yodel. The two words are becoming increasingly synonymous!

Any number of houses outside towns and cities don't have numbers - just names.

Gothicfairy

As you can see from the above list they have "tried" to deliver it more then once but yet still failed to email/ call /call Boots / Read the full delivery notes..There really is nothing good to say about this company as even Hermes can find me and that is saying something.

sickmama

This company are a total waste of space, i have been waiting for my little girls xmas presents for weeks now, after many attempts to try and contact someone and got nowhere, i was told on many occasions that there systems are down, how good is that, then i called the shop i purchased them from, and they was told after a week that the parcel had gone missing...now i would call that theft...taking candy out of a child's mouth. It says it all in the name...yodel what a joke