Yodel - shockingly bad - email address anyone?

CathWales

As predicted, the first of the 3 packages to arrive was the last duplicate to arrive. I have also refused this parcel and explained to the same courier who delivered the original 2 parcels and also took his details. So, do I write an email of complaint to E:C or to Yodel as it was ELC who sent the txt message saying my order was to be delivered that day, but when it hadn't buy the next day I contacted them and they re-ordered the items as they said they were probably all lost, but the first arrived the day after I phoned them and the 2nd and 3rd yesterday and the whole duplicate order as mentioned.

Pursey

Update on yet another bad experience with yodel.
After going online to rearrange delivery they did not turn up on Monday as arranged - my Mum had waited in for hours by this point.
After hours of trying to get through and 3 occasions of being told the systems are down, we were told that the item had been delivered on Saturday so they would look into things and could we ring Tuesday.
Tried again to ring today. Numbers (tried several) all engaged then systems apparently down.
Engaged again so tried to get through on another line. Told the reference number left on card was a large item number which was registered at a different address (yesterday's operators didn't mention or check this)
Rang again got through to queue again (10 mins wait) got a reasonable operator who gives us the real reference number, but informs me that it cannot be rearranged as it was lost at the depot and they need to do a 'full depot search' before contacting the company in 48 hours.
Checked to see if this process had been started yesterday as they had said they would look into this. Of course it hadn't been.
So now we have to wait 2 days before we can hopefully get an idea of where it is, but to be honest I have heard so many different things when i have contacted yodel in the past, I don't believe any thing I am told.

I am not an unreasonable person, I understand that things sometimes happen, but this courier has let me and my family down on all of the 5-6 occasions that they have been involved.

Delivery_Driver

brokenbetty wrote: »

I hope you are better at reading addresses then you are at reading English. I'll spell it out for you.

1. Drivers work out their schedule at the start of the day, as you do already
2. You enter the order you expect to deliver them into a computer. You say you do this by stacking the van? That's great, you can scan them in as you load them so about 0.1 s extra work per parcel
3. Once an hour, look at your ordered list and select the deliveries you expect to make in the next hour. In fact just select the last one you expect to make and let the system do the rest.

If it saves you a single failed delivery you have made back more than the time it took to set it op.

Or you could just keep failing your customers and claiming anyone who complains doesn't understand how hard you have it

I hope you are better at your job than you are at designing imaginary business models too.
I already scan the parcels with a HHT and believe me, it adds a lot more than the 0.1 second you mention.The scanners are only a few years old but still take several seconds to scan each parcel-multiply that by a couple of hundred and you get the idea.
They are not scanned in order, they are loaded in order and scanned when doing so.If I were to scan them in order, I would have to first lay them all out on the floor and put them in order, taking up a huge amount of space(and getting them dusty too) when it is at a premium.I would then have to load them onto my van in order, scanning them as I do so.It is far far quicker to scan them into areas and then sort the area out when loading.No matter how many figures and numbers you pluck from the air, you are wrong.
The computer system I mentioned(Quintic) is different in that before a driver can load a single parcel, every parcel must have been loaded off the trunkers by the night sort(this is a dedicated shift, takes 8-11 hours depending on volume), then a manager allows the system to put routes in order and gues what?I am already loaded in drop order before the people using that system have loaded a single parcel because I am scanning and loading while they are stood about twiddling their thumbs.I am out of the door earlier, have more daylight to work with and get more done in a day.You try finding "Rose Cottage" down 3 mile long Nostreetlamp Lane with a queue of traffic behind you in the pitch black.

As a driver loads with Quintic, it tells them what drop number it is and they write that in marker pen on the address label and then follow the drops logicly, hence it being good for new starters.As mentioned though it tends to send you around in circles and the HHT's frequently crash.Oops, no more delivery schedule for that driver and as they are relying on technology-what do they do now?

You really have no concept of how long all of these things take and why should you?You seem to think that your ideas can be done in such a small space of time that it would outweigh the time taken for 1 non delivered parcel which actually takes me approx 2 minutes per parcel.

Out of interest, how many parcels do you think we bring back a day?I am talking missed customers, not failed to attempt.

Stephb1986_2

I've said in another thread about Yodel being rubbish how my brother works for them, he is over worked underpaid and unappreciated. I would love all you moaners to spend one day doing what them poor men/women have to do and see how much you moan then.

If you feel that strongly about not using Yodel in the future the other simple option is to actually go to the shop yourself and pick it up off the shelf and pay for it and take it home. What I really don't understand is why do people order parcels knowing that they are coming in 2-5 days and yet decide to go out???? When I order parcels online I know I have to be home until it's delivered or get it delivered somewhere else where someone will be in all the time. Royal Mail is more shocking that Yodel atleast they will re-deliver, Royal mail you have to leave it 48 hours before you can collect your parcel and their website is always down when you want to re arrange delivery or you go manage to get on the website and choose a new date for it to be delivered wait in all day so I go to the sorting office to be told it was out for delivery someone is home while im out still no delivery next day no delivery, Luckily one of my customers is a manager in the said sorting office so I told him funnily enough the next day my parcel was delivered.

gwapenut

Stephb1986 wrote: »

What I really don't understand is why do people order parcels knowing that they are coming in 2-5 days and yet decide to go out????

Are you seriously suggesting that whenever I order something from the internet, I should spend up to 5 days x 24 hours sat in my house waiting?

For goodness sake!

But I DO expect when I confirm direct with a courier company that they will deliver on a certain day, then if I wait in all day, that delivery will happen. That did not happen for me. Twice.

Stephb1986_2

gwapenut wrote: »

Are you seriously suggesting that whenever I order something from the internet, I should spend up to 5 days x 24 hours sat in my house waiting?

For goodness sake!

But I DO expect when I confirm direct with a courier company that they will deliver on a certain day, then if I wait in all day, that delivery will happen. That did not happen for me. Twice.

Yes or leave someone in who can take the parcel for you or leave a note on your door to leave it with a neighbour or in a safe place. Usually works for me.

gwapenut

Stephb1986 wrote: »

Yes or leave someone in who can take the parcel for you or leave a note on your door to leave it with a neighbour or in a safe place. Usually works for me.

So are you so biased that you do not even agree that if I arrange two days in a row, directly with yodel, for them to fulfill their delivery contract to me, they are wrong to not turn up on either day?

Stephb1986_2

gwapenut wrote: »

So are you so biased that you do not even agree that if I arrange two days in a row, directly with yodel, for them to fulfill their delivery contract to me, they are wrong to not turn up on either day?

Where have I said it's not ok for Yodel not to fulfill their contract?? I think your forgetting that these delivery people are normal human beings and sometimes things go wrong the van could of broken down or what ever. But no it's not ok for them not to deliver when you've organised it personally. But at the same time no one is perfect.

Padz_2

Just to add balance I've had wellies from Out of the City and a radio from amazon delivered by Yodel recently (Saturday night and tonight) Prompt friendly chaps and a good service.

So it isn't all bad and I realise I have probably just been lucky.

gwapenut

Stephb1986 wrote: »

Where have I said it's not ok for Yodel not to fulfill their contract?? I think your forgetting that these delivery people are normal human beings and sometimes things go wrong the van could of broken down or what ever. But no it's not ok for them not to deliver when you've organised it personally. But at the same time no one is perfect.

You're right that normal human beings can unfairly get flack - eg drivers, call centre operatives, etc.

I do understand that mistakes happen and am forgiving at first, however when my goodwill KEEPS being abused, as was the case for

Pursey wrote: »

I am not an unreasonable person, I understand that things sometimes happen, but this courier has let me and my family down on all of the 5-6 occasions that they have been involved.

then I think after 5-6 letdowns we have a right to feel annoyed - but no right to take it out on an employee who may have had nothing directly to do with the catalogue of errors.