Yodel - shockingly bad - email address anyone?

custardy

yazzreal wrote: »

Hello to anyone reading this
I never post in forums, or hardly. And for me to do that I must be super annoyed. And I am!
I sold something on ebay and booked a collection with Yodel for wednesday. no show
rebooked collection for Thursday. Driver came around 5pm and said he was too busy the day before. great!
So its a 24 hour service I booked, and parcel is meant to get to buyer today. Guess what? yes! no show
Cant speak to a human being either. Soooo annoyed. Theyre automated service keeps saying goodbye to me. aaaarrghh
I already tweeted them and sent an email to their customer service address. I asked for a refund as this clearly isnt what I paid for.
So rant over! wait and see for now

You didnt book a 24 hour service
you booked a service that aims for 1-2 working day delivery.
If you are arguing a service isnt what you paid for,you need to be clear what you paid for.

mitch0105

InsideInsurance wrote: »

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.

Yes i do have various telephone no's for yodel but unable to share them with you. My point is, that they treat their "self-employed" couriers the same way as their customers. They show no respect at all.
"A self-employed courier"

Kaye1

Can only post as a receiver of parcels- we have had the same chap for a good while now and he is brilliant. Always wears shorts (irrelevant, I know!), polite and helpful.


Had 36 bottles of wine delivered this morning, on time and he offered (without me asking) to bring them in because he could see I had my little one.


I often see him in the village and he always runs up and down the paths.


Reading these posts, we must have struck lucky!

treacle_13

I don't work for Yodel but I do work for another national courier. In my experience everyone has a complaint about every courier company but just a thought...........Why do you order items to your home address if you work? Why not look for and use the alternative address option when you order your goods? Why not look for and use the leave with a neighbour/leave safe option when you order? Most drivers don't get paid if they card your address and most drivers - including mine - would get the sack for leaving goods safe without that instruction from the sender. That means that your notes on the door, your abusive phone calls and comments mean nothing if you didn't take the correct option at the point of ordering. We all have a job to do, why make life so complicated when a simple click of a button can make it very simple?

mattyprice4004

mitch0105 wrote: »

Yes i do have various telephone no's for yodel but unable to share them with you. My point is, that they treat their "self-employed" couriers the same way as their customers. They show no respect at all.
"A self-employed courier"

How is telling someone you have contact details but can't share them helpful?
You could always send him them via PM.

GINGE67

I placed an order on October 11th. It should have been delivered on Thursday 16th but when I checked the tracking it said it had been delivered at 3 pm on the Wednesday. I contacted River Island and they telephoned Yodel, who told them that my daughter had signed for the parcel. I disputed this because she hadn’t been home that day.
Yodel then back tracked and said their driver had accidentally scanned the parcel, which was why the tracking said ‘delivered’. He then said he had put a card through my door. I didn’t receive a card.
I was told that my order would be with me by 1pm Friday 17th Oct. It didn’t arrive. I contacted Yodel again. The lady gave me the drivers number,so I rang him. He told me he had only worked for the company for 1 day…the Tuesday (14th) before my parcel was tracked as delivered.
I contacted Yodel and River Island on the Saturday morning, both promised to look into the matter. Yodel said they would call the driver in to be interviewed and that I would be contacted within 48hrs. All I got was a few emails saying they were looking into the matter. I rang Yodel on the Monday and this time I was told that someone called Bradshaw had signed for my parcel on the Wednesday in question. I don’t know anyone by that name.
On Tuesday 21st Oct I received an email from Yodel which basically told me that I shouldn’t contact them anymore, instead I should get in touch with River Island for a refund or replacement. I contacted River Island but they told me I couldn’t have a refund as Yodel hadn’t supplied the required information.
I rang Yodel again today (Thursday 23rd Oct, 9am) and they assured me they would update the information immediately so I could get a refund.

Yesterday afternoon I rang River Island and asked if I could have my refund. I was then told my parcel was in the Warrington depot and I would definitely get it today. I immediately contacted Yodel to confirm this and was told the parcel wasn’t with the courier so I was unlikely to get it today. The lady contacted the depot manager and he said he would ring me in 10 minutes.

2 hours later I still hadn’t heard anything back from him so I rang Yodel again. An operator by the name of Dionne said she was unable to speak to me as my name wasn’t on the account!!! I explained I had rang every day since the 16th but she was adamant that I couldn’t proceed with my enquiry, she wouldn’t even let me speak to someone in authority. I rang River Island and it was agreed that Yodel should return the parcel to them as I am no longer prepared to be messed about.

dors01

I feel your pain with Yodel, for a long time I had an excellent experience with them, yes they might have left cards and several times I had to pick up parcels from the depot.
Unfortunately for companies like Yodel they rely on owner driver contractors and refuse to be held responsible for the actions of these drivers.
So if the company don't take responsibilty for the staff they pay to do a job, I'm afraid as a consumer you have no hope what so ever.
The big companies use these delivery firms because they are the cheapest around.
I would say hound the retailer until they give you something, because the retailer has to understand that by using these delivery companies they are really p*55ing us off as customers.

Smudger100

Yodel are totally incompetent IMHO
They failed to collect my parcel on the 1st attempt, I was in all day waiting for them!
A curt driver collected on the 2nd day, grumbled about the size of the boxes but managed to squeeze them into his van.
Yodel failed to deliver (this was a return to a supplier for a refund at my cost) and some 12+weeks on I'm still trying to get my claim for £ 200+ processed (goods, delivery cost and insurance).
I booked the collection and delivery via myparceldelivery.com whom are equally incompetent IMHO.
I've raised a formal complaint with MPD and guess what, it ends up with the same Customer Services rep that you get via their website - they don't even have the common courtesy to acknowledge the formal complaint - how professional is that - not !!!
My next step is a letter to the MD at MPD and the small claims court.
Never again will we use either company and I agree with earlier comments that there are far better companies out there for collection and deliveries

Ireally

Has anyone a number to call for someone in the senior management team of Yodel? Have had polite but conflicting results from my calls to their customer services team regarding a delayed delivery. There is also another very serious matter to address that I am not being kept in touch about. (don't want to detail it here as I am trying to be fair and give Yodel the opportunity to reply)

dollywops

New Virgin hub was supposed to be delivered yesterday to the office. I checked on the Yodel site and it shows as having been signed for at 7pm last night - slightly not possible.

This morning OH gets to the office anf there is a very soggy parcel just sitting on the mat outside the front door. Everything inside is wet. Phoned Virgin to complain. Was told that someone by the name of Grice had signed for the package and did we have anyone of that name working for us. I pointed out that if someone in the company had signed for the parcel they would have taken it in and not left it on the mat! Suggested that possibly the driver signed for it.

Asked if the hub was ok and I said I was not prepared to even try it when it had been water-logged. New hub being dispatched today.

Virgin can deal with Yodel - that is not my problem.