Yodel - shockingly bad - email address anyone?

denichka

Thanks to Elaine (email provided in this thread) and Nathan from Yodel's Twitter I had my parcel back within 2 hours.

I have to say that while polite, the phone customer service representative wasn't giving me much hope (and didn't call me back today as promised).

I was pleasantly surprised that in the end Elaine and Nathan sorted this out so quickly! Really grateful to both as I was already imagining the parcel being lost and the money I was supposed to get for the return of my clothes forever lost...

Still no idea why the courier took a parcel with a huge Hermes label and confirmed it was for him even when questioned on whether he was sure a Hermes labelled parcel is indeed for Yodel.

annaojbee

My parcel was delivered by Yodel - and on time. Trouble was they left it on my 'back porch'. 'What back porch?' I pondered. Talk a walk into back garden just in case to discover parcel had been thrown over a 6ft fence into the back garden!
Call to customer service - should have a reply in 24 hours. 1 week later called again to be told they would talk to the driver. Fine, but I want a response so I can be sure it won't happen again. OK - someone will contact you. When? Possibly 24-48 hours but maybe longer.
End of story? I don't think so!!

Yodel_representative

annaojbee wrote: »

My parcel was delivered by Yodel - and on time. Trouble was they left it on my 'back porch'. 'What back porch?' I pondered. Talk a walk into back garden just in case to discover parcel had been thrown over a 6ft fence into the back garden!
Call to customer service - should have a reply in 24 hours. 1 week later called again to be told they would talk to the driver. Fine, but I want a response so I can be sure it won't happen again. OK - someone will contact you. When? Possibly 24-48 hours but maybe longer.
End of story? I don't think so!!

Hi, I'd like to look into this for you! Just email social.media@sm.myyodel.co.uk with your full address and contact number.

Nessun_Dorma

sabre9 wrote: »

I have just spoken to yodel after my delivery which on their site states it is being delivered today but it is not.They stated to me that it was the forwarding companies fault which i have just found out is untrue.the forwarding company informed me that YODEL collect from them at 5.30pm every day so the delay was YODELS fault.The parcel is a car battery which i ordered saturday for delivery tuesday.The car is parked (with a flat battery) in an area which is going to have all of the parking suspended wednesday 11th feb.Yodel said that "oh thats a problem for you isnt it".The customer service rep told me that they are unable to get in contact with the courier to ask if he could deliver early at my request and i was informed NO we cannot contact the couriers,which is obviosly untrue.They do not care about the supplier or customer.The attitude is we have your parcel so you will have to wait untill we deliver it,I would never order anything from a company on line if they use YODEL as a delivery comapny.I have e-mailed their complaints dept but i dont hold out much hope.They also told the forwarding company that if i wanted an apology I WOULD HAVE TO PHONE THEM.What a cheek.I would recommend anyone ordering on line to check who the final courier is an if it is YODEL dont use them.

If you have been silly enough to tell Yodel that it is a car battery, there is no way you will be getting it now. It is on their prohibited list and if I was them, I would be returning to the sender with a bill. If the courier, who is delivering it, finds out, I would guess he will return it straight back to the depot.

Nessun_Dorma

phoneguy wrote: »

Today I had a problem with them for the first time. I refused a damaged parcel, the driver is seen loading it back into the van on CCTV, then marks it as delivered and left safe. I've just got back from the Police Station having reported the driver for theft. No other choice really. Was Southampton Depot.

What happened when you reported it to Yodel?

Nessun_Dorma

cat-lady wrote: »

Great, I need a management email or normal landline number for the head office or Basildon depot (the boss, not some lowly slave with a script to regurgitate) - my mobile does not do non-geographical numbers at all - I have print screened GPS coordinates on google maps of fake attempted delivery and actual delivery. There is a rogue depot Yodel must sort. Totally fed up with the fraud who claims attempted deliveries here - I was beginning to think it was faked at depot level with perhaps no actual driver even in existence to cover Saturday round, but he most likely parks as far as he can get by road and generates fake report - now proven by yodel own GPS tracking!!!!

Does the tracking for Yodel give actual global co-ordinates?

Nessun_Dorma

denichka wrote: »

Thanks to Elaine (email provided in this thread) and Nathan from Yodel's Twitter I had my parcel back within 2 hours.

I have to say that while polite, the phone customer service representative wasn't giving me much hope (and didn't call me back today as promised).

I was pleasantly surprised that in the end Elaine and Nathan sorted this out so quickly! Really grateful to both as I was already imagining the parcel being lost and the money I was supposed to get for the return of my clothes forever lost...

Still no idea why the courier took a parcel with a huge Hermes label and confirmed it was for him even when questioned on whether he was sure a Hermes labelled parcel is indeed for Yodel.

Maybe the courier didn't insist as much as your receptionist reported.

Nessun_Dorma

annaojbee wrote: »

My parcel was delivered by Yodel - and on time. Trouble was they left it on my 'back porch'. 'What back porch?' I pondered. Talk a walk into back garden just in case to discover parcel had been thrown over a 6ft fence into the back garden!
Call to customer service - should have a reply in 24 hours. 1 week later called again to be told they would talk to the driver. Fine, but I want a response so I can be sure it won't happen again. OK - someone will contact you. When? Possibly 24-48 hours but maybe longer.
End of story? I don't think so!!

Where would you have preferred the courier to have left your parcel when you are no in?

SherlockBones15

Hi everyone,
I just thought I'd share how I solved my Yodel problem (I posted this on another Yodel thread on here too):
I was expecting a parcel via Ebay Global Shipping Programme which was not delivered. I only realised this using Ebay's online tracking system - seeing that it was suddenly marked as "delivered". I had no card, nothing. I disputed this with both the seller, Ebay and 13-ten (the mailing house which used Yodel to deliver). I got nowhere - notably 13-ten said the Yodel driver confirmed he had delivered the parcel to a safe place, when I questioned what safe place, they said "a safe place is wherever the driver deems it to be safe". What a joke.
Long story, shortened... I tracked down the Yodel dispatch office which would have dispatched my parcel, in Mitcham, and sent my partner down there! (More because I had to look after our 9 month old so it was easier for him to go instead of me, but I digress). He gained access literally through the back door and started loudly demanding to know where the parcel was, who delivers to our area, and demanding to talk to the driver. The people/minions were surprised and someone in authority was called... eventually my partner was given the telephone number (can you believe it!) of the driver himself. He called and called and eventually was called back, with the driver explaining he was not the driver for our area and didn't understand why he had been called. By this point my partner had left the dispatch centre so couldn't follow this up in person. However, he told this person that he would be going back to Mitcham to find the driver and that if he knew him, he should warn the driver.
Low and behold, guess what turns up a day later? The parcel. This was 2 weeks after it was apparently delivered to me. It was open and had been lamely patched up with tape, one of the items already out of its protective cellophane, but the other in tact. When I asked the driver where he'd been with the parcel and what had happened, he gave me a long-winded explanation which was unsupported by both the physical and circumstantial evidence (including the online info which said it was delivered to an outbuilding, part of this driver's explanation was it was signed for by a neighbour). I looked him in the eye and he looked right back, both of us knowing he was lying through his teeth.
Moral of the story - get down to the dispatch centre and kick off, and you'll get your parcel! I cannot believe it came to that, and moreover, that it worked.

Yeknodathon

Hello, this is my experience with Yodel, 4 days of frustration and broken promises only for the parcel to be sent back. Shockingly poor service. I seriously doubt I will do business with anyone that uses Yodel.

******

was hoping for successfully, oh my gawd, how much time and effort was taken on my part to try. For what it is worth, their email address.

[EMAIL="customercare@vx.yodel.co.uk"]customercare@vx.yodel.co.uk[/EMAIL]

This is my last correspondence to Yodel Customer Care, except they do not appear to care so much as want to respond after several days.

I phoned the Yodel Interaction Centre 8/4 and spoke to Jackie who looked at my complaint.

Her conclusion was that I should not have to endure more poor experiences with Yodel and that she would contact Southampton Deport directly by phone and deal with the matter and arrange delivery for 9/4. She assured me this would be done after speaking with Southampton.

I have logged onto the Yodel web site this morning and now see that the package has been sent back to the sender.


*****




Failure to attend property
Failure to leave card
Failure to answer phone and then had the indignity of having the phone put down on me after waiting 15 mins
Failure to appreciate that I am paying 5p / min for these calls
When I did get through to someone there was some progress made and Saturday delivery agreed but the acceptance of my experience was grudging and I had to work hard to get my needs accepted
Failure to provide positive, up-to-date assurances on day of agreed delivery
Failure to articulate Yodel policies and procedures
Failure to appreciate that if policies and procedures are not met eg provision of card, problems for management of any delivery or collection at depot will ensue.
Failure to assist with dealing with depot
Failure to articulate a coherent or consistent complaints procedure
Failure until the last online chat to escalate issue
Failure on day of delivery to provide any management support or courtesy of a call to investigate or progress the issue at hand
Failure to appreciate in any significant way the time invested or inconvenience this is causing,to me or the sender
Failure to apologise.

And to top all this off, according to Yodel, it is my responsibility to engage the sender regarding contract obligations and to monitor Yodel operations so that the appropriate escalation can be made? On Easter Saturday?

This surely must be a joke?

No, it isn't. This is how Yodel does business and expects stakeholders to experience interacting with Yodel, Only on a few occasions while interacting with Yodel did I feel that I was being treated seriously, or being listened to or, perhaps more importantly, that execution on promises was going to be made. It was quite obvious that Yodel Helpdesk's ability to escalate and engage other Yodel Business areas for successful management of a non-delivery issue is limited if non-existent.

A very unpleasant and poor service where a "courier" appears to be struggling with the basics, not least the ability to slip a piece of paper through in a letter box used by Royal Mail and other couriers to ensure that I have received the courtesy of communication and the opportunity to assist. In fact, Yodel have been able to do just this thing in the past but have somehow found a way to de-skill even this part of their operation.