Shockingly bad experience with Yodel/ELC

leicester27

Hello,

This is what happened to me with Yodel and ELC its a bit long but please read.
I brought all the kids toys from ELC while they had the 50% discount sale. I placed the order online, everything went fine I made a big saving and on top of which I got an extra 20% off using the advice in the grab it quick forum I was very pleased.
I received an email saying your item has been dispatched which was good but no delivery date given. Unfortunately I missed the first attempt at delivery by Yodel, they dropped a card through the door saying we missed you, we will try again tomorrow (in total they were supposed to make 3 attempts) also said this in the ELC email. So I took the next day off and waited for this parcel. Nothing late afternoon, I thought I would ring the local depot to confirm. First thing I noted was there was no number on the card for the local depot. So I then rang the 0871 number on the card to ask about delivery unfortunately it was an automated service with no live operator and with no option for my query. I then decided to have a look at the Yodel website for some information I entered in the parcel number left on the yodel card in to the tracking page and was a bit surprised to find parcel was not tracking on this page. I then worked out from the card (not the website) they had a different webpage for re deliveries. I entered in the parcel number and I got an out for delivery response on this page. I thought great; I waited till 6pm, no delivery. So I re-entered the parcel details on the website again and was shocked to find that the parcel was delivered. I now really wanted to get hold of Yodel to ask what was happening and where the parcel had been delivered. But again nothing I could not get any customer services or details for such. I finally got the local depot number from a goggle search. I rang them but they were closed after 6pm. Again the 0871 number was useless.
Next day, first thing in the morning, I tried the Yodel website. Entered in the parcel details and was relived to find that the parcel was showing up. It gave me the option of redelivery or collection from the depot. To be safe I decided to collect the parcel from the depot. Choose the option; I then went to the Yodel depot to collect the parcel. Handed over my card, they then could not trace my parcel at the depot. Half an hour later they told me my parcel was being returned to sender. I was told the driver had come to the house at 4:45 but it looked empty. I know we are having some work done to the front but my car was parked in the drive and the lights where on. I found this hard to believe, no card left as well. Anyway, I was prepared to give them the benefit of the doubt. I was then told to contact ELC to rearrange delivery.
Went to work, later in the afternoon, I rang ELC. The customer service person was very friendly. I explained what happened, they looked up the parcel on the computer and told me the parcel is heading back to the warehouse, so to speed things up they would send out another order with the same toys, unfortunately the toys where all out of stock. Since these where Christmas presents and I had enough time for redelivery I asked to have the toys that were in transit being sent back to the warehouse to be sent out again. Even though I had brought and paid for these toys and not asked for them to be returned I was a bit shocked to find I could not have them as they had re-entered the system and where now out of stock as well. All they could do was give me a refund. There was nothing more this customer service agent could do, I asked for the address to write a letter of compliant to. I have sent I complaint letter, I wait to see the response. I also noted ELC do not have a customer service email address on their website.

It is just poor customer service from Yodel and ELC. I now have to spend my weekend going into town looking for some replacement toys.

Matt_Penfold

I have been expecting a parcel from HDNL/Yodel which did not arrive on time. Chasing them up it seems they have decided that since they cannot cope with the volume of parcels they have decided to suspended all agreed delivery times. Speaking to the retailer who sent my order it seems HDNL/Yodel did not bother to inform their customers of this decision. The person I spoke to at the retailer was very apologetic, and said they were tearing their hair out at the poor courier service and most likely will be dropping them come the new year. The person I spoke to at HDNL/Yodel was just plain rude. It seems they were caught unawares by Christmas.

scotone

main problem with Yodel, is for the past six months they have been making full time drivers redundant, they want to massively reduce the company employed drivers. and closing depots,and are now employing self employed couriers.result being the state of the deliveries.also

luciesmummy82

I had similar problem with ELC/Yodel. I got out of work late one evening with a text stating my parcel was left in a safe place and a card was put through the door stating where it was left. I got home, no card through door. I knocked on all my neighbours doors asking(as normally they leave with next door if not in) no joy. I emailed ELC who chased it up and said it was left on door step at 2something that day by courier. It had been pouring with rain and left in full sight of a balcony full of people for goodness knows how long..Fortunatly Elc offered to refund or resend when back in stock wth no problems. I will never order from any company who uses Yodel and if I must I will always order to work or where I can be sure someone will be in all day. I found a number for press officer of Yodel on Google and complained, it was a low call number and he answered straight away.I cant see how these companies are still using them.

MancLass

My friend works for Yodel and they said if your tracking is like 009123456789D then expect delays as the old HDNL side is backlogged to hell, If it starts JJD000 its going via the old DHL Domestic network and is running normally

Adding to that if you make any returns, Yodel/HDNL are not guaranteeing collections at the minute due to the backlog.

Evilm

MancLass wrote: »

My friend works for Yodel and they said if your tracking is like 009123456789D then expect delays as the old HDNL side is backlogged to hell, If it starts JJD000 its going via the old DHL Domestic network and is running normally

Adding to that if you make any returns, Yodel/HDNL are not guaranteeing collections at the minute due to the backlog.

Mine was a JJD... and they marked that delivered and handed it over the HDNL instead. 19 days later I still don't have it.

Dave_Z

Also having lots of problems with Yodel here. I have 2 shipments coming from 2 retailers which were both ordered on Dec 4th. Still no sign. I always thought HDNL were pretty poor, but since becoming Yodel it's just got ridiculous. First they lost my Amazon parcel and then some wine i ordered from Majestic came when i was out. Having arranged redelivery twice now and both times even with someone at home all day each day, no delivery. I'm feeling a bit lost now. These are 2 important presents and i'm at work all week (including today) and have no time to go find new items on the high street. Yodel are gonna ruin a lot of peoples Xmas' i expect.

MancLass

Evilm wrote: »

Mine was a JJD... and they marked that delivered and handed it over the HDNL instead. 19 days later I still don't have it.

You'll find in this instance that the JJD old DHL network doesn't run anymore in your area so was labeled incorrectly then handed over to the HDNL side.

If you dial 0871 977 0800 then press # # at the automated service it transfers you to an advisor.

If your not having luck. ask the retailer to launch a query via Resolve or Otis.

If you need any depot numbers ask me!

soolin

I understand Yodel are connected with Collect plus- a company that in all honesty I could not recommend .

Used twice on their 3-5 day guaranteed service. First parcel took 11 days and only turned up after extensive calls and nagging from me. Second parcel sent 9 days ago and is still in transit, tracking keeps being updated and sometimes goes backwards- but wasn't actually even picked up from local shop until 5 days after I dropped it off. My buyer is likely to be wanting a refund very soon, and I can't blame him. which means using this company has lost me more money than any other mistake I have ever made on ebay.

MancLass

soolin wrote: »

I understand Yodel are connected with Collect plus- a company that in all honesty I could not recommend .

Used twice on their 3-5 day guaranteed service. First parcel took 11 days and only turned up after extensive calls and nagging from me. Second parcel sent 9 days ago and is still in transit, tracking keeps being updated and sometimes goes backwards- but wasn't actually even picked up from local shop until 5 days after I dropped it off. My buyer is likely to be wanting a refund very soon, and I can't blame him. which means using this company has lost me more money than any other mistake I have ever made on ebay.

They go via the old HDNL network, currently backlogged. Theyve suspended all guarenteed services and Collect+ is running slow.

DCFC79

We had an attempted delivery from yodel yesterday and when i saw the green card i was thinking "here we go, this will be fun" but it was all ok as the item was left with a neighbour so a plus for yodel.