Shockingly bad experience with Yodel/ELC

jellynewt

Yodel had my parcel and it went out for delivery. Then, rather than coming to me it went back to the depo. I noticed this immediately on the tracking info (as I was waiting in for the parcel) & telephoned to find out what was going on. The person I spoke to said my parcel must have been recalled. I phoned LaSenza (who were still operating in business then) and they said no such recall had gone out - it was an error. They sent a message to Yodel requesting the return was stopped and that the parcel be delivered to me as normal. I too phoned Yodel to ensure this would happen. The person I spoke to said it would be at the depo's “discretion” whether they sent the parcel to me or not, despite the fact it was their error. A few days later I notice the tracking info said my parcel had been delivered - left at “a back door” (quite whose I’m not certain. I notice it had come from Manchester depo (the one it would leave from if it were coming to me. Had the parcel been returned to LaSenza it would have gone back to the Hayes depo first) so I assumed it had been left at my back door (despite me being in at the time of delivery and despite no card being left). I telephoned Yodel and after giving me a lecture on how there had been lots of problems due to the Christmas period and with LaSenza parcels when it was announced they may go into administration (this was hardly reassuring information and, after another telephone call, I was assured by LaSenza that while this had been the case, mine was not actually one of the problem parcels. Furthermore the problems encountered had been resolved several days earlier). Anyway, after putting me on hold for ten minutes the girl I spoke to at Yodel was adamant that the parcel had been left at LaSenza's back door - it had indeed been returned to the seller despite all requests for it to come to me. I thought it was odd that on the tracking info it had not gone back to the Haye's depo first, but accepted the information (although I was not satisfied that my parcel had been left at the back door of a business). I rang LaSenza who were surprised to hear it had been left at a back door. They said no parcel had been left (unless it had been stolen) and no card had been posted through, but they would search for the items anyway, just in case. They thought in unlikely that my parcel would go to them from a Manchester depo, and I began to wonder why, if my parcel was still at Manchester – my local depo, it did not come back to me? I had rung to request it and so had LaSenza. The item was paid for and in Yodel's possession - there was no reason not to deliver it. Since this saga LaSenza have gone into administration and I cannot get my money back. I hold Yodel wholly responsible for the loss of my parcel. Their staff were abrupt and unhelpful and, I am now firmly convinced, have no idea which ‘back door’ this parcel was left at.

Flyboy152

jellynewt wrote: »

Yodel had my parcel and it went out for delivery. Then, rather than coming to me it went back to the depo. I noticed this immediately on the tracking info (as I was waiting in for the parcel) & telephoned to find out what was going on. The person I spoke to said my parcel must have been recalled. I phoned LaSenza (who were still operating in business then) and they said no such recall had gone out - it was an error. They sent a message to Yodel requesting the return was stopped and that the parcel be delivered to me as normal. I too phoned Yodel to ensure this would happen. The person I spoke to said it would be at the depo's “discretion” whether they sent the parcel to me or not, despite the fact it was their error. A few days later I notice the tracking info said my parcel had been delivered - left at “a back door” (quite whose I’m not certain. I notice it had come from Manchester depo (the one it would leave from if it were coming to me. Had the parcel been returned to LaSenza it would have gone back to the Hayes depo first) so I assumed it had been left at my back door (despite me being in at the time of delivery and despite no card being left). I telephoned Yodel and after giving me a lecture on how there had been lots of problems due to the Christmas period and with LaSenza parcels when it was announced they may go into administration (this was hardly reassuring information and, after another telephone call, I was assured by LaSenza that while this had been the case, mine was not actually one of the problem parcels. Furthermore the problems encountered had been resolved several days earlier). Anyway, after putting me on hold for ten minutes the girl I spoke to at Yodel was adamant that the parcel had been left at LaSenza's back door - it had indeed been returned to the seller despite all requests for it to come to me. I thought it was odd that on the tracking info it had not gone back to the Haye's depo first, but accepted the information (although I was not satisfied that my parcel had been left at the back door of a business). I rang LaSenza who were surprised to hear it had been left at a back door. They said no parcel had been left (unless it had been stolen) and no card had been posted through, but they would search for the items anyway, just in case. They thought in unlikely that my parcel would go to them from a Manchester depo, and I began to wonder why, if my parcel was still at Manchester – my local depo, it did not come back to me? I had rung to request it and so had LaSenza. The item was paid for and in Yodel's possession - there was no reason not to deliver it. Since this saga LaSenza have gone into administration and I cannot get my money back. I hold Yodel wholly responsible for the loss of my parcel. Their staff were abrupt and unhelpful and, I am now firmly convinced, have no idea which ‘back door’ this parcel was left at.

It sounds like Yodel were concerned about getting paid for the work they were doing. As it turned out, that concern seems to have been justified.

Why can't you get your money back? Your card issuer should be able to provide a chargeback.

Fancynancy

Hi,

I have had a similar experience with Yodel and La Senza. My parcel was delivered to my neighbour last Tuesday, then the Yodel woman came back to take the parcel of my neighbour five minuets later because she told him it had been "recalled" :mad:.

I have called Yodel and La Senza (who unfortunately went into administration on the day my parcel was out for delivery) and La Senza have promised the parcel will eventually be delivered once Yodel are paid by KPMG. So I think you are right, Yodel are concerned about themselves. The thing is, what they have done is stealing. I thought more people would have had problems, but it seems not...

Flyboy152

Fancynancy wrote: »

Hi,

I have had a similar experience with Yodel and La Senza. My parcel was delivered to my neighbour last Tuesday, then the Yodel woman came back to take the parcel of my neighbour five minuets later because she told him it had been "recalled" :mad:.

I have called Yodel and La Senza (who unfortunately went into administration on the day my parcel was out for delivery) and La Senza have promised the parcel will eventually be delivered once Yodel are paid by KPMG. So I think you are right, Yodel are concerned about themselves.

And so they should be. Why should they do the work and not get paid for it?

The thing is, what they have done is stealing. I thought more people would have had problems, but it seems not...

No it isn't.

Fancynancy

Thanks for your support Flyboy152... My point is the parcel was delivered and my rights are:

"If your product had been packaged, processed and labelled with your name, then the company must send it out, as you technically own the goods"

Hence why I say Yodel have stolen from me.

Yodel had already delivered the goods, therefore they were in the care of whomever who had signed for them (Isn't that the whole point of signing for a pacel?!). If I had of signed for them myself I would not have given back the parcel as it was mine, however my neighbour was not in a position to say no the Yodel woman.

Flyboy152

Fancynancy wrote: »

Thanks for your support Flyboy152... My point is the parcel was delivered and my rights are:

"If your product had been packaged, processed and labelled with your name, then the company must send it out, as you technically own the goods"

Hence why I say Yodel have stolen from me.

Yodel had already delivered the goods, therefore they were in the care of whomever who had signed for them (Isn't that the whole point of signing for a pacel?!). If I had of signed for them myself I would not have given back the parcel as it was mine, however my neighbour was not in a position to say no the Yodel woman.

Where did this quote come from? It would be handy to be able to see what context it is written.

saversaurus

I Ordered my stuff on the 2nd and it was almost with me when it was turned around and returned to sender, i have contacted the administators who where at lasenza last week and lasenza are not recieving returns or deliveries of any kind at hayes(the online dept) yodel could not return the parcels to lasenza but im guesing that thay could deliver them to the administrators! but my parcel was scannedout of the hayes depot on the 18th and is now not showing up on the system with any further info! i can see this ending badly i hae=ve never had a f=good word to dsay about home delivery network or yodel basically they never deliver my parcels with out having to be chased ALOT. ive kind of given up the credit card cant do a charge back in this case because the company is in administration the only way you could be covered is section 75 or if you paid on visa Ive driven for a few delivery companys and its a thankless job most of the time but im afraid yodel take the biscuit, there postcodes are not well distributed in some areas there depot can be a couple of miles away but a parcel will be sent from another depot 25 miles away(my house for example) its great for collecting parcels thats if they have not despached the parcel again even though you have booked for a collection! I cant see this going well for any one i am submitting a claim to the administrators via te credit card and individually but even though i ordered before administration kicked in and it was despatched there is no saying i will get my money back. its got to the point where i am not doing internet shopping again. im back on the high street which means i wiill spend less, i think alot of people will be stung by this sort of thing with this batch of companys going bust. sorry for the rant yodel really get my back up GO ROYAL MAIL,DHL, UKMail!

Delivery_Driver

It does seem harsh when a company goes into administration and the delivery company hold parcels back.

Ultimately though its because their contract is with the client, not you and they cannot afford to deliver potentially thousands of items a day for free.

Fancynancy

Flyboy152 wrote: »

Where did this quote come from? It would be handy to be able to see what context it is written.

I got the info from The Telegraph: tried to post the link but I am not allowed as a new user The article is called It's gone bust, so now what are my shopping rights? Quite an apt title lol.

I guess I am grasping at straws as I know this isn't gospel.

As I have said, my main problem with this whole thing is that fact the delivery lady came back for the parcel once it had been delivered. I would be interested to know your views on this? Yodel have not replied to my e-mails... unsurprisingly

Fancynancy

And Saversaurus I am sorry to hear about your experiences. I am still trying to claim the money back from my credit card company, may as well give it a go.