Yodel Delivery company

singing_kitten

Initially at around 1pm on Friday 3rd August I used the Interparcel online tracking to see that our
parcel hadn’t been tracked since 1st August. I was concerned and contacted Interparcel via the online
chat function on their website using the tracking number given to me by Paula the seller.

I was connected to Rebecca Pulling. Transcript of this conversation is available below.

You are now chatting with Rebecca Pulling (1300hrs)

Beka says:
Welcome to Interparcel, how can I help you?

Ruth Millar says:
Hi, I'm trying to track my parcel due to arrive here today and the last note on the tracking system is in
Gloucester on the 1st August. I really need the parcel for tomorrow morning so need to know that it will arrive
today. Can you help please? Tracking number*****

Ruth Millar says:
hi, are we still connected?

Beka says:
apologies for the delay. Please hold while i check this for you

Ruth Millar says:
hello?

Beka says:
Unfortunately this item has not been scanned since collection and so I will need to raise a query with the
courier and come back to you.

Beka says:
Please advise your emailed address so that I can come back to you.

Beka says:
apologies for the delay. Please hold while i check this for you

Beka says:
Unfortunately this item has not been scanned since collection and so I will need to raise a query with the
courier and come back to you.

Beka says:
Please advise your emailed address so that I can come back to you.

Ruth Millar says:
***** is my email address

Ruth Millar says:
I REALLY need this parcel for tomorrow morning. Please let me know it's status. Thanks

Ruth Millar says:
*its

Beka says:
I will come back you to as soon as possible, I have advised the courier that this is urgent.

Beka says:
was there anything else at all?

Ruth Millar says:
No, just what would be the next step if the parcel isn't here on time, could I collect it somewhere, but I'll cross

that bridge when I hear from you. Thanks

Ruth Millar says:
will you send a copy of this transcript to my email please?

Ruth Millar says:
are you still there?

Two hours passed and I had not heard from Interparcel, so at around 3pm I called Interparcel on the
telephone number on their website.

I spoke to Kayleigh who informed me that the parcel would definitely not be with me by tomorrow
(Saturday 4th) as it was not booked on a Saturday delivery (only Monday to Friday) and that it had been booked for 48 hr delivery but it had not been booked on a "guaranteed" 48 hour delivery and there would be no compensation made.

I then called Yodel (08442480555)to see if I could find out where the parcel was and if I could collect
it myself from its location or pay for it to be collected at its location and delivered on a next day
service. I spoke to Nicolas who informed me that he could only deal with tracking numbers and
had no way of re-arranging a faster delivery. I asked to speak to his supervisor. He put me on hold
and came back saying that “Ashley” his supervisor had said that if I gave the Yodel Client Services
number (08707016688) to Interparcel they could arrange this for me.

I called Interparcel and spoke to Carly who said that there was nothing she could do, there had been
no further scans of the parcel and so she didn’t know where it was. Her supervisor Sam said there
was no way for me to collect the parcel or for them to arrange a faster delivery. This wasn’t possible
and I had been mis-informed by Yodel.

At this point my husband arrived home and suggested I should try calling the number given to
me by Nicholas. I did this and after 25mins waiting for my call to be answered I spoke briefly with
Sue from the client line who informed me I shouldn’t have called on this number but that on this
occasion she would put a call through to the depot for me. She came back after around 5-7mins with
the same information I had already been given. I asked to speak to her supervisor.

I was put through to Ashely . I tried to get some information as to where my parcel was and why it
had been lost. Ashely did not agree that it was lost, but that it was “in transit”. When I explained
that my parcel should’ve been delivered within 48hours she said that this service should never
have been offered for my location. I explained that I was in mainland Scotland only 30mins drive
from Edinburgh , but she said that even Edinburgh was not considered by Yodel for 48hour delivery
services.

My husband also spoke with Ashley, who was very rude and kept talking over him, we were keen to locate our parcel and find out where “in
transit” it was. Whether between Gloucester and the Droitwich sorting office or between the
sorting office and the local depot in Perth. Ashely said she didn’t know as there had been no scans
performed on the parcel since Gloucester and that it could have passed through the sorting office
without having been scanned. When pressed she seemed to think that it was waiting to be scanned
into the sorting office (48hours after it left Gloucester) I was again informed that even if the parcel
turned up right then there would be no chance it would arrive for lunchtime on Saturday. It would
be Monday before there was “any movement" on the parcel.

During each of my phonecalls to Yodel it took over 12 minutes for the phone to be answered and on
some occasions I still hadn’t spoken to anyone 25 minutes after the call began.

I eventually called the local depot in Perth (08442480591 press 4) and spoke to Billy who was very
helpful. He took the Yodel tracking number ****. He said the parcel had not had
an arrival scan in Perth and it was unlikely that the parcel would be in Perth without an arrival scan.
Therefore the likelihood of it being with me for tomorrow morning was very slim. I offered that I

would ring back at 8am or 9am when they open in the morning to find out if the parcel had arrived
as my brother lives in Perthshire and could have collected it.

The seller contacted me and said that she had been informed that the parcel had left Gloucester at
2:37pm and was in transit and “out for delivery” and that she had been told that the Gloucester van
would bring it directly to me the customer and that Yodel work until 9pm.

The parcel did not arrive. Today is Wednesday 8th and I received an email from the seller yesterday:
Hi Ruth, I have received an email this morning from Interparcel, the parcel has been located at Wednesbury Depot and is out for delivery tomorrow (Weds). Please can you advise as to when you receive, Paula.

The tracking on the parcel last night still showed it as being at Wednesbury at 8.20pm

Today at 10.09 the tracking has just updated it as being at the Perth depot, so there is a chance it may arrive today but that is already 5 days late and no good for the event we needed it for on Saturday-Monday.

I don't want to press the seller as it's not her fault the parcel didn't arrive on time as she sent it in plenty of time. But I am annoyed that the parcel didn't arrive when I needed it and we were without items we needed for our special event. I am also out of pocket from having spent a whole afternoon on the phone to both Interparcel and Yodel.

The thing that infuriates me the most is that neither company is telling the truth. They wont admit that they lost the parcel and that it's their fault the parcel was delayed they simply say it's "in transit". On their tracking page and in correspondance it said it would arrive on 3rd August and the seller paid for 48hr delivery. What's the point in calling it 48hr if the parcel isn't going to arrive in that time? Surely that's false advertising!

I've also seen that I'm not alone as their facebook and twitter pages are full of unsatisfied customers. Surely something should be done if a company is consistently mis-treating its customers?

Can anyone tell me what my rights and the seller's rights are in this case and can anything be done about Yodel who are repeatedly failing in their duty?

BillTrac

Surely all these so-called delivery companies fail big time under the trades description act as they seem to do anything BUT deliver! And no I am not being serious but very near the truth.

Every time I eventually receive a delivery at home I get the courier whinging about how he only gets 39p per delivery.

NOT MY F*****G problem.

OP, Yodel/HDNL etc are a law unto themselves. Does anyone who actually works for one of these companies feel that they would accept the crap customers get if the boot was on the other foot.

I wanted to buy a Nexus 7 last week as a present. I could either have it delivered to home for free which would mean an easier time for me, or I could have it delivered to the CPW store. Both next day. I opted for the CPW delivery as I just felt that there was no way I could trust Yodel to deliver anything on the day guaranteed whereas I knew the store delivery would be realistic.

And it was, I collected it at lunchtime the next day and all was well. Probably would still be waiting for Yodel.

And breathe............:rotfl:

visidigi

singing_kitten wrote: »

Initially at around 1pm on Friday 3rd August I used the Interparcel online tracking to see that our
parcel hadn’t been tracked since 1st August. I was concerned and contacted Interparcel via the online
chat function on their website using the tracking number given to me by Paula the seller.

I was connected to Rebecca Pulling. Transcript of this conversation is available below.

You are now chatting with Rebecca Pulling (1300hrs)

Beka says:
Welcome to Interparcel, how can I help you?

Ruth Millar says:
Hi, I'm trying to track my parcel due to arrive here today and the last note on the tracking system is in
Gloucester on the 1st August. I really need the parcel for tomorrow morning so need to know that it will arrive
today. Can you help please? Tracking number*****

Ruth Millar says:
hi, are we still connected?

Beka says:
apologies for the delay. Please hold while i check this for you

Ruth Millar says:
hello?

Beka says:
Unfortunately this item has not been scanned since collection and so I will need to raise a query with the
courier and come back to you.

Beka says:
Please advise your emailed address so that I can come back to you.

Beka says:
apologies for the delay. Please hold while i check this for you

Beka says:
Unfortunately this item has not been scanned since collection and so I will need to raise a query with the
courier and come back to you.

Beka says:
Please advise your emailed address so that I can come back to you.

Ruth Millar says:
***** is my email address

Ruth Millar says:
I REALLY need this parcel for tomorrow morning. Please let me know it's status. Thanks

Ruth Millar says:
*its

Beka says:
I will come back you to as soon as possible, I have advised the courier that this is urgent.

Beka says:
was there anything else at all?

Ruth Millar says:
No, just what would be the next step if the parcel isn't here on time, could I collect it somewhere, but I'll cross

that bridge when I hear from you. Thanks

Ruth Millar says:
will you send a copy of this transcript to my email please?

Ruth Millar says:
are you still there?

Two hours passed and I had not heard from Interparcel, so at around 3pm I called Interparcel on the
telephone number on their website.

I spoke to Kayleigh who informed me that the parcel would definitely not be with me by tomorrow
(Saturday 4th) as it was not booked on a Saturday delivery (only Monday to Friday) and that it had been booked for 48 hr delivery but it had not been booked on a "guaranteed" 48 hour delivery and there would be no compensation made.

I then called Yodel (08442480555)to see if I could find out where the parcel was and if I could collect
it myself from its location or pay for it to be collected at its location and delivered on a next day
service. I spoke to Nicolas who informed me that he could only deal with tracking numbers and
had no way of re-arranging a faster delivery. I asked to speak to his supervisor. He put me on hold
and came back saying that “Ashley” his supervisor had said that if I gave the Yodel Client Services
number (08707016688) to Interparcel they could arrange this for me.

I called Interparcel and spoke to Carly who said that there was nothing she could do, there had been
no further scans of the parcel and so she didn’t know where it was. Her supervisor Sam said there
was no way for me to collect the parcel or for them to arrange a faster delivery. This wasn’t possible
and I had been mis-informed by Yodel.

At this point my husband arrived home and suggested I should try calling the number given to
me by Nicholas. I did this and after 25mins waiting for my call to be answered I spoke briefly with
Sue from the client line who informed me I shouldn’t have called on this number but that on this
occasion she would put a call through to the depot for me. She came back after around 5-7mins with
the same information I had already been given. I asked to speak to her supervisor.

I was put through to Ashely . I tried to get some information as to where my parcel was and why it
had been lost. Ashely did not agree that it was lost, but that it was “in transit”. When I explained
that my parcel should’ve been delivered within 48hours she said that this service should never
have been offered for my location. I explained that I was in mainland Scotland only 30mins drive
from Edinburgh , but she said that even Edinburgh was not considered by Yodel for 48hour delivery
services.

My husband also spoke with Ashley, who was very rude and kept talking over him, we were keen to locate our parcel and find out where “in
transit” it was. Whether between Gloucester and the Droitwich sorting office or between the
sorting office and the local depot in Perth. Ashely said she didn’t know as there had been no scans
performed on the parcel since Gloucester and that it could have passed through the sorting office
without having been scanned. When pressed she seemed to think that it was waiting to be scanned
into the sorting office (48hours after it left Gloucester) I was again informed that even if the parcel
turned up right then there would be no chance it would arrive for lunchtime on Saturday. It would
be Monday before there was “any movement" on the parcel.

During each of my phonecalls to Yodel it took over 12 minutes for the phone to be answered and on
some occasions I still hadn’t spoken to anyone 25 minutes after the call began.

I eventually called the local depot in Perth (08442480591 press 4) and spoke to Billy who was very
helpful. He took the Yodel tracking number ****. He said the parcel had not had
an arrival scan in Perth and it was unlikely that the parcel would be in Perth without an arrival scan.
Therefore the likelihood of it being with me for tomorrow morning was very slim. I offered that I

would ring back at 8am or 9am when they open in the morning to find out if the parcel had arrived
as my brother lives in Perthshire and could have collected it.

The seller contacted me and said that she had been informed that the parcel had left Gloucester at
2:37pm and was in transit and “out for delivery” and that she had been told that the Gloucester van
would bring it directly to me the customer and that Yodel work until 9pm.

The parcel did not arrive. Today is Wednesday 8th and I received an email from the seller yesterday:
Hi Ruth, I have received an email this morning from Interparcel, the parcel has been located at Wednesbury Depot and is out for delivery tomorrow (Weds). Please can you advise as to when you receive, Paula.

The tracking on the parcel last night still showed it as being at Wednesbury at 8.20pm

Today at 10.09 the tracking has just updated it as being at the Perth depot, so there is a chance it may arrive today but that is already 5 days late and no good for the event we needed it for on Saturday-Monday.

I don't want to press the seller as it's not her fault the parcel didn't arrive on time as she sent it in plenty of time. But I am annoyed that the parcel didn't arrive when I needed it and we were without items we needed for our special event. I am also out of pocket from having spent a whole afternoon on the phone to both Interparcel and Yodel.

The thing that infuriates me the most is that neither company is telling the truth. They wont admit that they lost the parcel and that it's their fault the parcel was delayed they simply say it's "in transit". On their tracking page and in correspondance it said it would arrive on 3rd August and the seller paid for 48hr delivery. What's the point in calling it 48hr if the parcel isn't going to arrive in that time? Surely that's false advertising!

I've also seen that I'm not alone as their facebook and twitter pages are full of unsatisfied customers. Surely something should be done if a company is consistently mis-treating its customers?

Can anyone tell me what my rights and the seller's rights are in this case and can anything be done about Yodel who are repeatedly failing in their duty?

Need a consolidated list of points, thats just too long for many to ready through.

But here's the feedback I have (as I just managed to get through it).

1) The contract you have is with the seller of the item. Interparcel and Yodel have no contract with you.
2) The seller is responsible for the transaction.
3) If the service is not guaranteed, then its not guaranteed.


Not much more to say I am afraid, sometimes things go wrong, if you want compensation for that when it happens then you need to use services that provide for this.

If the seller provided a firm delivery date then they should refund you as the item arrived late.

But this would only apply if the seller said it would be with you by X date.

oldandgrumpy

As an option to Yodel, why not try collectplus.co.uk. I found 3 collection points within 800 yards of my home, open when I want to collect/deliver. All just a dogs walk away.

visidigi

oldandgrumpy wrote: »

As an option to Yodel, why not try collectplus.co.uk. I found 3 collection points within 800 yards of my home, open when I want to collect/deliver. All just a dogs walk away.

Yodel are the people behind Collect+? So it's not exactly an alternative to the overall service...

oldandgrumpy

visidigi wrote: »

Yodel are the people behind Collect+? So it's not exactly an alternative to the overall service...

Yeah just found that out. Are they taking over the world?