MSE News: Yodel boss: No apology for delays but 'deliveries getting better'

gwapenut

I have two couriers who deliver to me on behalf of yodel (I suspect, from their different arms, because it is consistent per company I order from). One is fab, very friendly, always does things by the book.

The other is just weird. Turns up in a battered van, doesn't always ring the door bell but skulks around outside, leaves a card if he feels like it. Very strange.

meeshpeesh

I've had a rough time this week, so rewarded myself with a PS Vita. I needed this pick me up so much I requested next-day delivery!

So I was absolutely gutted when it didn't arrive the next day, or the day after. It's now Friday (ordered on Tuesday) Amazon have processed my postage refund for the next day stuff but HDNL/Yodel haven't replied at all about the where my stuff is. The tracking information hasn't been updated sicne 6am yesterday morning and when I phoned them yesterday, I was on hold for 20mins before a rude man answered the phone, I had to prompt him to take my tracking info and all he could tell me was that "the delivery is in band 4".


...

I don't work for you so I don't know what that means!
I asked him, he patronisingly replied "It means it's next day delivery"

I KNOW. That's what I requested!!!

"The delivery can come anytime up to 9pm"

"9pm!? I didn't ask for next NIGHT delivery!!"

So I hung up, disgruntled and vitaless. The hours ticked by and still no package. It got to 10pm and I went to bed.

Still no sign of it, no update to my order, and from what I've heard on here I won't be seeing it any time soon if at all. So I've asked Amazon to process a replacement order with a different, better courier for express delviery tomorrow. They're being very helpful, they've told me that they take full responibility for all their orders, which is nice but it's clear it's not their fault.

I'm usually very nice and understanding with things like this (catch more flies with honey than vinegar) but HDNL have picked the wrong week to mess with me and I'm full of rage!

Ironically, I usually play games to calm down. Funny eh?

gwapenut

meeshpeesh wrote: »

So I've asked Amazon to process a replacement order with a different, better courier for express delviery tomorrow. They're being very helpful, they've told me that they take full responibility for all their orders, which is nice but it's clear it's not their fault.

Actually, I now disagree with that. When things went wrong before Xmas I cut companies like Amazon some slack, happy to blame it all on yodel, as a surprise downturn in order fulfillment wasn't their fault.

But we are now 10 months on, yodel are as bad as they ever were, amazon are FULLY aware of the problems, and still choose to use them. It IS now amazon's fault, they KNOW what yodel are like, and if you talk to trading standards your complaint is against amazon who have chosen how to deliver something to you, know the complaint rates of various couriers, etc.

Delivery_Driver

Expect more problems this christmas period. After making thousands of experienced staff redundant(I have seen occasions where up to to 10 agency drivers & vans were needed to do the work of one experienced driver, although its generally more like 3-4), they have written to us asking us to come back to help in the peak period.

Mine was filed under 'b' for bin.

meeshpeesh

gwapenut wrote: »

Actually, I now disagree with that. When things went wrong before Xmas I cut companies like Amazon some slack, happy to blame it all on yodel, as a surprise downturn in order fulfillment wasn't their fault.

But we are now 10 months on, yodel are as bad as they ever were, amazon are FULLY aware of the problems, and still choose to use them. It IS now amazon's fault, they KNOW what yodel are like, and if you talk to trading standards your complaint is against amazon who have chosen how to deliver something to you, know the complaint rates of various couriers, etc.

I know, after this ordeal I've looked into and they've known about this for ages! The replacement order has come now and they're being extremely uncooperative about collecting it. They expect me to take another day off work so there's someone in when the courier comes because they don't collect on weekends! They're saying it's my responsibility to return it within 30 days but aren't giving me a whole lot of options!

gwapenut

meeshpeesh wrote: »

I know, after this ordeal I've looked into and they've known about this for ages! The replacement order has come now and they're being extremely uncooperative about collecting it. They expect me to take another day off work so there's someone in when the courier comes because they don't collect on weekends! They're saying it's my responsibility to return it within 30 days but aren't giving me a whole lot of options!

That sucks, because from what I hear yodel collections are just as bad if not worse, so there's every chance you'll take a day off work and have them not come.

meeshpeesh

gwapenut wrote: »

That sucks, because from what I hear yodel collections are just as bad if not worse, so there's every chance you'll take a day off work and have them not come.

Exactly. Some companies really would benefit from operating on the weekend, that'd help the job situation in this country a little bit too!

I know I can do that letter template thing about wasted days for delivery but that's just more hassle and there's no guarantee I'll be reimbursed.

Raksha

Delivery_Driver wrote: »

Expect more problems this christmas period. After making thousands of experienced staff redundant(I have seen occasions where up to to 10 agency drivers & vans were needed to do the work of one experienced driver, although its generally more like 3-4), they have written to us asking us to come back to help in the peak period.

Mine was filed under 'b' for bin.

Additionally, the remaining depots have had their targets upped by considerable qtys, even when they failed to meet last years targets...

KxMx

The dodgy guy who now seems to be the regular Yodel courier has turned up the last two times in a stained t shirt- huge food stains down the front.

Either he never thinks to carry a spare shirt when he's working or Yodel pay is so paltry he can't afford too!

Once is bad luck, twice goes past that. If I had to present myself in dirty clothing once to a customer (unlikely because I am the sort who would carry 3 spare of everything- which I did actually do a few weeks back on a London trip, 3 of one item since I knew if I had problems I wouldn't be able to use my normal one spare then dash for home) I would ensure that it would never ever happen again- after dying of shame.

Pamsy

After reading all the negative comments about this company I was not getting my hopes up of my parcel being delivered. However I must say that as informed my parcel as just arrived by a friendly courier. We are quick to comment on bad service. Thankyou yodel for speedy delivery.