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

jnm21

from this autumn you will receive a text or email alert on the day of delivery to let you know whether your parcel is due to arrive in the morning or afternoon.

Anyone experienced this? I've had a few deliveries since the article (the last only a few weeks ago) and never had it? I do love it when DPD do this.

Edit: I actually had one courier (not Yodel) tell me that they could not give me an idea at 8am on the day what time it may be for security reasons! I can just see the conversation between the armed robbers - "they won't tell us when they'll be in our area" followed by "Oh lets try another - I can only get an hour off my day job"!

Tylerama1

Helix wrote: »

DPD are the best always meet the 1hr time slot without fail.

Cool. I am waiting on a delivery with DPD today and the customer service so far has been fantastic.

Had two emails on seperate days to inform of the options - Click on the email buttons to leave with a neighbour, or rearrange for the following two working days.

Got a text this morning to give me an expected delivery slot: '15:09-16:09'. Lets see how accurate they are given the snow ! I expect they have the ability to do this as they are not a budget courier like Yodel.

Tylerama1

Tylerama1 wrote: »

Cool. I am waiting on a delivery with DPD today and the customer service so far has been fantastic.

Got a text this morning to give me an expected delivery slot: '15:09-16:09'. Lets see how accurate they are given the snow ! I expect they have the ability to do this as they are not a budget courier like Yodel.

Bang on time, parcel delivered at 15:55. Even despite the thick snow outside.. Five gold stars for DPD ! :cool:

axisofunity

Haven't posted on MSE for a little while, but just had to get online and post about this company.

Yodel is an awful delivery company. Amazon packages products well and it's only Yodel that manages to leave them in the wet or the rain getting them damaged.

Also, cards through the door with no legible reference. Great.

Infuriatedonline_shopper

This email just sent to Yodel (as many email addresses as I could find in the blogs!! I ‘cc’d’ the sender too as they are a US company perhaps they haven’t seen the horrendous complaints from us all.

Continuing the seemingly endless stream of complaints and blogs about the increasingly poor customer service of delivery company Yodel in the UK - I add my wholehearted condemnation of a company whose sole existence seems to be to disappoint and infuriate their customers. As the telephone has not helped my cause, I am resorting to email - but have no idea how many of these addresses will connect as Yodel are unsurprisingly reticent to give contact addresses out!

I have learned to my cost that Yodel are not to be trusted and I now ask UK companies, from whom I order online, who their delivery company is - if the reply is Yodel, I cancel the order and go elsewhere. I can see I am not the only person resorting to this extreme method.

On the 11th Dec 2012 I placed Order Number: 24497457 with Lane Bryant via FiftyOne - 4/6 weeks later I had a lengthy email exchange with their customer services because the parcel never arrived. Having believed that this was a problem at the US end, I now think that it was probably more likely to have been Yodel that failed to deliver. Not knowing that Yodel would be the local courier, I could not cancel so I was at their mercy.

I reordered the same items January 31st (at a higher cost - the difference was later reimbursed by Lane Bryant, I am happy to say - if only Yodel had the same ethics).

On 6th February I arrived home to discover a card (no 36953578) from Yodel (oddly now looking just like a Royal Mail redelivery card - more misdirection?) to say that an attempt to deliver my package had failed and would be redelivered. I immediately called the number on the card (it is useless to try to organise anything via the Yodel website) and asked for the package to be redelivered and left in the safe place - the house porch. This is completely suitable for Royal Mail and any number of other delivery companies. I was told that this was no problem and the parcel would be left in the safe place the following day. As the Lane Bryant parcel was the only one I was waiting for, I had to assume this was it - Yodel could not even tell me it was an international delivery!

The following day card ID no 36959137 was left. I called to be told this time that I couldn't possibly have been told that the parcel would be left in a safe place as it had to be signed for (no mention of this on the card or during the previous phone call). So the customer is called a liar? Excellent customer service. This time I am told the package would definitely be delivered after 5pm. By the way, I always ask that parcels are never to be signed for - for just this reason! I work full time - cannot stay in all day for a parcel that might (or more likely not) turn up.

The following day card ID no 36959183 was left. I called to be told that I couldn't possibly have been told that the parcel would be after 5pm as my route is always done in the morning. And again the customer is called a liar? Even better customer service. I ask if the parcel can be left with neighbour - I was told they had tried (they had not). I asked for it to be delivered to my work address - I was refused.

This time I am assured that the parcel will be delivered on Saturday - I understand that I have to be available all day - as a time cannot be given. So I cancel appointments and am in all day, although doubtful of anything happening. No parcel by lunchtime so I check the website tracking to see that it has now been sent to the depot for collection - 'as requested by customer'. I most certainly have not done this because I cannot get to the depot as it is 23 miles from my home and I do not drive!!!!! I call customer service (again), go through the mind numbing experience that is Yodel call waiting because there is no (and not in all 3 cards was there a) parcel number which makes the phone connection impossible - cunning ploy there - I see what you did!!

I finally get hold of Stephane, a very pleasant lady who appears to try and resolve the problem, is most apologetic and absolutely promises that, as I have had so much trouble and cannot get to the depot, she will ensure that the parcel is delivered the following Saturday - 16th Feb between 08.00 and 13.00. She even found the parcel number: JD000222080XXXX.

Saturday 16th Feb 09.36 - call received from yet another person (filling in for Stephane - or was she too ashamed to call herself?) telling me - as if I can do anything about it - that my parcel has now been returned to sender. There is nothing she can do - and that appears to be the end of it, absolutely no concern, no attempt to stop it being sent back - nothing.

I still want the goods, I am happy to reorder yet again, but I will not have the parcel entrusted to Yodel as they simply do not perform the service that is supposed to be their reason to exist. I work for a living, long hours and sometimes Saturdays. I cannot stay home 'in case' a random parcel turns up, and I cannot get to depots 23 miles from my home. I cannot be the only person who works and needs suitable alternate delivery options.

I would very much appreciate a response from someone - as long as it resolves the problem. It is a simple wish - I just want this order delivered to my home!

davetech

Infuriatedonline_shopper wrote: »

This email just sent to Yodel (as many email addresses as I could find in the blogs!! I ‘cc’d’ the sender too as they are a US company perhaps they haven’t seen the horrendous complaints from us all.

Continuing the seemingly endless stream of complaints and blogs about the increasingly poor customer service of delivery company Yodel in the UK - I add my wholehearted condemnation of a company whose sole existence seems to be to disappoint and infuriate their customers. As the telephone has not helped my cause, I am resorting to email - but have no idea how many of these addresses will connect as Yodel are unsurprisingly reticent to give contact addresses out!

I have learned to my cost that Yodel are not to be trusted and I now ask UK companies, from whom I order online, who their delivery company is - if the reply is Yodel, I cancel the order and go elsewhere. I can see I am not the only person resorting to this extreme method.

On the 11th Dec 2012 I placed Order Number: 24497457 with Lane Bryant via FiftyOne - 4/6 weeks later I had a lengthy email exchange with their customer services because the parcel never arrived. Having believed that this was a problem at the US end, I now think that it was probably more likely to have been Yodel that failed to deliver. Not knowing that Yodel would be the local courier, I could not cancel so I was at their mercy.

I reordered the same items January 31st (at a higher cost - the difference was later reimbursed by Lane Bryant, I am happy to say - if only Yodel had the same ethics).

On 6th February I arrived home to discover a card (no 36953578) from Yodel (oddly now looking just like a Royal Mail redelivery card - more misdirection?) to say that an attempt to deliver my package had failed and would be redelivered. I immediately called the number on the card (it is useless to try to organise anything via the Yodel website) and asked for the package to be redelivered and left in the safe place - the house porch. This is completely suitable for Royal Mail and any number of other delivery companies. I was told that this was no problem and the parcel would be left in the safe place the following day. As the Lane Bryant parcel was the only one I was waiting for, I had to assume this was it - Yodel could not even tell me it was an international delivery!

The following day card ID no 36959137 was left. I called to be told this time that I couldn't possibly have been told that the parcel would be left in a safe place as it had to be signed for (no mention of this on the card or during the previous phone call). So the customer is called a liar? Excellent customer service. This time I am told the package would definitely be delivered after 5pm. By the way, I always ask that parcels are never to be signed for - for just this reason! I work full time - cannot stay in all day for a parcel that might (or more likely not) turn up.

The following day card ID no 36959183 was left. I called to be told that I couldn't possibly have been told that the parcel would be after 5pm as my route is always done in the morning. And again the customer is called a liar? Even better customer service. I ask if the parcel can be left with neighbour - I was told they had tried (they had not). I asked for it to be delivered to my work address - I was refused.

This time I am assured that the parcel will be delivered on Saturday - I understand that I have to be available all day - as a time cannot be given. So I cancel appointments and am in all day, although doubtful of anything happening. No parcel by lunchtime so I check the website tracking to see that it has now been sent to the depot for collection - 'as requested by customer'. I most certainly have not done this because I cannot get to the depot as it is 23 miles from my home and I do not drive!!!!! I call customer service (again), go through the mind numbing experience that is Yodel call waiting because there is no (and not in all 3 cards was there a) parcel number which makes the phone connection impossible - cunning ploy there - I see what you did!!

I finally get hold of Stephane, a very pleasant lady who appears to try and resolve the problem, is most apologetic and absolutely promises that, as I have had so much trouble and cannot get to the depot, she will ensure that the parcel is delivered the following Saturday - 16th Feb between 08.00 and 13.00. She even found the parcel number: JD000222080XXXX.

Saturday 16th Feb 09.36 - call received from yet another person (filling in for Stephane - or was she too ashamed to call herself?) telling me - as if I can do anything about it - that my parcel has now been returned to sender. There is nothing she can do - and that appears to be the end of it, absolutely no concern, no attempt to stop it being sent back - nothing.

I still want the goods, I am happy to reorder yet again, but I will not have the parcel entrusted to Yodel as they simply do not perform the service that is supposed to be their reason to exist. I work for a living, long hours and sometimes Saturdays. I cannot stay home 'in case' a random parcel turns up, and I cannot get to depots 23 miles from my home. I cannot be the only person who works and needs suitable alternate delivery options.

I would very much appreciate a response from someone - as long as it resolves the problem. It is a simple wish - I just want this order delivered to my home!

Yep they seem to fob you off, all the time, I ordered from Kays, but the regular driver (which was very good) left and we have had 5 weeks of HELL

Now the latest one was they could not find the address? amazing, and they also scaned as attempted twice!

So when you call yodel call centre, thing to listen out for,

Item was scanned incorrectly
The tracking on this time is inaccurate
It would have gone back out today, Tracking is inaccurate
I'm really sorry for the issue's

All 4 are very common excuses - Remember to always use the Freephone Number 0800 015 2662 from a landline free, or giffgaff mobile.

I too say find out who company's are delivering by, and make your choice,

As of yet,

Shop Direct (Kay's - Very) and varients use yodel
Home shopping direct use Myhermes (premier man - Gift shop - 50+) etc....

Both these firms are more or less the same, both as bad as each other, for every 1 parcel delivered right there will be another screwed up,

We need to start hitting the company's that use bad company's they use company's that don't care and will not change, then the only fair thing to do is to reduce there business?

redpola

Yodel get it right for me most of the time but have dropped some amazing clangers.

Most recently I ordered something from amazon which needed to be with me before Xmas. I ordered it next day delivery. Amazon's estimated delivery date was 21/12 and carrier Yodel.

The package was pushed through my letterbox one month later. The tracking information showed it had just been delivered (ie hadn't been waiting in a neighbour's house).

I'm currently engaged in a complaints procedure since I'd like to know what leads to a one-day delivery taking one month.

gwapenut

Sounds likely.

Some guy knocked on my door today and said, "I have a parcel for your next door neighbour."

I said, "You've got the wrong house then mate."

davetech

gwapenut wrote: »

Sounds likely.

Some guy knocked on my door today and said, "I have a parcel for your next door neighbour."

I said, "You've got the wrong house then mate."

Same hear, have the same sentence said to me for others and other for me, you see walking to the correct house is very hard!

They are just bone lazy

custardy

davetech wrote: »

Same hear, have the same sentence said to me for others and other for me, you see walking to the correct house is very hard!

They are just bone lazy

sigh. that went over your head
they are trying to leave it with you since nobody is home
by the way,its here not hear.