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

callum9999

chanz4 wrote: »

I would blame the retailer then, as if its worth so much shouldn't they of paid for a signed for service rather than a leave safe? Also if they use parcel2go their tracking refs don't appear

I use Yodel via Parcel2go and tracking refs have always worked perfectly?

And are people REALLY surprised that paying Yodel around £3 to deliver a parcel results in a worse service than paying the likes of UPS around £6?

Okydoky25

Only had one order delivery from yodel. It didn't arrive in he Monday it was supposed to even tho I was in all day. Tried chasing and all I got was its been delivered. Thursday I get a note through the door from a house 5 doors up asking me to collect my parcel! I had not had a card through the door and my neighbour says they didn't sign for item just asked to take it. After getting copy of tracking the driver had forged my signature!!! Shocking service.

emsiechick

Yodel are rubbish...I've had nothing but trouble with them.

Firstly was a delivery of wine from Tescos. I left a message on the order and a note on the front door for the parcel to be left behind my wheelie bin. The Yodel driver must not have had his glasses on, and didn't spot the messages and so left a card to say I had to collect it from my local depot. When I went up there, the staff were very unhelpful and it took them some time to eventually locate the parcel.

My worst experience with them, however, was a couple of weeks ago. I placed an order online from Very. A couple of the items I needed quite quickly and the delivery date was stated as a Monday. Monday came and went but no parcel. Then at 8am on Tues, I got an email to say my parcel had arrived. I popped to my Collect+ store, but they didn't have anything. I was told to pop back later. I tried again that afternoon, but still nothing. When I got home, I rang Very customer services who said they would look into it and ring me back that afternoon. But I didn't hear from them.
I went back to the Collect+ store twice on the Weds, and still nothing. I then rang Very again and was told my 2nd phone call would "push my query to the top of the pile"...whatever that meant! I was assured I would get a call back that afternoon, but never did.
Left it another day, and still no joy. I popped in again to the Collect+ store on the friday but still no parcel. I rang Very again and was met with "our systems are down, ring back later"...no hello, no apology etc. RUDE MAN!!!
I then started emailing Very, thanks to them posting an email address on their Very Facebook page and managed to get some replies.
Within a few minutes of sending the email, I got a reply. Apparantly my order was not accepted at the Collect+ store and was on its way back to Very HQ. Useless!!
I was advised to order the items again via the website and a credit would be put on to my account when they receive the parcel from Yodel.
When I tried to order the items again, a couple of the items were out of stock and one item had gone from being £11 to £44!!!
I then emailed them about the out of stock items and the price change. They said they would honour the lower price but there was nothing they could do about the out of stock items.
I left it...then on the Sunday, I got a call from Very. They offered to order the items again for me and to get them delivered to my work address. They assured me the in-stock items would be delivered on Monday.

Monday came and went...and so Tues morning, I checked online to see where my parcel was. The tracking system said they could not find the address and a card was left. I don't know how they couldnt find my workplace, I work in a big branch of Boots in the main shopping street in my town and everyone in store would know me. And if they cant find the address, how can they leave a card???
I rang up customer services again and told them I did not want the items anymore and to cancel everything. They said that it was too late and they could not cancel so I was to refuse the order if it arrived.
I went into work that day and got a phone call from Yodel. I have no idea why they would call me at work, as I did not put my work number on the order or even in my Very account. He offered to deliver the items on Weds...I told him not to bother and to send them back.
On Wednesday, a parcel arrived for me at work...after I specifically told them to send it back!!! I didn't accept it and I will be closing my Very account.
I have complained to Very and Collect+ but I barely got an apology or explaination as to what happened.
I shall now boycott any company that I find uses Yodel and they do not have any customer services skills whatsoever!:mad::mad:

zerog

I've had 2 successful deliveries from Yodel, but I live in a flat. They can't really throw a package anywhere, and if nobody opens the front door, they have to take it back to the depot.

clayts

Mixed experiences, one an order from Very (a huge TV) which was due between 10.30am and 2pm and was a two man delivery - arrived at 6pm - their online tracking service was next to useless, and I couldn't find a number to ring. Hilariously Very rang me up to ask me how I was getting on with the telly whilst I was sat in like a lemon waiting for it. Advised Very I'd love to give them some feedback, but as the TV hadn't arrived I couldn't - she was very embarrassed and said she'd ring back another time - she never did ! No apology from the delivery guys, and I was concerned by the state of the packaging. Thankfully the TV had survived and pleased to say it's working fine.

The other day a delivery from Medilink - I hadn't tracked the order, so wasn't sure when it was due. The guy came in his car at about 8pm. Had a long chat with him and he said he was self-employed and that he'd been working since 7am and still had three parcels to deliver, then he had to go back to the depot to hand back undelivered parcels. He'd get home by midnight then have to get up at stupid o'clock and start again. He'd only get paid on deliveries made (interestingly he was about to knock on my neighbours door when I caught up with him). Felt geniuinely sorry for the guy.

I tend to stick to retailers who use DPD as they are excellent - they'll text you to say when they will be delivering, and text you again to give you an hour slot. I've had DPD drivers sat in their vans outside the house waiting for the earliest time shown before they deliver - truly brilliant service and the right way to run a courier company - Yodel could learn loads from them

philzi

Yodel are useless...for home deliveries they use local self-employed "couriers" like Hermes do for companies like Next. Our local Yodel delivery "specialist" refuses to drive down our lane. So up to two days later we have the parcel delivered by the business vans with a driver who moans about the local guy. Shame I can't find anywhere to complain. Unlike deliveries from Next via Hermes, who's local chap will deliver in all weathers including snow as he enjoys the walk.

CKhalvashi

My favorite one was a note on the front door asking them to leave parcel in the cupboard outside and take the note, as I'd had to fly out.

The delivery driver lovingly left the parcel outside in the rain, left the note on the door, and I'd returned to a front window (which my neighbour says she heard loud banging)

Some people never learn......

art_for_arts_sake

I've had two daytime deliveries from Yodel this year. The first was straightforward enough, but when the second, sent to the wrong house number by the seller, was spotted by the delivery driver he recognised my name and actually brought it to the right address, so full marks for initiative by the driver.

Re the evening deliveries, is this for the benefit of the householder or for the delivery person doing a second job in the evening? As someone who's more likely to be in in the daytime surely it makes sense to offer both options?

It's unfair to single out Yodel for bad deliveries. I had two handcrafted plates thrown over my gate by Royal Mail. Luckily they were still in one piece but they were unique and irreplaceable so any offer of compensation would have been meaningless.

custardy

art_for_arts_sake wrote: »

I've had two daytime deliveries from Yodel this year. The first was straightforward enough, but when the second, sent to the wrong house number by the seller, was spotted by the delivery driver he recognised my name and actually brought it to the right address, so full marks for initiative by the driver.

Re the evening deliveries, is this for the benefit of the householder or for the delivery person doing a second job in the evening? As someone who's more likely to be in in the daytime surely it makes sense to offer both options?

It's unfair to single out Yodel for bad deliveries. I had two handcrafted plates thrown over my gate by Royal Mail. Luckily they were still in one piece but they were unique and irreplaceable so any offer of compensation would have been meaningless.

its a cheap service
timed delivery slots arent the sort of thing you get at the budget end.

pmduk

zerog wrote: »

I've had 2 successful deliveries from Yodel, but I live in a flat. They can't really throw a package anywhere, and if nobody opens the front door, they have to take it back to the depot.

No, in my block of flats they'll try every other door until they find someone to accept it. They don't tell you where it is but leave it to the honesty of your neighbour to deliver it to you.

My last yodel delivery was returned to the depot, marked as a school closed for summer. Again, no card through the door.