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

Debbie814

After 5 run ins with bad service from Yodel I now try and avoid them at all costs. Saying things have been delivered when they have not twice, leaving my parcel with a neighbour in a high story flat 10 floors up that I didn't know (and didn't get a card to say, luckily they were honest), leaving one out in the rain and throwing one over a wall.

Add that to the instances that other people I know have had problems: delivering a package of suitcases and leaving one outside on the doorstep that was opened and battered and the next day delivering the other one to a person down the road. And at work they often throw items over the railings.

Not sure if its an area thing with the delivery drivers but I certainly now avoid at all costs, I would rather ring a company and ask who they use: if it is Yodel then I just won't use them.

fionamcc

I have recently ordered a steam mop from Wow deals = after 12 days of trying to contact Yodel I gave up and got my money back - my poor mum waited in deligently every day to await arrival without success. I could not get through on the phone lines so e mailed them - still no reply. I think their service is awful and always dread if if Amazon tell me they are going to be my delivery company. ...sort your life out Yodel!!!

shoe*gal_2

Having read the article I am amazed at the blatant untruths about the GPS and card system. I have had my online tracking state attempted delivery card left way too many times when no one has been and there has been no card. The tracking states to use the contact information on the card - not easy when there hasn't been one. On the last occasion the tracking stated delay on route then at 9pm delivery attempted card left. Funny that I was sat at home and had a pretty good view of my street and saw no delivery driver and there was no knock on my door and no card left. It was like they added it at the end of the day as an excuse. With no contact details you can't exactly rearrange delivery. It turned up 7 days later.

I prefer to buy online from companies who use DPD. The text an hour slot which you can change if necessary and they always deliver on time. Yodel are a nightmare.

LarryPlane

I gave up using traders that use Yodel. It's just not worth the effort.

The usual story; driver claiming to have visited house, CCTV on front of property showing no one came near, complaint made to Yodel and company that used them, nothing done. I've had that three times now, sadly I didn't realise that Yodel were the dispatch handler until after I had ordered (it's not always stated on trader websites, and for obvious reasons).

So what about all this "we can check the drivers GPS in his handset"? That has to be rot. Nothing was ever done about the complaints I made. Never even got back to me. The driver never came near my house although I thought I saw him drive by at speed. That how they cheat? Drive by but don't stop and that registers on the GPS? What's the point? Maybe I made a mistake and it wasn't him at all.... Or it could be their profit margins are so low they realise that they cannot possibly do the job and except complaints will be high.

I live in Oxfordshire and it seems to me that Yodel have on driver for the whole area!

I now do the same as most posters on this forum; I ring the firm, ask who the courier is and if it's Yodel I ask for an alternative giving my reasons why. If the firm want to charge me more for the privilege of using a dispatch firm that can deliver then I go somewhere else.

chainstorecowgirl

This is the email I felt compelled to send Yodel on Saturday...

Dear Sir/Madam,


I feel that I have to send an email to express my disgust at how shoddily I have been treated by your 'customer service' teams.


My partner was expecting a parcel that was delivered on 31/7 but we were not in. The driver returned on 1/8 and dropped off another card so at this point I went on line and rescheduled a delivery for Wednesday 8th August online. The next day another card was left but I assumed the depot had not been informed about the reschedule so thought nothing of it.


Next Wednesday, having cancelled my sons playgroup to wait in, I waited for your delivery until about 3pm, at which point I called your service centre only to be told that no delivery was scheduled as a third card had been left. I asked why the website allowed me to book it and was told it was a glitch and advised that they can only apologise. The goods were to be held at the depot (20 miles away) for 7 days and then returned. I pointed out that the depot had the goods for 5 days because of the mistake but was told there was nothing more they could do.


I called back 5 minutes later as I was concerned about the goods being sent back and this time spoke to a lady. I told her what had happened and she said she could book me a delivery for the next day and did so.


The next day I waited until 1.30, at this point I decided to check what was going on, following the previous days mess. I called the service centre only to be told that the lady shouldn't have booked a delivery once the third card had been left and I would have to pick the goods up. I seriously couldn't believe that your staff would mess someone around who has already been inconvenienced a second time. The lady I spoke to sincererly apologised but couldn't do anything, at this point I asked for the depot number to ensure the goods would be held for an extra few days as the seven days were up.


I called the depot and explained to the lady there what had happened and she was lovely, she said how awful it must be to wait in for 2 days and said that if I could wait in on Saturday she could arrange a delivery for me then. She sincerely apologised.


I have waited until 11 o clock and then called your depot to check it is being delivered. The man I spoke to said he will look into it for me and call back. He didn't call back.


1 hour later I have just called back and been told no delivery is scheduled and that the lady 'shouldn't have booked it in. So for a third day I've wasted my time sitting about! The girl has sincerely apologised but there is nothing more she can do.


I have to say that all these apologies are starting to wear thin. I am disgusted that your staff seem to have no regard for your customers and, from what I can gather, will say anything to get them off the phone. Even if it means wasting 3 days of their time. I'm irritated that after I rescheduled the delivery another attempt was made and that cancelled any of my wishes as far as arranging it went. Apparently 3 cards and you're out, even after you go online and instruct a delivery date.


Im even more irritated that, after knowing what has happened your staff are unable to do anything more than 'sincerely apologise', The last girl we spoke to couldn't even assure me the goods would be held at the depot!


In the last three days your staff have told me outright lies on 4 occasions, twice assuring me about a delivery and once telling me they will call back and not bothering and then giving me an incorrect email address to complain to, I would like someone to explain to me why any customer service team thinks this is ok. We'll be driving the 15 miles to pick up the parcel ourselves.

I have sent this email address in on Saturday but am still waiting for an acknowledgement. If anyone has the correct email for Yodel complaints I would appreciate it!

gwapenut

I hate the way, instead of spending money improving service, yodel spend it on lawyers and are bullying people who complain on twitter by threatening legal action for libel.

I'd love it if one of those people whose twitter posts are listed as libellous and needing removal, had CCTV footage that proved they were not lying and could countersue for defamation of character!

nem39esis

My partner ordered a very expensive coat, two of them in fact, both delivered by Yodel according to their tracking and signed for by her. Only she wasnt in! Because their system said she signed for it they were dragging their heals at helping, went to the depot and the manager was useless, said shed call me back that afternoon, 3 days later, nothing, so i went down again, no apology just her beeing aggressive and rude.

To cut a long story short they eventually worked out the driver delivered the package to completely the wrong street! Drum Tower View, my street is druids close-they dont even sound similar! Apparently the driver went to the address again but the owner said they hadn't received any package, so they did nothing, no apology at all even though it was their fault. The company she ordered from sent the package out again, but i think the driver stole it. The package was in the stores own wrapping so it was easy to know the parcel was of high value. And the driver even slipped up saying what was in the parcel?? how could he know, its not on the receipt-dodgy thieves the lot of them. And very rude customer service. When i was at the depot there was at least 5 other people angry because their parcels were lost.

originaladidas

Haffiana wrote: »

No. They are not.

er, yes they are. Its a bit like saying Very and Littlewoods are two different companies, they aren't...

Helix

originaladidas wrote: »

er, yes they are. Its a bit like saying Very and Littlewoods are two different companies, they aren't...

DHL still exist as there own entity in the UK, with nothing to do with Yodel.

Yodel have just taken over the Domestic part of DHL.

Yodhl

I_luv_cats wrote: »

Yodel deliveries

Delivery 1 - Never came
Delivery 2 - On time
Delivery 3 - Late

HDNL deliveries

Delivery 1 - delivered to the neighbour of the wrong address
Delivery 2 - some of my delivery was sent to the wrong depot/direction

DHL

No issues

UPS deliveries

Every delivery has been on time with no issues.

2 out of 3 delivered isn't too bad to be honest but don't compaire the likes of UPS to Yodel as UPS are more expensive and deliver far smaller volumes