Yodel delivery driver stole my parcel

Arsenal333

I paid £60 in excess fees to Carphone Warehouse for my IPhone 4S to be sent out to me on an insurance claim I had. I paid on Thursday and they said the phone would reach me by Monday because I reached the cut off line for next day delivery so on Friday (the next day) nobody was home as we wasn't expecting anything. In actual fact Yodel attempted to deliver the phone on Friday, I know this because I received a txt with my tracking number. When I tracked the parcel online, it said 'delivered'. I wasn't worried because I just thought a neighbour would have signed for it. But when I got back home there was no calling card to say it had been left with a neighbour and none of my neighbours had it. I called yodel instantly they said the driver delivered it to my address and there was a signature too.
It's only myself and my grandmother who live at home, my grandmother was at a funeral and I was in Birmingham on a business trip which we both have proof for. Also the signature was just a scribble, NOT my signature or my grandmothers signature. So I have been making numerous calls to both Geek Squad, Carohone Warehouse and Yodel and every time I was told a lady was dealing with the complaint and she would get back to me within 72 hours... Well this NEVER happened. I had to keep calling, I was passed around to different people and told all different kinds of things but I was never able to speak with this lady who was 'handling the complaint' she was always busy, or not working or would call back but never did.
Then on Sunday 2 people turned up randomly at my grandmothers address claiming to be from Yodel. One presented himself as the driver and another lady who didn't introduce herself but she said she is there to investigate a missin parcel. Neither of them showed ID. Can they even do this? My nan was home alone and indeed very scared as the man appeared quite intimidating. She asked him who signed for the parcel and the man said "I left the parcel outside your front door ontop of a ledge" now firstly there was NO parcel on that ledge because we pass that ledge everyday to get ima me out of our home, secondly IF u left it on a ledge, WHY was there a signature!
Now these two people started talking in their language in front of my nan, and she quite rightly asked them to speak English as this is England. Now that in itself is not professional. The driver was unable to tell my nan what date he left it and he looked very nervous.
After chasing this up profusely Yodel have decided to close the status as 'parcel not found' and Carphone Waregouse can claim against them and re-issue me another phone. I am still awaiting yodel to deliver my phone second time round...
This has caused my grandmother great stress, it's caused me loss in business for 10 days without a phone and I am STILL without a phone and I had to make numerous premium rate calls killing my phone bill and borrowing other phones.
I would like to know is there nothing I can do to get compensation? Or who is Yodels governing body?
It is quite clear the driver, signed for the phone himself and I think he turned up at my grandmothers front door when he realised his job may be at risk. Also who was that lady he was with, why did they not show ID.
Can someone advise me as I'm really angry at this mess and I want something done and compensation.

droopsnoot

I have never used Yodel, but everything I read about them tells me not to.

You are making some assumptions, though. Maybe the driver did leave it on the step, and someone else stole it? Doesn't account for the signature though. We sent something to a customer once using another courier (I forget which one, not Yodel) and because the customer wasn't in, they left it in the wheelie bin. Yes, the wheelie bin because "it was handily left at the end of the drive". Luckily a neighbour saw it and retrieved the parcel before it was emptied, of course that was the reason it was at the end of the drive.

Surley, though, you are sorted? Yodel have agreed the parcel is lost, CW can claim from them and send you a new phone, job done. I know you're annoyed but I doubt you'll get anything for loss of business through having no phone (how do you quantify it, Ts & Cs usually have a clause indemnifying them from consequential loss), you might be able to kick off and get them to refund your phone calls.

Can I ask, though, having gone through this and given the delivery issues, why don't you get CW to deliver it to the nearest store and go and get it from there? Or don't you have one in a reasonable distance?

Arsenal333

Thanks for your reply. Two things strike me. There was a signature which was just a scribble. If you leave something outside a door there should not be no signature. Also the time it says it was delivered was 5.38pm I came home that evening at 6pm so if it was left there it would had to have been stolen between 5.38pm and 6pm. I live in a basement the ledge is not visible from ground level you have to physically come downstairs to see the ledge. Also this STILl does not explain the signature.
Something else I find quite peculiar is te fact the man turned up on my grandmothers doorstep with a strange lady unannounced and no ID shown and proceeded to speak in their own language in front of my grandmother. This woman was not a translator lol.
I have asked Carphone Warehouse NOT to send it with Yodel they said they have to and now believe it or not, I was due to receive my parcel on Tuesday this week and I am STILL waiting on it. I'm at my wits end. Yodel will not let me collect it from the depot unless it has had a failed attempt so I'm just here waiting like a lemon. It's been at the service centre for 2 days and hasn't been sent out on a van for 2 days according to Yodels online tracking. In fact yesterday morning it was out on a van for delivery, then 2 hours later it was back at the service centre. I am so angry and upset. I wish there was something that could be done about this to punish Yodel.

tpi_176

Note to self: Never use Yodel.

Thanks for the heads up, I'll not use this service, and I'll look to see what service businesses use from now on.

Yellow_One

I have used Yodel a few times as the online retailers I bought from uses them. Three times they have apparently delivered the parcel and I signed for it. Once I was not in the country and the other two times I was at work 20 miles away. I contacted the retailer and explained this and said the driver has signed in my name and this is fraud. I got a full refund all three times.

Another time the driver left it on my front doorstep/side bush and it was there for three days before I happened to notice it. No card through the door.

And last week they threw my parcel over the back gate and it was a hard drive! Luckily not damaged.

They are awful and I am waiting for something else now that is being delivered by Yodel. You never know they may do things properly this time.

tpi_176

A few more cases like this could be a cause for concern. In the back of my mind one complaint was still enough to put me off but not enough for me to definitely start worrying. However Yellow_One this has started pouring cement into the foundations of what potentially be something of great concern.

I'm going to be researching this now

Janey1968

unfortunaly my cataloge uses Yodel...omg, the stories I could tell you!

Mand_x_

I feel like the Yodel driver stole our item too, but this is slightly different. It was a free gift from mobiles.co.uk, a 32" flat screen Smart tv. It was delivered before christmas fine. However, it was faulty and didnt work. We called Mobiles.co.uk (part of carphone warehouse) who arranged collection of the TV on Monday 7th January. They said they would get the TV back the next day and our replacement would be delivered on Wednesday 9th.

On Monday no one showed up. So we called and they apologised and arranged for another collection on Wednesday. I waited in myself and the same driver who delivered the TV collected it. From me personally.

I actually asked him, do you need me to sign anything or have you got any paper work for me? To which he replied " No, I have all the info I need in my hand held and I was the one who delivered it!" And I did recognise him.

Roll on a week later and still no delivery of the TV, we call up to chase only to be told they dont have the TV and Yodel have confirmed they have not collected it and we need to contact the police to investigate it becasue it has obviously been stolen from us.

We try and explain that we know for sure Yodel collected it as it was the same driver and we are told we have to investigate this ourselves.

We contact Yodel, which is very difficult as you wait for ages to get through only to have the phone slammed down once someone does finally answer. To be told that the collection is classed as complete which means it has been collected. But after a few more days of investigating Yodels end they confirm that the drive has signed the paper work to say the collection has been completed but for some unknown reason the driver has not assigned a number to it which he should have done and given me the paper work when he took the telly.

mobiles.co.uk are still being a pain and again it takes over an hour to get through to someone and then have to explain the whole situation again as no one wants to take responsibility for this issue and we still dont have out TV !

To top it all off, we said to Carphone warehouse/mobiles.co.uk, if the item has not been collected like you say, then why has no one been out to try collecting again as surely if it was still on someones outstanding list, you should still be trying to collect.

Low and behold, on Friday while my Mother in Law was looking after the children due to the snow, the same driver banged the door (he didnt knock) my MiL even ran to the door thinking something was wrong and she asked him why he was knocking so loud and he stated he tried calling the day before but no answered, yes becasue we work. He told my MiL he was there to collect something but he didnt know what was to be collected. My MiL informed him he had already collected the item and he walked off.

So now he is saying he didnt actually collect the item? Is it going to be our word against his? Should we contact the police? Our street had cameras fitted by the local council last year which would show him collecting and taking the item.

Just not sure what to do now

matthewcol

I had a parcel left in my bin once by Yodel.

Luckily they left a card saying they had left it in my "safe place". Hunted around for ages trying to find my "safe place", funnily enough the last place I would have ever looked - the bin!

They use a lot of contract and self employed staff so don't seem to have much quality control.

I would never use them again if i didn't have to. I think they are related to the failed Home Delivery Network - exactly the same level of service....

andy2004

Mand_X simple, call the police, and tell them the story, they can get the camera recordings from the council which you wouldn't be able to get.
Ask the police to send a copy of the recording showing yodels driver picking up the TV from you. which will prove yodel did, and then get them to deal with yodel, and whilst waiting contact C.a.b so they can advice on a solicitor incase you decide you want to take legal action against Yodel.
personally it sounds like a game between mobiles.co.uk and yodel and your going to be the fallguy/gal. Just wait for a bill to arrive for the FREE tv.

sailho20

THE YODEL SCANNER IS THE PITS AND TAKES YOU IN TO CORNERS WITH NO WAY OUT OTHER THAN TO SIGN OFF THE JOB, AS IT WONT LET YOU BACK TO THE HOME SCREEN
THERE ARE SO MANY YES/ NO QUESTIONS TAKING UP PROCESSING TIME THE DELIVERY GUY HAS TO SPEND UP TO AN HOUR A DAY WAITING FOR IT TO CATCH UP.


THEN THERE ARE THOSE WHO ORDER ON LINE AND ONLY PART FILL THERE ADDRESS
eg
FLAT 2
?? SOUTH FIELD ROAD
RAMBLE TOWN
np 44qq

names of streets removed by theft or obscured by parked cars

no visible house numbers on 4 + houses in a row
business names of secondly bushiness at address but not marked on the sign out side
sprinter drivers get the first pics of parcels then send the rest out to the locle home couriers, this often results in both delivering to the same address with the same order if packed in more than 1 parcel

Then finally you loudly knock on the door and customer or kids carys on watching telly as though your not there