[PRAISE AND VENT!] Very, Yodel and ArrowXL

pot-nut_2

I'll apologise in advance for the long post, but for the sake of completeness I thought it best to post the full facts and exchanges I had with all of these companies.

We ordered a new 50" TV from Very on 04/06/2013 and the advertised delivery timescale was 6 days. Because it was a large item it was to be delivered by ArrowXL (Yodel's 2-man delivery company).

The item arrived in the ArrowXL delivery hub on the same day (04/06/2013) and shown as 'available to deliver'. I did not receive a call until 07/06/2013 to arrange a suitable delivery date, but despite the minor delay we agreed to a delivery slot of 07:00 to 08:30am on 10/06/2013.

I was in our home (and awake!) from 06:10am until 08:30 when I left for work, and my wife was in our home all day. No delivery attempt was made. Later that day however their online tracking had been updated to indicate delivery had been attempted at 18:36 and a calling card left because the
door was not answered. This is untrue - we did not have a calling card in our letterbox and no-one knocked at the door all day. I'm sure my wife would also have seen the wagon parked up outside our drive.

I called ArrowXL to re-arrange delivery and was told the earliest this could be re-delivered was 14/06/2013 (this now being 4 days more than the expected delivery timescale). Again despite the delay we agreed to a new delivery slot of 07:00 and 10:30.

Surprise, surprise... Delivery was not made. I received a call shortly after our timeslot (10:42) from the "driver's mate" to inform me that the wagon had broken down and was in a garage for servicing, and delivery would now need to be re-arranged for 17/06/2013.

Given how angry I was with the repeated delivery problems, I felt obliged to complain to both Very and ArrowXL. I spoke to Very who agreed to refund me the delivery costs of 2 recent orders for the 2 failed deliveries, and attempt to get my delivery made ASAP. I do however have a further issue which I will raise later in this post...

I also sent a rather lengthy complaint e-mail to the only e-mail address I could find for Yodel or ArrowXL which was [EMAIL="social.media@yodel.co.uk"]social.media@yodel.co.uk[/EMAIL]. If you ever have problems with a Yodel delivery I highly recommend you contact this team. They were generally quick to respond and took personal ownership of my enquiry and seem to have the relevant contacts to enable your enquiry to be raised at a higher level.

My complaint e-mail to ArrowXL raised the following questions, among others:

- The item was in the Wigan hub and 'available to deliver' from 04/06/2013. Why did it take 3 days to call me and arrange a delivery date?
- Why was delivery supposedly attempted at 18:36 when our timeslot was 07:00 to 08:30?
- Why did the driver lie and state 'unable to deliver, call card left with customer' when this is not true?
- If the wagon had broken down, why wasn't an alternative wagon arranged instead of just postponing all deliveries for that route?
- Why did I get a call from the "drivers mate" instead of someone from Arrow XL?

My complaint was promptly raised with the 'Client Co-ordination Team' at ArrowXL who followed my delivery through and ensured this was delivered on 17/06/2013. I was promised a phone call 30 minutes prior to delivery to let me know the driver was on his way. I received the phone call from the driver however this was asking if he was in the correct area which I confirmed he was, and a few seconds the wagon pulled up outside our drive.

Only one person carried my new TV from the wagon and into our living room even though this was meant to be a 2-man delivery with it being a large item. If my new TV had have been dropped I would have lost the plot entirely...!

In the meantime the Client Co-ordination Team came back to me to check my delivery had been made which I confirmed it had, and I provided them with the 2 additional points (no phone call received 30 minutes prior to delivery, and item being carried into our home by 1 person). They continued investigating with the appropriate teams to give me answers to the questions I raised, and on 04/07/2013 I finally received the following answers:

- "Around the time your order was received into the depot we were having issues with our planning, where the orders were not going into the planning pot to be able to plan the delivery. This would be why your delivery failed to plan before we called to plan for the 10/06. When the delivery failed I can see that you called in to chase it, and instead of the advisor escalating your complaint they did nothing and requested the next available date. The advisor has recently received retraining regarding issues like this, and it has been formally logged on there file. I myself and the managers have come up with a new training package which includes escalations and listening to the customer, one of which putting themselves in the customers shoes and thinking would I like to be treated this way and would I accept the next available date"
- "The driver had a fault with his HHT, and had to use paperwork. This would mean that the system would not update until he had returned to the depot and his route had been debriefed"
- "The crew from the day that your delivery should have originally been delivered on the 10/06, have been interviewed. They have assured there manager that they went to the correct address, but in light of the information you have provided we know that not to be the case. The crew have been informed of this and have had this complaint formally logged against them"
- "Unfortunately we only have limited vehicles per depot, and on the day your delivery failed all of the other vehicles were out on the road and we did not have any spare. Also we have to abide by Tacho laws and if we were unable to arrange a new crew for the route the original might be struggling on hours"
- "Our procedures are for the crews to call all of the customers if they are unable to do the deliveries, some of the depots admin teams then call the customers the following day to see when we can redeliver or some even offer the next day for delivery. I have suggested that this should be done at all depots, and it is being looked at for this to be done"
Along with this there was a sentence at the bottom of the e-mail which read: "I then made sure by emailing the depot to make them aware that this must not fail on the 17/06, advising them of all of your previous issues. Please accept my sincere apologies on behalf of ArrowXL for the disappointing experience you have received from ArrowXL. We will be sending something to you as a gesture of how sorry we are for this experience".
A couple of days later we received a bottle of red and a bottle of white wine, along with a hand written card expressing their apologies.

I would just like to praise the Social Media team at Yodel, and Arrow XL. I know of just how much criticism Yodel and ArrowXL receive but my experience in getting the delivery resolved (albeit only after a formal complaint was made) ensured my item was delivered 1 working day after the second failed delivery, and with a couple of bottles of wine to boot.

My main vent is actually at Very. The item description for my TV indicated it included features such as "Game Mode" however after a few days of messing around and looking through all of the settings such features do not exist. The TV was also advertised as 1080p however I have since discovered the resolution is only 1280x720 meaning the actual output is 720p, although the TV has inbuilt software to convert 1080p signals for display in the reduced resolution.

These were two of the main features I was looking for with our new television (trying to explain this to my wife just resulted in blank stares!). I re-visited the Very website and they have since changed the description of the item to exclude these features and they appear to have 'played down' the description so the TV doesn't sound as appealing as it did when I bought it.

With the Very website now showing a different description, do I have any sort of rights to take this up with them? We are relatively happy with the TV despite it missing Game Mode and proper 1080p, but I'm more than happy to get another complaint ongoing with them as well! :rotfl:

MamaMoo_2

pot-nut wrote: »

I'll apologise in advance for the long post, but for the sake of completeness I thought it best to post the full facts and exchanges I had with all of these companies.

We ordered a new 50" TV from Very on 04/06/2013 and the advertised delivery timescale was 6 days. Because it was a large item it was to be delivered by ArrowXL (Yodel's 2-man delivery company).

The item arrived in the ArrowXL delivery hub on the same day (04/06/2013) and shown as 'available to deliver'. I did not receive a call until 07/06/2013 to arrange a suitable delivery date, but despite the minor delay we agreed to a delivery slot of 07:00 to 08:30am on 10/06/2013.

I was in our home (and awake!) from 06:10am until 08:30 when I left for work, and my wife was in our home all day. No delivery attempt was made. Later that day however their online tracking had been updated to indicate delivery had been attempted at 18:36 and a calling card left because the
door was not answered. This is untrue - we did not have a calling card in our letterbox and no-one knocked at the door all day. I'm sure my wife would also have seen the wagon parked up outside our drive.

I called ArrowXL to re-arrange delivery and was told the earliest this could be re-delivered was 14/06/2013 (this now being 4 days more than the expected delivery timescale). Again despite the delay we agreed to a new delivery slot of 07:00 and 10:30.

Surprise, surprise... Delivery was not made. I received a call shortly after our timeslot (10:42) from the "driver's mate" to inform me that the wagon had broken down and was in a garage for servicing, and delivery would now need to be re-arranged for 17/06/2013.

Given how angry I was with the repeated delivery problems, I felt obliged to complain to both Very and ArrowXL. I spoke to Very who agreed to refund me the delivery costs of 2 recent orders for the 2 failed deliveries, and attempt to get my delivery made ASAP. I do however have a further issue which I will raise later in this post...

I also sent a rather lengthy complaint e-mail to the only e-mail address I could find for Yodel or ArrowXL which was [EMAIL="social.media@yodel.co.uk"]social.media@yodel.co.uk[/EMAIL]. If you ever have problems with a Yodel delivery I highly recommend you contact this team. They were generally quick to respond and took personal ownership of my enquiry and seem to have the relevant contacts to enable your enquiry to be raised at a higher level.

My complaint e-mail to ArrowXL raised the following questions, among others:

- The item was in the Wigan hub and 'available to deliver' from 04/06/2013. Why did it take 3 days to call me and arrange a delivery date?
- Why was delivery supposedly attempted at 18:36 when our timeslot was 07:00 to 08:30?
- Why did the driver lie and state 'unable to deliver, call card left with customer' when this is not true?
- If the wagon had broken down, why wasn't an alternative wagon arranged instead of just postponing all deliveries for that route?
- Why did I get a call from the "drivers mate" instead of someone from Arrow XL?

My complaint was promptly raised with the 'Client Co-ordination Team' at ArrowXL who followed my delivery through and ensured this was delivered on 17/06/2013. I was promised a phone call 30 minutes prior to delivery to let me know the driver was on his way. I received the phone call from the driver however this was asking if he was in the correct area which I confirmed he was, and a few seconds the wagon pulled up outside our drive.

Only one person carried my new TV from the wagon and into our living room even though this was meant to be a 2-man delivery with it being a large item. If my new TV had have been dropped I would have lost the plot entirely...!

In the meantime the Client Co-ordination Team came back to me to check my delivery had been made which I confirmed it had, and I provided them with the 2 additional points (no phone call received 30 minutes prior to delivery, and item being carried into our home by 1 person). They continued investigating with the appropriate teams to give me answers to the questions I raised, and on 04/07/2013 I finally received the following answers:

- "Around the time your order was received into the depot we were having issues with our planning, where the orders were not going into the planning pot to be able to plan the delivery. This would be why your delivery failed to plan before we called to plan for the 10/06. When the delivery failed I can see that you called in to chase it, and instead of the advisor escalating your complaint they did nothing and requested the next available date. The advisor has recently received retraining regarding issues like this, and it has been formally logged on there file. I myself and the managers have come up with a new training package which includes escalations and listening to the customer, one of which putting themselves in the customers shoes and thinking would I like to be treated this way and would I accept the next available date"
- "The driver had a fault with his HHT, and had to use paperwork. This would mean that the system would not update until he had returned to the depot and his route had been debriefed"
- "The crew from the day that your delivery should have originally been delivered on the 10/06, have been interviewed. They have assured there manager that they went to the correct address, but in light of the information you have provided we know that not to be the case. The crew have been informed of this and have had this complaint formally logged against them"
- "Unfortunately we only have limited vehicles per depot, and on the day your delivery failed all of the other vehicles were out on the road and we did not have any spare. Also we have to abide by Tacho laws and if we were unable to arrange a new crew for the route the original might be struggling on hours"
- "Our procedures are for the crews to call all of the customers if they are unable to do the deliveries, some of the depots admin teams then call the customers the following day to see when we can redeliver or some even offer the next day for delivery. I have suggested that this should be done at all depots, and it is being looked at for this to be done"
Along with this there was a sentence at the bottom of the e-mail which read: "I then made sure by emailing the depot to make them aware that this must not fail on the 17/06, advising them of all of your previous issues. Please accept my sincere apologies on behalf of ArrowXL for the disappointing experience you have received from ArrowXL. We will be sending something to you as a gesture of how sorry we are for this experience".
A couple of days later we received a bottle of red and a bottle of white wine, along with a hand written card expressing their apologies.

I would just like to praise the Social Media team at Yodel, and Arrow XL. I know of just how much criticism Yodel and ArrowXL receive but my experience in getting the delivery resolved (albeit only after a formal complaint was made) ensured my item was delivered 1 working day after the second failed delivery, and with a couple of bottles of wine to boot.

My main vent is actually at Very. The item description for my TV indicated it included features such as "Game Mode" however after a few days of messing around and looking through all of the settings such features do not exist. The TV was also advertised as 1080p however I have since discovered the resolution is only 1280x720 meaning the actual output is 720p, although the TV has inbuilt software to convert 1080p signals for display in the reduced resolution.

These were two of the main features I was looking for with our new television (trying to explain this to my wife just resulted in blank stares!). I re-visited the Very website and they have since changed the description of the item to exclude these features and they appear to have 'played down' the description so the TV doesn't sound as appealing as it did when I bought it.

With the Very website now showing a different description, do I have any sort of rights to take this up with them? We are relatively happy with the TV despite it missing Game Mode and proper 1080p, but I'm more than happy to get another complaint ongoing with them as well! :rotfl:

I totally agree with you about Yodel. Ordered a phone from Carphone Warehouse. Come delivery day I was regularly checking the tracking. I left the house twice, both times for 10 minutes, both times my next door neighbour watched for the van.
At 4:46, I notice that at 4:42 the status changed to say nobody home, card left. I was fuming, as nobody could have approached my door without me seeing.
Checked the door, no card.
Called CS who called depot who called driver, no answer.
Told me I had to wait until the following Monday, or do the 60 mile round trip to their depot on the Saturday.
Woman couldn't give a toss, and refused to try the driver again.
I finally spoke to a manager, who not only took hold of my complaint, but phoned the driver until there was an answer, and insisted the driver return to my address within the hour. He directed the driver (who had previously got lost) to my front door. When the driver arrived he spoke no English whatsoever, was clearly unsure he had the right person, and couldn't answer simple questions such as "where did you go earlier." And "which addres did you post a card to".
Instead he just kept repeating my surname and sounding unsure.


With regards to Very, what model is the TV? There may be a Google cache of the page as it was when you ordered, which would help you prove it was falsely advertised.

pot-nut_2

Thanks MamaMoo - if you have any future problems with Yodel I do highly suggest contacting [EMAIL="social.media@yodel.co.uk"]social.media@yodel.co.uk[/EMAIL] as quickly as possible. They're the ones who pushed me in the right direction and arranged for my delivery situation to be looked into ASAP.

As I'm a new user I cannot post links but the TV model I ordered was a Panasonic TX-P50X60B. A quick search on the Very website for P50X60 will show you the current item description.

An archived version of the page can be viewed at web(dot)archive(dot)org. Search for Very, click on 04/06/2013, and search for P50X60.

They seem to be confused about whether it's P50X60 or P50X60B as well. The model number has changed in the link and the model number differs several times on each page. The item I received was the P50X60B (perhaps the P50X60 is the model I should have received instead?) and as you will see they've the item description since the date I ordered.

They've specifically removed the sentence which relates to 'Game Mode', one of the main features I was looking for.

daveyjp

Yodel are useless. Product ordered on Wednesday. Delivery address advised. Attempt to deliver at home, no one in.

Called yesterday to advise of delivery address again - confirmed and the item would be delivered to the alternative address. The guy on the phone sounded like he was half asleep and was probably tapping the same letter on the computer to make out he was doing something.

Today they attempt to deliver at home. No show at the alternative address.

How do this lot keep going?

Very.co.uk_company_representative

pot-nut wrote: »

I'll apologise in advance for the long post, but for the sake of completeness I thought it best to post the full facts and exchanges I had with all of these companies.

We ordered a new 50" TV from Very on 04/06/2013 and the advertised delivery timescale was 6 days. Because it was a large item it was to be delivered by ArrowXL (Yodel's 2-man delivery company).

The item arrived in the ArrowXL delivery hub on the same day (04/06/2013) and shown as 'available to deliver'. I did not receive a call until 07/06/2013 to arrange a suitable delivery date, but despite the minor delay we agreed to a delivery slot of 07:00 to 08:30am on 10/06/2013.

I was in our home (and awake!) from 06:10am until 08:30 when I left for work, and my wife was in our home all day. No delivery attempt was made. Later that day however their online tracking had been updated to indicate delivery had been attempted at 18:36 and a calling card left because the
door was not answered. This is untrue - we did not have a calling card in our letterbox and no-one knocked at the door all day. I'm sure my wife would also have seen the wagon parked up outside our drive.

I called ArrowXL to re-arrange delivery and was told the earliest this could be re-delivered was 14/06/2013 (this now being 4 days more than the expected delivery timescale). Again despite the delay we agreed to a new delivery slot of 07:00 and 10:30.

Surprise, surprise... Delivery was not made. I received a call shortly after our timeslot (10:42) from the "driver's mate" to inform me that the wagon had broken down and was in a garage for servicing, and delivery would now need to be re-arranged for 17/06/2013.

Given how angry I was with the repeated delivery problems, I felt obliged to complain to both Very and ArrowXL. I spoke to Very who agreed to refund me the delivery costs of 2 recent orders for the 2 failed deliveries, and attempt to get my delivery made ASAP. I do however have a further issue which I will raise later in this post...

I also sent a rather lengthy complaint e-mail to the only e-mail address I could find for Yodel or ArrowXL which was [EMAIL="social.media@yodel.co.uk"]social.media@yodel.co.uk[/EMAIL]. If you ever have problems with a Yodel delivery I highly recommend you contact this team. They were generally quick to respond and took personal ownership of my enquiry and seem to have the relevant contacts to enable your enquiry to be raised at a higher level.

My complaint e-mail to ArrowXL raised the following questions, among others:

- The item was in the Wigan hub and 'available to deliver' from 04/06/2013. Why did it take 3 days to call me and arrange a delivery date?
- Why was delivery supposedly attempted at 18:36 when our timeslot was 07:00 to 08:30?
- Why did the driver lie and state 'unable to deliver, call card left with customer' when this is not true?
- If the wagon had broken down, why wasn't an alternative wagon arranged instead of just postponing all deliveries for that route?
- Why did I get a call from the "drivers mate" instead of someone from Arrow XL?

My complaint was promptly raised with the 'Client Co-ordination Team' at ArrowXL who followed my delivery through and ensured this was delivered on 17/06/2013. I was promised a phone call 30 minutes prior to delivery to let me know the driver was on his way. I received the phone call from the driver however this was asking if he was in the correct area which I confirmed he was, and a few seconds the wagon pulled up outside our drive.

Only one person carried my new TV from the wagon and into our living room even though this was meant to be a 2-man delivery with it being a large item. If my new TV had have been dropped I would have lost the plot entirely...!

In the meantime the Client Co-ordination Team came back to me to check my delivery had been made which I confirmed it had, and I provided them with the 2 additional points (no phone call received 30 minutes prior to delivery, and item being carried into our home by 1 person). They continued investigating with the appropriate teams to give me answers to the questions I raised, and on 04/07/2013 I finally received the following answers:

- "Around the time your order was received into the depot we were having issues with our planning, where the orders were not going into the planning pot to be able to plan the delivery. This would be why your delivery failed to plan before we called to plan for the 10/06. When the delivery failed I can see that you called in to chase it, and instead of the advisor escalating your complaint they did nothing and requested the next available date. The advisor has recently received retraining regarding issues like this, and it has been formally logged on there file. I myself and the managers have come up with a new training package which includes escalations and listening to the customer, one of which putting themselves in the customers shoes and thinking would I like to be treated this way and would I accept the next available date"
- "The driver had a fault with his HHT, and had to use paperwork. This would mean that the system would not update until he had returned to the depot and his route had been debriefed"
- "The crew from the day that your delivery should have originally been delivered on the 10/06, have been interviewed. They have assured there manager that they went to the correct address, but in light of the information you have provided we know that not to be the case. The crew have been informed of this and have had this complaint formally logged against them"
- "Unfortunately we only have limited vehicles per depot, and on the day your delivery failed all of the other vehicles were out on the road and we did not have any spare. Also we have to abide by Tacho laws and if we were unable to arrange a new crew for the route the original might be struggling on hours"
- "Our procedures are for the crews to call all of the customers if they are unable to do the deliveries, some of the depots admin teams then call the customers the following day to see when we can redeliver or some even offer the next day for delivery. I have suggested that this should be done at all depots, and it is being looked at for this to be done"
Along with this there was a sentence at the bottom of the e-mail which read: "I then made sure by emailing the depot to make them aware that this must not fail on the 17/06, advising them of all of your previous issues. Please accept my sincere apologies on behalf of ArrowXL for the disappointing experience you have received from ArrowXL. We will be sending something to you as a gesture of how sorry we are for this experience".
A couple of days later we received a bottle of red and a bottle of white wine, along with a hand written card expressing their apologies.

I would just like to praise the Social Media team at Yodel, and Arrow XL. I know of just how much criticism Yodel and ArrowXL receive but my experience in getting the delivery resolved (albeit only after a formal complaint was made) ensured my item was delivered 1 working day after the second failed delivery, and with a couple of bottles of wine to boot.

My main vent is actually at Very. The item description for my TV indicated it included features such as "Game Mode" however after a few days of messing around and looking through all of the settings such features do not exist. The TV was also advertised as 1080p however I have since discovered the resolution is only 1280x720 meaning the actual output is 720p, although the TV has inbuilt software to convert 1080p signals for display in the reduced resolution.

These were two of the main features I was looking for with our new television (trying to explain this to my wife just resulted in blank stares!). I re-visited the Very website and they have since changed the description of the item to exclude these features and they appear to have 'played down' the description so the TV doesn't sound as appealing as it did when I bought it.

With the Very website now showing a different description, do I have any sort of rights to take this up with them? We are relatively happy with the TV despite it missing Game Mode and proper 1080p, but I'm more than happy to get another complaint ongoing with them as well! :rotfl:

Hi Pot-Nut,

We're very happy to hear that you received such helpful service from the Social Media Team at our couriers Arrow XL but are concerned that you are appear to have received the wrong television.

We can look into this for you if you would like to send us an email at Network@VeryHQ.co.uk. If you could include details such as the serial/model number of the television in your email then we will be able to raise this with our Buying/Merchandising team.

Many Thanks

Dave
Very Network Team

MamaMoo_2

pot-nut wrote: »

Thanks MamaMoo - if you have any future problems with Yodel I do highly suggest contacting [EMAIL="social.media@yodel.co.uk"]social.media@yodel.co.uk[/EMAIL] as quickly as possible. They're the ones who pushed me in the right direction and arranged for my delivery situation to be looked into ASAP.

As I'm a new user I cannot post links but the TV model I ordered was a Panasonic TX-P50X60B. A quick search on the Very website for P50X60 will show you the current item description.

An archived version of the page can be viewed at web(dot)archive(dot)org. Search for Very, click on 04/06/2013, and search for P50X60.

They seem to be confused about whether it's P50X60 or P50X60B as well. The model number has changed in the link and the model number differs several times on each page. The item I received was the P50X60B (perhaps the P50X60 is the model I should have received instead?) and as you will see they've the item description since the date I ordered.

They've specifically removed the sentence which relates to 'Game Mode', one of the main features I was looking for.

As long as you can print screen how it looked before, then you can prove what was advertised.
If you didn't get what was advertised, you have proof it was missold.

daveyjp

Thanks to the e-mail given above a prompt response was received. There was no record of the alternative address! Quelle surprise. Lets see if they hold their promise and deliver tomorrow, except this now needs to be at home.

Better_Off_1983

Yodel are the reason why I closed mt account with Very, Littlewoods and Isme.

daveyjp

Well the call we were promised "within 4 hours" at 2 pm yesterday was 15 hours late. The parcel turned up 5 minutes after the call.

gettingready

My new phone was supposed to be delivered today - specifically asked for Sat delivery from Virgin, all was confirmed.

Unfortunately they use Yodel for deliveries.

Tracking:

Delivery attempted, unable to gain access Enfield service centre 13th Jul 2013 13:00

Parcel out for delivery Enfield service centre 13th Jul 2013 10:24

Parcel received at service centre Enfield service centre 13th Jul 2013 07:01

Total, utter nonsense as was at home all day and there is no way UI would not have heard the intercom as it so loud it would wake up a dead person.

Working all week Mon-Fri so now what? No doubt they will "attempt to deliver" when I am at work now.. sigh...

gettingready

Just emailed the social media address given in first post as of course the only contact they have on their page is a phone number to their office which is only open till 1 pm on Saturdays and closed on Sundays.

Mine is an exchange item, they were supposed to deliver new one and collect the old one to send back - because of their driver lying, I may run out of time as I have 14 days to return the exchange item.

What a terrible service - how on earth do they stay in business?