[PRAISE AND VENT!] Very, Yodel and ArrowXL

Kitty_79

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:[/QUOTE



Totally agree. I refuse to order with very because they use arrow xl and yodel. The service is awful and the delivery men are rude. I have been ordering with very for 5-5 years, each and every time I have issues with the delivery... They deliver my good to other addresses except mine! I have no words left to tell you how they have made me feel! I think very will loss a lot of customers like myself if they continue using yodel/arrow xl.

Kitty_79

Better_Off_1983 wrote: »

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


Me too!! Had enough of the delivery service. I don't think very get how badly yodel make them look! But... Very don't take the complaints seriously. I would never order from very or any company that use yodel/arrow xl again

Hammers79

This is by far the WORST company I have ever dealt with.
Ordered a washing machine & dishwasher to be delivered 30th June, no one turned up. Rebooked for 1st July, no one turned up. Then finally spoke to someone to book for Saturday 4th July, only washing machine turned up! Dishwasher couldn't be located. Rebooked dishwasher for priority delivery Thursday 9th July got told it would be there at 9am, no one came by 10am, phoned again to be told the driver will be there 12-1230!
Have had to phone their 0800 number about 16 times in a week, no one returns your call when u ask for management and staff are just not helpful in anyway.
How this company still exist is beyond me, one very unhappy customer!!!

overthetop2

Arrrowxl made a delivery to a house nearby.
In the turning around of their vehicle in the road it damaged my front garden wall.

The driver denied it, the company refused my claim.
Not much of a recommendation. Would advise users of arrowxl to be aware of the company's operating practices.

Rapley

Arrow xl
This honestly is the worst delivery company I have ever come across, I have never received such terrible customer service!

Made an order on 22nd may 2017. Was promised would be delivered the 8th july. I cancelled a weekend away as this was the only date they could do unless I waited another few weeks. So happily waited for this day to come but hadn't heard anything for a time slot. I called twice and spoke to two different people who confirmed yes would still be delivered on the 8th.

The 8th came and went and no sofa. I then contacted arrow again asked when this will be delivered, arrow confirmed they will send this out with the next delivery on Thursday 13th July. So once again hopeful I will finally received my sofas I have been waiting for since the 22nd May. To wait in for our time slot my mum took a day off work or sign or us, only to be contacted at half 9 (after our timeslot was meant to be delivered) saying they only had one out of two sofas at the warehouse and it would not be delivered at all and they cannot give me a date as they have misplaced the second sofa.

Have tried to log a complaint and no one will give me any time scales on when they will get back to me. In the mean time I'm left another 5 weeks with no sofas sitting on the floor and £500 out of pocket waiting for a refund for the delivery they cannot find.

Over all I have had cancelled a weekend away which lost our deposit, my family member has lost a days holid and had to cancel my 85 year old nans visit as I cannot expect her to sit on the floor!

I cannot express enough how terrible this company has been!! Stay well away if you have any sense!! They have cost me A LOT of time and money and the issue is still not resolved 3 months on!

Keep away from Arrow XL !!

wealdroam

Rapley wrote: »

Arrow xl
This honestly is the worst delivery company I have ever come across, I have never received such terrible customer service!

Made an order on 22nd may 2017. Was promised would be delivered the 8th july. I cancelled a weekend away as this was the only date they could do unless I waited another few weeks. So happily waited for this day to come but hadn't heard anything for a time slot. I called twice and spoke to two different people who confirmed yes would still be delivered on the 8th.

The 8th came and went and no sofa. I then contacted arrow again asked when this will be delivered, arrow confirmed they will send this out with the next delivery on Thursday 13th July. So once again hopeful I will finally received my sofas I have been waiting for since the 22nd May. To wait in for our time slot my mum took a day off work or sign or us, only to be contacted at half 9 (after our timeslot was meant to be delivered) saying they only had one out of two sofas at the warehouse and it would not be delivered at all and they cannot give me a date as they have misplaced the second sofa.

Have tried to log a complaint and no one will give me any time scales on when they will get back to me. In the mean time I'm left another 5 weeks with no sofas sitting on the floor and £500 out of pocket waiting for a refund for the delivery they cannot find.

Over all I have had cancelled a weekend away which lost our deposit, my family member has lost a days holid and had to cancel my 85 year old nans visit as I cannot expect her to sit on the floor!

I cannot express enough how terrible this company has been!! Stay well away if you have any sense!! They have cost me A LOT of time and money and the issue is still not resolved 3 months on!

Keep away from Arrow XL !!

Have you read MSE's Failed Delivery article yet?

DoaM

Kitty_79 wrote: »

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Kitty_79 wrote: »

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Please edit your posts to add ] to each of the above, so that the quote function works properly.

Edit - don't bother. Just noticed the dates.