Yodel - worst delivery company I've encountered! Liars!

Raffles09

We ordered a delivery from a high street retailer seven days ago. We've received regular status updates and were able to track the parcel via the Yodel website. Yesterday the status changed to delivered at approx. 3pm when no one would have been at the property.

Since then then, the series have unfolded as follows:

1. Parcel status as 'delivered' but not communication regarding who or where it was signed for, no card left at the front door.

2. Yodel confirm the parcel has been delivered but have no further details and cannot assist. I must raise the issue with the sender, who will need to open an investigation with Yodel.

3. Checked with all neighbours in a reasonable vicinity, including elderly neighbours who usually sign for parcels on our behalf and were in all day. No one has received it. Checked all possible 'safe places' despite the delivery being allegedly signed for.

4. Contacted the retailer who we purchased from, who could confirm the parcel had been signed for by someone with the initial 'L' however, this was not accompanied by any further information on the name or address of the person. They raised a query with Yodel to retrieve further information and would be in touch within three days.

5. Three days seemed like a long wait to find out where a parcel had been delivered so decided to have another try with Yodel. They said they didn't where the parcel had been delivered to or who had signed for it, but they did have a copy of the signature which was an illegible scribble with no name. This time, however, I was given the mobile number of the driver.

6. Called the drivers mobile before 6pm, briefly explained my query, he ended the call and then the mobile was switch off - seemed a terribly suspicious way to handle what should be a simple enquiry, I simply wanted to know what address the parcel was signed for at, it shouldn't be that difficult!

7. Concerned by how the query was handled, I contacted Yodel and explained the situation. They confirmed I had reason to be concerned but would need to ask the sender to raise a case so they could interview the driver.

8. This morning. I decided to contact the driver again. He answered, I again explained the situation and he asked my address, oh yes he said, you next door neighbour is called John. No, I confirmed, there is no neighbour called John here. Oh, actually I left it by the rocks at the front, I told him there aren't any rocks and that it had been signed for and I want to know where, he said ok let me look into this problem and call you back. It was extremely suspicious and inevitably his phone has been switched off immediately afterwards and for the past two hours...

I didn't want to make any accusations, but I'm pretty convinced he has stolen or lost it.

I've seen a lot of negative stories about the Southampton depot and there doesn't appear to be any accurate contact details for them!?

Has anyone else has a similar experience? I am not going to be satisfied with just a refund, after the contact with the driver, I want this to be resolved properly. If this was genuine, why would he keep lying and then turning his phone off! Why did he leave no call card with details of where it had been delivered? Why do Yodel have no details of the delivery other than just knowing it had been 'delivered'.

Does anyone have a correct contact number or address for the Southampton Depot?

In the meantime I will continue to call the driver! He can't ignore this forever!

pinkshoes

Contact the high street retailer and ask them to refund or resend. It's upkto them to find out where it went.

Raffles09

UPDATE

It seems all too often Yodel get away with this and the consumer just has to suck it up and wait for a refund. If I order something and I apparently sign for it, I expect to receive it.

Yodel today confirmed I signed for not one but two parcels yesterday! This meant two parcels were now missing. They also confirmed I should not have been provided with the drivers number and that as far as they were concerned it had been signed for by me and the only solution would be to contact the sender.

After numerous calls to the driver and threatening escalation to the police for fraud and theft, the driver miraculously arrived on our door step within 30 minutes with our parcels!

Information from everyone we have spoken to has been totally conflicting and on this occasion our heavy handed approached paid off.

I certainly won't be ordering from any retailers using Yodel again, it's ludicrous to have to threaten legal action in order for your parcels to arrive. The driver told various lies, but at least we finally have the parcels which were rightfully ours and haven't had to wait three days to be told we'll get a refund, have to go through the whole process again, while someone happily enjoys our gifts.

neilmcl

Raffles09 wrote: »

UPDATE

It seems all too often Yodel get away with this and the consumer just has to suck it up and wait for a refund. If I order something and I apparently sign for it, I expect to receive it.

Yodel today confirmed I signed for not one but two parcels yesterday! This meant two parcels were now missing. They also confirmed I should not have been provided with the drivers number and that as far as they were concerned it had been signed for by me and the only solution would be to contact the sender.

After numerous calls to the driver and threatening escalation to the police for fraud and theft, the driver miraculously arrived on our door step within 30 minutes with our parcels!

Information from everyone we have spoken to has been totally conflicting and on this occasion our heavy handed approached paid off.

I certainly won't be ordering from any retailers using Yodel again, it's ludicrous to have to threaten legal action in order for your parcels to arrive. The driver told various lies, but at least we finally have the parcels which were rightfully ours and haven't had to wait three days to be told we'll get a refund, have to go through the whole process again, while someone happily enjoys our gifts.

Have you updated both Yodel and retailer about the above?

Raffles09

neilmcl wrote: »

Have you updated both Yodel and retailer about the above?

Yes, I have. The retailer is pursuing it with Yodel, although the parcels have now arrived, the process I have had to go through is completely unacceptable!

I was also on the phone to Yodel and the driver at the same time as Yodel kept saying as far as they were concerned, I had signed for them but by this stage, the driver had admitted he had the parcels (despite claiming they'd been delivered to 'John' then hidden in rocks which turned out to be unfounded lies). Yodel said that it was irrelevant what the driver was saying to me as it was between me and him and they only go by the computer information. Whenever I put the driver on loud speaker, Yodel would quickly put me on hold.

It's fortunate Yodel mistakingly gave me the drivers number as it allowed me to efficiently resolve the situation myself.

zahariel

I have to say I had an Amazon delivery through their prime service and found it would be delivered by Yodel... I was totally panicking after all the bad stories...

I missed him and called his number left on the card - he redelivered it after 8 that night. He refused to re-deliver it a few days later... saying that he couldn't be expected to hold it in his car for several days.

It really speaks volumes about the shops that use them. There is nothing but bad press, bad reviews, threatened legal action, verbal abuse and so much more that any shop that uses them can only be thought to not give a toss about us...

I would love to know what Yodel are going to do about that driver... I remember a story online a while back about a driver claiming to have delivered, providing a photo of the front door as proof. Trouble was he had gotten the photo off of Google maps which was 2 years old - fortunately the owner had repainted in the mean time and his door was a completely different colour...

Really glad you got your parcels.

paulineb_2

Im not a fan of any delivery company apart from DPD. They give you a one hour time slot the day before. Ive had problems with citylink, yodel and currently myhermes

I ordered a set of kettlebells from amazon last week, were meant to be delivered on Tuesday, sat in all day Tuesday waiting, then called amazon who told me the driver had knocked my door on the Monday evening at 6pm which is nonsense as I was in waiting on another parcel which also didnt arrive

After a lot of communication with amazon they agreed to send another parcel out as the driver wasnt going to be on shift again until today, so I was told to expect the parcel on Thursday, sat in most of Thursday, then I received an email saying courier had been told to return original parcel to the depot but by that time the stock had run out so I was told Id get my parcel on December 18th and then I was told that I would get the original parcel today, Ive been sitting waiting since 8am this morning, not here yet, so it looks like Im going to have wasted 3 days this week waiting for one delivery.

I live alone and I dont live in an area where my neighbours can be trusted to take anything in. Ive got horror stories from every company, particularly citylink and yodel and Im now at the point where I think I wont be ordering anything again thats going to be delivered by any other courier apart from DPD.

The parcel isnt urgent but I dont think its too much to ask that when you get a delivery date that the company attempt to deliver on that date and not early, because doing so has caused me massive problems this week.

Not impressed at all.

zahariel

I get all my computer parts from 'Scan' because they use DPD among other reasons...

DPD's email and text updates are great customer service - giving you that specific time slot. The only company I have used that do this - unfortunately it seems (in my experience) that it is only the small customer focused companies that use DPD... Large multi-faceted companies will inevitably go for the cheapest option and leave it up to both their customer service and the couriers insurance liability to sort out any problems...

I've ordered a Dr Who - Sonic screwdriver from Amazon... Here's hoping they don't use Yodel...

Raffles09

I don't order online an awful lot and have only had experiences with DPD who as you both say are fantastic, I've used their text service to either arrange re-delivery or have it delivered to our trusted neighbours which has always worked out well.

I already had a negative perception of Yodel from all the bad press and unfortunately they didn't prove it wrong! When you order online you don't want to have to fight to receive your goods and you certainly shouldn't have to wait inside for 3 days for a parcel!

It just seems like a lucky dip delivery service, you might get something, you might not...

GwylimT

My with had 7, yes 7 iphone5's stolen by Yodel! On two occasions the courier arrived, started throwing boxes around the boot of her car, some going on the floor, found our package, scanned it and put it in her handbag. Unfortunately my wife isn't exactly the quickest and so couldn't get out in time to give her some earache.

Eventually after carphone warehouse calling us lying thieves they eventually agreed to have the phone delivered to store, where a further five mysteriously went missing, no apology for calling us liars to our faces so when the problem was finally sorted my wife decided to cancel her contract, they enjoyed that!

eripmav

Funnily enough, having a problem that's exactly the same as this. Though unfortunately for my wife and I, we don't have the delivery driver's number.

https://forums.moneysavingexpert.com/discussion/4840406