My YODEL nightmare

Ridculy

I know that this company is renowned for their incompetence and I'm probably flogging a dead horse here, but over the past 2 weeks I've had the worst experience as a consumer and feel that it doesn't harm to warn people of this clown outfit.

The issue is very simple: after an initial failed delivery attempt owing to me being at work, I rearranged delivery online for the following Saturday. Saturday comes and goes. The driver turns up on Monday and leaves another card. I breathe deeply and rearrange delivery for the following Saturday. It also comes and goes, and, once again, the driver turns up on Monday. I had preempted this, however, and through the online chat facility requested that the driver leave the item with a neighbour. He assured me that he would contact the driver right away to relay the message. Surprise, surprise, they didn't and another failed delivery attempt is made. So, Monday afternoon, I speak to another person online, file a complaint and have assurances made that the next delivery (to be made the following day) WOULD be left with a neighbour. You can probably guess what happens.

As if this weren't bad enough, I have this morning once again gone online to speak to an adviser and politely requested the number for the customer relations/complaints department. She refused to give it to me. Flat out refused. For 40 minutes. During this time, she made excuses such as "the item was sent through TNT, so all inquiries must be made through them" and would not, despite my most desperate pleas, pass on the phone number that I had requested.

Herein lies one of the biggest issues with YODEL: it's impossible to communicate with anyone in a position of power to make yourself heard. They completely stone wall you. The only way you can complain is via the low level employees who, in my case, seemingly fail to pass the complaint on. So who can you complain to about this? The low level employees. Any attempt to communicate with anyone above them is flat out refused.

This organisation should not be in operation. It is the most incompetent business I've ever encountered, and their approach to customer relations would be laughable if it weren't deeply, deeply insulting and frustrating. I had no choice in whether YODEL were used for my delivery - the item came from overseas, and YODEL handles the UK leg of the delivery - but I implore anybody who will listen to avoid this company like the plague.

The "happy" end to the story is that I found a direct number to the customer relations department in an old thread from this forum. They were very helpful and sorted the whole thing in about 10 minutes. A conversation with them resulted in an immediate phone call from the head of my local delivery office who apologised and has taken charge of ensuring that a neighbour receives the item. For anyone who needs it, call 0845 408 4510 for YODEL customer relations - DO NOT waste your time talking to anyone online.

Nile

Rather than ringing the 0845 408 4510 number, try 0114 450 1200.


I haven't tried the number myself but this is the number listed in the 'saynoto0870.com' website.;)


I am another customer who has had awful service from Yodel.

davelewis

Can't you ask for the item to be delivered to your place of work? Just a thought.

Yeknodathon

Yodel first line support, web chat? Don't bother, if the depots are not cooperating nothing will come of it.

This thread:
https://forums.moneysavingexpert.com/discussion/3475341

Complaints email address (took weeks to get response other than automated email reply)
[EMAIL="customercare@vx.yodel.co.uk"]customercare@vx.yodel.co.uk[/EMAIL]

Head of customer relations. Listened, offered (limited) compensation and said things would change, er.. OP suggests not, still waiting on reply on acceptance of goodwill food vouchers
[EMAIL="Elaine.Boyle@yodel.co.uk"]Elaine.Boyle@yodel.co.uk[/EMAIL]

BBC Watchdog
http://www.bbc.co.uk/programmes/articles/41TNm9F6x0R9GGyzLyWzp9b/yodel-have-lessons-been-learnt

In my case Royal Mail did just fine, so I am more than happy going back to the seller and er.. adjusting their courier preferences, I get a little boost of satisfaction to nibble away at Yodel commercial business; in my case, they createed a walking bad advert, so I will advertise

Yeknod

Nodding_Donkey

I buy a lot of stuff on eBay for business use so I've started asking sellers if they use Yodel, if they do I go elsewhere. If their listing says e.g they use Royal Mail and they send it with Yodel they get a negative.

Yeknodathon

davelewis wrote: »

Can't you ask for the item to be delivered to your place of work? Just a thought.

I don't think this is relevant: if Yodel promise something, the onus is on them to complete as agreed. The OP gained agreement for Saturday delivery, it didn't happen - twice, therefore depriving the poster's opportunity of this good idea.

Yodel actual delivery performance is one issue, the offer of false promises, the lamentable excuse of customer "service" when things need to be corrected is another issue.

Just my thoughts.

Yodel_representative

Hi, we will be more than happy to help with any parcel queries if you email social.media@sm.myyodel.co.uk. Ava

photome

Yodel_representative wrote: »

Hi, we will be more than happy to help with any parcel queries if you email [EMAIL="social.media@sm.myyodel.co.uk"]social.media@sm.myyodel.co.uk[/EMAIL]. Ava

Is this for real

did you read the OP

Yeknodathon

Yes, I tried the same. Problem was a Social Media rep was not much good at budging a reluctant depot and when it came to actually delivering a satisfactory service fell back on,"oh, you will have to deal with Customer Complaints or someone else" and then promptly abandoned further assistance.

So, rather true to Yodel form, content doesn't really match with outward appearances. If I were perhaps a bit more suspicious I might suspect WebChat, first line support and Social Media may get a quick win but anything slightly challenging they are there to fill in time and give stock answers and excuses to enable Yodel to return to sender and give every opportunity for the complainant to give up and go away?

Yeknodathon

Oh, and a place to rate Yodel, where Social Media reps gather.. some of it makes for fun reading

https://uk.trustpilot.com/evaluate/yodel.co.uk

pcw12kcox

Came home at lunchtime today to find that Yodel had left parcel for neighbour on public footpath in front of their house....