Lies and horrendous service - yodel

tania12

i was due to receive a parcel today.. tracking online states returned to sender due to damage. i spoke to yodel and they then said the sender had requested it to be returned to them.. i then was told to speak to the sender of my parcel (Virgin mobile) who got in touch with yodel who stated that i had apparently told yodel to send it back to Virgin (3 lies) and someone at the service centre said that this will be out today and my tracking information should update.. 4 hours late still no update so i get back in touch and now their saying there's no way this is out for delivery or will be out today. yet online tracking states on the van for delivery then says sent back to sender. im so angry as they've lied 3 times now there saying they cannot disclose a head office number and that my complaint won't be logged as its only senders who's complaints are logged... has anyone had a similar issue??:mad::mad::mad:

DoaM

Did you engage Yodel to deliver the parcel?

If not then you have no recourse to speak with Yodel as they are not your shipping agent, they are Virgin mobile's shipping agent. All your communications and complaints should be directed to VM.

PS - you've made a vent ... there's a dedicated board for such - Praise, Vent and Warnings.

tania12

I've spoken with Virgin and they have opened up a case... my problem is the fact they lied and are doing nothing to even try and change it

Autumnella

What exactly do you want from them?

glentoran99

His phone I would imagine

hollydays

tania12 wrote: »

i was due to receive a parcel today.. tracking online states returned to sender due to damage. i spoke to yodel and they then said the sender had requested it to be returned to them.. i then was told to speak to the sender of my parcel (Virgin mobile) who got in touch with yodel who stated that i had apparently told yodel to send it back to Virgin (3 lies) and someone at the service centre said that this will be out today and my tracking information should update.. 4 hours late still no update so i get back in touch and now their saying there's no way this is out for delivery or will be out today. yet online tracking states on the van for delivery then says sent back to sender. im so angry as they've lied 3 times now there saying they cannot disclose a head office number and that my complaint won't be logged as its only senders who's complaints are logged... has anyone had a similar issue??:mad::mad::mad:

Don't get angry, it's just a a parcel.

Chill, if there's a problem you will be covered, let virgin deal with it.

Ectophile

Ultimately, if Virgin Mobile paid Yodel to deliver the parcel, then it's not your job to chase up Yodel - you aren't Yodel's customer here.

It's Virgin Mobile's job to ensure that the parcel gets delivered to you, one way or another.

tania12

Just a parcel?! Not when I pay £600 for an item it isn't.

theonlywayisup

tania12 wrote: »

Just a parcel?! Not when I pay £600 for an item it isn't.

But it is only a parcel and until you've taken delivery it isn't your problem. Yes, a delay or extended delivery is a pain, but it isn't the end of the world.

1Robert

I have recently ordered a spare part from one of the leading vacuum companies and paid extra to have express delivery. So, the part was sent via Yodel. The parcel was due to be delivered sometime on Saturday and required a signature from the householder; I waited in for the delivery and at around 14:10, I was surprised initially to see an A4 sized grey plastic bag on the porch floor after hearing the letterbox ‘bang’ close. I went to the porch and picked up the bag and noticed straight away the bag had been cut and felt empty, on further investigation the bag was empty. Considering that I was under the impression that this parcel required a signature I was surprised that the delivery driver did not ring the bell or knock on the door to hand me the package and gain my signature.

Realising the packaging was empty, I immediately rang Yodel customer services to report what had happened. I also mentioned that I was under the impression that my signature was required, the Yodel operator then told me a signature had been gained at delivery, which is not the case. They then went on to say an internal investigation would be conducted and they would get back to me either later on Saturday or the next day, this did not happen. I spent an hour on the phone trying to sort this issue out. To compound the problem, I did not realise that Yodel customer services number is a premium rate number, once I realised this I contacted my phone provider, only to be horrified to learn I had in fact been charged £41.00 for the privilege of eventually been able to speak to a Yodel representative.

Not only did I receive an empty bag, which I paid £18.00 for (including express delivery) I’ve been charged £41.00 to report the issue, and from what I currently understand someone else has signed for my delivery!

Come on Yodel; you need to get your act together, by keeping promises with getting back to your customers when you say and refund the cost of my exorbitant priced phone call.

You would have thought anyone handling this package would have instantly realised that it was opened and felt empty!