Yodel - Missing parcel, false tracking, false driver statement etc MESS

Lostinspace1701

Hi there. Wondering if anyone else has been through precisely this, and other peoples' eventual outcomes.

I had a parcel on its way to me via Yodel. It was marked delivered on 10th September. Tracking displayed my name in caps.

The parcel was never delivered. Not to me, not to any neighbours, and no note left. The signs of my premises indicated no attempt had been made by anyone to deliver anything. I do not have this parcel.

I contacted Yodel on webchat, and was told they'd 'interview' the driver.

The response came back a couple of days later: "Caucasian female age 30 accepted the parcel". I informed them this was impossible. Also none of the neighbours are this. There seemed no feasible other place they could have delivered to without really being off the beaten track.

Saw a driver - same as usual - a couple of days later. This driver, very friendly, said he had no had or tried to deliver anything for me the days previous. I'm inclined to believe him.

I recontacted webchat, delivering this info. They said they would escalate the case.

Heard nothing, so a few days later opened webchat again. They said "the investigation that was logged with the depot has been concluded" and to 'contact the vendor' for a replacement/refund. They said "I can see that the investigation was logged on the 10th and we logged this matter with the depot, according to the system we emailed you on the 11th with the outcome. As it is now 7 days later I am unable to advise you any differently." Right. That's not what the last person said.

How can it be concluded when there is no outcome? I said: the items cannot be replaced (vintage print material), and are they not concerned about the a) lost parcel, b) false tracking, c) someone (driver or depot) telling lies/making up a false story d) having utterly failed in their service and e) generally, not being bothered about it? I then got an apology. They said they would bring it "to the attention of the drivers manager to ensure he is addressed for his misconduct". But what I really wanted is them to keep investigating and find my parcel.

Sigh. Is there any hope of my parcel turning up? It would be a largish, heavy box, it cannot have vanished into thin air! And is of little use to anyone else.

Is there another way I can press them? They have a high rate phone number, and I can't find anything else.

Thanks.

Carrot007

Lostinspace1701 wrote: »

Saw a driver - same as usual - a couple of days later. This driver, very friendly, said he had no had or tried to deliver anything for me the days previous. I'm inclined to believe him.

No help to you but while I have a main yodel deliverer here I do occasioanlly get others delivering (not holiday cover either as I have had her come on the same day for other things (does next deliveries to etc)).


So it might not be false. Can they not provide you with gps co-ordinaties of the delivery? (might be subject to getting a phone signal if yours is weak, but should not be as should be able to upload later but I have had deliverers wonder around to get a signal so who knows the app might be poor!)

DoaM

If the supplier arranged Yodel then you have no contract with Yodel ... legally your only recourse is with the supplier for a refund or replacement.

CardinalWolsey

From Yodel's perspective, the item is lost. It might one day be tripped over, but they're not going to commit any time in trying to locate it. They're referring you back to the person who sent the item. They will now have to claim against Yodel for the value of what has been sent, and also either refund the cost to you or replace the item. The big logistics firms simply won't incur the cost of looking for one-off losses, they'll save their efforts for systemic theft from the system, or recurring failure points, but not ad-hoc failures I'm afraid.

mattyprice4004

Usually lost items end up at bulk auctions, rather than being re united with their original sender.

UK Mail lost a fairly unique item of mine - I was paid out by them and a year later I found the same item on eBay from a bulk clearance company