Yodel lost my returns parcel

j5ksy

Hi all,

I am after a bit of advice please. I used a retailers return label to return a Christmas purchase and it was handled by Yodel, they scanned into the network on the 3rd Jan but after the 7th of Jan they have no trace of it. They have now finally admitted they lost the parcel however stated their policy is only to refund 50% of the value of it! They won't give a reason why and they won't give me a copy of their official complaints procedure. I have spend over 4 hours on calls and also tried online chat, which was of no use. Not one member of staff seems to know any official Yodel procedure. I can't understand when they have confirmed in writing that they are 100% responsible for the loss they think it is acceptable to only compensate 50%!

Where can I go from here as they have simply stopped responding to emails? I have emailed CEO Andrew Peeler but still had no response. Does anyone know the official complaints/compensation procedure for Yodel or had any similar experience with them?

macman

If you used a retailer's returns label, they the contract is surely between them and their appointed courier? You presumably have the despatch receipt, so ask the retailer to refund you and then claim off their own supplier.
You have no contract with Yodel, so I don't understand why they would offer you even 50%?

j5ksy

Yodel originally said the online tracking hadn't updated and the parcel had been delivered to the retailer. I contacted them and they searched and didn't have it, they also confirmed it wasn't showing as scanned in on their system. So no proof return was initiated. After much arguing with yodel they couldn't provide any proof they had delivered it and they then admitted they lost it and it was never delivered. (return period has now expired) they class me as the contract holder as I am the sender apparently. The retailer agrees with them and basically won't get involved. So as it stands the issue is between Yodel and myself. But the real issue is over the 50% compensation nonsense when they've admitted 100% fault.

the_lunatic_is_in_my_head

https://www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

(4) Reimbursement must be without undue delay, and in any event not later than the time specified in paragraph (5) or (6).

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or
(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.
(6) Otherwise, the time is the end of 14 days after the day on which the trader is informed of the consumer’s decision to withdraw the offer or cancel the contract, in accordance with regulation 44.



Forget Yodel, the retailer needs to refund you.

macman

There is no contract between you and Yodel, because the retailer contracted with and paid them for processing the return. Nothing to do with who sent it. As long as you can prove you handed it over to Yodel, it's between them and the retailer.
Sounds like the retailer is as dense as Yodel.