Yodel say they have delivered mobile...but not to me!

Ed138

HI,
Looking for some advice and hopefully reassurance! I placed a online order eve of Friday 22/11 for a Note 10 plus with Virgin mobiles - all went through and was dispatched via Yodel for delivery Sat 23/11. My wife and I were in all day and i checked Yodel Tracking in the afternoon which showed it had been delivered at 11:00! I checked the front door for a delivery note and searched outside the front of the house in case the driver had just left it somewhere - I know it was to be signed for but i wanted to make sure, nothing, no note etc. Yodel's phone lines were shut so i did a online chat - the Yodel service rep confirmed it had been delivered but then went on to type that yodel had different "customer information" to my own but would not give me any details. I then immediately called Virgin and explained - the rep was helpful and said they would raise a "investigation" and i would hear in 5 days, however they wouldn't block the phone or sim card.

Today i called Yodel and spoke to a customer rep who was helpful and confirmed the phone had been signed for at a address but could not confirm the address "but it does not look right" - she advised i call Virgin again.

Called Virgin again and spoke to someone who was not helpful - just repeated that i would have to wait for the investigation to be completed - despite me saying that Yodel have delivered to the wrong address - there was apparently nothing more Virgin could do today.

Im now petrified I will be liable to pay for a mobile contract that i don't have, the rep did not want to place a bar on the phone or sim card today either or give me any information as to how this will be resolved.

My questions are..

1) Is there any more i can do today - should i ask for this to be escalated so i can get the phone bricked??

2) Has anyone been through similar, how was it resolved? the rep today kept saying "when we (Virgin) get the phone back we can then get this resolved" she appeared to miss the point that the phone is probably gone!

Really feel let down by Virgins customer service today.

DCFC79

Virgin is who the contract is with, you shouldn't have to call Yodel. Maybe try a complaint but I suspect it won't.go anywhere if the investigation isn't finished yet.

Can you get Virgin to confirm the address it was meant to be sent too ?

sal_III

Yodel is one of the worst, I simply don't understand how they are still in business.

I wouldn't bother contacting them any further, beyond informing them that the package they tracked as delivered is not, so they can start the investigation.

After that I would just contact the merchant (Virgin in your case). You will likely need to wait for the Yodel investigation to complete, before you can demand from Virgin to re-send or cancel your order. You shouldn't be charged for something you didn't receive, plain and simple.

Ed138

Hi,

My dispatch email and online account from Virgin show the correct delivery address etc for me and the Virgin rep also confirmed this is where virgin dispatched the phone to...
I know I have to be patient but its the "what if" thought should Yodel state they delivered to the correct address...:embarasse

wongataa

Yodel can't help you as you did not contract Yodel to deliver the item. Virgin have to work with Yodel to sort it out as they contracted Yodel to deliver the item. All you can do is pester Virgin to get it sorted out.

Frozen_up_north

I am surprised any phone network uses Yodel, they are probably the worst parcel delivery company on the planet. A friend contracted Yodel to pick up a parcel from me, the driver duly arrived and the tracking showed it having being collected. It never arrived at the depot (according to the tracking), neither was it delivered to the addressee, when my friend raised the matter with Yodel, they said it was up to him to prove it hadn't been delivered!