Yodel (non) delivery issue

borderline

An item I bought online, I chose collect from a corner shop.
 today I got the email from Yodel saying it had been delivered to the shop. I go to the shop an hour later and the shop keeper said he doesn't have it, he said Yodel didn't come.

I can't contact Yodel until Monday, no CS Saturday evening or Sunday.

When I look at the tracking order, it says Loaded onto HAYES VAN at 10:26 am , then it says Received into HAYES DEPOT at 16:20 and then Received at delivery shop at 16:30. So this makes no sense, out for delivery this morning, then back to depot and claiming it was delivered 10 minutes later? 

have they lost my parcel? did they pretend a delivery that never was? did they steal my parcel?

Spoonie_Turtle

A few times I've had delivery confirmation from Yodel to my home without actually being delivered, and then it turns up the next day or the one after.  I can't work it out, baffling.  I don't use them if I have a choice of courier when buying.

[Deleted User]

borderline said:

An item I bought online, I chose collect from a corner shop.
 today I got the email from Yodel saying it had been delivered to the shop. I go to the shop an hour later and the shop keeper said he doesn't have it, he said Yodel didn't come.

I can't contact Yodel until Monday, no CS Saturday evening or Sunday.

When I look at the tracking order, it says Loaded onto HAYES VAN at 10:26 am , then it says Received into HAYES DEPOT at 16:20 and then Received at delivery shop at 16:30. So this makes no sense, out for delivery this morning, then back to depot and claiming it was delivered 10 minutes later? 

have they lost my parcel? did they pretend a delivery that never was? did they steal my parcel?

Loaded into Hayes Van, at 10.26am may well mean from the originating hub.

Received into their own depot at 16.20.

Received into their own Delivery Shop 16.30 -  the 'delivery Shop' may well refer to their own building's delivery shop department as opposed to the department for direct delivery to the street/house address etc.

From that point it would be loaded onto the couriers own van.
And from there out for delivery to the recipient - this doesn't necessarily all happen in 1 business day.
I would expect the timeframe to be 1-2 working days and not all happening in a 8 hour one.

Give this transaction at least 2 more working days before anything else.

borderline

[Deleted User] said:

Loaded into Hayes Van, at 10.26am may well mean from the originating hub.

Received into their own depot at 16.20.

Received into their own Delivery Shop 16.30 -  the 'delivery Shop' may well refer to their own building's delivery shop department as opposed to the department for direct delivery to the street/house address etc.

From that point it would be loaded onto the couriers own van.
And from there out for delivery to the recipient - this doesn't necessarily all happen in 1 business day.
I would expect the timeframe to be 1-2 working days and not all happening in a 8 hour one.

Give this transaction at least 2 more working days before anything else.

No, by delivery shop I meant my local corner shop, it has the name of the shop I'm collecting from , the email I received said ready for collection from there but nothing arrived yesterday there.  

soolin

I do find this tolerance for poor service rather strange. The idea that delivery companies can mark something as delivered but actually mean , it’s somewhere in transit on a van , possibly, an acceptable excuse.

Amazon do it and I’ve had many an argument with them about it as I see my order shows as ‘delivered - handed to resident’ when there’s no sign of it, but when you phone Amazon they tell you to wait a day as driver probably ran out of time and will deliver it the next day. This isn’t a one off occurrence, at one point last year I was getting a lot of these undelivered items, my argument was why say ‘handed to resident’ on tracking when customer services are saying it’s probably still on the van, that’s nonsense. 

It also raises issues with claims for loss, just see my recent thread about my own RM issues. If you have bought the item from a shop or say eBay and item is lost then you stand a very good chance of losing your money .

Personally I think every single wrong delivery confirmation should be raised as a complaint until such time as ‘delivered’ means delivered. 

tightauldgit

soolin said:

I do find this tolerance for poor service rather strange. The idea that delivery companies can mark something as delivered but actually mean , it’s somewhere in transit on a van , possibly, an acceptable excuse.

Amazon do it and I’ve had many an argument with them about it as I see my order shows as ‘delivered - handed to resident’ when there’s no sign of it, but when you phone Amazon they tell you to wait a day as driver probably ran out of time and will deliver it the next day. This isn’t a one off occurrence, at one point last year I was getting a lot of these undelivered items, my argument was why say ‘handed to resident’ on tracking when customer services are saying it’s probably still on the van, that’s nonsense. 

It also raises issues with claims for loss, just see my recent thread about my own RM issues. If you have bought the item from a shop or say eBay and item is lost then you stand a very good chance of losing your money .

Personally I think every single wrong delivery confirmation should be raised as a complaint until such time as ‘delivered’ means delivered. 

It's annoying as hell but I also think most people also consider that the delivery drivers are working under awful conditions and any complaint is only more likely to get the driver disciplined/fired than the company to change their policies so it's a difficult one to balance morally.

soolin

tightauldgit said:

soolin said:

I do find this tolerance for poor service rather strange. The idea that delivery companies can mark something as delivered but actually mean , it’s somewhere in transit on a van , possibly, an acceptable excuse.

Amazon do it and I’ve had many an argument with them about it as I see my order shows as ‘delivered - handed to resident’ when there’s no sign of it, but when you phone Amazon they tell you to wait a day as driver probably ran out of time and will deliver it the next day. This isn’t a one off occurrence, at one point last year I was getting a lot of these undelivered items, my argument was why say ‘handed to resident’ on tracking when customer services are saying it’s probably still on the van, that’s nonsense. 

It also raises issues with claims for loss, just see my recent thread about my own RM issues. If you have bought the item from a shop or say eBay and item is lost then you stand a very good chance of losing your money .

Personally I think every single wrong delivery confirmation should be raised as a complaint until such time as ‘delivered’ means delivered. 

It's annoying as hell but I also think most people also consider that the delivery drivers are working under awful conditions and any complaint is only more likely to get the driver disciplined/fired than the company to change their policies so it's a difficult one to balance morally.

I accept that some delivery drivers struggle with very poor pay and conditions, but it that means my stuff is falsely shown as delivered, then yes I will complain. I would rather the couriers, and Royal Mail admit something didn't reach the estimated delivery date and is 'late' rather than make false statements, that ultimately could cost me money. 

Last November for instance I bought an expensive Lego set and an upright carpet cleaner from Amazon. Both were due to be delivered on same day, I waited in and nothing came, but in late afternoon they both showed as delivered- handed to resident. 

I phoned Amazon who said that driver had probably run out of hours and it would come the next day and nothing could be done for 48 hours anyway, the next day, nothing- phoned again and was told I could open a claim the following day.

Next day opened a claim on both items and immediately got back the statement 'these show as delivered to xx address at xx time and handed to resident, please check with other members of your household as item was accepted. 

That took me nearly a week of phone calls, I had to constantly repeat myself to each new advisor as all they could see was items were delivered. They eventually said they would pay me out for the Lego, which they did as a goodwill gesture, but would need to start an investigation on the cleaner. I told them I was happy to provide full access to my door camera proving we had no deliveries that day.

Eventually about 2 weeks later they said they would re send the cleaner as they believed there had been an issue with the drivers that day- but in future this needed to be reported quickly as it hindered their investigation as driver was no longer available to them. 

2 days later a cleaner and a box of lego turned up! I did phone to say I'd been refunded for the Lego but they said just to keep it.

Rantband

soolin,
 the ironic part of that account is "  but in future this needed to be reported quickly as it hindered their investigation as driver was no longer available to them"

borderline

tightauldgit said:

It's annoying as hell but I also think most people also consider that the delivery drivers are working under awful conditions and any complaint is only more likely to get the driver disciplined/fired than the company to change their policies so it's a difficult one to balance morally.

I would accept if my parcel was delivered a day or so late. I chose collection from the shop so I didn't have to wait for a delivery when I didn't know when it was arriving.
The problem here when they say it was delivered when it wasn't, I worry about the parcel not knowing where it is and also for the shopkeeper, when they said it was delivered to them and it wasn't. 

tightauldgit

borderline said:

tightauldgit said:

It's annoying as hell but I also think most people also consider that the delivery drivers are working under awful conditions and any complaint is only more likely to get the driver disciplined/fired than the company to change their policies so it's a difficult one to balance morally.

I would accept if my parcel was delivered a day or so late. I chose collection from the shop so I didn't have to wait for a delivery when I didn't know when it was arriving.
The problem here when they say it was delivered when it wasn't, I worry about the parcel not knowing where it is and also for the shopkeeper, when they said it was delivered to them and it wasn't. 

Yeah but that's part of the problem. While you would probably accept the parcel being a day late (I think most reasonable people would if it meant getting accurate info) Yodel won't and then when the driver hasn't met their targets they might be subject to disciplinary action or reduced payments. That's why the drivers are improvising their own workarounds.

I'm sure there also are some dishonest drivers just taking the P but that's also a result of the couriers making delivery driver one of the lowest of the low forms of employment now. Plus even an honest driver might be told by a supervisor back at the depot 'just scan them all as delivered' 

tightauldgit

soolin said:

tightauldgit said:

soolin said:

I do find this tolerance for poor service rather strange. The idea that delivery companies can mark something as delivered but actually mean , it’s somewhere in transit on a van , possibly, an acceptable excuse.

Amazon do it and I’ve had many an argument with them about it as I see my order shows as ‘delivered - handed to resident’ when there’s no sign of it, but when you phone Amazon they tell you to wait a day as driver probably ran out of time and will deliver it the next day. This isn’t a one off occurrence, at one point last year I was getting a lot of these undelivered items, my argument was why say ‘handed to resident’ on tracking when customer services are saying it’s probably still on the van, that’s nonsense. 

It also raises issues with claims for loss, just see my recent thread about my own RM issues. If you have bought the item from a shop or say eBay and item is lost then you stand a very good chance of losing your money .

Personally I think every single wrong delivery confirmation should be raised as a complaint until such time as ‘delivered’ means delivered. 

It's annoying as hell but I also think most people also consider that the delivery drivers are working under awful conditions and any complaint is only more likely to get the driver disciplined/fired than the company to change their policies so it's a difficult one to balance morally.

I accept that some delivery drivers struggle with very poor pay and conditions, but it that means my stuff is falsely shown as delivered, then yes I will complain. I would rather the couriers, and Royal Mail admit something didn't reach the estimated delivery date and is 'late' rather than make false statements, that ultimately could cost me money. 

Last November for instance I bought an expensive Lego set and an upright carpet cleaner from Amazon. Both were due to be delivered on same day, I waited in and nothing came, but in late afternoon they both showed as delivered- handed to resident. 

I phoned Amazon who said that driver had probably run out of hours and it would come the next day and nothing could be done for 48 hours anyway, the next day, nothing- phoned again and was told I could open a claim the following day.

Next day opened a claim on both items and immediately got back the statement 'these show as delivered to xx address at xx time and handed to resident, please check with other members of your household as item was accepted. 

That took me nearly a week of phone calls, I had to constantly repeat myself to each new advisor as all they could see was items were delivered. They eventually said they would pay me out for the Lego, which they did as a goodwill gesture, but would need to start an investigation on the cleaner. I told them I was happy to provide full access to my door camera proving we had no deliveries that day.

Eventually about 2 weeks later they said they would re send the cleaner as they believed there had been an issue with the drivers that day- but in future this needed to be reported quickly as it hindered their investigation as driver was no longer available to them. 

2 days later a cleaner and a box of lego turned up! I did phone to say I'd been refunded for the Lego but they said just to keep it.

Yeah but when your business model is based on treating your employees like **** these things do tend to happen. And then as you see Amazon will chuck a few quid at the customer to keep them sweet (ish) rather than actually pay and treat their staff properly for a fair day's work. 

I try to avoid Amazon as much as possible nowadays. Companies like that are just doing a lot more damage to society than their cheap prices justify.