YODEL LYING DRIVER

bloodboiling1990

Hi all,

I’m looking for some help on a situation that is driving me absolutely mad and making my blood boil on a daily basis. I ordered some clothing online. Four of us, including myself, were at home the day was supposed to be delivered however the delivery driver never rang the doorbell or knocked on the door to deliver it. 

I then happened to check my email late at night and saw that it had been delivered and left under my car with a delivery note from yodel “left under car as per customer instructions.” They then marked it as delivered at 8 pm. However, the photo of it being left in our driveway was broad daylight and my car was not in the driveway at 8 pm. I contacted yodel and have been in contact with them daily, sometimes multiple times a day, who have said that the case is closed as the driver has reported to them that I told them to leave the package under the car. One of the representatives told me that the driver had claimed that I told them verbally. Another told me that the driver was “ well within their rights,” to leave a package in a safe space – and I have argued that no safe space was needed because we are home 

I have asked for proof of me ever leaving and they have not been able to supply it and do not answer the request for this and instead tell me to go back to the seller.  I have contacted the seller who has said they have contacted yodel who has verified the package has been delivered and therefore unless yodel say that the package has gone “missing or has been abnormally delivered,” they will not do anything about it and yodel will not give me that. 

Unfortunately, I made this purchase on my debit card. I have contacted Barclays who have filed a dispute and I have sent them proof of all of my communications of me trying to resolve this issue and obtain proof of where I gave instruction for it to be left outside. Barclays for now has awarded me back the money and the seller has tried to charge the money back and Barclays has declined it but has told me that if they try again, then we will need to file a claim with Visa.

Barclays has told me that they have seen an increase and people contacting them for similar situations and they believe that the delivery drivers are taking the parcels, so at least I have some assurance that they have experience in dealing with this.

Monetary value aside, this whole thing makes my blood boil because I am at a loss of the items I purchased and neither the courier or the seller is taking responsibility. 

Any help or advice how to escalate and get this resolved would be really helpful.

CliveOfIndia

In a case such as this, your contract is with the retailer, not the delivery company.  You complain to the retailer, they should refund you.  They then may choose to take it up with the delivery company to recoup their losses, but that's of no concern to you.

If the retailer doesn't play ball, that's when you can start to initiate either Chargeback or S75 claims, if and as appropriate.

the_lunatic_is_in_my_head

Retailer is responsible:

https://www.legislation.gov.uk/ukpga/2015/15/section/29

(2)The goods remain at the trader's risk until they come into the physical possession of—

(a)the consumer, or

(b)a person identified by the consumer to take possession of the goods.

Where did you buy from OP? 

HillStreetBlues

When I read the title I thought the driver must be Frank Ifield before I found out he died.

swingaloo

HillStreetBlues said:

When I read the title I thought the driver must be Frank Ifield before I found out he died.

You are not the only one. It was my first thought.

HillStreetBlues

swingaloo said:

HillStreetBlues said:

When I read the title I thought the driver must be Frank Ifield before I found out he died.

You are not the only one. It was my first thought.

Maybe the Wayward Wind took the parcel.

swingaloo

HillStreetBlues said:

swingaloo said:

HillStreetBlues said:

When I read the title I thought the driver must be Frank Ifield before I found out he died.

You are not the only one. It was my first thought.

Maybe the Wayward Wind took the parcel.

Well it does 'Yearn to wander'. Best stop now as we are clearly showing our age!

savergrant

Just to be clear; can you identify the car or the location in the delivery photo? You say the car was not there at the time the parcel was supposedly delivered....when was the car there? And if the car was moved while the parcel was underneath how easy would it be for someone to remove it without being seen?
Presumably the parcel wasn't there when you checked the email?

sheramber

However, the photo of it being left in our driveway was broad daylight

There is a photo of the parcel being left under your car?

Okell

What do Yodel mean that you "verbally" told the driver to leave it under the car?

Do they mean that the two of you spoke in person?

savergrant

I'm guessing they mean not using pictures or mime....