Feedback questionnaire: “What could we do to improve in the future?”

– First you could deliver the item when you say you will. I was counting down the parcels only to be greeted with “We were unable to locate your property”. I know for a fact this is not true because the same drivers deliver to our address multiple times per week, plus it’s not even hard to find.

– Then I contacted online chat and was told that the driver went to the wrong location and “attempted delivery” (I’m not sure how that workd) and that the delivery would be made again tomorrow. This is not acceptable at all – at least some kind of effort should be made immediately to contact the driver and help them find the right place. The advisor apologised and “understood where I was coming from” but did nothing. I was told that delivery would be made the next day and that my online tracking status would update accordingly. I also updated the parcel with a contact phone number (which I’m sure there already is one) and told the advisor to make sure that I was contacted if there was any further issue with the delivery.

– The next day my status was exactly the same. The Yodel driver arrived but appeared to have nothing for me so I asked him about my parcel. He remembered by surname and told me that he had left it at the depot because he knew that there were multiple companies (5) in our building and that he left it at the depot. This is absolutely shocking – surely a driver did not go through the packages and decide he didn’t want to attempt a delivery?

– I contacted online chat for a second time and they told me that my parcel was “on hold” due to an “address problem” as it was missing a company name. Why was this not pointed out the first time I got in contact? I told them to add a company name and make sure the delivery was sent out in the afternoon. I was told (having been apologised to and told they understood where I was coming from) that they would add an escalation to the delivery and request it to be sent out the same day in the afternoon.

– No prizes for what happened next. Well, nothing.. no delivery was made as I expected. I contacted the online chat for a 3rd time and the advisor decided they didn’t want to deal with this issue and hung up the chat. I got straight back on and this time they checked the file and told me that there was an escalation but there were no feedback items on it yet.. how useful! I then tried to confirm the company name and (after various communication issues) the advisor only had the building name which means the previous advisor didn’t even add the company name.. I was told the same as on day 1 that my status will update next morning and delivery would be made then.

– Next morning (day 3) I got straight on the chat when I arrived at work first thing as my status still remained as “unable to locate property” from day 1. I was told that my parcel was still on hold at the depot and that the driver had already left so I would need to reschedule it for the next day. I continued to point out the ongoing issues I had been having and that I needed the item to be delivered today and the advisor said they would escalate the parcel to high priority and request it be sent out that day and also request a response from the depot manager on why there have been so many issues. Obviously I pointed out that this was totally unacceptable as I knew from the day before that the escalation and request would have no effect whatsoever. I asked them to contact the depot to make sure that this was going to happen but was told that they had no way of contacting the depot using their internal systems. I even sent a phone number but was told that there was no external line to make a call. Obviously this is unbelievable.

– Next I contacted Twitter and received a tweet response telling my to direct message them my details and they would look into it. Guess what – despite being told repeatedly by every single complaining person on Twitter that you have to follow us in order for us to DM you (or just change your settings to allow it..) I was not followed until I pointed out the same thing to them. Eventually was followed and send my details across. The response was basically the same as the chat that my parcel was being held at the depot due to an address query.

– After telling him that I had fixed this problem on day 1 and confirmed the delivery address again and explained that I had been told on multiple occasions over a period of days that this had been fixed and that my delivery was happening all I received was the dreaded “thanks for the information I have added the information you provided and arranged for the next available delivery” – this is incredible. There is no sense of urgency, nobody actually reads what you write, the scripted responses are shocking.

– By the time anybody responds it was getting late and I was worried that delivery would be made on day 4 (Saturday) to my work address so I chased again saying I would need to change the delivery address if it was going to happen on Saturday. Eventually I received a response saying that the parcel was STILL (WHAT!?!?!?) on hold at the service station and that could I confirm the new delivery address to confirm delivery for Saturday.

– I send the home address immediately and asked for confirmation that this had been arranged as I was worried that it would be delivered to the wrong address otherwise….. no response…. no response all night. Thanks Thato.. Saturday morning arrives and the wonderful Meagen responds saying “Thank you for your information, I have rescheduled your delivery for Monday” – I literally couldn’t believe it. The most incompetent, unfit business I’ve ever seen in my life.

– So now I have a delivery going to my home on Monday (day 6) when I will be at work. At this point I gave up, someone looked out for the delivery and it happened on Monday.

I don’t know what to say – the question is “What could we do to improve in the future?” – my recommendation would be to shut the company down before the authorities do. It surely can’t be long.

I placed an order with WILKO and it was handled by Yodel. I got an e mail to say it had been delivered to a safe place and a card had been put through my door.

I was at home, no card, no parcel! Neither Yodel of Wilko were helpful, but luckily the next morning an elderly lady in a taxi came round with my parcel.

She had found it on the pavement outside her sheltered flats, in a totally different road and postcode to mine! I contacted WILKO and said I would no longer order from them unless they changed couriers, I also sent a letter of complaint to Yodel but just got the usual standard replies. I will now use your list so that I can avoid companies that use Yodel. Thank you.

I bought a Xiaomi mijia Camera for £200 from Gearbest.com about a month ago, this was a little treat for myself as it was coming up to my birthday & ive wanted a 3D camera for a while. I was a little apprehensive as it was the first item I had bought from this site & the purchase was £200. The purchase was made & I received a notification from Gearbest listing the item had been dispatched & would take around 20 days.

23 days on I contacted Gearbest asking for an update & they sent me the tracking number for Yodel. A little voice in the back of my head started whispering. I’ve had a couple of issues & have seen the bad press in the past about Yodel. I downloaded Yodels app & entered my details with the tracker number & the item was listed as not arrived. I kept checking on a daily basis & on 25th September, my bday, the camera was listed as at depot with an estimated delivery of 30th of September.

I thought great I would have a chance to use the camera on a family outing, as we were going to take the kids to the York Balloon Fiesta on the 30th in the late afternoon.

I kept checking the app then the estimated date changed to the 29th, even better. I have been on holiday from work sorting out numerous things I’d been putting off & the Thursday & friday, 28th & 29th respectively I was sorting my garage out & the only access to my front door is up the drive past my van, past the garage then down the side of the house to the door. My point is you would have to be the invisible man to get past without being seen. Well on the 29th I was on my drive with my van rear doors wide open where I was sorting some scrap copper out. I was there all morning until 1330 that afternoon. I checked the app that morning & it was still listed as at depot with an estimated delivery date of the 29th. By 12:00 I had just about finished sorting the scrap out & was hoping to weigh it in that day but Yodel had not arrived with my package. I checked the app & the package was listed as still being at the depot with an estimated delivery date of the 29th. I contacted Yodel using the app’s chat function & the customer services assistant confirmed on Yodels system that the package was still at the depot. I confirmed with the assistant that if the package had not yet been dispatched I would collect it from the depot. She confirmed the package had not yet been dispatched & I could collect from depot. It was 1330 by that time & still no delivery so armed with the information from the online chat with Yodels customer service assistant I travelled across Leeds from LS17 to LS27 about 12 miles one way. I thought I could pick up the package, weigh the scrap then pick the kids up from school at 1500.

I got to the Leeds Morley Yodel branch & was greeted my a young lady at the counter, she was in her late twenties early thirties so I thought this should be straightforward. I gave her my name, address & postcode on request, which she entered into their system then a puzzled look cam over her face, have you got a card she asked, to which I replied no & then I explained the app status & that her colleague had confirmed my package was still at depot, to which she still looked a little puzzled. She tapped on the key board then stated that she did not know where my package was? I asked in a polite manner, how do you mean you don’t know where my package is? To which she stated that all packages have to be scanned every day & my sisters package was last scanned two days ago. To which I replied, so what does that mean because your own app states it’s still at the depot & it’s been confirmed by your colleague which is why I’ve driven right a cross Leeds to pick it up. To which she just said I don’t know what to tell you, I don’t know where it is so we’ll have to do a depot search. I asked how long will that take? To which she stated they wouldn’t do one now & I would have to contact my supplier. This statement left me a little confused so I asked the obvious question, why would I need to contact my supplier? To which she stated without so much as skipping a beat in a very indifferent tone, your supplier is our customer, you are not, you are their customer so your supplier would have to contact us, so you would have to take the matter up with your supplier. A little perplexed by her comment I asked in a polite manner, tell me you’re joking? To which she said, no, their our customer not you. To which I stated, you have my details & my tracking number, I have photo ID with me so I can prove who I am & this confirm I am the recipient of the package regardless of who is your customer, your app, your colleague & you have confirmed the package is still at depot, but you will not conduct a search for it unless your customer, my supplier contacts you & chases you up for the location of the package? To which she replied, that’s the way it is.

I gathered my things from the counter & told her in a rather sarcastic tone, that’s great customer service my dear, just wonderful! Then I left.

I was beginning to suspect the worst given previous issues with Yodel & previous bad press they have had so I periodically checked the Yodel app to confirm the status of my package which kept confirming it was at depot with an estimated delivery date of 29th of September. After I had been to the scrap merchants & picked the kids up from school I jumped on the Yodel app & contacted their customer services on the on line chat feature. I explained everything above to the customer services assistant & that I wanted to make a complaint as felt the service from the counter staff at the depot was poor & I had wasted time & money travelling across Leeds to pick up the package. The customer services assistant escalated the issue & ordered a depot search. They took my mobile number then I was then told that someone from the depot would contact me after they conducted the search. Through out that evening I checked the status of my package on the Yodel app & as late as 2100 it was still listed as at depot with an estimated delivery date of the 29th.

Now the next morning of the 30th of September I checked the Yodel app & guess what? Go on guess. No not figured it out yet, the status of my package had been changed to delivered. Annoyed by this I was straight back on the Yodel online chat asking why the status of my package had been changed from at depot to delivered after I had escalated the issue of my package being misplaced by the depot. After the app had crashed a couple of times when I tried to up load screen shots of the status of my package as of 2100 the day before I finally got some further clarification from a third customer services assistant that apparently the previous customer services assistant that had escalated my issue had done so to the wrong depot by the assistant I was now talking to had escalated the issue to the correct depot,(what a joke). I was not content with this as I wanted answers so I persisted & pressed by asking how come the status of my package had been changed from at depot to delivered over night after the matter had been raised as an issue & escalated, I went further to point out regardless of what depot the matter had been escalated to the issue had been raised yet the status of my package had been changed after the fact which in my opinion was false advertising & gives their customer my supplier the impression that the package has been delivered which is false & contrary to what had been clearly identified by two yodel Staff that the package was still at depot & subsequently misplaced. After further exchanges the assistant confirmed to me that the status change log showed it was changed at 10:00AM the morning of the 29th of September. I challenged this for obvious reasons as this was clearly wrong as the status & my visit to the depot & the whole debacle had occurred at 1400 the afternoon of the 29th. The assistant could not give me an answer then told me someone from the depot would call me & ended the chat with me.

I contacted Gearbest & notified them if the situation & made it clear that the package had not been delivered contrary to the change made to the package status.

I’ve had a reply from Gearbest as follows:

-We are sorry to hear you haven’t received your items yet. However according to the shipping website the package has been delivered.

In order to resolve this issue, please kindly confirm the following information: Please check with your neighbors and family whether they have collected the item for you. Thank you for your patience and assistance.

I can appreciate Gearbest’s stance because Yodel has muddied the water, so to speak by changing the package status to delivered. It is my personal opinion that Yodel have done this deliberately to try & shift liability. It is a deliberate act on Yodels part.

It’s Sunday now so there’s not much I can do now. I have reiterated to Gearbest no delivery has been made & I have directly accused Yodel of doing this to give Gearbest the impression the package has been delivered, but it most certainly has not. I will see what Monday the 2nd of October brings, but as it stands I’m without a camera & out of pocket to the tune of £200…

Apologies for the long drawn out account but I cannot understand how a package can come have way round the world, pass through multiple hands, make it to the Leeds depot then go missing in Leeds?!

Had a message from Gousto saying Yodel delivered my parcel but it has not been delivered.

Messaged Yodel customer team and they were unable to tell me why this happened. Said that they would try to redeliver again, whenever, they weren’t able to give me any sort of time. It’s 9:30 on and of course no parcel delivered.

Yodel call handlers are just that, unable to offer any insights into missing delivery, told me someone from depot would contact me, but no one followed up on this.

They were also not willing or able to tell me their complaints procedure. Both Gousto and Yodel equally incompetent. Do not deal with either.

Last year they delivered my parcel to the wrong address! They were adamant that they had delivered it and I had to contact the CEO to sort it out.

I’m now waiting delivery of a parcel from Virgin Media that was supposed to be delivered yesterday.

No updates, try to phone and you get a machine that cuts you off and try to use their online chat and they ignore you. Have they gone bust? Their customer service says they deserve it. No wonder the other delivery services have become so busy.

I would NEVER use Yodel from choice and believe Virgin are looking to change contacts (assuming they are still in business).

Waited all day for delivery. Using their tracker it said ‘1 stop before yours’. When I refreshed it, it said ‘Sorry we missed you, we’ve left you a calling card.

They never showed up. Never even got to my house before they gave up. Apparently delivery is just to hard because they just couldn’t be bothered to find my house.

I’m glad to hear that i’m not the only one that thinks this company is just a fucking joke , basically, i don’t have doorbell , which hey I get it is not the normal, but it is what it is , so call this woman to ask if i could get a phone call so I know when my parces is in my door and I don’t miss it , well apparently shes not allowed to call customers , SO I’M ALWAYS GONNA MISS MY FUCKING PARCEL, but the funniest bit is that if you miss it 3 times you have to go to Gatwick, that for me means to get a train, go to gatwick, to pick up my fucking parcel ?????? how come is that normal ?????? it is honestly ridiculous.

Bitiba purchase due to be delivered by yodel! Access reatricted, yet we live on the A38 and no closures, can’t find address the next day! Same as the day before or just google as on any internet device.

Finned off by the customer service (a joke name for the who gives a dam service) bitiba please change delivery providers or you WILL
LOSE MY CUSTOM

I am fed up of Yodel who have half my Viking stationery order somewhere. They do not deliver when they say they will and I don’t want to waste 2 hours on a round trip with waiting time, to their depot in Nantgarw.

Waiting half an hour + on the phone to get empty promises doesn’t appeal either.