Ladies and jelly-babies! Behold the most useless, remarkably horrifying couriers I have ever come…read moreacross!
Once known as Home Delivery Network Ltd, this company underwent a re-brand after being slammed left and right on internet and by the media (Watchdog did an exposé in 2010). It is now known as Yodel: new name, same old crap! Behold my tale of woe... (Apolgies in advance, this review has turned out to be really long.)
I've been a loyal Amazon customer since 2006. I've never had any problems, not from Amazon or its Marketplace sellers until now. I'd ordered a particular kind of modelling clay from a retailer in the US on 22/08/12. My seller dispatched from her side of the world using Global Mail, and DHL was to pick up on this side... except they don't deal with Global Mail packages, they turf it over to their partner company Yodel.
Now, I was told to expect that delivery could take until 24/09/12 to arrive because it was coming from overseas, so I waited patiently for it to arrive. The 24th came and went, and still no package. So, I contacted the seller to let her know I hadn't received my package. Imagine my surprise when Yodel reported to her that the item was delivered on 30/08/12!!! So I checked my designated safe place, and there's nothing there (not surprising really, as this item needed a signature), asked all my neighbours, who are usually very prompt at handing over anything they received for me, and big surprise... they don't have it either. So I called DHL, who explained to me that their partner company was responsible, and gave me Yodel's contact number and the partner reference number.
The first time I called, I got through to a rather vacuous young woman who said: "I can't help you, our systems are down at the moment." No apology, no offer of further assistance, only silence. So after a few moments, I ask her to take my details and have someone call me back when the systems were working again. She takes my details, and promises me a call back the next morning, followed with a short "will that be all?" Telephone manner leaves much to be desired, and as someone who has worked in many call centres over the years, I was appalled.
Next morning, I receive no call. I try to get through to them on their premium business number using my mobile phone on my lunch break. After 30 minutes of brain meltingly awful hold music, nobody had picked up and I had to go back to my desk. I tried calling again after I'd left work on my way to a friend's house. 45 minutes of the same brain beating music, still nobody picked up. I was unable to try again until the next morning, when I called as soon as the line opened at 8am, and I finally manage to raise a dispute. Thankfully, the fellow I spoke to was courteous and helpful, and asked me a series of questions. He informed me that they would interview the driver, and I'd be contacted within 48 hours. I was happy with this, until 5 minutes later I received a call back from a woman who said: "You can't raise a dispute over 2 weeks after delivery, the driver won't remember it." Even had I called them on 24/09/12 when I was told to expect my package, it would still have been 2 weeks after. I explained this, and was basically stonewalled. Furthermore, when I asked for the signature that was taken to prove that it was in fact delivered, they refused saying only the sender has the right to that information. They did say it was signed by a mysterious 'N.W', though. They told me they wouldn't deal with me anymore, and I'd have to get in touch with the seller.
Who knows who has my parcel? Or if anyone has my parcel? Luckily, the seller I was dealing with was kind enough to give me a swift refund. I feel sorry for her that this company may be damaging her reputation, especially when she didn't trust the package to this company in the first place.
On a side note, Yodel's contact number is nigh on impossible to find online, and according to other sources they don't answer their emails. Contact is a chore, and disputes are made difficult. You only need to google them to encounter a wall of internet outrage and horror stories that make mine look like a picnic. Some simply beggar belief, and are worth the read for entertainment value. This company is best avoided, boycotted, and the more people who know about it the better. Amazon users are encouraging people to cancel their orders if they find out Yodel will be delivering, or not delivering as the case may be.
Avoid and spread the word!
