Peter Handley's Blog Organic Search Engine Marketer, Portsmouth, Hampshire
  • Yodel Delivery Problems – Do I Really Want To Carry On Purchasing Online?

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    April 4th, 2012ismepetePersonal

    CONCLUSION (17/4/2012)
    Well, it seems that I won’t be getting my parcel… Yodel have now sent it back to the retailer, who in turn told me that they will issue a refund when they have received it. I have asked for an immediate refund, as its only been sent back to them as Yodel appear incapable of actually organising delivery of this item, but this is being ignored. Net result – I will actively avoid purchasing from websites that will deliver with Yodel only… An entirely unsatisfactory result for all parties, that has left a rather bad taste in the mouth really…

    So sad, as I really should be an evangelist for online purchasing.

    It seems to me, particularly in light of recent media reports claiming Yodel want more money from their retailers, that they built a business model around pitching themselves to retailers at a price that was never going to make them money, undercutting competition to win contracts and are now whining that they are not profitable. I would suggest that this was always going to be a recipe for disaster – and one that was never going to have customer service as a central tenet. Ah well, I’ll have to head in to town when I get a refund and look for some shoes there!

    ORIGINAL POST:
    If you’ve followed my Twitter stream over the last 10 days or so, you will no doubt have seen me moaning about Yodel Delivery Problems, and I am getting massively frustrated with the horrifically bad service (it can barely be called service really) that I have been receiving from them.

    I’m currently questioning if I actually want to purchase items online at the moment, as they have become the “cheap” courier of choice for the cheaper ends of the Internet.

    All I want is my parcel and Yodel have made me question whether or not I want to continue purchasing items online.

    I’m an online marketer, and have traditionally been an evangelist for all things ecommerce based. I find this a sad indictment of this company (who I know deliver for Amazon, a company that I have historically purchased from frequently and am questioning doing so again in the future). Does anyone know of a list of websites that use Yodel? As that is likely a list of websites that I will not be purchasing from again in the future!

    A lot of the rest of this blog is going to be quite ranty – you were warned!

    So, last Saturday (24th March) I purchased 3 pairs of shoes as well as some shorts ahead of my holiday next month from a sports retailer. Not a shop that I like to visit really, but they were cheap, they looked as if they’d look pretty good. I have a tendency to break shoes quite a lot, so I wanted to cover myself by purchasing a few different pairs.

    The retailer dispatched this pretty much immediately, and it was “out for delivery” on the Monday morning on the 26th. Great I thought as I would be in all day to take delivery.

    Waited around all day and nothing… No card, no attempt to deliver, no notification of it not being able to be delivered that day.

    I gave them the benefit of the doubt and waited around on Tuesday too, though was somewhat perturbed that the tracking didn’t budge from “Parcel returned to delivery depot – 26/03/12″. Frustratingly as of the morning of the 04/04/12 this hasn’t budged.

    By Wednesday I was starting to get a bit more irritated so I dropped Yodel an email before 7.30am, trying to find out what is going on (its seriously not easy to find a number on their website where you can actually speak to anyone). I asked, quite reasonably I thought:

    “I’ve noted… that these items were out for delivery on the 26th March – which I was present at my property all day for. Was a delivery attempt made?

    If so, why was there no card left behind? Also, why was this not taken out for delivery yesterday. Can you confirm to me when this is due to be delivered?

    I will be at my property all day today

    Thanks

    Pete”

    I got an auto-responder in return – and nothing back at all. I got busy and forgot about things until Friday, where I tried to call only to have to negotiate an auto-dialler. Seeing as dispatch hadn’t occurred that morning I looked to arrange delivery for Monday morning.

    I followed this up with an email where I was getting more frustrated at this lack of communication with Yodel:

    “I must start out by saying how frustrated I have been awaiting a delivery from Yodel this week…

    …did not leave the house on Monday – if a delivery attempt was made, it was not to this address, and no card or notification has been left. I would imagine your order tracking system would have some form of notification that a delivery attempt had been made within this, so had initially assumed that another delivery attempt would be made on the Tuesday.

    I checked again on Wednesday, and there had been no change to this status by the time my item left dispatch previously on the Monday. As a result, I used your web form to ask for further information and to ask if it would be delivered that day, or today being Friday.

    As I had heard nothing back from anyone at all, I phoned this morning and have arranged for delivery on Monday.

    Can you confirm that my delivery for the ***************** item will be delivered on Monday as I have just arranged via telephone?

    If you cannot confirm this, can I have details on your complaints procedure please?

    Thanks

    Peter”

    Of course, I got nothing back at all…

    So, come Monday morning, I was starting to lose my patience when I saw that the “redelivery” that I’d instructed them to perform was not happening. I started writing another email to them, when lo and behold I got a response, to the very first email I’d sent on the Wednesday 5 days before:

    “Dear Peter,

    Thank you for contacting Yodel.

    Our system shows that your parcel is located at our Southampton Service Centre.

    Your enquiry has now been forwarded to the Service Centre where arrangements will be made to deliver your parcel as soon as possible.

    Unfortunately at the minute wer are unable to advise you of a delivery date due to the Service Centre Experiencing operational issues.

    Please accept our apologises.”

    This infuriated me and I replied very quickly to this one – I started to get quite a lot snarkier, I won’t deny it, and I don’t envy the people that work in Yodel Customer Services.

    I ranted about response times being unacceptable and then pretty much wrote what I’ve written so far as this blog. This time I got a really speedy response “I do apologise for any inconvenience this has caused. We are currently investigating why you have not received your shipment.”

    I waited a few hours for them to not get back to me and then followed up with another email:

    “Clearly, there is no desire to be assisting me here, or communicating what might be happening with my package?

    6 hours further on, no change to order tracking.

    No notification that my item was not going to be delivered today as I’d arranged on Friday.

    No real communication as to what is happening, or when this is going to be resolved.

    When can I expect to receive these goods? Can someone call me to discuss these issues?

    I am bitterly disappointed in the service levels I am receiving from Yodel”

    In fairness, again, this time they responded pretty quickly:

    “Dear Sir,

    I can only apologise

    Southampton do have operational issues at present and we are trying to gain a resoloution for you

    We cannot pass on any more details than this at present as Southampton are doing all they can to try and receover these issues

    Sincere Apologies”

    I then reasonably asked “Has Southampton had “operational issues” for that entire time? I’m going to investigate with my social network connections if any others have had issues at that time, and I expect to be notified at the earliest opportunity as to when these issues will be resolved, and delivery can be arranged.”

    I did ask my social network, and frankly no one had a good word to say about Yodel, though I didn’t really find anyone else that was having specific delivery issues like me in this area.

    I left them alone for most of yesterday, and still heard nothing else, so come the evening emailed again asking a few pertinent questions:

    “Any news on when I might finally receive my item?

    Or when I can expect to find out when I might possibly receive this item?

    Are there still “operational difficulties” in Southampton?

    I will be in my property all day tomorrow, though cannot guarantee the same on Thursday.

    Do I need to do anything to facilitate receiving this delivery?

    If you cannot fulfil this delivery, at what stage can I get a refund?

    Can someone call me to explain quite what the hell is going on here?”

    I also asked how to complain – so if anyone wants Yodels complaints email address, here you go as the response I got was:

    “Thank you for contacting Yodel.

    We are currently investigating why you have not yet received your shipment.

    The email address for our complaints department is customercare@vx.yodel.co.uk if you would like to log a complaint.

    Please accept our apologies for the inconvenience caused.”

    So… what do Yodel do when they are investigating this? I suspect not a lot, in the hope that you will just leave them alone.

    Does anyone have anything good to say about Yodel? I’d experienced their delivery service in the past, and it was adequate but I never felt compelled to rant about it like I have done here (and like I did once with Royal Mail for an incident that seems like nothing in light of this).

    All I want is my parcel…

    So, here is my review of Yodel’s delivery service:

    A review of the service received by Yodel
    Well, so far, its been a terrible experience, the goods have not been delivered, communication has been terrible, and no timeframe has been given on when I can actually expect to see this arrive. Would advise steering away from them if you have any choice in the matter
    Yodel’s Delivery Service
    Date published: 04/04/2012
    1 / 5 stars

    As I said before, I’d love to hear about your experiences with Yodel – good or bad!

    Rant over for now – if you made it this far – well done!

    UPDATE 1 (11/04/2012):
    I’ve still not received my items, and Yodel continue to give me either stock answers that tell me nothing, or the silent treatment. I did however finally get a response from my retailer:

    “We are currently investigating this with Yodel for you.

    It seems that the Southampton service centre has been closed down and all parcels have been transferred to a new service centre in Southampton.

    This transfer has caused the extensive delays with delivering the parcel to you.

    Yodel have advised us that this parcel is being dealt with as quick as possible for you.

    Once we have an update on this matter we’ll be back in touch with you.”

    So, clearly, there was no chance of me actually receiving this over the last few weeks; as suspected the service centre has been closed. Why its taken 15 days for either the courier or the retailer to inform me of this however is another matter altogether. Frustratingly, I still have no idea when I will actually get these goods. I’ve asked at what stage I’ll be given a refund, although I really would rather receive the goods!

    UPDATE 2 (11/04/2012):
    Seconds after publishing this update, I got another response from Yodel:

    “We are unable to provide you with any further update on your parcel at the present time.
    Please contact your supplier who in turn will contact ourselves and initiate an investigation on your behalf.

    I apologise that we are unable to update you directly.

    Many apologies for any inconvenience this may have caused.”

    So, back to square one, with item very late… I am so tired of this!

    UPDATE 3 (11/04/2012):

    Another person replied to another email I’d sent to Yodel… mostly the same message as update 2, but with “I would advise your senders to put this on a trace/investigation as we have not had an upto date scan on this parcel as yet.”

    This suggests to me that they’ve lost this parcel now…….

    CONCLUSION REPEATED (17/4/2012)
    Well, it seems that I won’t be getting my parcel… Yodel have now sent it back to the retailer, who in turn told me that they will issue a refund when they have received it. I have asked for an immediate refund, as its only been sent back to them as Yodel appear incapable of actually organising delivery of this item, but this is being ignored. Net result – I will avoid buying anything from the retailer ever again, and will actively avoid purchasing from websites that will deliver with Yodel only… An entirely unsatisfactory result for all parties, that has left a rather bad taste in the mouth really…

    So sad, as I really should be an evangelist for online purchasing.

    It seems to me, particularly in light of recent media reports claiming Yodel want more money from their retailers, that they built a business model around pitching themselves to retailers at a price that was never going to make them money, undercutting competition to win contracts and are now whining that they are not profitable. I would suggest that this was always going to be a recipe for disaster – and one that was never going to have customer service as a central tenet. Ah well, I’ll have to head in to town when I get a refund and look for some shoes there!

    ismepete (29 Posts)

    I'm an online marketer, specialising in Search Engine Optimisation (SEO). I write for theMediaFlow Search Engine Marketing blog, write my own personal blog covering online marketing and what's going on in my life and manage and contribute to a food blog.


  • http://www.facebook.com/AdamVJ Aleksandar Adam Vjestica

    I completely agree that Yodel is a shambles of a delivery service. I’ve been affected by an eerily similar situation too. I sent off an item for repair with Royal Mail and it arrived at the repair depot within three days; the standard time you’d expect for a normal delivery. 
    I was happy to hear that after three days my repair was complete. I was then informed that my item had been despatched and would be with me shortly. Now everyone’s definition of “shortly” will vary, but I’m a pretty patient guy, so I gave it about a week (generous I know). Sadly, three weeks later, my product had yet to arrive. 

    Understandably I was slightly aggrieved, so I rang up the company who had efficiently dealt with my repair. Amazingly they informed me that my product had apparently ended up back at the depot in Coventry although they couldn’t understand why when I had told them that no card had been left, no attempt had been made and no phone call was made either. Which begs the question, is it Yodel’s slack-jawed delivery men who simply dismiss their delivery obligations, or is it a problem which runs deeper into this clearly, poorly run company. A monkey would have the common courtesy to inform someone that their parcel was actually back AT THEIR DEPOT. But no, it’s not their problem right? 

    Needless to say, another delivery has been scheduled so I’m awaiting another phantom delivery from these amateurs. In my experience Royal Mail, Parcel Force and TNT are the only delivery firms who seem competent. DPD, City Link (Or Sh*tty Link as I have aptly named them) and now Yodel are about as useful as a chocolate fireguard. My next rant will be for the unfortunate customer servicer operator who picks up my phone call should the product fail to arrive. Please record my call, because I’m sure you’ll be needing it for training purposes to deal with all your complaints. 

  • http://twitter.com/SEMantiks Shaun Causer

    Sorry you’ve had such a sh*t experience.

    I had a similar problem with DPD a while back. Package was returned to depot with no attempt to deliver. I emailed the retailer directly instead of DPD and it seemed to work better.

    I told them about my dissatisfaction with DPD and as a consequence I wouldn’t buy from them again as I didn’t trust their courier service and would advise others to do so.

    They replied in good time apologising and offered to send via alternative courier, saying that If I didn’t claim my package from DPD it would return to sender so they were covered.

    They were thankful I’d told them of our my issues directly instead of the courier and said they’d be looking at procurement in the near future. I guess unless people do that the retailers won’t know of the problems people are having.

    Maybe its worth a punt.

  • http://twitter.com/jonhudghton Jon Hudghton

    They are terrible Pete; I can say this from a retailer point of view as well. I work in e-commerce for a clothing company and we send thousands of packages a month; we trailed Yodel last year for the same reason Amazon etc use them – they really are dirt, dirt cheap.

    Unfortunately the service is not good, and not only for the end user. Our own customer service teams had an absolute nightmare trying to get through to sort out issues – they refuse to give out direct depot numbers and our guys were often on hold for ages on their main call centre line trying to resolve customer complaints. Also, from a technical point of view which is something I oversee, their software and systems are crap.

    In the end despite the price savings we didn’t go forward with them due to the above and an increase in customer complaints, so we stuck with Interlink Express (DPD) who are much better. I know no courier is perfect but we have very few issues with them to be honest considering the volume we send. And if there are any issues, our team can sort them out without any issues. Also, they send all customers a 1 hour time slot on the day of delivery and generally stick to it which goes down very well.

    I guess like anything in life, you get what you pay for; we’d be saving thousands and thousands a year if we had switched to Yodel, but it’s just not worth pissing off that many customers! I wish more other businesses would take the same approach to be honest (I too have had Yodel and City link issues myself for my own purchases).

    A site where you can type in an online retailer and see which courier they use sounds like a good idea as well, I might have to have a think about that one :)

    Hope you get your parcel in the end anyway! :)

  • http://www.themediaflow.com/ Peter Handley

    I wish this comment surprised me, but it really does not sadly… It seems to me at the moment that neither the retailer or the courier care that much about this, hence me wanting to vent my frustrations here.

    Re a site for who delivers for who, I guess it would need to be balanced, as plenty of them use multiple couriers.

    No further updates just yet – I’m going to continue hounding them until I get my goods (retailer and courier now!) 

  • http://www.themediaflow.com/ Peter Handley

    I sadly haven’t had any response at all from the retailer so far, though I have reserved most of my ire for Yodel thus far.

    I can’t believe that these retailers are unaware of Yodels problems. I just wish it would get to a point where I can actually be given an ETA of when I can receive these goods.

    I can understand that a distributor may have issues with a depot at a specific time. However, retailer and courier have my phone number and email address.

    If they had communicated effectively there was an issue, what they were trying to do to resolve it and when I might receive my goods, I’d no doubt be slightly annoyed but not tearing my hair out crazy about it as I am at present

  • http://www.themediaflow.com/ Peter Handley

    I wish I could find a phone number or they would call me as I requested to discuss this further… I am getting so pissed off with just getting fobbed off with stock responses, hollow apologies and still no fricking ETA on when these items will turn up!

  • Jacob Old

    Sounds like a nightmare Pete!

    I don’t think ‘not buying online’ to a lesser or greater extent will really be feasible as more and more business moves that way however things which make the service experience more pleasant will become increasingly more important and a great way of differentiating between retailers.  Better deliveries, simpler and quicker communications, easier returns etc must start to matter over just the price of the product (although that’s a biggie too).

    Hope you get sorted

  • http://www.themediaflow.com/ Peter Handley

    true – the problem for me, particularly at the cheaper end of the market, is that is can be quite difficult to see who is going to be delivering these products.

    If this delivery had been messed up by Royal Mail, I could go to the local depot and collect them. However Yodel don’t publicise the location of their “local” centre and even more frustratingly, even if they did its in another nearby city.

    The more things move online, the better distribution networks are going to have to be to cope with these, and I don’t think the mechanisms are there at the moment!

  • http://twitter.com/supaswag Ingo Bousa

    How can you expect anything from a company called ‘Yodel’ in the first place?

    http://www.youtube.com/watch?v=67rc96joOz8 

  • http://www.themediaflow.com/ Peter Handley

    LOL, that made me laugh… if only I had a choice, I wouldn’t *have* to expect anything… but it seems that most retailers that distribute with Yodel are wise enough not to mention that before you purchase anything! 

  • Jacob Old

    Down this way, couriers don’t seem to be setup to allow people popping in to pick up (have experience of that with DPD and DHL).  Going down to the sorting office for Royal Mail parcels is an option though and I’ve done that a few times – much more convenient than waiting around sometimes.

    I think Royal Mail (Post Office, Consignia et al) really missed an opportunity a few years ago.  Rather than gently decaying, losing services and clinging on to the past model which had stopped really working for them in the 80′s, they should have developed two things: an online payment processing business and a straightforward Internet driven small package delivery service.  There was an opportunity there to have snuck in between PayPal and traditional couriers and the trusted brand name would have done them great favours.
    Still, it does mean that order fulfilment is an important area of competition between online retailers.  I definitely stick with companies who get that right and shop around if not.  Let’s hope there’s more transparency in which courier people are using and their performance.  Maybe merchant reviews/review sites are the best forum for that?

  • Dianne

    I’m having the same problems.  All I get from Yodel is that they are experiencing Operational problems and they will deliver my parcel as soon as possible.  When asked what the ‘Operational Difficulties’ are, they can’t tell me.  My parcel has been stuck at their Southampton depot since Wednesday 28th March and they can’t reassure me today that I will receive it any time soon.  I do wonder whether all their staff are on strike or whether all their vans have been repossessed, what other explanation could there be for non-delivery?  What a mess!.  This is the telephone number I’ve been using for Yodel 0845 602 8086 (given to me by the ‘up market’ retailer where I purchased my goods), but its not direct to the Southampton Depot. 

  • http://www.themediaflow.com/ Peter Handley

    Thanks for that Dianne. I might have a look at say no to 0870 as well to find a number that won’t cost me 10p+ a minute too…

    I just wish they would communicate more effectively if they truly cannot deliver at the moment… I’d take that over just fudging a rather rubbish response.

    I’ve actually found the retailer rather unhelpful today too, basically saying, sort it out with the Courier… grrrrr………

  • http://www.facebook.com/people/Ruth-Strugnell/608771883 Ruth Strugnell

    I have only had problems with Yodel – have paid for next day delivery and not got it etc. However my favourite is coming home to a card telling us they have left a parcel in our back garden. We live in an upstairs flat with no garden. Turned out they had wandered to the back of the building and thrown the package over a 2 metre high fence. They must have thrown it as there isn’t space to put something underneath and the neighbour the garden belonged to was on holiday and had left it securely locked! Amazon had to send a replacement. 

    They have also left parcels in our recycling box outside the front door. On one occasion they left a 1 meter high parcel under our upturned box, which is only 40cm deep (looked ridiculous, so wish I’d taken a photo) and also just in the recycling box, clearly visible to anyone who comes to the front door.

    The only positive thing I would say is that Amazon have been helpful about it – on the last occasion they contacted Yodel for me to sort it out and arranged for the parcel to be returned to them and refunded my money so I could buy from another website. (Worth noting that it took nearly 2 weeks for Yodel to get round to moving the parcel from their delivery office back to Amazon as well.)

    I am increasingly reluctant to use Amazon because of the risk that something will be delivered through Yodel. They always reply to complaints with a standard response that they can’t let customers choose the carrier, and that they constantly review contracts with carriers based on feedback from customers, but I don’t suppose anything will change unless it affects their profits as Yodel’s selling point must be its low cost.

  • Dewi Jones

    have a look what problems Southampton drivers have to put up with. register first to read the forum thread http://bit.ly/HgsDTw

  • http://www.themediaflow.com/ Peter Handley

    I’m not that keen on the idea of giving out my email address to a forum I know nothing about. 

    To be honest with you, I don’t know anything about the drivers, and have sympathy for the customer service staff. I guess that extends to the drivers too, who are no doubt overworked to keep the service on cost.

    Frankly though, this is a HDNL/yodel Corporate Organisational problem – I am most frustrated at the lack of communication over these issues than the things not being
    delivered – and the complete lack of anything useful in terms of a timeframe for when I can expect to receive these goods, that I have paid for.

    If they’d told me that there were problems and delays, I likely wouldn’t have been
    happy but wouldnt have written this post.

    I would quite like my parcel though ;-)

  • threadbear

    Hi – we are one of the companies that use yodel to ship our orders and have used them since before they morphed from dhl into yodel for about 4 years now.  During this time they have been very reliable and with the very odd exception deliveries have been made next day even though we pay for 2 day service.  But like all good things the bubble had to burst and sadly we found out 2-3 months ago that our local depot in eastleigh was closing and moving to fareham.  we had a feeling things were going to go bad after talking with some of the local branch staff – they were probably miffed about the extra 20 mile traveling they’d have to do.  anyway come the end of march and the depot shut down, since then we have had 2 lost shipments (eventually found and delivered 5 days later) and 1 failed collection.  we have now been told that the fareham depot has been closed until tuesday 10th due to severe operational issues, so if you’ve ordered anything thats edible don’t plan on eating it when it finally arrives.  we’re now having to look for a new carrier and may even have to resort to the royal mail – heaven help us!

  • http://www.themediaflow.com/ Peter Handley

    Thanks for the comment Dave – I’ve removed some of the details you gave, as I wasnt sure you wanted to really be giving away your home and email address so openly.

  • Wildfirer

    LOST IN SOUTHAMPTON. Today’s date is 5 April 2012. I ordered some items from Ebay on 17 March 2012 which were sent using YODEL on 19 March 2012. They arrived at the Southampton depot over a week ago and still no delivery for ‘operational reasons’. A request to collect (I live in Southampton) has been declined by YODEL. Absolutely hopeless carrier.

  • http://www.facebook.com/rhyswynne Rhys Wynne

    I know you’re not surprised, but you’re not the only one. Brewdog had something similar – http://www.brewdog.com/blog-article/online-shop-statement

  • CT

    Hi. I’ve complained 2 my colleagues re awful Yodel! Work on bay receive/process orders 4 shop, & everyday boxes r AWOL! 3 not 4, 10/12 etc or boxes 4 IOW, not Soton! Had em deliver by private car, not co van! Some Orders arrive from 3 diff drops/drivers! Some of AWOL boxes have never turned up! Awful awful awful!

  • Htrivass007

    As a member of a  Customer Services team for a small Educational Supplies Mail Order Company who uses Yodel, I completely sympathise with all people who use Yodel (whether they are the retailer or the customers). I have NO END of trouble contacting Yodel.

    We do have some Depot Numbers but they never answer (I left it ringing and holding for 3/4 hr not long ago just to see how long it took someone to answer! I think it would have gone on longer if I hadn’t had to go home.). We have ways of contacting depots via E-mail, all you get is the automated “Thank you for contacting Yodel” e-mail and no more. You call the customer services number, they have no idea what is going on, you try to complain and you have to e-mail them, to which they do not respond. Drivers do not call customers to advise delivery times (as they don’t have company mobiles so won’t spend their own money), they say they attempt deliveries and don’t, they say they leave cards and they don’t, they leave parcels in unsecure porches, they throw parcels over fences and walls, they mis-deliver parcels then take nearly 2 months to collect it (that was a nightmare!). When you file a claim for a lost parcel, the process last time took me 6 months and then refused to pay because of delay in logging the original claim (which was Yodels fault but I had lost the will to keep fighting at that point!) In the last 6 months our areas sales manager has changed 7 times!!

    Unfortunately, the only way the retailers know of problems with their couriers is when customers complain. In this current economic climate, price is everything. For our small company, changing to a more expensive courier, would mean the price of our goods would have to be increased (we work on such tight margins) which means we may price ourselves out of business. However, if our courier is so bad and customer don’t come back, we loose business that way! It is a very fine line and luckily the decision about couriers isn’t mine!

    The thing is, they were much better when they were DHL so I think this is just that Yodel (as a company) are crap! We tried UPS a while ago, and they were much better but about 3x as expensive so unfortunately we couldn’t go with them. We will soon be trying out DPD and FedEx but again, I think their prices will be too high. I think we will be stuck with Yodel for a while.

  • Helen

    Nothing has ever arrived on time with Yodel and, in fact, before I place any order, I ask the company if they use Yodel, if they do, I politely decline to take the sale any further and go elsewhere – sometimes into an actual shop!

  • victoria

    i ordered a pair of jeans from my catalogue on Sunday which was to be delivered by today 12/04/2012 by the latest date, it says on the tracking that my item was recieved at yodel southampton 10/04/2012 but I have not recieved my parcel today, usually I recieve parcels on the next working day from my catalogue ~ Littlewoods.

    after reading your blog I do not hold out much hope on receiving my parcel tomorrow either :(

  • http://www.themediaflow.com/ Peter Handley

    I hope you have better luck than me Victoria. I still have no idea if I’ll ever get this parcel!

  • Simonrnewsham

    I placed an order for cricket shoes from Amazon on March 28, the seller was Sports Direct. Delivery was promised on 4 April, the parcel tracking says delivery was ‘attempted’ on April 5. Well if it was, surely a card would have left for me to rearrange delivery? It’s now April 13 and after two emails to the seller and Yodel I still haven’t received my order. Utter garbage, how difficult can it be to bring a parcel from Fareham to Southsea?

  • http://www.themediaflow.com/ Peter Handley

    Very difficult it seems :-(

  • Tim Roll-Pickering

     It’s not entirely clear that they have completely changed the name – the exact use of “HDNL” and “Yodel” leaves me confused, but the HDNL side of things is definitely still visible. And frankly that compounds their mess – if you’re going to call your company “Home Delivery” then it should have a decent strategy for delivering to homes – to name just two they need to be better at delivering to flats, and they should open their depots at weekends, when people are most able to collect missed parcels. (I’m particularly annoyed as my most recent purchase that came via them had shipping options that implied Royal Mail, so I selected those on that basis because RM always either get the goods into my hands or leave a card to be taken to a depot literally just round the corner. HDNL/Yodel frequently don’t bother attempting entry to the building, and their depot is not within walking distance.)

  • Lief Alone

    We have had exactly the same problem. The service is appalling and I would never use them again. They don’t call when they say they will – this is if you actually get through and they don’t hang up up on you. 

  • Alig6162

    i am going throught this same process right now , and im discusted , are there any numbers i could call sick of this email crap

  • http://www.themediaflow.com/ Peter Handley

    I never managed to speak to anyone in the end. I’d suggest you speak to the company you purchased the goods from – I suspect they will have some ability to contact them (maybe, hopefully)

  • Msjdlowe

    Well looks like they have not changed their ways it’s happening to me, my parcel is out with driver since yesterday. Yodel given me drivers number to contact him. Wow

  • http://www.themediaflow.com/ Peter Handley

    I wish I was surprised by this… I am surprised you got the drivers number! Best of luck getting your delivery

  • Nicky Hamlyn

    I am right now having a horrendous Yodel experience. I bought an item from The Guardian newspaper’s offers department. I have told Yodel that I will be contacting the Guardian’s consumer department and giving them some bad publicity. I also asked them for a refund for the 10p per minute phone calls, where they keep you waiting for ages. Maybe that’s how they make their money?

  • http://www.themediaflow.com/ Peter Handley

    From what I’ve read, and I have no idea of how true it is, they aren’t exactly making huge profits
    Since this debacle, I’ve fortunately not ordered anything that they would deliver and will continue to avoid having to encounter them again if I can help it!

  • Tony

    Yes Yodel are the pits.

    Yodels website tracking info

    Delivery on or before Friday 15th June 2012
    Parcel loaded on van at 8.39
    Parcel in Depot 16.52

    No attempt had been made to deliver the package, the driver simply took it back to the depot.
    Saturday 16th June I turn up at the customer service desk (seriuosly they call it customer service) only to be told the driver attempted to deliver it but there was no one to receive the parcel.
    NO this is a business address and I was there personally from 07.30
    Well the drivers logs states NO ACCESS
    Realy, well would you like to come and view our CCTV system which records 24//7
    Here is our head office number if you want to raise a complaint 0151-477-2705
    I tried calling but no one available please leave a message
    The YODEL/HDN depot is withing walkin distance of my office.

  • Andymcgillray

    hi just read all your article i am going through it with them just now said my parcel was despatched on 11/6/12 tryed tracking it that was a waste of time sayed not regognised i have just spoken to someone and thay said i will get my parcel tomorrow the only thing up with that is i had spent £107 on the goods from sports direct for my grandsons birthday which by the way was on saturday so we had a very sad boy and it cost us more as we had to buy him other things so i to will be giving online shoping a miss from now on.ps just have to wait and see how much telephone call cost as thay kept me hanging on for nearly 20mins before someone spoke to me.

  • Guest

    Searching yodel complaints, your blog popped up…

    I’ve been having major problems with them in the last few weeks too. Ordered a canvas from Photobox as they were doing a special offer. Yodel tries to deliver, I’m not in, they leave a card outside of my flats upon which it says the parcel has been left in a “safe place”, I go all round the outside of the building looking for it, even checking the wheelie bins in the bin cupboard out the back…no joy. Start to panic thinking it’s been stolen, phone yodel (£3 on mobile) to be told it’s been sent back to the supplier….after one delivery attempt!

    Contacted Photobox who said they would send it straight back out…they didn’t. Re-contacted them and they finally sent it back out, only to come home today (only got the email from photobox late last night!) to find another yodel card outside with “please call me to redeliver your parcel” ticked on the front and where the number should be on the back….”Gone back”, so I assume they have yet again sent it back to photobox after only one delivery attempt.

    I’m livid, photobox can either use RM to send it out again or just refund me and I will be avoiding anyone that uses Yodel now. What annoys me even more is they have always been fine in the past, I’m guessing my area driver has left as he used to be great.

  • gin

    yodel is useless told them to send the parcel back coz i got fed up of them not delivering my parcel from sports direct have given up emailing them coz i got no response have rung them three times with no help from their staff and a fiver added on to the phone bill as well monkeys could run the company better

  • mr jolly

    YODEL –  AMATEURS AND LIARS , Avoid at all costs.

  • Svbjhj

    i feel like slapping the mofos at yodel

  • Ellijay

    I am expecting a delivery from DPD today, earlier on between 11am and 12 am I noticed a Yodel van draw up outside my house in Cosham. Anticipating a knock I opened the door but the van driver pulled away. What was he up to??

  • http://www.themediaflow.com/ Peter Handley

    :-) who knows! Hope you got your parcel, not ha any issues with DPD for a couple of recent deliveries. In fact they all arrived in their allotted times!

  • John Heppenstall

    Yodel, absolute rubbish, bought a Mattress of Amazon 7 days ago still not got it, Tried to get in touch with Yodel cost me £9.50 on my mobile, same old story when you ring, due to high volume of calls it will be 10mins till we answer, doesn’t matter when you ring same old 10mins, promised to send goods out, stayed in all day, nothing, e-mail complaint, nothing back, phone again, promise to send goods out, stay in all day, nothing. Phoned the company I bought the mattress off and told them to cancel the order and asked for full re-fund all due to rubbish service Yodel provide. I will never order anything again if Yodel are the courier provider, they must cost their clients thousands of pounds due to cancelled orders

  • Spurs57

    I had acollection of a heavy parcel the driver took it to his van and drove off and did leave a receipt my parcel has gone missing the next day I came home to find my new iphone left in a rubbish bin full of rotten waste i have complained to yodel with no response, I can pick the driver and van out so will report the theft to the police.

  • Keving78

    Just sent this to littlewoods> 
    Hi,I would like to thank you for your email today stating that i have £7387.17 left to spend on my account. At the moment we are in no need of making an order. However if i was and perhaps in the future to make orders i have decided not to shop with business that use yodel as there delivery company. There for i would like to ask if in future i was willing to make an order would it be possible to request for an alternative courier company? I believe at moment there are many people who are concerned with yodel making delivery’s and have heard that a list being formed of company’s that use yodel and customers are  being advised to steer clear of company’s that use them. As you will see i have been a long sanding customer with littlewoods and this is a shame if i have to shop else where.That said its better to shop with companies that care about there customers delivery’s don’t you think.Kind Regardskevin

    Perhaps if there customers take notice then they might sort the company out. I wouldn’t want to loose customers would you.

  • http://www.themediaflow.com/ Peter Handley

    I could be thoroughly wrong here, but I thought HDN and yodel sprang from littlewoods back in the day. If so, it’s unlikely they’ll use anyone else I’m afraid :-(

  • http://twitter.com/idea15webdesign Heather Burns

    I am the proud owner of a free blouse thanks to Yodel. I ordered it from Littlewoods, who deliver by Yodel now. It arrived rather late, delivered by a Yodel driver who was yammering to a mate while she came to my door. At 9 PM that evening I received an automated call from Littlewoods acknowledging the return of my parcel. By that point I was wearing the blouse. I logged in to my Littlewoods account, and surely enough, the blouse had been marked as returned. My account balance had been corrected to zero.

    Thanks, Yodel!

  • http://www.themediaflow.com/ Peter Handley

    Happy to hear someone wins out of this :-)

  • Shats1959

    I as a yodel courier am disappointed that this as happened, I collect my deliveries Monday to Saturday and do my upmost to deliver every parcel. If the customer is out I try a neighbour or two or three. Generally my customers are very happy with the deliveries telling me that they had only ordered them the evening before. I do feels that we generally only complain it would be nice for people to give us some good reviews, people where are you who are satisfied with our overall service give us a big shout cheers Sharon