From Yodel website: Yodel Your Delivery Your Call…….We're here to listen. Becoming your ideal partner for delivery means continually making changes to the way we operate. It means listening to you, understanding your needs and truly embracing customer service as our primary focus.
Can you please explain to me why we still have not received our delivery?
Spoke to 13 Yodel Representatives, 6 reference number/codes and 1 email ....Still no parcels to be seen or any sign of delivery……our story begins. We placed an order with www.made.com on 1st December 2011. Few emails to and from www.made.com they inform us their delivery partner is Yodel and to expect delivery from 20th Dec 2011.
20/12/11 - Telephone Yodel –To inform them of instruction for delivery they would need to press intercom to get access to our premises they noted these details along with two contact numbers for me and parcel will be delivered tomorrow.
21/12/11 – Email from Yodel with tracking details. Check details online.
21/12/11 - Telephone Yodel – They informed me that would not be delivered today, due to parcels too big and need larger transport to deliver our items. Gave instructions again and two contact numbers to contact me.
22/12/11 – Telephone Yodel – They inform me that our delivery is a two man job and that they did not have the resources available today to deliver. Delivery would be for tomorrow. Confirm instructions again and was assured they are noted. Check details on line through-out the day.
23/12/11 – Telephone Yodel – On the telephone all morning finally when I do get to speak to a representative from Yodel was informed delivery is happen today. I gave instructions for driver again and two contact numbers to contact me if necessary. Ask if they can inform me of estimated time of arrival and was informed no. I said I would wait for the delivery. I ask for the service centre phone number so I can speak to someone directly at the centre. They gave me a number: 0844 248 0515 try this number several times as just kept ring out and disconnecting. Search internet for alternative numbers 01708 374240 spoke to Michaela at Romford but very polite and helpful. She informed me that they have codes for each depot, this is not one of codes they do not have this type of delivery would need to ring the main number and speak to Yodel customer service rep. Continue to try main number and just kept ringing out.
23/12/11 – We had a delivery from another company at 12noon.
23/12/11 – Telephone Yodel at 12:50noon just ringing and ringing. While on the telephone, I check the tracking online at 13.09. There is an update online23rd December 2011 at 13:08 “No One to receive card Left “. No-one even buzzes the intercom. My colleague ran outside to see if he could see the driver or van at the end of the road and no sign of anyone or vehicle? I am still on the phone to Yodel representative, I ask can you ask the driver to come back and we take the delivery. Not able to as they are not able to contact the driver. No mobile phones are issued to drivers. They would have to wait for driver to return to the service centre. Also at this time of year, they have a lot of temporary drivers. I expressed to them that they are logistic company and that this is the service they provide, this is your business to deliver parcels and you not able to contact drivers in this day and age. I expressed my concern about the interiority of their temporary drivers. That the driver is a liar and if he did he did not press intercom to gain entrance. The representative assured me that our parcel would be return to service centre and best they can do is re-book this delivery for another date. I offered to come into our office if they can guarantee delivery for 30th or 31st December 2011, I would come into the office if required. I was informed they may not have resources to meet these dates. If I book it for the 3rd January 2012 would they be able to delivery. I was informed yes between the hours of 9am till 5pm. They apologised and assured me that delivery would happen.
30/12/11 – Checked online and there was no updates. I called Yodel was informed that online updates may take longer due to Christmas Holidays. Ask can they check my delivery has been booked they assured me we would have delivery on 3rd January 2012 between 9am and 5pm.
3/01/12 – 9am called Yodel to confirm delivery today, as checked online and no updates still. Spoke to a representative from Yodel. They inform me we would have our delivery sent out tomorrow they have sent a contact request to the Yodel Enfield Service Centre and I should check online or call to get more information later after 10am. Ask can someone call me back? Answer no, informed me no outgoing calls allowed. I said I would call back around 10:30am to get an update, as online seems to NOT to be correct with updates.
3/01/12 – 10:30am Called Yodel they informed they have not heard from the service centre. They will send another message. I ask can they give me a non-premium rate phone number to call back on 0844 515 7609 and 0844 348 0515. As this exercise is starting to become expensive keep calling. I also ask can I speak to a team leader or manager as I really do need this situation to be resolved.
3/01/12 – Email to www.made.com to explain delivery problems, as no phone to contact them directly.
3/01/12 – 12:30noon Called back on 0844 515 7609 and 0844 348 051 both numbers not in use. Call the main number back. They still heard anything from the service centre not sure if the driver has the delivery or the service centre???? Ask to speak to the manager or team leader again or can someone call me back? Ask again when we would get our delivery. Was told hopefully tomorrow they would get a team leader to call me back.
3/01/12 – 15:30 Called back as no representative from Yodel has called me back, yet given another reference code and still no answers available to me. Ask again for manager to call me back. I want to resolve this issue. No communication from Yodel!
3/01/12 – 16:22 Email from www.made.com to apologise for this unacceptable service that you have received from our delivery partners. I can confirm that I have now re-arranged the delivery of these items for Friday. I do hope this helps and I can only apologise once more.
4/01/12 – 9:46am Called Yodel as they still not call me. Spoke to Stephanie representative from Yodel again expressed my disappointment and discuss about this situation. Ask can I speak to manager after being on hold. Spoke to Leighton explain again, now they are going to investigate further gave him some of the reference numbers I have and he going to look into. He also gave me his manager name Joanne. Then next to log my complaint and investigation as they do not know where the parcel is and have no scan the parcels since 23rd December 2011. The investigation normal it takes 24hours to 48 hours to action, but he will try action earlier.
4/01/12 – 11am Call from Sarah whom trace agent who was really quiet rude considering the situation. She informed me that she called yesterday and left message for Ivan Imhoff, as I explain from the very beginning of delivery of this parcel saga he is MD and on holiday has been since 17th Dec till 9th Jan 12. Sarah informed me she has left a message for him on his mobile. I informed Sarah that I have been the point of contact all throughout this process and left two contact numbers every time I called Yodel to contact me on either number. I gave a description our delivery 2 chairs, black leather with studs and circular. I am not sure if they be pack into a box or not would need to contact www.made.com. I am sure they would be large items of height 2ft by width 1ft at least as they are chairs would be large items. Sarah informed me they will now investigate and let me know.
4/01/12 – 2pm no current updates?
Yodel online tracking for our delivery
Description Date Time
No One To Receive Card Left (ENFIELD SERVICE CENTRE) 23rd Dec 2011 13:08
Out for delivery (ENFIELD SERVICE CENTRE) 23rd Dec 2011 08:11
In transit but possible delay (ENFIELD SERVICE CENTRE) 22nd Dec 2011 11:48
Re-routed to another courier (ENFIELD SERVICE CENTRE) 20th Dec 2011 22:59
Arrived At Depot (ENFIELD SERVICE CENTRE) 20th Dec 2011 22:58
Parcel data received awaiting coll. (COLCHESTER SERVICE CENTRE) 19th Dec 2011 00:00
Spoke to 13 representatives at Yodel, 6 reference codes and 1 email. Still no parcels to be seen or any sign of delivery……. No real customer service, no compensation offered, no refund on the cost of phones calls and that not including the man hours wasted on this on-going saga…… not forgetting my patience and sanity to explain each time to each individual my situation.
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