Terrible service, poorly trained staff, appalling communication, irresponsible
This is by far the worst experience I have had with any delivery companies in the UK. Bell never rang, call card not left, promises are false, and at the end, order never received.
It started with a failed delivery last Thursday, supposedly a card had been left upon that failed deliver (which we never received). We contacted them via the online chat as soon as we were notified of that, to arrange for a pick up from their Vauxhall depot on Saturday morning. All was well and good at that point.
On Saturday morning, we went to the online chat again to double check to make sure the parcel would be at the depot, and that the depot was open at 8.30am for us to pick up our order early in the day. We were then advised on that chat session that the parcel had been mistakenly loaded into a van for delivery, and that we would have to wait at home for the parcel as it would not be possible for us to pick up our order within that same day. Fine, we were not happy but we could live with that. I cancelled two appointments and stayed at home, but nothing came until 1.30pm. I then went to their online chat again, and was told that, contrary to what they told us in the morning, the parcel had actually been taken off the van and left at the depot (which closed at 12.00pm). The end result of all that was that we could only reschedule a redelivery for Monday.
At that point, I requested for the delivery address to be changed to an office address so it can be received during working hours on Monday (which I now know is not feasible, but none of the staff said so on Saturday). They confirmed on the chat session that it would be delivered on Monday, to my wife’s office address.
Then Monday came, no parcel was received at the office, and we received another email stating a delivery attempt had failed again. Of course we went on to speak to Yodel again, on the chat once, and one the phone 3 times. We were told that the parcel was sent to our home address, not the office address, and no one was there!! Firstly, we had people in the flat until 1pm that day, the failed attempt was recorded at 10.24am, so there is no way they actually rang the bell and got no answer. Also, we never received a calling card in our flat. Secondly, I was then told that the instruction for change of address only came to the depot in the morning after the van had left, and therefore the parcel would be sent out the following morning (Tuesday) to the office address that we provided. I called back twice to make sure that was the case, and was guaranteed that it would definitely be sent to the office address, and I should not worry. Fine, it was 4 day late, but we were willing to wait.
Then Tuesday came, no parcel was received at the office, and we received another email stating a delivery attempt had failed again. Same story as Monday, they marked a failed delivery at 10.43am, and said a calling card had been left. I called Yodel’s customer service, yet again. I was then told that it had been sent to my home address and failed. Firstly, again, we had people in the flat until 11.00am, and as before, no calling card was ever seen! Secondly, as their staff reassured me, it should have been sent to the office address. I then requested to speak to a manager!
I was transferred to one of the manager, who told me that for security reason, no change of address would be allowed in their system (!?!). So after 2 chat sessions and 4 phone calls, that was the first time I heard that the change of address would not be allowed. He then apologised for his staff misinforming us of the change of delivery address. So none of his staff knew about it, only the manager did. What sort of customer service training do they go through, if any at all???
He suggested that it would be faster if I called the seller and request for a new order to be shipped out to the office address, and Yodel would send the parcel back to the seller. He said that would be the only way to change the address, and guarantee receipt. I was not happy with all the time wasted waiting on the phone and chat with them, but fine, solution first, complaint later.
I called the seller, but the 2 of the 3 items we ordered were out of stock, so it would not be possible to send a new order out… I was at a loss for words… My only choice, at that moment, was to wait another week and pick up the parcel from Yodel’s depot this weekend. So I asked the seller’s customer service staff, who was on the phone with me, to send a request to Yodel for them to hold the parcel at the depot until this Saturday for a pick up.
I then called Yodel again, requesting to speak to the same manager, who was not be available. One of his staff was willing to pass on the message, so I gave her the same instruction to pass to the manager. I.e. we would pick up the parcel from Yodel’s New Cross depot this Saturday. At that point, I thought my frustration had reached its highest point.
However, they were able to push it higher. We received an email from him at 15.43pm on Tuesday, advising that the depot had been instructed to keep the parcel for our collection on Wednesday (!?!?). How incompetent can their staff be to get Saturday and Wednesday mixed up!?!?
I then replied to say not Wednesday but Saturday, please make sure the right instruction is received by the depot. A reply came swiftly saying that the request to extend the holding period until early next week had been sent. So we would not have any problem picking it up on Saturday. I took that as a good sign but I should not have believed that…
Then today when we looked at it again, the parcel had been scanned to be returned to sender on Wednesday afternoon!!! So the depot was not even going to keep it on Wednesday to begin with, leave alone Saturday… The parcel is now on its way to the sender, the items are out of stock, the returned goods would go to a different warehouse and would be long until I can order them again. I called Yodel, and no manager was available to speak to me(?) our order tracking number had been flushed out of the system after they sent it back, so customer service staff could not locate any details or notes either. Yodel had now completely washed its hands off the case and no one called me back (like what I was promised).