I ordered some stationary the other day and their fulfilment partner is Yodel… now Yodel’s tracking system was ok in that they were able to tell me when my parcel was expected. However, I wasn’t at home at the time but I have the Arlo doorbell so I could see him deliver.
Not only did it put it in front of the door in whole view of anyone walking past the house but he managed to deliver someone else’s package. So when I got home, it was good to note it was not stolen (we have had packages taken from our front door), there was a box of wine there address to someone else and at a different address. The first part of the postcode was correct but the second part not and probably a good thousand few properties as well in the local area.
So I put in a message to Yodel.. I searched for a phone number and when I rang it.. it’s an automated service and I went through it.. there is no human and there are limited options.. my scenario didn’t exist so I had to drop the call… there is no ‘other’ option to select.. so I go to their online chat
I was well in the opening hours and nope.. after typing in my message and getting a response to say that a customer representative would get back.. nothing happened. I left it until the closing time and tried again the next day. I did not expect anything from the online chat since it failed yesterday but there is no other option to contact them.
So I’m on another window when I get a live customer representative make contact… and as I didn’t see it until 5 minutes later, they closed my connection and I had to resubmit. Frustrated to say the least! Again, send in my message and after about 45 mins finally got someone.. I explain the issue and whatever I said the person did not understand. They kept saying that they had proof that delivery had been made and I told them yes, delivery was made but they had delivered the wrong package to my house. They could not accept or understand this and I gave up!
I contacted the retailer about the issue and they made contact.. they had better luck and were able to get Yodel to explain. They said that Yodel would rectify the issue.. they would come and pick up the wrongly delivered package and delivery the correct one… so I waited a couple of days and went back to the retailer after nothing had arrived. They made contact with Yodel again and were now told that they couldn’t do this.. I had to go and get it myself!
However, at least the retailer said that they would replace the product if I wasn’t able to get it but this customer service from Yodel is attrocious!
#yodel #customerservice
