I ordered an item that was not delivered. Tracking enquiry showed it as being 'out for delivery' on 1 December which was 2 weeks ago. Then nothing. Either it has been misplaced or stolen by a Yodel employee. The fact that I never recieved the item, and Amazon would not replace the item (Warehouse deal) made me very disappointed with Amazon... but my experience today showed me that Yodel is the problem - I have no problem with Amazon, but I cannot continue to order anything from them until I know that it is not Yodel who will be taking 'care' of the delivery. I swear I will actually close my Amazon account to make a point of this if I do not receive a reply and assurances within the next week.
It can happen that a parcel gets lost from time to time, but today I just couldn't believe how utterly useless a company Yodel is. I received a card for attempted delivery through the door. I assumed it was the lost package finally arriving after being misplaced so I checked the tracking info on the package I have been eagerly awaiting. However that information had not changed (yes, the item apparently has been 'out for delivery' still since 1st December), so I wondered perhaps whether Amazon had sent a replacement after my complaints... The note also said 'will try to redeliver at 6.30 if not, will be at New Cross depot' - I wasn't sure if this meant they would definitely return and if I wasn't in, they would take it to the depot, or if they might return, otherwise it would go to the depot.
To find out whether I should make certain to be in at 6.30, I called the number provided. It is a charged number - 10p a minute, so waiting to speak to someone for 15 minutes cost me £1.50. And when I got through, they could not find my information on the system. I found this unbelievable - you quote the number provided on a card THEY have posted to you, and the address THEY posted it to that very day, and they can't find the information. They then told me that I needed to ring another number. Having waited 15 minutes to be told NOTHING, I was not prepared to ring another charged number, so I declined and decided I had to just wait until 6.30pm for my package to arrive.
The package did not &*&*&*& arrive! I waited until 6.50pm to make sure then called the number again, another 15 minute, £1.50 thankyou very much ch-ching to be told the same thing. This time I bit the bullet, took the other ^*&&^&& number and called it -> another 15 minute wait. ((Incidentally I wonder if these 'customer service' numbers are actually another source of revenue for this ssip-poor company))
Unbelievably, the same thing occured on the other number - they can't find out what package my card refers to from the info provided on the card. I had to find out what was going on with this shambles so I asked the guy what the hell kind of system the company were using that meant they couldn't tell you jacksh^^&^ using THEIR OWN reference numbers. He said 'oh the number you quoted is a HDN number, and I'm from Tracking, and HDN has nothing to do with me'... I said well what kind of a company organises it so that the numbers you are given to call are to a department that doesn't have the information that is needed. He said 'it's not that we don't have the information, it's just that it's another department, so we cannot access it'!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Anyway, obviously the company is a f89&*(&(* joke that if it was audited, half of it's staff would probably be facing jail sentences, so I gave up on the chances of having the item delivered without wasting another day or more. I thought it would just be easier to pick the item up myself, which would only take another morning of my life... So I said to the guy, OK not your fault mate, could you just give me the number for the depot at New Cross. 'What?' OK fair enough you don't know New Cross, it says on my card the item would be in New Cross, can I have the number for a depot in New Cross, London, so I can just make sure it is there before I make the journey over there to pick this thing up. 'I don't have any information about a depot in New Cross - the depot in London is in Croydon'. <sigh> OK fine, can I have that. He gives me an 0208 number, thankfully not another profit making one.
I call the 0208 number. No answer...
What can I say. Total total failure. Absolute joke.
They clearly have organised things so badly that it is no surprise things get lost and/or its staff realise the hierarchy has things so badly screwed that they can easily get away with nicking stuff and not getting found out. Either that, or it is actually set up so that customers end up paying phone bills to Yodel's charged number and get so fed up with trying to rearrange delivery they just go and pick things up themselves.
Amazon - SACK THEM IMMEDIATELY. I have been a customer of Amazon for years and this has destroyed my confidence in ordering with Amazon. You do not have long to act before the Christmas period. For the last 2 years I have done most of my Xmas shopping on Amazon. If I don't receive a promise from Amazon that Yodel will never again be part of my life, I will have to go out to do my Xmas shopping! I will then stop using Amazon altogether.
By the way, search for 'yodel review' and the two results that come up give a one star out of 5 (the mimimum) from 2 separate websites: