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Posted on 29 Dec 2011 14:40:38 GMT
Last edited by the author on 29 Dec 2011 14:41:50 GMT
The Truth says:
Just look at this post from a Yodel driver... Says a lot about their work ethic and attitude towards their duty of care.

sotac464 says:
''I work for yodel and this is the problem. Amazon signed a contract with us to deliver envelope parcels that are safe place (we do not require a signature). What has happened now is the parcels have got bigger and bigger but the same rate applies. The drivers get paid a lot less for delivering amazon parcels than they do the rest of their deliveries.

Every parcel from amazon is safe place so if you are not in, we are allowed to leave it in a place that we think is safe. We are not supposed to have high value items from amazon they are to be sent with other courier firms.

I think the problem lies in with Amazon wanting a cheap service, therefore Yodel pay their drivers less who if they don't deliver that parcel don't get paid. People also expect courier firms to do their job for them, Why get a parcel sent to your home address when you know you are going to be at work? How about getting it sent to a relative or your work address. We can deliver their too.

If big companys pay peanuts they get monkeys. We will leave the parcel anywhere we can, Customers also need to take more responsibility.''

I find this sentence particularly unbelievable. Unless I'm missing his meaning... But yeah. Funny that: people expect courier firms to deliver their items o_O

''People also expect courier firms to do their job for them...''

Posted on 29 Dec 2011 14:48:45 GMT
Last edited by the author on 29 Dec 2011 14:54:23 GMT
Quiverbow says:
No, that post tells us what his work ethic is and what his duty of care is. My Yodel driver would say the opposite to that, but that is his work ethic and commitment to whomever he is delivering.

Posted on 29 Dec 2011 15:00:56 GMT
Colin says:
To be honest, I do have a certain amount of sympathy for that driver. He does raise a valid point - if you are usually out or you don't want to take time off work to wait for a delivery, then why not have your packages delivered to where you work? 10 years ago I was out of the house from about 6:00- 19:00 5 or 6 days a week, so whenever possible I had all my deliveries to where I worked. Some companies insisted on making the first ever delivery to my credit card address, but after that they would deliver to an alternative address.
I have not had a major problem or repeated problems with Yodel or any courier/delivery company where I live (i accept that I have been lucky perhaps).........but I can see one VERY inconvenient aspect to Yodel's service here - their Depot in Aberdeen is only open 5 days a week. So for people working, if you miss a delivery you may not actually be able to go and collect the parcel. City-Link for example do open on a Saturday morning.

Posted on 29 Dec 2011 16:35:25 GMT
Last edited by the author on 29 Dec 2011 16:37:17 GMT
urban raider says:
Let's look at this (hopefully) sensibly - some people will have a good experience of HDNL/Yodal and others will have had a sucky experience ("sucky"! Oh boy, the teenaged little bro is having a bad influence).

Anyway, instead of having a go at those who are getting a good service, why not have a go at HDNL/Yodal and Amazon about the service you get and let them know all the things that have happened. I've set out the last 2 months worth of problems in a letter to Amazon Head Office in the UK - I know it probably won't sort the problem out but it sure as hell made me feel better, and at least the waste paper bin will know how I feel.

Truth - I can see the HDNL guy's pov, but it isn't just Amazon's fault. The original contract was negotiated between HDNL and Amazon management, and right from the start HDNL bit off more than they could chew. Even now, when you think about it, loading deliveries onto other company's lorries, in the hope that they will be made, means that they are unable to cope with a big contract from a company like Amazon.

"Every parcel from amazon is safe place so if you are not in, we are allowed to leave it in a place that we think is safe." - my wheelie bin, left out at the kerb on day of collection, is a safe place? Thank God that the bin man noticed it before he tipped the bin. He rang the bell and asked if we knew it was there - we'd been in all day so there was no excuse for dumping a large box in the bin.

"Amazon signed a contract with us to deliver envelope parcels that are safe place (we do not require a signature)." Wrong. Amazon have sent (annoyingly) multiple parcels (from envelope through to large box) to me on signed delivery.

"We are not supposed to have high value items from amazon they are to be sent with other courier firms" - really? That's why Amazon are sending high value items via them, and why their company is accepting those items when it would have every right to refuse to take them and site breach of contract in their defence. In fact, the first item they sent me when they initially started using HDNL was a large parcel (value over £200).

"How about getting it sent to a relative or your work address. We can deliver their too."

Yeah, tried that and my mother received a parcel which was smashed up and literally thrown at her - she's 86 and ended up on her backside on the floor - so won't be doing that again.

As for work, it's not really an option. I work in a large organisation, and by the time it would reach me it would be a registerable antique - internal delivery is appalling.

"The drivers get paid a lot less for delivering amazon parcels than they do the rest of their deliveries ". Again, not Amazon's fault, HDNL said it could make the deliveries for such a low fee.

Amazon will continue to use them - until they realise how much they are loosing by having to replace items which have been trashed or stolen by HDNL/Yodal employees.

Damaskcat, etc, can't be expected to take the blame, or the grief, because they get a good service - or should that be, because the drivers who delivery in their area are glad that they have employment and work hard to keep their job and make the customers happy. I just wish that all HDNL drivers had the same attitude.

Posted on 29 Dec 2011 18:46:04 GMT
The Truth says:
QB:
Fair point. But it does tell us the companies policies (to a certain extent).

Colin:
I do make arrangements to have stuff delivered to work, although that kind of defeats the object of a delivery service - especially one that started out life with the name, the 'home' delivery service. But I don't think that's the real problem, when no other courier company has problems delivering to my home address, only Yodel. I know I'm preaching to the converted here by the way, but I just don't get it. Why are they soooo bad?!

Also - I find it odd that ALL delivery companies only seem to deliver during the day anyway. most of them offer over night delivery, so presumably they have staff working 24/7 as it is - why not drivers? I'd be happy to take a delivery after working hours if it meant I didn't have to go to some stupid depot. If I was a billionaire I'd start an after hours delivery service and clean up!

In reply to an earlier post on 29 Dec 2011 19:05:28 GMT
Last edited by the author on 29 Dec 2011 19:07:27 GMT
Quiverbow says:
The Truth

The problem with that is that whilst deliveries can be from anytime between about 8am and 6pm, to have night deliveries would mean a window of about four hours. If it was the same company, they would have to employ more drivers. And up to what time would you be prepared to take delivery? 10pm? Midnight?

In reply to an earlier post on 30 Dec 2011 00:18:02 GMT
The Truth says:
QB:

I'd be happy until about 10pm, and from what I gather these guys are self employed - sort of like cabbies. I'm sure there'd be plenty of people glad of the extra work.

Posted on 30 Dec 2011 16:43:13 GMT
Bob says:
For me Yodel works fine once it reaches the very helpful Polish driver, where it goes wrong is where they loose it in the depot and they are almost impossible to contact. If Amazon were very interested they could put pressure on Yodel. I had a parcel from BT go astray they had a phone number to Yodel which worked and told Yodel to deliver it the next day a Saturday before 12:00hrs and it worked. Amazon could do the same if they were interested after all the contract is between Amazon and Yodel not between Yodel and us.

Posted on 30 Dec 2011 18:27:11 GMT
Quiverbow says:
Maybe Amazon feels the number of complaints they have about Yodel doesn't justify them taking any action. Then again, maybe Amazon has taken action and it just isn't apparent to those that use this forum. After all, whilst there might be 50 people who complain, there might very well be 10,000 who don't.

Posted on 11 Jan 2012 16:32:32 GMT
N Walsh says:
We've had endless problems with HDNL/Yodel including parcels delivered to an address about a mile away, which took them 2 weeks to admit to the mistake.

At present we are awaiting a package (not from Amazon, though) that has been sitting in their depot for 5 working days and no sign of any movement, grrr!

Posted on 12 Jan 2012 22:51:25 GMT
I received a card from Yodel to say they had delivered my parcel and left it 'over side fence'. Aforementioned fence is 6 foot high and the box - containing a slow cooker - said 'glass', 'fragile' and 'handle with care' on the top and side in large letters. Amazon are having it back. The glass and terracota actually appear to be in one piece, but I won't trust the item. Evene the man on the Yodel phone number seemed quite incredulous!

In reply to an earlier post on 13 Jan 2012 20:45:00 GMT
Last edited by the author on 13 Jan 2012 20:52:38 GMT
MaggieC says:
I have had trouble with the Borhamwood Yodel depot for two separate suppliers, both times they said they tried to deliver but frankly lied. If Amazon want me to be a customer I shall insist they do not send the goods via Yodel. The first delivery from another supplier Yodel said they tried to deliver 10 times which is rot I finaly got it just before christmas and it took 10 days from despatch from Borehamwood Depot ! Just today my order from Amazon says exactly the same "no-one to take delivery have left a card" ... yet another lie. The lie is whats so annoying. Customer service gave me Borhamwoods tel No. which I rang and left a message and they still haven't got back to me. So unless Amazon (which I have absolutely no complaints of) use another method of delivery for me I will stop buying from them. I will advise Amazon of this too

Posted on 16 Jan 2012 22:49:37 GMT
Jood says:
I'm a bit late to the party, but I'd like to add my tuppence worth.

I ordered and expensive telephoto lens from Amazon; I was sent the wrong item and so arranged a collection through the same courier...Yodel. When 5.30pm came around, but they hadn't, I phoned Yodel customer services. I have never been treated so rudely by the young woman on the other end of the line. I'll not bore you with the whole story, but I was shouted at for not knowing which of the three reference numbers I had was the one she needed. I eventually managed to sort that one out, and was told I was being rude for sighing in exasperation! I was told she was not there to take my "abuse". I asked why the parcel hadn't been collected and was told she "didn't have that information"; we continued the process of re-booking a collection and at the end I asked again why I couldn't be told the reason for non-collection. This time she then told me she'd "passed that page" and then promptly hung up on me.

The following day the Yodel driver turned up and apologised for not coming the day before.....his reason...he had no other work in the area that day!

I have e-mailed several times, and written to Yodel twice since this happened, way back in November 2011. So far I have had no acknowledgement. Am I suprised? No. Am I angry? You bet!

In reply to an earlier post on 16 Jan 2012 22:53:00 GMT
Jood says:
Thank you somuch for this link. I've written to Yodel twice and emailed several times and had no acknowledgment. Now I know exactly who to address my letters to!

Posted on 20 Jan 2012 22:50:21 GMT
Waited for a delivery all day. And it didn't turn up. But apparently according to tracking by HDNL they tried to deliver at 9:02pm, well well well, i was here at 9:02pm ALL DAY TOO! There was no receipt either. Checked again just before and it said they had returned to transit at 9:25pm. But from the Depot to my house it takes over an hours journey. So THEY LIED. Seriously why is this service so rubbish? It was great when it was Royal Mail, now we have rubbish Yodel and HDNL which are never on time.

Posted on 21 Jan 2012 12:02:01 GMT
Quiverbow says:
The Yodel/HDNL experience is all down to the delivery man. If they have pride in the work, they'll leave a card (or the parcel in an agreed place). Unfortunately, at 65p a parcel (out of which they have to pay their own running costs) they aren't going to attract many consciencious workers. One of the big problems is they can have three or four people all delivering to the same area, which means a high turnover of staff. (If you deliver 150 parcels a day and then someone else butts in and you end up with half that, you're not going to be there long.)

Fortunately, I've never had any trouble with my delivery man (and I know others haven't either).

Posted on 21 Jan 2012 16:10:21 GMT
I am a massive amazon fan and have used them for a decade or so and always been incredibly happy until my last two packages via Yodel - A keyboard that took over a month to arrive for reasons I guess I will never know in spite of contacting them, and now a parcel that they cancelled the delivery of despite it (apparently) making it onto the truck. Oh, and the next day they left a missed parcel note with an indeciferable parcel number to type in online. Come on Amazon! Zero-for-two isnt a great success rate and I have no idea how you could hire HDNL. Ive had issues before with royal mail and theyve always been above board and quick to respond. Ive missed deliveries twice, and a quick polite call got them to send it out a 3rd time (against their 2 deliverys then you get it policy). What made you change supplier?!?!

In reply to an earlier post on 21 Jan 2012 16:48:10 GMT
Damaskcat says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

Posted on 24 Jan 2012 16:43:31 GMT
"Sandy" Pit says:
Yodel/HDNL have messed up the last 2 deliveries to my work address. For the 1st delivery I found a Yodel 'you were out' card blowing about in our delivery yard (yard shared with 4 other companies). There was no delivery number, no customer name, no date or anything at all on the card. All it said was 'parcel behind pallets'. No parcel was found behind the (sizeable) stack of pallets despite a good look. With no delivery number or addressee Yodel/HDNL were about as much help as a chocolate teapot and the delivery went undiscovered until it was found tucked into the middle of a pallet and very hard to see. By then it had been there 2 weeks and was ruined. The second delivery was an Amazon Prime next day delivery (lol). We again had the misfortune to have this urgent delivery assigned to Yodel/HDNL. For 3 days they claimed they'd tried to deliver to my work address, each time saying that they had called during our opening hours to find us not in (?). And all during this time we were successfully getting deliveries from the Royal Mail, APC, UPS etc with no problems.
Please Amazon can you have a button in your checkout with which I can choose which company will deliver to me? That way I can make sure I NEVER tick the Yodel/HDNL button!

In reply to an earlier post on 24 Jan 2012 22:12:07 GMT
Last edited by the author on 24 Jan 2012 22:13:31 GMT
Agreed, choice of carrier would be fantastic.

Some people have problems with RM, some with City Link, many with Y/H.
But others might have no problem with Y/H, or maybe CL or maybe RM.

eg for me RM and Interlink are both excellent, CityLink and HDNL are very poor, and Yodel is the absolute dishonest pits.

So then a choice to allow us to optimise it for our own local best service would make sense.

It would also be a pointer to the courier/carrier companies for where they are falling down if they have no Az business in certain areas.

Posted on 25 Jan 2012 05:25:02 GMT
Colin says:
I order a lot from Amazon, and a huge varietyy of products, not merely books or CD/DVD. In my area (Aberdeen postcode) interestingly I never get a single Amazon delivery via Yodel. They use exclusively City-Link, RM or Parcelforce. Maybe Amazon have already made that decsion in this area?

Posted on 25 Jan 2012 09:52:15 GMT
Dolphin says:
order # 202-6666579-7953936

Dear Sir or Madam,

Whilst I have had extremely good service from Amazon this courier has been a nightmare to deal with. It was for a printer which was delivered completely smashed - the box was full of broken glass. Whilst we have had the replacement we have had a very difficult time getting the printer collected. We wasted a day from work waiting for a collection on 20th January which did not take place. I have attempted to confirm that it will definitely be collected on 27th January as I can not afford any more time off. Emails to date are not answered and I have asked for an explanation why the collection on 20th January did not take place. Within the courier instruction we are told that it can take place between 9am and 5pm which is broad to say to the least. I have written to Amazon directly as there are clear issues with quality of service.

Posted on 25 Jan 2012 10:15:53 GMT
Colin says:
Disappointed: I would recommend that as well as posting your message here, you use the "contact us" link on Amazon to email Amazon Customer services directly with this complaint. While someone in Amazon might read these discussion boards sometimes, I would be surprised if they take any direct action.
Amazon do not use Yodel in my area, but just this month I had major problems with Yodel concerning an order from Lakeland. I emailed Yodel and received no replies, so I have now written directly to Lakeland. I will see what response I get from them.

To contact Amazon, click on "help" at the very bottom of this page.
Then on the Help page, look on the right hand side for an orange button "contact us" under the heading of "self service". You can then reference your order ( button "choose a different order") and chose "email" as your contact method.
Or you can phone or chat, but I like emails to document the facts. An email is also logged into their system and they will have a record of complaints, rather than only lots of comments here.

I have used this to contact Amazon for other order isues and they have always responded quickly. Good luck.

Posted on 29 Jan 2012 12:56:02 GMT
It really does depend on the drivers. I've always liked HDNL in the past as they often came round in the evening or even on a Sunday. I do sometimes still get "HDNL" deliveries from the Southampton depot and they seem to do a good job. However I had to complain on several occasions about the Yodel service from the Poole depot as I was receiving wet packages. Not just a bit damp but soaked through and falling apart. Since my last complaint which Amazon promised to take up with Yodel, all my orders have come via Royal Mail. It might just be coincidence but maybe they do decide services on a local basis.

I mostly buy books so I appreciate them being left in my porch when I'm out. I just like them to be dry!

Posted on 31 Jan 2012 02:23:44 GMT
urban raider says:
So my baby sis decided to order 2 rather expensive items from Amazon as a gift for one of her carers. Amazon in their infinite stupidity send it by Yodal.

It came down from Scotland to our local base (so far so good) then all of a sudden it says delivered at 11.15am, signature received. Have we received it? No.

She phones AmCS and tells them it's not been delivered but tracking says it has.

A couple of minutes on hold and AmCS gets back to her item has been signed for by someone called Dietrich! Did we know anyone called Dietrich, no we don't. We know our neighbours and no-one is named Dietrich.

AmCS reorders items and sends them separately via Royal Mail, they arrive 8 days later. AmCS had put a hold on them while Yodal "investigated".

Did she get a refund for her next day delivery? No, she didn't.

Yodal tracking now says delivered 17.00.01 - PDA broken (therefore no signature)

Anyway, at about 8 pm (same day) we received a call from a man claiming to be AmCS asking about the parcel, anyone in the area called "Dietrich" and the type of housing (did we live in a multi story block of flats? No we don't). He became extremely aggressive calling her a "sl*t", a "wh0re" and a "thieving b!tch".

She phoned AmCS the following morning and told them what had happened ... according to the AmCS representative "no one from Amazon called you last night". Turns out that Amazon had passed on our phone number to Yodal "so they could inform you of the investigation".

Today the tracking states parcel delivered 30 January 2012, PDA broken.

Have we received that parcel? No.

---

Update on my parcel ... no sign of HDNL delivering that one either.
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