It appears that Home Delivery Network has finally given up on trying to repair their shattered online reputation (just Google for HDNL or Home Delivery Network and you’ll see what I mean) and they’ve opted to change names instead, to Yodel.
The CEO of Yodel, Jonathan Smith, claims the move is to help the company move forward and become the biggest delivery firm in the industry, but we know the real reason. In a comment that made me chuckle, Yodel CEO Jonathan Smith says that Home Delivery Network’s rebrand will allow them to become more customer focused!
“”We are delighted to be unveiling this new brand, which represents our ambitions to be a truly customer focused business offering a full suite of services that others in the market cannot match.”
The combined business is already growing faster than the market and we are excited about our future potential.”
I guess this means that when people come home to find parcels lobbed over fences or packages shattered into pieces and a note from ‘Yodel’ – they’ll struggle to find them online in order to complain – at least that’s what HDNL will be hoping.
Fear not though; already on the case!
Darren Jamieson, aka MrDaz, is the Technical Director and co-founder of Engage Web and has been working online in a career spanning two decades. His first website was built in 1998 and is still live today.
To be honest you would probably complain if they DIDN’T leave your parcel and you had to wait longer to get it.
Maybe instead of complaining, do something about it. E.g. when you make an order, put in the special instructions box, “leave in place X” or “do not leave, try redelivering if not in”.
There are plenty of ways to make the recieving of your post an eaier reality for yourself intead of just moaning about it.
Some people are never happy.
BT, how can I make it any easier for the courier than being indoors all day to receive a parcel?
HDNL are a bunch of tossers.
I’m shocked, i’ve used HDNL many of time and never had any problem. Its been easy to track and when i order things i always make sure i’m in to collect it. At the end of the day when you order something its your responsibility to be there to collect it and then to check it over.
I’ll always used HDNL.
Did you know HDNL through its sister company parcelpoint has taken over DHL Express, and has at the moment been branded has DHL domestic soon to be part of the Yodel band in Jan 2011
Useless bunch, I have now been in for 3 days to receive a parcel that never arrives, all I get are stupid txt messages! I have to rebook for Tuesday now … I have emailed Amazon to say that if it does not arrive on Tuesday I am going to reject the order. In fact what I may do is keep this going as long as I can, keep booking redelivery for days I am not in, yes, actually, do on days I am in and keep ignoring the doorbell
Hi,
I stumbled upon your blog whilst wondering why I had not heard of HDNL before, and what I read made me fear for my SCII:Collector’s edition’s integrity upon arrival, with all the fence-throwing anecdotes.
Funnily enough, it seems as though not all the HDNL staff are muppets. Thankfully enough, the guy who came to deliver the parcel was relatively nice and very polite (and somehow almost enjoying his job!), and the parcel was absolutely intact.
So, there are a few gems in the rough, by the looks of it.
@Laura From what I’ve seen of the many complaints about HDNL online, a large proportion of them are from people who *have* been in for when the package is due to be delivered, only to find the driver either shoved a card through the letter box without even ringing the bell or never even came, despite the claim on the web tracker.
Also a good number of people have ordered online and not been told which particular courier the goods will be sent with, which creates very different results. HDNL also seem to have quite a variable service pattern with some areas having brilliant drivers and depots and others rather poor.
My own experience is mixed as I live in a block of flats which I appreciate is not the easiest place to access but in my spare time I campaign for a political party and regularly have to get into all manner of blocks myself and it’s not rocket science. Other couriers similarly have had next to no problems getting to my letter box to leave a card if I’m not in (and when I have ordered stuff online I do my darndest to be in around over the expected delivery dates, especially if I’ve missed a first delivery) and even some HDNL deliveries have come. So it’s very pick and mix what result one is actually going to get which just adds to the frustration. It was made even more annoying by HDNL using a name that suggested they were home delivery focused yet using business working hours, even more restrictive than other couriers who have business as their primary focus.
HDNL / Yodel drivers work 10 hours or more in a day. Their average week exceeds 50 hours; at Christmas they work closer to 70 hours of driving per week and in some areas well over a 1000 miles per week.
I’ve never had a problem with HDNL drivers and they have delivered to me for years.
with comment to drivers not knocking,it would help if 9 out of 10 houses changed the batteries in there door bells or was near the front of the house to hear us knock! afterall we can only wait so long as there is more than 1 delivery to do…….
HDNL are a bunch of toss – I’ve NEVER had a parcel delivered on the day they told me it would be. The msg today gave me a delivery time of between 12 and 3 and I’m still at home at 5.30 with no sign and no update or even way to check how far they might be from me.
If I knew they were the company doing the delivery I’d never order from the companies that use them – they are useless, inefficient and frankly a shower of shit !!
Because I am new to the UK & can’t get credit yet, a friend ordered a headboard & divan set for me through Kay’s on 24 September. The headboard arrived promptly, but I am still waiting for the mattress & divan. Twice, delivery was scheduled for morning hours – I am a teacher and cannot take time off easily. HDN seems completely unwilling to accommodate working people. The employee I spoke to said I just had to ‘take my chances’ – when I was called about redelivery, it may be morning, it may be afternoon…maybe I’d get lucky. I was told that sometimes, due to bank holidays and such, deliveries were made on Saturdays. The third time, we arranged delivery to go to my partner’s house; he left his garage open all day, but no delivery was made. A message was left on my mobile saying that, due to an ‘IT issue, scheduled deliveries weren’t made and [I] would receive a call to reschedule delivery.’ I called HDN when I got home and was told the same thing – an ‘investigation’ was being made, and I would be contacted. Several days passed, and I had heard nothing, so I called back. I asked what sort of investigation had to be done; I was told that my bed had been ‘returned to the warehouse, but it couldn’t be located’ and that when they ‘found’ it, someone would call. I told the employee what had been said to me about Saturday deliveries; computer errors at their depot – which are NOT the customers’ faults – should be one of those times when HDN works to rectify their mistakes and deliver on weekends. I was told that ‘wasn’t how it was done.’ A few more days went by, and the friend who bought the bed for me and I both called Kay’s to complain. Remarkably, within a few hours, I received a call saying that my bed would arrive at my flat this past Monday. Funny how, when HDN was contacted by Kay’s, my bed was suddenly located…. Half term had started, so I would be home to sign for it. Monday came, and I had a feeling that there would be another glitch, so I called HDN around 9 am. I was told that the bed was scheduled to be delivered to my partner’s house. I had verified with the employee who had called me to arrange delivery that it needed to come to my flat, since Kay’s said a signature was required – HDN had told me twice before that one wouldn’t be necessary. Also, my partner was at work, and had not left his garage open. The employee – who didn’t seem to give a rat’s behind about all the hassle I’d been through with them – called the truck driver to find out where they were (in case my partner could leave work & unlock his garage); I was then told that, due to ‘ongoing computer issues,’ my bed hadn’t been placed on the truck – AGAIN! Understandably, I was ready to spit feathers by this point. My friend called HDN for me and after lots of back and forth, with all sorts of excuses being made by HDN (at one point she was told that they had ‘located’ my bed and that it’s delivery would be a ‘priority’) , she was ‘assured’ that my bed would arrive today between 7-10:30. It’s the last day of half-term, so if it doesn’t come today, that’s it. There’s been a note on my mailbox since Monday, listing my mobile number since my door buzzer doesn’t work. I woke up early today & made sure the note was still there; even though it’s cold out, I have the windows in my flat open so I can listen for a truck, and I keep looking out the windows…..If it doesn’t arrive, I will be contacting the local trading standards company and filing a formal complaint. I will also be filing a complaint with Kay’s. I think that online companies should *tell* customers who they use as couriers/delivery companies so that we can stay away from those that use HDN/Yodel /White Arrow (or whatever they call themselves….why would a company change its name so often unless they are completely inept and trying to ‘hide’ from dissatisfied customers or trying to fool potential ones into thinking they are competent?)
What a bunch of idiots. I can’t pick up my parcel from the depot (the service has been suspended) and they can’t tell me when they’re going to redeliver. So I’ll just wait in all day every day until they turn up then!!!
The call centre is staffed by people who are frankly about as useful as a fish tank on the moon.
ARRGH!!!
This company are milking the ‘adverse weather conditions’ for all it’s worth. I’m tracking several orders through their website, and for the last 3-4 days they have been marked as ‘undeliverable due to bad weather’. I can see that my parcels have been received at my local depot… and I can also see out of my window, and that the weather is fine. If Royal Mail can get a parcel to me, why can’t HDNL?!
I’m still waiting for my delivery, which was despatched on the 26th of Nov (today being the 12th of Dec), almost 3 weeks. Yodel, no wrong name, it should be Whistle – because that’s what you can do for your delivery. Every time a supplier sends via this lot they take forever and the driver is always called Smith, now how convenient is that!! Plus they can never find us, even though the letters on the sign outside are over a foot high. Pathetic! I can’t believe that any major organisation is still using this lot. Every other carrier delivers here, but HDNL or Yodel. Are they really associated with DHL. The company of true German efficiency. Heaven help us if they get involved with Royal Mail!!!!!!!
The service from this company is absolutely appalling!
I missed my delivery last week but couldn’t re-schedule on their website due to “severe weather conditions”. I live in central London and there is defnitely NO severe weather condition here!
The company website doesn’t have a phone number or address so you are not even able to go collect the missed delivery.
There’s no complaints section on their website and the feedback textbox only allows a feedback of 30 words!
This level of service is absolutely unacceptable!
Yodel/HDNL – wholly useless, utterly atrocious service. Everyone buying on line should ask who the respective sales operations use to despatch their goods. If Yodel, the buyter should walk away, it’s likely you will suffer the same fate as all the poor sods who have detailed their problems on line.
Me, I had two green Yodel.HDNL notes through my door over two weeks ago. The automated phone line tells you nothing. The webiste for tracking has not worked for two weeks due to the weather !! There was someone in both times the delivery was attempted. Appalling.
I tracked my order today and was surprised to see that it was marked as ‘Delivered’. I telephoned HDNL who said the parcel had been delivered. I said it definitely hadn’t and asked which house number it had been delivered to. She said she didn’t know but she could see from the satellite picture it was to a house next to a factory. There is one about half a mile away. There are lot of houses between mine and the factory. My house is clearly numbered. I have used other home shopping companies without difficulty. It was delivered without a signature, to a house 1/2 a mile away, with no record of the house number. This is unacceptable. HDNL customer services were belligerent and uninterested. They were happy to leave me without my parcel and didn’t want to know when I asked how to get it back. Don’t use this carrier. They don’t deliver and they don’t care.
Dear HDNL
I am writing in the hope that you will put right what has, up to now, been an incredibly disappointing level of customer service.
I received a card last Monday to say that you’d attempted to deliver the parcel above. Not being able to specify a delivery time, I was unable to wait in all day so had gone out that afternoon.
Either that evening, or Tuesday evening, I logged onto myhdnl.co.uk and arranged to collect the parcel from your Ipswich depot. On Thursday afternoon, I went to the depot to collect the parcel. I rang the bell and there was no answer. I waited outside for nearly 15mins. I rang yell.com to get the number for the depot, I rang it but nobody answered.
After 15 mins wait time, I went to the side of the building where vans were being loaded. I asked a lady who I need to speak to about collection. Her response was “customers aren’t welcome here” – which was fitting as I’d certainly started to get that impression – I pointed out that I wouldn’t have been in the loading bay had the doorbell or telephone been answered.
She made me walk all the way back to reception, where she told me that she wouldn’t serve me as I didn’t have an appointment. She said it was clear from the card that I should book an appointment and not just turn up. Nowhere on the card does it say you need an appointment and the website didn’t say so either when I entered my number to arrange collection.
She was rude and unhelpful, saying “you honestly expect me to look through 8000 parcels to find yours?” – which, of course, I didn’t expect her to do, I just expected her to at least treat me with some respect and for her to perhaps acknowledge that it’s not entirely helpful that the card makes no reference to having a collection appointment.
I returned home and, having lost faith in the website, used the 0871 number to rearrange the delivery for the following day (Friday). Friday came, no delivery, no missed-call card.
Tonight I have used the website to rearrange delivery for tomorrow. As I am unable to specify a time and I will be at work, I am very likely to miss this delivery again. Normally I’d be happy to collect, but after such appalling service I am happy for hdnl to drive the 20 mile round trip from their depot to my house as many times as they like until I am eventually at home to receive the parcel.
To add further to my frustration, it has been virtually impossible to find your contact details. The card doesn’t give any indication of real contact details, just the automated service and the automated website. I can’t see anything on your website relating to complaints either, so am sending to this address in the hope that someone will take the initiative to resolve the situation for me.
I hope you will appreciate that this is a lot of fuss to receive a relatively inexpensive order, an order that I have paid a delivery fee on, might I add.
I look forward to hearing from you,
I am disgusted with this bunch – have a green card with a postal reference which, on the Track and Trace Service, is not found. So my parcel, a painting for which I have paid quite a lot of money, is essentially lost.
Call centre response – it’s the sender’s fault, he might have put the wrong postcode or address on… Duuhh! Then how then hell did the driver get to my door??
No responsibility – no parcel – no supervisor, no manager – no number – a pathetic 30 words for feedback – no complaints phone number.
Mr Daz – how do I actually get someone to speak to about this?? Is there a number for head office?
What really annoys me is the amount of complete toss about unrivalled customer service, a new way of thinking, etc etc.. It takes more than a bit of shiny new green paint to make a delivery service…
Grrrr!
“Can do attitude”? What a laugh! Waited in all day today for a delivery, only to find a card shoved on to the outside of my porch window. Driver hadn’t even bothered opening the porch door and knocking. Spent one and a half hours calling 0845/0844 numbers from my mobile which is very expensive, to be told I can collect the parcel from the depot between 6 and 7 or have it redelivered on Thursday, but neither at the depot (Hackbridge) nor on the customer services number could I speak to a supervisor. I cannot imagine why the driver cannot deliver my parcel at the end of the day before returning to the depot (17 minutes drive away) when he’s made his last delivery by 5.30, or why it was beyond him to actually knock on my front door. I NEED my parcel today and I need compensation for the hour and a half of phone calls I have made to resolve this. I wonder why I should have to go to even more expense as a result of your inept driver. Very very angry. I also discovered that this driver forgot to leave the card at 1 when he first passed by and called back later with it – he didn’t knock on that ocassion either. The call centre bod let it slip the driver knocked on my porch door. Absolute loser. 30 words for feedback on their website. An absolute disgrace. Had I known this was HDNL I would never have bought from the online retailer. Sort it.
HDNL are a bunch of morons…. they don’t leave cards to say they’ve attempted delivery, or even to say they’ve left your parcel with “neighbours” who live half way down the street.
Instead your expected to chase them up time and time again until you find out that actually the people you’re talking to have no idea – some telling you the parcel will be redelivered another day and some saying its already been signed for.
I was appauled and dismayed to hear they’ve taken over DHL domestic… had a parcel delivered through DHL as a trustworthy brand only to find out that its actuall HDNL… I’m not holding my breath that I’ll see that parcel ever.
Yes, you should arrange deliveries for when you are likely to be in – but it would be nice if the “couriers” rang the door bell. Apparently my item has been out for delivery for tha pst 3 working days, so I’ve made sure I am in to receive it… only to wait around all day. Checking the “tracking” I get told its returned to the depot… oh great.
Do you really think a driver would get to someones property…walk to the door and write out a card but not knock the door to get it delivered ?
Also about delivering on wrong days…parcels come in everyday/night and go out straight away…its very rarely HDNL/Yodel fault if they are late/ early…senders just send them into the system and create problems. Biggest thing buyers can do is supply a pnone number that you can be reached on and leave the phone on !! You should try finding an address of a house in a village with only a house name…annoying
About the weather we had (yawn) how many people failed to get to work ? Imagine the fun driving till 6 in the evening was then. The snow was still thick on xmas day. Driving all day slowly…then walking on thick snow and ice up steps..carrying boxes of different sizes…honestly, the people who criticise the drivers are way off the mark….the company yeh I agree, but not the drivers. Remember, they deliver the same area all week…so if they dont deliver Monday…it`ll be on the van Friday…not delivering serves no purpose at all…plz remember that when slagging them off
The ‘customer service’ I have received today from Yodel is of an astonishingly poor quality – they make BT look like John Lewis.
They attempted to delivery to my house whilst I was out and left a card to tell me they had been. This card has three options:
1) To wait until the next working day and collect from the depot
2) Book a redelivery on line
3) Phone their CS department to rebook a delivery
I chose option 1 to speed up the process and drove a 30 mile round trip to collect my parcel (I could not guarantee being at home for a redelivery)
Once there the ‘customer service’ reception at their Loughborough branch is a bit like a small prison cell. There is a bell button and a big sign saying to press only once as they will hear you but not attend straight away – doesn’t bode well really.
After 10 minutes waiting and, resisting the urge to press the bell again, an employee finally opened the hatchway. Behind this hatchway is an area full of damaged parcels – again doesn’t bode well really.
I gave the employee my delivery ticket. She looked at the date and said that I shouldn’t have came as they ‘automatically try to redeliver 2 or 3 times’. I said that I was only following the instructions on the ticket. She said ‘yeah, this happens a lot, the driver should have written on it that he would redeliver’.
She went off to check if the parcels were by chance in the depot and I proceeded to wait for another 5 minutes or so. She returned empty handed and tells me that ‘I had only just missed the driver, he’s only just gone out, I have tried to phone him but he won’t answer his phone’. I said that there will be no one home and that I had made a special journey to come and collect it. She said ‘ she can’t help that’ and that ‘the parcel will come back here and you can collect it again tomorrow’. I said that wasn’t good enough but received a curt ‘i can’t do anything about that’.
I suggested they redelivered to a different address that someone would be at and that was agreeable – although I await to see if it turns up and in what state given its extra journeys………..
In short:
– Their redelivery ticket means nothing
– They do not care that they have made errors and seem to think its somehow your fault
-They will not help you put a problem right
– Their CS stinks and you as the customer are merely an inconvenience
I am going to go back to the mail order company that use them with my feedback.
I have a contact number for My Yodel (for now), you can get the lovely and always (in my experience) contact staff on 0871 977 0800. Shame the drivers aren’t as good as the call centre staff.
YODEL – absolute rubbish company!!
Just had dealings with them in the past two weeks. They said I had signed for and received my Laptop from Dixon’s, strange then 3 days later following numerous calls and emails the parcel turned up on the doorstep ripped open and left in the rain. Dixon’s are investigating.
Been out for the day and just come home to find a large box sitting on my door step with a Yodel not though the letter box proudly telling me its been left in a safe place – bit of rain or a less than honest visitor and it would have been gone !!!! service like this one can do without.
Yodel/HDNL are obviously not doing well to escape the bad press.
Long story short, My wife and I ordered a new pram from Mothercare. We had a delivery date set for 31st May. I booked the day off work especially. I had also done an application online for a tesco credit card.
A letter arrived on 26th may from Mothercare saying that Yodel will deliver our parcel between 8am and 8pm anytime on 31st May. We were a bit annoyed as we had specifically said morning delivery. On saturday 28th May we decided to go out for the day only to come back to a calling card from HDNL. Ok, it must have been the card from Tesco needed a signature. Unaware that Yodel and HDNL were the same company (didn’t find out till I stumbled on this website so Thank you) we waited half a day for the delivery. I decided to visit yodels website to have a look at what was going on and then realised that the saturday delivery was in fact the Pram. ARGHHH!
I asked the lady at the Depot why it was sent sat and not tuesday? her reply, Mothercare sent the package early for despatch and they don’t have the facility to hold back items and send out immediately, Funny that, they managed to “Hold it back” for me to collect! Abismall!
To add insult to injury, the Tesco card was delivered and waiting for me when I got back! Sods Law!
My husband and I ordered a set of sofas. WE were told they would be with us 23/04/0211 between 7.15am and 10.15am. By 11.15 my husband had to leave for work so he phoned Yodel to find where they were. They decided they couldn’t find our property so instead of calling us they just went back to Blackpool. So we cancelled that order as we were of on holiday and re ordered when we got back. I had 2 sofas delivered on 23/05/2011 one was a 2 seater and one was a 3 seater. They got the 2 seater in my house but the 3 seater would not fit. They left it outside my flat for a week before collecting to take back because they couldn’t be bothered to carry it back down the stairs to the van.
My husband also ordered a top and i received a text T 11.30AM saying it would be delivered between 1.15pm and 4.15pm THAT DAY. I was already out!!! I made it home by 3.30PM and noting had been left. By 4.15pm nothing still had been left so I took that as they were not coming. At 5.25 I heard my letterbox make a noise so I went out to find a “While you were out” card yet I had been home!!! no attempt to knock on my door or ring me bell.
Not impressed with this company at all.
Shambolic !
Company processes that don’t work, Operators who break the rules, websites that don’t tie in with their documentation, calling cards and allow you to inadvertently break “company policy”, almost impossible to navigate the company and get satisfaction – I won’t go on.
Just try to ensure when you order goods, to specifiy you want another carrier – if the likes of Amazon get enough complaints, they will exert the pressure to fix the problems or move their business elsewhere.
Finally write to the general manager and ask for your money back after hanging on the phone at 10p per minute – especially when it’s their screw-up.
The company aim is to become as popular as Google – clearly high aspirations not matched by a capacity to be realised.
I’ve been waiting 2 weeks for Yodel to deliver a parcel from the other side of the city. I even gave them a detailed alternative address to deliver to as they could not deliver to my home. The alternative address is where I work. It’s a hospital so you’d think it would be easy to find, but no I’m still waiting. No-one responds to the e-mails and seldom can I get anyone to answer the phone.
I spoke to someone this moring who appeared to be trying to do 2 jobs at once and she told me ‘I don’t work here I just volunteered to help out’. Dear God! The impression is: no staff training, no staff, high staff turnover, low staff morale or no staff morale and management totally abandoned the situation. Abandon all hope of receiving your parcel.
Yodel- what a joke delivery service- parcel attempted to be delivered – no one in so left a leaflet saying that parcel was at the delivery centre- please leave 2 days before fetching it. I leave it 2 days, go up there- an hour and 20 min round trip, get there to be told that the driver still has the parcel- I mean do I enjoy wasting my own time?!!!? Still havn’t received the parcel- PLease avoid Yodel what a bunch of wasters!!
Two days I have waited in for my delivery from NoDel
The first day, the update on the tracking said “Card Left”. Yeah, right!
Today, no delivery, just waiting for the update on the tracking… probably, another magical card was left (only visible to the staff of NoDel).
To those that blame door-bell batteries, the door be is mains fed, and even in the event that the bell was fault, our dog goes ballistic when someone knocks.
The obvious excuse is “we did leave a card”, yeah, and perhaps the dog ate it.
To cover your arses, NoDel, perhaps if you took a digital photo of the front of the property to prove at least you came by, then that would be a start.
Oh, and don’t get clever and try and butcher a Google StreetView picture to attempt the above!!
P M….everytime a card is left a digital photo is taken !!
Also a dissatisfied customer – trying (in vain) to return a Kindle to Amazon through their designated courier Yodel. Would have chosen differently if were them. Have never come across such an incompetent company, and one which has no interest in improving their standards. Have experienced such a catalogue of incompetencies that have got to the stage of laughing out loud when something new happens and shaking my head in disbelief! All I can say is thank God I can buy books wirelessly from Amazon.
Here is a copy of something I posted on e-customer-satisfaction.com about this excuse for a company.
I agree 100% with the other reviews on this site about this sham of a company. Just check here is you have any doubts.
http://www.mrdaz.com/hdnl-rebrands-to-yodel-to-escape-bad-online-press/
I ordered an upgrade phone from O2; the phone was sent & was out for delivery on 11/7/2011.
Great I thought, as my mum & uncle were visiting so someone would be in all day to take delivery. WRONG Yodel are great at putting cards through doors, but when it comes to pushing a door bell forget it.
Royal Mail does not seem to have this problem with their deliveries, as they were waiting for me when I got home from work that day & the day after.
I would have gone to the depot to pick it up myself, but since the said depot was 34 miles away in Lichfield that would make a 68 mile round trip of about 2-2:30 hours dependant on traffic.
So I phoned up & got through straight away & arranged for a redelivery the next day 12/7/2011.
Guess what, the same again, a card through the door informing me that they tried to deliver. So this time I arranged delivery for 15/7/2011 as my mum & uncle would be there in the morning & I would be in from 12:15pm.
I even spoke to O2 customer support to report what a sham Yodel are & I was assured by O2 that they would deliver on 15/7/2011 & they will contact them to make sure it was delivered. I also informed O2 that if it was not delivered on the 15/7/2011 that I my contract would be cancelled along with my 3 business contract accounts also & I would go with Orange.
So here I am finish work early, get home no phone or card. No problem I can do some work from home & can see if anyone come to deliver anything.
14:00 nothing so I checked the website & it is still out for delivery.
15:00 same again, nothing so I checked the website & it is still out for delivery.
16:00 same again, nothing so I checked the website & it is still out for delivery.
16:10 I filled out a customer service web form on the O2 website to inform them that if this phone is not delivered by17:30 I would refuse delivery & cancel the contract.
17:30 No phone.
17:35 I went on the Orange website, had a new phone ordered & confirmed I can collect it on the 20/7/2011 from the Orange shop 3 mile from my place of work in. All that in less than 15 minutes.
I have now informed O2 that I will be cancelling all contracts & I will not have any dealings with them whilst they use this delivery company. I have also written a formal letter of complaint to Ronan Dunne the Chief Executive of O2 informing him of the issue I have had & damage that could be caused to the reputation of O2 by this inept company. I have also provided him with links to the various websites regarding the issues people are having with Yodel.
One more thing, I now email the customer services of any company I & ask what delivery provider they use. If I get a reply stating ay of the following: Home Delivery Network Limited (HDNL, DHL Domestic, DHL Express, Parcelpoint, Yodel). I inform them that I was going to place an order but because they are using a joke of a delivery service will take my custom elsewhere. I also will provide them with links to the amount of complaints so they can see how much business they may be losing if they stay with them.
Incredible how so many people can have the same feedback about drivers not ringing the doorbell, or knocking etc….
I have spoken to some rude and unhelpful people in my time but Yodel have out done them all!
My eyes are bleeding with rage! I was told last Thursday that my parcel would be with me on Friday – they even said between 12-1 which I though was pushing it.
Obviously the parcel wasn’t delivered and this was due to it being taken for a random “security check” where someone opens my parcel to see what is inside – I was under the impression that this was only allowed by certain bodies…Yodel not being one of them!!??
When I complained I was told “…….yes, but did they actually say the word “guarantee” when they said the parcel would be with you on Friday…..”. FFS! so when they give a day for delivery it is more stab in the dark than fact!
If only i’d won that £161m i’d buy them and sack the lot of them…..obviously I wouldn’t tell them what was happening I’d write to them but not deliver it!
They did it yesterday. A hugely important parcel to be collected (important because they simply failed to collect on Friday for no good reason). The driver came to the door and I thought it was the postman as he stuffed an I Called card through the letterbox and left.
I was here, listening to the whole thing, stunned that he hadn’t even bothered to knock.
And worst still, I’ve never known a company – EVER – lose so many of my parcels. Last week, they claimed a parcel wasn’t even collected, and as they didn’t leave a card (I’m not always here to oversee) they’re saying it’s my responsibility, yet the tracking information is full of conflicting information, which says, to me, that they’ve clearly got my parcel, they’ve just screwed up, yet again.
Check it out: http://www.interparcel.com/tracking.php?action=dotrack&trackno=914816234733
Absolutely abysmal service. My company has to change couriers as we simply cannot trade like this with parcels not being collected and when they do, being lost just about every month!
I’ve had the misfortune to have two parcels not delivered by both HDNL and Yodel over the past fortnight.
At the start of the month, I ordered some clothes from Uniqlo. HDNL allegedly “delivered” the package to an unknown address on 8 July, but recorded it as having been signed for by me at my address. The problem with this is, I wasn’t in the house when they say the parcel was delivered, and the signature isn’t mine. The person’s name clearly isn’t mine. The driver didn’t leave a card at my house to say where he’d left the parcel. So I have no idea where it is.
Uniqlo have been very helpful in trying to resolve the issue. I have been round my neighbours to ask if any of them signed for the parcel two weeks ago. None of them did, and none of them recognise the name that was used to sign for my parcel. Even if one of them had signed for it, my neighbours are good – they would have brought the parcel round by now.
I rang Home Delivery Network to ask whether they have a record of the address where the parcel was left on their system. They don’t. They’ve taken my number and they’ll ask the depot to interview the driver about where he left the parcel. Trouble is, it’s two weeks ago. I don’t hold out much hope for him remembering an address from two weeks ago.
This is my second bad experience with HDNL. Last year, they “delivered” some clothing I had bought online from Dorothy Perkins by throwing the half-open package across my wall into the back garden. When I contacted them to complain, I didn’t even receive an acknowledgement, let alone an explanation or apology.
Meanwhile, I ordered some books from the Guardian Bookshop last week, for the sake of a few quid off. Yodel apparently tried to deliver them last Friday. A photocopied piece of paper was left in place of a card saying the driver would try to deliver again the following day. There was a mobile number which I rang, expecting to speak to the driver to sort out the redelivery. It went straight to voicemail and I was told that the mailbox was full. So I rang the 0844 number on the card, but by now it was after 6 p.m., so I didn’t get anywhere.
No delivery was made the next day, or the day after, or the following Monday, so on Tuesday I rang the mobile number again – straight to voicemail again, mailbox full. I rang the 0844 number and went through the automated process to arrange a redelivery for today. When I got home, there was a second card to tell me that the parcel had been sent back to the depot. I rang the 0844 number again and tried the automated tracking option. I was told to track my parcel on the DHL website. I tried, but the tracking number didn’t work. There was no Yodel web address on the card, so I Googled them and managed to track the parcel. The driver had reported that he had tried to deliver on Monday and had left a card, but there was no card waiting when I got home on Monday.
I found a number on the website which would put me through to a human. A recorded voice told me my call would be answered within 3 minutes. 15 minutes later, I finally spoke to someone as charmless as she was unhelpful. She said I could rearrange the delivery for Thursday. I asked if it could be delivered after 5 as that was the earliest I could be home from work. She said no, because the drivers only work until 5.30. The alternative was to collect the parcel from the Service Centre. I asked where this was, because the online tracker said Manchester while the card said Warrington. I was told that the Manchester Service Centre is in Warrington. It closes at 6. I wouldn’t be able to get there after work in time, so she said that the only thing I could do was have the parcel returned to the Guardian Bookshop and then I would have to contact them to arrange a delivery to an alternative address or pay for an upgrade to the Saturday delivery service. She couldn’t take an alternative address from me there and then.
I’ve contacted the Guardian Bookshop to let them know that the parcel is going back to them, and why, and to ask that, when they get the parcel back, they deliver it to me by a different courier, or to my work address.
I seriously doubt that they’ll get the parcel back, based on my experience so far. Getting a few quid off some books hasn’t been worth it at all.
This delivery company Yodel are an absolutely disgrace we have been waiting in for 5 days for a delivery which as never arrived on checking tracking it says customer refused to sign which is a blatant lie as no one has tried to deliver.After making a premium number phone call i have received an email stating it as all ready been delivered. I will never order from Amazon again whilst they are using this dreadful company
after making a po
Had I known that the company I ordered from were using HDN I wouldn’t have bought from them. This company is really woefully weak when it comes to customer service. Paid for next day delivery. Follow link to tracking website, discover that the package got to the Yodel depot nearest me (30 minute walk/8 minute drive) at 03.49. Stay in all day to receive delivery. Nothing. Call Yodel. Get a pleasant, but clearly inexperienced/poorly trained chap who fumbled his way through reasons and excuses for why I didn’t get my package. “It’s showing as not with the driver, although it could be and system isn’t updated’ amongst others.
A friend who ordered from the same company as me is experiencing exactly the same problem with Yodel. Something is seriously wrong with this outfit.
Just to add my 2 euros – supposed to have a mobile phone delivered on Thursday, someone was in all day and no delivery even though their website says “no-one to accept delivery – card left”.
Spoke to someone who promised delivery on Friday – nothing…..apparently the driver had “a car crash”!
Was told it’ll “probably” be delivered on Monday.
Funny story I hate HDNL, I was waiting for a delivery yesturday (router) and there was no show… I thought jokingly “they probally used hdnl”
Then today a Yodel guy turns up (never heard of it) and I notice its the same guy who normally delivers for HDNL, busted XD
Now I know Yodel sucks.
I have been messed about by YODEL for 3 days now, every time I call the office they make some bull shit up about the van crashing/breaking down, driver had a stroke the list goes on.
The Manager called me today and fobbed me off with more excuses.
The funny thing is I have two orders with them from different companies and both orders have been delivered on the wrong dates and was even told they tried to deliver and no one was home but I was in all day.
Next time I but something I’ll be making sure they don’t use YODEL because they are a bunch or armature CUNTS!
Contacts details for Jonathan Smith who is CEO at YODEL
Not sure which one works but I have not had a delivery failure so im assuming its delivered!
Jonathan.Smith@yodel.com
JonathanSmith@yodel.com
JSmith@yodel.com
J.Smith@yodel.com
I think everyone should bombard this twat will all the complaints and maybe he will realise they a shit and actually sort it out!
I keep getting the runaround from these idiots – each person I talk to gives me different information, and each time I ask, it would appear that their supervisor is ‘unavailable’. I suppose he must be busy, the poor love!
Thanks for the addresses – let the spam begin!
I fear the unfortunate Jonathan Smith may have changed his email address – all of the above have been bounced back. So far, it’s a “delivery has been delayed” message, but I expect the “unknown address” message anytime soon.
Jonathan Smith has now changed his email!
My first emails delivered OK because I got the return receipt to confirm this.
He didn’t bother replying to me and still no one has bothered to call me back so I have cancelled my order with the supplier and now they can deal with trying to get the parcel back!
Full refund received, thank god!