Yodel delivery nightmare... shocker I know
Discussion
Returned a pair of shoes last Monday via a shop drop-off. I've used them loads, local and reliable. Parcel tracking shows as dropped off but that's it. Went to the shop yesterday as Yodel claim they couldn't collect it at 6.30pm the following day, correct because it closes at 6pm. Shop owner showed me a huge pile of parcels not collected this week and that the same happened last week - we went through every one and mine wasn't there - he said they finally showed up Wednesday evening and collected then. Tracking hasn't updated to show this.
Yodel 'customer service' is hopeless - if I call I end up getting cut off and web chat just say 'we've raised an investigation with the depot' - there is clearly an issue there because anti last week he had daily pickups at the shop.
The return was done via the web portal of the retailer, and had a £2.95 returns fee.
What are my options here? My gut feeling is that they're gone and I'm going to end up eating this £175 cost.
Yodel 'customer service' is hopeless - if I call I end up getting cut off and web chat just say 'we've raised an investigation with the depot' - there is clearly an issue there because anti last week he had daily pickups at the shop.
The return was done via the web portal of the retailer, and had a £2.95 returns fee.
What are my options here? My gut feeling is that they're gone and I'm going to end up eating this £175 cost.
Gweeds said:
Returned a pair of shoes last Monday via a shop drop-off. I've used them loads, local and reliable. Parcel tracking shows as dropped off but that's it. Went to the shop yesterday as Yodel claim they couldn't collect it at 6.30pm the following day, correct because it closes at 6pm. Shop owner showed me a huge pile of parcels not collected this week and that the same happened last week - we went through every one and mine wasn't there - he said they finally showed up Wednesday evening and collected then. Tracking hasn't updated to show this.
Yodel 'customer service' is hopeless - if I call I end up getting cut off and web chat just say 'we've raised an investigation with the depot' - there is clearly an issue there because anti last week he had daily pickups at the shop.
The return was done via the web portal of the retailer, and had a £2.95 returns fee.
What are my options here? My gut feeling is that they're gone and I'm going to end up eating this £175 cost.
Do you have a receipt for dropping off? If so you are probably ok as it is then out of your care and into their network/responsibility.Yodel 'customer service' is hopeless - if I call I end up getting cut off and web chat just say 'we've raised an investigation with the depot' - there is clearly an issue there because anti last week he had daily pickups at the shop.
The return was done via the web portal of the retailer, and had a £2.95 returns fee.
What are my options here? My gut feeling is that they're gone and I'm going to end up eating this £175 cost.
Gweeds said:
Returned a pair of shoes last Monday via a shop drop-off. I've used them loads, local and reliable. Parcel tracking shows as dropped off but that's it. Went to the shop yesterday as Yodel claim they couldn't collect it at 6.30pm the following day, correct because it closes at 6pm. Shop owner showed me a huge pile of parcels not collected this week and that the same happened last week - we went through every one and mine wasn't there - he said they finally showed up Wednesday evening and collected then. Tracking hasn't updated to show this.
Yodel 'customer service' is hopeless - if I call I end up getting cut off and web chat just say 'we've raised an investigation with the depot' - there is clearly an issue there because anti last week he had daily pickups at the shop.
The return was done via the web portal of the retailer, and had a £2.95 returns fee.
What are my options here? My gut feeling is that they're gone and I'm going to end up eating this £175 cost.
If you have a receipt from the shop confirming that you dropped it with them, you are covered. If you are refused a refund, just send them that.Yodel 'customer service' is hopeless - if I call I end up getting cut off and web chat just say 'we've raised an investigation with the depot' - there is clearly an issue there because anti last week he had daily pickups at the shop.
The return was done via the web portal of the retailer, and had a £2.95 returns fee.
What are my options here? My gut feeling is that they're gone and I'm going to end up eating this £175 cost.
It's Yodel/the retailer's problem if the parcel that you passed (with evidence) to their chosen carrier has gone missing......
Gweeds said:
Shop owner showed me a huge pile of parcels not collected this week and that the same happened last week - we went through every one and mine wasn't there - he said they finally showed up Wednesday evening and collected then. Tracking hasn't updated to show this.
So are you saying that after checking that your parcel was missing, which would suggest it was the shop that has lost it and probably why Yodel cannot track it?Freakuk said:
So are you saying that after checking that your parcel was missing, which would suggest it was the shop that has lost it and probably why Yodel cannot track it?
The shop have a list of the parcels collected, and mine was within it. It's left them and then gone astray. Have been in touch with the retailer and they've requested an investigation, as have I. So there's nothing I can do for 48-72 hours anyway now.
I did my bit and have the proof.
Gweeds said:
Shop owner showed me a huge pile of parcels not collected this week and that the same happened last week - we went through every one and mine wasn't there - he said they finally showed up Wednesday evening and collected then. .
Gweeds said:
The shop have a list of the parcels collected, and mine was within it. It's left them and then gone astray.
How did they manage to collect a parcel that wasn't there!?I dropped the parcel off on 20/3. They usually have daily collections.
Yodel attempted collection on 21/3 after the shop as closed. They then came back on the 22/3 and collected, mine was amongst those.
Yodel claim they haven't collected it, the shop has a list of parcels collected on 22/3 and mine is in that list. I went to the shop to check because I guess they've had form of this with Yodel and wanted me to see for myself the parcels that were there waiting for collection yesterday (loads because Yodel haven't collected since last week now.
So my guess is that the depot has a problem, this wasn't scanned in to the van upon collection and because of the problem at the depot they can't locate it now.
Yodel attempted collection on 21/3 after the shop as closed. They then came back on the 22/3 and collected, mine was amongst those.
Yodel claim they haven't collected it, the shop has a list of parcels collected on 22/3 and mine is in that list. I went to the shop to check because I guess they've had form of this with Yodel and wanted me to see for myself the parcels that were there waiting for collection yesterday (loads because Yodel haven't collected since last week now.
So my guess is that the depot has a problem, this wasn't scanned in to the van upon collection and because of the problem at the depot they can't locate it now.
Yellow Lizud said:
Gweeds said:
Shop owner showed me a huge pile of parcels not collected this week and that the same happened last week - we went through every one and mine wasn't there - he said they finally showed up Wednesday evening and collected then. .
Gweeds said:
The shop have a list of the parcels collected, and mine was within it. It's left them and then gone astray.
How did they manage to collect a parcel that wasn't there!?
Makes sense to me.
A friend of mine used a courier service to return an iphone to Apple for repair under warranty. He has all the collection information but Apple are sating they didn't receive the phone itself. Apple and the courier are denying the claim because he has no evidence that the phone was in the package he deposited into the courier chain.
Why he didn't take it to his nearest Apple Store, or send it via Royal Mail Special Delivery with insurance is beyond me.
Why he didn't take it to his nearest Apple Store, or send it via Royal Mail Special Delivery with insurance is beyond me.
Collectingbrass said:
A friend of mine used a courier service to return an iphone to Apple for repair under warranty. He has all the collection information but Apple are sating they didn't receive the phone itself. Apple and the courier are denying the claim because he has no evidence that the phone was in the package he deposited into the courier chain.
Isn't that a different situation? He has chosen the courier therefore the dispute is between the courier and himself. In the OP's case, Yodel was mandated by the shoe company (the return was booked via their portal). I'm not sure how your friend could prove the phone was in the package? He could take a photo of the phone being put in the package but could then just take it out again before sending it. Same even if was a video.
Collectingbrass said:
A friend of mine used a courier service to return an iphone to Apple for repair under warranty. He has all the collection information but Apple are sating they didn't receive the phone itself. Apple and the courier are denying the claim because he has no evidence that the phone was in the package he deposited into the courier chain.
Why he didn't take it to his nearest Apple Store, or send it via Royal Mail Special Delivery with insurance is beyond me.
If they're trying to claim that the phone wasn't in the package, then I'd be asking them to show me the empty package, as without that it's immaterial whether the phone was in it or not.Why he didn't take it to his nearest Apple Store, or send it via Royal Mail Special Delivery with insurance is beyond me.
If they've lost the package, then I'd explain to them that the phone is currently in a quantum superposition of both being in the package and not being in the package, until the package is found and checked. Schrodinger's phone, if you will.
Gweeds said:
Update - the retailer has just called. Yodel have admitted they collected them now, and have 'lost' them. They are refunding me so all good.
Thanks for help everyone!
Good result.Thanks for help everyone!
I have to say I did nearly 2 years at Yodel focusing on upgrading their track and trace delivery solution, this encompassed the backend software, front end for customers, separation from a parent system and finally the development and deployment of new hand held scanners.
Every step of the journey of any parcel would be scanned in and out, things rarely just go missing although their distribution centres are huge and something could easily fall off a conveyor into the unknown. However, as with any delivery service a lot of the staff are self employed or work for another small courier firm, i.e. Yodel don't employ everyone, and there is unfortunately an element of theft across the board.
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