Reply from Hdnl
[REPLY]
- Reviews (113)
- Paul
- 11 Reviews
If only there were 0 stars
Have stopped buying from Amazon, unfortunately finding out the hard way that some other suppliers will use them too. Its a miracle this company even exists, i urge all of you to complain to watchdog in the hope that they can be made an example of.
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- E Clark
- 9 Reviews
Useless delivery company where 24 hours = 3 days
Booked a parcel that was needed next day on 24 hour service to be collected from home. Parcel collected and thought job done. Didn't turn up next day, or day after that, but on third day. Complained to get money back and was told by stroppy woman, all home deliveries are on 3 day service. Why is that not on the site? Wouldn't refund money as delivered parcel.
24 hours = 3 days and that's ok - only in the land of the parcel delivery networks.
I suppose I should be thankful it arrived in one piece ...
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- Andy
- Sutton Coldfield, GB
- 46 Reviews
Not a great experience
The driver claimed "no one was in" even though someone was in all day awaiting a delivery, he didn't even put a card through the door, he just noted it on their own system, so we only knew what was going on when we contacted the company we bought from, as HDNL don't even give you a customer service number to contact.
- JP Hurley
- 1 Review
Rubbish
Parcel supposed to be here on 5th still waiting, havent even tried to deliver, just decided that they cant deliver to my address and have had the common decency to phone or email me too tell me. I cannot believe that anyone company could do this. HDNL should be embarrassed to have 'Putting the customer 1st' on their truck, because they obviously dont care!
- RosieH
- Brighton, GB
- 1 Review
Why do they even exist...
I have had so many problems with HDNL it makes me question whether I should order from Amazon sometimes.
This is a very good example of why they suck:
29 Dec 2011 07:27:58 PM Gatwick Van UK Delivery attempted (brighton)
29 Dec 2011 07:45:04 PM Gatwick Depot UK Arrival Scan
Apparently, it takes 17 minutes to drive from Brighton to Gatwick. Not possible unless you drive extremely fast / fly.
The driver did not leave a note, but this wasn't because he had run out, oh no, it's because he did not even bother to deliver my parcels. There is no way in hell he tried. I have been in all day waiting, and I also have a dog that KNOWS when someone is at the door, she goes insane and barks a lot (helpful with deliveries).
I called customer services. The only thing he could do and say was "oh... that must have been the driver then.... that's not good...it will be delivered tomorrow."
It is obvious that the driver obviously is cutting corners and breaking rules by not delivering certain packages. I'm probably not the only one that he was meant to be delivering to tonight.
I really don't know why HDNL are even still being employed by big names such as Tesco and Amazon etc... Maybe they are ridiculously cheap? I don't know. But they are making me not want to buy from them now, so they will eventually end up losing out.
Anyway, previous times I have ordered with amazon and got a delivery from HDNL, it has come at 9pm or later. Which has left me waiting in all day. And not to mention the men that deliver the parcels stink of sweat, grease, and B.O. and therefore so does the cardboard that the item is in.... not pleasant.
I don't know whether to give a real complaint to HDNL or not but I'm not impressed at all.
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- Mil
- United Kingdom, GB
- 9 Reviews
I wish I could give 0 stars
HDNL is the worst delivery company I have ever come across. Unfortunately some companies I order from do not specify which courier they use and I often have the unfortunate luck to have HDNL for some of my orders. About 75% of the time, I am left infuriated with how the parcels are left at my house. I've parcels containing electric items thrown over my 6 foot garden fence, parcels wedged into my gas meter box, parcels left in my recycling bin which was 3/4 full with garden cuttings and rotting vegetables, one time my wife had forgotten to lock her car and the parcel had been left in the drivers footwell (this is something I'm completely baffled about, do delivery drivers go around checking whether car doors are open for the houses they are attempting delivery at??), I've had parcels left with complete strangers (it's amazing that delivery drivers think that just because they live a few houses away, that they can't be strangers), I've even had a parcel left behind my car and without having a note left (car had been unused for a number of days and only after moving it did I find the parcel there. The parcel were chocolates which could have been ruined as they were out in the rain). I really hate HDNL and make it a point to complain to the company I order from (e.g. Amazon, John Lewis etc), whenever they use HDNL. HDNL's customer service is ridiculous as they have no quality control and the delivery drivers do not seem accountable to anyone.
- Anton Hill
- Rotherham, GB
- 1 Review
And 1 Star is Generous
Absolute worst courier company I have ever come across. My parcel has been on the van 3 times and every time returned to the depot, and every time I was in all day.
I am planning on a trip to the depot tomorrow. 25 miles, away to pick up a next day delivery item 10 days later than expected.
I will not be using Amazon again anytime soon, unless it states that they use Royal Mail.
- arthur watson
- halkirk, GB
- 1 Review
WHAT DELIVERY!.
Orded from amazon on6/12/11. Arrived at depot on 9/12/11. Tracking stated it had been delivered into porch. I havent got a porch!. I havent been out at all,so defitently hasent been delivered. Ive spoken to other people in the area,who had nothing but problems from this company.The name of the property is at the top of the drive,and also on the house itself. Amazon to their credit,have sent the order again. Ive begged them not to use this company again. WHAT A SHOWER OF MUCK THEY ARE!!.
- Neal
- Bracknell, GB
- 1 Review
Focking crap company
They threw my delivery over my fence when I was out whilst it was raining. The delivery note said it had been left at the back gate. I don't have a back gate. I found it in the back garden, although by then my amazon parcel was soaked and ruined.
I complained and was told they would need to speak to the driver and get back to me. They never got back to me.
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- Adam James Forster
- Bridgnorth, GB
- 3 Reviews
Are they blind or just lazy?
I have just checked the tracking on my latest Amazon order to find that apparently the delivery address is invalid. I have double checked the address and it is not invalid, in fact it is the same address that Royal Mail have never failed to deliver an Amazon order to. I have re-requested delivery for tomorrow, but if they failed to find me today I have no hope that they will find me tomorrow. Admittedly our building has two front doors, but it's not that hard to check two doors that are 4 meters apart!
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- Trevor Rowell
- Boston, GB
- 3 Reviews
HDNL + Amazon Prime = Useless
I tried out the free trial of Amazon Prime and nearly every parcel delivered by HDNL was late, sometimes 4 days late. Towards the end of my trial I got my parcels via Citilink and Royal Mail tracked service. Based on this I subscribed to Prime. Everything has gone down hill since then with Amazon providing a worse service and yet again sending via HDNL. I am currently waiting for 2 Amazon Prime parcels due for delivery by HDNL today. It is now 5.30pm and the parcels are showing as being in Northern Ireland instead of Boston Lincolnshire. One review site has over 3,000 posts about HDNL and Amazon's own forums have over 100 complaints about HDNL. Amazon are totally ignoring their customers complaints about HDNL.
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- Ash Whiting
- London, GB
- 2 Reviews
Missing Bike
I'm reposting this here, because apparently Yodel and the HDNL are the same thing, even though they can't work out who they are themselves.
I ordered a Koga Miyata bike from a reputable supplier in The Netherlands. It was posted on the 3rd September. I expected delivery on the 8th, and sure enough according to TNT Post NL tracking system the bike had been delivered.
I excitedly rushed home after work to find that neither was there a bike, nor was there a calling card.
I got on to my supplier who told me that Yodel were the company in the UK that dealt with delivery. Unfortunately I couldn't chase them, as I wasn't supplied with a calling card. I didn't have the tracking number.
A week went by, with me contacting the supplier of the bike, TNT Post in the UK. Between us, we managed to ascertain that The Home Delivery Network were in charge of delivery. I contacted them, not realising that they had changed their name to Yodel. Obviously they had no record of the delivery.
Fast forward to Monday 19th Sept. After much to-ing and fro-ing between myself, the supplier and TNT Post, we finally get a Tracking number for Yodel in the UK. Armed with this number I give them a call.
I am confronted by a really rude customer services adviser at Yodel who I tell the whole sorry story to. She then tells me that my parcel has been delivered to an address 2 doors down from me. I question the sense in them doing this, as I don't know those neighbours, I also never got a calling card. She told me to contact the supplier. I then told her that my neighbours had not popped the package round to me. She said it wasn't their responsibility. Not convinced, I went on to say that if the package had not been delivered to me, then they were liable for the value of the package. She said not so. It's the supplier who is liable.
I then asked to speak to her supervisor. She told me that the supervisor would say the same thing as she just told me. I insisted. She then told me no supervisor was available. I asked her to put me through. She swore at me, then put me on hold. For over an hour before the phone cut off.
I came home from work and checked with my neighbour 2 doors down. A middle aged couple, with BMW and Mercedes parked in their drive. Not the sort of people to steal a rusty second hand bike. Lo and behold, they hadn't taken delivery.
Livid I return home and call them again. After being kept on hold for half an hour (not a good sign) I tell them that the package has not been delivered to the neighbours. They insist it has and I'll need to talk to my supplier. I then ask to speak to a manager. Again get told that the manager will say the same thing. I insist. I am put through to Craig - The night manager.
He tells me that according to their records, the package was delivered to my neighbours. I say that it hadn't, and that I hadn't received a calling card (and that I'd wasted 10 days chasing my parcel due to this error) - He tells me that the driver had been reprimanded. I then ask for the name of the person who signed for the package. The driver hadn't taken it, just a signature. I then say that in that case Yodel are liable for the value of the bike. Craig then goes on to say that the driver has been reprimanded twice about his mistakes (and that he's sorry) - I reiterate that Yodel are liable for the value of the undelivered bike. Craig then tells me that as part of their terms and conditions they are within their rights to leave the package with a neighbour and that I should contact the supplier. I suggest that it is not the supplier that is liable and I ask him for the proof of delivery documentation. He tells me that only the supplier can request this, via TNT Post in the Netherlands.
We to-and-fro for a while, all the time asking what has happened to the package. All Craig can tell me is that it has been delivered to my neighbour. I suggest getting the police involved - to send them to the depot in Mitcham to question the driver. Craig then says he'll get their security team to look into it.
The upshot of all this is that I have wasted 10 days (only God knows how many more from this point) trying to piece together what has happened to my bike. It seems to have disappeared into the quagmire that is Yodel's internal processes. There is no end in sight and it has left me incredulous how a company such as Yodel can continue trading with such a poor record. I will be involving both the Police and the press (as I suspect the driver stole the bike)
- charlotte
- 1 Review
AWFUL SERVICE
this company is an absolute joke! i recently ordered a dress from river island,paid for it,then my stomach turned!!!!!... they use HDNL!!! i knew i was in trouble,ive had bad expierences with these t**s before.i followed the tracking system online of where my parcel was etc.ordered my dress sunday,parcel dispatched with HDNL wednesday night.thurday morning in droitwich depot,thurday night leeds depot,friday around 8.45am loaded onto van.now ,i was in all day,and these clowns have delivered to my address before.i waited in,waited,and waited,nothing came!!! 2pm i decided to go on the computer for a bit,was getting bored,sat next to my bedroom window with the computer so i had FULL view of the driveway and whole street and surrounding streets.i was here until 5pm!!! nothing came.saturday morning i decided to check where the parcel was as i thought maybe its delayed.........online tracking system stated it was delivered at the property on friday the 9th of september at 15.37pm!!! was it! I DONT THINK SO!!!!!!!!!! i was sat at the window the whole bloody time,NOBODY came to this house.we rang the customer service,they wanted the card number from the card that was left.....there was no card,cos accorrding to these dicks,my parcel was delivered! we then searched online for there depot in morley,some slack cow answered,was like talking to someone half stoned! she said it been delivered,thats when i lost it with the bitch,NO IT WASNT,my friend had to talk to her i was going MAD!.she said they will interview the driver monday morning to see what happened.theres two reasons here,one,the driver has lost it,or worse stolen it and forged a signature,i wouldnt put it past them,they have the dodgiest of the dodgiest working for them! maybe a size 12 dress might be his thing or maybe his wife would like it,awww nice!! NOT!! two,the lazy arse driver wanted to go home early friday so lied and said he delivered it and has left it in the van for monday.either way,its a F*****G JOKE.im FUMING!!!!!!!!!!!!!!!!! 2moro morning im getting bloody answers,i will also go to the depot if needs be!!! HDNL,i hope ur ready for me 2moro!!!!!!!!!!!!!!!!! oh yeah,im also reporting them to watchdog,i promise i will drag there name thru EVEN more mud!
- Tom
- stevenage, GB
- 1 Review
Terrible Service
Following lateness of my order from Amazon I checked the tracking to find that delivery had apparently already been attempted. This was interesting given that my wife and I were at home at the time when they claimed to have attended and no delivery card was left. Strikes me that they didn't even bother. It was only when I chased the company that I found that there was no plan to attempt re-delivery meaning my item would have sat at the depot.
- Cindy
- 1 Review
Terrible!
Had 2 bad experience with HDNL within 1 week!
1) I was home all day waiting for my parcel to be delivered. Nothing arrived. Late afternoon comes, I check the status of the delivery on HDNL website, and it says that it's back at the depot! I paid for express delivery!!
2) A HDNL delivered parcel sits outside my door - and it's not even addressed to my house!
- Richard
- London, GB
- 5 Reviews
The worst by a country mile
If you would like your parcel to "go missing", use this company to delivery it.
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- Tomasz Rykala
- London, GB
- 4 Reviews
Useless and unhelpful
Why is Amazon using these clows is beyond my comprehension.
One of the delivery horrors went like this: I was told that my item would be delivered on Monday, and it wasn't. On Tuesday I call the office of HDNL and ordered for my item to be delivered on Wednesday, when my GF had a day of and would be in. They agreed, but the item wasn't delivered! My GF wasted a whole day waiting. So I called on Thursday asking why, and they said that the item was actually taken from the base today, a day later than agreed ! They phone operator couldn't tell why but it was. So I gave them another chance - please deliver tomorrow, on Friday. They said yes, and again they didn't even take from the warehouse on Friday. Absolutely shocking, almost farcical and bordering on intentional. I called the office again, and surprise surprise - the operator again couldn't explain why the driver would not take the item out on the correct day.
Please Amazon, stop using these bunch of incompetent scamsters.
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- Mark Harrison
- Stalybridge, GB
- 25 Reviews
Awful!
I was out when these delivered an item so they left a card. Great! So I arranged a re-delivery online. I waited at home all day and it never arrived so i had to re-arrange another delivery and waited in all day and it turned up right at the end of the day. Wasted two full days for these to deliver one item.
Have you tried contacting customer services? Good luck!
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- Brook
- 16 Reviews
KEEP CLEAR!
I order a lot of goods online and the one thing that fills me with more dread then anything else is notification the HDNL are delivering my good!!!!
Seems they dont bother with "sorry we missed you" card 9 times out of 10, the drivers are rude and the customer service just want to get you off the phone with there moto "it will be out for delivery tomorrow"!
The record so far is 3 weeks to get a drill delivered on a next day service!
- Patrick Timmis
- London, GB
- 1 Review
HDNL are THE MOST USELESS delivery company in the UK - and that is saying something!!
First of all unlike other delivery companies such as City Link or Hermes they are unable to provide any guidance on when the delivery will arrive beyond 7am-7pm. Because of my job this means that receiving the delivery at home isn't an option. So I called to arrange collection the week before Easter, and the automated service gave me the choice of collecting Tuesday to Saturday. I thought they might be closed over Easter but no word of this on the website or phone service so I drove to the Wembley (1.5hrs round trip) to collect the parcel on Good Friday morning. They were closed - wasted trip number one.
I was away the following week but then called the automated service again to rearrange delivery. So I reentered my numbers on their premium rate phone line and got a new collection window for a second trip to Wembley (hoorah!) for 2 May to 7 May. Off I trot this Saturday morning for another 1.5hrs in the car and sure enough... no parcel. I explained that I had been given this delivery window to the lady at the counter. She told me that was wrong (?) and it's now been returned to sender..
- sara
- 1 Review
Dishonest and useless
Aweful!! I waited a whole day for them to deliver my parcel and by 9pm it hadn't arrived so I called them as they hadn't left a calling card and definitely had not rung the doorbell - the response was that they had 'no access'. We live in a bog standard normal house with a little gate that leads to our door - if our Royal Mail postman and every other delivery we've ever had are able to open it, it baffled us how they marked it down as 'no access'. So after arguing this point with them and being reassured it would not happen again, they agreed to deliver it the next day so I had to take a second day off work (thats loss of two days wages!) when it got to 1pm, realising I had not received a delivery time text, I called them at which point I was told it had not been loaded onto a van and would not be delivered today. Only option was to arrange for another day but I cannot afford to take another day off work and have no transport to go and collect it, so I will not be receiving my parcel - RIDICULOUS!!!
- Jim
- Bracknell, GB
- 2 Reviews
Amazon are losing business because of HDNL
Unfortunately Amazon are now using this company but hopefully not for much longer as they are totally unreliable. City Link used to be bad, but HDNL have put my "parcel on the van" and had it out for delivery and never attempted delivery twice now in the last month. THey jsut seem to put it on the van early in the mornuing and take it back to the depot in the evening, then (sometimes) try again the next day.
- Udo
- London, GB
- 2 Reviews
Useless
Ordered an item from Amazon using 1-day expedited delivery with full UK address details including Postcode. Address has been successfully delivered to by all other couriers I have used. Still no sign of parcel after 8 days. Phoned up after first 'failed' delivery to find their 'specialist' driver can not find a simple address. Gave them detailed directions and my cell number to call if there were any problems, received no call and found parcel had been returned to depot because they could not find address. Have now been in contact four times each time being promised delivery next day, only to wait the whole day for no show and no phone call.
Utterly useless, they should be avoided for the sake of your sanity.
- consumer
- 1 Review
delivered when expected
I've had several deliveries and they have turned up when expected and was able to follow tracking. Put parcel in a safe place when I was out
- A Tike
- 1 Review
How to contact them and get the problem resolved
I have had dealings with HDNL in the past - I ordered something from Argos and HDNL lost it - So I did about 3 hours worth of 'Googling' and found the chief exec's email address - I sent a snotty email stating the law to watchdog and also cc'd the email to HDNL - My parcel got delivered within 36 hours of them recieving the email and got £10 worth of vouchers from them. Below are the contact details which I used, and the required message contents to get to the directors office - but please be polite and civil.
Email To = watchdogwebteam@bbc.co.uk
Then tell them your story, at the bottom after your story and problem put something like the following =
"Jonathan,
After many hours of surfing the internet, I finally managed to find a contact to someone who might be able to do something, I understand you are the Chief Executive.
As you will see this is an email I have recently sent to the BBC - Watchdog program, following your companies appearance on the program mid-November 2010. I am very unhappy with the way in which your staff have treated me with regards to my long awaited computer desk, which still has not arrived. I am writing this email as a last resort as I do not know how I am supposed to get my point across to the people answering the phones as they do not care about my problem, I know for a fact that I am not the only one. What are YOU going to do??
Any help or advice very much appreciated, from either watchdog, or Jonathan...
My reference numbers for the packages shipped with HDNL are =......"
Then FORWARD this email To = press.enquiries@hdnl.co.uk AND HDNHLC@vx.myhdnl.co.uk
and put "Please forward this to Jonathan Smith for his immediate attention."
Jonathan Smith is the Chief Executive
Hope this helps :)!!!
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- Alec Cobb
- London, GB
- 6 Reviews
Totally incompetent ...
Still waiting for bunk beds for our boys (which was a Christmas present for them). Was supposed to be delivered on Christmas eve from Very.co.uk.
The delivery company HDNL is to a large extent at fault as they said that they would deliver but then phoned us at 4.30pm Christmas eve and said they had two punctures and had run out of petrol (you've got to be kidding! what self respecting courier runs out of petrol). It seems to me that this was just their way of knocking of early - I can't blame them wanting to do that but they are being paid to do a the job (and not to lie).
HDNL also 'said' they'd tried to deliver on the 28th ... but there was no call beforehand to let us know (we would have been in!) or 'delivery card' to say they had been ... so I don't know if I can believe them about that either.
From this experience I have to say that HDNL seem to have either untrustworthy or incompetent staff.
- Robin Burr
- Pontefract, GB
- 2 Reviews
Exceptionally poor service
HDNL have my parcel waiting in their depot. The phone and website redelivery service has been suspended as they are busy (it's the run up to Xmas). When I finally got through to a person I was assured that the delivery would be the next day. A day off work & waiting - not so. Finally got through to another person and they have no idea when they may be delivering my parcel! This is not a trustworthy & reliable delivery company. Oh yes - all the othe rmajor delivery companies have managed to deliver without blaming the "adverse weather".
- kris
- Birmingham, GB
- 3 Reviews
They must be cheap!
Haivng had two parcels from Amazon recently dropped over the back fence, the second lanfding in the snow and being left for the weekend by initial review would be much lower. (Amazon replaced the damaged goods without any fuss - proves how cheap HDNL must be!)
However since my partner caught one of the drivers and had a discussion they have since started leaving our parcels with neighbours.
I aplaude the thinking that leaving the parcel in a secure place would be helpful and they didn't leave it in plain sight, but sadly this was let down by the fact they could no see over the fence and obviously had no consideration for the contents of the parcels.
Whilst they continue to undercut the Post Office Amazon will still be using them so the problems will continue.
My advice - help the drivers apply some common sense and ask for parcels to be left with a neighbour.
- ben
- 1 Review
This company should have gone into recession
This company is a total disgrace do not even think of using them. I understand the weather excuse,traffic etc but sending my parcel to the wrong depo to start, then after seven day it reaches the right depo and then the driver has the audacity to say that he could not access my property when I'm on the main road is just a joke oh guess what I still haven't received it !!! I only can laugh out LOAD Imbeciles all of them!!!
- Dave S
- 2 Reviews
Delivered to my garbage
So I got wedding presents from Amazon.co.uk and they used HDNL. Big mistake. So most of the presents got delivered while I was away at my wedding, when I came back there was a note saying, have put items in you r safe location, your garbage bin cubby hole. That's right, where the garbage men will take garbage from. Thank god the garbage men were smart enough not to take the presents, although they did rip into the packaging to see if it was garbage. A very close call and a miracle nothing was nicked.
- Richie
- Northampton, GB
- 8 Reviews
Garbage
Used these to send a parcel through parcel2go. I selected the 48 hour service on a Friday afternoon. My parcel was collected at 7.55pm on the following Monday. After 3 failed attempts to deliver my parcel I finally received it back in a damaged box 15 days later!!
I spoke to a driver, he gets paid 50p a drop, if the address is hard to find it isn't worth the hassle and time looking for it. They are not allowed to call the customer if it is a tricky address to find. They pay their staff peanuts and the staff will not go out of their way to ensure you receive your package. Will NEVER use HDNL again.
- Mr Oram
- 9 Reviews
Should be called Home Collection Network
I have for a number of years purchased numerous items off the internet from various retailers. These include Amazon and Schuh.co.uk both of which use the HDNL as their method to delivery certain items.
On the first occasion, I stayed in all day to wait for the item to arrive (it never did) and when I called they said the driver had attended and should have left a calling card (no card left).
On the second occasion, the same thing happened again and on both these occasions I have had to attend the depot to collect the item myself defeating the point of having a delivery company!
I am now again waiting in for my item. I recieved a text from them to say it should be delivered between 09:30 and 12:30 however its now 15:00 and again no sign of the driver, a postal note or a phone call to say they are on their way.
Will it arrive or will I have to attend to collect my parcel.... the chances are from previous experience I'll have to collect it so and I don't think any delivery company out there would want to have a reputation like that.
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