Su M Planta Duncan´s profile

Reviews (2)

Yodel

DO NOT USE YODEL! TERRIBLE PROBLEMS!

I am writing in the vain hope that this will escalate the problem I have and responsibility and action will be taken by <external link removed> and Yodel to simply resolve the problem that I have. Two packages were collected from my home 31 Oct 2012. I had printed and securely fixed the correct addresses to each parcel. Upon collection, the Yodel driver put sticky labels on the packages and my wife and I both asked if there was a receipt for tracking which we needed. He assured us no, just the tracking number as per the order placed online:

The following Thursday we had an email and spoke to our customer on the phone, Mr. <priovate data removed> A package had arrived and it was the wrong item in the box. We discovered that the correct address we had affixed was on one side, and the sticky label by Yodel on the other was incorrect.

We then started various chats/calls with <external link removed> and Yodel and discovered that the second parcel was at a depot and had yet to be delivered. After being assured by the <external link removed> Agent that instructions to hold the package at the depot and re-deliver correctly were made we logged off. On Friday, as per the agent's advice, we called in the morning to double check and were told yes, those instructions were with Yodel and that a collection from Mr. <private data removed> were also sent to by <external link removed> to Yodel.

On Friday afternoon, a package was delivered to Mr <private data removed>. He found that the contents inside were not his. As per Mr. <private data removed>, he saw that the correct printed label from us was affixed and that the incorrect sticky label addressed to him was on the other side.

We have photographic evidence from both of our customers.

Currently both customers have acknowledge receipt of goods for the other. They have also been instructed that a collection would be made and a re-delivery done with the correction to each of them. They been waiting patiently for collection but thus far I do not have anything but verbal or "chat" assurance that instructions have been placed both on Thursday, and followed up on Friday when they realised that the second parcel had been delivered to Mr. <private data removed>.

I have several chat transcripts which support this. I also made several calls to Yodel, who despite having to pass me back to <external link removed>, gave me explicit instructions to tell <external link removed> to escalate with Yodel's Premier Customer Service team, and that new tracking numbers would required with each new order, and that as the order was placed by <external link removed>, these new tracking numbers (7digit) would be provided to <external link removed> and that they should provide this to me for tracking. Who's fault is it?!?

I am very sceptical at this point that this matter is being resolved and that rather than solve the problem, both <external link removed> and Yodel are arguing over culpability. I simply want this sorted, and my customers and myself compensated for a service that they should not have to pay for.

Very simply at this point 3 DAYS later <external link removed> have to authorise Yodel to IMMEDIATELY ARRANGE COLLECTIONS FROM:

1. Pick up from <private data removed>.
2. Pick up from <private data removed>

I have spent well in excess of valuable working hours over the 3 days just to wait for an answer. I feel frustrated as I could have made arrangements on Friday and had collections arranged from both customers for the Monday. I still have had no response back from <external link removed> that this has been done. I feel as though I am wasting my time and that no one is following up. I feel LIED to!

I will publicly denounce <private data removed> and Yodel services on twitter, facebook, yellow and any other web based forums till people get the message. Don't use <private data removed> or Yodel. I don't see the follow up and actions beyond their canned responses. It's simple, make a call to your provider, talk to the escalation team, discuss and report back to your customer. We have waited 3 Days now!

Time has passed and action hasn't been made so I am sceptical and disappointed.

I await a reply as do my customers as a matter of urgency.

Poor service, lack of responsibility and not willing to solve problems. Avoid!

Parcel2go

DO NOT USE! TERRIBLE!!! PARCEL2GO SERVICE IS A FARCE!!!

Nov 9 2012
USELESS COMPANY! Our packages were mis-delivered. And then new collections were organised by Parcel2Go from our customers. They didn't know which courier collected our parcels. The tracking nos. they gave to us were incorrect for CITY LINK so it looked like no one collected. Three days later and they said one of our packages was lost. I called City Link myself and found P2G set up a collections for TWO packages from one of our customers (who only had ONE package). And lo-behold, there was a third tracking number. I ended up doing Parce2Go's job. Found the package with the help of City Link's customer support. Meanwhile my husband was on the phone to Parcel2Go going over THE SAME PROBLEM and explaining YET AGAIN to another agent who was ill-informed, hadn't read the case notes, and kept saying the SAME THING we've been hearing for 10 days "We're waiting for a reply from the courier which can take up to 48 hours"

We were also told they tried to email us and they implied it was our fault giving them the wrong address even though we've sent several chats with correct email addresses and we have had a reply from our email to customer services.

ABSOLUTELY DIABOLICAL AND USELESS! AVOID AT ALL COSTS

Nov 7 2012
BEWARE! THIS SERVICE IS A FARCE!!!!
To be honest I am totally exhausted by the hours of stress trying to sort this out.
The communication options P2G offer, when trying to resolve issues quickly leave a lot to be desired. Live chat would be useful if they had case numbers to reference, so you didn't have to re run a new operative through everything each time. Then only to be told they can't give confirmation until talking to the courier.. Seems like an awful waste of everyone's time.

Today, we spoke to both our customers and pickup has been made.
However, it has gotten confused again! And I'm left feeling very concerned.

According to the tracking information and confirmation from Mr S in East Kilbride. Yodel did pick up on Monday the 5th of November at 17:02, then dispatched from the East Kilbride Depot at 17:04. The tracking  information hasn't been updated since. On Collection Mr. S was given a JD no. by the driver. This number is not recognised as a tracking or reference number on either your site or Yodel's. I've tried different postcodes and dropping the 3 digits after the '-'. (which gives you the original tracking number). Still no joy... Which does make me nervous!
It boggles the mind that even on Monday and Tuesday you had no idea of the whereabouts of this package which was why I had to publicly shame you into booking collection for Wed. Yodel has had this package since Monday and it didn't arrive today. However YOU did manage to SEND ANOTHER courier CITY LINK to pick up a package already collected!

Mr D of Cheshire had the package destined for Mr S of East Kilbride picked up by City Link today (7th nov) at 12:10pm with a reference we were given yesterday.

The driver had no paper work labels for a new tracking no. - and said that it would be taken care of at the depot. The driver was also under the impression that "2" parcels where due to be picked up, at Danny's, which was obviously not the case.
The most worrying thing is if you enter the original consignment number into your tracking for city link, it clearly states that "Goods not ready for collection".. From Danny's Cheshire address...Which it obviously was... And put into the Van!!

How confident do you think I feel right now about this problem being resolved?

Before we even discuss a refund (which was pitiful, not even half the shipping cost?!? Let alone my time?) I want to know where and when these parcels will get to their original destinations. It's been over a week since pickup, and thanks to a simple and ridiculous error made by one of yodels drivers, I have spent most of that time trying to get one person to finally sort this out.

I would appreciate a call at anytime tomorrow with updated information.

---------------
NOV 5
I am writing in the vain hope that this will escalate the problem I have and responsibility and action will be taken by Parcel2Go and Yodel to simply resolve the problem that I have. Two packages were collected from my home 31 Oct 2012. I had printed and securely fixed the correct addresses to each parcel. Upon collection, the driver put sticky labels on the packages and my wife and I both asked if there was a receipt for tracking which we needed. He assured us no, just the tracking number as per the order placed online:

The following Thursday we had an email and spoke to our customer on the phone, Mr. D. A package had arrived and it was the wrong item in the box. We discovered that the correct address we had affixed was on one side, and the sticky label by Yodel on the other was incorrect.

We then started various chats/calls with P2G and Yodel and discovered that the second parcel was at a depot and had yet to be delivered. After being assured by the P2G Agent that instructions to hold the package at the depot and re-deliver correctly were made we logged off. On Friday, as per the agent's advice, we called in the morning to double check and were told yes, those instructions were with Yodel and that a collection from Mr. D were also sent to by P2G to Yodel.

On Friday afternoon, a package was delivered to Mr S. He found that the contents inside were not his. As per Mr. D, he saw that the correct printed label from us was affixed and that the incorrect sticky label addressed to him was on the other side.

We have photographic evidence from both of our customers.

Currently both customers have acknowledge receipt of goods for the other. They have also been instructed that a collection would be made and a re-delivery done with the correction to each of them. They been waiting patiently for collection but thus far I do not have anything but verbal or "chat" assurance that instructions have been placed both on Thursday, and followed up on Friday when they realised that the second parcel had been delivered to Mr. S.

I have several chat transcripts which support this. I also made several calls to Yodel, who despite having to pass me back to Parcel2Go, gave me explicit instructions to tell Parcel2Go to escalate with Yodel's Premier Customer Service team, and that new tracking numbers would required with each new order, and that as the order was placed by Parcel2Go, these new tracking numbers (7digit) would be provided to Parcel2Go and that they should provide this to me for tracking.

I am very sceptical at this point that this matter is being resolved and that rather than solve the problem, both Parcel2Go and Yodel are arguing over culpability. I simply want this sorted, and my customers and myself compensated for a service that they should not have to pay for.

Very simply at this point 3 DAYS later P2G have to authorise Yodel to IMMEDIATELY ARRANGE COLLECTIONS FROM:

1. Pick up Mr D. and Deliver to Mr S.
2. Pick up from Mr S. and Deliver to Mr D

I have spent well in excess of valuable working hours over the 3 days just to wait for an answer. I feel frustrated as I could have made arrangements on Friday and had collections arranged from both customers for the Monday. I still have had no response back from Parcel2Go that this has been done. I feel as though I am wasting my time and that no one is following up. I feel LIED to!

I will publicly denounce Parcel2Go and Yodel services on twitter, facebook, yellow and any other web based forums till people get the message. Don't use Parcel2Go or Yodel. I don't see the follow up and actions beyond their canned responses. It's simple, make a call to your provider, talk to the escalation team, discuss and report back to your customer. We have waited 3 Days now!

Time has passed and action hasn't been made so I am sceptical and disappointed.

I await a reply as do my customers as a matter of urgency.

Poor service, lack of responsibility and not willing to solve problems. Avoid!

Su M Planta Duncan´s profile

profile image of Su M Planta Duncan
Su M Planta Duncan
Reviewer
Female, 1973
London, United Kingdom

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