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They recieved parcel, and promptly lost it!

So, Ordered a shirt on 12th December from River Island for next day delivery. Yodel recieved the item on the 13th at the Cambridge service centre. By the 14th (night of our party when I needed the shirt) the parcel still had not arrived so I talked to an advisor. She told me they had the parcel and guaranteed me delivery on the 15th. I went on holiday until today (20th) when I have called them as still not recieved. I was very calm and just asked for an update. I was told to 'stop getting upset' then promptly informed that the Cambridge Service centre had lost my parcel and that it was my responsibility to call River Island to arrange a refund. He did eventually say he would tell River Island to put a trace and claim on the item.

If they are aware an item has been lost why did they not even bother to contact me? They had all my contact details and it surely would have just been courteous?

More to the point, why do companies continue to use Yodel? I presume it must be a cost thing because their customer service and delivery ability is awful. Just as a point, I was on hold for 14 minutes before anyone answered my call.

Luckily River Island are helpful, arranged a full refund for today and that should be the end of it.

I would give a lower star rating than 1 if it was possible.

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Nick Archer
United Kingdom