John R Mann´s profile

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Very helpful people, unfortunately let down by poor systems

I wasn't in 2 days ago when my package should have been delivered, so a card was left. Online, I arranged delivery for today. At midday, I checked the tracking, and my package was not "out for delivery". I phoned the number on the card, and listened to the robot woman who was useless, somewhat aggressive(!) and rang off having said "speak again soon". I was annoyed.
Luckily, I found the proper Customer Service number, and spoke to a very pleasant chap who really wanted to help. He tried to phone my local Yodel branch, but there was no answer (I found later this was because "head office have the wrong number"). All he could do was arrange for delivery or pick-up (same as the internet!), but he agreed that it would probably be a good idea for me to pick up in person.
The staff at the Preston branch could not have been more pleasant, polite, professional and helpful. The manager explained that, unfortunately, their systems did have problems, but things were improving and he was very sorry that my parcel had been missed that morning. He and his colleague found my parcel within minutes.
It is a pity that Yodel does not provide its staff with the infrastructure to be able to provide the service they seem to dearly wish to provide. Their systems have not worked properly for far too long, and if I were them I would take a very hard look at the capabilities of their IT department. Parcel logistics and tracking is not rocket-science.
Anyway, I thank the Yodel staff, both at the call centre and, especially, at the Preston branch, for their assistance today - and I now know who to contact if I have a problem in the future!

John R Mann´s profile

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John R Mann
United Kingdom