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)
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