Worst Delivery Company for Second Year Running? Yes, it’s Yodel!

Sorry for the huge delay in posting this, but the MoneySavingExpert.com annual delivery service survey once again rated Yodel as the worst of the bunch last year.

MoneySavingExpert.com

9,000 website users responded to the survey, with a massive 58% of Yodel customers saying they had a BAD experience. Hey – it’s not quite as bad as the previous year where 71% of customers rated them as BAD.

Martin Lewis who founded the site makes an excellent point that most customers of online retailers have no choice over who they use for delivery. “It’s time we put pressure on retailers to stop inflicting this type of delivery on us. Any customer who has an abominable delivery service should complain to the retailer and ask them to justify why they use firms with such dire reputations. Ultimately though, until we vote with our pockets and stop using firms that employ poor delivery agencies, that won’t happen.”

Source: http://www.theguardian.com/money/2014/jan/10/yodel-worst-parcel-delivery

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Memorial Poppies Arrive Smashed – Delivery by Yodel

Dozens of customers who bought the ceramic poppies that were planted at the Tower of London have been left heartbroken after Yodel delivered them smashed. People who bought them for £25 each to commemorate family members and loved ones who gave their lives during The First World War have been left with shattered chunks and disappointment.

Read the full story at the DailyMail.

You can also see the CCTV video below of one being ‘delivered’ by Yodel by throwing it 25 feet over a garden gate. Nice.

It’s Official – Yodel ARE the Worst Parcel Delivery Firm

In January, Money Saving Expert posted the results of it’s own poll where the public could rate delivery companies. Over 7,560 users of the site voted and guess who came out worst by more than double the votes of their closest rival?

MoneySavingExpert.com

That’s right – Yodel, with 71% of people saying they had a ‘Bad‘ experience with them. The closest rival was Hermes scoring 30%. At least Hermes also had 38% of people saying they had a ‘Good’ experience using them, compared to Yodel’s abysmal 12%.

The full results are available here:

http://www.moneysavingexpert.com/news/shopping/2013/01/yodel-named-worst-parcel-delivery-firm

You Can’t Quit – Yodel Won’t Let You!

Here is a story I missed from the end of last year…

Danielle Clarke took a job just before Christmas at Yodel to try and earn some extra money to buy gifts for her children. But when Yodel decided they wouldn’t be paying her fortnightly (as originally agreed) Danielle could not afford the petrol to keep the courier job going, so she quit.

BoxesYou would think that would be the end of it, but no. Yodel kept dumping parcels on her! 250 of them piled up in her house, many of them Christmas gifts people had ordered and been waiting weeks to be delivered.

Eventually, after The Sun published an article about it, Yodel have agreed to pay Danielle what she is owed and send someone round to pick up the parcels. What are the chances they left a card through her door and ran?!

The full story is available here:
http://www.thesun.co.uk/sol/homepage/news/4699944/Yodhell-as-courier-quitsbut-firm-still-dumps-250-parcels-on-her.html

Yodel Driver Jailed for Fake Kidnapping & Stealing Over 200 Parcels

A Yodel delivery driver faked his own kidnapping in order to steal 205 parcels from his van. What makes this even worse is that this was in the run up to Christmas so many where most likely presents and gifts.

Yodel Thief23 year old Mark Pennington wasted 100 hours of police time, and that of an ambulance which was called to the scene, as well as taking an officers time away from a rape case and keeping the only dog handler in the area busy looking for two fictitious thieves. He was jailed for 32 weeks.

It was estimated that he and an accomplice stole around £13,000 worth of parcels before he crumbled under questioning and admitted to the police that he made the whole thing up. Only about 100 of the 205 parcels contents were identified, which also begs the question – how come Yodel weren’t able to tell where the other parcels came from in order to find out what their contents were? Is their tracking that bad?

We are used to Yodel delivery drivers making up fake tales of delivering parcels, but this was a whopper! The full story is in the Chorley Guardian.

John Lewis, Matalan and Mothercare Stop Using Yodel – Amazon Next?

It’s fantastic news when companies listen to their customer’s concerns and do something about it. John Lewis at the end of 2011, and now Matalan and Mothercare in August 2012, have done just that and stopped using Yodel! After 5000 Amazon customers have complained to them about Yodel, surely they will do that same?

The Guardian have published an article online about people voicing their complaints to Amazon about their continued use of Yodel to deliver parcels. It acknowledges that by using the company it really can affect a businesses reputation.

The full story along with some more horror stories from customers can be found here:
http://www.guardian.co.uk/money/2012/aug/24/amazon-complaints-yodel-delivery-service

I especially like the reply from Yodel to a complaint about an item which their system said had been delivered, but hadn’t. It started with, “Hi Joe. I am not best pleased to have to tell you that unfortunately the driver has explained that your parcel was left in a bush, which was covered with bins…”. Brilliant.

Don’t Like What Your Customers Say? – Get the Lawyers Involved!

Yodel have apparently seen customers comments about their service on Twitter and according to ‘The Wall’ blog, set the lawyers on them!

It would appear they don’t want people telling others about their experiences with Yodel deliveries in social media sites and asked for several postings and accounts to be removed from Twitter. Sadly, even though I would class these personal Tweets as ‘opinion’ and examples of personal experience, it looks like Twitter have caved and removed some of the posts and accounts. Shame.

Yodel Law

The letter looks to have contained the following reason why the posts should be removed, which is worth looking at:

“the words posted convey incorrect statements regarding out Client, namely that it fails to fulfil its contractual duties,” – see Note1“it is incompetent and negligent” – see Note2“and it has committed illegal acts.” – see Note3.

  • Note1 – If a courier company is paid to take a parcel from one place to another and they fail to do that, I would say this constitutes a breach of contract… or in other words the company has failed in its ‘contractual duties’.
  • Note2 – If that company has been given many parcels to be delivered and they lose them (especially if that includes things the size of a washing machine or bicycle) they could be classed as ‘incompetent’, and if they throw parcels over 7 foot fences, leave them in bins, allow or cause parcels to become damaged while being delivered, I would be tempted to call that ‘negligent’.
  • Note3 – Lying about the delivery of an item i.e. fraudulently saying something has been delivered when it hasn’t, or having employees which urinate in public view or steal from your customers (see other news stories) could be classed as committing  ‘illegal acts’.

I don’t see a problem with Tweets which contain those things. The full story is here:
http://wallblog.co.uk/2012/07/06/yodel-threatened-twitter-with-legal-action-to-silence-online-critics/

So basically, rather than sort out their failings and build a good reputation, they would rather spend their time and money trying to cover up their bad reputation. Interesting business model, Yodel. Let’s see if it works. 😉