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. 😉

BBC Watchdog Revisit Yodel – Have they improved? No.

BBC Watchdog have done a follow-up story about Yodel after investigating complaints in 2010 – before they changed their name from Home Delivery Network.

“We receive angry emails and letters almost every day”, Watchdog reports.

When you are a customer waiting in all day for an expensive item to be delivered it is frustrating when the delivery company loses it. If the replacement item also goes missing and you have already made 26 phone calls to Yodel (using their money-making phone number) you tend to lose faith. Now consider those items aren’t little boxes or parcels, but WASHING MACHINES! It happened to someone who complained to Watchdog.

Another customer experienced the worryingly common Yodel trick where the driver says a delivery has been made and signed for when the customer knows it hasn’t. Normally it is their word against yours and Yodel never side with the paying customer. However, this customer provided CCTV footage of the driver arriving with two parcels… and leaving with two parcels. It still took Yodel a month to act on the complaint.

Yodel on CCTV

More CCTV footage from a customer shows Yodel ‘delivering’ an XBox 360 by throwing it over a 7 foot gate. Nice.

Yodel on CCTV again

The full story and Yodels laughable boilerplate reply is here: http://www.bbc.co.uk/blogs/watchdog/2012/03/yodel.html

More Yodel Video Goodies

A couple more Yodel videos available on YouTube here.

This first one shows the care taken when delivering a package! At least it looks like the delivery guy wrote out a card explaining where the parcel is. I hope he wrote, “Parcel thrown over gate so it hit the soaking wet concrete from 6 feet”.

This one is identified by the uploader as being filmed at a Yodel depot. It demonstrates a wonderful way to sort peoples parcels.

EDIT: Just found another one from The People newspaper. They have footage of the wonderful parcel sorting process which went on at Yodel’s Harold Wood depot in East London.
http://bcove.me/vqbzxshf

Someone at Yodel Likes iPods?

Picture this… you receive a box delivered by Yodel and you find two parcels stuffed inside addresses to other people! The two iPod Nano’s that were supposed to be in there were gone. The only place this curious mix of parcels could have been repackaged is at the delivery depot.

Do you call the Police to inform them of the theft? This lady did but they won’t investigate until the companies who sent the package get in touch to confirm the contents have been stolen. But don’t worry, Yodel say they will look into the possibility of maybe investigating if they see the need. Read the full story so far here.

Quote of the Week: “the most pathetic excuse for a courier on the planet”

Like many companies who expected Yodel to deliver their Christmas orders, Brew Dog were badly let down. It wasn’t only Yodel in their case, but James Watt (co-founder of Brew Dog) sums up their experience brilliantly in his blog: “The first disaster was Yodel. Perhaps the most pathetic excuse for a courier on the planet. Shipments were lost, left in gardens, hidden in sheds, stolen from or damaged more frequently than they were delivered”. They were then of course left to deal with the massive amount of complaints from customers which their own customer services just could not cope with. He adds, “despite the fact we have changed courier have still been dealing with the legacy issues of Yodel’s incompetence.

Even Royalty (almost) have felt the curse of Yodel. The family run party company ‘Party Pieces’ where Pippa Middleton (sister of Princess Kate) works had to apologise to customers who weren’t receiving their deliveries before Christmas according to an article at the London Evening Standard. They also mention a tweet from Channel 4 newsreader Cathy Newman who said, “Given up on Amazon completely since they started using Yodel. Awful firm“. In another desperate attempt to make the figures sound good, Jonathan Smith (chief executive of Yodel) said that in the week leading up to Xmas 2 million parcels were delivered, with 999 parcels in every 1000 delivered before the end of Christmas Eve. Ignoring the fact that presents which still need to be wrapped and given to their intended recipients arriving last thing on Christmas Eve doesn’t help anyone, this still equates to 20,020 parcels which weren’t delivered when they should have been. Over 20 thousand parcels failed to be delivered in one week! No matter what ‘spin’ Mr. Smith puts on it, that is terrible for any courier.

Yodel made it to the semi-finals of Bitterwallet’s ‘Worst Company 2011‘ competition where they were just pipped at the post by ‘Talk Talk’ (51.6% of the votes compared to 48.4% for Yodel). In the quarter finals they were pitted against Tesco in the public vote where Yodel got an overwhelming 1,313 votes compared to Tesco’s 443.

Yodel Christmas Parcels Lost and Delayed – The Sun

The Sun newspaper featured a story on Xmas Eve about the huge amount of anger Yodel had managed to create from people expecting parcels that just weren’t being delivered.

It seems Yodel were so overrun with complaints and people calling their customer support lines that even some of their biggest customers couldn’t get through. Amazon sent this message to a customer of theirs who was chasing up their missing delivery:

“We can’t get through to Yodel to find out what is happening with your package… This has been happening a lot with them recently.”

Here’s an idea for you Amazon, why not drop Yodel like the steaming waste of space they are and choose an alternative delivery company? The number of customers signatures on those petitions asking you to do just that is growing by the day.

Another nameless company who use Yodel for their deliveries had this to say about them:

“We have an unbelievable amount of parcels going missing, the customer service is non-existent and we have suffered delays in deliveries of up to 11 days…  This isn’t just odd parcels but whole collections (hundreds of parcels).”

The full story is on The Sun website.
Some of the comments are well worth looking at too as readers share their own experiences. Funniest of all are some of the comments from drivers working for Yodel. They really do think that we should be paying delivery charges and then be grateful if our package arrives several days after we have lost a day’s wage waiting in for it. Or better still, pay to have it delivered and then have to go and collect it ourselves from the depot. What are we paying for again?

Yodel on CCTV – Oops!

Just saw this linked on Mr Daz’s site and had to show it here too. It just goes to show the care that Yodel show for their customers property!

Good luck to PaulDRidley and his claim against Yodel.