YODEL AND O2 DELIVERY PROBLEMS
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This inadequate reply was received 11 November 2011
from 8 November 2011 Thanks for writing to us. I'm sorry your daughter has not received the HTC Wildfire mobile phone ordered by her. I've escalated this matter with Yodel to track your order. As soon as we get a response from them, I'll reply back to you. If there's anything else we can do for you, please call our customer service team on 4445 (chargeable 25p) from any 02 Pay & Go or email by going to www.02.co.uk/contactus Kind Regards
**** 29 October 2011 Non-Delivery of O2 Phone by Yodel On Monday 24 October my daughter, living at the same address as me, ordered an HTC Wildfire S mobile phone from O2 at a cost of £149.99. I received two text messages from O2, both saying that it would be delivered on Tuesday 25 October, and one of them saying that it would be delivered before 21:00. However it has still not been delivered, even though, according to O2's website, the Status of the Order is 'Complete'. The Yodel tracking information claims that there have been two attempts to deliver the phone. The tracking information for one attempt says 'No One To Receive Card Left 25/10/11 20:39'. This is completely untrue. There were several people in the house all day and all evening, well within hearing range of the doorbell, and no card was left. If the driver had found the address on 25 October, why was he not able to find it on 27 October? Was the untruthful tracking entry made because the driver would be fined by Yodel if he did not attempt the delivery? The tracking information for the other attempt says 'Unable to locate 27/10/11'. Presumably this means unable to locate the address, but the address is easy to find. It is in a public road where the houses are numbered and do not have gates, and it has a postcode. One of O2's text messages said 'If you'd like to speak to the courier who is delivering your parcel please call them on ***********'. However I tried several times to telephone the driver on this number but every time I received a recorded message from the driver, Simon, and the words 'This mailbox is full. Try again later.' On the morning of Friday 28 October I received a call on my mobile phone from the driver's mobile phone number, but there were only random sounds and no voice. It appears that the driver's mobile phone does not work. I have contacted Yodel through their tracking website and received three e-mail messages in reply. The first, on 26 October, said the phone would be delivered on the 26th. The second, also on 26 October, said it would be delivered on the 27th. The third, on 27 October, said it would be delivered on the 27th. I contacted them again on 28 October through the website but I have not received a reply. I discussed the problem with Andre on an online 'O2 Chat' on 28 October. He gave me the telephone number for Yodel, 08442 480555, which I had not had before. He said 'They'll quickly deliver the order to you.' and 'I'll try to get in touch with them personally and request them to deliver your order.' When I phoned Yodel they said they would try to deliver the parcel that day (Friday 28 October) or else they would deliver it on Monday (31 October). Of course it has still not been delivered. We have ensured that there have been people in the house every day and every evening from Tuesday 25 October to Friday 28 October. The Delivery page of O2's website says 'Free next working day delivery… Orders placed before 4pm Monday to Friday will be delivered for free the next working day using Yodel.' I do not think O2 should use Yodel for deliveries. They are giving O2 a bad name. I will in future avoid buying online any items that are going to be delivered by Yodel. I suspect that Yodel's problem is that they give their driver too many parcels to deliver over too large an area (with a mobile phone that does not work), and that he is physically unable to deliver all of them. However that is no excuse for O2 to use them for your deliveries. I use O2 for my mobile phone and for my family's broadband connection. However my estimation of O2 has diminished considerably with the experience of this non-delivery. I am aware that under the Consumer Protection (Distance Selling) Regulations 2000 an online shopper is entitled to a refund if the goods are not delivered on the specified date. I am also aware that under the same regulations goods ordered online can be cancelled from the moment the order is placed up to seven days from the day the goods are received. Please exert pressure on Yodel to deliver the mobile phone immediately or send an identical phone by another delivery company. 25 October 2011 Comment on www.roadtransport.com website: I am a former Service Partner to Yodel in the south-west area. I employed 10-15 drivers. I will tell you why Yodel are so poor at what they do: they treat their staff like slaves, they are paid low pay, have to supply their own vans, insurance, fuel etc. It can cost £900 a month before any work. You will work hard for your minute day rate and your measly drop rate. Only to be charged £10 per failure and £50 for mistimed delivery, yet they put every obstacle in your way to deliver the service you want. They then tell you to dispose of good men and forget their rights and have no regards for their families etc. I was made to sack a driver as he was not attending work due to a fatal family accident. WHAT KIND OF PEOPLE DO THIS? No professional courier worth their salt will work with these people, hence all your bad service. Would you work under this pressure and be treated like a slave? I think not. I hope that they get their karma soon. Barclay brothers have no morals in how they treat the people in their business. Written by Simon Goodley and published in The Observer on Sunday 24 April 2011: Yodel likely to deliver mass job cuts as it closes 60 sites Barclay brothers' parcel group to shed duplicate warehouses after DHL Express takeover. Yodel, the parcel delivery group owned by the Barclay brothers, is axing half of its depots in a move that is likely to lead to hundreds of job losses. The company will close 60 of 120 sites as it looks to remove locations where it operates more than one warehouse – a legacy of the takeover of DHL Express last year by Home Delivery Network in the deal that created Yodel. As part of the takeover, around 4,700 people and 71 service centres were added to the business. The parcel group, which employs around 10,000 staff, would not say how many jobs it expected to shed as part of the reorganisation, though it has been suggested it could be as many as 1,500. Decisions on job losses are expected to be made over the next 12 months. One Yodel employee told trade magazine Commercial Motor that there was a surplus of managers within the group and that "he has been informed that a number of employees will have to re-apply for jobs". The Barclay twins, Sir David and Sir Frederick, live on Brecqhou, a remote island in the Channel Islands. They own the Telegraph newspapers as well as the former Littlewoods catalogue business. Their logistics group delivers more than 200m parcels a year, making annual revenues of £600m, and the company claims to be the second-largest parcel delivery firm in the UK after the Royal Mail. However, despite its scale, Yodel has experienced some problems and was the subject of a BBC Watchdog investigation last year when it was criticised for poor service. A company spokesman said: "Yodel is moving towards an integrated single operational platform that will allow it to operate effectively and profitably in a rapidly changing market. This is an ongoing project to deliver service, flexibility and choice to customers and clients. We are carrying this out in a transparent manner and will keep all Yodel colleagues and clients fully informed as our plans take shape." Useful Address
O2: If your O2 mobile phone was not delivered on time by Yodel, please write to O2 at the address above, and include the O2 order number, the Yodel parcel number, the date of your order, the first date given for the delivery, the actual date of the delivery (if it has been delivered), and the date of your letter. It would also be appreciated if you could send a copy of the text of your letter in an e-mail message to us, using the 'Contact Us' link at the top of this page. Useful Links
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