YODEL, Evri, and other delivery incompetence Stories!

If you need to send anything via eBay, whatever you do don't use 'eBay Packlink'. Non existent customer service, not actually eBay despite the advertising doing everything possible to make you believe it is (I think they're a Spanish company), paired up with another hopeless delivery firm in Hermes. Two companies so bad it'll make you want to go on a RAMPAGE.

So shitty is Packlink they'll actually bill your Paypal account months later claiming your item was overweight, even when it wasn't.

Buck-passing shysters. eBay will pass you to Packlink, Packlink will pass you to Hermes, Hermes will pass you back to Packlink...

It's possible I have made a blunder that I will pay dearly for.

As noted in the 'Buying a House' thread I recently moved, and I thought I had updated my address everywhere that I needed to. Turns out I'd forgotten to update my address on eBay, and now my latest retro acquisition is heading to my old address. I have requested Hermes deliver it to a neighbour that we are friendly with, whether they will actually do this or not is anybody's guess.

Sent my vita and games via collect plus, which it turns out is run by yodel.

Yes, they have lost the package

Is this the right place for all delivery firm stories?

Amazon delivery due today of a new Android tablet for my son’s upcoming birthday. On a call for work and saw the delivery van pull up outside our house. We live in a very quiet end of cul de sac with only 3 neighbours. No one walks by our house and I work in the dining room overlooking the road so can see everyone who pulls up.

Heard the letterbox go and carried on with my call. Checked my phone a few mins later and saw it said my tablet had been delivered “near the porch” (that is literally 4 feet from where I work). Checked in the porch and only a very thin Amazon package was there, addressed to my wife - this was something else she’d ordered.

Went outside and no parcel in sight, checked the drive, under the cars, around the side entry (which would mean walking in front of the dining room window I look out of!). Checked in and behind wheelie bins. No sign. Nothing on any neighbours drives either.

Contacted Amazon and got an immediate connection. Advisor checked and came back saying they can’t reach the driver so they will either send me a free replacement or full refund. And I can keep the original if it ever arrives,

Accepted the replacement as I need it for his birthday and have no expectations of seeing the original. Went and asked all of my neighbours if they’d accidentally had a delivery for us (which I would have seen due to the location of their front doors from my viewpoint) and nope.

Fair play to Amazon for agreeing to send replacement immediately. Hope the driver either finds out he ‘accidentally forgot to deliver after scanning’, or he gets sacked

Victor Mildew wrote:Sent my vita and games via collect plus, which it turns out is run by yodel.

Yes, they have lost the package

Did it ever turn up? I saw in the other thread that it wasn’t even your choice to use collect plus. Ouch.

rinks wrote:

Victor Mildew wrote:Sent my vita and games via collect plus, which it turns out is run by yodel.

Yes, they have lost the package

Did it ever turn up? I saw in the other thread that it wasn’t even your choice to use collect plus. Ouch.

Nope. I'm still strawberry floating fuming that some scumbag has my beloved vita. To be fair to yodel, they didn't dispute my claim at all (I gave very good receipts both in emails and photos) and they paid me compensation very quickly.

Victor Mildew wrote:

rinks wrote:

Victor Mildew wrote:Sent my vita and games via collect plus, which it turns out is run by yodel.

Yes, they have lost the package

Did it ever turn up? I saw in the other thread that it wasn’t even your choice to use collect plus. Ouch.

Nope. I'm still strawberry floating fuming that some scumbag has my beloved vita. To be fair to yodel, they didn't dispute my claim at all (I gave very good receipts both in emails and photos) and they paid me compensation very quickly.

At least you’re not out of pocket, but yeah, that’s horrible.

I'm going to rock the boat now but last week I had not one but 2 phone deliveries from Virgin Mobile that came by YODEL. ANd they both came on time, the driver even properly knocked around the back and I was forced (forced!) into giving them a positive review for actually delivering something properly.

Urgh. Hermes. Had a shirt from F1.com finally arrive two weeks late. Now the driver somehow failed to deliver yesterday. Citing apparent difficulties. Now today he delivered! To the wrong address. I have literally no strawberry floating idea where. GPS "tracking" says my back garden. But it sure isn't my front or back door. Fucksake.

About 3 weeks ago i sold a set of MTB suspension forks on eBay for £260 these were sent to the buyer via collectplus (Yodel) and insured for upto £300. Yodel collected from the local store that i took them to be picked up then sent to the local depot and on to the national hub. Roll on a week later the forks have not been delivered and the buyer is asking where are they, so i get on to Yodel about this. They did an investigation and found that they had been lost (what a ball ache). I refund the buyer and put in a claim to Yodel which is accepted after a few days then after a few more days the refund is put back into my Paypal so all good a pain that they were lost for the buyer but in the end nobody lost out money wise. Fast forward to today a parcel has been left in my front garden and Yodel have returned my forks in the same box i sent them in and in the same condition. Now do i do the right thing and let them know so they can can get ther money back (£260) or play dumb as i have not heard anything from them yet as in email or phone call.

Any thoughts on what to do in this situation?

My girlfriend has ordered two parcels recently, from different online shops, and both were supposed to be delivered via Royal Mail track and trace (or whatever their tracked delivery service is called). However, neither of them arrived, despite the tracking saying that they were signed for and delivered.

There are 3 different postmen that deliver to her, and she's spoken to at least one who has confirmed that he was delivering on the day that one of the packages was supposedly delivered, and also that he didn't leave any parcels for her (and not with neighbours or anything either). The other package she doesn't know which postman was delivering. She's also checked with all the neighbours (only 4 or 5, she lives in a small cul-de-sac) who she knows well and none of them signed for anything on either occasion, just in case one of the other postmen had been delivering.

Royal Mail say that the packages have been signed and delivered for, and the online shops have confirmation from Royal Mail that the items were delivered, and so neither party seems inclined to help or refund or investigate or anything.

One of the items wasn't worth much, but the other was quite expensive, and while the price isn't the point - the issue is parcel's not being delivered when everyone's saying they have - it's galling to lose money in that way.

She doesn't really know what to do, and I don't know what to suggest either. Any thoughts or comments would be appreciated.

I had a royal mail 24 Hour delivery today that said delivered but hasn't been. Was in all day, not left with neighbours. Also really strawberry floated off. Need to contact the seller but don't expect much of a response for similar reasons.

Lotus wrote:Any thoughts on what to do in this situation?

My girlfriend has ordered two parcels recently, from different online shops, and both were supposed to be delivered via Royal Mail track and trace (or whatever their tracked delivery service is called). However, neither of them arrived, despite the tracking saying that they were signed for and delivered.

There are 3 different postmen that deliver to her, and she's spoken to at least one who has confirmed that he was delivering on the day that one of the packages was supposedly delivered, and also that he didn't leave any parcels for her (and not with neighbours or anything either). The other package she doesn't know which postman was delivering. She's also checked with all the neighbours (only 4 or 5, she lives in a small cul-de-sac) who she knows well and none of them signed for anything on either occasion, just in case one of the other postmen had been delivering.

Royal Mail say that the packages have been signed and delivered for, and the online shops have confirmation from Royal Mail that the items were delivered, and so neither party seems inclined to help or refund or investigate or anything.

One of the items wasn't worth much, but the other was quite expensive, and while the price isn't the point - the issue is parcel's not being delivered when everyone's saying they have - it's galling to lose money in that way.

She doesn't really know what to do, and I don't know what to suggest either. Any thoughts or comments would be appreciated.

I'm not sure how the signing process works for Royal Mail, but in a previous job we would use DPD as a courier and if a customer said to us a delivery was incorrectly showing as being delivered they would check a few things for us:

- does the name/signature match previous signatures for the address
- is the photo clearly of the correct property (sometimes it would be a 'black' photo, i.e. they took a photo of the floor intentionally)
- where the drivers gps places at the time of the delivery

In the first instances of a potential issue they would ring the driver to ask them about the delivery. Could be they're still in the area and can quickly pop back (although that isn't helpful for you right now).

If they can't get hold of the driver, and enough of the above causes concern then they'd open an investigation and likely try to speak to the driver next time they're back at their depo.

While Royal Mail might not be quite this good, they should have some of these options available to them. Try to get hold of them on the phone and see what they can do, and if they try to fob you off specifically start asking them about what checks (i.e. the ones above) you would expect them to be able to do. Get them on the backfoot, get them to 'prove' you signed for it.

darksideby182 wrote:About 3 weeks ago i sold a set of MTB suspension forks on eBay for £260 these were sent to the buyer via collectplus (Yodel) and insured for upto £300. Yodel collected from the local store that i took them to be picked up then sent to the local depot and on to the national hub. Roll on a week later the forks have not been delivered and the buyer is asking where are they, so i get on to Yodel about this. They did an investigation and found that they had been lost (what a ball ache). I refund the buyer and put in a claim to Yodel which is accepted after a few days then after a few more days the refund is put back into my Paypal so all good a pain that they were lost for the buyer but in the end nobody lost out money wise. Fast forward to today a parcel has been left in my front garden and Yodel have returned my forks in the same box i sent them in and in the same condition. Now do i do the right thing and let them know so they can can get ther money back (£260) or play dumb as i have not heard anything from them yet as in email or phone call.

Play dumb dude, keep the money and resell them.
They did an investigation don't forget and concluded they were lost.

Plus it couldn't happen to a nicer company.

darksideby182 wrote:About 3 weeks ago i sold a set of MTB suspension forks on eBay for £260 these were sent to the buyer via collectplus (Yodel) and insured for upto £300. Yodel collected from the local store that i took them to be picked up then sent to the local depot and on to the national hub. Roll on a week later the forks have not been delivered and the buyer is asking where are they, so i get on to Yodel about this. They did an investigation and found that they had been lost (what a ball ache). I refund the buyer and put in a claim to Yodel which is accepted after a few days then after a few more days the refund is put back into my Paypal so all good a pain that they were lost for the buyer but in the end nobody lost out money wise. Fast forward to today a parcel has been left in my front garden and Yodel have returned my forks in the same box i sent them in and in the same condition. Now do i do the right thing and let them know so they can can get ther money back (£260) or play dumb as i have not heard anything from them yet as in email or phone call.

Legally, at least in Scotland, you are unable to profit from someone else’s mistake. So if ever they worked it out that they’d strawberry floated up and chased you for the 260 you’d be liable to pay it.

Will they work out they strawberry floated up though? Highly unlikely.

I will probably leave it a week relist them on eBay then if they come knocking I'll pay up. I should get the same kind of money for the forks.
Cheers guys.

darksideby182 wrote:Now do i do the right thing and let them know so they can can get ther money back (£260) or play dumb as i have not heard anything from them yet as in email or phone call.

Tell them you tried to give them the money but they weren't in and/or you've done an investigation and determined that the money has been lost

Trelliz wrote:

darksideby182 wrote:Now do i do the right thing and let them know so they can can get ther money back (£260) or play dumb as i have not heard anything from them yet as in email or phone call.

Tell them you tried to give them the money but they weren't in and/or you've done an investigation and determined that the money has been lost

That's not a growth wrote:

Lotus wrote:Any thoughts on what to do in this situation?

My girlfriend has ordered two parcels recently, from different online shops, and both were supposed to be delivered via Royal Mail track and trace (or whatever their tracked delivery service is called). However, neither of them arrived, despite the tracking saying that they were signed for and delivered.

There are 3 different postmen that deliver to her, and she's spoken to at least one who has confirmed that he was delivering on the day that one of the packages was supposedly delivered, and also that he didn't leave any parcels for her (and not with neighbours or anything either). The other package she doesn't know which postman was delivering. She's also checked with all the neighbours (only 4 or 5, she lives in a small cul-de-sac) who she knows well and none of them signed for anything on either occasion, just in case one of the other postmen had been delivering.

Royal Mail say that the packages have been signed and delivered for, and the online shops have confirmation from Royal Mail that the items were delivered, and so neither party seems inclined to help or refund or investigate or anything.

One of the items wasn't worth much, but the other was quite expensive, and while the price isn't the point - the issue is parcel's not being delivered when everyone's saying they have - it's galling to lose money in that way.

She doesn't really know what to do, and I don't know what to suggest either. Any thoughts or comments would be appreciated.

I'm not sure how the signing process works for Royal Mail, but in a previous job we would use DPD as a courier and if a customer said to us a delivery was incorrectly showing as being delivered they would check a few things for us:

- does the name/signature match previous signatures for the address
- is the photo clearly of the correct property (sometimes it would be a 'black' photo, i.e. they took a photo of the floor intentionally)
- where the drivers gps places at the time of the delivery

In the first instances of a potential issue they would ring the driver to ask them about the delivery. Could be they're still in the area and can quickly pop back (although that isn't helpful for you right now).

If they can't get hold of the driver, and enough of the above causes concern then they'd open an investigation and likely try to speak to the driver next time they're back at their depo.

While Royal Mail might not be quite this good, they should have some of these options available to them. Try to get hold of them on the phone and see what they can do, and if they try to fob you off specifically start asking them about what checks (i.e. the ones above) you would expect them to be able to do. Get them on the backfoot, get them to 'prove' you signed for it.

Thanks for this. From what she's said, speaking to Royal Mail they're just not interested in helping, as far in their eyes they've delivered it and have a record of having done so, but I don't know how far she's taken it with them, or who she spoke to exactly. It could be worth trying again and with someone more senior, or asking for information along the lines of what you've suggested. Thanks again.

Just had to go pick up a package from Yodel. In fairness it's my fault as Google auto filled the post code field with an old post code, but the rest of the address was correct a it amazes me that they couldn't get somebody to correct the address and redelivery. I'm fairly sure Royal Mail would have still been able to deliver.