YodelDirect.co.uk

I sent a parcel to my sister in Wales on the 30th december2024 it was collected estimated delivery date latest 7th January 2025 it was showing on the 6th in gateshead?
Ii didnt arrive and when I got the automated service it said it had been destroyed as it was damaged
I completed the claim for £20 It was approved and said it would be paid a month later if they had not managed to track my package ( might be tricky if they had destroyed it) this week over a month,after from final supposed delivery date I received notification that my refund had been issued, on checking my bank statement they have only refunded the postage, I have emailed but no answer absolutely dreadful, the disappointment of my sister not receiving her nice present and then not even getting the promised refund never again

Dropped parcel off at drop off shop, receipt given. Tracking said driver couldn't collect, parcel not there. Can no longer speak to anyone at Yodel. By phone got automated message of 'we have your parcel and it's on its way'. Webchat - problem must be at the drop off. I checked at the shop, submitted documents requested on opening an investigation and... Yodel have rejected my claim. Have refunded postage cost as a gesture of goodwill but not the cost of the item so I'm £25 down and there is no channel to redress the decision. In the past, Yodel would have accepted their responsibility but not now. Won't use again, suggest you don't either

I have been using CollectPlus from its early days, so almost 15 years worth of regular business. While had one or two issues with parcels the service was good and especially their support and claims dept.
However after this has been taken under Yodel the support is frankly trash. No more direct contact only a chat feature, and that is fronted by 2nd line support who cant only give out so much information ending with copy pasta in the end.
The final straw was a large printer boxed in retail packaging, so large and very identifiable has gone missing. The receiver contacted them on the 14th and was told there was a postcode issue and it has been sorted and the parcel will be delivered following day.
They gave up by the 17th as they got given conflicting info, and I ended up contacting Yodel chat to be told that in fact the parcel is missing and cant be located. Case was opened and now its the 28th and despite following up on it several times, they have literally zero information.
How this is ok, and more so how Yodel expects an online seller to sit tight with no info for 2 weeks before they propose any action is beyond me. When they fully know that dispute processes only allow a few days before the receiver gets an automatic refund.
At this point, as much as I regret, I am going to have to look at other options. And this is from a long standing loyal customer who even recommended them to others regularly.

Sent a laptop to Amazon Scotland to arrive by 19th January 2023- not arrived!

Sent a laptop, worth £799, booked with Parcel2Go, from Bolton to Amazon (Scotland) with Yodel. Parcel arrived 16/01/2023 into Perth depot. It has not moved from there. It is now Tuesday 31st January 2023! Parcel2Go says it is in transit since 16/01/2023. I will be incurring interest charges from my bank soon. I am totally disgusted with Yodel. I want a full refund of the laptop cost, delivery cost and surcharge cost paid to cover loss for £800.
It is now the 4th Feb 2023 and I am still waiting!
It is now the 8th Feb 2023 and I am still waiting!
The return to Amazon cut-off time is 08/02/2023
From Trustpilot: "www.parcel2go has flagged your review because they don't think it's based on a genuine experience."
I have submitted all the evidence to Trustpilot on 10/02/2023
It is now the 10th Feb 2023 and I am still waiting for Parcel2go/Yodel to either deliver the parcel or declare my parcel lost. All this is causing me stress. I am prepared to go to court. I will sue for for the distress I am suffering.

Date of experience: 31 January 2023

They will ruin your business reputation, they lose parcels and never take accountability.
Agents both on the phone and online chat are useless and rude.

I've sent items via Vinted and some buyers often select Yodel as their preferred delivery option. I don't mind this but have always found this Courier to be extremely slow and tracking details not updated for days. Which consequently makes me look bad as a seller. I've sent parcels using 3 different couriers on the same day once. Evri parcel arrived 2 days later, Royal Mail 3 days and Yodel surprise surprise took over a week to two weeks.

My eBay Uk customer reported me to Ebay regarding item not received which I have to refund them full

So went to my yodel account and found that the item was not delivered and the tracking number not working, I made complain about lost parcel on the 9th of March to Yodel for investigation and was told to provide proof Yodel reference number YOD******* and postcode of the receiver and dropped off document and images of the parcel which I did give to their team, then was told to wait for 14 days and I waited 14 days passed and later they rejected my claim without compensation, but with false accusations that I did not drop the parcel off at the local shop when actually I did because the drop off shop has security cameras inside the shop showing me dropping two different parcels for two different customers that same day, and they staff also help me to look for the parcel in their storage room and was not their meaning that Yodel driver has picked it up and I did paid for extra protection in case parcel get lost.

Then I log to my Yodel account that was when I saw their notice on my account that the case has been rejected March 29th 2022, 5:45 pm Rejected No Contact from Customer. Closed because you did not supply the required information within the given time window ( But this is an accusation against me they have made because during their given time window frame they did not write to me regarding any document extra needed, even I did contacted them on 19th March and was told to wait till 14 days for investigation to complete which I do have copy of the chat to proof that I was asked to wait till 14 days. But the closed the case with lie of accusation.

So I requested to re-opened the case again on 31 March 2022 and was told again to wait for 14 days without and that after the investigation they will let me know the outcome. I still have the copy of the chat where I said to them " 4:14:58 PM so what will the claim process actually benefit me the claim process will do what?, will they pay back my £12 parcel " and they reply 4:16:36 PM- Kelly the cover of the parcel that was taken on the booking and the carriage costs. That's right yes."

Since 31 March nothing from them for any additional document for me but to my surprise today 22nd April I received email from them saying the case has now closed. So I log into my account and there was a notice saying " Unfortunately your enquiry has been rejected. Reason We have not heard anything from you for a while so we have closed your claim".
But again another accusation, they told me to wait for 14days that I should do nothing but wait which I did and now they are saying that due to the fact they did not hear from me and so case rejected, it make no sense at all, during my first time complain online chat the team asked me to provide proof of dropped off receipt number, image of parcel before dropped off which I did and also I sent link of my Ebay seller item page showing the type of item that was lost still they make silly unprofessional excuses to make sure am not compensated.

And I tried to chat with yodel team but was denied access to ask why or what going on. When I tried to contact them on chat they automated robot refuse to pass me on to speak to any member this is bad. During my online chat Yodel team did not even give me or tell me about any traditional information's that will be required for me to supply to them to further their investigations I was left in the dark waiting for them to resolve my lost £12 parcel.

Now am disappointed for the bad lies, outcome case service and customers lack of empathy, they dominate, you the customer can't be compensate for £12 lost parcel what a shame for Yodel direct we the small business has to surfer and swallow for their driver mistake while they keep making money.

I used to use Collect+ with no problems, but since my account was automatically changed to YodelDirect sometime last year everything has gone downhill. I have sent numerous packages to my customers through this service and NOT ONE customer ever receives their collection codes - either by phone text or email.

Every single time I send a parcel, I have to telephone collect+ (absolutely no getting hold of anyone at Yodel Direct themselves) and request collection codes over the phone, then contact my customers with the code.

This is not a 'click & collect' service that works. I waste a lot of time on this and my customers are obviously not happy with the service. Every time I call, I ask that my complaints be escalated as this is a serious flaw in the service but nothing changes - I leave it a few weeks, then I send another few parcels and the outcome is the same - NO COLLECTION CODES.

Absolutely appalling service that does not do what it states on the tin.

Yodel Direct.
An absolute joke of a company.
4th Dec '21: Parcel booked for delivery and dropped off at Collect+ store.
5th Dec: Tracking shows parcel at National Hub.
13th Dec: Raise a 'Claim for Loss' as undelivered and no tracking updates past the 5/12 (Parcel lost at National Hub clearly). Get confirmation email that 'We're investigating your order'

4th Jan '22: Try to get info/update on claim with YD's 'Live Chat'. This is a useless robot virtual assistant that can't help or even understand the issue. YD have NO customer service helpline.
Call Yodel instead.
They tell me they can't help with insurance claims and advise I contact 'Collect+'.
I speak to Collect + and they tell me to wait another 10 days then speak to Yodel as they can't help with claims either.

14th Jan: Speak to Yodel. They tell me to contact Yodel Direct. I explain that YD only has a robot virtual assistant that simply repeats that my claim is being investigated.
Round and round in circles.

It's now 6 weeks since Yodel lost my parcel. No payout on my insurance (£200) and no way of speaking to anyone who can help.
It's bordering on Criminal.

NEVER EVER book a delivery with Yodel Direct.
It's an appalling set up.

Since changing over from Yodel to Yodel direct it could not have gone any worse. Over the last few weeks they have either lost or damaged 25% of my orders and for me as a local small company it is costing me a fortune because I still have to send out another parcel to my customers while Yodel Direct take 2 weeks to search the depot. And the claims process is so long winded they make it impossible to get any money back. YOU ARE NOT COVERED. You will not get any money back. Try someone else. Please

Yodel Direct are run by parcel2go. They constantly lose parcels, their customer service and claims process is the stupidest I have ever known. Company run by prats!

We use many couriers all the time. Yodel Direct rates as the worse. We sent a parcel in Aug 2021. Insured it. Despite many calls to them, and following correct procedure, online and receiving a claim number, we have not been reimbursed. So far I have been told, I will receive a call back from a manager in 24 hrs, another call said 4 hrs, another call said I needed to ring another number which was premium rate so I refused. The employee refused to put me through to a manager. I have always remained polite despite their point blank refusal to help.
I am currently awaiting another call in 24hrs. The switchboard is in India. Yodel Direct simply do not care an inch about customer service. My next step is to take legal advice.
If you want a parcel delivered look elsewhere.

I sent a parcel which I tracked and it said was delivered, this was not the case as my friend was on holiday... no note was posted to say the parcel had been delivered elsewhere... my fried tried every neighbour and there was no trace.
I opened a claim and they are dragging their heels and making me jump through hoops to pay me my compensation.
This was only the 2nd parcel Iv ever sent using this company and I will never use them again.
Stay well clear of this lot if you want your parcel to reach its destination!

I now have four parcels under a claim, at least two I suspect the driver has stolen, time to look for another carrier I think, Yodel is owned by Parcels2go so need to avoid them as well

This is the first time I have ever written a review. So this alone should tell you how bad the company is. I received a card stating that a delivery attempt was made on 12. 3. 20, which was impossible as I was at home all day and no attempt was made. I called customer service and explained I was in self-isolation and therefore could not come to collect my parcel and asked if they could hold onto it considering my circumstances. The customer service rep was rude, brash and unsympathetic. After some persuading, she finally agreed to re-deliver. Unfortunately, that was a complete lie because instead they sent the parcel back to the sender. Now, you cannot speak to anyone on the phone and you have to wait at least 10mins to connect to someone on the web chat. If like me, you were ever wondering why there is no option to submit a complaint on their website that is because they do not have a customer complaints policy. Instead, their procedure is as follows:

"Our complaints procedure is where we raise the complaint for the customer. Thees complaints will be dealt with internally and no feedback will be provided."

This company is a joke and highly unprofessional. Do not use! Do not waist your time! Do not give yourself unnecessary stress!

Another crazy experience. I just find out Yodel once again pretended to deliver parcel and in delivery history put insane statuses such someone in my house,, refused to accept parcel,, or next day,, someone told them we moved out,,
They even sent me email on 6th about unable to deliver due,, someone refuse parcel,, where was already status for 7th as they try again and,, were told we moved by mistery someone,,
I did not know Yodel can tell a future.

I do not know whom those someones are as we are living in separate house and normaly accepting parcels or mails for each other for years.
The days they stated those lying statuses was all day someone at home. Our bell works perfectly and it is quite loud. No one showed up, no bell ring just received email with their imaginary excuses to not be able deliver a parcel.
To be honest I never saw any Yodel van in my life. I can see DPD or UPS vans regulary but Yodel never.

I do not understand where from they have 68% positive reviews because when I checked in December last year ( my first night mare experience with them) they have 1 star. They probably ask their employees to post good reviews so they do not look so pathetic.
If you check online you will find tousand same 1 star reviews with tha same complains about fake delivery statuses and non delivering parcel. There is BBC report where customers can prove them lying via CCTV installed in their houses. It is very weird that despite long time very poor services companies such Amazon, Virgin ect still using them.
All what poor customers are getting are useless apology which do not sorted out anything.

Only from now I have to before any order make sure that seller do not use them. Two insane experience are enough.

Do you feel lucky?...

So you think the bad reviews are unlikely to happen to you and take your chances. Only to discover that nope, you're not lucky.
Yodel attempted to deliver a parcel for me to an Argos click and collect address only to "claim" it was rejected (even though many other deliveries of the same or bigger size have been made there). Unfortunately at this point everything goes wrong. Yodel wont let me change the delivery address, they wont let me have the parcel delivered to a depot, I cant arrange collection from the depot the parcel is currently at because it is 20 mile away from the customer and every attempt to resolve this results in a "please wait 1-2 days for a response" as they are incapable of having actual conversations internal within the business and have to rely on slow emails to get updates. They do not contact you, you have to do all the chasing and then they give you zero options to resolve your problem. After you've exhausted all attempts to find a solution they then inform you that it will take 14 days (YES - 14 days) to return your parcel to you even though you paid for 48 hour delivery, and then refuse to refund you for the pleasure. I'm now left with them effectively holding my parcel ransom, with a customer who is not getting his delivery and no way of finding out where it is because "returns are not tracked". In short. Abysmal. If you should choose to use them, you're playing russian roulette. Spend a couple of quid more and use Parcelforce, DPD, Hermes - anyone better than this shower of excrement.