Yodel - public dishonesty beyond satire

[Bolin]

OK so I had a bad experience with a delivery from Yodel - I was then invited to leave a public review, so I left a bad review.

Couple of days later, Yodel's social media team post a public reply to the review, saying that they would would really like to help me, offering for me to email them for assistance.

I emailed them, and then got the reply that as the parcel had been signed for as 'unable to sign Covid-19' then they couldn't investigate due to the Covid-19 situation.

Publicly offering help and then privately refusing to do so due to the current situation, which is well-known and widespread, is quite simply grossly dishonest - what kind of company does that?

Thankfully the problem was already sorted as the day after the failed 'delivery' I managed to speak to my neighbour who it had wrongly been delivered to, so my email was to confirm that and suggest some improvements to their service to prevent the problem happening again. I had cc'd the chief executive into the email, and that yielded a better response - an apology and a promise to contact various departments to improve things (why couldn't the social media team have done the same?).

Funny thing is, that second reply came from a dedicated email address for 'executive complaints' - there isn't an official way to do this, but so many people like me are searching for the CE's name and Yodel's email format to email him directly that they've had to set up a specific mailbox to deal with all those complaints!

[macafee2]

is this any use [email protected]


https://ceoemail.com/ CEO email addresses. not always correct and if you find one that is wrong contact the web site, they are very good at responding sometimes with the correct email address


macafee2

[DMGRS]

Can't stand them, I gave them a trial some years ago and it ended so badly we needed to go to court against them - thankfully someone with sense settled before the date.

Always wince when I get the text letting me know I have an incoming delivery from them now!

[SCP440]

We have to buy special cat food as one of the cats has some medical problems. What can go wrong a strong box with tins of cat food?

The first couple of deliveries were fine and then the supplier switched to Yodel. The first delivery by Yodel looked like the box had been left out in the rain for a couple of days and the remains were delivered. We were given a credit by the supplier and ordered some more a few weeks later, this time the box looked like it had been run over by a tank, most the tins were either dented or crushed. The third delivery was a lot better and the driver even offered to bring it inside as it was heavy .

The next delivery was by DHL and then Parcel force have been delivering since. No more problems.

[Bolin]

Interestingly, having emailed a reply to Yodel's social media team to berate them for offering to help publicly then refusing to privately, despite the 'executive complaints' dept. being more helpful, they replied saying that the issues would be looked into, forwarded to the relevant dept., the driver spoken to etc. They also said this:

I can assure you that the advisor in question has been addressed and coached. This will allow for better customer experience in future.

Hmm, so maybe it was just another layer of incompetence rather than dishonesty, and indeed they could be helpful?

Either way, I don't hold out much hope for their business making the improvements I suggested.

[macafee2]

Originally Posted by Bolin

Interestingly, having emailed a reply to Yodel's social media team to berate them for offering to help publicly then refusing to privately, despite the 'executive complaints' dept. being more helpful, they replied saying that the issues would be looked into, forwarded to the relevant dept., the driver spoken to etc. They also said this:



Hmm, so maybe it was just another layer of incompetence rather than dishonesty, and indeed they could be helpful?

Either way, I don't hold out much hope for their business making the improvements I suggested.

did you email the ceo?

macafee2

[Bolin]

Originally Posted by macafee2

did you email the ceo?

macafee2

Yes, as above, he passed it to a special 'executive complaints' department.

Funnily enough, the second reply from their social media team showed that they had obviously mis-read/misunderstood my original issue. That department appears to be even useless at being useless! Or should that be they excel at being useless??