Changing the name to Yodel doesn't change terrible service

“Changing the name to Yodel doesn't change terrible service”

Written on: 24/05/2012

Have been wating for a package from Dixons for three days now - to be delivered by Yodel. First delivery failed and they left a card - except of course they didn't. They didn't even come to the house but tracking info said a card had been left. I called the customer services number (10p/min) and, because our house can be tricky to find, gave the agent a detailed set of instructions on how to find us plus our home number so the driver could call us if he couldn't find the house. Next day - package out for delivery.....the day passes... nothing. Call again that evening - wait 10 mins listening to hold music then get cut off. Call again - ask agent what happened.. can't explain it - package has been returned to depot. He promises me the package will go out again on the third attempt - also claims that the first attempt didn't actually leave a card anywhere - that was an error. Sure. Later in the evening the tracking info updates to say that the second attempt failed because 'Consignee Cannot Be Reached'. I pondered that for a moment - reached in what way? To reach me you'd actually have to attempt to contact me - which they didn't. Are they 'getting' to me now? Certainly - I'm livid. Then the penny dropped. The nice Yodel delivery driver that used to come here mentioned last time he came that the company was being taken over/merged with someone else and this might be the last time we saw him. Quick search on Bing and hey presto - Yodel is now HDNL and HDNL is now Yodel. It all made sense - having suffered the staggering incompetence of HDNL in the past I now knew why the package had failed to arrive and that in fact it was currently having the **** kicked out of it by a bunch of HDNL employees who would later deliver it to the wrong address. It was like a weight had been lifted from my shoulders - I knew it was perfectly safe to go out and the chances of them actually attempting to delivery my parcel were zero - in fact I knew it would be safe to book a weeks holiday in France, come back and know there was no risk that I would have missed my parcel. Phew. What a total shambles - I feel bad for the nice folks that used to work at Yodel before the merger as we always had exellent service from them. Anyway - think that I'll pop out for a couple of hours...no need to leave a note on the door.....