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'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.

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!

Livid that I spent 3 days waiting for collections, only to see the system update to show attempts were made. You can only contact them through Live Chat - if you can find the link, which is well hidden. Best to imply you're after a claim and it comes up. No one called to say they couldn't find the address. We have CCTV. They did not turn up. Very stressful. My stress through frustration was too much and I eventually used horrible Hermes, who also never show up, and had to carry large, heavy box to drop off point of theirs. So inconsiderate regarding consequences of failed collections. Still fuming and unhappy. Parcel took 5 minutes to book, but I spent ages chasing. Lost so much time.

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

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.

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.

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!

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.

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.

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.

Yodel is the worst company I have ever dealt with. You ring the number in the website and they can look at where your parcel is but as soon as you have a question, they point you to their sister company called "YodelDirect" and Yodel apparently cannot answer any questions.
Guess what, you can't get hold of Yodeldirect, they have someone sitting online cutting and pasting standard answers.

This is by far the worst company I have ever dealt with, needless to say, I will never be ourchasing any item at a store where they use Yodel ever again.

Customer service stinks, and the company is a $#*!in scam. Their drivers are thieves that continue to steal the items and the company does nothing about it.

They claim an item that was supposed to be delivered to me 3 days ago, was picked up from the seller in Warington yesterday and so far it's taken them 2 days to get to slough and still not here.

What a bunch of wankers.

I received on 16th May at 08:58 an SMS from YODEL, telling me that my parcel would be delivered today. I had plans to go out but when I saw the SMS, I changed my plans and decided to stay at home and get the parcel before going out. I stayed at home the whole day. At 12:51, I received another SMS from YODEL saying that “sorry, we came but you were out”. Yeah right… I was at home the whole day. Nobody rang at my door. Bunch of liars…They did not even bother to come. It’s been 2 days now and still no updates from them, I tried to track my parcel online, on their incompetent online website, there is zero information or updates on my parcel. How poor. I will never buy from that store again because they use Yodel. In fact, I will never buy from any stores that use Yodel, ever again.

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!

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