Reputational daamage to VM for using Yodel
I was emailed by VM out of the blue to ask me if I wanted to upgrade to the new router as mine was out of date. Cool - I love unexpected gifts. I was told that it would be delivered by Yodel about 10 days later and they would email with a delivery time - all good so far. 4 weeks later - I'm still waiting for delivery because ........Yodel can't find my address!!!
I have delivery from other couriers every day of the week. Granted, we are tucked a little bit off the main routes but every other delivery service either finds us on its own - or after one failed attempt, contact us to try and work out where they got lost.
Yodel simply update their system with the message - "Can't locate the address. Need delivery information.". That's it. No attempt to contact. Apparently, they try 3 times and then return the package to the sender. I discovered this after waiting for 3 consecutive days two weeks ago - and then learned that my hub was on the way back to VM. The support I got from Yodel Customer Service was 'Nil'.
VM Customer Support in comparison - was very helpful and arranged to resend the parcel. I suggested it should be sent by another courier service - but sadly this advice was not heeded.
Today is the second day in another round of 3. Yodel have failed to find my address for the last 2 days - making it 5 in a row - despite the fact that I spent an hour on their chatbot support yesterday and gave them full written instruction on how to find us.
Virgin Media - please listen. I know in my heart that this is not your fault - but I am now tainted by the smell of Yodel when I think about having anything else delivered from you. I was about to change my mobile phone. Guess what? _ I will no longer be considering switching to Virgin as an option.
Think of the reputational damage to your own business caused by the poor service provided by other companies you employ. I will NEVER recommend Yodel. Sadly, I will now hesitate to use Virgin Media.
Change your UK courier service. The Internet is littered with people having similar complaints about Yodel - I was shocked at the volume. Until this week, I never knew. I suspect you do. It's time to do something about it.
Hi PeteU
If this delivery fails it might be possible to contact yodel or VM and arrange to have the upgraded hub sent to your nearest Collect Plus shop instead. There are two lists of shops.
