Need help returning equipment

[Robrequireshelp]

I have package all of the items in the box and search yodel only to find out the closest to me is just under a mile which is way to far to be walking with a large box with both tv box/web box plus all the extras plus a number of reviews say the shop owner doesn’t take yodel packages any longer.? I have contacted customer support only to find out virgin media have over charged me by £28 but was told by your unbelievable inexperienced customer service I would get £84 refund very bad when even your own staff don’t understand what they are looking. Also been told refunds takes 45 days got a strong feeling I’m not going to see that money again with out many more pointless phone calls. Also was told their a ten day waiting time for the virgin media pick up team to send me a email to confirm pick up delivery for equipment . I informed them the threat of being charged if the equipment isn’t back by the 2 October but no help what so ever if this is the best customer service it’s amazing the company still exist. The service’s/connections are very good but that is totally destroyed with the customer service experience beyond terrible and that’s why I will not be back after 23 years. All I want is to get hold of a person that know what they are talking about/doing to pick up delivery of their equipment. Once your account closed no complaints just one useless customer service number. Why lie so much and make everything so frustrating.? 

[Tom_W1]

Hi @Robrequireshelp thanks for your post although we're sorry to hear of your concerns raised here.

We do really want to help here, but we can only advise of the returns locations listed in your area for Yodel. Alternatively, our colleagues at O2 also accept returns so if there's a store near you, you can also return to them directly too 😊

We hope this helps and if you need any further help please don't hesitate to let us know.

Many thanks

[newapollo]

Hi @Robrequireshelp 

You might be able to find a closer location by using either or both of the following links to find your nearest returns store (they contain different addresses)

https://www.collectplus.co.uk/find-a-store 

 https://www.collectplus.yodel.co.uk/store-locator?v=2.

[Robrequireshelp]

Can’t believe iv just got a non-reply text telling me the equipment should have been returned by now. I did return it and here the details. parcel tracking [MOD EDIT: PERSONAL INFORMATION REMOVED] Once I had the receipt nothing todo with me. I suggest virgin media stop using useless cheap delivery services then blaming ex-customers and trying to scam extra money from them. Still nothing about my refund but not really surprised about that tbh. 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[newapollo]

Hi again @Robrequireshelp 

VM send out automated emails regarding returned equipment until the actual received item returns are updated onto their systems..  

The actual equipment returns are scanned in bulk and this process can take up to 10 working days before the systems are updated.

A member of the forum team may be able to check this for you in a day or two and confirm that the equipment has been received.

[Vikki_M]

Hi Robrequireshelp,

Thank you for your response.

Please be advised that it can take up to 10 days for the equipment to reach up and for the account be updated once returned.

Reminder texts/emails are system generated so may be received in that time.

I apologise for any confusion or upset this text may have caused. 

If it's still within 10 days, please don'y worry. Any charge for the equipment will be removed once the account has been updated.

With regards to the refund, I'll send you a private message now so I can look into this for you.

Please look out for the envelope in the top right of the page and pop back to me when you can.