Parcel firm Yodel bitten by BBC's Watchdog programme
Page 8
If you've noticed an error in this article please click here to report it so we can fix it.
CM COVER STORY joanna.bourkeldrbi.co.uk Yodel has defended itself after it was the subject of an investigation by consumer rights programme Watchdog over problems with deliveries.
The parcel carrier was featured on the BBC show last week (22 November) with customers claiming they had experienced poor service from the business.
A spokesman for Yodel defended its delivery performance. He says: -As a business, we have delivered more than 43 million parcels in the last six months with an extremely high level of service. The individual cases included in the Watchdog report had been identi tied as consumer complaints prior to the programme's broadcasting and we have investigated them fully with the clients involved."
He adds: We take all enquiries and complaints very seriously and seek to remedy them. Customer service is at the heart of everything we do and we regret any inconvenience caused as a result of any error, whatever the cause.
"Working with clients to understand their service experience is important to us as we review our processes, systems and training procedures to deliver an ever-improving service."
One customer, Michelle Treaey, described to the show how her partner had ordered a laptop from Tesco Direct, which Yodel was to deliver between 7am and 7pm. Treacy says she called the firm at 9.30pm to say she had not received the parcel, but Yodel claimed it had left a delivery note and left because no-one was there to sign for the delivery.
She says there was no delivery note, and tried to reschedule for two days later, hut the same thing happened. A third delivery was arranged, but the laptop had still not left the depot by late morning that day.
"In the end, it was so much hassle we ended up just cancelling the order and collected it from the store ourselves It would have been easier if we had just done that in the first place."Treacy told the BBC.
Tesco says it sent the laptop out a few hours after it was ordered so is investigating with Yodel as to why it was not delivered.
Another case featured a couple who ordered a chest of drawers from Littlewoods only for the item to arrive a week late.