Here is an email I sent as complaint because the last 2 out of 2 deliveries have seriously been a lot of fail, I’ll update if they respond or resolve the situation

DISCLAIMERS:

• I mention 2 companies below, Amazon and Made.com it’s by no means their fault that I have had this experience (although the decision to use HDNL in the first place could be debated) it is solely HDNL/Yodel causing the problems. Amazon and Made.com are good quality companies and i would recommend either of them 🙂
• It’s quite possible this is a localised HDNL issue (New Cross Depot, London) however not a lot of my reading over the internet fills me with confidence that it is only localised but rather likely a systemic company/country-wide plague
• THIS IS A LONG EMAIL – You have been warned 🙂
• REDACTED a couple of items that would be otherwise exposing personal information unneccesarily

UPDATES:

• made.com been in touch with me due to my comments on twitter, they are chasing from there end and are doing much more than is required to help me out – that is what you call customer service 🙂
• 27/10/2011 – 8AM: one of made.com’s items finally arrived at 21:40 last night, totally missed the delivery window and…. after 9PM!!!!, still as of yet not even acknowledgement of my complaint
• I got an actual email response from Yodel dated – 2nd November 18:32, the from name was Amazon which is slightly misleading (i might report this to Amazon), its just a generic letter of response and “assurance” that they will investigate it

To Whom It May Concern,

This is the second time in almost as many weeks that I have had a package going via Home Delivery Network (HDNL), to arrive shockingly late or not at all. So far in the case of the second time, I’d like to record a catalogue of failures from my 2 current experiences and ask you what you are going to do about it. I’d like to point out that out of around 8 dealings with HDNL, I have only ever had one package arrive within the set time on the set day, but even then the delivery driver had a lack of care for the package, but I am not referring to that incident.

1st Delivery/Order – Amazon.com

I ordered several goods via amazon prime, which entitled me to free next day delivery. One item, being sent direct from Amazon, was sent via HDNL. It was ordered on a Sunday and dispatched on the Monday. I expected to receive the package on the Tuesday and took time off work to be able to receive it. The package did not arrive on the Tuesday and at 7pm I called the call centre. I was advised that you were very busy and that delivery drivers were delivering until 9pm, despite your advertised delivery time of 7am to 7pm. I called later at just after 9pm to be told the same information, as the only information the call centre had was that it was still out on the van.

Needless to say it was not delivered on that Tuesday and I had wasted a whole day waiting in for a package I expected to arrive. I called on the Wednesday morning at about 9am once the delivery status had been updated to scanned into depot again, and they just told me the vans load until 11:30am, so they couldn’t say what was happening. They also said they would need a day to recover the package so that I could go and collect it, as I required the item I had ordered on that Wednesday (which is why I ordered next day delivery) so I said no. I also was advised that the driver “did not attempt delivery” which meant they would today, as drivers are “not allowed to ‘not attempt’ delivery more than once”. The advisor also as good as guaranteed that I would receive the package on that day.

I called up at 7pm when the parcel had still not arrived, and was advised that they were very busy and were delivering until 9pm – again your automated service still said 7am – 7pm. I also expressed my concern that I was told the exact same the previous day, and the member of staff was fairly blunt in saying there was nothing she could do about it because the depot was closed. When I asked to speak to the manager, she put me on hold and then took my contact details and advised me a manager would call back – this never happened.

I called again at 9pm as the parcel had still not arrived, and the advisor had no information and could not contact the depot or driver.

The package arrived at 22:15pm. 5 mins later and I would have actually have been in bed! Also the package was supposed to be signed for, however the driver literally just handed me the package after I opened the door and commented “its a bit late isn’t it?” and walked off, no signature taken or anything.

2nd Delivery/Order – Made.com

I ordered these packages some weeks ago and was prepared for the wait originally. I received an email from them on Friday 21st October advising that they were dispatching the goods to the courier. I received an email on the Monday 24th to say they were due to be delivered on Tuesday 25th. I clicked on one of the emails to reschedule the delivery to the Wednesday, which was more convenient for me – I wrongly assumed this was for both packages, however it looks like it was only for one of the 2 packages. Your system is obviously lacking the ability to realise that if 1 package to the same destination as the other is rescheduled, it should ask to reschedule the other.

I got an email Tuesday morning saying you were going to deliver between 4pm and 7pm, so I rush home in order to be able to receive it, however it did not turn up within that window. I called at just after 7pm, but before I did I checked the tracking status of one of my orders (at this stage I only assumed there was one order in your system and not two)

Lo and behold it says the package had been delivered. I have checked with my neighbours and they have not received a package for me, and I was also at the property at the delivery time and was no more than 3 metres away from the front door for most of the delivery window time, so would have heard someone attempting to deliver and heard a van drive up or away. I called to complain that I have not received the parcel, and they told me all they could do was email the depot because it was closed at 6pm. I asked to speak to a manager and was told I couldn’t. I asked why not and was told they were “busy dealing with escalations”, so I asked for the call to be “escalated”. The advisor took my contact details and told me a manager would be in touch – as of yet no manager has been in touch.

I called yet again this morning and was advised of the 2 parcels and I was advised such: for the parcel that was “delivered” but not i was told they have to contact the depot and interview the driver, and it can take up to 48 hours and that I should contact the seller: made.com
The second package they advised me was damaged and awaiting further advice, and the advisor didn’t really know what to advise me to do. As of yet I have not received either of these 2 packages and I actually need them for people to sit on tonight!

So from my details above, here is how HDNL/Yodel totally failed me:

• First order arrived a day (and a half) late
• First order management never called me back
• First order the package arrived at 10pm despite being given two sets of information separately
• First order didn’t get me to sign for it

• Second order, two separate items, wasn’t made clear in emails
• One item is supposedly damaged
• One item was marked as delivered, but it looks like driver never bothered to deliver it
• Advisors have no info or means to contact depot
• Has still not arrived

I also have lost earnings as a result of waiting for packages, I am a freelance IT consultant and any time I need to stay off work and wait for a package is actual lost earnings, because I do not have things like annual leave, so to earn money I have to work. If I exclude the days when I arranged to be present to receive the goods, I have so far lost:

Order 1: 1 day
Order 2: half a day and counting

If I was to be working 9 – 5 during that lost time, based on the above figures, I have lost overin potential earnings due to the failures of HDNL and Yodel.

I also have the following questions of HDNL:

• why do you deliver until 7pm but your depots “close” at 6pm, how is this even possible?
• why do you have to deliver until 9pm and then not actually update your automated systems to advise of this?
• why do managers not call back customers despite being told this would happen?
• how are you going to repair your reputation with myself?
• how is it acceptable to deliver packages after 10pm when your stated delivery time is 7am to 7pm?
• how is it even possible for your drivers to take too many packages to deliver that they are not able to complete there delivery round within the delivery day?
• is it acceptable to provide so little information to the customer?

Until I actually get a satisfactory response, I will be advising friends, family and other acquaintances to immediately cancel orders from suppliers that send via HDNL/Yodel, and/or to get their suppliers to choose alternatives to yourselves. I will also be forwarding trimmed down versions of this email to made.com and amazon.com and suggest they find alternative providers.

For your reference, my delivery address is:

Regards