Songs of innocence and of experience - Home Delivery Network Limited, masquerading as "Yodel". [entries|archive|friends|userinfo]
Douglas Spencer

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Home Delivery Network Limited, masquerading as "Yodel". [Jun. 18th, 2011|12:17 pm]
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Julia and I are sat at home this morning. In quick succession a postcard comes in through the front door saying "we missed you today when we called to deliver, we have left your parcels for you to collect from a safe place (back door)", and then our parcel sails over our back fence and crashes onto the ground outside our back door.

The postcard is branded with the name "Yodel", a trading style of Home Delivery Network Limited (HDNL), and bears an 0871 (premium rate) phone number for inquiries. It's trivially easy to find an 0800 (free) number for them online -- 08001577777. It's also trivially easy to find the the name and email address of their managing director.

I phoned HDNL on the 0800 number, waited without pressing any buttons through the automated menus until I could talk to an operator, who proved to be very helpful.

We've agreed the following:
  • HDNL has confirmed that this mode of delivery is not regarded as acceptable, and is not consistent with HDNL policy.
  • The call has been recorded on their system as a formal complaint.
  • I've confirmed that I haven't examined the contents of the parcel, and do not propose to do so until I've received a formal apology in writing from HDNL.
  • The driver will be interviewed by his/her manager when he/she gets back from his round.
  • HDNL will contact the retailer and explain what's happened, and invite them to contact us to discuss a replacement or refund.
  • I've received a postal address through which I can take the complaint further if I'm not satisfied.


In related news, I run a small business. I am now firmly resolved never to appoint Home Delivery Network or any company related to them to do any of my deliveries, unless and until I'm assured that this sort of thing really is an isolated incident and that there are mechanisms in place which mean I can rely on them not doing this sort of thing to any of my goods.
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Comments:
[User Picture]From: andrewducker
2011-06-18 03:35 pm (UTC)

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The HDNL are spectactuarly crap. Every time I order an Amazon parcel which turns out be using them I instantly assume the worst.
[User Picture]From: quercus
2011-06-18 04:31 pm (UTC)

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Spectacularly, but not extraordinarily, crap. This is par for the course from HDN.
[User Picture]From: sigisgrim
2011-06-18 05:21 pm (UTC)

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We had a similar delivery many years ago via White Arrow, as was. Only IIRC they didn't bother to leave a card, but just chucked whatever it was over the back fence and onto the compost heap: I watched it happen. I believe I still have the photograph of it sitting there.
[User Picture]From: da_pol
2011-06-18 05:26 pm (UTC)

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Friend of mine was working as a supervisor for HDNs contact center a while ago.

The stories that came out of there were.... Well, pretty much what you'd expect from your own experience.

This was the year the Wii was launched, and apparently they were seeing 70-80% pilferage between consignment ship and attempted delivery.

There will almost definitely be no action taken against that driver. It's not worth their time.
[User Picture]From: aperrott
2011-06-18 05:54 pm (UTC)

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I can only conclude from our joint experiences that the delivery people just assume that nobody is in and that it might be worth putting a big sign above the letterbox saying something to the effect of: "We're in for deliveries, please ring the doorbell."
[User Picture]From: bohemiancoast
2011-06-18 07:18 pm (UTC)

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So crap that they have to regularly change their name because nobody will order from a company that uses White Arrow HDNL Yodel.

Having said that, our Yodel delivery person seems ok at the moment; it really is pretty random what the service is like because it's sort of subcontractors who have a patch.
[User Picture]From: j_lj
2011-06-18 08:12 pm (UTC)

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I've had so many problems with HDNL that I refuse to use any company that use them for delivery.

[User Picture]From: jon_a_five
2011-06-19 12:01 pm (UTC)

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Thanks for the heads up. I always avoid companies that ship by Parcelfarce so this is another too look out for.
[User Picture]From: pierre_fermat
2011-06-19 03:19 pm (UTC)

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I've had bad experiences from all of them over the years. Especially Royal Mail and the 'pushing a card through the letterbox and running away without any attempt at knocking or ringing the doorbell' trick that Dop mentions. Usually combined with not actually having the package with them, just the "while you were out"

Latest Yodal trick was just leaving a package sitting on the doorstep in clear view of the road. I'd have pretended not to have received it but H is too honest.

White Arrow once left a package in our recycling bin, the card saying "we've left your package in the recycling bin" was also left in the bin...

[User Picture]From: andrewwilde
2011-06-19 05:21 pm (UTC)

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Oddly, in our neck of the woods (Bath) they're probably the most careful of them (over the last year or so, at least). I get a monthly delivery of wine, we've not had even one box even showing signs of being mistreated, not even a dent, and we've always always had the card through the door saying which house it's been left at, or where it's been left, never in sight of the road or pavement...

As bohemiancoast says, it's probably the subcontract people round this way are good, for the time being. White arrow were awful, so I suspect the bad ones have moved on to someone else round this way...