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Placed a Wiggle order and I pay for unlimited 'next day' delivery. I hit the value and timing thresholds for next day and Wiggle confirmed dispatch etc.
Notified by YODEL that they were on target for the next day delivery. Working from home at the mo and we have a loud doorbell, safe lockable porch and reviewable CCTV.
YODEL never delivered. Checked CCTV and no attempts or trace of the van on our driveway.
Got up today today to an email declaring YODEL had delivered and a text from Wiggle to say parcel delivered.
I accept times are tough, deliveries are regularly slipping and I'm fine with that BUT why do YODEL have to go all 'Boris Johnson' and lie about delivering?
They obviously haven't (and didn't even attepmt!)
My biggest issue is the lie and deceit which seems to be acceptable behaviour.
I pay for Next Day and didn't get it, not Wiggles fault but they end up fielding my complaint.
Yep, I had this recently with Yodel… I was literally standing looking out the window when the “sorry we just missed you” email came in. Absolutely no sign of a van at any point, hadn’t even driven down the road.
Fair enough as it’s getting to the end of the day & probably ran out of time but the driver clearly just hit the “undeliverable” button from his cab. Means it doesn’t affect their targets I suppose but v frustrating!
FWIW (and probably all down to Yodel) I’ve found the Wiggle unlimited “next day” very hit and miss.
I pay for Next Day and didn’t get it, not Wiggles fault but they end up fielding my complaint.
Well it sort of is, as they choose to use Yodel and as they are Yodel's customer presumably accept they will be dealing with their patchy service, (and it is patchy, they're awesome here because or local driver Dawn makes it so).
And you shouldn't assume intent to lie by just marking things delivered or undelivered remotely, maybe your driver is just incompetent and went to the wrong address!
I've just had one with DX today
Said they tried to deliver yesterday but when checking they have tried to deliver to an industrial unit no where near us
Arranged re delivery for today, get the email saying its been delivered, ring them and they aren't bothered as they have a photo of delivery. Ask for photo but not allowed to give it to me only the sender.
Contact the sender who send me a photo of map and parcel. Its obvious not our address and not our parcel.
Drive to the unit and ask to look where the parcel has been left just in case. My much smaller parcel is on the floor behind the big box. Pick my parcel up from the entrance. Check the label on the big box and that's also at the wrong address. The owners at the unit know its not theirs but aren't bothered
Ring DX, excuse is drivers don't deliver to address on parcel but to barcode on parcel so its not their fault
Never had a problem with Royal Mail
This is more of an comment on how delivery companies operate rather than a retailer promising and not delivering to the customers expectations.
Wiggle would also have expected yodel to deliver within a 24 hour period of dispatch and ultimately will be fielding and relaying customer complaints back to yodel.
Yodel drivers (and most other couriers) to my knowledge have a quota to adhere to and are tracked for their speed and efficiency of delivery. It's easy for a driver to knock one or two delivery's that will take additional time and effort and then either return the item to the depo for delivery the next day to ensure that their quota/efficiency for the day is met.
Amazon have got alot better in our area now that drivers locations are pinpointed when delivering items, it won't belong before the other couriers also do (if not already).
The issue for me is not that deliveries get missed - I think we all accept that sometimes it's not loaded on the van, or the driver doesn't make it because of traffic, or whatever. But the combination of the courier companies actually gaslighting us - "we tried to deliver but you weren't in" when you were and "we've delivered" when they clearly haven't and then no clear way of talking to an actual person at the courier company either at all, or can actively do anything about the problem.
It's the perfect combination of helplessness and anger that is just so frustrating.
Is there a way to specify which company do the deliveries? I pay for wiggle plus too which is a bargain at £9.99 a year for unlimited next day deliveries. They always use Hermes for me which have been excellent. The one time it was delayed, Hermes promptly notified me and delivered the following day as they promised.
UPS managed to take our parcel to the drop shop yesterday. Fine but in a different town to the one 5 mins from home. Although closer in miles the depot 52 miles away is quicker to drive to.
I think Covid has given delivery companies free reign to do whatever they want. We have had parcels delivered to our works for the past 15 years with no problems. Suddenly they can't find us or the post code is wrong. I have lost an Exposure Six Pack light which was thrown over a palisade fence no where near where I work (DHL) and last week Yodel lost a turbo trainer which was ordered by one of my staff from Wiggle/CRC. The hassle getting it sorted was unreal. In the end they sent him another which he ended up going to depot 20 miles away to collect. How do you lose a turbo trainer?. We've had big problems over the last 2 years with DHL, FedEx, Hermes and Yodel and only one who seem to be ok are APC but on talking to their driver they are salaried and not paid per delivery.
And you shouldn’t assume intent to lie by just marking things delivered or undelivered remotely, maybe your driver is just incompetent and went to the wrong address!
What should I assume when I received 2 messages saying my parcel "HAS BEEN DELIVERED"?
Nothing ambiguous about that and a fine, honest, upstanding member of the public could rightly conclude and believe that the parcel has been delivered!
Maybe I'm not reading between the lines.
I now understand that the drivers can also select alternatives to say it was delayed or delivery attempted (which would also be a LIE) but they would miss delivery targets.
A cynic might conclude that the driver lied to deceive Wiggle into thinking that delivery targets are being met which would also be fraud.
**UPDATE** My parcel (that was supposedly delivered yesterday) is now due for delivery today......again.
What can I assume from that?
(which would also be a LIE) [...] which would also be fraud.
Might I respectfully suggest that you don't need to worry about all that shit. You just want your delivery, right? So if it doesn't come today, make it some-one else's issue (Wiggle) Try to be nice on the phone to the person that has to deal with it (it's not their fault) and just sit back and relax?
but they would miss delivery targets.
<span style="font-size: 0.8rem;"> cynic might conclude that the driver lied to deceive Wiggle into thinking that delivery targets are being met which would also be fraud</span></span>
I would assume that the driver would have missed yodels attributed target - and.not have given a second though Lt about wiggle.
The only reliable delivery to me is RM / parcel force
Yodel and hermes are the worst with these continual " we attempted to deliver and you were not in" lies.
Result - I will no longer order from any company who uses these couriers
CRC whilst they have refunded me for the latest farce have also been useless in terms of customer service in that they asked for details of what happened to "investigate" I give them the details then silence. so I prod them again, and go thru the same dance 3 times now they have asked for details so it can be investigated and the answer is silence
What should I assume when I received 2 messages saying my parcel “HAS BEEN DELIVERED”?
I think you should assume that it has been delivered - somewhere, just not to you/where it should have been. Myself I don't immediately jump to that the driver is lying to make his day easier but I'm kind of a glass half full guy, tend to think the best of people unless they can convince me otherwise.
Then I get onto the supplier I have a contract with and let them sort it out, so your pantomime is Wiggle vs. you. I would expect that to be handled competently though, not like TJ's example.
I wonder if we all need to pay a bit more for higher quality of delivery service.
The hassle getting it sorted was unreal.
It shouldn't be, because
Might I respectfully suggest that you don’t need to worry about all that shit. You just want your delivery, right? So if it doesn’t come today, make it some-one else’s issue (Wiggle) Try to be nice on the phone to the person that has to deal with it (it’s not their fault) and just sit back and relax?
This. Unless of course it was Wiggle who was cocking you about.
It is not the buyer's job to be chasing couriers. It is the seller's responsibility to ensure that your goods are delivered.
You have a contract of sale with the retailer. The retailer has a contract with the courier. You do not have any direct relationship with the courier; they are, quite simply, nothing to do with you.
I don't mind paying extra if I could choose Royal Mail/Parcel Force however most of the time I cant choose.
My parcel was split in two for delivery, the first parcel was DX which I had to go and find and the second is via Hermes and I don't have a clue when its going to be delivered as their site wont let me track it.
I wonder if we all need to pay a bit more for higher quality of delivery service.
IME it's dependent on the retailer as to whether you have that option.
I ordered a shirt for my wedding day from Charles Tywhitt. They dispatched it via Yodel with stereotypically predictable results. I asked them to resend it (I think I'd to actually refund and reorder, may be wrong) and asked if I could pay extra for a different courier. Simply wasn't an option.
Net result, I eventually got my shirt like two days before the wedding day and as much as I like their products - it's literally the first time I've ever had a shirt that fitted correctly - I can't use them again because of Yodel.
(That said, I've moved house since so the local driver here might be less crap.)
Ring DX, excuse is drivers don’t deliver to address on parcel but to barcode on parcel so its not their fault.
That leaves them wide open to fraud as it's easy to input an address wrong on the computer in the depot. I used to deliver valuable items (actual cash, jewellery etc) and one of the golden rules was the address in the label ALWAYS overruled anything the mobile terminal said. Any company that does it the other way round is asking for issues.