HDNL has to be the worst delivery company I have ever come across. A few years ago I came home to find a package had been tossed over my gate and left all day in the rain, and I blogged about this on my website (as I tend to do). Since then the blog has received thousands of comments from customers who have had similar experiences, and hundreds of comments from HDNL drivers who seem intent on abusing their customers and myself.
I wonder if this company cares what its employees do online and how they represent their company. Rebranding to YODEL isn’t going to save them.
I had these wazzocks deliver my new pc monitor. £220 worth of it from Amazon. Rather than leave a note or leave it with neighbours, they opened the side gate, and left it on the side step. And left the gate open. At 1pm, when i don;t get home til 5.30. Brilliant. Luckily it was there when i got home, but thats testament to the quality of the neighbourhood, not their work.
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Complaint by Alec Hume — August 3, 2011 @ 12:32 pm
We had a server that was supposed to be delivered on Monday go missing. Yodel simply don’t know where it is. I have spoken to three separate people in the “customer service” department, and received three separate (different) pieces of information. I have submitted a complaint via their complaints section on their website, but have yet to receive even an auto-acknowledge, never mind a proper response or (heaven forfend, Mr Darcy) an actual apology…!
If anyone who has complaints about Yodel / HDNL uses Twitter please feel free to contact us on Twitter on either of the above names. We’d love to hear from you, especially any current/ex members of staff who work there. We’d love to ask you some questions…
Mods, sorry if this post is out of order. No offence intended. Please delete if you wish or check out our RTs on twitter if wanted to use them in some way. Thx
yodel are beyond terrible. The tracking service said that the courier had tried to deliver my package and had left a card. I was there when this was supposed to have happened, there was no attempted delivery and no card. The second day the same thing happened. I phoned Yodel and eventually got through to a manager who said it would be kept in the depot the following day. He didn’t do it and the package went out again. A young lady also gave me the address of a depot on the other side of Manchester. On the third day I spent allot of the day trying to sort the problem out. I spoke to a young man who told me that a manager would ring me back within 4 hours. No one did. I now had a reference number showing that I had a reference number showing that I would have a call back. I phoned several more times to speak to a manager and never got one.
Meanwhile the company that had sent the package complained. This seemed to have some effect. Eventually I got a call saying it would be with me within an hour. Two and a quarter hours later it arrived.
I hate to think what I spent on all the calls to the 0844 number. It was all very stressful.
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Complaint by rosie grant — August 8, 2011 @ 12:14 pm
I have had deliveries from Home Delivery Network (now ‘Yodel’) twice now. I say ‘deliveries’, but on the first one I had to walk several miles to an industrial estate to collect it, as they don’t deliver on Saturdays, and I can’t take time off work at a moment’s notice.
The second instance (today) is the same. There is a website and an automated phone service, but again delivery is on their terms and their times, which are unacceptable to me. The customer services who were sending my parcel claim there is nothing they can do. So in 15 days’ time my parcel will be returned to sender, and I’ll be out of pocket for delivery charges for an item I have never received. Scandalous.
tried to make a valid complaint told on website to many words (only 200 max )then spoke to a human who told me after waiting 12 hours and phoned 4 times twice on hold for 10 minutes and cut off premium rate from mobile there was a mistake and my parcel is still in depot. awaiting manager to call not holding my breath though.utter rubbish avoid like the plague
What a complete bunch of uless people .
I had the parcle number .
all i wanted to do is change the address to my work one but no the would not do that simple thing . these have to be the worst courrier company out there.
AVOID THEM LIKE THE PLAGUE.
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Complaint by richard hart — August 10, 2011 @ 8:10 am
Where to start? I’ve had multiple orders never delivered to our office, despite it being open and staffed from 7am to 10pm seven days a week. One set of packages arrived 6 weeks late (by which time a replacement set from the retailer arrived through Royal Mail). Collections likewise never picked up. I’ve had such a systemically poor service form HDNL/YODEL that as soon as an order confirmation says it’s delivered through them, it’s cancelled immediately. If another delivery option is not available I’ll find a different supplier, retailers be warned.
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Complaint by Pete Wright — August 18, 2011 @ 1:38 pm
Yes I have a complaint about HDNL, but not about my parcel delivery. I am an ex employee of HDNL. I put a vast amount of my working life into that company and it changed beyond all recognition {and none of it for the better}. Things got so bad as regards working conditions that it got to the point where the first job that came along I took it and left, foregoing any redundancy I may have been entitled to {much to my anger}.
The top management don’t appear to have any idea how to run this company and the depot management just tow the line. They just seem to stumble from one disaster to another. They spend millions on things that don’t work and next to nothing on things that do. It’s only the sheer hard work and determination of the loyal staff that’s keeping this company afloat. At one time it was the best and most rewarding job I have ever had, but now as it stands I wouldn’t go back there if my life depended on it {but I wouldn’t say no to some belated redundo} With the right leadership this company could be the company it once was, as it is morale was very low when I left and things have gone down hill since then so imagine what it’s like working there now.
I’ve just scanned what others have to say about HDNL above as I couldn’t wait to air my views. I get though its not at all positive and that follows here too. Apparently, I refused a parcel some weeks ago, that was the feedback from HDNL to the sender. As i write, I happen to be the unfortunate customer to expect yet another delivery from them of course it didn’t get to me so I phoned them today and was told the driver couldn’t access my building. I let that pass. I inquired about the previous parcel and was told the driver possibly made the wrong scan in regard to the parcel’s return.
Well, there’s another time they left left my parcels with a neighbour and no card or other way of telling me so other than on the tracking information online. I phoned them and it was confirmed the parcels had been indeed left with a neighbour. The next day or so, I found a card from HDNL in my mail box letting me know the same? Had the driver come back and put it there?
Back to the present. They asked for my number to facilitate my delivery tomorrow. Wonder how that will go.
I’ve had two or so other incidents as well that I can’t clearly remember at the moment – I didn’t make a big deal of these then however now that a trend seems obvious, its safe to conclude somethings not right with HDNL.
As usual waited in for delivery, only to find in the evening on tracked item,they claim there was no access,this is the usual rubbish they come up with when they had no intention to deliver in the first place,no card left as usual,i dont use them,but others tend to as they are cheaper than competitors. I wish someone would tell everybody,DONT USE YODEL/HDML,use somebody decent like dhl,ups etc
Continuation of comment 12.
They did not deliver the following day as arranged neither was I phoned. I phoned them the following morning – they asked for my phone number again. I did not get any satisfactory feedback as to why delivery hadn’t been made as previously arranged – all I was told was they would look into it. They finally delivered the same day, how the driver made it to my door on this occasion is a wonder.
I have had to get my parcel redelivered from yodel now for the third time. Every single time I was at home but no one has bothered knocking. I just get the we missed you today card. And on the one occasion, the delivery guy hadn’t even bothered to bring the card to my flat on the third floor, it was left lying on the stairs on the second floor for everyone to step on. I didn’t even realise it was for me until I saw my flat number on the bit of paper. I emailed to complain and have got no response. I tried calling them but was in the queue for so long I had to hang up because I would not be able to afford the phone bill. Finally, when I found a number to call for complaints a machine tells you that they are too busy so call back later. It is incredible that today with all the online shopping we do, that we get such a useless delivery system. I have now been waiting for my parcel for almost a week… They are really taking the piss…
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Complaint by Amanda — September 17, 2011 @ 12:59 pm
Waited in all day, 7am to 7pm for a re-delivery from HDN. What a surprise – it hasn’t turned up! Complete and utter waste of time.
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Complaint by Fletch — September 17, 2011 @ 5:26 pm
Opened the door to a home delivery network driver today to find that one of the parcels he wanted to give me had a large brown foot print on the top and a bashed in side. As the parcel was expensive and from a catalogue, I refused to accept the parcel. The driver was rude and seemed to not understand the problem. Perhaps this is the way all parcels are delivered? Ive now to contact catalogue, make sure I fill out the relevant forms and wait for my credit back. wonderful
What a useless company! My address is difficult to find and sat nav does not bring you directly to it. For that reason, I gave my phone number for HDNL to contact me if they had a problem finding my house. Well, you would have thought that was simple. It turns out that not only do they not supply their drivers with mobiles ( serious safety issues with that I think ) but they at the warehouse are unable to contact customers direct. Why any company would use their services is beyond me. I STILL have not received my parcel. It has been in & out of the warehouse for delivery 3 times at least.
I ordered a Koga Miyata bike from a reputable supplier in The Netherlands. It was posted on the 3rd September. I expected delivery on the 8th, and sure enough according to TNT Post NL tracking system the bike had been delivered.
I excitedly rushed home after work to find that neither was there a bike, nor was there a calling card.
I got on to my supplier who told me that Yodel were the company in the UK that dealt with delivery. Unfortunately I couldn’t chase them, as I wasn’t supplied with a calling card. I didn’t have the tracking number.
A week went by, with me contacting the supplier of the bike, TNT Post in the UK. Between us, we managed to ascertain that The Home Delivery Network were in charge of delivery. I contacted them, not realising that they had changed their name to Yodel. Obviously they had no record of the delivery.
Fast forward to Monday 19th Sept. After much to-ing and fro-ing between myself, the supplier and TNT Post, we finally get a Tracking number for Yodel in the UK. Armed with this number I give them a call.
I am confronted by a really rude customer services adviser at Yodel who I tell the whole sorry story to. She then tells me that my parcel has been delivered to an address 2 doors down from me. I question the sense in them doing this, as I don’t know those neighbours, I also never got a calling card. She told me to contact the supplier. I then told her that my neighbours had not popped the package round to me. She said it wasn’t their responsibility. Not convinced, I went on to say that if the package had not been delivered to me, then they were liable for the value of the package. She said not so. It’s the supplier who is liable.
I then asked to speak to her supervisor. She told me that the supervisor would say the same thing as she just told me. I insisted. She then told me no supervisor was available. I asked her to put me through. She swore at me, then put me on hold. For over an hour before the phone cut off.
I came home from work and checked with my neighbour 2 doors down. A middle aged couple, with BMW and Mercedes parked in their drive. Not the sort of people to steal a rusty second hand bike. Lo and behold, they hadn’t taken delivery.
Livid I return home and call them again. After being kept on hold for half an hour (not a good sign) I tell them that the package has not been delivered to the neighbours. They insist it has and I’ll need to talk to my supplier. I then ask to speak to a manager. Again get told that the manager will say the same thing. I insist. I am put through to Craig – The night manager.
He tells me that according to their records, the package was delivered to my neighbours. I say that it hadn’t, and that I hadn’t received a calling card (and that I’d wasted 10 days chasing my parcel due to this error) – He tells me that the driver had been reprimanded. I then ask for the name of the person who signed for the package. The driver hadn’t taken it, just a signature. I then say that in that case Yodel are liable for the value of the bike. Craig then goes on to say that the driver has been reprimanded twice about his mistakes (and that he’s sorry) – I reiterate that Yodel are liable for the value of the undelivered bike. Craig then tells me that as part of their terms and conditions they are within their rights to leave the package with a neighbour and that I should contact the supplier. I suggest that it is not the supplier that is liable and I ask him for the proof of delivery documentation. He tells me that only the supplier can request this, via TNT Post in the Netherlands.
We to-and-fro for a while, all the time asking what has happened to the package. All Craig can tell me is that it has been delivered to my neighbour. I suggest getting the police involved – to send them to the depot in Mitcham to question the driver. Craig then says he’ll get their security team to look into it.
The upshot of all this is that I have wasted 10 days (only God knows how many more from this point) trying to piece together what has happened to my bike. It seems to have disappeared into the quagmire that is Yodel’s internal processes. There is no end in sight and it has left me incredulous how a company such as Yodel can continue trading with such a poor record. I will be involving both the Police and the press (as I suspect the driver stole the bike)
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Complaint by Ash Whiting — September 26, 2011 @ 10:42 am
I am an Amazon Prime customer and was expecting a parcel to be delivered yesterday (3 October). It was picked by HDNL on Sunday but then spent over 24 hours apparently sitting in their depot in Omagh, Co. Tyrone (So much for the next day delivery Amazon will have been billed for). It arrived in the early hours of this morning and was put on a van for delivery this morning. Only to be returned to the depot at 19.05 this evening (HDNL’s website boasts that they deliver until 9pm). No evidence that they have even tried to deliver it. This isn’t my first bad experience with these idiots and its now getting to the stage where Amazon is going to lose my business.
I ordered some books from Amazon which I have never received.
On your records is mentioned that you left the pack on the back – there is no secure place on the back of my house – as you cannot get on the “back” I have a gate which is always closed. I checked the order on Amazon and it was mentioned that the books were left in the “porch”. My house does not have a porch. I would appreciate if you could check your records and track where you delivered my books. I need them urgently and created me a lot of inconvenience that I have not received them yet.
Thank you
Delia
Tracking Details Sent
Timestamp
Description
Details
20/09/2011 15:33:06
Parcel Delivered CUSTOMER To Secure Location Back
Depot: CUSTOMER
20/09/2011 08:45:15
Loaded onto NOTTINGHAM VAN
Depot: NOTTINGHAM VAN
20/09/2011 05:12:47
Received into NOTTINGHAM DEPOT
Depot: NOTTINGHAM DEPOT
19/09/2011 18:25:04
Sorted at DROITWICH2
Depot: DROITWICH2
19/09/2011 17:54:37
LI Update WEB CUSTOMER
Depot: WEB CUSTOMER
19/09/2011 00:00:00
Parcel data received WEB CUSTOMER
Depot: WEB CUSTOMER
Bought a side by side fridge freezer from Best Buy (no problem with Best Buy) However it was delivered by HDNL who sent 2 of the most incompetent people to deliver. First they were meant to phone before delivering, just by chance I went by the house it was being delivered to & they were there. Tried to fob me off saying I had no signal on my phone (no missed calls or message left!) Were adament it wouldn’t go into property even though the previous owners had the same one. I will admit you have to go down 2 steps to get into house but its not too difficult. Explained the doors would need to come off, they didn’t have any tools (I didn’t either as I had only taken ownership of house day before) So I went to get the tools needed. When I returned they stated they had spoken to someone & it was a complicated job & basically they didn’t want to do it, not only that they had taken all the packaging off the item & was dragging & scrapping it along my driveway. There was also dents in the item so I refused delivery.
They made me call Best Buy to rearrange another one, whilst hinting to take a weekend slot as they don’t deliver weekends. I chose the weekday slot, my dad said he would be there to receive it as I was working. He also looked up how to take the doors off (very simple job). Comes to delivery day and get a sarcastic call from the same delivery guy just before delivery saying they would have the same problem as the week before & basically they didn’t want to deliver until I told them my dad would take it in the property, even though it was their jobs.
My dad & uncle got the doors off & into house with no problem, whole thing was in & installed in less then 30 minutes. HDNL very craftely took away the survey about them that was on the delivery note, now I wonder why that is!!
This is the third letter of complaint I have written to this god forsaken company! Let’s see if I get a response?
Hello,
I am sorry to see that simply by changing your company name most certainly does not transform your horrifically poor delivery service people overnight, they are still as inept at safely delivering parcels as they ever were before. I have now lost count at how many times your drivers have simply abandoned packages outside of my property in plain view of passers by. These drivers had the audacity to leave a card in my mail box stating that they had left my parcel in a ‘safe place’!! I’m baffled as to how you your train your delivery men with regard to the definition of a safe place? Today (29/10/2011) I have come to find a valuable parcel sitting on my doorstep leant against a plant pot. Nowhere in my mail box is there even a card to say that a parcel has been ‘delivered’ (I use the term delivered in the loosessed possible way, I think dumped is actually more appropriate!!). Therefore if the parcel had indeed been stolen (luckily for you today I found it in time) then I would have been none the wiser that my package had even been delivered and i would be giving grief to the company from which i ordered it. Rest assured I have contacted the seller informing them of your exceptionally poor service.
If your reply is anything like the responses I’ve had from you previously then I hold my breath at getting anything other than a generated response from you, however I do indeed look forward to hearing from you.
Have had the misfortune to have 3 recent parcels ‘delivered’ by HDNL/Yodel. In all cases, I was in when they made their delivery (fortunately). The first delivery was made on a Saturday by white van man who sped down our culdersac and then left the parcel on the doorstep, having failed to knock or ring the bell. The second delivery was again left on the front step although clear instructions had been left as to where to leave it if we were out. The final problem delivery was apparently made on Saturday. This time they surpassed themselves as they said they left the parcel in our outbuilding. No they didn’t and we don’t have an outbuilding anyway. Now tracked it down. We live at No11 and these plonkers left the parcel at No5!
Waited in all day for a package from Amazon. I phoned HDNL at 5pm then again at 7pm – told no problem sir it’s on its way and the Amazon (HDNL) tracking system showed as it’s on the van for delivery – phoned again at 8.30pm and told by HDNL “sorry sir it’s been returned to the depot by the driver and we don’t know why”. However you can collect from the depot tomorrow or Friday – in a small town about 100 miles from where I live in a big city. Now I have to wait a further 2 working days plus 2 days for the weekend – roll on Monday when I can take another day off work (5 days from today). – I don’t think so – I cancelled the order with Amazon and complained. DO NOT USE HDNL they are cowboys.
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Complaint by Not Happy — November 16, 2011 @ 9:11 pm
I bought items from Amazon. Estimated delivery – next day – 4 days later and no parcel. I looked on the parcel tracking and it showed that the parcel had got to the HDNL depot in Maidstone and had been there for 3 days. I phoned amazon. They stated that they would stop the parcel and get it returned to them They would send another one which would arrive next day i.e today !! am not holding my breath though.
When I went back to the tracking page it now stated that it had been sent out on the van and that they had attempted to deliver the parcel This is absolute rubbish as I was home all day. The company has blatently lied to Amazon as presumably they dont want to lose such a big account. Why dont thses big companies wise up and just kick them in to touch.
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Complaint by Paul Dickens — November 19, 2011 @ 9:28 am
Hi,I sent a parcel back to my catalogue on the 24th November 2011 been tracking this and still see it is sat in the HDNL depot waiting to go back. I rang the local depot and asked why it had not been returned the response was I do not know.
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Complaint by michelle williamson — December 1, 2011 @ 8:40 am
to carry on from compliant 28. This was the response I had expected from this young lad on the phone. I asked him to make sure it was sent back that day. It is now the 1st December and I have just looked at the tracking and to my amazement it is still sat in the depot WHAT A SURPRISE. I am waiting for this to be put back onto my credit account so I can order something for my Grandson When that will be I don’t know. No wonder they are being made redundant in July half of them deserve it. They are bone idle and do not care about us who are paying to keep them in a job. MANAGEMENT PULL YOUR FINGER OUT YOUR BACKSIDES AND GET THIS COMPANY SORTED IT IS CHRISTMAS AND YOUR COMPANY ARE NOT DOING MUCH TO KEEP US CUSTOMERS HAPPY.
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Complaint by michelle williamson — December 1, 2011 @ 8:47 am
…Glad my other half told me HDNL were on Watchdog.
Ordered my item from Amazon, took 2 business days to get to Southampton, and apparently spent all day on an HDNL van on a tour of the city. from 8:47am to 11:35pm. Not delivered. No ‘we missed you’ note. Complaint sent to Amazon, seeing as HDNL don’t have an e-mail address to complain to, unlike the rest of the modern world. Will be questioning their judgement in using such a questionable company. I may even call HDNL. For a giggle, as it seems I’ve no hope of receiving a parcel.
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Complaint by Ad Caudle — December 2, 2011 @ 12:07 am
Sent PS3 off for repair on 24/11/11. It was repaired and sent back to me to be delivered by 28/11/11. Well….still no PS3. I have called their ‘customer service’ everyday this week.
Mon-told I would get it by Tuesday
Tue- told it was transferred to Gateshead depot!!? Why? Im in Croydon?!!
Wed- told I would recieve by thursday evening
Thurs – No delivery attempt made. No card etc. Parcel returned to depot!?
Fri – Phoned in the morning, was told its with a new driver who delivers from 9-5 and I should recieve it shortly. I called again at lunchtime and got a different agent. She told me that it hadnt even left the depot yet!! So now you got call agents who dont know how to lie properly……anyway still awaiting my parcel.
I have never had anything like this happen to me. It beggars belief they still exist. Scooby Doo could do a better job!
I ordered a parcel through the sports direct website on Nov 23rd 2011. It was dispatched from them to yodel on that day. I paid express delivery as the goods were needed for a birthday present for Dec 3rd – plenty of time for it to be delivered you would think!! However after contacting Yodel through their web services no one bothered to get back to me to explain why my parcel hadnt been delivered. Today I rang through to their customer service department and asked the same question to be told they couldnt explain to me why it hadnt been delivered and the earliest they could deliver is Monday 5th December. I have sent a complaint using their online system as well as to an email address the customer service advisor gave me – just wondering if anyone will even bother getting back to me!!
Paid extra for next day delivery from Asda yesterday. Home Delivery Network claimed that they delivered my parcel at 7:45pm and left a card saying that it was being returned to the depot as there was no answer. Unbeknownst to them, I was on the phone to Asda complaining at exactly the same time they state they tried to deliver. They have managed to leave the reason column blank when I track the parcel, so that I couldn’t see their excuse, but Asda told me. HDNL are a bunch of cowboys. They are blatant liars and I hope to God that companies stop using them. They are bloody useless, lying little toe rags.
Just had a parcel delivered (6:30pm). The driver rang the bell and then left the (large) box propped against the outside of our front door, in the pouring rain, while he drove off at high speed. It took me less than 15s to get to the door, by which time his van was already at the far end of our road. It was only by luck that we were in to find it!
This is not our first bad experience of HDN. On another occasion we waited in all day (2 people, so that there was not a single minute “uncovered”) only to find on their website tracker that they’d allegedly been and gone (nothing was posted through the door and I am 100% sure they did not ring the bell) and we had to go and collect the package from a depot several miles away.
And there are more horror stories where those came from. Put simply: merchants, if you want your goods to arrive AND your customers to stay happy, DO NOT USE HDNL.
Totally agree with all above.I had a parcel to be collected it was arranged for Tues 6th dec between 7 and 7. waited in all day finally got sick and rang customer service,they said driver had called that morn.what a load of rubbish as I never left the house and there is an intercom at entrance door,however they said would re collect wed.waited in again no show.rang up again collection had not been confirmed from depot so a manager told me would be collected thurs.Guess what I rang up again (phone bill mounting up) told collection had been cancelled as I was out tues.Rang up supplier Ideal world shopping they got on to it and who should turn up at 6.30
but a driver to collect parcel.Had a rant at him but he did’nt understand a word I said.So that closes that chapter.What a crap outfit.
I had an item to be delivered on 26th of Nov,I took the day off work and Yodel cancelled the delivery that morning!They stated they would reschedual a delivery with me and guess what,I’m still waiting.I keep trying to phone them but the number is always engaged!
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Complaint by H Hughes — December 13, 2011 @ 4:32 pm
Oh my god!!!!!!!! For 4 days now ive tried to contact hdnl, after being yold every time i call by an aotomated system that its a ten min wait i still stayed on the phone only yo be cut off after 13 mins by the advisor!!!!! This is discusting and i still havnt recieved my parcel!!!!!! This company are awfull and the advisirs need re training on how U should not disconnect a call for your smusement!!!!! Im fuming!!!!!! I will be asking for a refund on my calls!!!!!!!
have waited for ever for my parcel I’m writing this as the last miniute goes by before I don’t receive my parcel for the third day what a joke I mean how on earth can amazon trust a useless company like theirs no parcel again and when I ring to speak to someone Im left on there system it’s vet poor indeed
6 days my parcel shows as being in their warehouse,i phoned and have been cut off,or just left waiting at 10p a minute, contacted Amazon who are sending another item by royal mail. Yodel can go well yodel.
I fail to understand why major companies use HDNL. I would quite happily stop buying from such retailers and suggest all my many friends and colleagues do also. It may be that some of these companies put profit way way above service. According to the HDNL website Virgin Wines and Tesco Direct are some of their clients, as a fan of Tesco I would NEVER have thought that they would use such a carrier, or is it profit before service again??? HDNL delivered a parcel to the WRONG address in East Kilbride and the drivers assistant signed for the package himself! How is that a secure / efficient delivery service??? You cannot e-mail HDNL Head Office to complain and if you phone them is costs up to 10p a minute to complain about their useless service, WHY???
Ordered a HP laptop from littlewoods on 22nd December & on 23rd tracking said received at Wembly depot than at 09:38 loaded onto wembly van. I was waiting for it whole day but it never came. at 19:38 tracking status updated to ”unable to deliver, not attempted”.
Than after xmas hoildays on 29th december it said loaded onto wembly van. I was at home whole day keeping an eye on door so that i dont miss the courier. No courier came.
To my surprise at 21:00 tracking system updated to
” Parcel Delivered at 17:59 Wembley Depot”.
I called littlewoods immediately and told them that i have not received my laptop but ur order status showing its been delievered. i told the lady that i was at home and no delivery was made.
Littlewoods have passed it to their investigation team & they gave me no time frame that how long will it take them to investigate.
rang them today 30th but still under investigation.
Can anyone please help me what to do now??????????
Littlewoods have not given me any courier details?.
plz do reply if anyone of you have gone through this and wht was the outcome and how long did it take u to resolve the issue?
I am CSM for a household brand and fully manage all our DM CS and we have used HDNL for just over 2 years. So far as a senior manager I have been told by my ‘senior account’ manager when they failed to deliver our extra cost express service. ‘well we were busy’… No compensation no explaination just pure arrogance. As a company we have had to employ additional staff to chase our ‘paid’ for services so that our own customers are supported. They offer zero customer support to any section of their business.They deserve to fail but they wont because the likes of amazon/ littlewoods etc like cheap as chips prices. Well I dont and have just got rid of bad rubbish it has been a disgrace and though our new option will not be perfect as i am a realist what I do know is that it cannot be any worse that what went before.
We ordered from Amazon and found that our item was dispatched and for their part Amazon did an excellent job. However when it came to making the delivery HDNL claimed we were not in on their tracking system. Unfortunately they made the mistake of doing this with a building with a 24H porter service and also at the time that I was in the porters lodge looking to see if our parcel had been delivered. This appears to be another example of a company claiming there was no one home to finish a little earlier.
I have tried speaking to the HDNL and they are not very keen to pass any comment as to why this has happened and despite the fact all of their staff were very polite nobody could be bothered to investigate and or provide any solution. Unfortunately as consumers we have no choice but to mention are dissatisfaction to company that sold us the goods.
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Complaint by Majes Kipohns — March 6, 2012 @ 12:39 pm
now on my FOURTH failed amazon delivery by these morons. No problem at all until the last 10 days,so presume we have a new driver or something who just chucks the stuff in the bin or sells it on… worst case was the 2 discs i ordered fro playing at my darling mother-in-law’s funeral on the 22nd march. Ordered for next day delivery the 18th. Didn’t come, but status said ‘delivered’. I phoned them and was eventually told there had been an ‘incident’ and the driver had spent most of the day in hospital but they would try to deliver next. Have never arrived, mega stress, finally managed to source the songs locally but awful experience. Next 3 deliveries also failed (all still on the van as far as i can tell) and altho amazon have refuned me, it;s not the point and now i won’t use them at all.
Ordered 2 dvds on a Saturday with next day delivery. I expected to get them on the Monday. Stayed in all day with no show by HDNL. Looked at their tracker website and saw that the dvds had been loaded into a van at 10am, then taken back to the Bristol depot at 5:30pm. On Tuesday, the exact same thing happened again.
ive been waitin all day excited about gettin new tele when i check the order at 10 pm and aperantly i missed him he left card with me was he invisible was the card ivisible who knows now i goto wait till next week wehat should have been here today but no they coldnt even be arsed to come close to my house what a way to run a companmy was so excited and am now so annoyed with such a crap company home delivery network are
ive been waitin all day excited about gettin new tele when i check the order at 10 pm and aperantly i missed him he left card with me was he invisible was the card ivisible who knows now i goto wait till next week should have been here today but no they coldnt even be arsed to come close to my house what a way to run a companmy was so excited and am now so annoyed with such a crap company home delivery network are
I fell foul of HDNL recently – as I work long hours, I use my work address for next day deliveries from amazon, using their ‘Prime’ service, and out of the last four deliveries, two came at 5.10pm and two at 4.20pm. I wouldn’t have minded if one of the four had been an early delivery and the tracking is a joke. I phoned both HDNL and Amazon and got weak excuses (the deliveries are according to the driver’s route, it’s not our fault etc). Net result = screw amazon and hdnl and I’ll never use them again, Both of you, take some ‘kin responsibility
I was waiting on a delivery. Using the catalogue company’s tracking system, it said that the delivery company – Yodel – had tried to deliver it but couldn’t so left a calling card. No calling card was left which meant I couldn’t rearrange a delivery as I had no delivery number. Phoned Yodel to try and rearrange the delivery but they had no record of my details! Useless! Useless! Useless! The catalogue were fantastic tho and have now sorted the matter.
I ORDERED FROM AMAZON ON WED 18TH APRIL 2012, AND PAID EXTRA FOR GUARENTEED DELIVERY FRIDAY 20TH. ON TRACKING MY ORDER IT STATED IT WAS ON THE VAN FOR DELIVERY, FIVE CLOCK THIS EVENING I RANG HDNL CUSTOMER SERVICES WHERE I WAS TOLD MY PARCEL WOULD DEFINATLY BE HERE TODAY. IT IS NOW 20.40 AND NO PARCEL. THIS IS THE SEONED TIME I HAVE NOT RECEIVED NXT DAY DELIVERY. ALL I CAN DO NOW IS HOPE IT TURNS UP ON MONDAY. DOES ANY ONE KNOW IF THEIR DEPOTS ARE OPEN ON SATURDAYS. I DO NOT KNOW HOW HDNL ARE STILL GOING, THEIR SERVICE IS DISMALL. IT STILL SAYS MY PARCEL IS OUT ON THE VAN FOR DELIVERY HA HA ARE THEY OUT ALL NIGHT.
phoned hnk ( yodel ) sat 21st was now told by customer services that the driver could not gain access which is an absolute lie, i was home all day and porch and front door open. no card was left, and i was then told that the parcel had not been received back at the depot and an investgation would have to conducted, this does not help as to where my parcel is. disgusting service.
Yodel called me on Monday to inform me that my new fridge ordered from Very would be delivered between 7 and 11am yesterday. At 10am the driver calls claiming that the van has broken down and says he will keep me informed. He doesn’t. Ironically as i have a small house, I put my old fridge, which still worked, out and it was collected by a scrap man at 9.30am.
i called Yodel at 5pm to be told that the fridge will be redelivered on 8th May – 6 days away!
i am getting nowhere with Yodel, noone returns my calls – I have now asked for a manager to call me 4 times.
Very don’t want to know and blame it on Yodel.
I have 2 small children and have no idea how i can manage without fridge until tuesday. It is ridiculous.
Help!
HDNL has to be the worst delivery company I have ever come across. A few years ago I came home to find a package had been tossed over my gate and left all day in the rain, and I blogged about this on my website (as I tend to do). Since then the blog has received thousands of comments from customers who have had similar experiences, and hundreds of comments from HDNL drivers who seem intent on abusing their customers and myself.
I wonder if this company cares what its employees do online and how they represent their company. Rebranding to YODEL isn’t going to save them.
Complaint by Mr Daz — August 3, 2011 @ 11:49 am
[...] Be sure to leave your opinions on HDNL over at their own page on the Complaints Department website. [...]
Pingback by Home Delivery Network Complaints Department | Mr Daz — August 3, 2011 @ 12:28 pm
I had these wazzocks deliver my new pc monitor. £220 worth of it from Amazon. Rather than leave a note or leave it with neighbours, they opened the side gate, and left it on the side step. And left the gate open. At 1pm, when i don;t get home til 5.30. Brilliant. Luckily it was there when i got home, but thats testament to the quality of the neighbourhood, not their work.
Complaint by Alec Hume — August 3, 2011 @ 12:32 pm
We had a server that was supposed to be delivered on Monday go missing. Yodel simply don’t know where it is. I have spoken to three separate people in the “customer service” department, and received three separate (different) pieces of information. I have submitted a complaint via their complaints section on their website, but have yet to receive even an auto-acknowledge, never mind a proper response or (heaven forfend, Mr Darcy) an actual apology…!
Complaint by K Anderson — August 4, 2011 @ 8:32 am
If anyone who has complaints about Yodel / HDNL uses Twitter please feel free to contact us on Twitter on either of the above names. We’d love to hear from you, especially any current/ex members of staff who work there. We’d love to ask you some questions…
Mods, sorry if this post is out of order. No offence intended. Please delete if you wish or check out our RTs on twitter if wanted to use them in some way. Thx
Complaint by @NotYodel / @HDNL — August 8, 2011 @ 9:08 am
yodel are beyond terrible. The tracking service said that the courier had tried to deliver my package and had left a card. I was there when this was supposed to have happened, there was no attempted delivery and no card. The second day the same thing happened. I phoned Yodel and eventually got through to a manager who said it would be kept in the depot the following day. He didn’t do it and the package went out again. A young lady also gave me the address of a depot on the other side of Manchester. On the third day I spent allot of the day trying to sort the problem out. I spoke to a young man who told me that a manager would ring me back within 4 hours. No one did. I now had a reference number showing that I had a reference number showing that I would have a call back. I phoned several more times to speak to a manager and never got one.
Meanwhile the company that had sent the package complained. This seemed to have some effect. Eventually I got a call saying it would be with me within an hour. Two and a quarter hours later it arrived.
I hate to think what I spent on all the calls to the 0844 number. It was all very stressful.
Complaint by rosie grant — August 8, 2011 @ 12:14 pm
I have had deliveries from Home Delivery Network (now ‘Yodel’) twice now. I say ‘deliveries’, but on the first one I had to walk several miles to an industrial estate to collect it, as they don’t deliver on Saturdays, and I can’t take time off work at a moment’s notice.
The second instance (today) is the same. There is a website and an automated phone service, but again delivery is on their terms and their times, which are unacceptable to me. The customer services who were sending my parcel claim there is nothing they can do. So in 15 days’ time my parcel will be returned to sender, and I’ll be out of pocket for delivery charges for an item I have never received. Scandalous.
Complaint by D Wright — August 8, 2011 @ 3:12 pm
tried to make a valid complaint told on website to many words (only 200 max )then spoke to a human who told me after waiting 12 hours and phoned 4 times twice on hold for 10 minutes and cut off premium rate from mobile there was a mistake and my parcel is still in depot. awaiting manager to call not holding my breath though.utter rubbish avoid like the plague
Complaint by stephen wright — August 9, 2011 @ 6:35 pm
What a complete bunch of uless people .
I had the parcle number .
all i wanted to do is change the address to my work one but no the would not do that simple thing . these have to be the worst courrier company out there.
AVOID THEM LIKE THE PLAGUE.
Complaint by richard hart — August 10, 2011 @ 8:10 am
Where to start? I’ve had multiple orders never delivered to our office, despite it being open and staffed from 7am to 10pm seven days a week. One set of packages arrived 6 weeks late (by which time a replacement set from the retailer arrived through Royal Mail). Collections likewise never picked up. I’ve had such a systemically poor service form HDNL/YODEL that as soon as an order confirmation says it’s delivered through them, it’s cancelled immediately. If another delivery option is not available I’ll find a different supplier, retailers be warned.
Complaint by Pete Wright — August 18, 2011 @ 1:38 pm
Yes I have a complaint about HDNL, but not about my parcel delivery. I am an ex employee of HDNL. I put a vast amount of my working life into that company and it changed beyond all recognition {and none of it for the better}. Things got so bad as regards working conditions that it got to the point where the first job that came along I took it and left, foregoing any redundancy I may have been entitled to {much to my anger}.
The top management don’t appear to have any idea how to run this company and the depot management just tow the line. They just seem to stumble from one disaster to another. They spend millions on things that don’t work and next to nothing on things that do. It’s only the sheer hard work and determination of the loyal staff that’s keeping this company afloat. At one time it was the best and most rewarding job I have ever had, but now as it stands I wouldn’t go back there if my life depended on it {but I wouldn’t say no to some belated redundo} With the right leadership this company could be the company it once was, as it is morale was very low when I left and things have gone down hill since then so imagine what it’s like working there now.
Complaint by Driver — August 27, 2011 @ 4:02 pm
I’ve just scanned what others have to say about HDNL above as I couldn’t wait to air my views. I get though its not at all positive and that follows here too. Apparently, I refused a parcel some weeks ago, that was the feedback from HDNL to the sender. As i write, I happen to be the unfortunate customer to expect yet another delivery from them of course it didn’t get to me so I phoned them today and was told the driver couldn’t access my building. I let that pass. I inquired about the previous parcel and was told the driver possibly made the wrong scan in regard to the parcel’s return.
Well, there’s another time they left left my parcels with a neighbour and no card or other way of telling me so other than on the tracking information online. I phoned them and it was confirmed the parcels had been indeed left with a neighbour. The next day or so, I found a card from HDNL in my mail box letting me know the same? Had the driver come back and put it there?
Back to the present. They asked for my number to facilitate my delivery tomorrow. Wonder how that will go.
I’ve had two or so other incidents as well that I can’t clearly remember at the moment – I didn’t make a big deal of these then however now that a trend seems obvious, its safe to conclude somethings not right with HDNL.
Complaint by AJ — September 1, 2011 @ 9:46 am
As usual waited in for delivery, only to find in the evening on tracked item,they claim there was no access,this is the usual rubbish they come up with when they had no intention to deliver in the first place,no card left as usual,i dont use them,but others tend to as they are cheaper than competitors. I wish someone would tell everybody,DONT USE YODEL/HDML,use somebody decent like dhl,ups etc
Complaint by mh — September 5, 2011 @ 10:11 pm
Absolutely useless, same as all the above. Lies, inept and rubbish.
Complaint by Shaun — September 14, 2011 @ 7:19 pm
Continuation of comment 12.
They did not deliver the following day as arranged neither was I phoned. I phoned them the following morning – they asked for my phone number again. I did not get any satisfactory feedback as to why delivery hadn’t been made as previously arranged – all I was told was they would look into it. They finally delivered the same day, how the driver made it to my door on this occasion is a wonder.
Complaint by AJ — September 14, 2011 @ 10:19 pm
I have had to get my parcel redelivered from yodel now for the third time. Every single time I was at home but no one has bothered knocking. I just get the we missed you today card. And on the one occasion, the delivery guy hadn’t even bothered to bring the card to my flat on the third floor, it was left lying on the stairs on the second floor for everyone to step on. I didn’t even realise it was for me until I saw my flat number on the bit of paper. I emailed to complain and have got no response. I tried calling them but was in the queue for so long I had to hang up because I would not be able to afford the phone bill. Finally, when I found a number to call for complaints a machine tells you that they are too busy so call back later. It is incredible that today with all the online shopping we do, that we get such a useless delivery system. I have now been waiting for my parcel for almost a week… They are really taking the piss…
Complaint by Amanda — September 17, 2011 @ 12:59 pm
Waited in all day, 7am to 7pm for a re-delivery from HDN. What a surprise – it hasn’t turned up! Complete and utter waste of time.
Complaint by Fletch — September 17, 2011 @ 5:26 pm
Opened the door to a home delivery network driver today to find that one of the parcels he wanted to give me had a large brown foot print on the top and a bashed in side. As the parcel was expensive and from a catalogue, I refused to accept the parcel. The driver was rude and seemed to not understand the problem. Perhaps this is the way all parcels are delivered? Ive now to contact catalogue, make sure I fill out the relevant forms and wait for my credit back. wonderful
Complaint by Ashleigh McGill — September 19, 2011 @ 3:30 pm
What a useless company! My address is difficult to find and sat nav does not bring you directly to it. For that reason, I gave my phone number for HDNL to contact me if they had a problem finding my house. Well, you would have thought that was simple. It turns out that not only do they not supply their drivers with mobiles ( serious safety issues with that I think ) but they at the warehouse are unable to contact customers direct. Why any company would use their services is beyond me. I STILL have not received my parcel. It has been in & out of the warehouse for delivery 3 times at least.
Complaint by Jill Buckley — September 19, 2011 @ 5:50 pm
“Missing bike”
I ordered a Koga Miyata bike from a reputable supplier in The Netherlands. It was posted on the 3rd September. I expected delivery on the 8th, and sure enough according to TNT Post NL tracking system the bike had been delivered.
I excitedly rushed home after work to find that neither was there a bike, nor was there a calling card.
I got on to my supplier who told me that Yodel were the company in the UK that dealt with delivery. Unfortunately I couldn’t chase them, as I wasn’t supplied with a calling card. I didn’t have the tracking number.
A week went by, with me contacting the supplier of the bike, TNT Post in the UK. Between us, we managed to ascertain that The Home Delivery Network were in charge of delivery. I contacted them, not realising that they had changed their name to Yodel. Obviously they had no record of the delivery.
Fast forward to Monday 19th Sept. After much to-ing and fro-ing between myself, the supplier and TNT Post, we finally get a Tracking number for Yodel in the UK. Armed with this number I give them a call.
I am confronted by a really rude customer services adviser at Yodel who I tell the whole sorry story to. She then tells me that my parcel has been delivered to an address 2 doors down from me. I question the sense in them doing this, as I don’t know those neighbours, I also never got a calling card. She told me to contact the supplier. I then told her that my neighbours had not popped the package round to me. She said it wasn’t their responsibility. Not convinced, I went on to say that if the package had not been delivered to me, then they were liable for the value of the package. She said not so. It’s the supplier who is liable.
I then asked to speak to her supervisor. She told me that the supervisor would say the same thing as she just told me. I insisted. She then told me no supervisor was available. I asked her to put me through. She swore at me, then put me on hold. For over an hour before the phone cut off.
I came home from work and checked with my neighbour 2 doors down. A middle aged couple, with BMW and Mercedes parked in their drive. Not the sort of people to steal a rusty second hand bike. Lo and behold, they hadn’t taken delivery.
Livid I return home and call them again. After being kept on hold for half an hour (not a good sign) I tell them that the package has not been delivered to the neighbours. They insist it has and I’ll need to talk to my supplier. I then ask to speak to a manager. Again get told that the manager will say the same thing. I insist. I am put through to Craig – The night manager.
He tells me that according to their records, the package was delivered to my neighbours. I say that it hadn’t, and that I hadn’t received a calling card (and that I’d wasted 10 days chasing my parcel due to this error) – He tells me that the driver had been reprimanded. I then ask for the name of the person who signed for the package. The driver hadn’t taken it, just a signature. I then say that in that case Yodel are liable for the value of the bike. Craig then goes on to say that the driver has been reprimanded twice about his mistakes (and that he’s sorry) – I reiterate that Yodel are liable for the value of the undelivered bike. Craig then tells me that as part of their terms and conditions they are within their rights to leave the package with a neighbour and that I should contact the supplier. I suggest that it is not the supplier that is liable and I ask him for the proof of delivery documentation. He tells me that only the supplier can request this, via TNT Post in the Netherlands.
We to-and-fro for a while, all the time asking what has happened to the package. All Craig can tell me is that it has been delivered to my neighbour. I suggest getting the police involved – to send them to the depot in Mitcham to question the driver. Craig then says he’ll get their security team to look into it.
The upshot of all this is that I have wasted 10 days (only God knows how many more from this point) trying to piece together what has happened to my bike. It seems to have disappeared into the quagmire that is Yodel’s internal processes. There is no end in sight and it has left me incredulous how a company such as Yodel can continue trading with such a poor record. I will be involving both the Police and the press (as I suspect the driver stole the bike)
Complaint by Ash Whiting — September 26, 2011 @ 10:42 am
I am an Amazon Prime customer and was expecting a parcel to be delivered yesterday (3 October). It was picked by HDNL on Sunday but then spent over 24 hours apparently sitting in their depot in Omagh, Co. Tyrone (So much for the next day delivery Amazon will have been billed for). It arrived in the early hours of this morning and was put on a van for delivery this morning. Only to be returned to the depot at 19.05 this evening (HDNL’s website boasts that they deliver until 9pm). No evidence that they have even tried to deliver it. This isn’t my first bad experience with these idiots and its now getting to the stage where Amazon is going to lose my business.
Complaint by Alasdair Craik — October 4, 2011 @ 6:45 pm
I ordered some books from Amazon which I have never received.
On your records is mentioned that you left the pack on the back – there is no secure place on the back of my house – as you cannot get on the “back” I have a gate which is always closed. I checked the order on Amazon and it was mentioned that the books were left in the “porch”. My house does not have a porch. I would appreciate if you could check your records and track where you delivered my books. I need them urgently and created me a lot of inconvenience that I have not received them yet.
Thank you
Delia
Tracking Details Sent
Timestamp
Description
Details
20/09/2011 15:33:06
Parcel Delivered CUSTOMER To Secure Location Back
Depot: CUSTOMER
20/09/2011 08:45:15
Loaded onto NOTTINGHAM VAN
Depot: NOTTINGHAM VAN
20/09/2011 05:12:47
Received into NOTTINGHAM DEPOT
Depot: NOTTINGHAM DEPOT
19/09/2011 18:25:04
Sorted at DROITWICH2
Depot: DROITWICH2
19/09/2011 17:54:37
LI Update WEB CUSTOMER
Depot: WEB CUSTOMER
19/09/2011 00:00:00
Parcel data received WEB CUSTOMER
Depot: WEB CUSTOMER
Complaint by delia — October 17, 2011 @ 3:40 pm
Bought a side by side fridge freezer from Best Buy (no problem with Best Buy) However it was delivered by HDNL who sent 2 of the most incompetent people to deliver. First they were meant to phone before delivering, just by chance I went by the house it was being delivered to & they were there. Tried to fob me off saying I had no signal on my phone (no missed calls or message left!) Were adament it wouldn’t go into property even though the previous owners had the same one. I will admit you have to go down 2 steps to get into house but its not too difficult. Explained the doors would need to come off, they didn’t have any tools (I didn’t either as I had only taken ownership of house day before) So I went to get the tools needed. When I returned they stated they had spoken to someone & it was a complicated job & basically they didn’t want to do it, not only that they had taken all the packaging off the item & was dragging & scrapping it along my driveway. There was also dents in the item so I refused delivery.
They made me call Best Buy to rearrange another one, whilst hinting to take a weekend slot as they don’t deliver weekends. I chose the weekday slot, my dad said he would be there to receive it as I was working. He also looked up how to take the doors off (very simple job). Comes to delivery day and get a sarcastic call from the same delivery guy just before delivery saying they would have the same problem as the week before & basically they didn’t want to deliver until I told them my dad would take it in the property, even though it was their jobs.
My dad & uncle got the doors off & into house with no problem, whole thing was in & installed in less then 30 minutes. HDNL very craftely took away the survey about them that was on the delivery note, now I wonder why that is!!
Complaint by Nicola — October 19, 2011 @ 2:20 pm
This is the third letter of complaint I have written to this god forsaken company! Let’s see if I get a response?
Hello,
I am sorry to see that simply by changing your company name most certainly does not transform your horrifically poor delivery service people overnight, they are still as inept at safely delivering parcels as they ever were before. I have now lost count at how many times your drivers have simply abandoned packages outside of my property in plain view of passers by. These drivers had the audacity to leave a card in my mail box stating that they had left my parcel in a ‘safe place’!! I’m baffled as to how you your train your delivery men with regard to the definition of a safe place? Today (29/10/2011) I have come to find a valuable parcel sitting on my doorstep leant against a plant pot. Nowhere in my mail box is there even a card to say that a parcel has been ‘delivered’ (I use the term delivered in the loosessed possible way, I think dumped is actually more appropriate!!). Therefore if the parcel had indeed been stolen (luckily for you today I found it in time) then I would have been none the wiser that my package had even been delivered and i would be giving grief to the company from which i ordered it. Rest assured I have contacted the seller informing them of your exceptionally poor service.
If your reply is anything like the responses I’ve had from you previously then I hold my breath at getting anything other than a generated response from you, however I do indeed look forward to hearing from you.
Complaint by Stacey — October 29, 2011 @ 2:12 pm
Have had the misfortune to have 3 recent parcels ‘delivered’ by HDNL/Yodel. In all cases, I was in when they made their delivery (fortunately). The first delivery was made on a Saturday by white van man who sped down our culdersac and then left the parcel on the doorstep, having failed to knock or ring the bell. The second delivery was again left on the front step although clear instructions had been left as to where to leave it if we were out. The final problem delivery was apparently made on Saturday. This time they surpassed themselves as they said they left the parcel in our outbuilding. No they didn’t and we don’t have an outbuilding anyway. Now tracked it down. We live at No11 and these plonkers left the parcel at No5!
Complaint by Ian Trotman — November 14, 2011 @ 8:07 pm
Waited in all day for a package from Amazon. I phoned HDNL at 5pm then again at 7pm – told no problem sir it’s on its way and the Amazon (HDNL) tracking system showed as it’s on the van for delivery – phoned again at 8.30pm and told by HDNL “sorry sir it’s been returned to the depot by the driver and we don’t know why”. However you can collect from the depot tomorrow or Friday – in a small town about 100 miles from where I live in a big city. Now I have to wait a further 2 working days plus 2 days for the weekend – roll on Monday when I can take another day off work (5 days from today). – I don’t think so – I cancelled the order with Amazon and complained. DO NOT USE HDNL they are cowboys.
Complaint by Not Happy — November 16, 2011 @ 9:11 pm
I bought items from Amazon. Estimated delivery – next day – 4 days later and no parcel. I looked on the parcel tracking and it showed that the parcel had got to the HDNL depot in Maidstone and had been there for 3 days. I phoned amazon. They stated that they would stop the parcel and get it returned to them They would send another one which would arrive next day i.e today !! am not holding my breath though.
When I went back to the tracking page it now stated that it had been sent out on the van and that they had attempted to deliver the parcel This is absolute rubbish as I was home all day. The company has blatently lied to Amazon as presumably they dont want to lose such a big account. Why dont thses big companies wise up and just kick them in to touch.
Complaint by Paul Dickens — November 19, 2011 @ 9:28 am
Hi,I sent a parcel back to my catalogue on the 24th November 2011 been tracking this and still see it is sat in the HDNL depot waiting to go back. I rang the local depot and asked why it had not been returned the response was I do not know.
Complaint by michelle williamson — December 1, 2011 @ 8:40 am
to carry on from compliant 28. This was the response I had expected from this young lad on the phone. I asked him to make sure it was sent back that day. It is now the 1st December and I have just looked at the tracking and to my amazement it is still sat in the depot WHAT A SURPRISE. I am waiting for this to be put back onto my credit account so I can order something for my Grandson When that will be I don’t know. No wonder they are being made redundant in July half of them deserve it. They are bone idle and do not care about us who are paying to keep them in a job. MANAGEMENT PULL YOUR FINGER OUT YOUR BACKSIDES AND GET THIS COMPANY SORTED IT IS CHRISTMAS AND YOUR COMPANY ARE NOT DOING MUCH TO KEEP US CUSTOMERS HAPPY.
Complaint by michelle williamson — December 1, 2011 @ 8:47 am
…Glad my other half told me HDNL were on Watchdog.
Ordered my item from Amazon, took 2 business days to get to Southampton, and apparently spent all day on an HDNL van on a tour of the city. from 8:47am to 11:35pm. Not delivered. No ‘we missed you’ note. Complaint sent to Amazon, seeing as HDNL don’t have an e-mail address to complain to, unlike the rest of the modern world. Will be questioning their judgement in using such a questionable company. I may even call HDNL. For a giggle, as it seems I’ve no hope of receiving a parcel.
Complaint by Ad Caudle — December 2, 2011 @ 12:07 am
Sent PS3 off for repair on 24/11/11. It was repaired and sent back to me to be delivered by 28/11/11. Well….still no PS3. I have called their ‘customer service’ everyday this week.
Mon-told I would get it by Tuesday
Tue- told it was transferred to Gateshead depot!!? Why? Im in Croydon?!!
Wed- told I would recieve by thursday evening
Thurs – No delivery attempt made. No card etc. Parcel returned to depot!?
Fri – Phoned in the morning, was told its with a new driver who delivers from 9-5 and I should recieve it shortly. I called again at lunchtime and got a different agent. She told me that it hadnt even left the depot yet!! So now you got call agents who dont know how to lie properly……anyway still awaiting my parcel.
I have never had anything like this happen to me. It beggars belief they still exist. Scooby Doo could do a better job!
Complaint by Nick — December 2, 2011 @ 12:06 pm
I ordered a parcel through the sports direct website on Nov 23rd 2011. It was dispatched from them to yodel on that day. I paid express delivery as the goods were needed for a birthday present for Dec 3rd – plenty of time for it to be delivered you would think!! However after contacting Yodel through their web services no one bothered to get back to me to explain why my parcel hadnt been delivered. Today I rang through to their customer service department and asked the same question to be told they couldnt explain to me why it hadnt been delivered and the earliest they could deliver is Monday 5th December. I have sent a complaint using their online system as well as to an email address the customer service advisor gave me – just wondering if anyone will even bother getting back to me!!
All I want is my parcel!!!
Complaint by Jo — December 2, 2011 @ 4:30 pm
Paid extra for next day delivery from Asda yesterday. Home Delivery Network claimed that they delivered my parcel at 7:45pm and left a card saying that it was being returned to the depot as there was no answer. Unbeknownst to them, I was on the phone to Asda complaining at exactly the same time they state they tried to deliver. They have managed to leave the reason column blank when I track the parcel, so that I couldn’t see their excuse, but Asda told me. HDNL are a bunch of cowboys. They are blatant liars and I hope to God that companies stop using them. They are bloody useless, lying little toe rags.
Complaint by Gill — December 4, 2011 @ 4:53 pm
Just had a parcel delivered (6:30pm). The driver rang the bell and then left the (large) box propped against the outside of our front door, in the pouring rain, while he drove off at high speed. It took me less than 15s to get to the door, by which time his van was already at the far end of our road. It was only by luck that we were in to find it!
This is not our first bad experience of HDN. On another occasion we waited in all day (2 people, so that there was not a single minute “uncovered”) only to find on their website tracker that they’d allegedly been and gone (nothing was posted through the door and I am 100% sure they did not ring the bell) and we had to go and collect the package from a depot several miles away.
And there are more horror stories where those came from. Put simply: merchants, if you want your goods to arrive AND your customers to stay happy, DO NOT USE HDNL.
Complaint by Edwin — December 6, 2011 @ 6:57 pm
Totally agree with all above.I had a parcel to be collected it was arranged for Tues 6th dec between 7 and 7. waited in all day finally got sick and rang customer service,they said driver had called that morn.what a load of rubbish as I never left the house and there is an intercom at entrance door,however they said would re collect wed.waited in again no show.rang up again collection had not been confirmed from depot so a manager told me would be collected thurs.Guess what I rang up again (phone bill mounting up) told collection had been cancelled as I was out tues.Rang up supplier Ideal world shopping they got on to it and who should turn up at 6.30
but a driver to collect parcel.Had a rant at him but he did’nt understand a word I said.So that closes that chapter.What a crap outfit.
Complaint by carol — December 8, 2011 @ 6:46 pm
I had an item to be delivered on 26th of Nov,I took the day off work and Yodel cancelled the delivery that morning!They stated they would reschedual a delivery with me and guess what,I’m still waiting.I keep trying to phone them but the number is always engaged!
Complaint by H Hughes — December 13, 2011 @ 4:32 pm
Oh my god!!!!!!!! For 4 days now ive tried to contact hdnl, after being yold every time i call by an aotomated system that its a ten min wait i still stayed on the phone only yo be cut off after 13 mins by the advisor!!!!! This is discusting and i still havnt recieved my parcel!!!!!! This company are awfull and the advisirs need re training on how U should not disconnect a call for your smusement!!!!! Im fuming!!!!!! I will be asking for a refund on my calls!!!!!!!
Complaint by Kelle — December 13, 2011 @ 6:40 pm
have waited for ever for my parcel I’m writing this as the last miniute goes by before I don’t receive my parcel for the third day what a joke I mean how on earth can amazon trust a useless company like theirs no parcel again and when I ring to speak to someone Im left on there system it’s vet poor indeed
Complaint by Neil rust — December 14, 2011 @ 7:02 pm
6 days my parcel shows as being in their warehouse,i phoned and have been cut off,or just left waiting at 10p a minute, contacted Amazon who are sending another item by royal mail. Yodel can go well yodel.
Complaint by simon — December 17, 2011 @ 9:39 am
I fail to understand why major companies use HDNL. I would quite happily stop buying from such retailers and suggest all my many friends and colleagues do also. It may be that some of these companies put profit way way above service. According to the HDNL website Virgin Wines and Tesco Direct are some of their clients, as a fan of Tesco I would NEVER have thought that they would use such a carrier, or is it profit before service again??? HDNL delivered a parcel to the WRONG address in East Kilbride and the drivers assistant signed for the package himself! How is that a secure / efficient delivery service??? You cannot e-mail HDNL Head Office to complain and if you phone them is costs up to 10p a minute to complain about their useless service, WHY???
Complaint by Jim — December 18, 2011 @ 10:27 pm
Ordered a HP laptop from littlewoods on 22nd December & on 23rd tracking said received at Wembly depot than at 09:38 loaded onto wembly van. I was waiting for it whole day but it never came. at 19:38 tracking status updated to ”unable to deliver, not attempted”.
Than after xmas hoildays on 29th december it said loaded onto wembly van. I was at home whole day keeping an eye on door so that i dont miss the courier. No courier came.
To my surprise at 21:00 tracking system updated to
” Parcel Delivered at 17:59 Wembley Depot”.
I called littlewoods immediately and told them that i have not received my laptop but ur order status showing its been delievered. i told the lady that i was at home and no delivery was made.
Littlewoods have passed it to their investigation team & they gave me no time frame that how long will it take them to investigate.
rang them today 30th but still under investigation.
Can anyone please help me what to do now??????????
Littlewoods have not given me any courier details?.
plz do reply if anyone of you have gone through this and wht was the outcome and how long did it take u to resolve the issue?
Complaint by wez — December 31, 2011 @ 2:30 am
I am CSM for a household brand and fully manage all our DM CS and we have used HDNL for just over 2 years. So far as a senior manager I have been told by my ‘senior account’ manager when they failed to deliver our extra cost express service. ‘well we were busy’… No compensation no explaination just pure arrogance. As a company we have had to employ additional staff to chase our ‘paid’ for services so that our own customers are supported. They offer zero customer support to any section of their business.They deserve to fail but they wont because the likes of amazon/ littlewoods etc like cheap as chips prices. Well I dont and have just got rid of bad rubbish it has been a disgrace and though our new option will not be perfect as i am a realist what I do know is that it cannot be any worse that what went before.
Complaint by Charlie — February 7, 2012 @ 1:14 pm
We ordered from Amazon and found that our item was dispatched and for their part Amazon did an excellent job. However when it came to making the delivery HDNL claimed we were not in on their tracking system. Unfortunately they made the mistake of doing this with a building with a 24H porter service and also at the time that I was in the porters lodge looking to see if our parcel had been delivered. This appears to be another example of a company claiming there was no one home to finish a little earlier.
I have tried speaking to the HDNL and they are not very keen to pass any comment as to why this has happened and despite the fact all of their staff were very polite nobody could be bothered to investigate and or provide any solution. Unfortunately as consumers we have no choice but to mention are dissatisfaction to company that sold us the goods.
Complaint by Majes Kipohns — March 6, 2012 @ 12:39 pm
now on my FOURTH failed amazon delivery by these morons. No problem at all until the last 10 days,so presume we have a new driver or something who just chucks the stuff in the bin or sells it on… worst case was the 2 discs i ordered fro playing at my darling mother-in-law’s funeral on the 22nd march. Ordered for next day delivery the 18th. Didn’t come, but status said ‘delivered’. I phoned them and was eventually told there had been an ‘incident’ and the driver had spent most of the day in hospital but they would try to deliver next. Have never arrived, mega stress, finally managed to source the songs locally but awful experience. Next 3 deliveries also failed (all still on the van as far as i can tell) and altho amazon have refuned me, it;s not the point and now i won’t use them at all.
Complaint by ani gouly — March 27, 2012 @ 6:26 pm
Ordered 2 dvds on a Saturday with next day delivery. I expected to get them on the Monday. Stayed in all day with no show by HDNL. Looked at their tracker website and saw that the dvds had been loaded into a van at 10am, then taken back to the Bristol depot at 5:30pm. On Tuesday, the exact same thing happened again.
Absolutely bloody useless.
Complaint by StevenJCB — April 3, 2012 @ 4:54 pm
ive been waitin all day excited about gettin new tele when i check the order at 10 pm and aperantly i missed him he left card with me was he invisible was the card ivisible who knows now i goto wait till next week wehat should have been here today but no they coldnt even be arsed to come close to my house what a way to run a companmy was so excited and am now so annoyed with such a crap company home delivery network are
Complaint by shawn — April 5, 2012 @ 9:36 pm
ive been waitin all day excited about gettin new tele when i check the order at 10 pm and aperantly i missed him he left card with me was he invisible was the card ivisible who knows now i goto wait till next week should have been here today but no they coldnt even be arsed to come close to my house what a way to run a companmy was so excited and am now so annoyed with such a crap company home delivery network are
Complaint by shawn — April 5, 2012 @ 9:39 pm
I fell foul of HDNL recently – as I work long hours, I use my work address for next day deliveries from amazon, using their ‘Prime’ service, and out of the last four deliveries, two came at 5.10pm and two at 4.20pm. I wouldn’t have minded if one of the four had been an early delivery and the tracking is a joke. I phoned both HDNL and Amazon and got weak excuses (the deliveries are according to the driver’s route, it’s not our fault etc). Net result = screw amazon and hdnl and I’ll never use them again, Both of you, take some ‘kin responsibility
Complaint by Shaun — April 17, 2012 @ 2:27 pm
I was waiting on a delivery. Using the catalogue company’s tracking system, it said that the delivery company – Yodel – had tried to deliver it but couldn’t so left a calling card. No calling card was left which meant I couldn’t rearrange a delivery as I had no delivery number. Phoned Yodel to try and rearrange the delivery but they had no record of my details! Useless! Useless! Useless! The catalogue were fantastic tho and have now sorted the matter.
Complaint by Donna — April 18, 2012 @ 2:24 pm
I ORDERED FROM AMAZON ON WED 18TH APRIL 2012, AND PAID EXTRA FOR GUARENTEED DELIVERY FRIDAY 20TH. ON TRACKING MY ORDER IT STATED IT WAS ON THE VAN FOR DELIVERY, FIVE CLOCK THIS EVENING I RANG HDNL CUSTOMER SERVICES WHERE I WAS TOLD MY PARCEL WOULD DEFINATLY BE HERE TODAY. IT IS NOW 20.40 AND NO PARCEL. THIS IS THE SEONED TIME I HAVE NOT RECEIVED NXT DAY DELIVERY. ALL I CAN DO NOW IS HOPE IT TURNS UP ON MONDAY. DOES ANY ONE KNOW IF THEIR DEPOTS ARE OPEN ON SATURDAYS. I DO NOT KNOW HOW HDNL ARE STILL GOING, THEIR SERVICE IS DISMALL. IT STILL SAYS MY PARCEL IS OUT ON THE VAN FOR DELIVERY HA HA ARE THEY OUT ALL NIGHT.
Complaint by chrisy — April 20, 2012 @ 7:48 pm
phoned hnk ( yodel ) sat 21st was now told by customer services that the driver could not gain access which is an absolute lie, i was home all day and porch and front door open. no card was left, and i was then told that the parcel had not been received back at the depot and an investgation would have to conducted, this does not help as to where my parcel is. disgusting service.
Complaint by chrisy — April 22, 2012 @ 5:28 pm
Yodel called me on Monday to inform me that my new fridge ordered from Very would be delivered between 7 and 11am yesterday. At 10am the driver calls claiming that the van has broken down and says he will keep me informed. He doesn’t. Ironically as i have a small house, I put my old fridge, which still worked, out and it was collected by a scrap man at 9.30am.
i called Yodel at 5pm to be told that the fridge will be redelivered on 8th May – 6 days away!
i am getting nowhere with Yodel, noone returns my calls – I have now asked for a manager to call me 4 times.
Very don’t want to know and blame it on Yodel.
I have 2 small children and have no idea how i can manage without fridge until tuesday. It is ridiculous.
Help!
Complaint by Karen Evans — May 3, 2012 @ 8:53 am