Complain for change: don’t put up with dodgy deliveries

I ordered iPhone had email saying it had been delivered and signed for wrong signature I’m in the process of trying to sort it out but because they have a signature it’s proving so hard have rang police that was a waste of time it’s my grandsons present

purchased a laptop battery through ebay it never arrived, seller says they have a signature, not mine, not even a calling card, ebay rejected my appeal, am so angry

It’s about time the system introduced a couriers responsibility to the end user. Large companies such as Amazon dont give a toss about complaints against their couriers as it doesnt affect their business, how many of us can or do stop dealing with a company because of delivery issues?

Copied below is transcript of my on-line chat with Yodel, it becomes quite obvious very quickly where they consider the recipients come in the order of importance.

info: Welcome to the Yodel live chat Service. An advisor will be with you shortly.
info: You are now connected with Alexandra
Alexandra: Welcome to Yodel Online. How can I help you today?
Steve Moxon: Hi, we were expecting a parcel which should have been delivered yesterday and it didnt arrive, we expected it would be priorotised for delivery today but it hasnt been delivered again despite showing as being out for delivery both days
Alexandra: I’m sorry to hear that. Let me check this out for you. I won’t be a moment.
Steve Moxon: the ref number is JJD*****
Alexandra: Thank you.
Alexandra: Please could you confirm the full name and address that should be on your parcel?
Steve Moxon: 19 t****** c****, w**** East Yorkshire
Steve Moxon: your tracking service says it is out for delivery but has said that for the last two days. I need someone to contact the Selby hub to find out where the driver and parcel are.
Alexandra: This is out for delivery today, up until 7pm 🙂
Steve Moxon: That is what we were told yesterday, but it didnt arrive. We have had to wait in for two days for the parcel as the sender will not allow you to leave parcels with a neighbour. I need confirmation that the driver is still delivering in the area or not.
Alexandra: e cannot scan drivers i am afraid,
Alexandra: I can only advise to come back to us after 7pm, should this not be received.
Steve Moxon: No but they have mobile phones and the hub can contact them to find out where they are which would mean that we would know whether we have to stay in for the parcel to arrive tomday or cancel appointments for tommorrow in the hope that you manage to turn up then. I would have thought that basic customer consideration would mean that you would to be able to advise precisely what is happening and when we can expect the delivery.
Steve Moxon: when you have already let the customer down so badly
Steve Moxon: And what exactly will you do then?
Alexandra: I am afriad we cannot track drivers, I understand that ths is very frustrating.
Alexandra: I am afraid I can only advise to await todays delivery, at this time.
Steve Moxon: It is more than frustrating, this is losing me money and business, why is it that DPD can give and meet an hour delivery slot and yet Yodel cannot manage to next day deliver the parcels within two working days!!! I am appalled that you cannot generate sufficient customer consideration to a) priorotse already failed deliveries and b) not be sufficient concerned about the customer to contact the Selby hub to ask whether the driver is still delivering in this area.
Alexandra: Unfortunately this is an all day, non timed service, you would need to discuss amore time specific service with your supplier I am afraid.
Steve Moxon: Yes but you seem to forget that the delivery time was all day, non timed YESTERDAY not today or tomorrow. It is annoying that your answer to the solution is for me to give up my time just waiting to see if the driver turns up because you cannot be bothered to contact the depot to ascertain whether the driver is still delivering in the area or whether we will be let down for another day. At what point does customer consideration kick in?
info: A copy of this chat transcript will be sent to secure@lpl.co.uk at the end of this chat.
Alexandra: Please come back to us after 7pm today
Alexandra: I physically cannot advise any further details as this is out for delivery until 7pm.
Steve Moxon: will someone still be available on online chat after 7pm?
Alexandra: Yes, until 10pm.
Steve Moxon: I have no doubt I will be back in touch then.
Alexandra: Okay Steve.
Alexandra: Is there anything else I can help you with today?
Steve Moxon: I have just contacted your complaints number and the service tells me that you have attempted to deliver the parcel but unable to gain access, this is a complete fabrication and we have 8 cctv cameras which will prove your driver has not been on these premises in the last 48 hours
Steve Moxon: the tracking status gives the same information. so where do we go from here?
Alexandra: I will transfer you to my colleague now.
info: Please wait while I transfer the chat to Tiffany.
info: You are now connected with Tiffany
Tiffany: Good evening Steve my name is Tiffany I am the supervisor online at the moment. I am terribly sorry to hear about what has happened with your item – is there any additional information I can send to the depot for you?
Steve Moxon: I have no additional information I just want my parcel, I have had to cancel appointments as a result of this and let my customers down which I am not happy about. I will now have to cancel appointments tomorrow as well. I can prove that any reported attempt to deliver this parcel is pure fabrication. I think the least Yodel can do now is to a) find out why my parcel has not been delivered twice now b) why they have lied about trying to deliver it and c) arrange for a guaranteed pre 10 delivery of the parcel tomorrow morning.
Tiffany: I appreciate that Steve unfortunately I can only inform you there have been access issues today. Unfortunately I am unable to arrange pre 10am delivery
Steve Moxon: So what excactly can you do? it obvious no-one gives a monkeys at your end about my inconvenience and losses, why when as a company you have failed twice to deliver this next day delivery item and lied about attempting to deliver it can you not arrange for it to be delivered tomorrow morning. The alternative is that you expect me to wait in for another full working day in the vain hope that your driver has sufficient time to deliver our items. Which given that he hasnt had the time on for the last two days doesnt seem likely does it.
Steve Moxon: I have told you what I would like, your are the ones letting me down, you tell me what you intend to do to make this situation right.
Tiffany: I am very sorry to hear about what has happened Steve, I can pass over additional information to ensure delivery can be made, unfortunately I cannot arrange a timed delivery
Steve Moxon: Can you guarantee I will receive this parcel tomorrow? If it does not arrive tomorrow there will be no-one available on Friday.
Tiffany: I am not able to make guarantees I am afraid Steve
Steve Moxon: I am absolutely astounded that having failed to deliver the parcel for two days and lied about trying to deliver it that you find your saying you still cannot guarantee to do the job you have taken payment for and already failed at miserably acceptible. Its no wonder you have changed your complaints telephone number to an automated response system. Can you please provide me with a customer services complaints telephone number to progress this at an appropriate level.
Tiffany: I am very sorry to hear about any inconvenience caused by this delay. I am unable to provide you with a direct number I can provide you with an email for our complaints tea
Tiffany: team*
Steve Moxon: yes please, are they likely to be more proactive than yourselves?
Tiffany: The are able to look into the issues you have encountered
Tiffany: Should you wish to submit a formal complaint you can do this using the following email which is linked to our complaints team, they will be able to investigate and advise you further
Tiffany: Talktous@sm.myyodel.co.uk
Tiffany:
Steve Moxon: Thanks for that, I would like to say you have been helpful but we both know that hasnt been the case even if you meant to be. Can you at least confirm that you will contact the Selby hub and advise them of the situation in the hope that they in turn will have the common decency to ensure that the parcel delivery is not left for a third day.
Tiffany: I will request the depot speak to the driver upon delivery tomorrwo
Steve Moxon: Thank you although I doubt it will have any effect on Yodels performance I will forward my complaint to the email address provided and advise the retailer of the failures, perhaps they will have more influence on your service than I have.
info: A copy of this chat transcript will be sent to secure@lpl.co.uk at the end of this chat.
Tiffany: We do appreciate the time you have taken to speak to us today Steve
Steve Moxon: Well lets face it I have plenty of that at the moment as I cannot do much in the way of work as I apparently have to wait in at least three days to receive a single next day delivery item.
Tiffany: I am very sorry to hear about any inconvenience this has caused you

[This comment has been tweaked to remove personal details in line with our Community Guidelines. Thanks, mods]

Well my eyes were enlightened on a couple of days ago . I was waiting for a delivery of a second pair of reading glasses (for my wife ) from a mail order company . One had been delivered before Christmas but the second was not ,on phoning I was told it was -quote- “out of stock ” ,they did have a 21 day delivery service but after waiting an additional 2 weeks and still no delivery I was told quote – -“its in transit ” another week passed and I was going to phone them when a knock on the door was heard . On opening it there was my wife,s glasses ,signed for it and talked to the courier as I looked at the label and it said– DELIVERED to DEPOT on the 18 th December, therefore I was lied to TWICE ! . I said that to the delivery man that obviously ,because I live in a small fishing village they LEAVE the parcel there till there is a build up in a particular area for financial reasons , he didnt disagree but said -quote -you are lucky I have just delivered a parcel to a customer that was ordered in OCTOBER for a Christmas delivery . The company -Hermes -which is owned by a French woman who got a bad reputation for delivery people throwing parcels over garden fences. knocking doors with feathers and running away . I do NOT blame the delivery people because Hermes -sub-contract – to single own contract guys to deliver in their private cars so saving money and costing the mail order companies little money to pay for the service ,by the way the guys delivering it can only wait for 2 minutes as that is all they are allowed ,and people wonder why I complain about BB ??

I ordered a revolving shelf from B&Q online on the 19th Jan and as no option to collect at any store I had to select their 7 day home delivery. The order confirmation gave 28th 9 days later.

Delivery attempt 1 – failed as their van was too big to cross the 7.5T bridge nearby and they did not try the alternative route. New delivery slot of Tues 2 Feb given.

Delivery attempt 2 – failed as they delivered to their own supplier by mistake instead of to me. I was “guaranteed” by their “Returns Exceptions & Order Management” team that it would be delivered on Sat 6th Feb. I asked could it be delivered to my local store for me to pick-up and they said they would not as delivering to the customer is more straight forward.

Delivery attempt 3 – failed as they forgot to put it on the delivery van. Now I spoke to “Customer Management Team” and asked if they could UPS it to me next day as a good-will gesture. They said they would not and who emailed 3 dates to choose, I replied as soon as I saw the email and choose the earliest (Tues 9 Feb) expressing time is of the essence.

Delivery attempt 4 – cancelled by B&Q on Monday at 14:00 (day before the supposed delivery) by email stating they could now deliver on Thurs 11 Feb and blamed me for not replying to their email quicker. I asked why they had not phoned if they needed an instant reply. B&Q said perhaps they should have done.

I cannot afford or allowed another day off work to be at home for any more deliveries and was angry that they have now changed their policy and state that a signature is no longer required at the point of drop-off. They would have saved me time and expense had they done this earlier.

Delivery attempt 5 – what this space!!!!!

Are there any other options (without cancelling order) other that writing to head office to make a complaint and ask for compensation?

Ordered an iPhone 6s from a seller on Amazon, bearing in mind it took a week to reach me and it came from China. It was delivered via parcel force which has a known history of missing and/or stolen parcels.
Daughter signed for it and brought it straight in and handed it over to me, I noticed the first seal came away very easily and the iPhone box hadn’t a seal on it. Contacted the seller straight away and provided every detail of information with pictures.
He’s awaiting a confirmation from the courier, they’re investigating at the moment.
I know my rights and if an item is materially different I can be compensated.
The iPhone wasn’t in the box?

I’ve also contacted Amazon who have rejected the a-z claim because there was a signature. However that’s not the issue, the issue is the iPhone wasn’t in the box. The parcel had been tampered with.
I’m afraid the seller might turn around and not refund me, what can I do?

Cheers!

I bought a phone on ebay which cost £55 including tracked/signed for postage. The Royal Mail tracking system reports the item as having been delivered and there is a picture of a signature. However, the package did not arrive. I wasn’t in at the time it says it was delivered and while the signature is my name, it is not my signature. Royal mail would not take a complaint from me saying the sender should complain. The sender complained and six weeks later Royal Mail responded to them saying there was a signature and therefore that was proof the package had been delivered. There was no case to be answered. This seems to me to be totally unfair and unjust. I have reported the issue to the police as fraud but they say there is so much of it happening they are unlikely to be able to respond. Where to next?

I had a DPD delivery for a neighbour as me to sign before handing me the parcel which I noticed had been opened by then I refused to except it. But now sayin to the neighbours I’ve signed for it so I have the parcel but don’t want do I do…

My hubby managed to crack his phones screen the other day, so he called ee an after a hr in total and has a new phone coming today. I told him to make sure they put a note saying it is ok for me to sign it as early in the year we had same issue with the phone an the driver refused to deliver it to me an would only deliver it to my husband but delivery guy was ok with wanting to take the broken phone,which I refused to give him so he left a card so my hubby could pick it up. That phone turned out not to work an a replacement quickly sent out with a note to allow me to take the delivery an i was able to.My husband was then told its at the delivery guys discretion if he allowed for me to sign for it or not an if the delivery failed we would be charged for a failed delivery. My question is can they legally do that? Can they legally charge someone failed delivery if the person has requested that their partner be able to sign for the delivery and be told its at the discretion of the driver even tho you point blank told them u need the phone asap an the only one in would be your partner?

Another worrying and ongoing tale of woe here!

I placed an online order with Bulletproof, (an American based Company with a UK base, selling coffee products), on Wednesday 21/09/16. That afternoon I jumped in my car and travelled 300+ miles down the Country to spend a few days with family and friends, returning on the night of Sunday 25/09/16. I had no missed delivery info and I assumed it wouldn’t arrive until the Monday or Tuesday anyway…

When it got to the weekend after (01/10/16) and there was still no sign of my parcel I went online to track down its whereabouts. It was My Hermes who was their courier in this instance, (they use 3 for European deliveries), so when I inputted my tracking reference to Hermes World it showed delivered to customer on 24/09/16.

I contacted Bulletproof and although it’s taken a week of back and forth emails they have been very helpful, liaising between myself and My Hermes. I asked if she (the Bulletproof employee) could get proof of delivery address and signature from My Hermes and she received confirmation from them that it was delivered to my address and signed for by me! She then forwarded on an email from My Hermes showing my signature as proof of delivery…. Now I was over 300 miles away from my home at the time, so it’s obviously impossible for me to have signed it. All I can assume is someone’s forged my signature or they have used a digital copy of my signature from a previous delivery that has been made to, and signed for, by me. Either way there’s fraudulent activity going on here! Bulletproof are sending out a replacement item and I’m busy filing a complaint to My Hermes.

My question is, would this be classed as a criminal offence, (fraud), for someone else to use my signature in this scenario, whether it be the courier delivering forging my signature or for someone else, (My Hermes employee), displaying a digital copy of my signature to falsely claim it had been delivered to me? I’m willing to take this further as its worrying knowing my signature can be used like this and I don’t want to see this problem becoming more common.

I had same problem with ebay brought 68.00 worth of good and never been delivery and say it’s been delivery to my front door . Ebay and pay pal don’t want to now so there closed my case. Now my credit card got the money back for me better to pay with credit card. Least there can fight for you.

Hermes have lost box for my grandsons birthday. Won’t help because I booked with interparcel. Interparcel won’t help because they are “the broker” and I didn’t take insurance. within 10 days of sending told it was lost, postage refunded. THE END. Customer service at its best and we haven’t got to Christmas yet.

JD Sports delivered a parcel to my neighbour without my express consent. (After reading, after the fact, their T’s and C’s say that they might do it.) The neighbour claimed not to have it so I ordered another pair to give me time to sort out the pair that weren’t delivered. JD Sports is now refusing to reimburse me for the first pair. It is my understanding that if I did not expressly ask for the parcel to be delivered to a neighbour and it has been stolen it is JD Sports responsibility. Specific to the Consumer Protection Act and to their T’s and C’s, ownership only transfers to me when the parcel is delivered to me – or in the case that I nominate it to be delivered to a specific neighbour. I feel they have contravened the Consumer Protection Act. Am I right?

J D Sports are responsible for fulfilling your order, Tessa. They cannot evade that responsibility through their terms & conditions. You should insist on delivery of your order.

The following is an extract from the Which? information guide to which there is a link in the Introduction [see: “ . . . . bad delivery practices” highlighted in red].

“If a parcel is left without your permission with a neighbour who denies having it, you can ask the seller to resend the order at no extra cost to you.

“You can argue that the seller is in breach of contract by delivering to someone else without your consent.”

You might also like to read the Which? Consumer Rights guidance [also linked from the Introduction] at
http://www.which.co.uk/consumer-rights/advice/how-to-complain-if-your-parcel-is-late-or-doesnt-turn-up

I purchased an item from eBay. They a ranged the courier within their price. The courier failed to deliver & as agreed within my purchase contract. Have filed a complaint with Ebay & they have basicaly washed there hands of my complaint as the courier xdp have a signature (of which is not mine nor a neighbour ) after contact with xdp there driver states left in ally. This item was to be signed for . Ebay have closed my case & I know have one open with PayPal.

We have had three parcels delivered by Hermes each from different sellers, but on each occasion they have not knocked or rang the doorbell to deliver the parcel they have just opened the door and put the parcel inside the property. The person receiving the parcel got an email to say it had been delivered, which it was, and signed for which is was not as the courier let themselves into the property. What rights do we have as the tenants of the property to deal with this and who should we speak to?

Thank you for any help you can give
Becky

Ordered some nail polish and it was being delivered by My Hermes. November 20th I got an email to rate the delivery which hadn’t happened so I contacted them about it and they gave me a tracking number and it said the parcel was delivered on the 18th. Nearly 4 weeks later I still haven’t received anything and I’m still chasing it up because I haven’t heard anything more from the seller about it or from My Hermes themselves.

We have just got into a massive argument with a van mat company. They used Yodel who delivered a mat to a house over 300ft away as they say we were not in. I say the distance as the van mat people said their contract with Yodel was to deliver within 200ft of the address and showed me a google map of where Yodel said we were and where it was delivered. Our location is given as a GPS coordinate. However we are not at the location Yodel say we are. We are in the opposite direction and beyond the 200ft stipulated in their contract with van mats.
We had no card from Yodel and it was over a week when we found where it has been delivered so the recipient obviously had no intention of bringing it to us. Van mats refused to have anything to do with it and Yodel refused to do anything as they said they had fulfilled their contract. In the end we braved going round there and the mat was dumped on their drive and has presumably been outside for a month. It was that or the small claims court.
How can Yodel say that the delivery address is a set of coordinates even when it isn’t.
Terrible service from both the supplier and Yodel

I have recently ordered items from Amazon as a Prime customer which is supposed to have 1-day delivery, however, one item was due on the 5th January and another on the 9th January, however, still not been received. My Amazon account still states on its way and due for delivery via Hermes. I have spoken to Amazon Customer Service and they have spoken to Hermes who have stated they are having problems with deliveries! 3 days on still no delivery – therefore phone Amazon who have apologised again and cannot get through to Hermes. Therefore Amazon have refunded me in full for both items. Not much use not to get these items. Why do they use Hermes if they are as useless? Have been a Prime customer for a while and haven’t had any problems before, so can’t understand it – very frustrating for us customers!!!

Another terrible delivery by yodel this time i was out £220 of goods missing but saing delivered when i contact yodel it seems it was signed for by “dave” checked with neighbours and they havent received the parcel so it seems Yodels delivery driver has signed for it himself absolutely ridiculous i dont know how this company is still allowed to operate they told me someone would be in touch within 48 hours they havent bothered t get back to me the retailer is being helpful but i find it a disgrace that a delivery driver can sign for my goods when im not in and either take them himself or leave them to get stolen why should the driver get away with that

You can log it with the police as stolen. I had this happen to me. Left with neighbour, when I asked for the phone they said they had to go out so left it on my doorstep. Obviously wasn’t there when I got home. Told them I was calling the police and my neighbour suddenly rushed out. I reported it to virgin as I didn’t have the phone, don’t let them fob you off, they need to send you a new phone. Give them the police incident number

Hermes. I’ve written twice now to their customer service about their subcontractor who delivers. We live rural. We own a dirt track that leads to another house, farming land and a wildlife sanctuary. This subcontractor refuses to deliver to the door of the house on our dirt track. Yet again today he left the parcel on our land – we told him it was trespass, he had no consent from us to do so. We told him that if the parcel gets stolen or lost we wouldn’t accept responsibility and want no further parcels on our land….. the guy was offensive to say the least…. I picked up the parcel and placed it on a farmers land above ours and was accused of stealing it – he even photographed me! Hermes? Isn’t interested.