Christmas parcels disaster: Thousands face disappointment

[TrueBlueTerrier]

Christmas parcels disaster: Thousands face disappointment as firms struggle to deliver

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Couriers are struggling to cope with a huge backlog of orders, which could leave tens of thousands of people without presents

Online shoppers have spoken of their fury after it was revealed stretched couriers are struggling to deal with a massive backlog of presents as Christmas Day looms.

The delays could mean tens of ­thousands of people being left without gifts on Christmas Day.

But one firm, Yodel, risked angering ­disappointed customers further by refusing to compensate those whose parcels have not arrived by the end of Christmas Eve.

Industry insiders claim the company is ­desperately trying to clear a stockpile of gifts already sitting in warehouses – after being swamped by a record number of goods being bought on the internet.

Some couriers could even be working until midnight tonight in a frantic bid to deliver as many parcels as possible.

Brits spent more than £2billion in just four days leading up to the festive period, up 50% on expected levels, leaving the delivery system under huge pressure.

If you're still waiting, we've rounded up your rights if your presents don't get to you in time here.

And shoppers took to Twitter to vent their fury over delays by Yodel, Britain’s biggest delivery firm after Royal Mail.

Meryl O’Rourke posted: “We live on an estate in South London. Even if not,
@YodelOnline thinks a secure drop off is under a car?? I now don’t have an Xmas present.”

Tweeter @nazzyboy2000 added: “@YodelOnline Its Xmas eve in 8 and a half hours. Thanks for not helping, not even a phone call. C**p company that has no customer service!”

And @__chlobo wrote: “NEVER order a Christmas present if it’s being delivered by @YodelOnline even if you did order it a month in advance.”

Things started to go wrong for the firm more than 10 days ago when it had to stop collecting parcels from retailers due to the sheer volumes of orders.

And only last week, Yodel executive chairman Dick Stead insisted the problem had been sorted.

But he has now said: “Unfortunately delays on some parcels are inevitable for a number of reasons, whatever the time of year, regardless of carrier or service they are sent on.

“These can include address queries, poor packaging, ­mislabelling, traffic ­incidents and inaccessible ­properties.

“We work hard to overcome issues as soon as possible ­when they arise and keep our clients and their customers informed.

“We apologise to anyone whose parcels have been delayed and recommend they speak to the retailer regarding ­compensation, as we do not have sight of their ­transaction or agreement.

“Following the action taken earlier this month, parcels are flowing through our sorting offices and out for delivery.

"We are continuing to deliver up to and including Christmas Eve evening and will resume on the 27th.

“We recommend shoppers check last order delivery dates with the retailer when they place their order, as these will be determined by stock levels, picking and packing times as well as the services that they have selected to ship orders on.”

The beleaguered firm delivers up to a million parcels a day over Christmas for companies such as Amazon, Argos and Tesco Direct.

Amazon said: “Orders continue to be processed and delivered in the normal time frame.”

Argos added: “Our home delivery service for products in stock is running normally.

Tesco said only a small ­proportion of deliveries were handled by Yodel and customers would be ­unaffected.

The firm added: “We’re pulling out all the stops and are opening up more delivery slots ­
wherever we can.

“Everything is running smoothly thanks to the incredible work of more than 13,000 Tesco colleagues in distribution centres and our 10,000 van drivers.


Online shoppers have spoken of their fury after it was revealed stretched couriers are struggling to deal with a massive backlog of presents as Christmas Day looms.

The delays could mean tens of ­thousands of people being left without gifts on Christmas Day.

But one firm, Yodel, risked angering ­disappointed customers further by refusing to compensate those whose parcels have not arrived by the end of Christmas Eve.

Industry insiders claim the company is ­desperately trying to clear a stockpile of gifts already sitting in warehouses – after being swamped by a record number of goods being bought on the internet.

Some couriers could even be working until midnight tonight in a frantic bid to deliver as many parcels as possible.

Brits spent more than £2billion in just four days leading up to the festive period, up 50% on expected levels, leaving the delivery system under huge pressure.

If you're still waiting, we've rounded up your rights if your presents don't get to you in time here.

And shoppers took to Twitter to vent their fury over delays by Yodel, Britain’s biggest delivery firm after Royal Mail.

Disappointment: Parcel disaster
Meryl O’Rourke posted: “We live on an estate in South London. Even if not,
@YodelOnline thinks a secure drop off is under a car?? I now don’t have an Xmas present.”

Tweeter @nazzyboy2000 added: “@YodelOnline Its Xmas eve in 8 and a half hours. Thanks for not helping, not even a phone call. C**p company that has no customer service!”

And @__chlobo wrote: “NEVER order a Christmas present if it’s being delivered by @YodelOnline even if you did order it a month in advance.”

Things started to go wrong for the firm more than 10 days ago when it had to stop collecting parcels from retailers due to the sheer volumes of orders.

And only last week, Yodel executive chairman Dick Stead insisted the problem had been sorted.

But he has now said: “Unfortunately delays on some parcels are inevitable for a number of reasons, whatever the time of year, regardless of carrier or service they are sent on.

“These can include address queries, poor packaging, ­mislabelling, traffic ­incidents and inaccessible ­properties.

“We work hard to overcome issues as soon as possible ­when they arise and keep our clients and their customers informed.

“We apologise to anyone whose parcels have been delayed and recommend they speak to the retailer regarding ­compensation, as we do not have sight of their ­transaction or agreement.

“Following the action taken earlier this month, parcels are flowing through our sorting offices and out for delivery.

"We are continuing to deliver up to and including Christmas Eve evening and will resume on the 27th.

“We recommend shoppers check last order delivery dates with the retailer when they place their order, as these will be determined by stock levels, picking and packing times as well as the services that they have selected to ship orders on.”

The beleaguered firm delivers up to a million parcels a day over Christmas for companies such as Amazon, Argos and Tesco Direct.

Amazon said: “Orders continue to be processed and delivered in the normal time frame.”

Argos added: “Our home delivery service for products in stock is running normally.

Tesco said only a small ­proportion of deliveries were handled by Yodel and customers would be ­unaffected.

The firm added: “We’re pulling out all the stops and are opening up more delivery slots ­
wherever we can.

“Everything is running smoothly thanks to the incredible work of more than 13,000 Tesco colleagues in distribution centres and our 10,000 van drivers.

"They are doing a phenomenal job for our customers.”

Retail Ombudsman Dean Dunham said people who fail to get their parcels on time will be entitled to a payout.

He added: “Consumers must take their complaints about delivery to the retailer, who will then claim compensation from Yodel.

"Where the retailer has promised a certain delivery date they break their contract with the consumer if they do not deliver on time and in these ­circumstances the consumer can demand a full refund and if they have suffered a loss they can claim compensation.”

Brand strategy agency Mash warned Yodel it risked alienating customers if it failed to pay out for its delivery failures.

Co-founder Jonathan Williams said: “The promises to deliver in Yodel’s case are at the very heart of what the company brand is.

“A company like Yodel which is trying constantly to establish their brand and what the brand stands for do that by delivering on promises.

"In this case it seems they may have overreached themselves and in the process will have done a great deal of damage with certain consumers’ ­confidence in them.

“In times of crisis it could be the making of a brand if they are seen to act ­appropriately. If a company has let people down then this could present an ­opportunity to ­demonstrate their ­commitment to their consumers.

"Compensation may cost the brand ­financially in the short term but in ­investment terms it can go a long way to build trust for the future.”

Courier firms were hit by the unprecedented numbers of shoppers buying online.

On Black Friday, November 28, around £810million was spent on net buying.

A further £1.2billion was splashed out on Cyber Monday three days later and Manic Monday the following week.

The Centre for Retail Research confirmed 2014 was the largest spending online on record.

Royal Mail opened a network of 10 temporary parcel sort centres for Christmas and employed an additional 19,000 temporary staff.

It also took on around 1,300 additional agency drivers to support around 2,300 lorry drivers.

A spokesman said: “All our postmen and women have been working very hard to help deliver Christmas for our customers.

"We believe our network has coped well with the significant extra volume at this time.”

[rhino49]

No disappointment here - had stuff from RM, DPD, Hermes and Amazon delivery services this week - all on time and all except RM notified in advance. Probably fortunate that most services locally have had the same guys on them for ages, even our Whistl postie has had the same route for over a year since they started in this area.

[Decky Boy]

You've tried the rest.... Now try the Best... Royal Mail... We'll get the job done

[Nigel1505]

A couple of hours to go and we will be finished. Not really, been home since 13.00. In truth =, buy cheap ie. Yodel, Whisle and the rest and you buy crap.

HAPPY XMAS to all colleagues.

[Brain Fury]

The Executive Chairman of Yodel is the (almost) accurately named Dick Stead. He is a former Managing Director of Parcelforce and prior to that held other jobs in Royal Mail. It was in one of these roles that I came into personal contact with him and I must say the problems at Yodel are all the sweeter for knowing he has to front up to them.

[aiden01]

The Executive Chairman of Yodel is the (almost) accurately named Dick Stead. He is a former Managing Director of Parcelforce and prior to that held other jobs in Royal Mail. It was in one of these roles that I came into personal contact with him and I must say the problems at Yodel are all the sweeter for knowing he has to front up to them.

come on spill the beans what did he do that makes you hate him so much now your ex,rm at least you cant be disciplined

[teesdale]

Yes thousands disappointed, if you want it only royal mail can be trusted to deliver. On the other hand my manager told me I was 10 minutes late for work but then he'd organised with his line manager to go home 2 hours early. Without the prick we processed the mail anyway. I will have to add that I would have to describe him as a stool ( as in the medical description ).

[redheadedwoman]

There will be a few late xmas cards in the Kent area Medway failed by 35,000 on xmas eve if the truth be known it was double

[POSTMAN]

There will be a few late xmas cards in the Kent area Medway failed by 35,000 on xmas eve if the truth be known it was double

Does HRH Moya know,she luvs your mob there.

https://www.myroyalmail.com/sites/default/files/styles/inline_landscape/public/Medway%20Mail%20Centre.jpgThis is a historic day,’ says Moya, paying tribute to the hard work of everyone in Medway.

‘It’s part of our massive transformation programme and shows how well collaboration can work between our colleagues here and unions. Thank you very much.’

Keith Tomlinson, mail centre manager, says: ‘Medway mail centre is now at the heart of mail processing in Kent, giving us an operational network fit for the future, with better working conditions for our people to deliver a high level of service to customers.’

https://www.myroyalmail.com/news/nation ... n-business" onclick="window.open(this.href);return false;

[NWpostie]

There will be a few late xmas cards in the Kent area Medway failed by 35,000 on xmas eve if the truth be known it was double

Does HRH Moya know,she luvs your mob there.

https://www.myroyalmail.com/sites/default/files/styles/inline_landscape/public/Medway%20Mail%20Centre.jpgThis is a historic day,’ says Moya, paying tribute to the hard work of everyone in Medway.

‘It’s part of our massive transformation programme and shows how well collaboration can work between our colleagues here and unions. Thank you very much.’

Keith Tomlinson, mail centre manager, says: ‘Medway mail centre is now at the heart of mail processing in Kent, giving us an operational network fit for the future, with better working conditions for our people to deliver a high level of service to customers.’

https://www.myroyalmail.com/news/nation ... n-business" onclick="window.open(this.href);return false;

I thought that was Arch Bishop Rowan Williams for a minute in the photo.

[thehobbit]

There will be a few late xmas cards in the Kent area Medway failed by 35,000 on xmas eve if the truth be known it was double

35000 does not seem a lot though??

[Nigel1505]

"35000 does not seem a lot though??"

It is if you are hand sorting, as we have been doing all Xmas. What happened to the automatic sorting machines we have.

[Brain Fury]

The Executive Chairman of Yodel is the (almost) accurately named Dick Stead. He is a former Managing Director of Parcelforce and prior to that held other jobs in Royal Mail. It was in one of these roles that I came into personal contact with him and I must say the problems at Yodel are all the sweeter for knowing he has to front up to them.

come on spill the beans what did he do that makes you hate him so much now your ex,rm at least you cant be disciplined

Well I am sure it won't attract much (if any) sympathy but it was about 20 years ago when I was sent on a week long management training course. One aspect was to pile you up with loads of tasks I suppose to demonstrate that you could achieve more than you thought possible (before you dropped dead with exhaustion). So you had "classroom" work between about 9.00 and 19.00 and then were set individual or group tasks to achieve in your "spare time". One exercise was the prepare a presentation in written and oral form on a given management subject. The written version would be reviewed by a member of the senior management team and one or two from each group selected to be presented orally to the whole course.

I finished mine at 05.00 in the morning and it had to be handed in by 08.00 so that it could be faxed to the senior manager for review and if selected presentation after lunch. Dick Stead was the senior manager allocated for our group. He opened his remarks on the presentations from our group by saying that he was a bit tired and so hadn't been able to give the presentations more that a cursory glance during the journey to Rugby (in his chauffeur driven car). Having only had about 2 hours sleep in the previous 36 I was just a tad p****d off.

I hope he's having plenty of sleepless nights now.

[borders]

reminds me of spending all night long bulling my parade boots for inspection the next morning , only for the Training NCO to launch them out of our top flight window .
I was too tired the next night , so just paid a few minutes repairing the cracks , only next morning then to be told well done I can see you have paid a lot of attention to them !!
I think the expression is Bullshit baffles Brains...

[TrueBlueTerrier]

Snap

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"No Staff ?"
"Well I should be, I'm standing on your hair, get it cut"