Wallsend woman in dispute with postal service Yodel

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JUDITH YOUNG needed help to make herself heard in a dispute with postal service Yodel when a parcel went missing.

A package from Liverpool FC should have been delivered to her home in Wallsend, North Tyneside, but never arrived.

It was later confirmed a bungling postman had delivered it to the wrong address.

Judith told me she and son Jason were less than impressed with Yodel’s handling of the situation.

She said they did not listen to her complaint until I took up her case and asked what was going on.

She said: “Yodel were supposed to deliver a parcel to my address on behalf of my son.

Meanwhile Liverpool FC showed a bit of fair play by sending a duplicate parcel.

But I wanted to hear what Yodel had to say.

A spokesman told me: “Yodel delivers around 200 million parcels a year, or between 300,000 to 500,000 parcels a day, on behalf of our clients.

“We place customer service at the heart of our business and have...”

Can we skip the PR opportunity – I’m not biting – and get to the point please? He went on: “We have several mechanisms in place to try to ensure a successful delivery every time and when this does not happen we take it very seriously.

“We have carried out a thorough internal investigation and it would appear that on this occasion there has been a human error which has resulted in the parcel being delivered to the wrong address.

“We are reviewing our processes to ensure that we learn any relevant lessons to try to prevent such an incident occurring again.”

And that apology Judith was wanting? Not a squeak in the statement Yodel sent me because, apparently, Yodel’s customer was Liverpool FC and not the recipient of the parcel.




She did, however, subsequently get an apology from the customer relations department.

Judith said: “Someone called and apologised profusely on behalf of the company.

“She also said that a directive had been passed on to customer services regarding the way customers are supposed to be treated.

“If this helps improve their customer service then something good will have come out of it.”

You could say that – eventually – loud was the voice of the yodelling goatherd, lay ee odl lay ee odl lay hee hoo, and the apology was lusty and clear from the goatherd’s throat heard, lay ee odl lay ee odl-oo!


“According to them, the driver left it on the porch but I don’t have a porch and there was definitely nothing delivered to my address.

“We were told to contact the football club, but why? Yodel had the parcel and THEY have lost it.”

I’m no lonely goatherd – and unlike Julie Andrews, I can’t yodel – but I asked the company what they were playing at and waited to see what happened.

Judith said she later had a visit from the postman who had “delivered” the parcel.

She said: “He turned up at my front door, admitted he could not remember coming before, and had to acknowledge I didn’t have a porch.

“I am absolutely furious because I have not once had an apology.”

[POSTMAN]

It was later confirmed a bungling postman