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Delighted customer reunited with £400 parcel lost by Yodel

Fred Isaac

Fred Isaac
Sep 28, 2015

You know the scene in The Notebook where Ryan Gosling is reunited with his beloved Rachel McAdams? Of course you do – it’s the cinematic meeting that caused millions of teary-eyed cinema goers to reach for their boxes of Kleenex.

Well now at A Spokesman Said we have our very own reunion story.

Deirdre Cash has been reunited with the £400 VAX cleaner lost by delivery company Yodel just one day after we highlighted her case.


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A delighted Deirdre and the £400 VAX cleaner she has been reunited with


The cleaner was to be couriered to Yorkshire where Deirdre’s husband Roy was working. He would then take it to the couple’s home in County Laois, Ireland.

But it never arrived in Yorkshire. The last reported sighting was at a depot in Leamington Spa over three weeks ago.

Since then, Deirdre, 36, says she had no help from Yodel customer service, who eventually recorded the item as lost.

“I’ve been passed from pillar to post since the package went missing,” said Deirdre.

“All I got was classic corporate robot speak – I was climbing the walls with frustration.”

Fearing all may be lost, she posted her complaint on A Spokesman Said.

Just one day later, the unthinkable happened: she got a call from her friend in Yorkshire to say the parcel had turned up.

“I was delighted with the news,” said Deirde.

“The cleaner is a little road weary but it’s here and I can’t wait to have the option of using it.”


Delivering results

Deirdre, who runs a horse transportation company, is in little doubt about how she got the result.

“I was getting nowhere for three weeks and it was only when I took it to A Spokesman Said that I got any response at all.

“It was amazing to see the momentum it gained – it put the fear of Jesus in Yodel.”

But she reserved some choice words for Yodel.

“We wouldn’t be in business if we had the same service as Yodel. They don’t seem to know what’s going on internally.

“They don’t seem to adhere to any kind of standards. We organize the transportation of horses from places like Berlin and Amsterdam, so I understand logistical pit falls; but imagine if we lost a horse for three weeks.

“The parcel took so long to arrive it might as well have been delivered by horse and cart.”


What next?

Deirdre’s case is evidence that, for companies, responding effectively to complaints is not just the right thing to do – it’s also good for business.

“If Yodel had handled my case differently, and been understanding and helpful, I might have used them again,” she told us.

To spread the news about how Deirdre got a result to her complaint, share her story on Twitter and Facebook.

Or, if you’ve been let down by a company that hasn’t delivered, make your complaint now. We’d love to fight your corner.


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