Firstly, I appreciate yodel have had difficulties this week due to a cyber attack. But this is the second time I’ve received terrible service (the first being a few months ago and I thought it might have been a one off so tried using the company again - big mistake!)Now the tracking is up and running after the cyber attack, I saw my parcel was ready for collection so I wanted to collect it. But I’ve had no collection code come through (same thing happened last time). It’s impossible to get through to yodel customer services due to cyber attach. Tried contacting collect+ customer services at 5:12pm today (their website says they are open until 7pm). Message says they are now closed, try again later & hangs up!! I wish I could finish work 2 hours early! Can’t get through on webchat to speak anyone at customer service either - all their operators have been busy for about 6 hours straight - or finished early for the day too like the people manning the phones!When I track the parcel one screen says it’s been delivered to the shop, but on another screen says it has been return to the sender! Now, I have seen the parcel at my local shop, but I cannot collect it however because there is no code. When I type in my email address to get a code off their website, it says “Sorry, the parcel collection code for this email is not yet available, please try again later”. But then tells me it’s been returned (which it hasn’t, it’s still at my local shop!). So I’m guessing I’ll never get a collection code because it thinks the parcel has been returned. But it hasn’t, so not only will I be left with no parcel (which contains items I needed for this weekend!), I’ll probably struggle to get a refund for the parcel that has been return but hasn’t been returned, and I’ve had whole load of hassle (for the second time!) that just isn’t needed. I can’t get through to speak to anyone in order to sort it out, and I find it appalling service that this has happened twice in a row (months apart, so they can’t blame the cyber attack) and they have yet to rectify any of the problems with their processes. Why not allow collection with my ID instead of a waiting for a stupid code? It’s a stupid system and I will now avoid retailers who use this service in the future because it simply doesn’t work properly.
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Collect+ is all about the instore experience, we no longer provide end to end parcel services. We are now the entry and exit point for parcels and all queries or comments regarding your parcel journey should be directed to the carrier in the first instance please.
Last year PayPoint acquired Yodel’s 50% stake in Collect+ making it the sole owner of the UK’s largest parcel shop network working with a range of partners: Amazon, DHL, eBay, FedEx, Parcel2Go and Yodel. The Collect+ brand is going through some operational changes which will be of benefit to our customers and our retailers. Any parcel queries from before 1 October 2020 should be referred to Yodel.
The Collect+ store network is made up of 10,000 newsagents, convenience stores, supermarkets and petrol stations, so wherever you are, there’s a good chance that a Collect+ Point is nearby. The majority of Collect+ Points are open 7-days a week, early ’til late, so collecting and sending parcels is easy and convenient.See more