"Great service"

Great service. Timely delivery. Great customer service from Hayley.

"Charged twice and no refund for payment error"

I ordered one pack of boxes in July 2024 however the website didn’t generate a delivery fee, so even though I thought this odd I thought perhaps the delivery was free. I went to pay by Apple Pay and kept getting a message that “an error has occurred during application run”. I tried again with Apple Pay and got the same message. So I then paid using my card details instead and the order went through. I then got an email confirmation for this order of £24.

I then checked my bank account and saw that the first transaction of £24 via Apple Pay did in fact go through. So I was charged £24 twice. However the Apple Pay didn’t generate a confirmation email from the supplier.

The supplier then emails me a few days later and says they cannot fulfill the order as I need to pay £6 delivery fee. I wasn’t aware of the price when ordering and it also made the cost too much for me for these particular boxes, so I asked for the order to be cancelled. I then also told them about being charged twice and provided proof of this and also screenshots from the website when I was getting the error message.

I got a refund for the £24 for the order I cancelled, however I have been trying since July (it is now end of October) to get a refund on the other £24 without success.

After back and forth emails for ages explaining the situation, the closest I got to a refund was a lady phoning me back and asking for my card details to give to the accounts team and saying that I would get a refund. I thought the problem may finally be sorted and felt I had been patient enough. This has now been well over a month and I still haven’t heard anything and don’t get responses to my emails and calls.

I’m very frustrated and totally put off from ordering from them again.

AVOID!

"Threatening attitude gives little confidence "

After ordering a golf clubs box I emailed a request asking who was the courier and how long before it was to be sent. The reply said unfortunately they were out of stock but will send when they come in or did I want a refund. I said I wanted a refund. The next day I get a message saying the box is in do I still want a refund. I replied yes as I’d made alternate arrangements. I then get a message saying my request has been sent for investigation and In due course, you will be notified via email or called when the accounts team have authorised or declined this request. This can take up to 14 working days to be looked into, however we aim to process every request as quickly as possible.
The threatening tone of the communication is not what a paying customer needs to hear and the dilatory manner adds to the general feeling that this is a business who takes your money and gives little service. I continue to await my refund which I expect to receive and can do without the threats of “declining a request”!
I won’t be a returning customer!

Edit: No refund given so my card company stepped in and refunded my account. I would consider very carefully if you plan on using this business beware!

"Only half of order delivered in a sorry state"

Ordered 40 boxes and two rolls of packing paper. The box it was delivered in was battered and ripped. Inside was only 20 boxes and one roll of packing paper. Also included was a roll of tape that I did not order, as well as a used cardboard inner from a roll of tape - clearly it's my responsibility to dispose of their packing waste. The packing paper roll that was delivered was torn and crumpled and had boot prints on it. Such poor service that it's motivated me to leave my first trustpilot review.

I've raised a ticket for the roll and tape (I did not initially realise I was missing boxes) and was told that they would send a replacement. I've not received that yet (only been four working days), but based on other reviews I'm not holding out hope.

The boxes themselves are fine - should do the job but nothing special

"delivered to billing address not shipping address"

Product is fine but original delivery was to my billing address (in Scotland) and not to the shipping address (in the English midlands). I rang and left messages but never received a call back. Late on the afternoon of the delivery day, I actually reached a person who was really helpful and said a replacement order would be dispatched the next day. This happened but it was only half the original order. No reply to calls or emails asking about the other half or what to do about the delivery to the original address. Luckily we had ordered with time to spare so I arranged for the incorrect delivery to be shipped to the shipping address at my expense which was about the cost of the half replacement order. Quality of product was absolutely fine (though the package of the four bedroom house was nothing like enough for the four-bedroom house we'll be tackling), but lousy customer service.

"Incomplete order bad customer service. "

Ordered on 19/7, delivered 20/7 so far so good. Found out on 21/7 that parts of my order were missing and a ticket was raised. Subsequently sent them 2 followup emails the following day heard back on Wednesday asking if I received my order. Replied and heard nothing. Phoned on Thursday person on phone promised to send the missing items. It’s now Monday and still have not received the missing boxes, tape, marker and packing paper. I wanted to get on with the packing and ordered tape and paper from Amazon. Very bad customer service. Try doing better.

"I Do not recommend this company"

No goods arrived, no reply to email, no return call as promised. Delivery date kept getting put back, last time for a week. Waste of time, I just hope I get my money back. I do think they should find somebody other than Yodel for delivery.

"good product, bad delivery"

like:
the product, packaging of product, all came in one delivery,
Dislike:
time taken for delivery, it took 6 days when it said it was in stock and would be sent next day, had to chase up to find out where delivery had gotten to.

"Still Waiting"

Ordered house moving package and additional items, should be next day delivery, however they arrived 4 days later. There were a couple of items missing from the order, also a few damaged boxes. I contacted the sales team and these items were replaced without any issues.

Thank you for resolving the issues.

"After ordering a moving pack for £115…"

After ordering a moving pack for £115 and then trading the reviews here we were petrified that we'd been had. However this was not the case, we received dispatch confirmation by the end of the day and yodel delivered promptly the next day, all items we ordered were there and the quality is top notch. Based on our experience it was great. Sorry this wasn't the case for everyone else.