Yodel and Hermes named UK's worst parcel delivery firms

Damaged parcel

Yodel and Hermes have been named the worst parcel delivery services in the UK by users of Moneysavingexpert.com.

The poll of 9,000 people named the two as the delivery firms that provide the worst service, with 58% who have had goods delivered by Yodel rating their experience as bad. Hermes came second, attracting a 30% 'bad' rating.

It is the second year in a row that Yodel (which delivers parcels for a wide range of major retailers including Amazon, Argos, Boots and Tesco Direct) has been named the worst parcel firm in the UK by Moneysavingexpert users.

Martin Lewis, founder of MoneySavingExpert.com, said: "Yet again Yodel has come bottom of the delivery pile. It's not quite as hideous as last year when 71% rated it bad – but it should act as a serious warning to anyone thinking of using it, or a company that uses it.

"One of the problems is the indirect nature of delivery firms. Many of the worst firms we only come into contact with because retailers choose to use them to provide deliveries. It's time we put pressure on retailers to stop inflicting this type of delivery on us. Any customer who has an abominable delivery service should complain to the retailer and ask them to justify why they use firms with such dire reputations.

Unfair criticism

In the run-up to Christmas 2013, Yodel said it handled over 14 million parcels in 24 days. But in December 2012, the Observer reported that consumers' Christmas presents were going missing because Yodel was losing parcels or sending them to the wrong addresses.

At the time Yodel, the biggest delivery company in the UK after Royal Mail, claimed it was being unfairly singled out for criticism and said it performed better than many of its competitors.

But Moneysavingexpert today highlighted a number of typical user complaints about Yodel and Hermes. One wrote that she had "never had good service" from Yodel; while another complained: "Hermes put my parcel in the recycling box...on recycling day."

Both DPD and Collect Plus did well in the user poll, with 69% and 60% of their customers, respectively, rating them as good. Only 12% and 11% rated them as bad. Royal Mail was third best parcel firm for customer service, with a 58% 'good' rating.

Published: 10 January 2014
Last updated: 10 January 2014

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For the 4th time this year a parcel has not been delivered by Hermes. I follow the tracking and no attempt is made to make a delivery. Yet I live in a standard house on the edge of a town. Should be no problems. Before January always a good service from Hermes