A customer faced disappointment after sending an antique African drum through Yodel Direct, only for it to go missing en route to a repair shop in Stoke-on-Trent. The drum, a large djembe nearly a metre tall, was sent three months ago. Despite paying for "parcel protection" via the Parcel2Go website, the compensation offered fell short of replacing the valuable instrument.
The customer originally purchased the drum for £350, reflecting its listed value when booking the courier service. However, a similar replacement now costs close to £1,000. Yodel compensated the customer with £350, in line with the coverage level selected. Yet, this amount was unsatisfactory, as it did not cover the current cost of a like-for-like replacement. The customer relies on this drum for their work, heightening the urgency of the matter.
Initially, Yodel assured the customer that the drum was "definitely" not lost, citing a scan at their Hatfield sorting office. However, when it failed to arrive at its destination, Yodel launched an investigation. This included interviewing drivers, reviewing parcel logs and CCTV footage, and conducting a thorough depot search. Despite these efforts, the drum was not recovered.
"As per our lost parcel policy, we have compensated OL for the quantity listed in the terms of the protection plan. We would encourage all customers to check the value of items before taking out protection to ensure their items are fully covered prior to sending." – Yodel
Yodel's response highlights their adherence to standard procedures in handling lost parcels. The compensation reflects the protection plan chosen by the customer, yet underscores the importance of accurately assessing item values when utilizing courier services.
The incident brings attention to the challenges faced by customers when valuable items go missing during transit. It raises questions about the adequacy of compensation policies and the need for greater transparency in courier service agreements.