Yodel’s Parcel Crisis Disrupts Deliveries for Major Brands

Capacity Crunch at Yodel

A significant capacity crisis at Yodel is causing nationwide delays in parcel deliveries for major brands like Gusto, Argos, and Nespresso. Customers expecting parcels from these retailers may experience delays due to a combination of scheduling disruptions, capacity issues, and challenges with Yodel’s competitors.

A memo sent to shoppers this week highlighted missed collections and delayed schedules due to HGV drivers failing to arrive on time. These delays have ripple effects on parcel processing and timely deliveries.

Yodel’s Contingency Measures

Yodel has urged its business clients to redirect parcels to alternative carriers to minimize consumer impact. The courier has also suspended its 24-hour delivery guarantee, reflecting the severity of the crisis.

Nick Drewe, founder of the online discount platform Wethrift, has reviewed consumer rights and protections for those concerned about missing Black Friday or Christmas deliveries.

Retailers Affected by the Delays

Yodel serves prominent brands, including Very, L’Occitane, and AO.com, making this crisis particularly disruptive during the festive season—a peak period for delivery services. Thousands of UK customers are expected to face delays just as Christmas preparations are in full swing.

Consumer Rights: What You Need to Know

Missed Next-Day or Guaranteed Deliveries
If you paid for next-day delivery or a guaranteed date and the parcel doesn’t arrive on time, you have rights under the Consumer Rights Act 2015:

• Request a refund for the additional delivery cost.
• Ask the retailer to resend the item or provide a full refund if the parcel is significantly delayed.

When contacting the retailer, include this statement:
“Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015.”
This reminder often prompts quicker action from the seller.

Responsibility Lies with the Seller
The seller—not the courier—is responsible for ensuring your parcel is delivered. Under the Consumer Rights Act 2015, retailers must either locate your parcel, replace it, or issue a refund.
If you’re struggling to communicate with the retailer, Citizens Advice provides free templates to help you draft effective correspondence.

Steps to Take if Sellers or Retailers Are Unhelpful

If the retailer fails to resolve the issue:

• Escalate to the Retail Ombudsman: They can intervene on your behalf.
• Request a Chargeback: For purchases made via debit or credit cards, your bank can reverse the payment under certain conditions.

In cases of theft, consider whether your homeowners’ or renters’ insurance covers the parcel. Be aware that filing a claim often involves paying a deductible, which might exceed the parcel’s value.

Checking Your Payment Method for Added Protection

• PayPal Buyer Protection: Reimburses you for the full item value and postage if the item goes missing or is not as described.
• Credit Card Purchases: Section 75 of the Consumer Credit Act protects purchases between £100 and £30,000. This allows you to claim directly from your credit card provider if the seller fails to deliver.

Delivered to the Wrong Address?

If a parcel is sent to the wrong address, the retailer is still responsible for resolving the issue. The courier, acting on behalf of the seller, must retrieve the parcel or arrange for redelivery.

Avoid Issues with ‘Safe Place’ Deliveries

Couriers often let you nominate a ‘safe place’ for deliveries. While convenient, this option carries risks:

• If the parcel is stolen, the retailer may argue the delivery was completed as agreed.
• Neither the retailer nor the courier may be held liable for the loss.

To avoid complications, choose a secure, accessible location or arrange to receive the parcel in person wherever possible.

Stay Informed and Protected

With Yodel’s crisis expected to cause widespread delays, consumers should stay proactive in tracking their orders and understanding their rights. From requesting refunds to escalating complaints, knowing your options can help you navigate the busy festive season with confidence.