They lie. Yodel just lie. When there is a problem delivering your package they use all the excuses. 'Sorry we missed you' when I'm sat at home waiting, or 'oh no, the van broke down', I've got a parcel that has been out for delivery now for 4 days. The customer services team are helpful, but just say the same thing every day. I know this parcel (of now dead plants) isn't coming, they know it's not coming. We all know it's not coming ....
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