4765) Did You Know Series (157): Booking of items at YARDLEY LONDON, INDIA - Order #14274 OF RAJEEV PRASAD: This is the sequence of emails sent to & received from two parties: 1) Yardley London,India 2) Their Courier Service - Delhivery Couriers; 3) Return of the consignment to the Yardley, London, India warehouse without assigning any reason for the non-delivery to me:
This is the 500th Post on my blog in this Calendar Year (2026) and it is about a complaint for poor customer Service from a vendor whom I have patronised during the past several years:
Booking of Consignment:
I booked a consignment of their products from YardleyLondonIndia:
This is a Trail mail with Team Yardley:
Rajeev Prasad <rajeevprasad1208@gmail.com>
Mon, Oct 12, 11:21 PM
to yardleylondonindia
Dear Sir/Madam,
I am an old customer of Yardley, based in Pune, Maharashtra, India.
Although earlier orders have been delivered to me comfortably, I notice that my address has been abridged somewhat in my above order.
My address for shipping/delivery address is:
QQQQQQQQQQQQQQQ
Thanking you,
yours faithfully.
RAJEEV PRASAD
YARDLEY wrote back to me immediately:
Yardley London
Oct 13, 2026, 10:01 AM
to me
Hi Rajeev Prasad,
We would like to inform you that your delivery address has been successfully updated in your order.
Then, when the delivery did not take place and the Couriers were taking me for a "ride" for several continuous days I wrote to Yardley again:
Rajeev Prasad <rajeevprasad1208@gmail.com>
Oct 21, 2026, 10:00 PM (9 days ago)
to Yardley
Non delivery of AWB no. 37039817224534 (AWB_STC_MUM_ARMX_ YARDLEY), of Rajeev Prasad at my residence today and giving a false report that I was not home. to receive the consignment:
For three continuous days, I have been receiving the message that my order is "Out for Delivery" from Delhivery Couriers. In the evening the message comes that the courier was not able to deliver the packet because I was not available.
Then a message comes that if I want the packet delivered by the next day I should press the "1" button which I have been doing promptly. Then the message comes that the team is very sorry that the packet was not delivered and they will reattempt it.
As every message is automated There is no forum to write my concerns anywhere else but to the Grievance Officer of the courier service (correspondence with the Grievance Officer given elsewhere below).
Then yesterday a message came from the couriers that the followup on the delivery issue is closed (without assigning any reason thereto). Strange.
No one bothered to check up with me whether the delivery has been effected. Really poor customer service at the Courier level which needs to be addressed at the appropriate level.
2. Now today (21.10.2026) for the fourth time this has happened. I am wondering whether this is developing into a "Ghost Story" of the kind that I write on my popular Coins & Stamps blog - exclusivecoins.blogspot.com
- Every day the message comes as enumerated above and I wait up the whole day. Every day a new PIN No. is sent to me. Then in the evening the “ghostly loop” continues. Wondering whether my packet will ever be delivered or continue to be in this loop for eternity.
Rajeev Prasad
YARDLEY wrote back to me:
Yardley London
Oct 22, 2026, 9:52 AM (8 days ago)
to me
Hi Rajeev Prasad,
We sincerely apologize for the delay in delivering your order.
We would like to inform you that we have prioritized your delivery. We kindly request you to allow us some time while our team works to ensure your order is delivered as soon as possible.
Thank you for your patience and understanding.
Regards,
Team-Yardley
Once again, I took up with Yardley when the same sequence of events occured again the next day:
Rajeev Prasad <rajeevprasad1208@gmail.com>
Oct 22, 2026, 11:40 PM (8 days ago)
to Yardley
Your efforts at getting the Courier service to deliver my consignment did not yield any results.
Once again history repeated itself.
I received a message that the "packet was out for delivery - A new PIN No was also sent in the message." But again no delivery took place although I waited the whole day.
This is turning out to be a hilarious story for my blog which travels worldwide.
2. Wondering whether the courier service needs to be replaced by an alternate more efficient Courier service.
Rajeev Prasad
Yardley London wrote back to me:
Oct 23, 2026, 10:07 AM (7 days ago)
to me
Hi Rajeev Prasad,
We sincerely apologize for the delay in delivering your order.
We would like to inform you that our team is arranging the delivery for today. We kindly request you to allow some time for the delivery to be completed.
Thank you for your patience and understanding.
Regards,
Team-Yardley
Rajeev Prasad <rajeevprasad1208@gmail.com>
Oct 23, 2026, 10:06 PM (7 days ago)
to Yardley
The consignment was again not delivered today by "DELHIVERY" couriers. It again seems that despite your taking up with the courier service for effecting an express delivery, the same procedure was enacted once again - "I received a message that the consignment was out for delivery - a new PIN No. was sent to share with the courier" - I waited the whole day - nobody came and no one even had the courtesy to let me know whether the delivery would not take place.
2. The whole thing seems to have gone into a loop and I have no option but to wait till eternity. I am now at my wit's end & losing patience.
3. This is just to let you know of the status of non-delivery of the consignment so far and wondering whether it will be delivered tomorrow or in the near future.. Also wondering whether Yardley's other customers are also facing this kind of problem with their deliveries.
Rajeev Prasad
Yardley London
Oct 24, 2026, 10:07 AM (6 days ago)
to me
Hi Rajeev Prasad,
We sincerely apologize for the delay.
We would like to inform you that our team is prioritizing your order and making arrangements for its delivery as soon as possible. We kindly request you to allow us some time for the delivery to be completed.
Thank you for your patience and understanding.
Regards,
Team-Yardley
1472:5035784
Rajeev Prasad <rajeevprasad1208@gmail.com>
Oct 24, 2026, 5:13 PM (6 days ago)
to Yardley
This delivery has become a kind of a joke. Today, I have received no message - THAT THE DELIVERY IS TAKING PLACE - although you have sent me a message that you have asked for the delivery to be prioritised.
I am getting a feeling that the courier has either misplaced my consignment or that they are not taking Yardley's messages to effect the delivery seriously.
Deliveries from other courier services after getting the "Out for delivery messages" are executed within the day itself.
I have had Yardley deliveries taking place quite smoothly in the past.
Hence I have booked this consignment with you. It was a good thing that I was earlier planning to book several more items, but I only kept my order short.
Now as I have already paid for the consignment it is now your responsibility that the packet is delivered to me.
A line in reply on what is going on with my consignment delivery will be appreciated.
Yardley London
Oct 24, 2026, 5:42 PM (6 days ago)
We would like to inform you that our team is arranging the delivery the order within 2–3 working days. We kindly request you to allow us this time for the delivery.
Team - Yardley
Then after a few days came the strange message that the consignment was being returned to the warehouse and after that has been received back, my payment would be refunded:
Yardley London
Oct 28, 2026, 9:29 AM (2 days ago)
We would like to inform you that your order is now marked as Return to Origin (RTO). Our team is arranging the refund at the earliest.
Team Yardley
Rajeev Prasad <rajeevprasad1208@gmail.com>
Oct 28, 2026, 9:48 AM (2 days ago)
to Yardley
The "Reason for the return to your warehouse" has not been explained to me, particularly as the earlier consignments have been seamlessly delivered in the past.
Rajeev Prasad
Once again I receieved an evasive reply:
Yardley London
3:59 PM (6 hours ago)
to me
Hi Rajeev Prasad,
We sincerely apologize for the inconvenience caused.
We would like to inform you that our team is arranging the refund for your order. The refund will be processed within 48 working hours.
We kindly request you to allow us the mentioned timeframe to complete the process.
Thank you for your patience and understanding.
Team Yardley
3:59 PM (6 hours ago)
to me
Hi Rajeev Prasad,
We sincerely apologize for the inconvenience caused.
We would like to inform you that our team is arranging the refund for your order. The refund will be processed within 48 working hours.
We kindly request you to allow us the mentioned timeframe to complete the process.
Thank you for your patience and understanding.
Regards,
Team-Yardley
Totally surprised I wrote back:
Rajeev Prasad <rajeevprasad1208@gmail.com>
Wed, Oct 28, 9:48 AM (2 days ago)
to Yardley
The "Reason for the return to your warehouse" has not been explained to me, particularly as the earlier consignments have been seamlessly delivered in the past.
Rajeev Prasad
The last correspondence was in the nature of a telephonic conversation which a Lady executive from Yardley London India tried to explain:
- that the courier was not able to make the delivery because of restrictions imposed on courier deliveries during the festival season.
- that Yardley had no alternative but to have the consignment returned to the warehouse.
This is entirely a lame excuse and they were trying to civer up their failure to deliver the consinment to me for the following reasons:
- If there were courier delivery restrictions then why did Delhivery Couries Service sent me multiple messages on conmsecutive days that the "Packet was Out for delivery and also sent me a PIN number.
- Why did they sent me a message that if I Press the button No. "1", they would reattempt the delivery. Clearly there were no restrictions on Courier deliveries an other vendors "Wakefit" (for a Chair Supply to my residence) and "Amazon" Couriers effected multiple deliveries during the same period.
- When the packet was said to be "Out for Delivery" no cogent reason has been forwarded to explain why the consignment was returned to the warehouse.
- I am still waiting for the refund of the paid amount although more than 48 hours have elapsed as promised by the Yardley Team.
At the Grievance Officer level of Delhivery Courier Service:
Rajeev
Prasad <rajeevprasad1208@gmail.com>
Sun,
Oct 18, 2:29 PM (12 days ago)
to grievanceofficer.dep
Dear Sir/Madam.
This
is to bring to your notice that my AWB as above was not delivered to my
residence today although I had received a Message that it would be delivered
today and I was waiting for the courier since having received the message.
2.
Suddenly there was a second message that the delivery could not be effected as
I was not available to collect my shipment.
3.
Then I received a message - to press a button where I said that "I
was Available". Promptly came an automated response that the delivery will
be "re-attempted within the next working day".
Quite Strange - I am a retired Senior citizen and was waiting for the courier. It may please be investigated as to why the delivery could not be effected today.
Thanking you,
Yours
faithfully,
RAJEEV
PRASAD
I blog at "http://www.exclusivecoins.blogspot.com"
grievanceofficer.dep@delhivery.com
Wed,
Oct 21, 12:06 PM (9 days ago)
to
me
Dear
Sir/Ma'am,
We
sincerely apologize for the repeated delivery attempts, inconvenience, and lack
of proper communication regarding your shipment. We understand your
frustration, especially after confirming your availability for delivery
multiple times.
We
have raised the matter with the concerned team and are following up to expedite
the delivery. We request you to kindly allow us some more time to coordinate
with the team and obtain an update on the shipment status.
We
regret the poor experience and assure you that your concern is being taken
seriously. Thank you for your patience and understanding.
Regards
Delhivery Customer Support team
On Wednesday, 21 October 2026 at 07:39,<rajeevprasad1208@gmail.com> wrote:
For
three continuous days, I have been receiving the message that my order is
"Out for Delivery". In the evening the message comes that your courier
was not able to deliver the packet because I was not available. Then a message
comes that if I want the packet delivered by the next day I should press the
"1" button which I have been doing promptly. Then the message comes
that the team is very sorry that the packet was not delivered and they will
reattempt it.
As every message is automated There is no forum to write my concerns anywhere else but to you. Then a message came that the issue is closed (without assigning any reason thereto. Strange.
No one bothered to check up with me whether the delivery has been effected. Really poor customer service which needs to be addressed at the appropriate level.
May I now expect that the packet will be delivered today?
Rajeev
Prasad
On
Wed, Oct 21, 2026 at 1:54 AM
<grievanceofficer.dep@delhivery.com> wrote:
Quoted ticket history has been removed from this message.
Then this surprising message came that the consignment had been returned to the sender:
grievanceofficer.dep@delhivery.com
11:11 AM (11 hours ago)
to me
Dear
Sir/Ma'am,
We apologise for the inconvenience caused. We would like to inform you that your shipment has been returned to the sender.
We request you to kindly contact your
merchant for further assistance regarding the shipment. Thank you for your
understanding.
Regards
Delhivery
Customer Support team
No explanation has been forwarded to me by the Delhivery Courier service for failure on their part to deliver the consignment:
THE NET RESULT OF MY UNPLEASANT EXPERIENCE:
- I have written off Yardley-London-India for supplying me any products and have purchased toiletry products from alternate vendors where the deliveries have been made to me very comfortably.
- I am still waiting for the REFUND FROM YARDLEY!!!!!
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