This week on The Engaging Marketeer, I’m likely going to land myself in trouble. The reason? I’m addressing companies with poor operating procedures, particularly how they handle customers when things go wrong. Something has happened recently, and I’m in the midst of dealing with it—potentially going to war, as I’ve done before.
For those unfamiliar, I have several online platforms that I set up to respond to companies that angered me. One of the earliest examples dates back to 2007. I ordered a Transformers Starscream Nerf blaster and an Acer mini laptop on Amazon, both delivered by Yodel. One parcel was thrown over my 8-foot garden fence in pouring rain and sat in a puddle for hours. Thankfully, it was the Nerf blaster, not the laptop, but this incident revealed how Yodel operates: throwing parcels over fences.
To highlight their poor practices, I created the platform Yodel Hell, which has since become a repository for complaints and evidence of their antics. The website and its Twitter account still operate, showcasing customer stories, driver confessions, and shocking delivery methods. All because of one mishandled delivery—a minor grievance turned long-standing grudge.
Another example involves Carphone Warehouse in 2004. I purchased two mobile phones and returned them days later, expecting a refund under their prominently advertised money-back guarantee. The store initially refused, claiming the policy didn’t apply to phones. After escalating to head office, they admitted the store was wrong and refunded me. By then, I’d already written a blog about their incompetence, which led to further clashes, including an employee masquerading as a satisfied customer—using her company email address! Naturally, I exposed her deception.
Don’t get me started on Direct Line Insurance or Royal Sun Alliance. I’ve battled these companies too, recording calls and making my case public. They lost.
This is my pattern: when mistreated, I escalate until justice is served
So, what’s angered me now? Recently, I’ve been redeveloping a house, investing over £100,000. Among the renovations was restoring a parquet wood floor, which cost £1,400 for the entire house. It looked stunning until a furniture delivery ruined it.
The furniture company, well-known for perpetual sales, delivered a sofa and armchair. I’d purchased a care plan and appreciated the salesperson’s approach. Before delivery, I was assured they’d use protective pads under the legs to avoid damaging the newly restored floor. Despite this, the floor was badly scratched during the delivery.
The delivery driver acknowledged the damage, took photos, and assured me the issue would be reported to head office within 24-48 hours. Trusting this process, I let them leave. Yet, wary of their commitment, I contacted the company via social media within five minutes, providing my order number and photos of the damage. They requested wider shots for context, which I supplied. Alarmingly, they informed me that the drivers hadn’t submitted the incident report, meaning the company wouldn’t accept liability.
This response infuriated me. How was I supposed to know the drivers needed to file the report before leaving? Customers don’t buy sofas frequently; it’s not common knowledge. Regardless, their refusal to take responsibility for the scratch—on a floor restored at great expense—was unacceptable.
I researched their responses to other customers on Twitter and found a troubling pattern. Many complaints followed the same script: damage caused by delivery teams, customers reporting it, and the company avoiding liability by claiming their drivers didn’t submit reports. It appears they’re dodging accountability by relying on this loophole, leaving customers to bear the cost of repairs.
In my case, they repeatedly referred to the damage as “alleged,” despite photographic evidence and my eyewitness account. This blatant refusal to take responsibility left me with two options: absorb the cost myself or retaliate. Which do you think I chose?
Here’s the lesson for businesses…
When something goes wrong, how you handle it determines whether customers become loyal advocates or lifelong detractors. Companies that dismiss complaints risk alienating customers and damaging their reputation. My experiences with Yodel, Carphone Warehouse, and others prove that mistreating customers can have lasting consequences.
For this furniture company, failing to address the damage to my floor will likely cost them more in the long run. I’ve already started documenting the incident, and my platforms are ready to hold them accountable. Businesses should learn: don’t anger your customers, and absolutely don’t anger me.
This has been a unique episode of The Engaging Marketeer. While not focused on marketing advice, it serves as a reminder to prioritise customer satisfaction. To the furniture company involved, you’ve declared war, and the fallout won’t be pretty. To everyone else, thanks for listening. Catch you next time.
About your host:
Darren has worked within digital marketing since the last century, and was the first in-house web designer for video games retailer GAME in the UK, known as Electronics Boutique in the States. After co-founding his own agency, Engage Web, in 2009, Darren has worked with clients around the world, including Australia, Canada and the USA.
iTunes: https://podcasts.apple.com/gb/podcast/engaging-marketeer/id1612454837
LinkedIn: https://www.linkedin.com/in/darrenjamieson/
Engaging Marketeer: https://engagingmarketeer.com
Engage Web: https://www.engageweb.co.uk
