Yodel can’t find my ‘definitely not lost’ antique drum

Three months ago I sent a very precious antique African drum (djembe) I use for work to a repair shop in Stoke-on-Trent using Yodel Direct. It never arrived.

Initially, I was told the drum was “definitely” not lost as it had been scanned passing through Yodel’s Hatfield sorting office. I am desperate for someone to search properly for it and return it to me. It’s a large item, nearly a metre tall, so not easy to miss or get lost.

This instrument is a family heirloom and losing it has had a big impact on my mental health and has also meant missing out on work. I am being offered £350 compensation but I’ve discovered a like-for-like replacement costs close to £1,000.

OL, Malmesbury

Sending packages containing precious possessions is a leap of faith and Yodel has let you down. I asked it to revisit the search, and it says its security team carried out a thorough investigation. This included interviewing drivers, reviewing parcel logs and CCTV footage, and a thorough search of the depot. None of which turned up your drum.

Unfortunately, when you booked this courier service through the Parcel2Go website you paid for “parcel protection” but listed the drum’s value as £350. This is what you paid for it some years ago, not what a new one costs today. Yodel says the compensation reflects the coverage level chosen and is not prepared to go further.

Yodel said: “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.”