I'm not sure things are that simple. It is interesting, for example, that you see the problem as being with Yodel rather than the original company who took the decision to use Yodel. An arrangement that keeps the price as low as possible for most customers even if it seriously disadvantages a significant number of customers is something that BigCompany is probably happy with. Even more so if all the flak ends up with the delivery company, and if repeat business is not the main concern. A higher price for all with better delivery for some is less appealing to BigCompany. And its probably also acceptable to them if your are prepared to spend hours sorting it out, whether by phone or by travelling to get it. The first costs them more, of course, but it is tiny in the grand scheme of things.