Royal Mail Special Delivery

Neilmack

Neilmack

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Hitherto I had thought of them as at least reliable, even if expensive.

Until today.

Posted a parcel yesterday. Guaranteed delivery by 1pm. No show. It's on their tracking page - "we've got it" the page cheerily announces, correctly acknowledging the Post Office and time handed in. And that's it.

Contacted their Anti-Customer Unhelp Service. "It's probably still at the Post office - why don't you go in and ask?" quoth the operative.

I suggested it was the Royal Mail's place to chase up.

"Ah well, no, the Post Office and Royal Mail are separate companies" the fool says.

"So what? The Post Office is your agent, and your system acknowledges that you have it" I respond "Are you going to chase it up?

"not until 5th December, the dolt responds.

"Why? it's already overdue." I counter

"Our procedures" Jobsworth informs me.

And that's it. Hopeless, helpless, and useless. In May this year, the Times reported that the buffoon running the mail had a 23% pay increase, carrying her package to £1.9 million. Worth every penny, though few of the pounds.
 
Put a claim in, you paid for a service you haven't got.
I rang customer services several times until I got one that knew what she was doing and got my refund.
The package was delivered two days late when I paid for next day.
 
I sold something here was delivered late using rmsd. They refunded my costs without question
 
From the RM website:-
"When you’re sending something important or valuable, you need to know it’s secure at every stage of the delivery.
With our Special Delivery Guaranteed™ services your item will arrive safely, and on time, or we’ll give you your money back."

Of course it may be that the tracking result has not been updated because of Xmas pressure.
 
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We ship 1000s of items via Royal Mail every month and they are far more reliable than most of the so called courier companies.

Sure, sometimes thing are delayed and we loose half a dozen items a year. Just put in a claim and get a refund for the postage. With the amount of post they are dealing with at this time of year it is inevitable that they won’t get it right 100% of the time.
 
wontolla said:
Put a claim in, you paid for a service you haven't got.
I rang customer services several times until I got one that knew what she was doing and got my refund.
The package was delivered two days late when I paid for next day.
Click to expand...

I had to do that early this year in respect of a delayed item. I eventually got the pre-specified compensation for failing to provide the service I had paid for, but it took over two months and several complaints including a final one to the head bummer (bummer being an appropriate term).
 
Neilmack said:
Hitherto I had thought of them as at least reliable, even if expensive.

Until today.

Posted a parcel yesterday. Guaranteed delivery by 1pm. No show. It's on their tracking page - "we've got it" the page cheerily announces, correctly acknowledging the Post Office and time handed in. And that's it.

Contacted their Anti-Customer Unhelp Service. "It's probably still at the Post office - why don't you go in and ask?" quoth the operative.

I suggested it was the Royal Mail's place to chase up.

"Ah well, no, the Post Office and Royal Mail are separate companies" the fool says.

"So what? The Post Office is your agent, and your system acknowledges that you have it" I respond "Are you going to chase it up?

"not until 5th December, the dolt responds.

"Why? it's already overdue." I counter

"Our procedures" Jobsworth informs me.

And that's it. Hopeless, helpless, and useless. In May this year, the Times reported that the buffoon running the mail had a 23% pay increase, carrying her package to £1.9 million. Worth every penny, though few of the pounds.
Click to expand...
We have had this discussion a few times on TP and the fact that RM and PO are actually 2 different entities, the latter acting as Agent for the former and as such one would have thought liable in a moral sense at least to chase up your "loss" but apparently not. Similar thing happened to me regarding some documents earlier this year and I met exactly the same response from RM/PO and not much support on here either.
It would appear that getting most items delivered on time/undamaged is sufficient, to them and the public in general but it all seems to fall apart as far as customer service is concerned when it goes wrong, which apparently because of their size is possible from time to time. Be nice though if PO/RM sorted it out between themselves instead of leaving the customer in limboland.
Matt
 
That's not actually that bad, try dealing with UK Mail. I ordered something on 9th November and I still don't have it. I've rescheduled the delivery 3 times and so has the sender. It's now due to be delivered today but according to tracking it's still at their warehouse. Been going on for weeks. Typically item is out of stock everywhere so no point in getting a refund and rebutting (yet). I think it's also impossible to speak to a person at the company as all their phone lines are automated.
 
BBR said:
When all else fails email CEO, or even better, email senior manager and cc the CEO. You can usually find the names on LinkedIn or Google.
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They will forward your complaint to the customer services department - or at least their staff will as CEOs do not read all their letters and emails - and you will achieve an unnecessary delay.
 
john.margetts said:
They will forward your complaint to the customer services department - or at least their staff will as CEOs do not read all their letters and emails - and you will achieve an unnecessary delay.
Click to expand...
Of course it gets forwarded on, but with a ‘positive response required by’ note attached.

I’ve been involved in these processes, Brian is spot on.
 
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Neilmack said:
Hitherto I had thought of them as at least reliable, even if expensive.

Until today.

Posted a parcel yesterday. Guaranteed delivery by 1pm. No show. It's on their tracking page - "we've got it" the page cheerily announces, correctly acknowledging the Post Office and time handed in. And that's it.

Contacted their Anti-Customer Unhelp Service. "It's probably still at the Post office - why don't you go in and ask?" quoth the operative.

I suggested it was the Royal Mail's place to chase up.

"Ah well, no, the Post Office and Royal Mail are separate companies" the fool says.

"So what? The Post Office is your agent, and your system acknowledges that you have it" I respond "Are you going to chase it up?

"not until 5th December, the dolt responds.

"Why? it's already overdue." I counter

"Our procedures" Jobsworth informs me.

And that's it. Hopeless, helpless, and useless. In May this year, the Times reported that the buffoon running the mail had a 23% pay increase, carrying her package to £1.9 million. Worth every penny, though few of the pounds.
Click to expand...
So has it arrived and when did it arrive?
 
boyfalldown said:
I sold something here was delivered late using rmsd. They refunded my costs without question
Click to expand...

So....here's my plan for running Royal Mail.

1. Charge a load extra from RMSD and "guarantee" next day delievry
2. Don't bother trying - I mean lots of stuff gets there next day anyway - there's no point spending time or worse money trying to improve things.
3. When something it late and the original sender bothers enough to complain, refund the extra you charged in step 1 cheerfully and promptly.
4. Keep the extra money you made in step 1 for stuff that happened to arrive on time or where the sender didn't complain.

That should be enough to fund a 23% pay rise. Business, innit?
 
Sent about a hundred parcels by RM Special Delivery and never had a problem.
 
Peter B said:
So has it arrived and when did it arrive?
Click to expand...
Reappeared on the tracking system on Thursday morning, and was delivered. Parcel was unmarked, and absolutely intact. No explanation. Needless to say, I'd given the buyer his money back in the meantime. He, being impeccably honest, sent it straight back on receipt of goods. But that pantomime, and the attendant gnashing of teeth all quite unnecessary. Post Office staff did their best to be helpful, as did the local sorting office. The rest of Royal Mail. not so much.
 
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