Royal Mail delivery question

[titaniumx3]

Hi all! I recently sent an item via Royal Mail Special Delivery with guaranteed next day delivery. I posted the item at my post office at 14:19 on 04/06/13. For whatever reason the item wasn't delivered the next day and instead a day later, on 06/06/13. I'm now filling in the form for a refund due to the delay, but the thing is, on the royal mail tracking site, it gives me the following message when I use the tracking number:

Your item with reference ********* was delivered from our ******* Delivery Office on 06/06/13 .

Thank you for using this service. We can confirm that this item was delivered before the guaranteed time.

The electronic Proof of Delivery may not be available for this item yet. Please allow up to 72 hours after delivery before checking.

How is this possible? I have receipt here saying that I posted the item on 04/06/13 and before the last collection at the post office. It clearly wasn't posted the next day, hence they failed in their next day guarantee.

Is this a common error on their part? Or do they have some twisted way to scam customers when the **** up their deliveries?

Just want to get my goddamn £11 back from these ****** and never use their ***** service again.

 

[Merlin5]

Clearly they've cocked up.

1. Wasn't next day delivery as you'd paid for.
2. They have their information wrong as the guaranteed time was meant to be 5/6/13.


Just give them hell.

 

[arknor]

just email them there customer support via email has always been good when I have had problems like the time the post office claimed my passport documents wouldn't be accepted even though they were fine... (silly bint wouldn't have it but some people born before a certain date do not have full birth certificates because they did not exist back then)
got my passport check and send refunded (they just sent a cheque to my house)

 

[Cr4zy]

Unless they specifically told you when you sent it that you missed last collection, then they messed up. If they did it would have been sent the following day and arrived next day from when it left the post office.

 

[davido_labido]

probably just a small mess up from them, chill out, fill the form in, give it them back, get your money. simples.

 

[Brenn]

Give them a call on 08457 001 200, or if you want to trust me the ref number I'll do a gull audit trail for you at work tomorrow.

 

[Deleted member 66701]

Or the person wasn't in when they tried to originally deliver and picked the item up from the post office the next day?

Pick up = delivery date.

 

[titaniumx3]

Thanks, I will just give em a call tomorrow. It's not even about the money, just a little peeved that they wrote that it was delivered on time, when it wasn't. Got my knickers in a twist for some reason.

 

[asim18]

Yep I've had this before. It's because no one answered on the first day and a card was left. At this point the delivery target resets and is then guaranteed for the next day.

 

[titaniumx3]

Yep I've had this before. It's because no one answered on the first day and a card was left. At this point the delivery target resets and is then guaranteed for the next day.

The package I sent wasn't sent out for delivery yesterday, it even said this on the tracking site. Apparently the item only got to their depot or whatever, yesterday and was due for delivery the next day.

 

[asim18]

Hmm was it to any of these locations, if not you should be getting your postage back:

Where in the UK do you deliver?
We deliver throughout the UK. However, there are certain delivery restrictions in particular areas.

We can’t guarantee delivery by 9am to the following postcode areas:

AB30-39, 41-45, 51-56
BD23-24
BT 35, 44, 47, 51, 53, 54, 70-71, 76, 77, 81, 92-94
DG 9 (7&9)
FK 17-21
GY 1-9
HG 3
HS 1-9
IM (all except IM1)
IV (all except IV1)
LA 18, 20
LD 1-4, 6
LN 4-6, 10
KA 27,28
KW All
PA 20-49
PH 15-50
PL 29 (3)
PO 30-41
SY 25
TR 12-13, 17-26
YO 41, 43, 51, 60-62
ZE 1-3

We deliver by 5.30pm the next working day in the following postcode areas:

Mainland
AB30-56 Aberdeen
IV21-28, 40, 52, 54 Inverness
KW1-14 Orkney
PA28-38 Argyll
PH15, 17-26 Perthshire
PH31-40 Perthshire
PH49 Ballachulish
PH50 Kinlochleven
Islands
HS1 Stornoway (Lewis)
HS3 Harris
HS4 Scalpay
HS5 Leverburgh
HS6 N Uist
HS7 Benbecula

HS8 Erisksay
HS8 S Uist
HS9 Castlebay (Barra)
IV41-51, 55-56 Skye
KA27 Arran
KA28 Cumbrae
PA20 (0&9) town only

PA41 Gigha
PA42-49 Islay
PA60 Jura
PA77 Tiree
KW15 Kirkwall Town
KW16 Stromness Town only
GY9 Alderney (Channel Islands)
ZE1 Lerwick (Shetlands)

We deliver within two working days by 5.30pm to the following islands:

GY1 Herm only (Channel Islands)
GY9 Sark (Channel Islands)
HS2 Lewis
PA61 Colonsay
PA62-75 Mull
PA78 Coll
ZE2-3 Shetlands

We deliver within three working days by 5.30pm to the following islands:

KW16-17 Orkney
PH30 Corrour
PH41 Mallaig
PH42 Eigg & Kuck
PH43-44 Rhum & Canna

 

[Merlin5]

Unless they specifically told you when you sent it that you missed last collection, then they messed up. If they did it would have been sent the following day and arrived next day from when it left the post office.

We can confirm that this item was delivered before the guaranteed time.

Even if he'd missed last collection and it was sent on the 5th instead of the 4th, to arrive next day (the 6th), it still doesn't make sense them saying it arrived 'before' the guaranteed time. The guaranteed time was either the 5th or the 6th latest. Their statement seems to make out the guaranteed time would have been the 7th.

 

[Feek]

*insert some comment about postmen, snow and delivery*

or something

 

[Gazanimal]

Or the person wasn't in when they tried to originally deliver and picked the item up from the post office the next day?

Pick up = delivery date.

This is the probable answer.

If they attempted delivery on the 5th before 1pm and nobody was in the item would have been scanned in as "Not Delivered" Reason "No Answer". The recipient would have been left a 739 card (Red "We have something for you" card)

That would show it on the system as being attempted delivery before the 1pm time that you requested, so RM have attempted delivery on time. Even if the recipient requests a re-delivery they will get it the day they request, but not before 1pm as the time is only guaranteed once.

Once the recipient has gone to collect the item, on the 6th June it falls outside the Next Day specification of the product but the Guarantee is that they will attempt to deliver Next Working Day which they did.

If they didn't attempt delivery until the 6th then you have a right to claim your postage back. The wording is a bit ambiguous tbh, but that's RM all over

The full audit trail will show what happened too it.

(Postie Gaz )