Having a fight with RM at the moment - well I say fight, they're just banging my head against a brick wall while I can't do much.
Sold a member here some ram 3 weeks ago, sent it RMSD, showed as signed and delivered the next day. Day after the member emails to ask when it should arrive. Hence conversation with RM on the phone, being told to enter a compensation claim. That almost immediately gets refused on the basis it's signed for, delivered with GPS tracking info at recipients address.
RM admit the postman has signed for it as it's covid/etc and wasn't signed by the recipient 'As your item was delivered during the period we weren't capturing signatures, due to the corona virus, the post person has entered XP1' in the signature box to record the delivery' they've not yet answered my question where the postman left the parcel despite emphasising this question multiple times. Too big to fit through a letterbox as i'm a bit overboard with my packing as anyone who's bought from me on MM over the years can attest to.
Escalate to next stage, get a reply the day after parroting what the first compensation claim said, signed, GPS data, etc - they suggest I escalate to Postal Review board if not happy, which I did last week. Awaiting their outcome now.
Buyer paid £195 so sent RMSD with the view that it's very robust and covers me, also before someone makes the obvious comment, I am taking the buyer at their word it wasn't delivered, have asked them to open a claim at their side as it's harder for RM to tell them as the recipient 'yes, you've had this parcel'
/rant - just hugely frustrated as RMSD has been bulletproof up until now and going to be £200 worse off shortly. I have little faith the Postal Review board will give a different outcome despite claiming to be 'ring fenced' and sitting outside of RM customer services.
UPDATE - 12/10/2021
Sold a member here some ram 3 weeks ago, sent it RMSD, showed as signed and delivered the next day. Day after the member emails to ask when it should arrive. Hence conversation with RM on the phone, being told to enter a compensation claim. That almost immediately gets refused on the basis it's signed for, delivered with GPS tracking info at recipients address.
RM admit the postman has signed for it as it's covid/etc and wasn't signed by the recipient 'As your item was delivered during the period we weren't capturing signatures, due to the corona virus, the post person has entered XP1' in the signature box to record the delivery' they've not yet answered my question where the postman left the parcel despite emphasising this question multiple times. Too big to fit through a letterbox as i'm a bit overboard with my packing as anyone who's bought from me on MM over the years can attest to.
Escalate to next stage, get a reply the day after parroting what the first compensation claim said, signed, GPS data, etc - they suggest I escalate to Postal Review board if not happy, which I did last week. Awaiting their outcome now.
Buyer paid £195 so sent RMSD with the view that it's very robust and covers me, also before someone makes the obvious comment, I am taking the buyer at their word it wasn't delivered, have asked them to open a claim at their side as it's harder for RM to tell them as the recipient 'yes, you've had this parcel'
/rant - just hugely frustrated as RMSD has been bulletproof up until now and going to be £200 worse off shortly. I have little faith the Postal Review board will give a different outcome despite claiming to be 'ring fenced' and sitting outside of RM customer services.
UPDATE - 12/10/2021
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