Royal Mail really are worthless

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Soldato
Joined
22 Mar 2008
Posts
11,922
Location
London
So, was expecting a Special Delivery item today

Checked online tracking to make sure there is no issue ... it claims that my item was delivered ...

Call up RM Customer services asking "what's up"
The useless person on the other end tells me "you will need to wait 3-5 days to check the signature, only then will be we able to investigate where the item is"
I end up telling him that I am not interested in waiting for 5 days (to which he objects as he says it is the one and only procedure that there is) and want to know where they have managed to deliver my item to, since it clearly was not delivered to me.
Guy keeps telling me that I have to wait 5 days and that there is "no-one anywhere that will know anything until then"

The final straw with that guy is when he answers "well, all I can tell you is that your item was delivered somewhere in Oxford"
At that point I ask to speak to his manager, which he initially refuses to put me though saying that I will just be told exactly the same thing.

Finally get put through to the manager.

Ask again, what have they managed to do with my Special Delivery item.
At first I get the usual line about 3-5 days, when I ask why it takes 5 days for a signature to appear online she tells me "because they are entered manually"

I'm still not satisfied so ask why is it that they cannot find out which driver had the parcel in his van for delivery, and then found out where exactly he has managed to mis-deliver it.
Finally making progress, as she tells me that while she cannot do that, if I call the local depot place they should be able to find out.


JUST as I'm about to ask her for the number or if I can just be put though ... guess what, my NORMAL postman appears at the door with my SPECIAL DELIVERY item.



So let's recap ... an item that was supposed to be "guaranteed before 1pm" arrives AFTER 1pm, but the RM website "magically" claims that it was delivered on time and before 1pm (and in fact claims that it was delivered while it is still out for delivery).

Not only that, but I was also told 2 different lies on the phone.
Firstly, the first customer service guy claimed that "there is no way to know where the item is, you have to wait 5 days for the signature to appear online" ... that is a lie, as the manager woman told me that the local depot should know.
Secondly, the first customer service guy claimed that "my item was delivered somewhere within Oxford" ... that is another lie, as my item was still with the postman and out for delivery



The result, I do have my item, and also have a complaint filed against the local RM depot for being a bunch of lying gits with regards to "pre-signing parcels".


So yer, RM suck :(
 
Never had a problem with Royal Mail, always on time (if not early) top service.

FYI they are trialing RMSD with normal postman in a new van share scheme.

What time did you get the item?
 
Same thing happened to me, I sent my laptop back to ASUS for repair using special delivery, it was signed as being delivered the next day but had actually been completely lost in the system and didn't arrive for 2 weeks. I ended up contacting postwatch about that farce.
 
Vanquish-Storm said:
Never had a problem with Royal Mail, always on time (if not early) top service.

FYI they are trialing RMSD with normal postman in a new van share scheme.

What time did you get the item?
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1:30, so not that much after the "guaranteed by 1pm" time, but their online system claimed that it was delivered from before 12:30 (yes I spent 1 hour on the phone to RM trying to work out where the messed up).


Strife212 said:
Phoning customer service to complain that your parcel hasn't arrived on the same day it's meant to be arriving
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No phoning to ask why their online system says "item has been delivered" when it has not been (at least not to me)
 
Aye, they only have to deal with millions of parcels and the swines employ human beings who are actually known to make errors. Unbelievable isnt it.

That rant was just pointless, your parcel arrived, ok, after 1pm unfortunately. The system isnt exactly easy to manage when you have such a volume.

If you think that the person on the phone should know the whereabouts of a parcel so quickly, Then I think you are delusional.
 
Hedge said:
That rant was just pointless, your parcel arrived, ok, after 1pm unfortunately. The system isnt exactly easy to manage when you have such a volume.
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The system is automated surely ... like all companies use. Barcode is scanned, it logs in the system where the item is, what van # it is being loaded into, etc.


If you think that the person on the phone should know the whereabouts of a parcel so quickly, Then I think you are delusional.
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They should have access to information for all barcode scans, which would probably include a WHAT VAN # it is in, no?
 
Strife212 said:
The tracking system is a farce and the customer service is not much use but he still got his parcel, an entire 30 minutes late
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So you are saying that if you looked on the tracking system and it says your parcel was delivered but it hadn't been, you wouldn't phone customer service to ask "WTF?". Especially since it basically boils down to RM lying about delivery times so they don't have to refund RMSD costs.
 
wow... delays happen mate.
30mins after it's latest delivery time isn't something to cry about.

They mark it as delivered on the system at the depot just before they set out about delivering it to make their lives easier.
Other than their lies which you would have never experienced if you waited a while were yes wrong.

I could see your frustration if the item got to you all smashed up and broken, but for it not being delivered bang on 1pm or before... Serious? Patients is a virtue.
 
Had the postman, or someone else in the chain, signed for it himself? That would explain a fair bit of the weirdness.

That really winds me up when they do that.

"Signed for by your helpful postman!" they write on the box, before hefting it over the fence, such that if they've broken it - hey, tough poop - you signed for it.
 
Emphacy said:
They mark it as delivered on the system at the depot just before they set out about delivering it to make their lives easier.
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I don't care that the item was after 1pm, I do care that their system claims it has been delivered when it hasn't, and I also DO care when their staff tell me on the phone that it has been delivered when it hasn't.

The complaint lodged against the local depot by me is with regards to them pre-signing for items out on delivery, which is against the internal RM rules (so says the customer services manager woman) - which also means that it claims item was delivered on time when it hasn't been.
 
I have used royal mail tracking service before and found the parcel had been delivered even though I had just left it minutes b4 in the hands of the post office. So its impossible .

I think what happens is they re-use the tracking numbers after so many months and they are not as unique as assumed. Now this may not be the case but thats all I can think of...lol
 
rypt said:
I don't care that the item was after 1pm, I do care that their system claims it has been delivered when it hasn't, and I also DO care when their staff tell me on the phone that it has been delivered when it hasn't.

The complaint lodged against the local depot by me is with regards to them pre-signing for items out on delivery, which is against the internal RM rules (so says the customer services manager woman) - which also means that it claims item was delivered on time when it hasn't been.
Click to expand...

So someone had pre-signed it?

What a scrotum.
 
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