Royal mail redelivery problem - help

Emmamr

Hi there

I have been having issue with Royal Mail over the last couple of weeks about 2 Fee2Pay items I received notice of on 10th October. I paid both fees online but they have never been redelivered.

I have called the relevant delivery office who said they would deal with it and have been on the phone to Customer Services loads but they have not been any help really. One lady re-booked the delivery of the items for today, having said that she could see that they had the items but they haven't turned up yet. I called this am and was told they would be out today, then when they still hadn't turned up I decided and when I called again I spoke to a really unhelpful woman who said that they were waiting from a reply from the delivery office to see if they still have the items and can't help me at all!

How hard can it be to get a straight answer? I can't get to the delivery office myself as I don't drive and it is miles away and doing the usual only open for 2 hrs a day thing. The last lady said that she would call the delivery office in the next hour and got a bit snotty with me when I said that I have been told different things every time I have called and none have been true. She blamed it on her working in a different call centre from the one I spoke to this morning!?! Which is rubbish. I, for my many sins, also work in a call centre and I can still work out what is happening with something regardless of who the person who was dealing with something before was speaking to was!.

I am really scared the one items will get sent back to the US and I will never see it again.

Has anyone else experience anything like this with RM before? Any advice on what to do?

Thanks

(and sorry for the rant)

Emma

Ivory_Tinkler

Could you ask for the telephone number of the sorting office concerned and ring them yourself? I know that you should have received better service from Royal Mail but if it will prevent your parcel from being returned to sender then it may be your best option. Either that or contact Postwatch and ask if they can help (they have a website where you can contact info). Don't forget to put in a formal complaint too about the shoddy service you've received!

custardy

Ivory_Tinkler wrote: »

Could you ask for the telephone number of the sorting office concerned and ring them yourself? I know that you should have received better service from Royal Mail but if it will prevent your parcel from being returned to sender then it may be your best option. Either that or contact Postwatch and ask if they can help (they have a website where you can contact info). Don't forget to put in a formal complaint too about the shoddy service you've received!

numbers on the card & postwatch no longer exist

what were the items?
underpaid items or customs fee's,im assuming customs fee's if the item shows as being held

Emmamr

Hi there

Thanks for the replies. I tried calling the sorting office myself last week and they said they would deal with it but still no joy. I have been trying this week and it is either ringing out or engaged. And I do feel really sorry for the guys you speak to there, they just sound so harassed, they must be so busy.

One item is a customs charge item, the other one is a packet with underpaid postage. Not too worried about the latter as I know it will eventually wing its way back to the sender but know that the customs one will go bye-byes.

Will just have to keep everything crossed. I take it there is no other avenue to go down if Postwatch are no more?

Many thanks for your help
Emma

custardy

consumer direct now does what postcomm did seemingly
its very strange tbh,once a customs charge is paid via fee2pay then it comes through the CLEO (communication link every office) list which is what all the redeliveries come through on
customs charges are easy,just check the address,make sure the right payment is paid.then mark it paid and put it out with the other redeliveries for the next day
theres some other stuff to do to take it off your office account but thats neither here nor there
i work in a very busy office so if we can do it then any office can
i really dont see the issue

what you can do (its a naughty trick) is try phoneing the delivery office number but change the last digit.in bigger offices with multiple phone lines ,they are often sequential
eg in our office the callers desk is 4701,4 managers offices 4702-5 and the main manager is 4706
just be ready incase you dial the fax number
however some offices only have 1 phone lol

Emmamr

Thanks Custardy, I'll try that tomorrow!

I think why I am so annoyed is that in the past I have had seamless delivery for customs charges like this so I know is really shouldn't be this hard.

You never know, I might get them delivered tomorrow. Thanks for your help and advice.

Emma