Royal Mail Complaint- Help

mapleinuk

Hi, this is my first post and regretfully, it's not a good one. I need help about complaining to royal mail about undelivered item. The story is a bit long, so please bear with me.
I asked a friend to buy something for me from Italy and asked him to send it to me here in UK. He used a tracking service and last week, 08/05 when I checked in the royal mail website, it said there the item has been delivered.
Im a student living in the uni hall, so basically everything that has been sent to me is received and signed by the porters. But on that day when I asked the porter, the porter told me that he didnt have anything for me.
I was quite puzzled since I've checked the royal mail website. I checked again and try to look for the electronic proof of delivery (epod), but its not available yet. I called RM again they ask me to wait for 3 days for the epod.
When finally after 3 days, the epod shows that the porter indeed signed for the item, but the epod also shows that the porter change the number of the item received from 6 to 5.And the epod for all the six ref no is the same exact one, so the porter only signed once for six, not signed it individually. It is apparently a normal procedures for bulk delivery
I love to buy online and and so far never lost an item before, so I kinda trust the porter. The problem is that Royal Mail wouldnt acknowledge my problem, and they keep insisting that the item has been delivered.
I've called them everyday since, and one of the customer service officer ask me to send in the claim form, but one of them contradicting it that it will just waste my time cos it is international item so I wouldnt able to claim through royal mail. As far as they concern, the problem has been resolved and the item has been delivered.
What should I do now

frivolous_fay

If you have proof of delivery online showing the porter's signature, show it to him and ask him where he delivered it. If RM can go so far as to prove the PERSON who signed for it, and you know that person... really the ball is in your court

mapleinuk

The problem is it is bulk delivery, so only 1 sign for all the six item. And I believe the porter when he say he only receive 5, the only reason he signed cos the list that being given to him by the postman has been altered from 6 to 5.

I've seen the epod in the RM website and it shown that the number 6 has been altered to 5, but the wording 'six' is the same. I've asked the RM why is it being altered, the answer they gave me is that the postman cannot recalled why. I told them that it is unacceptable answer, but as far as they concern the item has been delivered, but they do flag the delivery as a problem one in their system

Their only advice is to talk to my friend and ask him to claim with postal italy.