Royal Mail "MAILSORT" No Compensation!

tulse_luper

I received items 4 days apart though dispatched same time, from HMV online and Royal Mail state:

" I would also like to explain our compensation scheme for delayed
mail covers First class and Second class letters, Standard Parcels and
items sent by Special Delivery. Bulk mailings posted using our Mailsort and
pre-paid services are not covered by this scheme."

Carol Wilson
Royal Mail Customer Service Advisor"

What is MAILSORT? Never seen this mentioned on the many online shop sites but seems if used the item can be delivered as late as R Mail wants with NO compensation possible?

This must affect MILLIONS of online customers who have NOT been forewarned that their deliveries are exempt from compensation?

Does this need a higher profile raising on the shop sites? R Mail just received billions in Govt loan too!

smcaul

From what i can remember (and it has been a while since I worked for them) Mailsort is where the sender pre sorts the mail into bags/cages for delivery to the relevent main delivery offices for RM - this cuts down on the amout of mail having to be sorted by RM and so the sender gets a discount. The down side is that RM don't know when an item has been sent(as it never entered into the normal system) and so exclude it from their compensation.

Also, you should be claiming compensation from the sender, not from RM, RM won't accept a claim from the receiver, it has to come from the sender - so I think your problems lie there, not with RM.

tulse_luper

Ta for the explanation and wonder how much money the companies sorting their own mail save. Will all of the online companies (CD Wow, Play Blah Amazon) do this I wonder.

Still seems that the customer who has mail lost or delayed is stuck in the middle with the sender stating they have done their bit and Royal Mail not having to say anything if they have a blanket No Compensation attitude to the poor consumer who is forced to use Mailsort if they wish to access the online shops.

Interesting is this reply from the HMV boss:

"You may like to carry out a search on the Internet to read recent articles with regards to the service provided by Royal Mail, and also the current levels of theft experienced. A good web site to use is https://www.bbc.co.uk/news and then carry out a search under 'Royal Mail'. As a company HMV have to bear a yearly loss of 0.75% of sales due to loss within the Royal Mail system.

Andrew Cherrett
ECommerce Customer Service Manager
www.hmv.co.uk"

Who is telling the truth?

smcaul

I think Mr Cherrett is very silly replying like that - at the end of the day they choose who they use as their delivery agent, not the customer therefore it is their responsibilty until the item is in your possesion, you may wish to remind him of his obligations and state that his company is responsible until the item drops on your door mat. You may wish to remind him that RM is not the only courier out there, but they are the cheapest, hence why they are using them!!