Royal Mail Destroyed my Package

Naresh

Hi,
I posted a package on 23rd Jan 2013 via Airsure with extra insurance to Portugal.
I asked the counter staff if the bottle of perfume would arrive in time for Valentines day. They specifically said that it would arrive in time.
When I chased up customer services they said the bottle would be retuned to me.
I subsequently found out that it has now been destroyed.
I have been through 5 levels of appeals to the post office including the final level of writing to the Chairman of the Royal Mail Group.
All 5 appeals for the documented value of 69.99 have been rejected. Even the refund postage of 17.06 for an undelivered package has been rejected.
Are RMG / Post Office Counters exempt from Small claims court by "Exclusion of liability" ?

ombudsman-style scheme Postal Redress Service(POSTRS) have said they do not cover Royal Mail Airsure.
Mr. Donald Brydon CBE
Royal Mail Group Chairman
has said that I should seek legal advice
I cannot afford legal advice as there is no cap to the costs when going up against the unfairness of a giant corporation.
can anyone help ?

Can I claim on the insurance that I purchased with the Airsure service as there is no information anywhere on the royal mail or post office web site.

Do I have any consumer rights when dealing with the Post Office

Kind Regards and Best Wishes

Andy_L

Why have they rejected you claim? Is it because the perfume is on the list of "prohibited item" eg its flammable and/or an aerosol

http://www.royalmail.com/business/help-and-support/tell-me-about-prohibited-goods-overseas-mail

MamaMoo_2

As Andy L says, perfume is a prohibited item and should not be sent through the postal system. Should you still send it, then you forfeit any right to compensation. I'm quite surprised you weren't informed of this at the start of your claim.

custardy

Naresh wrote: »

Hi,
I posted a package on 23rd Jan 2013 via Airsure with extra insurance to Portugal.
I asked the counter staff if the bottle of perfume would arrive in time for Valentines day. They specifically said that it would arrive in time.
When I chased up customer services they said the bottle would be retuned to me.
I subsequently found out that it has now been destroyed.
I have been through 5 levels of appeals to the post office including the final level of writing to the Chairman of the Royal Mail Group.
All 5 appeals for the documented value of 69.99 have been rejected. Even the refund postage of 17.06 for an undelivered package has been rejected.
Are RMG / Post Office Counters exempt from Small claims court by "Exclusion of liability" ?

ombudsman-style scheme Postal Redress Service(POSTRS) have said they do not cover Royal Mail Airsure.
Mr. Donald Brydon CBE
Royal Mail Group Chairman
has said that I should seek legal advice
I cannot afford legal advice as there is no cap to the costs when going up against the unfairness of a giant corporation.
can anyone help ?

Can I claim on the insurance that I purchased with the Airsure service as there is no information anywhere on the royal mail or post office web site.

Do I have any consumer rights when dealing with the Post Office

Kind Regards and Best Wishes

all that work and you havent even 'found' whats covered by Airsure?


http://www.royalmail.com/personal/help-and-support/Tell-me-about-Prohibited-Goods-overseas

heres the prohibited goods list for international

http://www.royalmail.com/personal/help-and-support/Tell-me-about-Restricted-Goods-overseas

restricted goods

So first you need to check if what you send is allowed to be carried
Also check your packaging met the requirements on the RM site

Your opening post isnt clear.
Did it arrive late,damaged or what?

Wywth

Naresh wrote: »

...I cannot afford legal advice ...

Try your local CAB office. They can usually provide you with a list of local solicitors that will provide 30 minutes legal advice free of charge

Naresh

I was not given any warnings that they would not carry the perfume.
Now they give plenty of visual and verbal warnings that perfume is not allowed.
Prior to January 2013 this was not an issue.

Naresh

custardy wrote: »

Your opening post isnt clear.
Did it arrive late,damaged or what?

Package was destroyed before it even left the country

Naresh

MamaMoo wrote: »

As Andy L says, perfume is a prohibited item and should not be sent through the postal system. Should you still send it, then you forfeit any right to compensation. I'm quite surprised you weren't informed of this at the start of your claim.

I was not informed at the time of posting.
Post Office introduced new regulations approx a week or two earlier.
Their staff was supposed to warn customers that perfume could no longer be shipped by Airsure or Airmail.
They do now, but at the time of posting I was not warned.
Insurance was also purchased without telling me that I could never claim.

Naresh

Andy_L wrote: »

Why have they rejected you claim? Is it because the perfume is on the list of "prohibited item" eg its flammable and/or an aerosol

http://www.royalmail.com/business/help-and-support/tell-me-about-prohibited-goods-overseas-mail

At the time of posting they were supposed to warn me that they would not accept perfume. They do now but at the time there was no warning.
They just accepted the parcel without telling me that new regulations had just been introduced that would result in my package being destroyed.

Now they are very strict about informing customers, but at the time nothing was said about destruction of property.

custardy

Naresh wrote: »

I was not informed at the time of posting.
Post Office introduced new regulations approx a week or two earlier.
Their staff was supposed to warn customers that perfume could no longer be shipped by Airsure or Airmail.
They do now, but at the time of posting I was not warned.
Insurance was also purchased without telling me that I could never claim.

On the 14th of January
every Post Office I have been in has white posters up about it

http://www.royalmail.com/sites/default/files/International-prohibitions-and-restrictions-leaflet-consumers_0.pdf

The most I could see you arguing for is a return on postage paid

Slowhand

custardy wrote: »

On the 14th of January
every Post Office I have been in has white posters up about it

http://www.royalmail.com/sites/default/files/International-prohibitions-and-restrictions-leaflet-consumers_0.pdf

The most I could see you arguing for is a return on postage paid

How many Post Offices were you in on the 14 of January? Zero, one, 10?