Ripped off by Royal Mail

Valli

harryenfield123 wrote: »

I than called the customer service number provided by the Royal Mail. The explained that their policy changes a few months ago and that they depend upon the staff in the PostOffice to inform customers of this change.

He explained that i should also take the matter up with the Post Office as this is where the initial fault lay.

Have you followed the advice of RM customer services?

polskiegowLondynie

I hadn't heard of these changes but have noticed that the local main post office do now ask what is in a parcel when I take it to them. The smaller local one doesn't always do this.

Sorry to hear about the problems OP.

harryenfield123

Valli, yes i have, I have lodged a formal complaint with RM and then contacted the Post Office on the number they provided. Both of them were very polite and helpful and they provided reference numbers for the complaint. I can see your point about the Post Office counter staff but what I am really annoyed about is RM arbitrary decision to destroy the perfume and then return the remainder. Why not forward the remainder and inform her of their decision to destroy the perfume or simply just return the parcel complete. It appears counter intuitive to act in the way they did.

custardy

harryenfield123 wrote: »

Valli, yes i have, I have lodged a formal complaint with RM and then contacted the Post Office on the number they provided. Both of them were very polite and helpful and they provided reference numbers for the complaint. I can see your point about the Post Office counter staff but what I am really annoyed about is RM arbitrary decision to destroy the perfume and then return the remainder. Why not forward the remainder and inform her of their decision to destroy the perfume or simply just return the parcel complete. It appears counter intuitive to act in the way they did.

Did the perfume meet UK standards for inland mail?

harryenfield123

I do not doubt that the T&Cs are available off line too but generally speaking you need to be made aware of these changes. My mother has been doing this for years; she was not aware of the change. I recall that when there was a change to the classification of mail etc there was a big advertising campaign making customers aware of that change. I ahve noticed nothing on these new changes. I regularly use the Post Office myself and knew nothing of the changes, granted I have not been posting anything to New Zealand but nevertheless I was unaware of any change

harryenfield123

Custardy, yes it did

custardy

harryenfield123 wrote: »

I do not doubt that the T&Cs are available off line too but generally speaking you need to be made aware of these changes. My mother has been doing this for years; she was not aware of the change. I recall that when there was a change to the classification of mail etc there was a big advertising campaign making customers aware of that change. I ahve noticed nothing on these new changes. I regularly use the Post Office myself and knew nothing of the changes, granted I have not been posting anything to New Zealand but nevertheless I was unaware of any change

I posted the requirements for retail customers on perfume in this very thread
I would expect there to be at least one white poster showin the new prohibited items
I havent been in a PO yet that doesn't have one

As for the price in proportion changes,it was a far larger deal and 6+ years later people still dont get it

harryenfield123

Custardy, I expect there are lots of poster in most Post Offices, are you seriously saying that before you conduct what you assume is routine business that you should read every piece of paper stuck to the wall in the post office?

harryenfield123

Don't really understand your final point - the issue I am making is if there is a change, there is a need to publicise it.

Valli

They did publicise; they put up posters in the Post Offices.

Press releases were issued

http://www.royalmailgroup.com/reminder-updated-rules