Royal Mail theft insures bleak Christmss for grandchildren

custardy

pistonvalve wrote: »

I am posting this in the hope someone on here can give some advice or pull some levers.

Last week I ordered over the net some gift vouchers from Toys-R-Us to the value of £80. They duly arrived last Thursday (27-11-14). On that same day I forward posted them together with a Christmas card to my grandchildren in North Somerset.

The postmaster at my local post office advised not to send recorded delivery (now called ‘sign for’) as compensation is limited to £50.00 but offered special delivery costing £7+ as the compensation limit was £500.00. As recorded delivery was going to cost £2 odd I took a punt knowing at worst I might loose £30, so the consignment went on its way using the ‘sign for’ service.

On Friday 28th about 1pm my daughter-in-law phoned to say letter received with Christmas card but no sign of the gift vouchers and there was signs of ‘tampering’ with the envelope. My immediate action was to phone Toys-R-Us and put a ‘stop’ on the vouchers, this was confirmed later as a ‘void’ had been placed but would not know until Tuesday if the vouchers had been used beforehand also they would not refund or replace if the ‘void’ was successful. So they would sit on my £80 for ever and a day!!

Royal Mail (RM) were contacted and ‘hid’ behind their terms and conditions – no compensation would be paid as vouchers were sent using the ‘sign-for’ service. RM were totally dis-interested that theft had taken place whilst the consignment was in their care and that the postmaster’s advice was wrong!! Customer services did take some details though.

Post Office Ltd were not interested but thought some re-training was necessary at my local post office. they added - The advice given by the postmaster was wrong and knowing the nature/value of the contents should not have accepted the letter using the ’sign-for’ service.

Clearly there has been a theft whilst in RM hands. Wrong advice was given by the post master – a matter for Post Office Ltd.

The potential loss of £80 may seem small to some but I am a 71 year old pensioner who can ill afford to lose this which took a long time to save up.

Advice please on the best way forward

Mike.

Just taking this back to the start. That £5 doesnt seem so bad now?

pistonvalve

Yep you are wise after the event!!

pistonvalve

I have established from Toys-R-Us that the gift cards have been voided, and to date have not been used, they cannot be used in future. Toys-R-Us will NOT refund or replace so they are sitting on my £80.00.


Surely this cannot be right?

Shrimply

pistonvalve wrote: »

I have established from Toys-R-Us that the gift cards have been voided, and to date have not been used, they cannot be used in future. Toys-R-Us will NOT refund or replace so they are sitting on my £80.00.


Surely this cannot be right?

Maybe a polite email to the CEO? I think it's morally wrong and I think if you talk to the right people in the right way they will replace the vouchers.

Although some people here seem to think it's suitable practice. So who knows.

pistonvalve

It is a US company, apparently their registered address is a firm of solicitors in London, Mmmmmm I cannot get passed Customer services!!

Shrimply

Mr Roger McLaughlan - UK Managing Director

McLaughR@toysrus.com

pistonvalve

You are a star Shrimpley.

pistonvalve

I have sent him an email, I am not sure if I can post a copy on here.

bazzyb

pistonvalve wrote: »

I have established from Toys-R-Us that the gift cards have been voided, and to date have not been used, they cannot be used in future. Toys-R-Us will NOT refund or replace so they are sitting on my £80.00.


Surely this cannot be right?

Did they give any justification for this?

custardy

bazzyb wrote: »

Did they give any justification for this?

. Toys R Us cannot be held responsible for lost/stolen cards. Damaged, altered or cancelled cards will not be accepted.

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