Royal Mail have lost my parcel in July and have been ignoring me for a long time

spira9

I posted an expensive package via Royal Mail tracked service and have all the receipts to prove this. Looking at the tracking the item has never been attempted to deliver and instead it now reads 'in item retention'. This is back in July. I've spoken to the buyer on ebay and they complained to me that they never got the item and the tracking doesn't work. So I refunded them and contacted Royal Mail many times over the past few months.

Everytime I contacted Royal Mail I was told they would get back to me but they never did. This was by email and phone calls mutiple times. When I did get a reply it was always different. 'Your parcel will be sent back to you'. 'Your parcel is lost'. 'The address you sent it to is wrong'. The address is correct as the buyer has over 1000 feedback on ebay.

So after getting no where with this I gave in and put in claim form. It says on their website it can take up to 30 days for them to reply... this was back in August and I got didn't get any replies. So I contacted them again and they just ignore my emails. Eventually one person did reply and they told me I will be getting a letter about it in the next few days. No letter has comes through and that was almost a month ago. I tried emailing them again but I just get ignored.

What am I to do? The people on the phone are useless as they just say they don't know or will get back to me. I don't think I am going to get my parcel or money back. The contents of the parcel sold for over £150 so it's a lot of money. I think someone at the post office has stolen it.

Any ideas how I can sue Royal Mail for this?

forgotmyname

What was the parcel insured for? Was it an excluded item?

spira9

Yep it's insured and no it's not an excluded item.

waamo

Send them a Letter Before Action detailing what you expect them to do. Google for examples.

If they ignore it then launch a court claim.

Before you do that though it's worth going through their complaints procedure as this gives access to an Ombudsman. That's a zero cost and risk free option.

Link if you are a business
https://business.help.royalmail.com/app/answers/detail/a_id/307/~/how-do-i-make-a-complaint%3F

Link for personal customers

https://personal.help.royalmail.com/app/answers/detail/a_id/307

custardy

spira9 wrote: »

I posted an expensive package via Royal Mail tracked service and have all the receipts to prove this. Looking at the tracking the item has never been attempted to deliver and instead it now reads 'in item retention'. This is back in July. I've spoken to the buyer on ebay and they complained to me that they never got the item and the tracking doesn't work. So I refunded them and contacted Royal Mail many times over the past few months.

Everytime I contacted Royal Mail I was told they would get back to me but they never did. This was by email and phone calls mutiple times. When I did get a reply it was always different. 'Your parcel will be sent back to you'. 'Your parcel is lost'. 'The address you sent it to is wrong'. The address is correct as the buyer has over 1000 feedback on ebay.

So after getting no where with this I gave in and put in claim form. It says on their website it can take up to 30 days for them to reply... this was back in August and I got didn't get any replies. So I contacted them again and they just ignore my emails. Eventually one person did reply and they told me I will be getting a letter about it in the next few days. No letter has comes through and that was almost a month ago. I tried emailing them again but I just get ignored.

What am I to do? The people on the phone are useless as they just say they don't know or will get back to me. I don't think I am going to get my parcel or money back. The contents of the parcel sold for over £150 so it's a lot of money. I think someone at the post office has stolen it.

Any ideas how I can sue Royal Mail for this?

Post up the tracking details to show what it actually shows.
I assume this was Special Delivery?

Gavin83

spira9 wrote: »

The contents of the parcel sold for over £150 so it's a lot of money. I think someone at the post office has stolen it.

I'm assuming this is less than what you paid for it?