Royal Mail lost whole batch of parcels sent!

TheGirlDetective

Advice would be good here!

Last week I posted 7 parcels via click and drop as per usual. They were scanned at the customer service depot and I have stamped POP. Only one parcel has arrived. It is a mix of signed and non signed. Even the signed items just show the acceptance scan and no further details.

I am going to go to the depot this morning but dont want to just be fobbed off. They have obviously done something very wrong for 6 to be missing. My guess is they have never left the depot.

Any advice on the best way to proceed with this as I am feeling very stressed about it!

soolin

TheGirlDetective wrote: »

Advice would be good here!

Last week I posted 7 parcels via click and drop as per usual. They were scanned at the customer service depot and I have stamped POP. Only one parcel has arrived. It is a mix of signed and non signed. Even the signed items just show the acceptance scan and no further details.

I am going to go to the depot this morning but dont want to just be fobbed off. They have obviously done something very wrong for 6 to be missing. My guess is they have never left the depot.

Any advice on the best way to proceed with this as I am feeling very stressed about it!

What day last week were they sent?

TheGirlDetective

They were all sent on Tuesday. I've been to the customer service point and they have had a quick look for them but cant see them. They checked the numbers and can only see the local acceptance scans for all.

They have given me a number to call and I am going to ring them when my little one goes for a nap.

I am only a small seller and just trying to bring some money in while I have a young baby. Potentially having to refund over £120 before Christmas is going to make things very tight for me.

I am keeping my customers updated but if they don't appear soon I will need to refund or risk negative feedback.

TheGirlDetective

Phoned the number and they are beyond unhelpful. I can put in a claim after the 13th November and that's it. Looks like I will be refunding out of my own pocket and having to try and claim it back from Royal Mail

custardy

TheGirlDetective wrote: »

Phoned the number and they are beyond unhelpful. I can put in a claim after the 13th November and that's it. Looks like I will be refunding out of my own pocket and having to try and claim it back from Royal Mail

Define helpful.
THey cant wave a magic wand and give you an answer for something they dont know.
If they arent in the depot then they were collected and taken to a mail centre.
1 is delivered.
Have 6 of your customers contacted you?
2D barcodes and signed for barcodes gets the same updates on the customer site.
So there wouldn't really be any difference.

TheGirlDetective

custardy wrote: »

Define helpful.
THey cant wave a magic wand and give you an answer for something they dont know.
If they arent in the depot then they were collected and taken to a mail centre.
1 is delivered.
Have 6 of your customers contacted you?
2D barcodes and signed for barcodes gets the same updates on the customer site.
So there wouldn't really be any difference.

At the depot they told me to call as the customer service line had access to more scan data, such as when it passes through the mail centre and this could provide clues to what has happened. On the phone they refused and said they weren't lost yet as it is 10 working days from expected date of delivery. They also would not explain the complaints procedure as again it has not been 10 days. I dont find that very helpful and dont expect them to wave a magic wand but give me an idea of options so I can decide what is best to do next.

6 customers have contacted me. They are all scanned in to the depot and nothing from there. The delivered order arrived exactly on time. If it was one parcel it would be annoying but understandable, errors can happen in any organisation but 6... I am very stressed and frustrated as I really cant afford this right now.

ballisticbrian

I had a whole sack of items squashed "like pancakes" according to various recipients, but rather than get a letter concerning whatever happened, I just had to wait to get questions from each customer and then raise individual claims with Royal Mail. Then, being a business customer, I had to wait for the inevitable emails saying they wanted photos of the insides of the boxes as well, and various other seemingly pointless quibbles with my claims.

custardy

TheGirlDetective wrote: »

At the depot they told me to call as the customer service line had access to more scan data, such as when it passes through the mail centre and this could provide clues to what has happened. On the phone they refused and said they weren't lost yet as it is 10 working days from expected date of delivery. They also would not explain the complaints procedure as again it has not been 10 days. I dont find that very helpful and dont expect them to wave a magic wand but give me an idea of options so I can decide what is best to do next.

6 customers have contacted me. They are all scanned in to the depot and nothing from there. The delivered order arrived exactly on time. If it was one parcel it would be annoying but understandable, errors can happen in any organisation but 6... I am very stressed and frustrated as I really cant afford this right now.

Then they were fobbing you off or simply didnt know.
On the intranet the TES tracking shows all the scanning there is.
RM CS see nothing different.
If it was scanned at an MC then CSP staff can see it on TES just like CS can.
They have no options to give you. They have no idea where your items are. its a big network and there are so many variables to how things can be delayed/lost.
You dont mean the complaints procedure. You can complain any time. However who are you complaining to? Given they have no idea where the issue is,where do they lodge a complaint to?
However for loss claims the timescales are set in stone and a claim wont be accepted early.
RM is a system that works most of the time. However given the volumes they throughput its not always easy to give an answer to whats happened