Item Not Delivered - What Are My Rights?

Neddlings

neilmcl said:

Neddlings said:

the_lunatic_is_in_my_head said:

Neddlings said:

Firstly, as im sure this is a commonly asked question, i have suffered a serious brain injury and due to Covid 19 my care has vanished along with those who help me with such things. I find navigating this forum quite difficult and im not even sure what section i am posting this in. Please bear this in mind before jumping on me.

My problem - I ordered a product and it was sent out via Royal Mail 48. According to the tracking info it has not even been handed to RM, simply assigned a tracking number. It has been this way over a week now. The company are blaming RM for not scanning.

The company are saying that i have to fill out a pdf file about non-delivery and then they will escalate matters with RM on my behalf. Is this correct? I could be waiting months if so for a very expensive, and very vital, item. 

Royal Mail 48 is the same as 2nd Class post and it will only scan upon delivery. 2nd class post can arrive the next day or 10 days later, it's very up in the air at the moment. 

If they sent Royal Mail Tracked 48 that's a completely different service.  

It was tracked 48. The tracking simply states 'This item is on its way to Royal Mail.
The sender has advised they’ve despatched your item to us. More information will be available when we receive it.'

This has never changed.

Im currently waiting for them to reply, which they have stopped doing (i can not use a phoen unfortunately, so have to rely on email - i think i prefer everything in writing too at this point). I will give them 48 hours (i feel this is reasonable) then i will escalate matters. I paid via paypal which i believe have a resolution centre.

All hat means is the sender has been issued with a Tracked 48 label and tracking number, it doesn't mean they've actually sent it. I printed one of the other day when returning something back to Amazon via RM, the status only changed when I actually took it to the post office.

They have said they have sent it/handed it over, and i have confirmation of this in two emails. Initially that what what i checked with them; i didnt go straight into asking for a refund or replacement, but simply asked them to check they had actually posted the item. They are a small business, so not sure on how many packages they would deal with on average a day. 

They are claiming that Royal Mail simply havent scanned it, but even if this were the case, i should have received the item by now. Even if it were sent basic second class.