Return has gone missing in post - retailer won't refund

queencupcake

Manxman_in_exile said:

Ignoring for the moment whether the retailer provided the correct return address or not, are you saying that Royal Mail have permanently "lost" the item somehow, or are you simply saying it is "in the system" somewhere, and that you are waiting for RM to return it to you?

(IIRC correctly, letters and packages that cannot be delivered and which do not bear a return address go to a RM facility in Belfast where they try to identify the sender and return the item.)

Are you absolutely sure that you used the same return address as supplied by the retailer, word for word?  If you have and that address does not actually exist, I'd have thought that would be easy enough to prove to the retailer?  (An email from RM or a link to their address finder1).

Thank you. According to the Royal Mail earlier today, they said it was lost - as the tracking has only shown it having been dropped off at the post office. I'm not sure if they can see additional information. I was told by them to pursue a claim. I did ask them if they could confirm in writing that the address I used was incorrect, but he refused to and told me that giving me a case number was sufficient if I wanted to pursue a complaint with the retailer. I don't know how else I can prove it doesn't exist.

Yes, I copied and pasted the address so it was 100% correct. 

queencupcake

jon81uk said:

Was there your address anywhere on it? If so hopefully at some point Royal Mail will get it back to you. Not sure on what Royal Mail do if its incorrectly addressed with no return address.

Otherwise you will have to try and claim from Royal Mail as lost, but as you say you only covered up to £50. As you are the people who paid Royal Mail then you have the contract with them. The only thing the retailer did wrong is give the incorrect address, but getting them to assist sounds like its going to be difficult.

Thank you. Yes my address was on the shipping label as I used Royal Mail's click and drop postage. 

Manxman_in_exile

visidigi said:

Is the return address in northern Ireland?

queencupcake said:

visidigi said:

Is the return address in northern Ireland?

Yes it is

visidigi  -  is the fact the return address is in NI important?

Manxman_in_exile

queencupcake said:

Manxman_in_exile said:

Ignoring for the moment whether the retailer provided the correct return address or not, are you saying that Royal Mail have permanently "lost" the item somehow, or are you simply saying it is "in the system" somewhere, and that you are waiting for RM to return it to you?

(IIRC correctly, letters and packages that cannot be delivered and which do not bear a return address go to a RM facility in Belfast where they try to identify the sender and return the item.)

Are you absolutely sure that you used the same return address as supplied by the retailer, word for word?  If you have and that address does not actually exist, I'd have thought that would be easy enough to prove to the retailer?  (An email from RM or a link to their address finder1).

... I did ask them if they could confirm in writing that the address I used was incorrect, but he refused to and told me that giving me a case number was sufficient if I wanted to pursue a complaint with the retailer...

Ah.  So you only know that somebody who you spoke to at RM says the address doesn't exist - but the seller says the address does exist.  And RM appear to have lost the package...

Reading what the _lunatic_is_in_my_head posted, I don't suppose it matters.  So long as you can prove that you sent it back to the address given you by the retailer, you're entitled to your money back (whether it arrives or not?).

queencupcake

Manxman_in_exile said:

queencupcake said:

Manxman_in_exile said:

Ignoring for the moment whether the retailer provided the correct return address or not, are you saying that Royal Mail have permanently "lost" the item somehow, or are you simply saying it is "in the system" somewhere, and that you are waiting for RM to return it to you?

(IIRC correctly, letters and packages that cannot be delivered and which do not bear a return address go to a RM facility in Belfast where they try to identify the sender and return the item.)

Are you absolutely sure that you used the same return address as supplied by the retailer, word for word?  If you have and that address does not actually exist, I'd have thought that would be easy enough to prove to the retailer?  (An email from RM or a link to their address finder1).

... I did ask them if they could confirm in writing that the address I used was incorrect, but he refused to and told me that giving me a case number was sufficient if I wanted to pursue a complaint with the retailer...

Ah.  So you only know that somebody who you spoke to at RM says the address doesn't exist - but the seller says the address does exist.  And RM appear to have lost the package...

Reading what the _lunatic_is_in_my_head posted, I don't suppose it matters.  So long as you can prove that you sent it back to the address given you by the retailer, you're entitled to your money back (whether it arrives or not?).

I get exactly what you mean - but even with a Google search and looking on the RM website, I can't find that address myself. 

pbartlett

could you post the return address you used on here ?

zoob

PM me the details, I live close by and know the area