Royal Mail conning customers or not 30 January at 5:30PM in Consumer rights 37 replies 1.4K views

AndyP1957

Royal Mail consider themselves outside of Consumer Legislation and Protection in my opinion.

I posted an item with postage purchased online, on a non strike day for Next Day Guaranteed Delivery which was also a non strike day. 

It was delivered 2 days after the Guaranteed Day.  I asked for a refund which I have contested with 4 different people at Royal Mail who all choose to ignore comments about Consumer Law.

A Special Delivery Guaranteed Service is a Service, it also says on Ofcom it must be delivered next day.

At the moment my MP is taking up the issue as they sold a service and did not honour it, I wonder how many other tens of thousands of people have been treated as I have.

Feedback and comments on this, and am I correct that it is a Service different to normal Mail service so am protected in Law.

DullGreyGuy

Just reclaim the cost using the online form https://personal.help.royalmail.com/app/webforms/fee_refund

Its not hard or complex and the few times I've used it there's been nothing else required

diystarter7

DullGreyGuy said:

Just reclaim the cost using the online form https://personal.help.royalmail.com/app/webforms/fee_refund

Its not hard or complex and the few times I've used it there's been nothing else required

Hi
Thank you.  IMO, OP is upset re the unworth "guranteed devilery next day." I'm sure there in the small print they are covered but OP is upset about that.

Thanks

molerat

The vast majority of items are delivered within the promised timescale (not all post codes are next day though), if not they will refund the fee.  Simple as.  There is little point complaining to your MP as things can go wrong and that is covered within the T&Cs. I can't see where they are operating outside of consumer legislation as that will simply require them to put you back in the position you were in before you purchased the service i.e. refund what you paid.  If there is a risk of consequential loss then extra cover needs to be purchased.  There is a correct procedure to make a claim.

eskbanker

AndyP1957 said:

Royal Mail consider themselves outside of Consumer Legislation and Protection in my opinion.

I posted an item with postage purchased online, on a non strike day for Next Day Guaranteed Delivery which was also a non strike day. 

It was delivered 2 days after the Guaranteed Day.  I asked for a refund which I have contested with 4 different people at Royal Mail who all choose to ignore comments about Consumer Law.

A Special Delivery Guaranteed Service is a Service, it also says on Ofcom it must be delivered next day.

At the moment my MP is taking up the issue as they sold a service and did not honour it, I wonder how many other tens of thousands of people have been treated as I have.

Feedback and comments on this, and am I correct that it is a Service different to normal Mail service so am protected in Law.

What consumer law protection do you believe you're entitled to?  The service is sold as 'guaranteed next day [...] or your money back', so the refund is positioned as remedy for failure, in the same way as it is for countless other services provided by numerous sectors.

jon81uk

Assuming it was a weekday and posted before 4.30pm you should get your money back if it wasn’t delivered next day.
As above just claim a refund here
https://personal.help.royalmail.com/app/answers/detail/a_id/19906

don’t need to contact customer service just complete the form. 

Manxman_in_exile

AndyP1957 said:

Royal Mail consider themselves outside of Consumer Legislation and Protection in my opinion.

I posted an item with postage purchased online, on a non strike day for Next Day Guaranteed Delivery which was also a non strike day. 

It was delivered 2 days after the Guaranteed Day.  I asked for a refund which I have contested with 4 different people at Royal Mail who all choose to ignore comments about Consumer Law.

A Special Delivery Guaranteed Service is a Service, it also says on Ofcom it must be delivered next day.

At the moment my MP is taking up the issue as they sold a service and did not honour it, I wonder how many other tens of thousands of people have been treated as I have.

Feedback and comments on this, and am I correct that it is a Service different to normal Mail service so am protected in Law.

Can you clarify exactly what it is you are complaining about?

My understanding (and that of other posters here) is that you can claim a refund for the extra element of postage you paid for "guaranteed" next day delivery.  Others have posted links to it.  Are you saying that RM staff have denied that that is the case?

Or are you complaining about the "guarantee"?  Obviously they can't "guarantee" next day delivery - what they are guaranteeing is that if it's not delivered next day you'll be refunded.

(Your MP must have a lot of spare time on his hands...)

sheramber

AndyP1957 said:

Royal Mail consider themselves outside of Consumer Legislation and Protection in my opinion.

I posted an item with postage purchased online, on a non strike day for Next Day Guaranteed Delivery which was also a non strike day. 

It was delivered 2 days after the Guaranteed Day.  I asked for a refund which I have contested with 4 different people at Royal Mail who all choose to ignore comments about Consumer Law.

A Special Delivery Guaranteed Service is a Service, it also says on Ofcom it must be delivered next day.

At the moment my MP is taking up the issue as they sold a service and did not honour it, I wonder how many other tens of thousands of people have been treated as I have.

Feedback and comments on this, and am I correct that it is a Service different to normal Mail service so am protected in Law.

Protected for what?

They haven't delivered on time so they cannot go back in time and deliver  on time.

Royal Mail say thye will refund if you have your proof of posting and claim within 14 days.  Do you meet these requirements?

Aylesbury_Duck

With all the genuinely challenging circumstances faced by many people that merit an MP's attention, this was deemed worthy of their time? 

Blimey.

screech_78

I don’t see where the con is. 

Claim your refund as directed by other posters and move on. Please don’t waste your MP’s time. 

Money_Grabber13579

When did you post it? I think the issue here is that special delivery has been purchased, Royal Mail didn’t fulfil the promise and they won’t refund the special delivery fee. Per Royal Mail’s FAQs, that is in line with what they say the below. To me, that does seem unfair, because if they aren’t going to honour their obligations, they shouldn’t be selling the service. Whether anything can be done about it, I don’t know.

Can I claim a refund of my Special Delivery fee if it’s delivered late?

We will continue to accept, prioritise and deliver as many Special Delivery items on days of strike action as our resources allow. We cannot guarantee delivery by 9am or 1pm next day for items posted on Wednesday 23 November up to and including 3 December 2022 and items posted from Thursday 8 December 2022 until 27 December 2022.

We will suspend the delivery guarantee for these specified periods. Customers cannot claim fee refunds for delayed items or consequential loss due to delay for items posted on these dates.