Royal Mail "Click and Drop"

inspectorperez

I have a problem using this online service which I have been unable to resolve with Royal Mail support services. I'm hoping someone here on the forum might be able to help.

The main customer service point of contact admitted that they knew little about the "Click and Drop" system and advised that I contacted the online shop who would know the answer. Sadly despite 2 attempts and wit times exceeding 30 minutes in each case, I have not been able to speak to anyone. Our local friendly postie can't help either.

The problem I am going to describe involves the online process of purchasing a postage label for (in my case) two small parcels, one going to a UK destination and the other going to an EU country.

The online interface is not bad at all and it is very easy to select the postage you want, to enter recipient details, to enter sender details and in the case of the international parcel, to complete the customs declaration.

What I am struggling with is the "options" to drop off at Post Office/Delivery depot or have the parcel collected from your door. All I want to do is literally drop off my parcel/s at the local post office which is a healthy walk for my stay fit regime.

What has happened however on both occasions is that I have handed the parcels in at the Post Office and the next day, my doorbell rings and it is the postman calling to collect them.

I have studied the relevant online page till I'm blue in the face and I just cannot see anyway of deselecting an option by ticking or unticking a box.

What am I missing?

The postman did comment that Royal Mail are upgrading their online systems and he seems to think that it might be a beta version which is being tested although he admitted that he was speculating. There is no facility for feedback that I can see on the web page to report this perceived issue.

I am now bothered about using this service as I don't want to waste the guy's time and I might revert to using Parcel2Go services which I find very straightforward.

Anyway, all helpful suggestions welcome TIA

Spoonie_Turtle

When the postage is in your basket, you then need to delete the collections.

Very unintuitive, I know, but that's the only way any of us seem to have found.

soolin

Spoonie_Turtle said:

When the postage is in your basket, you then need to delete the collections.

Very unintuitive, I know, but that's the only way any of us seem to have found.

As above wait for the final screen where you can remove the collection option . 

GhibliFan

I've been wondering about this, too. Used to be so easy to use this service but suddenly it changed and (unwanted) collection seemed to be the only option.  My thanks to OP and helpful replies!

IrishRose12

Same as above.  On the payment page before you agree to the terms and conditions etc you have to remove the collection from the basket.  
Once I figured that out it's straight forward, bring parcels to the Post office and off they go. 

moxxin

I too got caught out by this. It's June 2023 and the web page still requires you to opt-out of a home collection rather than opt-into it. I would have thought someone at Royal Mail would have improved this by now.

I also find the screens (on the web or in the app) are unintuitive wth information buried in the wrong places. It also lags in an annoying way. I also notice I had to sign on twice to two slightly different web domains.

The whole experience is a bit messy really and not very customer friendly, although if you use it a lot you probably know its quirks.