My turn for help with lost items (Royal Mail)

soolin

Another update. I phoned again and there is no letter coming out via snail mail and they don't know why I was told that and I have requested that another complaint be opened now (I have timing etc of my phone call and specifically asked the advisor to confirm everything and confirm call was being recorded) .

Apparently though they have sent 2 emails, both at same time on Wednesday but can't seem to locate a copy- only the details of when they were sent - and I haven't got them. They will now need to locate those and re send them which will take 10 working days.

I have obviously asked that this be escalated immediately and have bene promised a call back this afternoon.

Peter999_2

Completely useless.   Service has gone downhill with so many companies in the last few years.   

FFHillbilly

do you think someone is making decisions to purposely damage the RM share price? I think they have almost gone off a cliff at my end in the last 3 months, constant policy changes that just don't make sense, I get cards with nothing written on them, then when I go and try to pick the item up they have invented a new policy of attempting a second delivery the next day so i can't collect, but it turns out they don't stick to that as some parcels I have to go and get after leaving it 4 days and nothing, but others I can't get as thy are trying to redeliver the things as I'm trying to pick them up
I've had items just dropped at my front door with no card, and one was a tracked 48 so the delivery picture clearly showing the item in someone's hand inside a red van, it's unbelievable

soolin

I have finally got my email from RM, I actually spoke to someone who seemed to care and they said they could see from their records that emails sent to me had previously bounced back but they don't know why. They sent the email to another email address of mine and as stated on the phone it says item was misdelivered and the delivery office manager has traced the address where it was delivered but they are unable to retrieve it but only the sender can claim for the loss.

I went back to ebay who told me I am covered by the buyer guarantee , they sent me an address to upload my proof of non delivery and then opened an INR case and said I can escalate it on the 30th. however, worryingly the  case has a large banner  across it  stating that item shows  as delivered and I can therefore close the case now if I have received it as stated.

I have also made sure I sent the seller a copy of that email in case they are forced to refund me and want to claim from RM.

the_lunatic_is_in_my_head

soolin said:

however, worryingly the  case has a large banner  across it  stating that item shows  as delivered and I can therefore close the case now if I have received it as stated.

Best to call eBay as soon as the option for them to step in appears and ask the CS rep to read the notes on your account. 

soolin

the_lunatic_is_in_my_head said:

soolin said:

however, worryingly the  case has a large banner  across it  stating that item shows  as delivered and I can therefore close the case now if I have received it as stated.

Best to call eBay as soon as the option for them to step in appears and ask the CS rep to read the notes on your account. 

I am beyond furious now. I lost the INR case and have been given 5 days to appeal. However, I have no way of uploading anything as case is closed, and the mail they sent asking for more information does not accept any replies!

Apparently ebay need the tracking number on an RM email (which they already have in triplicate) and also a letter from Royal Mail stating the full address to which it was meant to be delivered but not delivered to?

I've got an ebay rep telling me that she can see the tracking number so will correct that on the file, but that they don't know what address is wasn't delivered to- does that even make sense. I told ebay that it was sent to the address I have registered on that account which has been the same since it was opened 15 years ago. Apparently they need Royal Mail to confirm my address ?

I checked my payment and unfortunately it was bought using a credit card where I am not the 1st account owner, just the 2nd card holder (the card is in my name ) so I think that even rules out any form of chargeback. 

EDIT. I have been escalated to a senior manager who said that firstly the appeal would only stay open for 5 days and would close against me next Wednesday if I couldn't produce a suitable response from RM.  I then put him on the spot and said could he please dictate a form of words for Royal mail to ask for my address - to prove it wasn't delivered there. Rep couldn't come up with anything that sounded sensible and has said that in this instance they will make a goodwill refund, so I will hopefully get a refund, and seller keeps their money.

So the moral of this is that proof of delivery for a seller trumps everything else when a case is opened.

I'll wait and see.....

RFW

soolin said:

So the moral of this is that proof of delivery for a seller trumps everything else when a case is opened.

I'll wait and see.....

I did win a case a while back with proof of delivery. The seller contacted me and was quite clear that it hadn't been delivered so I refunded and put a claim in. The courier owned up to not having delivered it.

That's a bit more prevalent on Ebay, Amazon tend to believe the customer even if delivery has been tracked. There's always someone on the forums complaining about losing an AtoZ case for item tracked as delivered, a recent one I saw was for an £800 item!

tightauldgit

soolin said:

the_lunatic_is_in_my_head said:

soolin said:

however, worryingly the  case has a large banner  across it  stating that item shows  as delivered and I can therefore close the case now if I have received it as stated.

Best to call eBay as soon as the option for them to step in appears and ask the CS rep to read the notes on your account. 

I am beyond furious now. I lost the INR case and have been given 5 days to appeal. However, I have no way of uploading anything as case is closed, and the mail they sent asking for more information does not accept any replies!

Apparently ebay need the tracking number on an RM email (which they already have in triplicate) and also a letter from Royal Mail stating the full address to which it was meant to be delivered but not delivered to?

I've got an ebay rep telling me that she can see the tracking number so will correct that on the file, but that they don't know what address is wasn't delivered to- does that even make sense. I told ebay that it was sent to the address I have registered on that account which has been the same since it was opened 15 years ago. Apparently they need Royal Mail to confirm my address ?

I checked my payment and unfortunately it was bought using a credit card where I am not the 1st account owner, just the 2nd card holder (the card is in my name ) so I think that even rules out any form of chargeback. 

EDIT. I have been escalated to a senior manager who said that firstly the appeal would only stay open for 5 days and would close against me next Wednesday if I couldn't produce a suitable response from RM.  I then put him on the spot and said could he please dictate a form of words for Royal mail to ask for my address - to prove it wasn't delivered there. Rep couldn't come up with anything that sounded sensible and has said that in this instance they will make a goodwill refund, so I will hopefully get a refund, and seller keeps their money.

So the moral of this is that proof of delivery for a seller trumps everything else when a case is opened.

I'll wait and see.....

I find the biggest problem with Ebay is having to deal with people who don't have english as a first language working from scripts. It makes it really difficult to communicate anything that's a bit off-piste. 

Beyond that I think this is one of those too many cooks issues - if im a seller with proof of delivery then I'd be annoyed if Ebay found against me and it's not clear that RM have shared the same info and conclusions to you and your seller and refunded the seller for your lost parcel? 

It actually seems like the best conclusion has been reached here even if it took a while - ebay find in seller's favour that parcel was delivered but refund you as a goodwill gesture based on RM saying they've messed up. 

soolin

tightauldgit said:

soolin said:

the_lunatic_is_in_my_head said:

soolin said:

however, worryingly the  case has a large banner  across it  stating that item shows  as delivered and I can therefore close the case now if I have received it as stated.

Best to call eBay as soon as the option for them to step in appears and ask the CS rep to read the notes on your account. 

I am beyond furious now. I lost the INR case and have been given 5 days to appeal. However, I have no way of uploading anything as case is closed, and the mail they sent asking for more information does not accept any replies!

Apparently ebay need the tracking number on an RM email (which they already have in triplicate) and also a letter from Royal Mail stating the full address to which it was meant to be delivered but not delivered to?

I've got an ebay rep telling me that she can see the tracking number so will correct that on the file, but that they don't know what address is wasn't delivered to- does that even make sense. I told ebay that it was sent to the address I have registered on that account which has been the same since it was opened 15 years ago. Apparently they need Royal Mail to confirm my address ?

I checked my payment and unfortunately it was bought using a credit card where I am not the 1st account owner, just the 2nd card holder (the card is in my name ) so I think that even rules out any form of chargeback. 

EDIT. I have been escalated to a senior manager who said that firstly the appeal would only stay open for 5 days and would close against me next Wednesday if I couldn't produce a suitable response from RM.  I then put him on the spot and said could he please dictate a form of words for Royal mail to ask for my address - to prove it wasn't delivered there. Rep couldn't come up with anything that sounded sensible and has said that in this instance they will make a goodwill refund, so I will hopefully get a refund, and seller keeps their money.

So the moral of this is that proof of delivery for a seller trumps everything else when a case is opened.

I'll wait and see.....

I find the biggest problem with Ebay is having to deal with people who don't have english as a first language working from scripts. It makes it really difficult to communicate anything that's a bit off-piste. 

Beyond that I think this is one of those too many cooks issues - if im a seller with proof of delivery then I'd be annoyed if Ebay found against me and it's not clear that RM have shared the same info and conclusions to you and your seller and refunded the seller for your lost parcel? 

It actually seems like the best conclusion has been reached here even if it took a while - ebay find in seller's favour that parcel was delivered but refund you as a goodwill gesture based on RM saying they've messed up. 

I got my refund!

Royal Mail just said they had mis delivered it and could not retrieve it but would not reimburse me. They said seller could apply for a refund and mention the case number, but seller said he uses a business RM account t on which there was no refunds possible, my own RM account was the same. 

I now have another 2 missing parcels , plus there was a £200 parcel before the one I have just got refunded for. Whilst I don’t believe in some of the conspiracy theories it is strange that the first missing parcel was in a unique shape box and worth £200+ , the missing eBay parcel was in the same shaped box, both other missing parcels are jewellery , one would be in a marked box, one Just in  a normal envelope. We are now phoning companies before we buy online asking if we can make arrangements for a courier to be used, even Evri, rather than Royal Mail. I am also going to make an official complaint to the delivery office as this level of loss cannot go on. We’ve lived here for 28 years and never had anything like this before - although about 16 years ago I had massive issues with items going outward which turned out to be an issue within the delivery office for which I received compensation.