What Do I Do Now?

Sta1

I purchased some expensive bed linen from an online store.  Yesterday I returned some items via their free Royal Mail returns service.  I work in a business centre and my parcel was picked up from our reception area yesterday.  The postman scanned the parcel and took it away with him.  I then received an email from Royal Mail to say 'Unfortunately, we couldn’t collect due to the following reasons: the parcel wasn't available when we called'.  I have CCTV of the postman taking my parcel away with him.

I emailed a complaint to Royal Mail who apparently will get back to me in 3 working days.  I also contacted the linen company and asked them to sort this out with Royal Mail.  The linen co. said that there is nothing they can currently do at this stage and they will have to allow some time to get this returned and refunded.

Does anyone know what my legal position is please?  TIA.

Undervalued

Sta1 said:

I purchased some expensive bed linen from an online store.  Yesterday I returned some items via their free Royal Mail returns service.  I work in a business centre and my parcel was picked up from our reception area yesterday.  The postman scanned the parcel and took it away with him.  I then received an email from Royal Mail to say 'Unfortunately, we couldn’t collect due to the following reasons: the parcel wasn't available when we called'.  I have CCTV of the postman taking my parcel away with him.

I emailed a complaint to Royal Mail who apparently will get back to me in 3 working days.  I also contacted the linen company and asked them to sort this out with Royal Mail.  The linen co. said that there is nothing they can currently do at this stage and they will have to allow some time to get this returned and refunded.

Does anyone know what my legal position is please?  TIA.

If the linen company arranged and paid for the postage they are responsible as they have the contract with Royal Mail. However keep your CCTV carefully!

I had two returns a while back that the Royal Mail tracking still shows as stuck at one of their big depots. However they clearly got back to the companies as I have been refunded! So glitches on the tracking system do happen!

cannugec5

I have had the ‘parcel was unavailable for collection’ message in the past. That was because they had collected the parcel the previous day but it had somehow not been removed from their system. 

It all worked out fine and made its way to the destination without issue.