Tracked 24 package goods stolen

walkers_paradise

Hi! I am looking for help regarding a package that my wife returned using Tracked 24 with the Royal Mail.
Sadly the item was a jewelry item (a ring) being returned to the vendor. The package was held at the delivery office for a couple of days and it was not until my wife contacted the Royal Mail that the package was then delivered to the vendor. However, the ring was not the one she had returned! The package has been opened, the goods removed and replaced with a very cheap alternative.
We have reported this to the police, the Royal Mail and our credit card company. Currently, Royal Mail have responded saying they have reviewed the issue, passed onto their security team, but are denying they are ultimately responsible and that they do not owe any compensation as Tracked 24 does not cover Jewelry.
This is causing a lot of anguish for my wife as it seems there is nothing she can do to and we are looking for any advice in escalating this accordingly. 
She acted in good faith using the service provided by the Royal Mail which, reading the small print states the point they make in their response - so if there is any good at all to come from this then at least we would like others to benefit from not falling into the same mistake of using this service for the wrong goods.
In the meantime, it would be wonderful to get expert advice to see how we should proceed.

Aylesbury_Duck

Sadly I don't think you can do much other than hope that any investigation tracks down the ring, but given the effort someone has gone to to steal it, that would seem unlikely.

Hoenir

walkers_paradise said:

 they do not owe any compensation as Tracked 24 does not cover Jewelry.

That's correct. 

Compensation for valuables, such as money and jewellery is not available on this service, use Special Delivery Guaranteed if you're sending valuable items.

Tucosalamanca

Royal Mail seems to be less reliable these days.

For future reference, anything of value or where time is critical, Special Delivery is by far the best option (and even then, it's not perfect).

Undervalued

walkers_paradise said:

Hi! I am looking for help regarding a package that my wife returned using Tracked 24 with the Royal Mail.
Sadly the item was a jewelry item (a ring) being returned to the vendor. The package was held at the delivery office for a couple of days and it was not until my wife contacted the Royal Mail that the package was then delivered to the vendor. However, the ring was not the one she had returned! The package has been opened, the goods removed and replaced with a very cheap alternative.
We have reported this to the police, the Royal Mail and our credit card company. Currently, Royal Mail have responded saying they have reviewed the issue, passed onto their security team, but are denying they are ultimately responsible and that they do not owe any compensation as Tracked 24 does not cover Jewelry.
This is causing a lot of anguish for my wife as it seems there is nothing she can do to and we are looking for any advice in escalating this accordingly. 
She acted in good faith using the service provided by the Royal Mail which, reading the small print states the point they make in their response - so if there is any good at all to come from this then at least we would like others to benefit from not falling into the same mistake of using this service for the wrong goods.
In the meantime, it would be wonderful to get expert advice to see how we should proceed.

Who paid for the postage?

If the company she was returning the item to provided your wife with a paid postage label then they are responsible providing she has proof of posting.

If however she bought the postage then it is down to her I'm afraid.

Ann1984

Can I ask, was this return to Abelini? 
I mistakenly used tracked 24 too at the advise of the post office. The package has been marked as pending for over a week now. Royal mail are saying abelini are refusing delivery and abelini are saying they aren't. 

Grumpy_chap

walkers_paradise said:

Hi! I am looking for help regarding a package that my wife returned using Tracked 24 with the Royal Mail.
Sadly the item was a jewelry item (a ring) being returned to the vendor. The package was held at the delivery office for a couple of days and it was not until my wife contacted the Royal Mail that the package was then delivered to the vendor. However, the ring was not the one she had returned! The package has been opened, the goods removed and replaced with a very cheap alternative.
We have reported this to the police, the Royal Mail and our credit card company. Currently, Royal Mail have responded saying they have reviewed the issue, passed onto their security team, but are denying they are ultimately responsible and that they do not owe any compensation as Tracked 24 does not cover Jewelry.
This is causing a lot of anguish for my wife as it seems there is nothing she can do to and we are looking for any advice in escalating this accordingly. 
She acted in good faith using the service provided by the Royal Mail which, reading the small print states the point they make in their response - so if there is any good at all to come from this then at least we would like others to benefit from not falling into the same mistake of using this service for the wrong goods.
In the meantime, it would be wonderful to get expert advice to see how we should proceed.

How much was the ring worth?
How much was the substituted ring worth?

Regardless, the RM website says:
Every Tracked 24 item is covered against loss or damage up to £150 or the value of the item, whichever is lower.
Compensation for valuables, such as money and jewellery is not available on this service

This seems to be your loss.
It is also possible that the loss / error occurred at the recipient and not within the care of RM.