Royal Mail + 10 days wait time

mills705

I recently bought something online and it was dispatched on Monday using Tracked 24. However the only update to the parcels tracking so far has been the normal tracking number generation and the parcel has never been accepted into the royal mail network and it says the sender is dispatching the item. 

The parcel is clearly lost yet the retailer is advising me to wait 10 days (seems to be a RM advisory)  after the supposed arrival date before they can do anything. Which is slightly frustrating!

Any advice on what to say to them or is it a case of just waiting and seeing it not show up? ha

Ergates

mills705 said:

before they can do anything

Before they *can* is clearly untrue - before they *want* to do anything is more accurate.

If you paid extra for 24 hour delivery, then they should refund you the difference on that immediately, as they have clearly failed to meet that.

If the parcel remains lost (or Royal Mail say it is lost), then they should either resend it or refund you straight away (within 14 days at the most).  Don't let them fob you off with getting you to chase up RM for the parcel - the delivery is *their* problem, not yours.  

Under the Consumer Contracts Regulations, you had an agreed time for deliver (24 hours) that the retailer has failed to meet.  You can give the retailer a (reasonable) timeframe for delivery, after which you can consider the contract ended (i.e. they have to refund you).   

You could contact them and say "I want delivery in X days or a refund" where X is reasonable.  


CCR  bits:

(3) Unless there is an agreed time or period, the contract is to be treated as including a term that the trader must deliver the goods—
(a)without undue delay, and
(b)in any event, not more than 30 days after the day on which the contract is entered into.
(4) In this regulation—
(a)an “agreed” time or period means a time or period agreed by the trader and the consumer for delivery of the goods
---
(5) Paragraphs (6) and (7) apply if the trader does not deliver the goods in accordance with paragraph (3) or at the agreed time or within the agreed period.
---.
(7) In any other circumstances, the consumer may specify a period that is appropriate in the circumstances and require the trader to deliver the goods before the end of that period.
(8) If the consumer specifies a period under paragraph (7) but the goods are not delivered within that period, then the consumer may treat the contract as at an end.
(9) If the consumer treats the contract as at an end under paragraph (6) or (8), the trader must without undue delay reimburse all payments made under the contract.

Largs

I think the 24 hour ( and 48) is an aim and not a guarantee and RM don't consider it lost until after ten days. 

I had a pile of mail held to me on 15 January, birthday cards from the previous week and SIM cards I had reported missing. Postie said they are to leave the letters and deal with tracked parcels instead. And I only got that pile 'cause I approached him in street.

I know the Post Office has been constantly in the press but Royal Mail leaves a lot to be desired sometimes too. 

Fingers crossed 🤞 your parcel arrives soon.

mills705

Thanks both.

Funnily enough last night the parcel went from expecting to we have it and should be delivered. 

This was purchased through a third party website with a voucher provided for claiming, and the original voucher issuer emailed me this morning to say it had been dispatched. 

I have a feeling that it has been a very popular purchase given the discount and the company has not been able to send all the parcels out everyday! I guess the royal mail may only send a little van but if you then have a rush it could need a larger one etc which they may not have!