Royal Mail ignoring lost postage claims and emails

whalemoney

Anybody else getting this?

I've been selling for about 15 years and the occasional lost item, Royal Mail would generally post the cheque out to me within about 5 days with the apology letter for losing my item.

The tracking of items is all over the place.  One parcel I sent to USA, it stated it was received in a depot in UK and then about an hour later it had magically updated to being in USA, with "delivery failed", then a few hours later was some how back in a UK depot.

After submitting the usual claims form I'm getting nothing back from them, 3 lost items so far since february.  When I email them requesting a follow up I get no reply.

It's either the royal mail takeover that has brought this on, or Royal Mail are doing that thing that so many companies seem to be doing in recent years of basically going 'so what, what are you going to do about it?  F the little guy, we have no interest in your complaint' (even Amazon have tilted in this direction recently and it's worrying)

I'm considering taking them to Small Claims Court but thought I'd check on here if anybody else is hitting a brick wall, or if you've found a department/ email address I can get them on.

I paid the postage via Chase, so I'm considering opening a chargeback, does anybody know if Chase could cover the cost of the lost item too?  Or would they only re-imburse me for the postage fees paid

soolin

There was a mention of this on a recent thread, and I have had an issue recently  which took a lot of persistence on my part and a formal complaint to sort out before I got my cheque. It certainly wasn’t easy even to find a way to complain, the system just keeps sending you down blind alleys hoping you’ll give up.  The system went from a cheque in the post in 5 days to complete silence for 6 weeks with no apparent way to follow anything up. 

Gedalovitch

I have had a parcel go missing in January this year and all attempts for  compensation have failed The parcel was sent to a customer in USA from UK. Both online claim form and sent by post with no replies. Formal complaint to the RM online complaints system responded to with an auto responder confirming receipt of complaint but no follow up. any suggestions as to what to do next. The package actually shows as having arrived in the USA and passed through customs but never delivered.

whalemoney

it's worrying.  The contempt that companies have for the customer has sunk to shocking lows in recent years.  I remember the 2010s companies would generally act with a bit of integrity and seek to shush an unhappy customer by paying them to go away.  There seems to have been a massive swing in recent years towards "who cares, they can't do anything so just ignore them".  It's a disgrace.

CrowAngel17

I have had the same issue in the last 12 months, 9 orders posted out went missing and only once was I compensated. My items are quite low value so I havent really pushed that hard, below standard from Royal Mail though.

Hoenir

CrowAngel17 said:

I have had the same issue in the last 12 months, 9 orders posted out went missing and only once was I compensated. My items are quite low value so I havent really pushed that hard, below standard from Royal Mail though.

Royal Mail have no control once the shipment has left the UK though. Postal services abroad are in general far worse than here. Some such as Italy simply aren't worth risking. 

soolin

Hoenir said:

CrowAngel17 said:

I have had the same issue in the last 12 months, 9 orders posted out went missing and only once was I compensated. My items are quite low value so I havent really pushed that hard, below standard from Royal Mail though.

Royal Mail have no control once the shipment has left the UK though. Postal services abroad are in general far worse than here. Some such as Italy simply aren't worth risking. 

Royal Mail though would be responsible for dealing with claims and that is what the other poster is unhappy about.

Hoenir

soolin said:

Hoenir said:

CrowAngel17 said:

I have had the same issue in the last 12 months, 9 orders posted out went missing and only once was I compensated. My items are quite low value so I havent really pushed that hard, below standard from Royal Mail though.

Royal Mail have no control once the shipment has left the UK though. Postal services abroad are in general far worse than here. Some such as Italy simply aren't worth risking. 

Royal Mail though would be responsible for dealing with claims and that is what the other poster is unhappy about.

RM have no control over the speed or service provided by third parties though. Trading internationally is far from pain free. You do so at your own risk knowing full well that it's not going to be a smooth ride. 

red_boots2

Hoenir said:

soolin said:

Hoenir said:

CrowAngel17 said:

I have had the same issue in the last 12 months, 9 orders posted out went missing and only once was I compensated. My items are quite low value so I havent really pushed that hard, below standard from Royal Mail though.

Royal Mail have no control once the shipment has left the UK though. Postal services abroad are in general far worse than here. Some such as Italy simply aren't worth risking. 

Royal Mail though would be responsible for dealing with claims and that is what the other poster is unhappy about.

RM have no control over the speed or service provided by third parties though. Trading internationally is far from pain free. You do so at your own risk knowing full well that it's not going to be a smooth ride. 

Surely they do to and extent though? They choose to contract with those third parties as opposed to others available.

It would be like me saying its not my fault Evri keep losing parcels, but constantly using them when other companies are available.

soolin

Hoenir said:

soolin said:

Hoenir said:

CrowAngel17 said:

I have had the same issue in the last 12 months, 9 orders posted out went missing and only once was I compensated. My items are quite low value so I havent really pushed that hard, below standard from Royal Mail though.

Royal Mail have no control once the shipment has left the UK though. Postal services abroad are in general far worse than here. Some such as Italy simply aren't worth risking. 

Royal Mail though would be responsible for dealing with claims and that is what the other poster is unhappy about.

RM have no control over the speed or service provided by third parties though. Trading internationally is far from pain free. You do so at your own risk knowing full well that it's not going to be a smooth ride. 

RM have a longer wait time before being able to claim for a lost international parcel but they still have a claims process. If Rm are not able to meet their generous delivery times then perhaps RM need to take a step back and review what they are telling buyers about delivery.