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Royal Mail fail to deliver

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perfect10perfect10 Forumite
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Part of the Furniture 100 Posts Combo Breaker PPI Party Pooper
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I sold an item on ebay and used special delivery 1 day service (£11 postage) as it was an expensive item.
We were able to track and the following day the tracking stated 'refused' the same the day after and the parcel was returned to me.


The buyer has not refused delivery and has never even seen the delivery, no calling card had been left and he is naturally angry as the item has not arrived and I still have over £100 of his money! He still wants the item but I am not prepared to pay another £11 postage.


I have contacted Royal Mail to find out whether this can be delivered at no extra cost as this is their fault for not delivering correctly. But still waiting for response. Item should have been delivered last Wednesday so already nearly a week late.



Anyone got any experience of this?
Entering a few comps here and there 2020 seems my best year for wins so far:- iphone xs, limited edition whiskey, Masha and the Bear toys, newborn baby stuff, 3 x books.

Replies

  • lindenslindens Forumite
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    I think you need to put your delivery to the buyer and your complaint with RM into 2 scenarios. The buyer deserves his item promptly. It is not your fault RM fouled up but it is your responsibility to give the buyer good customer service. Send it again at your own expense for now,
    then the customer is placated. In the meantime have a claim against RM going on in the background
    You're not your * could have not of * Debt not dept *
  • frugalmacdugalfrugalmacdugal Forumite
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    Hi,


    how come it was refused if buyer didn't refuse it, is the address correct or were RM trying to deliver to wrong address?
    Y'all take care now.
    happy0207.gif

  • POPPYOSCARPOPPYOSCAR Forumite
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    lindens wrote: »
    I think you need to put your delivery to the buyer and your complaint with RM into 2 scenarios. The buyer deserves his item promptly. It is not your fault RM fouled up but it is your responsibility to give the buyer good customer service. Send it again at your own expense for now,
    then the customer is placated. In the meantime have a claim against RM going on in the background

    I agree with this.

    Get the item to the buyer and put in a complaint to RM.

    I had a parcel last week that I think they did not even try to deliver as the customer said they had been at home and had not received a card when the tracking said otherwise. The tracking was updated at 3.10am which seemed a bit strange as well.

    She went and collected it.
  • custardycustardy Forumite
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    I would be double checking the address.
  • perfect10perfect10 Forumite
    392 posts
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    custardy wrote: »
    I would be double checking the address.


    The address is correct. However it is flats and so the postperson may have just tried to deliver to anyone and they could have just refused but this is not acceptable when there is a flat number on the parcel.



    I have offered the buyer a total refund of item.
    RM state they tried to deliver twice last week but the item was refused twice - this makes no sense as once refused why would they then try again?!


    Therefore I am not prepared to send again until I have heard back further from RM as the same could happen.
    Entering a few comps here and there 2020 seems my best year for wins so far:- iphone xs, limited edition whiskey, Masha and the Bear toys, newborn baby stuff, 3 x books.
  • TripleHTripleH Forumite
    605 posts
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    Is it a new address? I am in a new property and have had endless issues with Royal Mail delivering. They say the postcode isn't valid but yet have still managed to deliver some items.
    Wherever you go, whatever you do Richard Marx is right there waiting for you.

    Sweet dreams!
  • perfect10perfect10 Forumite
    392 posts
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    TripleH wrote: »
    Is it a new address? I am in a new property and have had endless issues with Royal Mail delivering. They say the postcode isn't valid but yet have still managed to deliver some items.


    It could well be, but buyer says has not had problems before. I think it is just lazy staff or new untrained staff who have put refused on the parcel when actually it wasn't!


    3 days later and I still have not had a response from RM - poor customer service.
    Entering a few comps here and there 2020 seems my best year for wins so far:- iphone xs, limited edition whiskey, Masha and the Bear toys, newborn baby stuff, 3 x books.
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