We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

Royal Mail fail to deliver

Options
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, 12 months membership to diet app, bottle of syrup, Baby Shark singing puppet, children’s book, Nasty vegan shake x 2 packs.

Comments

  • lindens
    lindens Posts: 2,870 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    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 *
  • 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?
  • POPPYOSCAR
    POPPYOSCAR Posts: 14,902 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    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.
  • custardy
    custardy Posts: 38,365 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    I would be double checking the address.
  • 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, 12 months membership to diet app, bottle of syrup, Baby Shark singing puppet, children’s book, Nasty vegan shake x 2 packs.
  • TripleH
    TripleH Posts: 3,188 Forumite
    Sixth Anniversary 1,000 Posts Name Dropper
    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.
    May you find your sister soon Helli.
    Sleep well.
  • 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, 12 months membership to diet app, bottle of syrup, Baby Shark singing puppet, children’s book, Nasty vegan shake x 2 packs.
This discussion has been closed.
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 350.8K Banking & Borrowing
  • 253K Reduce Debt & Boost Income
  • 453.5K Spending & Discounts
  • 243.8K Work, Benefits & Business
  • 598.6K Mortgages, Homes & Bills
  • 176.8K Life & Family
  • 257K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.