Customer Services
Royal Mail
Dear Sir or Madam
I’m writing to complain about your parcel delivery service, partly because I’m annoyed, and partly because I love and support Royal Mail, use it a lot, and don’t want to lose it. So it matters to me that the service doesn’t keep letting itself down.
A parcel failed to be delivered to me this morning, even though I was in the house. I am not deaf or noisy; my doorbell was not rung, a card came through my door, and I had to slog up the hill to the Post Office and stand in a queue of twenty people to collect my parcel. Why?
Last time this happened, I followed the instructions on the card, rang the Post Office to arrange for re-delivery, and was told this was not possible, even though the card said it was. So on this occasion, I rang the number on the card and asked if someone could perhaps speak to the delivery team about ringing doorbells. I was told that the Post Office staff have no connection with Royal Mail. What is the point of giving us the Post Office’s number if the Post Office can’t help?
The Post Office did however give me the Royal Mail’s helpline number. It proved unhelpful. I waded through a long, irrelevant menu, hoping to eventually speak with a human being, but was at last defeated by lack of any more wasteable time. It’s very poor. What started as a simple failed delivery became a catalogue of unhelpful contacts, and I’m much more annoyed now than I was by the original failure. Could you make sure all ‘helping ‘ phone numbers can do what you say they can, please, and have sufficient personnel on the line. You wouldn’t need so many if the service was better.
In addition, I have in the last three months received letters addressed to other houses on my street, or to other streets in my town. I always deliver them if they’re close, or put them back in the postbox. I wonder how many of my letters have gone astray in this way? Look, we rely on the Post to be accurate. Please, please, pull your socks up. I don’t want to send packages by courier. I love the post. I’ve never written a letter of complaint before, but I’ll keep complaining about Royal Mail till it’s as magnificent as it could and should be.
Yours sincerely
This happened to me this morning I stood in the Que twice and still no parcel.
I am very upset with the service from the Royal mail, I had an urgent delivery to arrive this morning, the postman came but did not knock on the door as we was in and did not hear him, we are not noisy and had no music or tv on, we have been waiting for this parcel. I went to collect it from the delivery centre in Weston super mare and they would not give me this packet, The id I took was my Passport, business card and papers with my company name on but they refused me, now I am told I can not get it delivered until Tuesday 15/02/11 This just is not good enough as now my wifes Valentines day is ruined and she will not get her gift.
I too have received items of post intended for other addresses through my letterbox and wondered if mine had met the same fate; on the first 3 occasions I filled in the online form and each time got a different response.
The first (appropriately) said the matter had been escalated to the local sorting office where ‘a note’ had been added to ensure this didn’t happen again (though here’s a revolutionary thought: wouldn’t reading lessons for all posties be a better idea? if they can’t decipher my house number, how can they be relied on to read ‘the note’?) – anyway, it was an OK response and I thought that would be the end of the matter. Silly me.
Item number two: same form. Template response that said nothing of any use.
Third item, same form, included both ref numbers of previous submissions: had 2 responses from 2 different ‘customer service advisors’ – one apologised and escalated to the sorting office again; the second one said that,
‘Within the terms of our operating licence, Royal Mail is legally obliged to deliver items to an address rather than to an addressee. Occupants of addresses often change but we will continue to deliver items to the address detailed on the packaging. I am sorry if someone else at the address has opened your mail but this is a matter between yourself and the relevant individual, it is not something that Royal Mail can resolve on your behalf. If you’re unable to resolve the matter and are concerned about the security of your mail, you may like to consider setting up a mail collection service(free of charge) or purchasing a PO Box address. ‘
I should just point out here that I live alone (well, with my dog, but I’ve stopped her post from coming here so she doesn’t count) in a property that has its own front door and is not shared by anyone else (except aforementioned dog).
So there you have it: if the Royal Mail deliver your post to the wrong address, it’s YOUR fault and you have to sort the problem out by PURCHASING a PO Box address….
And they wonder why privatisation is creeping in…
this has happened to me twice in two weeks, luckily i always catch the guy trying to scurry away after just posting the note through the door. first time it was a regular post to be recorded for, caught the postie walking off, got him down the road, and obiovusly he lied about having knocked the door. the second time the same postie did knock the door, maybe because he saw me the first time asking him if he had knocked (and im a pretty big guy, 16 stone at 6ft, mostly muscle) so he must have been scared, so the second time he did knock, so i watched him to see how long he’d wait, so i was satisifed he’d learnt his lesson. today however, friday, waiting on a special delivery, which i paid a fiver for, i saw a different postie try and jump back in his van and i caught him, and ask him, lying bastard saying he tried to knock. im sitting literally next to the door in the front room. what the hell is going on, do i have to take matters into my own hands?? i paid special delivery to get it today, not wait 24 hr to collect it. whats wrong with this dikhed??? if i see the same one againhopefully he was intimdated like the first postie was and wet himself int he van and will knock next time. im considering putting a camera outside my door to prove theyre not knocking, because otherwise royal mail will just lie ans say he did knock, but u didnt hear it. u lot should do the same, fuck these lazy pricks, took the day off the get the mail and this wanker thinks he can do that lazy prick. and whats more there complaint procedure is 5 steps long, cant believe these morons are still in business and havent beed superseded yet
This did happen to me again just one week later, I have now a cctv recording 24/7 on my front door, I do not think the Royal Mail will last another 10 years crap service, no customer care or help and too many strikes.
yes this just happened to me today. The postman just put the paper saying he missed me and i wasn’t there and took off. I was sitting in my living room right next to the door waiting for this parcel. Like you i had to go all the way to the delivery office to collect it and no body was helpful at all. Thats just dishonest and mean !!
This garbage is happening all the time. Write straight to Parliament about it and also the national press if necessary. Each and every time. The pratts need shopping. Over the last 3 years or so I have repeatedly had Recorded Delivery items signed for by persons other than someone in my house – i.e. a Royal Mail staff member – which is a CRIMINAL OFFENCE. This is FRAUD. It happens all the time and each time I have complained about it, with no result Try complaining to Royal Mail and they will just ignore it and think that they can get away with it. They don’t give a stuff. Add to the that the repeated complaints I have made about parcels being left on my doorstep, left sticking out of my letterbox and even just tossed over the back fence onto the concrete. These idiots need to be made accountable and the only way to jhave a remote chance of anything done is to make a nuisance of yourself and go straight to the very top, bypassing their ‘complaints procedures’ entirely. If they don’t like it, touch luck. Broadcast it from the rooftops and keep doing so until they get the message
I so could not agree with you more, it’s about time it was sold off as they are all bloody useless.
After having a large amount of mail go missing and small packages hammered through our letterbox and destroyed, her indoors had a word with our thieving postman. He admitted what he’d been up to then threatened to burn my missus and our baby to death on the spot. No indepenent witnesses meant the police wouldn’t get involved and the complaints procedure (bloody joke that was) found in the posties favour then refused to deliver our mail. Anyone know of a site for posting pictures along with names and addresses of thieving postmen ?
I would post the complaint and pic to Twitter as the Royal mail has an account on twitter and they are on it every day, they responded to me on twitter, sorry I can’t help more and I am very shocked in what you say, I think the Royal mail has lost it as they do not care. Best of luck.
my name is Daniel Robinson and i work with Royal mial and i live in E5 for three weeks i have not had any mail in my house including my pay slip
I have just set up a Royal Mail complaints page on Facebook. They make it almost impossible to complain, and when you do, you receive a standard letter that does not even touch on the reason for your complaint. This will allow anyone who wants to complain easily, and I would also encourage them to put something on twitter too.
Royal Mail is a great institution that is let down by its poor customer service. If enough of us complain, or even just like my new page, then maybe they will take some action. Also Which, the consumer association magazine has highlighted the effects of social media on company behavour.
I posted a letter to Wembley from Harrow at the end of February and they still havent received.
then I posted it again 3 days ago and they still have not received , There is a short distance and I dont
understand whats going on.
Royal Mail need to seriously look into their recruiting process as there is something going on. None of my post ever reaches its destination in London. I have many cards etc and other items of post and they never reach their destination, something is amiss here and an investigation should be looked into. Apparently there was a programme on TV a few years ago looking into postal workers conduct as a large amount of post was going missing, what is going on at Royal Mail another service we cannot now rely on, Sort it Royal mail!!