This problem stems back from the beginning of May. I ordered a near £200 camera, new from Ebay from a business seller, posted was tracked. I was waiting on a couple of items (clothes purchased from Ebay too) as all of them we needed for our holiday. When I had the red Royal Mail calling card through the door, it just said 'item left in red recycle box'. It was a Wednesday and collection day so the boxes were on the front lawn. When I went to check there was no item. As I didn't know which parcel it was, I checked the tracked package online using the information the seller provided. Imagine my shock when I saw a signature saying the item had been delivered on that day (screen shot obtained). This was a Wednesday.
I immediately contacted the seller on Ebay who basically said they could see it was tracked and showing up as delivered. On the Saturday morning I went into the Royal Mail sorting office (I would have done this sooner but the times it opens are when I was in work), took in ID with my signature and explained that the postman had forged my signature. I was told this would be raised and a manager would ring me back. I was going on holiday for 3 weeks but said I would be contactable over the phone.
In the meantime I raised a dispute with Ebay which was settled in favour of the seller as the item had been 'delivered' (I completely understand this decision but it is not helping me and getting the money back). Royal Mail did not contact me whilst on holiday and since returning home I have raised this with Royal Mail through their formal complaints process. Their initial response was not helpful and it took over 3 weeks before I had a reply with a standard apology and telling me that the seller needs to raise a claim and to complete form
I have sent at least half a dozen emails to the seller, asking and begging that they complete the form but they have completely ignored them. I have contacted Royal Mail again and I find their response completely patronising, a standard email that is useless. Would you progress this via the Escalated Customer Resolution Team? If anyone can help I would be really grateful.
So this was their first response:
I'm sorry to hear about problems you experienced with Royal Mail Tracked item ***. Of the huge volumes of letters and packets we handle, very few encounter a problem along their way - but we take every single failure seriously, so I'm sorry that you've had cause to contact us.
I fully appreciate the risk to the security of your mail if our postmen and women do not follow our procedures. It's important that our customers have confidence in us to always deliver their mail securely and to a high standard, so I apologise again that we have let you down.
To deal with this problem, and based on the information you've provided, I have been able to take the following action:
• Logged and reported the full details of your complaint
• Checked the service information available to me to ensure there are no related issues in your area
• Passed these details to the manager of the Delivery Office.
The Delivery Office Manager will do all that is required to ensure you receive the quality of service you should expect in future.
Turning to your claim for compensation, please ask the sender of this item to complete and submit our 'Lost, damaged or delayed inland mail - claims form' (also known as a P58) provides customers with the appropriate framework to help them understand what information is needed to help us conclude their and our enquiries as efficiently as possible. This form can be completed online at: http://www.royalmail.com/p58
All Royal Mail Tracked item claims must come from the sender, who will be able to provide the necessary documentation for the claim.
Thank you for taking the time to contact us about this matter and I hope you will accept my apologies, once again, for any inconvenience and annoyance we may have caused. Please be assured that we will use this information to make further improvements. In the unlikely event that you experience any further problems of this nature though, please contact us again by emailing us at [email protected]
, quoting reference number***
I responded saying the following:
To whom it may concern
I have reviewed your response below and I am still not happy.
As described, I bought the camera lens, new from Ebay from a business seller. When this was not received, I initially took this up with the seller and logged a dispute with Ebay and Paypal, sending all the supporting documents and tracking information to Ebay. At the same time I also attempted to contact Royal Mail. You will notice in my original email to you I visited the Sorting Office in Northwich before going on holiday and no-one returned my telephone call. Whilst I was on holiday, I was contacted by Ebay who ruled in favour of the seller because the seller could prove that the item had been signed for, which I described to you below. This was because an employee from Royal Mail fraudulently signed for a packaged addressed to me and alleges to have left an expensive camera lens in a recycle box on the front garden on collection day, however this cannot be proven.
As you suggested, I have contacted the seller and asked that they fill in the claim forms, however the seller is not responding to any of my emails. I am at a loss to understand why this claim form needs to be completed as it is for, as you quote, 'Lost, damaged or delayed inland mail'. My package is neither lost, damaged or delayed, it was signed for by a Royal Mail employee so clearly was handled by the Postman. Clearly a Royal Mail employee has not only committed fraud and forged my signature, but has possibly stolen an item of mail belonging to me. This is a fact that you appear to have overlooked in your email response.
Then this is a reply we have had this morning:
I am sorry to learn that you were dissatisfied with my colleague's previous response and for the issues you have experienced regarding the item ***
I must confirm that items sent using our Royal Mail Tracked service must be referred to the sender for any investigations to take place, please accept my apologies.
I can advise that the full details of your complaint have been logged and reported to the local delivery office for internal investigation.
I appreciate that this will come as a disappointment to you as this is not the outcome that you were looking for but I hope that my explanation has been helpful in setting out why I have taken this decision. However if you are still not satisfied with our response you can escalate your complaint to our Escalated Complaints Resolution Team as detailed in our complaints handling process details on our website.
The Escalated Complaints Resolution Team can be contacted by email to [email protected]
. Alternatively you can write to: Escalated Customer Resolution Team, Royal Mail, PO Box 466, Plymouth, PL9 7HJ. If you do contact the team please can I ask you to quote your reference number