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Royal Mail. Need some advice please.

£0.00 @ Royal Mail
Ok, well I ordered an item off the Internet and used Royal Mail First class signed for delivery. Yesterday when I checked the status of my item with my tracking number via the Royal Mail website … Read More
globalkilla Avatar
suspended6y, 3w agoPosted 6 years, 3 weeks ago
Ok, well I ordered an item off the Internet and used Royal Mail First class signed for delivery.

Yesterday when I checked the status of my item with my tracking number via the Royal Mail website it said that a delivery had been attempted and the package was left at my local sorting office for collection.

There was no card left saying a delivery had been attempted and I was in all day, so at 16:50 I went to my local sorting office, with proof of my name and address, and was told that no items was there for collection.

When I got up this moring and checked the status of my item on the Royal Mail website it said that the item had been collected and signed for at my local sorting office. I went and spoke to the manager at the sorting office and he said he remembers someone that wasn't me coming and collecting the item for my address with the card that they leave saying a delivery had been attempted. I asked him to write that down and sign it, but he refused.

This can only leave me to believe that the Royal Mail is at fault, and tried to deliver my item to the wrong address, further more they let someone else collect and recieve my item without proof that they live at the address on the package. Surley this is fruad and theft? Since the person that collected the item signed for it in my name and knowingly collected an item they knew wasn't for them.

The manager said he didn't know what to do about this, and basically said it wasn't their responsability.

Where do I go from here? This isn't my fault but I'm left to sort it out as the sorting office is taking no responsability.

Thanks for any advice.
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globalkilla Avatar
suspended6y, 3w agoPosted 6 years, 3 weeks ago
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#1
Of course it's their responsibility. Go back and tell them you want to claim or you'll take their sorry butt to court
#2
Yes Royal Mail are at fault and you definitely need some form of written proof from the manager or whoever you spoke to at the sorting office stating what they told you.

"This can only leave me to believe that the Royal Mail is at fault, and tried to deliver my item to the wrong address, further more they let someone else collect and recieve my item without proof that they live at the address on the package"

They definitely should have requested proof of ID, whenever I have gone to pick up a package for my partner I have to show proof of his ID (usually a bank card/statement) and my own ID. Try calling Royal Mail customer services to see what they say. Sounds like the postie definitely delivered the card to the wrong address.
suspended#3
I rang the Royal Mail and they said that I need to obtain proof that the sender sent the item to the correct address. I have got copies from the company of the delivery note, invoice and Royal Mail pickup note which is signed by the driver.

The address on these are my correct address.

fluffyundacrakas
They definitely should have requested proof of ID, whenever I have gone to pick up a package for my partner I have to show proof of his ID (usually a bank card/statement) and my own ID. Try calling Royal Mail customer services to see what they say. Sounds like the postie definitely delivered the card to the wrong address.

While I was at the sorting office waiting to speak to the manager, at least 5 people came with a card that they leave and none was asked for ID.
2 Likes #4
My postoffice let's me collect parcels if I have the card without Id but haven't the post office got video cameras installed most do and I'd give the police a ring as this is theft and obtaning goods by deception hope you get it sorted
#5
Also have a word with the postie as he may be able to tell you where he deliverd the card to by the way I said post office as that's where my sorting office is although sorting office should have cameras too
banned 2 Likes #6
Ring the Royal Mail Chairmans Office

0207 250 2888 and select option 1

Make sure you are speaking to "the chairmans office" and explain that your parcel has been given to someone who presumably had a card because the postman tried to deliver to the wrong address and then gave your parcel to someone without your ID.

I expect that manager will soon be jumping through hoops to assist you.

Good luck.

Edited By: guv on Apr 01, 2011 18:30
1 Like #7
Surely the first thing to do is contact the seller and tell them that you haven't received your goods.

Its up to them to track the item down and take it up with the Post Office.
suspended#8
Acx
Surely the first thing to do is contact the seller and tell them that you haven't received your goods.

Its up to them to track the item down and take it up with the Post Office.
I have contacted them and told them what has happened. They have provided me with their proof of postage and delivery address they sent it to (which is mine) and said I have to take it up with Royal Mail myself as they do not deal with it.

Edited By: globalkilla on Apr 01, 2011 18:40
suspended#9
guv
Ring the Royal Mail Chairmans Office

0207 250 2888 and select option 1

Make sure you are speaking to "the chairmans office" and explain that your parcel has been given to someone who presumably had a card because the postman tried to deliver to the wrong address and then gave your parcel to someone without your ID.

I expect that manager will soon be jumping through hoops to assist you.

Good luck.
Thanks for the advice, hopefully more helpful than the customer service line I called earlier
banned#10
globalkilla
guv
Ring the Royal Mail Chairmans Office

0207 250 2888 and select option 1

Make sure you are speaking to "the chairmans office" and explain that your parcel has been given to someone who presumably had a card because the postman tried to deliver to the wrong address and then gave your parcel to someone without your ID.

I expect that manager will soon be jumping through hoops to assist you.

Good luck.

Thanks for the advice, hopefully more helpful than the customer service line I called earlier


No probs. Just make sure you select option 1 for business users. option 2 will put you through to the muppets in CS.
#11
globalkilla
Acx
Surely the first thing to do is contact the seller and tell them that you haven't received your goods.

Its up to them to track the item down and take it up with the Post Office.

I have contacted them and told them what has happened. They have provided me with their proof of postage and delivery address they sent it to (which is mine) and said I have to take it up with Royal Mail myself as they do not deal with it.


Until its delivered to you its the sellers problem, they have the contract with RM not you.

Did you pay on your credit card, how much was the item ?
#12
globalkilla
Acx
Surely the first thing to do is contact the seller and tell them that you haven't received your goods.

Its up to them to track the item down and take it up with the Post Office.

I have contacted them and told them what has happened. They have provided me with their proof of postage and delivery address they sent it to (which is mine) and said I have to take it up with Royal Mail myself as they do not deal with it.


Not a very good customer relations attitude for a company then. They shouldn't do this and this is where my anger would also be directed.

I can see you being stuck between a Rock and a Hard place here if the company wont help you.

How did you pay Credit Card? Debit Card? I would email the company and say that you are trying for a charge back as you never received your goods. It may wake them up a bit.
As suggested by Guv, but try writing/phoning the Chairman of the Selling Company may also help.





Edited By: Acx on Apr 01, 2011 19:14: .
suspended#13
deanos
Until its delivered to you its the sellers problem, they have the contract with RM not you.

Did you pay on your credit card, how much was the item ?
I payed via credit card (Mastercard) and it was £15.52.

I'm also waiting for another First class recorded signed for delivery that was posted on the 23 March. When I put the tracking number into the Royal Mail website it just says that the item was posted on the 23rd and is being processed. When I rang the Royal Mail earlier they said they didn't know where this item was. That one cost £45 and brought on Ebay payed via PayPal.

Edited By: globalkilla on Apr 01, 2011 19:18
#14
I would phone Mastercard and see what they say. They may be happy to do a chargeback.
Chargeback on credit and debit cards

if not successful

I believe that you can make a claim from the Royal Mail yourself, the fact that the company you bought it from have provided you with with proof of postage should help, but it may be a while before you see your money (if you want to go down that road).

The fact that they are making you go through this process for the sake of £15.52 would make me wary of using them again.
banned#15
deanos
globalkilla
Acx
Surely the first thing to do is contact the seller and tell them that you haven't received your goods.

Its up to them to track the item down and take it up with the Post Office.

I have contacted them and told them what has happened. They have provided me with their proof of postage and delivery address they sent it to (which is mine) and said I have to take it up with Royal Mail myself as they do not deal with it.


Until its delivered to you its the sellers problem, they have the contract with RM not you.

Did you pay on your credit card, how much was the item ?


Problem is, royal mail will say it was delivered and will show a signature showing it was.
OP should do as suggested and complain to Royal Mail
suspended#16
Thanks for your replys. I think I'm going to put in a complaint and try and get the money back from Royal Mail while I'm at it. I'm also thinking of going to the police just to let them know that I've had a theft of mail, not like their going to do much but at least it will be logged if needed.
#17
I have collected dozens of items and have never once been asked for ID - even though the cards say it is required.
#18
if its signed for they will have a record of signature (may be on line copy too) and time of this and the address it was set to as that will also have to be on their system from when it was tracked by post ofice,, yes definatly inform police especially if you can prove you were no where near to office at time , your work PC if you have one will show that,

as the others have said too, check with postie as if he she is your regular person they will know if they put it through your letter box. it may have not even made it out of the sorting office? what time was the card left ect,

shame as its lot of work for a small value but like you its probably the principal,

good luck post back how you get on, never know when we may have a similar issue
#19
Definitely keep on at RM until you get a result - they're at fault. They should have asked the collector for ID, and when the collector could not provide any, they should have turned him away.

Sounds like the manager you spoke to just can't be bothered with the hassle, but he should be bothered - so don't let them fob you off!
#20
OP needs to contact seller again and insist they deal with this. The contract is with them, not Royal Mail.

Getting a Crime Number is a very good idea, as it will show the seller you mean business.

Possibly even try to call Trading Standards, may be they are willing to lecture the seller on the Distant Selling Regulation. TS rarely do get involved, unless they consider the case part of the bigger picture. However when they do, a visit by one of their staff at the sellers premises does work wonders.






Edited By: SUMMONER on Apr 02, 2011 03:58: ..
banned#21
SUMMONER
OP needs to contact seller again and insist they deal with this. The contract is with them, not Royal Mail.

Getting a Crime Number is a very good idea, as it will show the seller you mean business.

Possibly even try to call Trading Standards, may be they are willing to lecture the seller on the Distant Selling Regulation. TS rarely do get involved, unless they consider the case part of the bigger picture. However when they do, a visit by one of their staff at the sellers premises does work wonders.






Eh? Do you even have a clue what happened?

you cant blame the seller when its clearly RM at fault.
2 Likes #22
SUMMONER
OP needs to contact seller again and insist they deal with this. The contract is with them, not Royal Mail.

Getting a Crime Number is a very good idea, as it will show the seller you mean business.

Possibly even try to call Trading Standards, may be they are willing to lecture the seller on the Distant Selling Regulation. TS rarely do get involved, unless they consider the case part of the bigger picture. However when they do, a visit by one of their staff at the sellers premises does work wonders.








OP,ignore this advice as its total rubbish



Edited By: boothy on Apr 02, 2011 09:18
1 Like #23
Its royal mails fault, they are ment to check everyone picking up a package some form of id, my local post office check do this which is good.
Sounds like the postman just put the red card through someone elses door and the other person wasn't so nice and claimed it.
suspended#24
highland2010
if its signed for they will have a record of signature (may be on line copy too) and time of this and the address it was set to as that will also have to be on their system from when it was tracked by post ofice,, yes definatly inform police especially if you can prove you were no where near to office at time , your work PC if you have one will show that,

as the others have said too, check with postie as if he she is your regular person they will know if they put it through your letter box. it may have not even made it out of the sorting office? what time was the card left ect,

shame as its lot of work for a small value but like you its probably the principal,

good luck post back how you get on, never know when we may have a similar issue
There is a recorded signiture online, which deffently isn't mine. I think that the sorting office's have CCTV fitted which would prove that I wasn't the person collecting.
#25
globalkilla
highland2010
if its signed for they will have a record of signature (may be on line copy too) and time of this and the address it was set to as that will also have to be on their system from when it was tracked by post ofice,, yes definatly inform police especially if you can prove you were no where near to office at time , your work PC if you have one will show that,

as the others have said too, check with postie as if he she is your regular person they will know if they put it through your letter box. it may have not even made it out of the sorting office? what time was the card left ect,

shame as its lot of work for a small value but like you its probably the principal,

good luck post back how you get on, never know when we may have a similar issue
There is a recorded signiture online, which deffently isn't mine. I think that the sorting office's have CCTV fitted which would prove that I wasn't the person collecting.

does it give a time too, may be interresting to see the time on that and the time the card was left at "your" home,
also agrree with the majority thay it is RM that is at fault the seller has done what they should have
#26
The product is the seller's responsibility until it was successfully delivered, the only exception is when the buyer sends his/her own courier to collect the item from the seller. It's the law.

Just because RM say it was collected by the person doesn't mean it was, hence getting the Crime Number to show the OP not just pulling a fast one. If the seller ultimately doesn't bulge keep talking to Master Card, they share responsibility for the missing product with the seller.


Edited By: SUMMONER on Apr 02, 2011 16:07: ..
banned#27
SUMMONER
The product is the seller's responsibility until it was successfully delivered, the only exception is when the buyer sends his/her own courier to collect the item from the seller. It's the law.


Have you taken the time to read what has happened and understand what Royal Mail would say to the seller if he tried to claim the item wasnt delivered?
#28
guv
SUMMONER
The product is the seller's responsibility until it was successfully delivered, the only exception is when the buyer sends his/her own courier to collect the item from the seller. It's the law.


Have you taken the time to read what has happened and understand what Royal Mail would say to the seller if he tried to claim the item wasnt delivered?

It is not the buyer's problem, since he didn't send the item. The seller/sender must investigate their missing parcel themselves.

If the OP wants to assist by talking to RM he can do that, however RM legally don't even have to talk to him as he is not the sender.


Edited By: SUMMONER on Apr 02, 2011 16:15
banned#29
SUMMONER
guv
SUMMONER
The product is the seller's responsibility until it was successfully delivered, the only exception is when the buyer sends his/her own courier to collect the item from the seller. It's the law.


Have you taken the time to read what has happened and understand what Royal Mail would say to the seller if he tried to claim the item wasnt delivered?

It is not the buyer's problem, since he didn't send the item. The seller must investigate their missing parcel.


The buyer doesn't need to do a thing. he can prove (according to Royal Mail) that his item was delivered. There is no "must" about it.
#30
guv
SUMMONER
guv
SUMMONER
The product is the seller's responsibility until it was successfully delivered, the only exception is when the buyer sends his/her own courier to collect the item from the seller. It's the law.


Have you taken the time to read what has happened and understand what Royal Mail would say to the seller if he tried to claim the item wasnt delivered?

It is not the buyer's problem, since he didn't send the item. The seller must investigate their missing parcel.


The buyer doesn't need to do a thing. he can prove (according to Royal Mail) that his item was delivered. There is no "must" about it.

Hence the crime number.

The seller should now contact RM customer services, so that their mail fraud department can start an investigation into the parcel. In time they will issue the seller with a refund for postage and possibly the item value (if it is covered).



Edited By: SUMMONER on Apr 02, 2011 16:24: ..
banned#31
SUMMONER
guv
SUMMONER
guv
SUMMONER
The product is the seller's responsibility until it was successfully delivered, the only exception is when the buyer sends his/her own courier to collect the item from the seller. It's the law.


Have you taken the time to read what has happened and understand what Royal Mail would say to the seller if he tried to claim the item wasnt delivered?

It is not the buyer's problem, since he didn't send the item. The seller must investigate their missing parcel.


The buyer doesn't need to do a thing. he can prove (according to Royal Mail) that his item was delivered. There is no "must" about it.

Hence the crime number.



And which crime number might this be? (You haven't mentioned anything about crime numbers previously)

The Seller can prove he sent the item and that it was delivered. If the buyer hasn't received it, it would be him reporting the crime since the seller couldn't claim anything against Royal Mail even if he did believe him and lets be fair, its only his word and he could be a scammer.

What will happen is as the OP suggested, that RM will look into it once its been raised with the "chairmans office" as currently they are suggesting they've done nothing wrong - just like the seller.
#32
guv
And which crime number might this be? (You haven't mentioned anything about crime numbers previously)

The Seller can prove he sent the item and that it was delivered. If the buyer hasn't received it, it would be him reporting the crime since the seller couldn't claim anything against Royal Mail even if he did believe him and lets be fair, its only his word and he could be a scammer.

What will happen is as the OP suggested, that RM will look into it once its been raised with the "chairmans office" as currently they are suggesting they've done nothing wrong - just like the seller.

Read post #20

And I am not saying that he should not do that, what I am saying is that legally it is seller that must start the investigation as they are the ones that commissioned Royal Mail to deliver the parcel.

If they refuse to do anything the OP can call his credit card company.


Edited By: SUMMONER on Apr 02, 2011 16:58: .
1 Like #33
That is horrible!! And I don't see how it has anything to do with th seller tbh as people have said- it has been signed for.

Absolutely horrific that you pay more delivery for things to ensure you get them and you can't even trust it.
banned#34
SUMMONER
guv
And which crime number might this be? (You haven't mentioned anything about crime numbers previously)

The Seller can prove he sent the item and that it was delivered. If the buyer hasn't received it, it would be him reporting the crime since the seller couldn't claim anything against Royal Mail even if he did believe him and lets be fair, its only his word and he could be a scammer.

What will happen is as the OP suggested, that RM will look into it once its been raised with the "chairmans office" as currently they are suggesting they've done nothing wrong - just like the seller.

Read post #20

And I am not saying that he should not do that, what I am saying is that legally it is seller that must start the investigation as they are the ones that commissioned Royal Mail to deliver the parcel.

If they refuse to do anything the OP can call his credit card company.


Stop your nonsense now. Just accept you are talking crap!
#35
op, listen up...

1- does the signature match your name?
2- if not then theres your proof that you did not sign for it
3- on the other hand if the person signed faking your name then its a criminal offence. you can also provide a copy of your real signature clearly showing that they dont match
4- do a chargeback on your credit card- suggest you do this today- let your credit card co deal with it- and provide all the info as they request
5- you're wasting your time chasing royal mail/seller- go straight to your credit card co

hope this helps, get in touch if you get stuck
banned#36
sedd33
op, listen up...

1- does the signature match your name?
2- if not then theres your proof that you did not sign for it
3- on the other hand if the person signed faking your name then its a criminal offence. you can also provide a copy of your real signature clearly showing that they dont match
4- do a chargeback on your credit card- suggest you do this today- let your credit card co deal with it- and provide all the info as they request
5- you're wasting your time chasing royal mail/seller- go straight to your credit card co

hope this helps, get in touch if you get stuck


Good advice to contact CC. Bad advice not to chase RM.

OP has already said another parcel seems to be missing. How many must he loose through theft / fraud before its worthwhile?

I agree RM CS are pants, however the number I posted above DO take things seriously and logging problems highlight trends. (I'm sure he's probably not the only one in his area with this problem.)
#37
Do you live in flats by the way? My boyfriend used to live in flats which the main door was shared.. I had ordered some things from my memory (that 1p keyboard if anybody remembers) and made it up to £10 so it was free delivery... and some shoes off amazon, I went to his from work and 2 boxes were outside his front door.. one being a shoe box the other being the my memory stuff, I opened it to find it short of a keyboard and some touch lamps. I emailed about it and they said that there were 2 boxes signed for (not including the shoes) gave me the name of who signed etc, the name being someone who didn't even live in the building.. I didn't make a fuss of it because it was like a 1p keyboard and some touch lights... think we found our culprit though a couple of months later when they burgled his flat.. xbox + all related items (games, pads, play + charge kits etc), tv, monitor, the hoover ¬.¬, a money box containing about 80p max... we went in Money Traders and saw our hoover.. rang the police back etc and the silly cow upstairs let them take pics of her when she sold them in!!
Got most of our stuff back... minus the tv and a few games but I'm assuming thats where my keyboard etc had gone... (I don't understand why the only took one box though)
suspended#38
sedd33
op, listen up...

1- does the signature match your name?
2- if not then theres your proof that you did not sign for it
3- on the other hand if the person signed faking your name then its a criminal offence. you can also provide a copy of your real signature clearly showing that they dont match
4- do a chargeback on your credit card- suggest you do this today- let your credit card co deal with it- and provide all the info as they request
5- you're wasting your time chasing royal mail/seller- go straight to your credit card co

hope this helps, get in touch if you get stuck
Thanks for the advice everyone. I will get onto my credit card and see what they tell me.
The signature doesn't match my name, but under the signature it say's my name, so they have signed for it as me.

Dehumanization
Do you live in flats by the way?
Nope, I live in a detached house with the number clearly on it.
1 Like #39
Major cock up on RM's part then. I hope you get either your item and your money back, and some form of copensation of RM- even if it's just them admitting it's their fault.
banned 1 Like #40
A credit card chargeback will likely fail as the company can prove delivery.

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