Found 6th Apr 2011
A couple of months back I sold a new item on here, unfortunately the buyer never received it, so I duly refunded the buyer. Although it was sent by 2nd class I did get a proof of postage receipt as the item was worth around £35 it was adequate. So after the required waiting time I put a claim for compensation to Royal Mail. While filling in the form it asked to include the original receipt of the item, which I didn't have. So I called their customer services, who told to include a few screen shots of the item for sale at various internet suppliers as proof of the value, which I did.
A month later Royal Mail have come back to me telling me that as I didn't have the original purchase receipt for the lost item they could only provide compensation to the value of the postage, so they've sent me a book of stamps to the value of around £2.50.

I've spoken to the chap at the post office where i posted the thing, and he wasn't aware of any such policy of requesting original recepts. Though he did say that nothing surprised him about how RM deal with claims. He told me he knew of a chap who posted a Rolex watch from his PO, by Recorded Delivery even though he had warned the customer that it would not provide adequate cover incase it got lost. As it happened it did indeed get lost in the post, however RM were happy to compensate the customer for £400!

Has anyone had any experience on how to deal with RM and recover compensation?

12 Comments

I have recently did this to claim back money for a lost mouse, they paid out, quite sneakily they did contact the buyer and asked how much he paid for my item, so they only gave me the money paid, not the money to replace the item. Took ages though.

Its usually sitting in the corner of their depots, watched over by some of the vultures that work there. Then they get to claim it and sell it as there own, brilliant.
Anyway good luck

that stinks, there's a dated photo of the item in the thread? If so query the payout and or escalate it.

Original Poster

aircanman

I have recently did this to claim back money for a lost mouse, they paid … I have recently did this to claim back money for a lost mouse, they paid out, quite sneakily they did contact the buyer and asked how much he paid for my item, so they only gave me the money paid, not the money to replace the item. Took ages though.



I wouldn't mind if they gave me the value it was sold at, wasn't much different thsn the value claimed.

chalkysoil

that stinks, there's a dated photo of the item in the thread? If so query … that stinks, there's a dated photo of the item in the thread? If so query the payout and or escalate it.



Unfortunately the photo has no date on it.

I've phoned their customer service again to complain and they've asked me to write in with my complaint, (more profit another stamp).

aircanman

I have recently did this to claim back money for a lost mouse, they paid … I have recently did this to claim back money for a lost mouse, they paid out, quite sneakily they did contact the buyer and asked how much he paid for my item, so they only gave me the money paid, not the money to replace the item. Took ages though.

chalkysoil

that stinks, there's a dated photo of the item in the thread? If so … that stinks, there's a dated photo of the item in the thread? If so query the payout and or escalate it.



HAHAHA you don't need to use a stamp when writing to royal mail!! They are the company who deliver you mail, why would you need a stamp to send THEM a letter?!?!

Banned

RM are ****.

Banned

Ring this number 02072502888 and select option 1

Ask to speak to the chairmans office as the complaint is regarding customer services. (Make sure with whoever answers, you find out which office they work - if they dont say chairmans office, try again and press the point you dont want a CS rep.

These people should sort it out. There is no requirement to provide a receipt. If there was, it would be in the t&c. Suggest they need to retrain their staff.

Good luck

Original Poster

norfolk_enchance

HAHAHA you don't need to use a stamp when writing to royal mail!! They … HAHAHA you don't need to use a stamp when writing to royal mail!! They are the company who deliver you mail, why would you need a stamp to send THEM a letter?!?!



Sh*t, never thought about that, I actually posted it earlier with a first class stamp! oO

add that cost to your claim.

mudddy

Sh*t, never thought about that, I actually posted it earlier with a first … Sh*t, never thought about that, I actually posted it earlier with a first class stamp! oO



Sorry I just read back what I put and it sounded harsh. I just meant that it is freepost to royal mail on account of the fact that they carry their own post!

Original Poster

norfolk_enchance

[Sorry I just read back what I put and it sounded harsh. I just meant … [Sorry I just read back what I put and it sounded harsh. I just meant that it is freepost to royal mail on account of the fact that they carry their own post!



No offense taken ;).
But I'm a bit annoyed that when I called RM and they gave me the address to write to, they didn't mention no stamp was required.nor did it have freepost in it.

mudddy

No offense taken ;).But I'm a bit annoyed that when I called RM and they … No offense taken ;).But I'm a bit annoyed that when I called RM and they gave me the address to write to, they didn't mention no stamp was required.nor did it have freepost in it.



You should of sent the letter recorded delivery to the Post Office just in case;)
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