“When I applied to renew my passport a week ago, I was advised by the person at the post office to use "Royal Mail Special Delivery Guaranteed 1pm" at the cost of £6.60, to return my old passport the following day. This I did, and received my receipt with the tracking details. The following afternoon, according to the tracking information, my package still hadn't left the mail centre in my town. The next day, I called Royal Mail customer services to complain. I was told that they would refund my £6.60 (which I have still not received) but there was not much else they could do and I should just keep checking the tracking details. Yesterday morning I called the passport office to tell them that Royal Mail had lost my passport. Later that day I received a call back from them saying that my passport had arrived later that morning and they had started to process my application. According to Royal Mail's tracking information my package is still at my local mail centre. I certainly won't be using this unreliable service again.”
“The worst service. Letters are usually completely fine and undamaged, however their parcel service is hideous and overall embarrassing.
On multiple occasions I have left delivery and safe-place instructions, as suggested by the company, but have had my parcels taken to the ‘local’ delivery office - I have to laugh. If by local they mean a 30 mile-round trip to collect a parcel that I specifically paid for next day delivery AND left delivery instructions, then yes, they are an incredible, trustworthy service; but that’s certainly not how it should be. How difficult is it to leave a parcel that FITS THROUGH THE LETTER BOX, at my actual, local post office? It’s a joke of a service - I’ve filed many complaints in the past, with little help or no response at all through their customer service, and the staff are rude and unprofessional. Don’t waste your time - use a better parcel delivery company such as DPD; now that’s a 5-star postal service.
Too bad that most online services don’t let you chose which company to use. If they did, I’m sure my local Royal Mail service would be shut down in a heart beat— not met a single person who thinks they’re worth the hassle :)”
“Once again I was given a three hour slot for delivery and once again the item failed to appear. I rang the customer service number [recommended they say], was kept waiting for 30 minutes then cut off.How long are these bunch of useless incompetents at North Tyneside going to get away with such an appalling service. The Post Office are a disgrace in every aspect of the service.”
“The International Tracking service is a Joke, They charge for a premium service and yet deliver an extremely poor service. On top of this the Customer Service never respond. Takes over 10 days to deliver a Large Letter to spain. First time gave them the benefit of doubt but exactly same experience the second time. Will have to find another courier next time. Don't bother with them. I would rate them zero for customer service.”
“I asked for a mother’s day parcel to be delivered next day. So that’s £9. Oh, tomorrow is Saturday so there’s a £3 additional charge. Fine, I need it to get there so that’s fine. They put two or three Saturday Guarteed stickers in the parcel. Only afterwards do I notice that this is signed for delivery (I didn’t ask for signed for delivery knowing that my mum wasn’t going to be in at this address during the day, as she’s looking after her dying father). More than a week goes by and they’ve made no redelivery attempt, I can’t do anything and in that time my grandfather has died and so my mum isn’t at the address anymore. Call to say this isnt any good, £12 to take an A5 Jiffy bag, show it the letterbox it could have been easily posted through, and then take it away again. They will send it back to me after 18days (this is what I’m told even after the explanation I have give above. Apparently the only next day delivery available is signed for, special delivery. Well then they need to tell people this or offer the use of a biro to cross out signed for or write a note to that effect)
All in all, very disappointing. Would use a courier so you get what you ask (and pay) for”
“They are absolutely rubbish at delivering items internationally. They “AIM” to deliver 5-7 working days.. its been nearly 2 months now item still in transit! My biggest regret ever. Completely ruined my wedding!”
“the click & drop at Royal Mail is the worst ever. I bought online a 48h tracked service. It says "Take your item to a Post Office® branch, providing that you have not selected our Tracked 24 or 48 service, otherwise take your item to a Royal Mail Customer Service Point". I clicked on the list of "Royal Mail Customer Service Point", and it shows me a Post Office, near my house. I am so confused, the instructions are conflicting... On the one hand, it says "don't bring to Post Office", but on the other hand it says "bring to this Post Office, near your house"... Where am I supposed to drop my parcel, which i already bought???? So i went to the Post Office near my house as t was listed as one of the shop I could drop my parcel. But when i got there, the staff told me they can't accept the parcel, and they have no clue where i should bring it. They advised me to call Royal Mail. I called Royal Mail customer service, waited 30min, then hung up. What a joke of a company and joke of services. Will never use Royal Mail ever again. Thank God for the like of Hermes, DPD...”
“My niece sent us 4 Mother's Day cards but we only got one and the envelope was damaged I think someone from royal mail must have opened it thinking there's money in it and they just put it back in a plastic bag with just a sorry. And we still haven't received the other 2 . For me those were sentimental as it had the kids hand prints on it
This is not the first time we've had issues with royal mail a while back twice we had signed for letters and even though we were in the postman didn't even ring and he must have signed himself and left the letter in the letter box.
Royal mail can't be trusted.”
“Stupid, idiotic service. If you get sent a Special Delivery you better stay home the next day, because you can't choose another date, you can't choose a time slot, nothing! Then of course as normal person you are working so you get home and find the wretched red card. The earliest redelivery available is 2 days away! Or go to their office, because you have nothing else to do with your time, and get it yourself. Pay for bus or train fair, even though you already paid for Special Delivery. Very special indeed.”
“As I knew my delivery is due today, been staying home for all day, and what I found in my mailbox - something for you, note. Postman did not bother to ring a bell, useless company! Last time parcel was missing, as he left it at the wrong address, and now that.”
“I have been using Royal Mail over 15 years to send small parcels, large letters but they lose my parcels every week with no fail, truly unbelievable. Also, their response time is too slow and worse they don't solve the problems.”
“PACKAGE LOST. Put a package in the mail, never seen again. Money down the drain! They say I should pay extra for tracking if I want to be sure my package will reach it's destination. That's what I ALREADY PAID FOR!!!! If your business is delivery and you don't deliver, I should get my money back no? That's how regular businesses work, why does Royal Mail get a pass??”
“A week ago I sent a document by first class recorded delivery and was under the illusion that Royal Mail would delivery it.I was wrong. Should the Royal Mail lose letters etc they treat it as a game, they send you round in circles then back to the start, so if you send important mail I advise you to use any other method of delivery other than "good old" Royal Mail.”
“I had to pay VAT £6.30 and handling fee £8.00 for the Mother's Day present from my son who lives in New Zealand even when on the package clearly says that value is 60 NZ dollars which is less than 39 pounds very disappointing and sad for me and my son😢”
“Appalling customer service - sent three emails over the past three weeks with no response. Two phone calls and holding for at least 40 minutes each time. I am just trying to get a parcel returned to sender so I can get a refund from the shop I bought it from yet it has been sat in a depot for a month now. They won’t let me collect it because there was an error in the postcode but a simple request to return to sender has still not happened. Never received such terrible service!”
“The Royal Mail is a national embarrassment. I bought a couple of items from Ebay recently, one of which was pretty urgent. Both items were being delivered by the Royal Mail tracked service. So .... neither of them have shown up over a week down the line. I looked at the tracking service and it said that the postman tried to deliver but that it was refused at the door?! They didn't come to the house with the parcel!! That meant it was supposed to be returned to the original vendor. So I complained to Ebay and the vendor refunded me. On the same day, I got an email to say that the parcel had been successfully delivered. I was sitting in my house at the time and nothing had been delivered! As a company, its staff, procedures, and technology are all over the place. I used the tracking service this morning to see where the 2nd parcel was. I entered the tracking number and the tracking service simply came up with a standard message saying "this service cannot track your parcel at this time. Please try later". Laughably poor service. I won't use this shower again.”
“Absolutley useless the gates were locked but there was big sign saying royal mail please come in but quit clearly he/she couldnt be bothered getting of there backside and looking, they say it is in retention when it isnt because we went to our local royal mail and checked but try and aviod them if you can they are garbage”
“Absolutly useless dont deliver it when expected gates were locked and it had a since saying it is open but quit clearly could be bothered getting out of the van absolutely garbage”
“Would give them zero if possible.
Lost my item. On phone for hours to get no response.
Avoid at all costs.
Don't provide a service that you can't provide and help when needed.”
