“In October, Royal Mail failed to deliver two important financial documents, (one posted to replace the original that was lost) causing me a lot of trouble and meaning I had to take the morning off work twice to sort replacements.
Not learning from my mistakes, three weeks ago I ordered five pairs of earrings as Christmas gifts from different retailers via the Etsy site, and only three arrived.
I have now sadly had to ask for a refund from two independent retailers, when I would much prefer to be able to support small businesses. One of these retailers posted my original item twice, having sent me (or attempted to send me) a replacement after the first failed to arrive, only for the second pair to not arrive either - giving Royal Mail an unimpressive delivery average of 50%. Less if you count my missing documents from the previous month.
I prefer to buy from independent retailers when I can but due to Royal Mail's incompetence, I will probably just go back to Amazon because at least I do receive the items I have paid for. Therefore Royal Mail's frankly disgraceful track record and casual approach to customer care is impacting other businesses who have no choice but to use their hit-and-miss "service".
Sending an item via Royal Mail these days is like putting a note in a bottle and throwing it out to sea - you hope it will arrive somewhere, one day, but have no real expectation of it happening. Yet another disaster resulting from privatisation. No wonder its share price is down.
I have no intention of sending Christmas cards this year either, given Royal Mail's extortionate price of £1.25 for a first-class stamp, when they admit to deprioritising letters in favour of parcels. Perhaps they should rebrand a service that is so poor and unreliable it makes the 'first class' label meaningless.
In addition, the customer complaints process is laborious and can only be done by the sender, not the intended recipient, and Royal Mail's tracking system also isn't fit for purpose. Or perhaps it is if the purpose is to help my mail disappear without a trace. In that case, it has excelled itself. For the last week as I have attempted to find my two pairs of missing earrings, I have just received the message 'an update will be provided when we attempt to deliver your item'. Naively, I'd expect an 'attempt to deliver' might be the very least amount of activity to have occurred over the three weeks since I ordered - and my retailer posted - the item but maybe Royal Mail staff have better things to do such as watching Christmas television, eating biscuits or ignoring the customer complaints as they rack up.
Now that the Post Office can offer the option of alternative delivery couriers, I will not only never use Royal Mail again myself, but I will no longer be shopping with any retailers who state that it is their preferred means of delivery. Well done Royal Mail, you have lost another customer and taken trade away from a couple of independent businesses at the same time.”
“What a complete awful customer service once you managed to get through which took me 1 hour and 42 dam minutes. How can any company allow a customer to wait. I wouldn't have to call these people if they employ drivers who actually deliver your goods at the right home, nightmere. I am still awaiting for my parcel and they said it was delivered, no proof of where the so called invisible driver delivered it too, or no signature was made. Customer service are usless like a dried out 10 year old tea bag. All they came back with after waiting for almost two hours was, it has ben delivered, get out of here sherlock.
What is the country coming to. It takes to long to actually be able to speak to a human, as by the time you are given the run around by asking to pick an option, you have lost the will to live. Does anyone actually work on these phone lines? or is is just one person per shift royal mail? Get a grip as you are meant to be representing UK postal service, more like a total joke and an embarrassment.”
“Even 1 star is too much for you!
I am so disappointed- I have order something that needed to be deliver by u and there wouldn’t be Next time!
My order was ready to be delivered on Saturday but you mistake the address and re-routed… today is Thursday and the package still hasn’t come.
It is something really special for someone really special and it would be really bad if I don’t get my delivery till Friday.”
“YET AGAIN ANOTHER ROYAL MAIL "LIE / MISINFORMATION"
Yesterday I received a message stating my parcel will arrive today
The message clearly states that my parcel from Perfume Price will be delivered today
Thursday 30th November.
This is not the first time Royal Mail have sent me misinformation and I end up waiting in all day for an
item to arrive and it does not arrive.
I have had enough of this POOR service, all Royal Mail keep doing lately is increasing prices and delivering a
Worse service!
I have contacted my local MP Bob Seely on a few occasions and Mr Seely kindly contacted Royal Mail,
yet these problems STILL Exist!.
I am including BBC WATCHDOG and a few of the National newspapers, it's about time something is done
about naming and shaming Royal Mail.
If whoever sent the misinformation email to myself, and I had not waited in all day for nothing it would not have been
so bad.
Who actually sends MISINFORMATION Emails?
Message for Perfume Price unfortunately I will not order from your Company again
any Company using Royal Mail for me is a NO NO.
They cannot be trusted to deliver on time.
I am very frustrated and disappointed with their SNAIL LIKE SERVICE, BUT MAINLY THEIR LIES
Personally I do not expect anything to improve.
The Postal Review Service is a complete waste of space.
It is about time a Royal Mail executive or their CEO makes a surprise visit to the
Isle of Wight to see what exactly is happening with post!
I can only hope that BBC WATCHDOG or the National Newspapers can finally make this Company
listen to Customer Complaints.
I bet I will not even get a SORRY, just a feeble excuse about staffing issues, how much longer can we
keep listening to excuses.
Today 5th December Royal Mail delivered 3 weeks worth of post that they have been holding on to at the i
Isle of Wight sorting office.
I have been in contact with Simon Kelly Royal Mail CEO and The Postal review to see what is going on.”
“Royal Mail has been the worst possible company for some time now. My package was in their warehouse for 2 weeks. one day I received a message that I would receive the parcel, and the next day, my parcel was not on their website again. Now I'm waiting for parcel for weeks again”
“Incredible, the Royal Mail has overtaken Evri in terms of being the worst and creepiest company, they lost an item of mine that I sent insured, apparently you have to fill out forms online, because I bought postage via eBay and they sent me a mail that they couldn't collect despite having collected, i have no evidence? How about that then from hitting a depot it started tracking and now it is since SEPTEMBER out in delivery, they still will not refund and claim I should have gotten an email... The same thing happened last week, I asked the postman, he said he remembers picking it up but the system is funny, nothing he can do about it...
My resolution is to NEVER send with the Royal Fail, to not accept shipments that come through them, they just lie to you, take your money for the insurance and then find excuses, on top of it they tell you they have a resolution, the resolution of the shysters is "You paid for tracked 24 delivery, we take your money, we steal or lose your parcel and you get no compensation"”
“in recent times three items have been lost 2 greetings cards and a parcel, that represents about 80% of the mail I have posted this year!!
So I now ask myself are these things lost or stolen, in the hope the cards contained money or something of value.
I now the question how much mail goes missing from other users and how many birthdays were ruined.
I come from a generation when the royal mail could be trusted but no longer especially by me”
“An absolute shocking company
We are chasing three items, two due today and one yesterday. The one yesterday has now been lost and the manager has 72hrs to find it! If not then we will have to contact the seller. Why should we, if the stupid irresponsible company did not loose the item in the first place then 1. It would not be lost, and 2. It’s Royal Mail’s job to contact the seller not us! Also the contact centre are extremely rude, unhelpful and very impolite and highly carcastic!!
I have never had any issues with Amazon or DPD, always top service and never had any issues.
Something needs to be done to shut Royal Mail down as no company should go on like this!!
It’s totally and utterly unacceptable, appalling. To add to what I have said, I have now spoken to a call taker called Paul, who was very abrupt and hung up the phone on me as he accused me of saying the number too fast. In which I believe should be a sackable offence!!
So much for customer service!! So far I have been told lie after lie within the last 24 hours!!! THIS WILL DEFINITELY GO TO OFFCOM so that the Royal Mail can be investigated properly and throughly. THERE IS A REASON WHY THE ROYAL MAIL HAVE BEEN REVIEWED AS AB AVERAGE OF ONE STAR!!!!!”
“Every day we arrive at work to be met by customers wanting to know where their parcels are we currently lose about 4 per week. They just say they are short staffed and yet offer a new Sunday delivery and doorstep collections. If Ofcom don't do something they are just robbing customers. Since they opened a new super hub in Warrington (i dont call it super) it is a just a huge black hole that vapourises parcels and even their own staff are laughing about it.
We are in the process of dumping them for another company and then goodbye and good riddance,”
“My eBay item, 1L Chainsaw Oil for £7,95 has been delivered to one of my neighbours, by mistake and marked as "Delivered". Never returned to me.
Ebay asked for proof of non delivery to refund me my money, but Royal Mail Customer Service lady advised the item has been delivered somewhere on my street, but GPS cannot state which house exactly. And good bye: lost merchandise and money.
Luckily it was not anything valuable”
“Mail late, when I called the advisor was really rude and cut me off. Really not good customer service. Very poor customer experience. Mail was over 10 days late. No information of any problems at Watford Sorting Office”
“And the stupid award goes to!.. Postman buzzed into my property using my home number.. 7 mins later I'm still waiting for my parcel.. eventually postman arrives to deliver my parcel.. at this point I say to the postman so that he acknowledges his delay "you took your time".. postman's response "that's bcz I deliver letters!".. my response to the stupid answer "I'm aware what your job is!" ..moral of the story! DONT BUZZ MY DOOR AND MAKE ME WAIT AT MY DOOR TILL I RECIEVE MY POST U IDIOT!!”
“Order a parcel, arranged the delivery for Saturday the 25 Nov. I have a confirmation email. They tried We'd, Thu and Fri. I stayed all day at home on Saturday and the parcel never arrived. Now I have no idea where it is. I need to rearrange another delivery which probably will be another mess. It's the worst service ever!!!! And the thing is that they don't care ( I am trying to be polite here)”
“It is impossible to talk to a real person on customer services. After gaining to get an answer on lice chat, I tried ringing. Every time I call, there is a waiting queue of over 40 minutes to talk to someone. Who is going to pay for 40 minutes on an 0345 number, much less hang about that long on a phone?”
“Royal Mail sends me an email saying that a parcel I am expecting is ‘due’ to be delivered today. It isn’t. This is completely unacceptable. Royal Mail is a disgrace, unfit for service.”
