“Disgraceful company which should no longer be "Royal". Delivery marked as arriving today now delayed (unsuprisingly). This is a consistent issue - as bad as Evri.”
“They don't deserve the One Star. Don't use the Royal Mail Tracker 24, it's a scam. This service is DEFINITELY NOT a 24 hr service, and when you call them they can't do anything. We paid extra for a passport to be sent with the Tracker 24, from The American Embassy in London to our London address. Royal Mail decided the quickest route was via Manchester, and from Manchester to Swindon!!!!!! Was then told by Customer Service the 24 hrs only kicks in when it gets to Swindon, not when it was sent from London!!!!!!! However that is not true, If it were we'd still receive the passport in time to make our flight. Unfortunately, Royal Mail don't guarantee anything and can only aim to get it to us within 42 hrs of it reaching Swindon and that's just "an aim, not a guarantee". I spoke to customer service and offered to drive to Swindon to pick it up, but was told Swindon is not customer facing!!!!!! I've just checked the Tracker 10 hours after i spoke to customer service, and 16 hrs after it arrived in Swindon and it's still in Swindon!!!!! If the passport does not arrive tomorrow we miss our flight, and a flight to New York at short notice is £1,700 one way. When a mail service is incapable of sending a package from a London address to another London address then they should cease to operate. From now on I will always look to see if I can use another company, even if it costs me more. The Royal Mail are not fit for purpose.”
“I have had an awful experience with this company seceral times. This is the latest tale of woe! Expecting an overseas parcel which I knew would have a custom payment. Royal mail informed me of the total needed 42.50 which I paid immediately. I was told it would be delivered in 3 days. Stayed in to receive parcel but no delivery. Stayed in the next day, still no delivery. Went to our local parcel office told computers were down so they could not locate parcel, went again next day, computers still down. Went next day computers working but was told because it was a customs delivery parcel they could not look it up. A day later (a full week after so called delivery date still not received it. I am in despair and will try to never use RM again. Terrible company!”
“Losing my savings so quickly was heartbreaking. I was completely shut out of my account, unsure where to turn. A friend recommended Fred Mercy, and that changed everything. He took my case seriously and helped recover every cent. It was one of the hardest experiences of my life, but I'm grateful for the outcome.”
“Losing my savings so quickly was heartbreaking. I was completely shut out of my account, unsure where to turn. A friend recommended Fred Mercy, and that changed everything. He took my case seriously and helped recover every cent. It was one of the hardest experiences of my life, but I'm grateful for the outcome.”
“Bought items from Etsy seller in Paris. Parcel sat in French airport for a Month before being returned to seller! Parcel has been resent nd has been sitting in UK customs for 6 days nd counting. Logged complaint and told to expect update in 2 days = Nothing!!! Are we living in the dark ages or what!!!!”
“I paid for Tracked 48 but received Untracked 96. Due to this delay I requested a later date delivery so I could be present to receive my package. Royal mail confirmed my request via email. Then they delivered this morning against my wishes. If my package is stolen they will be reimbursing me.”
“Royal Mail continues to let customers down on a national scale — and somehow they’re still entrusted to run the UK’s postal service. The overall experience is consistently poor: broken website functionality, non-existent customer support, and an ongoing decline in service quality.
They must be protected by something, because no private business could operate like this and still survive. It’s not just disappointing anymore — it’s shocking.
To make matters worse, they had the audacity to host a “status” page at https://clickanddrop.statuspage.io showing all systems as “operational.” Really? While the search function on the main site is completely broken? What’s the point of a status page if it’s blatantly misleading?
This isn’t just incompetence — it’s misrepresentation. There’s no transparency, no accountability, and clearly no urgency to fix what’s broken.
Please, Ofcom — do something.
Investigate this company. Hold them accountable. The public deserves a postal service that functions reliably and is held to basic standards of performance and honesty.”
“Had a parcel sent 2nd class recorded 7 days ago and disappeared. No tracking updates so its been either lost or stolen for some reason. Got another one on the way 2nd class recorded and if that fails to arrive I will raise a complaint like I've done before. They have been good at delivery for a long time but this now is suspicious behaviour.”
“On Wed 2nd July I was notified my parcel had been delivered. We were home all day and no parcel was received.
I used the Royal Mail website to enter the tracking number and it stated the parcel had been delivered on Wed 2nd July. On checking the proof of delivery there was a photograph taken in what appeared to be a warehouse with a number of parcels on a pallet.
I have tried to sort out this problem via the website but when you give them the tracking number the "bot" just says it was delivered. It has been delivered by the Bristol PFW but NOT to my home.
I waited 30 minutes on the phone to speak to a human being, was again asked for my tracking number and as I was reading it out, the phone disconnected.
It's no wonder there are so many problems with the postal service when they use such useless technology.
After being stuck in a queue for 30mins I finally got through to Royal Mail by phone, they blamed everyone else and seemed unable to consider it could be their fault. At one point they said it was probably the senders fault as they ”may” have used old packaging with the wrong address attached. This is not a credible excuse because the tracking id would be linked to our address.
Incredibly poor service from Royal Mail. No wonder they are losing customers to other delivery services.
Unable to load photo of proof of delivery but if anyone from Royal Mail may be remotely interested in trying to resolve this then contact me via email and I will provide tracking number and photo.”
“Initially reported a parcel that was tracked and insured that arrived like it had been used in a rugby game( completely smashed to bit's!) Was advised claim can take upto 30 day's...3 months later still waiting...multiple calls just to be told they have no idea when it will be resolved. Logged formal complaint advised reply within 24 hours...4 day's later nothing!!! Call again same scripted reply and agent advising no info and no idea when or if i will ever get a reply.”
“I’m very disappointed with how downhill Royal Mail has gotten over the years. I find Evri/Hermès more reliable nowadays despite their past issues; it has improved. Losing parcels, Royal Mail saying “your parcel has been delivered” but it’s in the bin, damaging them, tracking sometimes not updating or saying “you weren’t home to collect your parcel, we’ll try again tomorrow.” What are you on about?? I was home. YOU WERE THE ONES WHO DIDN'T BOTHER TO EVEN TURN UP?? Again, I’m very disappointed. Fix up Royal Mail.”
“Had a book sent from America with the address correct apart from 1 digit in the post code. It went back and forth to three local depots within miles of one another and they just kept sending texts. In the end I got fed up of it and called them. I advised them of the correct address being on the parcel and that the address was enough for them to deliver in that it gave house name, street, town and county. No. Spoke to the most ignorant woman I've ever spoken to who kept interrupting me and then accused me of interupting her when I began to speak after she had clearly stopped speaking. After all this the package is being sent back to America. Insane. You can see why the Horizon scandal happened when this level of stupidity is clearly endemic in the organisation.”
“My package never arrived. No attempt was made to deliver it to my house. I have a ring doorbell, nobody showed up. Website says it was delivered with an image of it in a random post office. Currently calling customer support after they hung up on me twice after waiting 15 minutes on hold. My package is still not here after 3 weeks. Genuinely disgraceful service.”
