“I just wanted to find out where’s my mail it’s been over a week I haven’t had any letters called the customer service was on hold for 30 min then someone picked up they said they can’t do anything and put the phone down”
“On 13th and 14th February, I spent a total of nine and a half hours on hold, attempting to speak with a customer support advisor. Despite multiple attempts, no one answered.
Additionally, I contacted Gerrards Cross Sorting Office on both days, hoping to speak with the manager regarding an urgent matter involving an item that needed to be intercepted before being sent to the Northern Ireland National Return Centre. However, I was repeatedly informed that the manager was unavailable due to “conference meetings” and could not be interrupted. I fail to understand how a manager can be inaccessible throughout the day when their role should involve assisting the public.
Due to the inability to reach any customer support representative or local sorting office staff, I have been left out of pocket for a ÂŁ1,400 watch. I have no way of knowing whether I will recover this item.
As I was unable to speak with anyone, I submitted three online inquiries regarding this matter:
1. Reference Number: 250213005356
2. Reference Number: 250214000808
3. Reference Number: 25021400969
I expect an immediate response and resolution to this matter. The lack of communication and assistance is entirely unacceptable. Please provide an urgent update on the status of my lost item and confirm what actions will be taken to recover it.”
“I sent a very important letter on a Monday and used Tracked 24, so should be delivered the next working day. Here's Friday and nope! Still not delivered. This has literally ruined a court case, well done Royal Mail! Don't advertise next working day if there is no intention of doing so, 5 days and still no sign is disgusting! You have no shame.”
“Disappointed with Royal Mail’s Claims Process
I am extremely disappointed with Royal Mail’s handling of my lost item claim. Despite providing proof of value and postage, my claim was rejected after nearly 30 days. It’s frustrating to lose not only the item but also the time and effort spent trying to resolve the issue. Their refusal to compensate for their own failure shows a lack of accountability and respect for customers. I expected better from a trusted postal service.”
“Disappointed with Royal Mail’s Claims Process
I am extremely disappointed with Royal Mail’s handling of my lost item claim. Despite providing proof of value and postage, my claim was rejected after nearly 30 days. It’s frustrating to lose not only the item but also the time and effort spent trying to resolve the issue. Their refusal to compensate for their own failure shows a lack of accountability and respect for customers. I expected better from a trusted postal service. Think twice before relying on them for anything valuable!
This is assertive yet professional. Let me know if you'd like to adjust it further!”
“Uselss, item twice returned to sender as apparently my company does no longer exists (while I sit in my office waiting at said address). Sender double checked and resent for the same thing to happen, online chat completely useless just continues to ask me to select an option, of which there are none. Waste of time”
“13/01/25 paid a ÂŁ1.50 fee for an item sent to me where the sender (unknown), had not paid enough postage. 22/01/25 still waiting for the item to be delivered. Both Royal Mail customer service e-mail addresses don’t accept emails and it’s a 40 minute wait when tried to ring. Do they expect people to post them a letter to make a enquiry? Really need to drop “Royal” from its name. If we had the same low level of service from the Royal Airforce, Royal Navy, Royal Marines, Royal Household Cavalry etc. I’m sure complaints would be made.”
“I paid ÂŁ12.16 for Royal Mail 24-hours tracking to deliver perished food worth over ÂŁ100. It was delivered after 8-days. I had to throw away the food because it got rotten. I asked Royal Mail for compensation but they refused to give even a pound back.”
“What went WRONG??? Items missing out of packaging, money, yes you could send it once upon a day in an envelope, missing. Items never received. Still waiting.Items sat in the Sorting Office for 24 days!!!! All my Christmas cards arrived on Christmas Eve even though some had been sent on the 6th December. Once a week deliveries for letters which are then out of date! Especially if it involves the NHS appointments. GRRRRRR.”
“Whatever you set up such as safe place to leave the parcel or date to deliver when you know you are home all day are IGNORED! They do not even attempt the delivery at all🤣 ridiculous.”
“Hopeless - purchased 1st class signed for on line for 2 normal sized letters. Both were posted at a Post Office and were supposed to arrive in 1 to 2 business days. One arrived after 5 business days, the other still hasn't arrived after 7 business days. Tracking not working at all now. Waste of time and money.”
“What a disgrace to the "royal" name.
Booked a collection for 9 items, paid upfront, and scheduled for today. The lazy driver didn’t even ring the bell—just outright declined the collection, falsely claiming I wasn’t home and lying on the documentation.
Not only was I home, but so were 3 other people plus the cleaner. I have proof. Yet, the audacity to claim, "Collection wasn’t completed because nobody was at home," is staggering. The moment I got the email to reschedule, I rushed downstairs, only to find no trace of the vehicle.
I called customer service, and after a 50-minute ordeal of waiting, I dealt with a disrespectful agent who hung up on me. Their lack of professionalism is shocking. All I got was a hollow apology and a complaint raised for nothing.
Now, I’m stuck rescheduling each item one by one, losing over two hours trying to fix their mistake—and let’s not forget, I PAID FOR THIS SERVICE.
Do yourself a favour: avoid this service entirely. There are plenty of private companies offering cheaper, more reliable alternatives.
This should be called disGRACE mail. Save "ROYAL" for something deserving of the title”
“The posties near me are good, but the sorting office is a joke, things go missing, delays. It .just be mismanagement. RM used to be reliable, not any more.”
“You tell me what went wrong!
I waited in ALL DAY for a GUARENTEED delivery only to get an notification later in the day to say Royal Mail tried to deliver but no one was in. No one tried to deliver. I WAS HOME AND SO WAS MY HUSBAND. MY DOGS WOULD HAVE BARKED. No card was left either. I needed the item urgently. I AM DISAPPOINTED TO SAY THE LEAST. I will always use an alternative from now on. I won't use Royal Mail as my first, second, third or fourth choice again. If I could have given No Star Rating, I would have done.
CUSTOMER SERVICE TRAINING NEEDS INTRODUCING URGENT!”
