“I posted a parcel on Dec 27 and it has simply disappeared. I don’t know the procedure when this happens so I phoned customer service and spent half an hour listening to the recorded message saying I should be respectful and polite etc. Shame their customer service agent didn’t take note. He seemed combative and aggressive from the outset and after a while, with him suggesting I was an idiot for not knowing the procedure, I asked if he could speak to me more politely. Big mistake. At the end of the call I asked how I could get the call reviewed he said I was trying to get him sacked.
I don’t want to get anyone fired but I don’t want to be spoken to rudely when I was simply and politely asking for help.
Royal Mail has become a disaster from top to bottom. It’s expensive, inefficient and I would not ever want to contact customer service again.”
“garbage, didnt bother to try to deliver on the first day,
failed delivery on second day
on the third day says my address is inacessable?
its not inacsesable! my normal postman has had no issue delivering here for the last 10 years that iv lived here without issue”
“Sent a parcel in track 48 on 2 Jan, got an email on 4 Jan saying that the parcel was in the local office and will be delivered shortly. Today is 10 Jan still no email, no update. The only way of contact is the AI chat which went round and round giving me the same information. I have spent so much time to look for a phone number or email, unfortunately there is none. And it is the most frustration part of the whole experience. That meant no one will look into it and I have to wait for another 2 days before I can make a claim!”
“Fulham Delivery Office Opening Hours
Royal Mail Fulham Delivery Office spends a lot of the working day CLOSED. Please don't think this is a joke; please go Google Fulham Delivery Office Opening Hours. You will see for yourself.
I would like to see the management responsible for the policy sent to the GAZA STRIP, along with their wives and children.”
“Do not use Royal Mail to deliver anything of value. I paid for insured delivery up to £750. Turns out it was only £500. They broke the item in transit. I have provided all the information needed and they’ve now auto closed my claim. In fact it’s impossible to submit the claim without including the information. They have not come back to ask for any missing information (which I don’t believe there is) and have just closed it. They make it nearly impossible to contact them in the event of a claim. I now need to explore what legal action I can take against them - firstly for the fact they broke the item and aren’t paying out but also because I assume this is the regular way they do business and therefore it’s also FRAUD because they have taken money for a service and haven’t provided it. Also now need to investigate if there is an ombudsman/regulator that I can report them too. All this extra time and effort I am having to put it because ROYAL MAIL DAMAGED THE GOODS IN THE PACKAGE.”
“I waited 3 days for a next day delivery u paid £9 postage for! And I have another next day delivery that has taken 2 days, it said it was out for delivery this morning. It is now 16.30pm and it still hasn't been delivered!
It won't be delivered as the postmen have all stopped for the day. Absolute farce of a company!”
“Are they SERIOUS!! what a joke this service has become, the late Queen would be turning in her grave if she knew what an embarrassment this service is now.
I expected a parcel delivery today 21/12/'23 and a collection for two parcels. The delivery collection time was between 11.31am - 3.31pm and while waiting in the afternoon I tracked the parcel and couldn't believe it saying attempted delivery was made at 09.09am that morning, really! when no card was even left and outside of the allocated time slot given?
And then I'm expecting the collection of the two parcels and around 1pm in the afternoon I saw the Royal Mail van park up outside my corner house from my kitchen window, I waited to see him come into my front garden and he went to another address, so I thought he'll knock when he's coming back to the van, but I was SHOCKED when he just got back in the van and drove off, made no attempt to knock my door to collect the parcels. He probably thought I never saw him, but I did. About an hour later I received 2 emails saying that an attempt to collect the parcels was made and no one was home....I WAS AT HOME WAITING AND SAW HIM TURN UP AND DRIVE OFF MAKING NO ATTEMPT TO COLLECT.
I phoned Royal Mail to complain and after waiting 50 mins on hold a cold customer agent answered and I was extremely frustrated and she said I was being rude and if I keep being rude she will terminate my call! she obviously don't know how to deal with frustrated customers effectively, not in her training then? she would rather hang up on them than show some empathy for their frustrations and see where they are coming from because of their negative experiences with the service, no she would rather threaten to hang up on you. So I continued to complain and explain what happened, she then said again I was being rude again and she was going to terminate my call, so I said F off then and hang up on her.
Threatening to hang up on callers that are frustrated only frustrates us more, not just because of our negative experiences but also for waiting nearly an hour on hold and showing that you understand and saying you want to help us, is what will calm us down, therefore Royal Mail train your Customer Service Agents to show more empathy than threaten to hang up on us if they want customers to calm down.
Not only is their service shoddy, but we also have to deal with threatening Customer Service Agents too. Disgusting!!!”
“Absolutely shocking service. I am waiting for an international delivery which was received by Royal mail on the 05/12 (Tracked 48). The tracking information said (which has not changed since), expected delivery on the 06/12. It's now the 20th! I emailed the customer service contact address requesting a proper update / status as it's an Xmas present .. I received a very generic reply explaining they cannot give any updates and I should request the shipper makes an insurance claim on my behalf... Clearly no interest from Royal Mail. An absolute disgrace!!!!”
“Royal Mail Unfit for purpose!!
Despite these findings Royal Mail still can’t deliver anything on time. Their workers along with the Unions had them striking for more pay and better working conditions yet they are incapable of doing their most basic job requirements.
What happens, asks the fresh recruit. “Does that mean you have to leave the letters back here, and just take the parcels?”
“You’re not supposed to,” the postman explains. “It’s illegal.”
“So that doesn’t happen?”
“Oh that definitely does happen. More often than what it should do. But yeah, no, it is against the law, and they shouldn’t be doing it.”
What the postman does not know is that his colleague is an undercover reporter for The Sunday Times.
An investigation has found that postal workers are being forced to deliver parcels ahead of letters — leaving first-class letters, bills, government correspondence, fines and hospital appointments abandoned in the depot. Royal Mail has a legal obligation to offer to deliver letters every day — Monday to Saturday — to every street.
Journalists working as postal workers in sorting offices in London and Southampton were told by managers and postal workers that parcels were routinely being prioritised over less profitable letters. Senior bosses at Royal Mail have been insisting there is no central policy of prioritising parcels over letters.
December 16 2023, The Sunday Times
Date of experience: 04 December 2023”
“Shockingly awful liars. They have a parcel and say it will be delivered on a certain day so you take a day off work and they don’t bother delivering it. Happens more often than not. No wonder people avoid Royal Mail .”
“Missing mail . Relative paid for a next day delivery… not even arrived and it’s been more than a week. Useless customer service . Not even had any post for ages even though I’ve been waiting for my bank card to arrive for ages. When mail does arrive it is normally after 2pm and that’s the earliest”
“Bad company...lazy workers..unprofessional...lying that their job is hard...should go to the cleaning or the hotels..Will see what's hard..even not getting minimum wage and still on strike...doesn't care about nothing...ignoring calls and etc..just really nonsense people who work their..poor management...”
“In my experience Royal Mail are incompetent, and untrustworthy, they are an extremely unreliable courier, they consistently do not deliver by the deadlines they themselves set; I have experienced their drivers telling lies about items being delivered, stating the item has been delivered when it hasn't, only for it to be delivered the day after it should have been!
I don't usually order items that are being delivered by Royal Mail, as their service is really appalling, but as I recently wanted a difficult to find item a company was selling through Amazon marketplace I had no choice.
According to tracking the item was collected by Royal Mail on 01.12.23, it was due for delivery on 13.12.23 (why it takes two weeks between collecting the item and delivery who knows!). As the item is expensive I waited in all day, taking time off of work, all day the tracking information was stating the item would be with me by 8pm; lo and behold, at 8,05pm the tracking information changed, now stating the item will be delivered by 18.12.23! Utterly appalling and inept standard of service.”
“No mail for weeks NE6 3NA. First class used to guarantee next day delivery, now lucky if received within a month. Absolute disgrace you are allowed to get away with the service you are providing.”
“Absolute shambles no deliveries to RG12 8 FH for weeks. Has been an ongoing issue for a couple of years. According to staff the street is regarded now as an ‘add on’ with no dedicated postie so deliveries happen on an adhoc basis. Parcel van still manages to come regularly. Managers need to be sacked and the post office service boycotted its disgusting!”
“Royal Mail are going to see my business through I have a small online business that I have built up I depend on Christmas sales to boost my income I have had problems since mid November various male of different sizes posted business 48 hour post have arrived 5 days late one 15 days late and one first class 7 days late .. I have had to adjust my delivery time to customers who have now gone elsewhere as they can get it delivered quicker by Amazon who have their own system.. so thanks Royal Fail we have seen reports all over the news saying your concentrating on parcel deliveries and Amazon as they make more money .. you have let the people of the Uk down and small businesses like myself you should be made accountable.”
“Royal mail is no longer fit for purpose.l posted Christmas cards and a birthday card on Tuesday 28th November. Only one Christmas card was delivered to hull on 1st Dec, another card took nine days to Worthing. The birthday card is still not delivered to Somerset and the birthday was 9th December. I'm furious as when the card is delivered, it will be just rubbish. The effort into choosing an appropriate card, it's cost and the cost of the postage all a waste of time and money. This will probably be the last year I will use Royal Mail, unless I send the entire year's worth in January, and ask the recipient to store it until the date the card is for. It's a shame that Royal Mail will kill off traditions and ruin businesses that rely on their service. The increased charges would be not so bad if we had the service we paid for.”
“Timescales. Customer service. Can’t trust them. I sent a parcel on 3rd December to Ireland. So not far. It got to Heathrow on the 5th and hasn’t moved or updated since. Been told I can’t make a claim until 4th Jan. paid for track and trace and can’t see anything and the advisor can’t tell me anymore either. What’s the point. So now I have to send money via banking to cover the cost of a present I sent but can’t make a claim for until 4th Jan. try to make a complaint but the option for my problem isn’t selectable. Just a joke. I don’t usually use rm but thought I would give them a chance and out my faith in them. And this happens. How can they not know where your parcels are 🤷♀️”
