“After many many attempts to get through by phone, I was told by RMail 20-30 minutes wait time was fine. It isn’t. I was then told that there is only a 10 day window for them to investigate problems such as mine when a tracked parcel hasn’t been delivered. The call handler then implied that was the end of the matter. He didn’t have the decency to tell me until later in the call that they’d refund the sender and me for the lost items.I raised a complaint that they claimed to have delivered a parcel which was not delivered (I’ve checked with neighbours, the post man, even called the same address in a nearby town) and that a 10 day window isn’t long enough for people to a) find out they’ve been sent something b) that it’s gone missing c) check with neighbours etc. He then said everybody else called within a day. This is nonsense! What about sending a surprise birthday gift? They take so long to deliver anyway, that even if you knew it was coming you wouldn’t be holding your breath. He then said I’d receive a letter in 10 days but he was the complaints handler so basically there was no discussion of my complaint, only “I’m sorry you feel that way”. I explained this made me feel the service wasn’t accountable to its consumers and he just parroted “I’m sorry you feel this way”. I asked if a FOI request would provide me with information about how many complaints were received like mine, and was told it’s a private system so wouldn’t release any details. Royal Mail should be ashamed of itself. It should no longer have the royal charter. This company has not learned anything from the scandals of its recent history when it blamed its own workers for systemic faults in its accounting system. Today it is cheating and patronising it’s consumers with a poor, slow, ineffective delivery service. Exactly like it’s call centre. They urgently need telephony training to improve clarity of speech and basic empathy skills. I could have easily ended the call today before the call handler told me that they would in fact do something about my missing parcel. A really, really, poor service.”
“Supposed to receive covid testing kit today, confirmed as delivered by the Royal Mail however there is no sign of the package. I barely use Royal Mail for this precise reason, they're great with bill letters and anything "white envelope" but anything you actually want delivered, forget about it. Even the questions about the package/delivery don't make sense. HOW AM I TO KNOW WHO MADE THE DELIVERY WHEN NEITHER THE EMPLOYEE OR THE PACKAGE IS DELIVERED TO THE ASSIGNED POSTAL ADDRESS.”
“Disgusting service. Track & Trace service. My parcel is still stuck in LANLEY since the 14th March (today 29th March). Will never ever use RM again.I feel sick.”
“After reading all the reviews everywhere, I almost lost hope in receiving my parcel. I started thinking of what legal action should I take next haha. But to my surprise I received it! And it was left in a safe place. 4 stars cz it took too long and I had to keep visiting site to track it, they wouldn't update you”
“Absolutely appalled at the service - I travel a lot for work so there’s a permanent note on my door saying ‘please leave all deliveries on porch’- there’s now a new rule whereby they refuse to do this, and I’m now being charged a £1.75 ‘re-delivery fee’ and have to be in the entire day (which with my job is impossible) for a parcel to be delivered! The prior delivery method worked great for the past 5 years and I’ve had no issues with anybody stealing parcels, just feels like a money making scheme to me which considering everything going on in the world at the moment is absolutely disgusting. They now have to take a photo of the parcel inside the house as well - one delivery man even opened my front door and left inside which I found most unsettling as I thought someone was breaking in. Usually I lock the door anyway even when I’m in, but on this occasion it was open. If I could score a 0/5, I would.”
“I am still waiting for a parcel on tracked 24hrs never an update given until a parcel been delivered its ridiculous what sort of tracking is that!
One that costs extra”
“Why have a tracking system that cannot track until a parcel has arrived, makes no sense. Today I had to post a parcel and the cahier advised that I could sent it first class or guaranteed delivery. I asked was first class not guaranteed and she shrugged. Not good”
“It's their 'couldn't care less attitude' that is so galling. I frequently get my neighbour's post, misdelivered; Heaven knows where mine ends up 🙁
2nd class post means that they will deliver it only when they can be bothered.
Royal Mail used to take its business seriously. Now the standard of service has deteriorated to third-world quality 🙁”
“I remember when RM was a reliable service, two posts a day and post before 9am, now its all over the place time wise, don't have any faith in RM anymore and very expensive.”
“What is the point of offering a tracking service when you cannot get any information until they attempt to deliver the goods. Ludicrous.
Item sent to me 16th March on the 48hr service and here we are on the 20th still waiting with no idea when the item will arrive. And they have the cheek to charge extra for it.”
“Royal Mail second class means if we Have time we’ll get it to you, and we’ll leave it under your vehicle. Absolutely awful service. Took 10 days..I can get things from USA faster.”
“Royal mail worst service going they tell you when you are going to deliver your parcel the day before then still don't deliver it what is the point useless service did not bother phoning bad enough waiting for the parcel that did not turn up and spending another hour waiting for someone to answer the phone”
“the last 5 weeks with royal mail have been a nightmare, 4 parcels have been lost, 2 show under parcel tracking were delivered. 1 randomly turned up 2 weeks after they assured me that it had been delivered, 1 disappeared altogether and now another is showing as delivered but they have no idea where. A terrible service that they just do not seem to investigate.”
“What has happened to the Royal Mail. I cannot seem to have my parcel delivered to me. Every day I get an email stating it will be delivered today by whatever time, but it never arrives and so on and so on. Tried calling, but I get so cross after waiting for 35 mins for someone to answer that I have to hang up cause not sure what I will say when someone finally picks up the telephone.”
“Disgusting! Applied and paid for redirecting my mail for a year on January 2022. Didn't received anything and end of February we received a text from the new owner of our previous house to say we got mail. Filed a complaint as I have now have to go and collect these mail myself which is very inconvenience! I paid for the service I don't get. And telling me that I cannot get a full refund as they have got 14days policy. How the hell do I know if I am suppose to receive any letters in 14 days? I didn't know that if I didn't within that 14days I should of have requested full refund. What a joke! I requested full refund as there wasn't any service provided since the beginning. Got a letter today to say giving me £5 refund for the days I wasn't able to receive service. Fuel has gone up and £5? I have to sort a date and time when I can then collect my letters from my previous address and £5? I paid you £90 for 12 months to provide me service which you never did. And I wanted a full refund. As I rather go get the mail myself as I have been doing anyway. Would never recommend your company. You're such a disgrace. To hold my money when you never provided a service.? You're a joke!”
“Huge cause for concern of the business practices being implemented in terms of surcharges which are often baseless and seem made up.
We have had surcharges for many items that RM state are far bigger than when sent.
Either the item has magically grow during postage or these are fake charges being made up to boost revenue!”
“I had been sent a "Special Delivery" parcel which bounced between Chelmsford MC and Greenford MC for days on end, finally ending up in Slough Berkshire DO supposedly ready for delivery "TODAY." The delivery address is Clacton Essex!!...and after 4 days it still hasn't been delivered...I suppose it is due to Covid!..Impossible to contact the Royal Mail by any method.Rubbish service.”
