A Right Royal Rip Off!
Hi everyone, I hope you are all fit and well?
On the 6th of May 2021, bewildered by the amount of Low value (£1.99 to £3.99) RM48 Orders the Royal Mail either lost or delivered so late that we had to refund the customer, that I began to list every item I had to refund because it was lost “lost”
To date (16-11-21) the count is 126 lost orders and a total value of £465.05.
When I write to the Royal Mail to complain they apologise and remind me that RM48 orders are not eligible for compensation and they cannot help me further.
Actual reply from Royal Mail copied below.
============================================================
Dear Mick,
Thank you for contacting us.
I’m very sorry to hear that some of your Royal Mail 48 items haven’t been delivered and I can fully understand your concerns.
The service used is a confirmation of delivery service and a scan will only show on these barcodes once the items have been delivered.
Due to the time that has passed since these items were posted, these items would now be considered as lost. Regrettably, the service used does not offer compensation as part of the terms and conditions. I am therefore unable to offer you compensation on this occasion.
I’m sorry again that you’ve had to contact us and I hope you find this information useful. If you still need help, please visit our Help and Support Centre on our website at www.royalmail.com/business.
Regards
Name removed by me…
Royal Mail
============================================================
I can’t imagine that I am the only Amazon seller in this situation but I wonder how many businesses are losing as much stock/sales as us due to Royal Mail incompetence and what collectively we can or could do ?
The Royal Mail are clearly saying we know we’ve lost your property but we don’t care !
Thanks for listening…
Regards - Mick
A Right Royal Rip Off!
Hi everyone, I hope you are all fit and well?
On the 6th of May 2021, bewildered by the amount of Low value (£1.99 to £3.99) RM48 Orders the Royal Mail either lost or delivered so late that we had to refund the customer, that I began to list every item I had to refund because it was lost “lost”
To date (16-11-21) the count is 126 lost orders and a total value of £465.05.
When I write to the Royal Mail to complain they apologise and remind me that RM48 orders are not eligible for compensation and they cannot help me further.
Actual reply from Royal Mail copied below.
============================================================
Dear Mick,
Thank you for contacting us.
I’m very sorry to hear that some of your Royal Mail 48 items haven’t been delivered and I can fully understand your concerns.
The service used is a confirmation of delivery service and a scan will only show on these barcodes once the items have been delivered.
Due to the time that has passed since these items were posted, these items would now be considered as lost. Regrettably, the service used does not offer compensation as part of the terms and conditions. I am therefore unable to offer you compensation on this occasion.
I’m sorry again that you’ve had to contact us and I hope you find this information useful. If you still need help, please visit our Help and Support Centre on our website at www.royalmail.com/business.
Regards
Name removed by me…
Royal Mail
============================================================
I can’t imagine that I am the only Amazon seller in this situation but I wonder how many businesses are losing as much stock/sales as us due to Royal Mail incompetence and what collectively we can or could do ?
The Royal Mail are clearly saying we know we’ve lost your property but we don’t care !
Thanks for listening…
Regards - Mick
0 replies
Seller_7VbclcPFFRTnc
Unfortunately there is no compensation for RM48
Are you sure they were all lost rather than just not scanned ?
Have you ever ‘pushed’ the customer for more info or just taken their word ?
We too sell low value orders by RM48 and have had no issues (surprisingly , touch wood)on amazon and only one on ebay that was an opened case but as the tracking showed delivery, was closed with no refund by us
Edit just to add, if you use BPL instead (not suitable for vtr) you can claim for lost items
Seller_77IcbQKVGdZo0
The first question I would have is what percentage of your orders does this account for? If it is is a relatively low percentage around 1% or less I would say this is fairly normal.
Seller_qZO3ZCjoBXEeL
What is the percentage loss? 126 orders and £465.05 would be staggering on a sample set of 200 parcels and £1,000 value but on a sample set of 10-20,000 parcels and £46-90k value it is pretty expected I would say.
Seller_0msMReDTskp1Y
I’ve noticed a few of these recently where the first contact from the customer is a message along the lines of “Item not received, customer requests a refund”.
I pushed back on a couple, but if the tracking lets you down they seem to go straight to A-Z claims which make it a double-whammy.
I’ve now got it down as a cost of doing business and when these arrive I refund right away if the tracking is no good.
Seller_GGzDKOkzQyKkd
I am having a lot more lost parcels with Royal Mail over the last year than I have ever had in the past. This week I have had two international lost parcels, they have never moved past the first scan on the day they were collected.
They are both quite high-value orders and the cost of international tracked postage is high. These are not being lost in the destination country they are being lost here.
I am really sick of it and Royal Mail business support is just downright unhelpful. I don’t want their apologies, sorry is of no value whatsoever, if it was followed by actual action of a refund for the full value of the order, plus postage, then that would be an apology. Anyone can type sorry in a message, it doesn’t help at all it is a word with no meaning these days.
Trying to make a claim is a farce and takes quite some time to dig out invoices etc. Because there is no real effect to their behaviour it just continues endlessly with no improvement, it does not come out of their pocket so they don’t care.
The COVID excuse wore thin long ago, I am dreading the next few weeks as their ability to lose parcels increases greatly from mid-November onwards.
Seller_Y9Zn1MG946vRc
I sell 3ml perfumes posted in small boxes (about the size of a cd). I am getting so many complaints from customers, it’s ridiculous. Sometimes they do turn up - about a week later, and quite often they are never received. I know this is a problem because I’ve ordered from ebay a couple of times and it’s actually happened to me.
One thing that happens quite often is that the parcels are scanned as delivered and are not received until a couple of days later, again it’s actually happened to me as a customer.
Royal Mail won’t even take responsibility for scanning, delivering on time, delivering at all, losing your items, theft, nothing. When I complained to customer services about this, they told me to go to the police. As far as I can tell, even the ofcom won’t get involved. Do we not have any recourse at all?
Seller_1jLYHF2PkzPBl
We all have the same problem it is a matter of adding your expected lose for the season add and move on it is mind blowing, We DO NOT refund any order for a period of 14 days so we can monitor and see if the item ever arrives. We have had many occasions were the itew arrives and plenty of times were the customer tries it on… We use RM CRL for orders up to £15 in value and all the rest goes Tracked 24 or 48. You have full tracking and can claim. The system every year is pa6 65p less on non tracked and see how much you lose with CRL its a numbers game
Seller_AeSYBToQ271lM
I’ve had the exact same issue. I haven’t listed them like you but I contacted them in April/May time to request they put my post under some sort of checks from it leaving me as something seemed so wrong. If I didn’t 100% trust the postie collecting I would have thought things were being stolen. i had exactly the same response.You are not the only person. In fact I’m so glad you posted this I thought I was going mad at times. How they get away with it I don’t know. I had post delivered this morning dated 3rd November at my house. There are serious issues within Royal Mail. I understand the last 18 months, I don’t even mind that things take a week or longer I do mind when they don’t admit there are issues and aren’t up front and honest.
If Amazon ever launch a delivery service that offers letter or large letter size at a similar cost I would switch in a heartbeat… and that’s saying something!
Seller_uP9LqiYV3yKFy
Royal Mail have created a rod for their own back here, labels are produced and can be proved they were produced, while it cannot be proved they were sent, consensus is they will have been
As a result they will have to address this issue of lost items
Cannot wait for that day to happen where royal mail actually take responsibility for their work, or they ignore and then wonder why they are losing so much business
Seller_I3E6fQQqOFqlF
We’ve stopped using RM. I hope that more people will vote with their feet too. A downturn in their sales due to non scanning will hopefully make them do something, Unfortunately I see RM as old guard, much as they are no longer publicly owned I feel that the attitude of a public company within the employees still ensues and will in my opinion be their downfall when so many other couriers are around with much much better customer service (Hermes excluded!)
