royal mail complaints (rant contained)

[THE FLASH]

i appear to be getting no response to my second email and numerous phone calls...

i've claimed the money back BUT i find it outrageous this can be considered a decent response:

Dear Mr Bennett

Thank you for email which raises a number if issues, I will try answer each one in turn.

Firstly, I'm sorry to hear of the problems you're experiencing in contacting your local Delivery Office to arrange the redelivery of an item of mail.

Please be assured that we do all we can to respond to customer calls at the Delivery Office: however, it can become more difficult to do so during times when we have increased numbers of customers visiting the Delivery Office, or when staffing levels dictate that we need to focus more resource on dealing with customers mail as a priority.

If you should experience problems contacting your local Delivery Office again, you may wish to consider arranging a redelivery using our Online Redelivery service, which is available 24 hours a day. The following link will take you to the Redelivery section of our website directly:

www.royalmail.com/redelivery

Please be aware that we need to allow sufficient time for your item to be returned your Delivery Office after the initial delivery attempt. This is because some mail is returned through our network via your local Post Office counter or a Post Box nearby. This usually happens the same day however, so the item will normally be available for collection or redelivery within 48 hours.

Our aim is to ensure that mail is delivered to our customers securely and on time, and I fully appreciate the inconvenience caused when this is not possible. Mail would normally be forwarded to a Post Office designated by the customer within the same postcode area.

I'm very sorry for the problems you've had with an item of mail that has been returned to its sender instead of being redelivered. Our aim is to ensure that mail is delivered to our customers securely and on time, and I fully appreciate the inconvenience caused when this doesn't happen

Our aim is to ensure that mail is delivered to our customers securely and on time, and I fully appreciate the inconvenience caused when this is not possible.

I have therefore reported this failure to the manager of your local Delivery Office and requested that steps be taken to ensure that any future redelivery requests are handled appropriately.

As some time has now passed since you sent us your original email, I'm hopeful that that your item has now been delivered by us or collected by you. However, if this is not the case, it is likely that the item has been returned to its sender. If a return address was not visible however, the item may have been sent to our National Returns Centre - where we take steps to identify the sender's details and return the mail to them. Please be aware that this process can take several weeks to complete.

If you know who sent you this item, you may wish to contact them to make them aware that the item may be returned to them. If necessary, they may then be able to repost the item to you or provide an alternative. I appreciate the delay and inconvenience this causes and apologise sincerely
for that.
 
Once again, please accept my apologies, on behalf of Royal Mail, for the problems you've had. I hope that the information and action above concludes this matter but if you do need to contact us again, please quote reference *******

Switched off after 'Dear Mr BE..................'  zzzzzz

[Bennett]

Switched off after 'Dear Mr BE..................'  zzzzzz

that's neither constructive or clever

[Simon Pieman]

I quite like the way Royal Mail repeated the same thing one line after writing it originally.

Other than that it doesn't really explain much, although I quite like the way Royal Mail have repeated the same thing one line after writing it originally.

[Samdy Gray]

3 times actually. Numpties.

i appear to be getting no response to my second email and numerous phone calls...

i've claimed the money back BUT i find it outrageous this can be considered a decent response:

Dear Mr Bennett

Thank you for email which raises a number if issues, I will try answer each one in turn.

Firstly, I'm sorry to hear of the problems you're experiencing in contacting your local Delivery Office to arrange the redelivery of an item of mail.

Please be assured that we do all we can to respond to customer calls at the Delivery Office: however, it can become more difficult to do so during times when we have increased numbers of customers visiting the Delivery Office, or when staffing levels dictate that we need to focus more resource on dealing with customers mail as a priority.

If you should experience problems contacting your local Delivery Office again, you may wish to consider arranging a redelivery using our Online Redelivery service, which is available 24 hours a day. The following link will take you to the Redelivery section of our website directly:

www.royalmail.com/redelivery

Please be aware that we need to allow sufficient time for your item to be returned your Delivery Office after the initial delivery attempt. This is because some mail is returned through our network via your local Post Office counter or a Post Box nearby. This usually happens the same day however, so the item will normally be available for collection or redelivery within 48 hours.

Our aim is to ensure that mail is delivered to our customers securely and on time, and I fully appreciate the inconvenience caused when this is not possible. Mail would normally be forwarded to a Post Office designated by the customer within the same postcode area.

I'm very sorry for the problems you've had with an item of mail that has been returned to its sender instead of being redelivered. Our aim is to ensure that mail is delivered to our customers securely and on time, and I fully appreciate the inconvenience caused when this doesn't happen

Our aim is to ensure that mail is delivered to our customers securely and on time, and I fully appreciate the inconvenience caused when this is not possible.

I have therefore reported this failure to the manager of your local Delivery Office and requested that steps be taken to ensure that any future redelivery requests are handled appropriately.

As some time has now passed since you sent us your original email, I'm hopeful that that your item has now been delivered by us or collected by you. However, if this is not the case, it is likely that the item has been returned to its sender. If a return address was not visible however, the item may have been sent to our National Returns Centre - where we take steps to identify the sender's details and return the mail to them. Please be aware that this process can take several weeks to complete.

If you know who sent you this item, you may wish to contact them to make them aware that the item may be returned to them. If necessary, they may then be able to repost the item to you or provide an alternative. I appreciate the delay and inconvenience this causes and apologise sincerely
for that.
 
Once again, please accept my apologies, on behalf of Royal Mail, for the problems you've had. I hope that the information and action above concludes this matter but if you do need to contact us again, please quote reference *******

[Simon Pieman]

If they can't write a letter then how the fuck are they going to work out how to deliver them!

[Bennett]

my response makes reference to how the letter is the work of keys Ctrl+C and Ctrl+V, which is a shame as there are lots of other keys to use

still no response!

[genf_stfc]

20 miles? Where do you live?

when i lived in southampton, city link depot was just outside winchester - 11 miles there, 11 miles back.  and to whoever said 'if you phone them up they will redeliver', don't make me laugh !  in the unlikely event they answer the phone, they can't tie down the time to any better than am or pm, and frankly its makes more economic sense for me to go to the depot after work, rather than take half a day off

[Iffy's Onion Bhaji]

City Link are awful. I'll agree with you on that one. The bastards never answer their phone. Fucking cunts.

[Bennett]

should anyone be interested here's the response i received that, again, doesn't really hit the mark. if you wish please treat it as a spot the error game (there are no prizes for this game):

Dear Mr Bennett

Thank you for your email. I am sorry you feel our response to your
complaint is not acceptable.

I will again try to answer each point in turn:

1. Can you please confirm which item you are referring, I can only find
one re-delivery request which is for the item below.

2. Having checked our re-delivery system I can only find one request for
re-delivery for a card which was originally left on the 9 June 2009. I
checked our records and noticed that your local Delivery Office does not
deliver to the Post Office you asked to collect your mail from. As a result
of this, they were unable to redeliver your item as requested. Normally,
our Online Redelivery system should check that your local Delivery Office
delivers to the Post Office you selected before accepting your request. On
these occasions as the request was input internally this was missed, I can
now only apologise. If I could explain that we can only redeliver mail to
an address served by the same Delivery Office as your own address, i.e.
where we hold the undelivered item whilst awaiting further instruction

3. I can assure you the reply you received was not a standard letter we
take all customer complaint seriously.


4. I apologise, I should not have included this information in my
previous reply.


5. I would like to explain that under the Universal Postal Agreement,
because your item was posted from Hong Kong any enquiries regarding a
refund have to be initiated in the country of origin. May I therefore
suggest that you contact the senders and ask them to provide their postal
administration with the posting details. They may also be able to offer
you a refund or a replacement.

6. In regards to your claim for compensation for distress and/or
inconvenience, on this occasion I am unable to meet your claim as this is
not covered under the product compensation scheme.

Please accept my sincere apologies for any inconvenience which may have
been caused, I do understand when things go wrong you may feel disappointed
with the service received. Please also accept my assurance that when rare
instances like this occur we will do all we can to put things right and use
your information to improve the service we offer our customers and help
prevent incidents from happening in the future


I hope the above information concludes this matter for you but if you do
need to contact us again, please remember to quote your unique reference
number