Hi everyone
Got home yesterday to a 'Sorry You Were Out' card dated 11.00am. Card stated 2 items a RM Tracked and an International item. On the back it said to allow 3 hours before collecting. I duly went to my local Delivery Office today at around 1pm (this being 26 hours if we are being picky) after the card was left.
Got the RM Tracked item fine, but to cut a long story short after about 20 minutes hanging around the guy said he couldn't locate the other (international) item. He gave me 3 phone numbers for people he said were Delivery Office managers and also the general number for Customer Services. Each of the Manager numbers just rings and rings each time I try with no-one picking up. I have lodged a complaint with RM Customer Services which they say can take up to 10 working days to resolve.
Does anyone know what happens on the inside in these situations? Do I realistically have a chance of seeing this item again? I'm not expecting it but have family abroad so strongly suspect it is Christmas gifts of some kind from them.
On another note, whilst waiting at the window I could hear workers in the office chatting to one another. Not an issue, per se, except every other word pretty much was an expletive. Mentioned it in passing but I wasn't impressed given that this was in public earshot. Certainly wouldn't have wanted kids to hear what they were saying...
As always, any help greatly appreciated.
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Received a card, Delivery Office cannot find item
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For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
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simmo11
- Posts: 180
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Postman Plodd
- Posts: 596
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Re: Received a card, Delivery Office cannot find item
Give it a day or so, packets DO just turn up. It could have been overlooked when the driver collected any undelivered items, he could have overlooked it in the back of his van when emptying it. It also could just be in the wrong place at the callers office (seen it happen plenty of times). I would personally keep on trying the managers' numbers as they should be able to find it if it is just misplaced. It'd probably take longer with Cust Services playing the middle man.
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DGP1
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Re: Received a card, Delivery Office cannot find item
If it was 2 items on one card then they should have been banded together so if you pick up one then you pick up both. Really should have given you 2 cards though but I know in my office the callers staff hate that because they have to walk an extra 15 feet to lift the other packet.
I'm preparing myself for the zombie invasion, rule number 1 - Cardio
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simmo11
- Posts: 180
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- Gender: Male
Re: Received a card, Delivery Office cannot find item
It was 2 items on one card. However, the guy at the office changed it by hand today by 1 item in view of the one I collected.DGP1 wrote:If it was 2 items on one card then they should have been banded together so if you pick up one then you pick up both. Really should have given you 2 cards though but I know in my office the callers staff hate that because they have to walk an extra 15 feet to lift the other packet.
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simmo11
- Posts: 180
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- Gender: Male
Re: Received a card, Delivery Office cannot find item
UPDATE:
As of yesterday, still no sign of the outstanding item. I have visited the DO twice and called three times. Each of the time the guy on the phone has been sympathetic and seemed genuinely shocked that nobody has got in touch with me yet. And still the promised callbacks from DO Managers never seem to materialise... Also the manager phone numbers I have been given just keep ringing and ringing without answer.
As I originally said, I have also registered a complaint via the 0845 Customer Services number. I have also had no response from them yet. They quoted me a 10 working-day turnaround time which expires Tuesday. If I have not heard back I will be escalating this most forcefully.
Whilst I appreciate the great job you Royal Mail guys do day in day out I am nonetheless mightily cheesed off with this situation. My patience is starting to wear thin. Most likely a Christmas gift from friends/relatives in North America that we are looking increasingly unlikely to see...
As of yesterday, still no sign of the outstanding item. I have visited the DO twice and called three times. Each of the time the guy on the phone has been sympathetic and seemed genuinely shocked that nobody has got in touch with me yet. And still the promised callbacks from DO Managers never seem to materialise... Also the manager phone numbers I have been given just keep ringing and ringing without answer.
As I originally said, I have also registered a complaint via the 0845 Customer Services number. I have also had no response from them yet. They quoted me a 10 working-day turnaround time which expires Tuesday. If I have not heard back I will be escalating this most forcefully.
Whilst I appreciate the great job you Royal Mail guys do day in day out I am nonetheless mightily cheesed off with this situation. My patience is starting to wear thin. Most likely a Christmas gift from friends/relatives in North America that we are looking increasingly unlikely to see...
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simmo11
- Posts: 180
- Joined: 23 Nov 2011, 22:13
- Gender: Male
Re: Received a card, Delivery Office cannot find item
FURTHER UPDATE:
So, called the Customer Services line today and they advised that the outcome from the DO Manager had come through advising that I had taken delivery of the item on 29 November (!). This is not the case - maybe they got confused with the first item I DID get?!
Guy said he'd chase it up again but didn't seem very confident that I'd be getting the item now at this stage (he did also say it might have been found in the interim but by now Returned to Sender).
Should I just roll over and give up on this one as a bad job?
So, called the Customer Services line today and they advised that the outcome from the DO Manager had come through advising that I had taken delivery of the item on 29 November (!). This is not the case - maybe they got confused with the first item I DID get?!
Guy said he'd chase it up again but didn't seem very confident that I'd be getting the item now at this stage (he did also say it might have been found in the interim but by now Returned to Sender).
Should I just roll over and give up on this one as a bad job?
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mazza111
- EX ROYAL MAIL
- Posts: 877
- Joined: 09 Mar 2010, 16:30
- Gender: Female
Re: Received a card, Delivery Office cannot find item
Probably been put on a wrong shelf somewhere. Locker staff should really be going through all the packets to have a search for this. Obviously they need to wait til they have a quiet time, so they can have a good going thru of all the packets. Have heard RM on twitter are really good at chasing things up, maybe try them?