Royal Mail

4.00 stars

212 Reviews

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Jon's complaint against Royal Mail

Jon Deeming


Customs Charge Paid - Parcel Not Delivered

Complaint against Royal Mail

I received notification on the 26th May that Royal Mail had attempted to deliver a parcel but could not, because a customs charge was due. Following the instructions on the card, left with my work's postroom, I used the Royal Mail website to pay the customs charge. My confirmation number, for that payment on the 26th May, is 3-1008623033674. I requested redelivery on the 28th May, but the item did not arrive - so, on the 5th June, I logged call 1-3338293784 with customer services. I was assured that the Nottingham Office would be contacted and the matter resolved. This morning, the 12th, having still not received my parcel, I enquired again - to be told that my parcel was still at the sorting office, the Manager of the office was refusing to release it as the customs charge isn't paid. To make matters worse, the agent suggested I visit the office and give me a postal address. I am livid - it is a week later and no one had bothered to contact me and let me know where my item is. And to then tell me to visit a post office, I wonder why I paid for delivery?

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Royal Mail failed to resolve this complaint

  • Comments (2)

Royal Mail Customer Services | | VERIFIED

Thank you Jon for the opportunity to respond to your complaint. I want to apologise sincerely for the inconvenience that was caused when your item was delayed on delivery. I understand that it has now been delivered. Incidents such as this are rare but I totally understand the concerns you have raised. Please do not hesitate to contact us again if we can assist you further.

Jon Deeming | | VERIFIED

After multiple chases and having to prove that I had paid on three ocassions, the parcel was finally delivered this week.
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