Royal Mail

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ADAM's complaint against Royal Mail

ADAM STEPPINGS

13/01/2018

[RESPONDED] International track trace system not working - but still charging customers

Complaint against Royal Mail

Recently on 3/01/18 - I posted an Item to Ireland using royal mail track trace which cost approx. £5 more on top of normal postage total £11.35p- every time I used RM website to see where item is and whether it has been delivered I got a message saying system currently unable to confirm status please try again later - then on 08/01/ 18 I sent a further parcels to Germany using the same service total of £16.60p and of £7.75p- in total all 3 parcels have cost approx. £35 to post - again however every time I put in the track number on the website it says the same message - so now I am unable to know where all my 3 parcels are in the system - today is now the 13th Jan and still the system is reporting an error -- I have googled this problem and to my surprise there are loads of people complaining about buying track trace international and not getting any track trace reports due to system error which has been a problem since I believe just after xmas last year -- I have complained to RM via website and asked about compensation for a inept service and after waiting the usual 3 days for a reply I got a bog standard if your parcel is lost you can claim refund blah blah blah -- I'm not complaining about a lost parcel YET -- I'm complaining about paying for a service I am not getting I now have purchasers complaining to me that they cannot see where their purchase is and have I given them the correct trace number etc - when you think if RM are charging around £5 per parcel on top to use this system and the system is broke or out of action for 2 weeks and counting that's a nice little earner for them when they must have thousands of parcels a day going abroad -- also it would be good of them to admit the problem and flag it up so that we know about it -- I have tried to phone helpline but gave up after 20 mins of tape music and there complaint email service has not answered the question, its a disgrace that our national mail carrier cannot seem to sort out their technical glitches quickly and mislead people into thinking that track trace is a safe service when clearly now I have no proof of item arriving at destination.

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Royal Mail has responded

  • Comments (2)

Royal Mail Customer Services | | VERIFIED

Dear Mr Steppings Thank you for your enquiry.I am very sorry to hear about your items sent to the Republic of Ireland and Germany. To allow Royal Mail to look into this and correspond with you confidentially, please can you write to us at email address “[email protected]”. Please provide the enquiry details, item details, and your contact details. Kind regards Gary Redmond - Royal Mail

ADAM STEPPINGS | | VERIFIED

Dear Royal Mail -- the problem has been resolved by your escalated team -- had the adviser at the 1st stage had told me the information that I have now received it would have been a lot easier - regards
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