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ROYAL MAIL'S goodwill helps victim of parcel pilfering

13 Dec 2018, 16:51

https://www.express.co.uk/finance/crusa ... ion-victim

Royal Mail has come up trumps for a customer whose parcel she suspects fell into the wrong hands during the course of it being delivered.

The £50 goodwill gesture for Dorothy Hobson means she won’t be out of pocket after all following her bracelet purchase last summer from US online jeweller Dcentral Wonder. And while she had a frustrating experience trying to trace what had gone on, Dorothy vowed to Crusader: “I won’t get caught again, I’ve learned a lot from this”. After placing her order in August, Dcentral warned her there was a wait for the bracelet, but not to worry. By October 6 it still hadn’t appeared so she tried again.

This time she was told confirmation had just come through and the bracelet was on its way via Royal Mail.

Dorothy hung on and tried again at the end of the month only to be told by the retailer that its system was showing the parcel had actually been delivered on September 10.

When she gave the tracking number to Royal Mail it confirmed the same. Dorothy then got another number to call where further checks suggested it had gone to another address locally.

Come November she still had not got to the bottom of what had gone on and had also been sent back to Dcentral which gave her the same details again.

But although Dorothy was wondering where to turn next she had concerns this was following a pattern she had witnessed before.

“My address is similar to another in the area,” she explained, “But the people living there have not been helpful over the mix-ups that have happened.”

Dorothy was unsure whether her delivery had needed to be signed for (something that might have established once and for all who had taken it in ) so we asked Royal Mail to investigate.

But Dorothy’s polite patience had not served her at all well it turned out.

Due to the time that had elapsed since the delivery date, no data was now available as to who delivered the item and at what time.

And without further proof, her claim was shaky ground despite her doing everything she had been advised to do.

“So as a goodwill gesture, we have agreed to pay for the lost item and apologise profusely for the experience provided to the customer,” Royal Mail explained.

The message for everyone, it urges, is to act immediately if you don’t get what you are expecting and keep pressing.

And for Dorothy, given the uncertainty surrounding her address, the time has come to seek alternatives.

Fortunately there’s is no shortage of those these days with services such as Local Collect where parcels are delivered to a shopper’s local Post Office or a Royal Mail Customer Service point to collect when they can.

“This was a lucky escape, another way is the answer,” agreed Dorothy when she thanked us all for her happy result.

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