Customer service told me my signed for item was delayed?

[Dj9928]

So I sent a parcel on 17th to Kent, never arrived, I phoned up today to enquire about filing for lost? They took the number and told me my item got delayed on 18th somewhere and I can’t now open a claim until 1st August.

Now this was just a signed for item, when I check tracking it just says “We’ve got it” I asked them about this and they said we have more information on our screen than tracking shows, now I am unsure whether or not they just palmed me off.

What’s your thoughts?

[TrueBlueTerrier]

So I sent a parcel on 17th to Kent, never arrived, I phoned up today to enquire about filing for lost? They took the number and told me my item got delayed on 18th somewhere and I can’t now open a claim until 1st August.

Now this was just a signed for item, when I check tracking it just says “We’ve got it” I asked them about this and they said we have more information on our screen than tracking shows, now I am unsure whether or not they just palmed me off.

What’s your thoughts?

The call centre does indeed have access to the audit side of the track and trace system so they are probably not palming you off.

The "We got it" is normally a scan at the Post Office or the Mail Centre.

Also is the address a large business, organisation or Government Department, those are notorious for tracking to be slow, but 99% of the time they do get the items on time, just the updates take a while to show up.

[arnieblaggard]

I have checked my tracking number LW044069735US on the Royal Mail website and I got the following message;
We're holding this item at Haverhill DO. We've received a request not to deliver mail to the property your item is addressed to today. We'll attempt delivery as per the instructions we've received, which is usually on the next working day.

I am unsure what it means or if there is a problem

[TrueBlueTerrier]

I have checked my tracking number LW044069735US on the Royal Mail website and I got the following message;
We're holding this item at Haverhill DO. We've received a request not to deliver mail to the property your item is addressed to today. We'll attempt delivery as per the instructions we've received, which is usually on the next working day.

I am unsure what it means or if there is a problem

4 Possible Answers - 3 official and 1 more of an insight. I suspect is the most likely particularly if the item is addressed to you.

1. The address you sent it to has a temporary hold on mail for some reason. There is no way to check this.
2. The address has a retention service in place where mail on a certain day (usually Saturday) is held until the next working day.
3. The address collects their mail on a regular basis from the callers office

4. The unofficial yet most likely. The postie covering the round had more work than was possible to do in their paid hours and their manager was not willing to pay overtime for it to be completed, or the postie refused the overtime, or the manager could find no volunteers to complete the delivery.