Mail delivery failed twice in a row

Derotanim · Post by **Derotanim** » 04 Jan 2020, 16:02

Hi,

Over the last month, I've had two parcels that were meant to be delivered to me via Royal Mail. Neither of them were delivered. The tracking numbers state "Sorry, we were unable to deliver this item at [date, time] as it was not possible to identify the delivery address. It will now be returned to the sender." I called the service line (which was horribly inefficient) and they simply told me I couldn't really do anything apart from getting in touch with the sender. They claimed the failure to deliver could be due to a new delivery guy, who may be unfamiliar with my address. I live in a shared accommodation at the moment, so can understand it may be confusing, but I don't see why my parcels would be automatically returned to the sender. Shouldn't they be kept for 18 days, giving me the opportunity to collect them?

The worst bits about all of this are:
a) one of the two senders doesn't accept returns and won't reimburse me for the failed delivery (even if he receives the item back)
b) I have another package about to be delivered, and I fear the same thing will happen a third time.

I now fear to order anything online anymore - I can't run the risk of not receiving my orders. Is there anything I can do about this?

Thanks

ssdd · Post by **ssdd** » 04 Jan 2020, 16:48

It may be that the delivery address on the parcel itself is incomplete or in the wrong format, rather than a new delivery person being unable to identify the actual address. With posties who are not able to find addresses, the normal practice would be to get help from someone within the delivery office who does know the address. Then another delivery attempt could be made.

With regard to your seller, it is their responsibility to make sure the package arrives with you. If it doesn't, then THEY must enquire as to the whereabouts of the package, and in the meantime provide you with the goods for which you have paid. You are entitled to the goods, or a refund. Don't let the seller fob you off, you have rights when ordering online.

I would contact the seller and explain you have not received the goods and that under your rights you are entitled to either receiving the goods or a refund, and that it's up to them to establish whereabouts of any parcels that are not delivered/missing. Any genuine seller will have no qualms with this.

Here's a link to Citizens Advice regarding online ordering:
https://www.citizensadvice.org.uk/consu ... delivered/

leolion855 · Post by **leolion855** » 04 Jan 2020, 18:48

https://www.amazon.co.uk/Architectural- ... 189&sr=1-6" onclick="window.open(this.href);return false;

One of these with your delivery address and surname painted on.

Janet Brum · Post by **Janet Brum** » 04 Jan 2020, 19:22

Your best option is to go to your delivery office Monday morning and ask to speak to the manager, tell him what happened and ask him why you don`t get your parcels, assuming you get your other mail as letters in time.

Your DO will definately be able to shed some light.

And as ssdd said, the seller has to refund you or send you another item, you have rights as a buyer.

NewPostieUK · Post by **NewPostieUK** » 04 Jan 2020, 19:27

Derotanim wrote: it was not possible to identify the delivery address. . . . Shouldn't they be kept for 18 days, giving me the opportunity to collect them?

If the address can't be identified for delivery of parcel, it wont be identified for delivery of a card to tell you where it is.

If you did find out (by viewing the tracking info) then you wouldn't be able to pick it up as I.D. that matches the address is required.

Just double check that the sender has your address exactly right, and claim from them.

Derotanim · Post by **Derotanim** » 04 Jan 2020, 19:30

ssdd wrote:It may be that the delivery address on the parcel itself is incomplete or in the wrong format, rather than a new delivery person being unable to identify the actual address. With posties who are not able to find addresses, the normal practice would be to get help from someone within the delivery office who does know the address. Then another delivery attempt could be made.

With regard to your seller, it is their responsibility to make sure the package arrives with you. If it doesn't, then THEY must enquire as to the whereabouts of the package, and in the meantime provide you with the goods for which you have paid. You are entitled to the goods, or a refund. Don't let the seller fob you off, you have rights when ordering online.

I would contact the seller and explain you have not received the goods and that under your rights you are entitled to either receiving the goods or a refund, and that it's up to them to establish whereabouts of any parcels that are not delivered/missing. Any genuine seller will have no qualms with this.

Here's a link to Citizens Advice regarding online ordering:
https://www.citizensadvice.org.uk/consu ... delivered/

Thanks, that's good to know. Does that apply even when the seller is not from the UK? On their website they state that once the package enters a foreign country (hence leaving the USPS), they are no longer liable for it in any way.

Janet Brum wrote:Your best option is to go to your delivery office Monday morning and ask to speak to the manager, tell him what happened and ask him why you don`t get your parcels, assuming you get your other mail as letters in time.

Your DO will definately be able to shed some light.

And as ssdd said, the seller has to refund you or send you another item, you have rights as a buyer.

Thanks, that sounds like a good idea. I've checked the Royal Mail website's address checker, and my address seems to be listed slightly incorrectly (Flat 0 instead of B) - perhaps that is causing some confusion.

Derotanim · Post by **Derotanim** » 04 Jan 2020, 19:31

NewPostieUK wrote:
Derotanim wrote: it was not possible to identify the delivery address. . . . Shouldn't they be kept for 18 days, giving me the opportunity to collect them?
If the address can't be identified for delivery of parcel, it wont be identified for delivery of a card to tell you where it is.

If you did find out (by viewing the tracking info) then you wouldn't be able to pick it up as I.D. that matches the address is required.

Just double check that the sender has your address exactly right, and claim from them.

Ok, so essentially I need to rely on the seller to get what I ordered. Thanks. Perhaps I can get them to use an alternate delivery service (DPD and DHL have had no problems delivering to me in the past)

ssdd · Post by **ssdd** » 04 Jan 2020, 19:55

Derotanim, are you receiving mail? Does this show the address as Flat 0, when it should be Flat B? You can't really blame any delivery company if the address you provide is incorrect. The least you could do would be to provide a note on the access door to guide any delivery person who may not be familiar with the address.

And with packages from abroad you may not have the same rights as in the UK, so you really want to make sure that the delivery address you provide is correct.

Janet Brum · Post by **Janet Brum** » 04 Jan 2020, 22:03

You can ask Royal Mail to change your flat number in the postcodes data base with the correct letter/address here: https://www.royalmail.com/personal/rece ... ur-address" onclick="window.open(this.href);return false;

Until you do that, you might not get all your Royal Mail deliveries as your flat number is incorrect and all your mail/parcels will be killed off/send back.

Derotanim · Post by **Derotanim** » 05 Jan 2020, 02:18

ssdd wrote:Derotanim, are you receiving mail? Does this show the address as Flat 0, when it should be Flat B? You can't really blame any delivery company if the address you provide is incorrect. The least you could do would be to provide a note on the access door to guide any delivery person who may not be familiar with the address.

And with packages from abroad you may not have the same rights as in the UK, so you really want to make sure that the delivery address you provide is correct.

Yes, I am receiving mail. And the address is definitely Flat B, and not Flat 0. It is a student accommodation and I was given multiple written copies of the address - all with B as opposed to 0 (as that is also what is written on the flat door...).

Derotanim · Post by **Derotanim** » 05 Jan 2020, 02:19

Janet Brum wrote:You can ask Royal Mail to change your flat number in the postcodes data base with the correct letter/address here: https://www.royalmail.com/personal/rece ... ur-address" onclick="window.open(this.href);return false;

Until you do that, you might not get all your Royal Mail deliveries as your flat number is incorrect and all your mail/parcels will be killed off/send back.

Thanks. I put a request through a day or so ago - am just waiting for confirmation.

Celgar · Post by **Celgar** » 05 Jan 2020, 10:02

I was going to suggest double checking your postcode is correct but it sounds like the RM address file being incorrect is the problem. If the current postie doesn't know this is incorrect then your mail or maybe just parcels might not be delivered. I had something similar to this on my walk with a group of barns and houses on one plot. The last house was either not listed or was combined with the house next door. This is really the fault of RM but it can be changed.
In future it's more effective to either obtain the phone number of your local delivery office from your postie or visit the delivery office in person. The national customer service number isn't as good a service.

Janet Brum · Post by **Janet Brum** » 05 Jan 2020, 10:48

You should have mentioned it`s a student building and that you requested your flat`s number change to the postcode data base already, would have got faster answers :)
All you have to do now is to go to the delivery office and talk about your issue, don`t forget to mention the postcode data base request and you can also ask for all your mail/parcels to be safe kept in the office for you to collect until you sort out your address problem.

Derotanim · Post by **Derotanim** » 05 Jan 2020, 12:10

Janet Brum wrote:You should have mentioned it`s a student building and that you requested your flat`s number change to the postcode data base already, would have got faster answers :)
All you have to do now is to go to the delivery office and talk about your issue, don`t forget to mention the postcode data base request and you can also ask for all your mail/parcels to be safe kept in the office for you to collect until you sort out your address problem.

Celgar wrote:I was going to suggest double checking your postcode is correct but it sounds like the RM address file being incorrect is the problem. If the current postie doesn't know this is incorrect then your mail or maybe just parcels might not be delivered. I had something similar to this on my walk with a group of barns and houses on one plot. The last house was either not listed or was combined with the house next door. This is really the fault of RM but it can be changed.
In future it's more effective to either obtain the phone number of your local delivery office from your postie or visit the delivery office in person. The national customer service number isn't as good a service.

Thanks to both of you. I've found the number of the local delivery office and will give them a call on Monday. May end up actually going there in person too. Hopefully this should resolve the issue.