Missing Sack of RM24 Business Mail since 24/10

[rcool80]

Hi there,

I wonder if any kind RM folks would be able to advise on the likelihood of locating a missing sack of mail that was posted on 24/10?

To cut a long story short, our postman collected our business mail from our premises as normal on 24/10. This included a sack of around 50 RM24 large letters and sadly the entire contents of this sack haven't been delivered over two weeks later.

We contacted our local delivery office and spoke to a really helpful Postie who used a couple of the barcode numbers to locate the items at Heathrow. He gave us a Container ID and recommended that we contact the Business Support Department or our account manager. We contacted our account manager on 4/11 and she gave us a complaints form to fill in which we did. We also phoned business support who said the sack of mail likely hadn't been delivered due to the strike action delays.

We had a response from the RM Service Team on 7/11 stating that they have emailed the Operations Manager at Heathrow to try and locate the sack. As of today (11/11) there has been no response from Heathrow and no one has looked for our missing sack.

Obviously, this has caused a huge loss for us as a small business thousands of pounds worth of stock missing, refunds issued, upset customers etc.

I wondered if anyone could please give me an insider insight into what the chances are of finding a sack of mail that was incorrectly routed to Heathrow? Do we just accept this is lost forever and is it like finding a need in a haystack? Does anyone have any experience of a sack being found several weeks after posting and items eventually making their way through?

Our RM contact has said that the RM24 service we use is not eligible for compensation so that's all the stock gone, orders refunded or replaced and we're about £2000 worse off because of this which is truly an enormous amount of money in this climate.

Is it unusual for an entire full sack to go missing? Any insight on this would be gratefully appreciated. Thank you

[SpacePhoenix]

Don't know where the container ID comes from, sacks don't have container IDs

[rcool80]

Don't know where the container ID comes from, sacks don't have container IDs

Thank you for your reply. The postman at our local delivery office was able to use a recorded delivery barcode number of one of the mail items in the sack to locate what container ID it is being held in or was last scanned in. Apparently, this container ID is at Heathrow (239641). But we're not sure whether this is just the one item or the whole sack of mail. Or if mail eventually moves on from the containers if it's been misrouted and how long this takes. It's 14 working days since the sack of RM24 mail was sent (not including Saturdays) and not one item from the sack has arrived yet so we're starting to lose hope. I don't want to proceed with replacements or refunds for every single item though and then the original items turn up this week! It's cost me a fortune so far!

[Lori7100]

Did you ever receive back your post or was it delivered? just curious as I also had the same thing happen ( not sack of mail) but a parcel cleared customs got to my local sorting then put in a container and sent back to Heathrow! That was on the 8th November and still nothing no tracking update I also was given the container ID but no way of finding how to see where it is either, so frustrating as if i know if it’s returned binned stuck i can move on with trying to get refund.