Package refused and returned to sender

[kraski44]

Hi all,

Looking for advice on a very specific and frustrating case.

I run a small company and get infrequent delivery of material delivered to my flat once a month or so. I live in a complex that has a concierge, sadly concierge has strict rules on the size of packages they can accept therefore the rather bulky ones (approx. 15kg) need to be delivered to door by the delivery drivers. There are no issues with any other courier company however Royal Mail refuse to bring the packages up to the flats (lifts available).

As of late Royal Mail Delivery Driver puts down that the delivery has been refused by the receiver and the package goes back straight to the sender, currently there are about 20 people affected by this in our complex (approx. 300 apartments). Apparently the driver has been instructed to do so by their manager. No contact is made with the receiver upon delivery, driver does not bring the bulky packages out and just keeps them at the back of the truck.

As it stands my packages are on their way back to the sender, as we use an agent that doesn't have a permanent office or a warehouse in the UK, we currently don't even know where these packages are going to. Packages dispatched by our agent from abroad are generally picked up by Royal Mail at Heathrow airport, I don't fully know how the system works but the packages are re-labelled to have GB Tracking Number.

Could anyone with a bit of knowledge on the topic please advise me whether the delivery driver has a valid reason not to deliver packages to the door? There are no obstructions in their way in our complex, lifts are fully functional and other deliver companies such as DPD, UPS etc. all deliver to door.

As a result of this issue I had to issue refunds and my business is unable to make any money as we currently don't have material, besides my mental health right now is at its lowest because of the stress associated with this issue.

I would appreciate anyone's expertise on the topic, or even some advice.

[fb1969]

As a general rule, RM deliver to wherever the letter box is. If the building has letter boxes near the front door then that is normally as far as the postie will go as that is the designated delivery point

Other delivery companies probably provide their drivers with a mobile phone or pay them a calls allowance. RM do not give posties any means to contact you and they should never use their own phones to do so.

If the concierge will not accept an item then "refused" is the correct action, any agreement they have about what they can and cannot accept is not RM's problem.

Sorry if this seems a bit harsh, but based on what you have said it is correct

[Stinkycat22]

As a general rule, RM deliver to wherever the letter box is. If the building has letter boxes near the front door then that is normally as far as the postie will go as that is the designated delivery point

Other delivery companies probably provide their drivers with a mobile phone or pay them a calls allowance. RM do not give posties any means to contact you and they should never use their own phones to do so.

If the concierge will not accept an item then "refused" is the correct action, any agreement they have about what they can and cannot accept is not RM's problem.

Sorry if this seems a bit harsh, but based on what you have said it is correct

Couldn't the postie buzz the customer and let them know they got an item? I leave in a block of flats and the postboxes are all downstairs at the entrance but if they have something that needs signing or a bulky item etc they will either buzz and wait for me to go downstairs to them or come upstairs themselves to knock on my flat door.

As for OP... You're best off going down your local delivery office and solve this by speaking to a manager. That's your only option here. I don't see why the postie wouldn't try and buzz your flat to let you know they got a bulky item for you that won't fit the postbox. I don't have a concierge so not sure if that's why they don't do this in your case.

[fb1969]

If there is a buzzer/intercom then the postie should use it, I was replying based on the information given by the OP.