Very unhappy with Post Office staff misselling services

[GGG2012]

I've just come back home to realise that a Post Office worker has taken advantage of my friend's lack of knowledge and/or naivety.

Here's the story: I've got a friend who's visiting and staying with me for a few days. I had a 300g ebay parcel that I needed to post this morning, but as I knew I was gonna be busy at work, I left it with her, gave her £2.20 and asked her to send standard 2nd class. I mean I repeated that a few times, standard 2nd class, nothing else, it will cost £2.20 and gave her exact money.

I've just come back home now to realise they sold her a 1st class recorded service at a cost of £3.65. God knows what rubbish they told her to persuade her - she tells me that she asked for 2nd class service and put it on scales - then the post office woman behind the counter told her £3.65, which is a 1st class recorded service.

My friend didn't want to make a fuss, so she just paid it.

I am furious.

Not for the extra £1.45 (which ate away most of my sale price but let's forget about it), but for the principle of it.

I mean these people are sharks and they can spot unsuspecting customers's blood from miles away.

I am now thinking of writing a complaint letter - WHERE do I send it to ? Post Office or Royal Mail ?.... I suspect Post Office... Any ideas please?

Anyone else been in same situation?

Did you receive any compensation?

If they just dismiss me, I'm thinking of going to the Consumers Bureau, or even write to Rip-Off Britain or Watchdog (BBC Programmes).

And I'm saying this again, it's not about the money - I just don't like being ripped-off by people.

And yes, I'm also angry with my friend (I mean I couldn't be more clearer in my instructions, but I haven't told her, instead I logged into to let the steam out on here), but also angry with myself - LESSON LEARNED: Never give eBay parcels to no-one. Just do it on your own, when you have the time. I thought I'd save my buyer some time by giving it to my friend for posting but.... I'm also a little concerned in case the buyer is not in and has to go and collect as it will need a signature (the listing said 2nd class standard). But I'll worry about it later.

Thanks for listening ans sorry for the rant.

[DGP1]

Welcome to the world of a privatised Post Office, we really did try fighting this but people keep voting Tory, Lib Dem and Labour who only want to sell the once great Royal Mail off to the sharks who will do anything to make a few more pounds for themselves.

[TeeferTiger]

http://www.postoffice.co.uk/complaints" onclick="window.open(this.href);return false;

[postypie]

Could be just a case of human error...RM might not acknowledge it,but most staff members are human with the exception of some managers perhaps....may i assume the item in question got delivered....if so you can draw some comfort from that surely...even though it cost you a few pence more...and may i also suggest you do something to control your anger as it might just take a toll of your health.

[LettersPray]

Are Post Office staff not told to "upsell" at every opportunity?

[PhilthyPhil]

So you sent your friend to the post office with instructions to send the packet by 2c and the counter staff persuaded her to send it 1c recorded instead. I think your problem is with your friend, not the post office. If you go into a shop to buy something do you not expect sales staff to try and get you to buy something else which is more expensive?

Are Post Office staff not told to "upsell" at every opportunity?

I would imagine so. Its no different to any other retail business.

[Snaggletooth]

Are Post Office staff not told to "upsell" at every opportunity?

Well, yes. But the second most complained about thing at PO customer services (after queues, of course) is that staff failed to inform customers of the correct service. E.g. the customer said it was important that it arrived tomorrow and the got sold first class instead of Special. So we quiz customers a bit (if we don't, we fail our mystery shopper reports) and the quizzing often reveals that the customers don't understand the products. So the customer says "second class" and we act like they said "I would like to post this please". We are obliged to ask at least two questions (say, one about value of contents and one about speed of delivery) or we risk failing the mystery shopper reports. Once we have worked through the questions we are supposed to say something like "that's signed for but not guaranteed for £3.65": not necessarily the brand name of the product being sold. By letting the customer choose on features and price we avoid mis-selling, which happens when the customer makes an uninformed decision about the product.

Most PO staff will drop all of the above when a known regular Ebay seller is stood at the counter, because these customers tend to be the few that have a good working knowledge of the set of products we do.