Royal Mail have given two of my parcels away to someone else!

chloeoh · Post by **chloeoh** » 29 Sep 2018, 16:37

I had two packages ordered from two different companies, they attempted delivery on Friday when I wasn't in (I was home for the weekend). I scheduled redelivery for one of them for Monday.

I got an email today saying the parcel had been collected from the customer service point. Checked the other one and it said the same, said it had been collected and signed for. At this point I panicked, asked my flatmate if she had collected them and she said, "what? no? should I have collected something?"
It seems like someone picked up the two red cards and went to the post office and just picked them up, without Royal Mail checking ID or anything. I tried to get in contact with Royal Mail but their customer service team closed at 2. Tried tweeting them and received no response.

I contacted one of the sellers and they said that they can refund me, but only I can make a claim. I tried making a claim for this first one but because it was sent via Tracked 24 it says the seller has to make the claim. I've also contacted the other seller for the other package (from Etsy) but have received no response.

I have honestly no idea how to proceed, apologies if this doesn't really make much sense, it's just that these were quite important and now it seems someone else has walked off with them.

NewPostieUK · Post by **NewPostieUK** » 29 Sep 2018, 20:43

I think the email might have just been a mistake. If you have arranged for a redelivery for monday, I'd expect it then.

Do you still have the red cards? It's unlikely anyone could pick the parcels up without correct ID, and they wouldn't be at the Post Office anyway, they'd be at your local Delivery Office.

Post by **Snaggletooth** » 30 Sep 2018, 09:00

If you need to make a claim for loss / theft then you should be claiming from the seller. It is up to them to claim from their sub-contractor (Royal Mail) if they choose to.

Post by **SpacePhoenix** » 30 Sep 2018, 09:19

For the one that was sent "Tracked" is the seller actually based abroad (it's possible that they send the item to a warehouse in the UK who then forward it on as Royal Mail Tracked). I googled Etsy and it looks like they're based abroad. I'm wondering if at least the one from Etsy (and maybe the other one if it ultimately come from abroad) might have got customs charges. What's the Tracking number for the Etsy one?

chloeoh · Post by **chloeoh** » 30 Sep 2018, 12:46

SpacePhoenix wrote:For the one that was sent "Tracked" is the seller actually based abroad (it's possible that they send the item to a warehouse in the UK who then forward it on as Royal Mail Tracked). I googled Etsy and it looks like they're based abroad. I'm wondering if at least the one from Etsy (and maybe the other one if it ultimately come from abroad) might have got customs charges. What's the Tracking number for the Etsy one?

The Etsy one is coming from the UK, Etsy is basically a range of independent shops from all over the world. The tracking number for it is GQ611107154GB.

chloeoh · Post by **chloeoh** » 30 Sep 2018, 12:47

NewPostieUK wrote:I think the email might have just been a mistake. If you have arranged for a redelivery for monday, I'd expect it then.

Do you still have the red cards? It's unlikely anyone could pick the parcels up without correct ID, and they wouldn't be at the Post Office anyway, they'd be at your local Delivery Office.

See the thing is, because I was away from Thursday night and I'm only going to be back tonight, I never actually had the red cards. The way it seems is that someone in my building (there's three flats in total in the building) picked up the red slips and took it to the post office.

NewPostieUK · Post by **NewPostieUK** » 30 Sep 2018, 12:53

chloeoh wrote: See the thing is, because I was away from Thursday night and I'm only going to be back tonight, I never actually had the red cards. The way it seems is that someone in my building (there's three flats in total in the building) picked up the red slips and took it to the post office.

Then you have security issues, and if the delivery office handed them over with out I.D., then they have serious security issues.. especially if they handed over an item that had been marked for redelivery.

chloeoh · Post by **chloeoh** » 30 Sep 2018, 13:43

NewPostieUK wrote:
chloeoh wrote: See the thing is, because I was away from Thursday night and I'm only going to be back tonight, I never actually had the red cards. The way it seems is that someone in my building (there's three flats in total in the building) picked up the red slips and took it to the post office.
Then you have security issues, and if the delivery office handed them over with out I.D., then they have serious security issues.. especially if they handed over an item that had been marked for redelivery.

Yep...got issues on many fronts here. Royal Mail's customer service line was finally opened and I called about it. He seemed baffled by the whole thing, baffled by the fact that the post office gave them away without checking ID and without getting a signature (despite saying it was signed for). He told me at this stage it's a police matter because it's now considered theft.

But he also did say something which I thought was odd, he said that for both of them there didn't seem to be any form of confirmation that a delivery was attempted.

I've reported it with an online crime form now, included all the details and tracking number etc. Can't see much coming out of it, but I fully plan on making a complaint with Royal Mail about the fact that this happened in the first place. Is it best to call them and make a complaint or do it using the claims form, does anyone know?

arnold cheshire · Post by **arnold cheshire** » 30 Sep 2018, 14:16

Have you been to the caller's office at the royal mail ? To see if the items are there

NewPostieUK · Post by **NewPostieUK** » 30 Sep 2018, 14:55

chloeoh wrote: I got an email today saying the parcel had been collected from the customer service point. Checked the other one and it said the same, said it had been collected and signed for.

chloeoh wrote: But he also did say something which I thought was odd, he said that for both of them there didn't seem to be any form of confirmation that a delivery was attempted.

To me, this seems to suggest the email was a mistake. It contradicts things, such as the redelivery. If an item has been marked for redelivery, I doubt it would be available to be collected. I have a feeling that at least will turn up on monday.

NewPostieUK · Post by **NewPostieUK** » 30 Sep 2018, 14:59

Are you absolutely sure the email was from Royal Mail?

Also, it seems strange getting two red cards. If both were attempted delivery at the same time, you'd just get one card with two items on it.

Did you physically pick up both cards and look at them? Then leave them where someone else could take them?

chloeoh · Post by **chloeoh** » 30 Sep 2018, 16:47

arnold cheshire wrote:Have you been to the caller's office at the royal mail ? To see if the items are there

I haven't been down at the flat since Thursday night, I'll be down later on today and I'll see what's happening then. I'll most likely call in to the caller's office tomorrow to see what's happening.

chloeoh · Post by **chloeoh** » 30 Sep 2018, 16:50

NewPostieUK wrote:
chloeoh wrote: I got an email today saying the parcel had been collected from the customer service point. Checked the other one and it said the same, said it had been collected and signed for.

chloeoh wrote: But he also did say something which I thought was odd, he said that for both of them there didn't seem to be any form of confirmation that a delivery was attempted.
To me, this seems to suggest the email was a mistake. It contradicts things, such as the redelivery. If an item has been marked for redelivery, I doubt it would be available to be collected. I have a feeling that at least will turn up on monday.

It's weird though, I requested redelivery and got an email confirming it. And then an hour or two later I got an email saying the item was ready for collection, and I just ignored it assuming it was a mistake.

chloeoh · Post by **chloeoh** » 30 Sep 2018, 16:54

NewPostieUK wrote:Are you absolutely sure the email was from Royal Mail?

Also, it seems strange getting two red cards. If both were attempted delivery at the same time, you'd just get one card with two items on it.

Did you physically pick up both cards and look at them? Then leave them where someone else could take them?

I still haven't been at the flat yet so I can't even say for 100% certainty that there ever was a red card/cards. I'm working from the assumption that because they attempted delivery they left one/them. The thing that's made me think that someone has picked it up is the tracking status for both of them, and it makes me think the only way they could have picked it up was by having the card/cards.

The email was definitely from Royal Mail.

NewPostieUK · Post by **NewPostieUK** » 30 Sep 2018, 18:38

chloeoh wrote: I'll most likely call in to the caller's office tomorrow to see what's happening.

You'll miss your redelivery!