Help with incorrect Delivery Office

xslx · Post by **xslx** » 22 Feb 2019, 17:56

Hi

I ordered a few items online with a well known retailer who have sent my parcel via RM tracked 24. The delivery date was supposed to be yesterday, 21-02-19.

Yesterday at around 1.30pm I got a text saying the delivery office has my parcel and it would be with me that day. I realised that the delivery office the parcel was at was actually incorrect and doesn't serve my postcode area.
At 2.30pm the tracking then updated to say my address was inaccessible and they would try the next working day (22-02-19).

I thought this to be odd so rang up customer services. After being on hold for 45 mins, the guy I spoke to advised that I was correct and it must have been sorted incorrectly and sent to the wrong delivery office, and that they marked it as 'address inaccessible' as that office doesn't physically cover my postcode area. He also then advised the delivery office will realise that it's out of their area and get it forwarded to the correct delivery office straight away. He advised if I check the tracking late in the evening/early next morning it should show some thing to suggest it's making it's way to the correct place, and should be delivered the next day (22-02-19).

I checked the tracking this morning .... no updates at all.
Got another text at 1.30ish today saying the delivery office (the same incorrect one) was delivering my parcel today ... they clearly haven't done anything to send the parcel on to the correct delivery office, or even realised it's not in their area?
Its' now 5.45pm and the tracking shows it's still at the incorrect delivery office.

I have been trying to call the delivery office all day today to find out what they are doing with it, but they never answer the phone. I've just got off the phone with customer services after another 40 + minute wait, only to be told again that they expect the office will realise their mistake and forward the parcel on to the correct delivery office. With the weekend now it looks like I will not get this resolved until next week.

This is more of a vent out of frustration ... how can I get this resolved quickly when I can't reach the appropriate depot? Surely they should have an idea that they don't serve my address which is approx 35 miles away from them with a completely different city name on it? I'm a member of the public and even I know which delivery office serves my postcode.

Any help would be appreciated, I feel like this may end up going round in circles if the delivery office haven't figured out that my parcel is in the wrong place!

leolion855 · Post by **leolion855** » 22 Feb 2019, 18:41

Can you pop in to your local delivery office and explain the situation to the manager there to chase up, i know you shouldnt have to but it might speed things up.

Post by **TrueBlueTerrier** » 22 Feb 2019, 18:51

I ordered a few items online with a well known retailer

There is a new system called LAT - this is where localish Hubs deliver for a number of Delivery Offices. Currently, there are approx 1400 Delivery Offices and about 300 Hubs.

So it is possible that it has gone to the right hub, which isn't your local Delivery Office.

If you don't receive it tonight, get on to the sender and get them to complain to Royal Mail. The LAT is a flagship service for RM at the moment so they will want to sort it quickly if put under pressure by the retailer.