Royal Mail delivery question

Kx2 · Post by **Kx2** » 04 Dec 2019, 19:05

First time poster and didn’t really know where else to post this.

I’ve had a parcel that’s been scanned at the delivery office both yesterday and today as “Ready for delivery” and saying that it will be delivered, and it hasn’t on either day. I’ve also received letters both days, and asked about the parcel today with the postie, but they said they’d only know when they got to the van, and then didn’t turn back up so I’m assuming it wasn’t her delivering the item today. The parcel is from Singapore, but it's made its way through customs and is fully trackable through the RM tracker.

I’ve contacted (and spent around 3 hours total on hold over the past two days) customer service but they’ve been utterly useless just saying that “it will definitely be delivered today” (and putting emphasis on that definitely) but it hasn’t. I just don’t understand how it can be scanned to go out for delivery for two days in a row and just not be delivered at all.

I usually don’t have any gripes with RM as they’ve always delivered on time for me, but does anyone know why this is happening/when it will actually be delivered? Has it gone out on delivery and just not been done?

yellowbelly · Post by **yellowbelly** » 04 Dec 2019, 19:39

A bit unusual for it to be scanned two day running and then not delivered - perhaps it's got a problem with the address/labelling,
it could be a large parcel that hasn't been delivered because of the annual 'not enough manpower/delivery vans/contracted hours' - (delete as applicable)
that Royal Mail management fail to plan for every Christmas.

It could also have a customs charge due on it, but then you should have had a 'grey card' through the mail to indicate this.

Sorry but there's too many unknowns really. The helpline will just be looking at the scans the item has received and are reading
from a script, they will have no clue as to what 'on the shop floor' issues might be affecting the delivery of your item.

If it doesn't turn up in the next couple of days and you're near your local delivery office you could try going to the customer service point there and asking them
(they might be a bit busy though) with ID and proof of address and evidence on your phone or a print out of the tracking that shows that it has been scanned
at that delivery office.

Kx2 · Post by **Kx2** » 04 Dec 2019, 19:50

yellowbelly wrote:A bit unusual for it to be scanned two day running and then not delivered - perhaps it's got a problem with the address/labelling,
it could be a large parcel that hasn't been delivered because of the annual 'not enough manpower/delivery vans/contracted hours' - (delete as applicable)
that Royal Mail management fail to plan for every Christmas.

It could also have a customs charge due on it, but then you should have had a 'grey card' through the mail to indicate this.

Sorry but there's too many unknowns really. The helpline will just be looking at the scans the item has received and are reading
from a script, they will have no clue as to what 'on the shop floor' issues might be affecting the delivery of your item.

If it doesn't turn up in the next couple of days and you're near your local delivery office you could try going to the customer service point there and asking them
(they might be a bit busy though) with ID and proof of address and evidence on your phone or a print out of the tracking that shows that it has been scanned
at that delivery office.

Thanks for the reply.

I know for a fact that it isn't a large parcel, and pretty sure that I haven't got a customs charge as it passed through customs last week and have had mail delivered every day this week. I assumed that it would've came in the van with my regular mail as every other parcel I get delivered usually does. Just more annoyed at the fact that I've had two days off of work waiting for this parcel to arrive and it still hasn't. Sod's law though I guess!

Also a tad irritated with customer service because if they know that they can't give a definitive answer, then why bother giving it? Must've had a good customer service representative last time I had issues, as they immediately contacted the delivery office for an explanation, but this time they completely refused to help and wouldn't listen when I said that a previous CS rep had contacted the delivery office from the exact same call centre... that might've changed in the past month though.

Will probably head to the delivery office tomorrow once I finish work, or on a break and hopefully get an answer there.

Kx2 · Post by **Kx2** » 04 Dec 2019, 21:10

Should've added this in my first post as well but was hoping some of you could have a look at the tracking info - LS851876283CH

Looks weird to me as it appears that it's been sent back to Switzerland before going to Glasgow?

Post by **Snaggletooth** » 05 Dec 2019, 06:53

Kx2 wrote:..pretty sure that I haven't got a customs charge as it passed through customs last week...

If there is a customs charge, the amount gets set when it goes through customs, then you get charged by RM when it is ready for delivery. As the item is coming from Switzerland, if it is worth more than £18 then expect a customs charge.

Kx2 wrote:Looks weird to me as it appears that it's been sent back to Switzerland before going to Glasgow?

Looks like an erroneous scan to me. Somebody's PDA was playing up and put the wrong date on the scan. It isn't uncommon. Looking down the tracking, it was marked as going out on delivery 5 minutes after arriving at the DO, which seems a bit too good to be true...