My parcel is in retention without my permission

MW58 · Post by **MW58** » 11 Dec 2019, 19:27

Hello,

I ordered a birthday present for one of my son's last week and was expecting for it to arrive on Tuesday. It didn't and so I thought to check the tracking information (even though the parcel is only Signed For - So there is no complete tracking). My item is apparently being held in at my local delivery office. This is the message I have been met with:

We're holding this item at (Local DO). We’ve received a request not to deliver mail to the property your item is addressed to today. We'll attempt delivery as per the instructions we’ve received, which is usually on the next working day.

I never requested for mail to not be delivered to my address. I never even contacted Royal Mail regarding this parcel at all. I immediately went to my local delivery office as I need the parcel as soon as possible. The person I spoke with looked for the parcel, but couldn't find it. She said that she would continue looking and call me. She phoned this morning and said that she is still unable to find it. I contacted Royal Mail's customer service and after an incredibly long wait on the phone, I was told that they're not sure where my parcel is or what has happened to it. I did hear from someone who has worked for Royal Mail that sorters sometimes mark items for retention if they are falling behind on their work in order to cover themselves, but I'm not sure how true that is or whether it applies to my case. I need this parcel and did not at any point request for mail to not be delivered. I have now spent two full days waiting for this item to be delivered. I'm worried that I'll probably spend tomorrow doing exactly the same thing. Is there anything that can be done to help in this situation? Thank you.

yellowbelly · Post by **yellowbelly** » 11 Dec 2019, 20:35

MW58 wrote:Hello,

I ordered a birthday present for one of my son's last week and was expecting for it to arrive on Tuesday. It didn't and so I thought to check the tracking information (even though the parcel is only Signed For - So there is no complete tracking). My item is apparently being held in at my local delivery office. This is the message I have been met with:

We're holding this item at (Local DO). We’ve received a request not to deliver mail to the property your item is addressed to today. We'll attempt delivery as per the instructions we’ve received, which is usually on the next working day.

I never requested for mail to not be delivered to my address. I never even contacted Royal Mail regarding this parcel at all. I immediately went to my local delivery office as I need the parcel as soon as possible. The person I spoke with looked for the parcel, but couldn't find it. She said that she would continue looking and call me. She phoned this morning and said that she is still unable to find it. I contacted Royal Mail's customer service and after an incredibly long wait on the phone, I was told that they're not sure where my parcel is or what has happened to it. I did hear from someone who has worked for Royal Mail that sorters sometimes mark items for retention if they are falling behind on their work in order to cover themselves, but I'm not sure how true that is or whether it applies to my case. I need this parcel and did not at any point request for mail to not be delivered. I have now spent two full days waiting for this item to be delivered. I'm worried that I'll probably spend tomorrow doing exactly the same thing. Is there anything that can be done to help in this situation? Thank you.

Not sure about the 'falling behind with their work' scenario, but a scenario where items may be scanned as 'Retention' is that when it is badly
addressed ie house number missing or something similar to that and the postie on duty that day is not familiar enough with the round to know
the exact address, the item is 'held' for the regular postie to look at the next day. Unfortunately, there is no scan for that particular scenario
so it gets (incorrectly) scanned as a retention - regrettably this then gives the customer the message you have been given but it does
say delivery will be attempted the next day. I have been told that this way at least the customer knows the parcel is at a certain
location/delivery office rather that there being no update at all. Officially, we should return items that are undeliverable due to
poor addressing immediately (as keeping an item behind could be classed as 'wilful delay') but most posties will try to get stuff to their final destination.

Some posties might scan such an item as 'Delivery Not Attempted' but I don't think there is an option for any supplementary
info to be added to this scan as to why or even if it says delivery will be attempted the next working day.

Royal Mail should really look at giving us (the posties) more options to better inform the customer via the scanning
device but we don't get listened to a lot of the time.

Sorry I can't give you a definitive answer.

MW58 · Post by **MW58** » 11 Dec 2019, 21:05

Thank you for your response. I suppose I'll have to just wait for an update. I've given my address and tracking information to Royal Mail and have contacted the sender, so hopefully I'll receive the item as soon as possible.