I am in dispute with Customer Services as they are refusing to give me details of their complaint process. I now discover that my email address has been blocked as spam - i.e my emails returned Remote Server returned '550 5.7.520 Message blocked because it contains content identified as spam. AS(4810)'. Therefore I can no long communicate with them except by telephone which this morning had an hour's queue. This is an appalling way to treat customers. What can I do?
By way of background, I am trying to find a package sent to me in November by Track and Trace. The Track and Trace system is telling me that the package got delayed for 2 weeks at HWDC and then couldn't be delivered to my address in Malta as nobody was at home - not surprising as by this time I had returned to London. I obtained the same information from Malta Post. However, Customer Service has ignored this information and provided a variety of other excuses for non-delivery; three emails to date. They can't even tell me the location of my package at the moment - a key feature of Track and Trace, yes? Clearly the system is broken so it seems reasonable to ask for the matter to be escalated to Senior Management as a complaint.
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Customer Services have marked my email as spam
Forum rules
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
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wpqs
- Posts: 1
- Joined: 26 Jan 2022, 09:48
- Gender: Male
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SpacePhoenix
- MAIL CENTRES/PROCESSING
- Posts: 12119
- Joined: 12 Nov 2008, 17:03
- Gender: Male
Re: Customer Services have marked my email as spam
What's the tracking number?
Was there a return address on the parcel somewhere?
Was there a return address on the parcel somewhere?
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Snaggletooth
- EX POST OFFICE
- Posts: 2226
- Joined: 13 Sep 2011, 20:17
- Gender: Male
Re: Customer Services have marked my email as spam
Here’s the complaints process:
https://personal.help.royalmail.com/app ... mplaint%3F
As for the tracking system, it does not and cannot tell you where a parcel is. It tells you where it has been, a subtle but important difference.
https://personal.help.royalmail.com/app ... mplaint%3F
As for the tracking system, it does not and cannot tell you where a parcel is. It tells you where it has been, a subtle but important difference.