June 2022 by Dom Leech
I have had an awful experience, initially due to a lost international consignment I sent (1 arrived, 1 never arrived at the final destination abroad).I was both misinformed and misguided by a staff member who has been there as long as i can remember, at the point of service (out of courtesy I won't name the lady here).I have been trying to get someone to help find the lost parcel and due to being misinformed by said person, it has been made a near-impossible task.I went back to ask for assistance to track the missing parcel after waiting for about 3 weeks, just in case, the first arrived 15 days after dispatch.I spoke to the same lady again, who told me I had to ring 'Customer Service' for Royal Mail (which I called after leaving the post office) and that as of the second week of June, some 6 or so weeks later, I could fill in a 'Lost, Damaged or Delayed International Mail Claim Form'.The kind lady whom I spoke on the 03457 Customer Service number, told me that there is a service that 'should have been offered' (which wasn't) and that, 'had I have done so my parcel (some £150 worth of itinerised items each parcel, presented with payment to the Customer Service Representative), would have been able to tracked' and also 'that the parcel would only be insured for loss of £50 + the postage'... the lady on the phone went on, and explained further that for a couple of pounds on top of the other service (I forget the name of the service, there are only 2) per parcel, my parcels would have been insured for loss of up to £250 + the postage', the lady on the phone was extremely helpful and highly competent.She insisted that 'to help improve service and to try to get someone to track my missing parcel', which has been lost in the UK, as it has never been received by the National Postal Service in the country of destination, 'I need to go back to the same Post Office and lodge a complaint, as I was misinformed and that it would benefit the person in question too, as they need to inform people correctly'. When I went back 2 days after the phone call, I asked to speak to the manager, and was told 'there wasn't one'... I had the same lady at the counter yet again.. and I asked her to provide me with a way of making a complaint, I expected a form. However, she asked me to tell her, which i did but got constantly interrupted, told 'she didn't remember the conversation', then a few minutes later, she told me 'I gave you the option' (contradicting herself) which she certainly did not - after paying close to £50 to ship 2x 2kgs parcels that have a value of close to £300 why would i chose, for example, to have insurance that only covered £50 each and no way of tracking them, that makes no sense?' and I told her such. She then told me, 'actually you will only get £30 + shipping costs' and seemed to gloat and presented herself very aggressively throughout.Baring in mind it is a very awkward thing to do to have to lodge a complaint let alone with the person in question, she then went on to say 'well best of luck making a complaint', I work for the Royal Mail, not the Post Office'. This has to be one of the worst Customer Service experiences I have come across. I will be taking this further. I have still had no attempts made by the Post Office Ltd or for that matter Royal Mail to find the missing parcel, which never left the UK.I am also absolutely disgusted by the lady in question and her overall Customer Service and appalling attitude throughout.
