“Appalling service. Requested a parcel collection from my home as we are shielding. Website stated it would be collected by 3pm Tuesday. No collection occurred but did get email at 7pm apologising and link to rebook. Rebooked for Wed (by 3pm). Still no collection and no email at all that evening! Rang RM CSU Thursday but after waiting 45 minutes I gave up. Had to risk going to the P.O. the next day. Won't be using Royal Mail again!”
“If I could give no stars I would. Countless times letters and parcels have not been delivered on time. The final straw was sending a passport special delivery before 1pm the following day that still hasn't arrived 5 days later. I paid nearly £7 for this service to ensure it got there. I may have go through the procedure with HMPO and report it lost by RM. This will cause me more time and effort in obtaining a new passport. Thanks RM you're a complete waste of space. At least you're consistent at being dire!”
“I would give them nothing of I could. Deliveries say they have been delivered but never actually arrive. Post addressed to numerous addresses on the road I live on found dumped in middle of neighbouring Road been run over. The only post I seem to get is for other addresses eh which has been wrongly delivered. Customer Services don't reply. Useless company using xovid for b they'll it incompetence. I no longer order goods from places that use royal mail for delivery”
“I sent a letter to the town hall on 10 November last year. The letter contained very detailed and personal information as well as medical information for 2 people and the letter never arrived at the destination. I filled out the online form twice on 23.12.21 and on 8.1.22 and still have not received a response.
This is really bad customer service, especially as I had sent the letter by recorded delivery which I have used this service many times before and never had any problems with letters reaching their destination.
I am not interested in compensation, I only want an explanation about the whereabouts of this letter.
I would like a proper investigation as to what happened to it, and assurance that no-one has opened this letter and possibly be reading all the personal and medical information as am worried about the letter have got into the wrong hands and possible identity theft.
Although I really would prefer had the letter been shredded than anyone looking at the contents.”
“Can I do no stars! My PCR test - tracked 24 was posted in a priority post box however, it arrived at it's destination 3 days later. The test could only be taken 48hrs before travel so I expected my result the day before I was due travel. So my negative result arrived the day after the cruise. Royal Mail accept no responsibility for the any cost towards the holiday which was not covered by insurance. Totally unreliable service!”
“Dear Royal Mail, receiving a "red slip" to inform us of a failed delivery is frustrating when people are in fact at home ready to open the door.
When you deliver a parcel, do your job: please make sure to knock or ring so people can open the door for you !”
“Waiting for a small parcel posted in Germany on 3 Jan. Scanned in to the UK on 4 Jan. No further tracking messages. Almost 3 weeks and nothing. Absolute shambles!”
“I don't know what's happened to the Royal Mail. the price to post something is easily +300% more than it used to be, you can't rely on anything arriving on time, they don't listen to re-delivery instructions and can't be trusted! I've had post take 5 weeks when it should be 2 weeks and I've requested to delay important deliveries and they deliver anyway and leave it outside your door! what happened to a reliable, safe, secure and economical service?”
“Item sent by 48 Hour Tracked. Arrived, damaged and repacked with an item missing. Had to resend the missing item. Submitted a claim including details of both postage costs and cost of missing item - total £19.02. We received a book of 6 x 1st class stamps valued at £5.10!! Called 'Customer Service' and was told I have to write to RM - actually send a letter - to ask someone to review the claim. I know RM is over 400 years old but they seemed to be stuck with outdated processes. A ploy to discourage challanging their pawltry compensation?”
“Sent a large letter (padded envelope) by 48 Hour Tracked. Arrives 1 week later at the customer's local depot with a surcharge meaning the customer had to collect. Photo sent by the customer shows the item had been repacked into a plastic box and put inside a mailing bag making it bigger than a large letter and thus moving into the Small Parcel category. Customer services helpful advice was that the staff have to follow procedures. Totally unable to understand what the issue was. Sounds like a way for RM to make some extra money from their mistakes.”
“Postmen don't close gate behind them even though I have 3 notices 1 on wall 1 on gate and 1 on window obviously can't read so how they manage to post mail is unbelievable complaints are ignored your just another moaner as far as this company are concerned they have no respect”
“sitting on phone for 40 minutes, why each time I call Royal Mail its always a 40 minute wait. no doubt working from home operators who are more interested in day time TV than answering their phones. Get them back in the office asap.
And why does your survey say "did you community with the company via live chat"... you don't have live chat, which you should!”
“Absolutely pathetic. Lost an extremely valuable parcel immediately after receiving it. Gave it a tracking number and after that, gone. Tracking number doesn't exist. Parcel disappeared.”
“There is no excuse for not updating customers in more details about delays to post or parcels.....life and death is already a big issue with the world and covid...but that's been going on a while....so why NO communicating in Bold letter's on Your website...On what areas are being hit badly with short staff...ect.... But then in my case... all I can see is my parcel still sitting at my local office for on going a week...so is there no staff at all....or has the virus got to the computer system so customers anxiety goes on high level due to extra stress of waiting for communication on important letter's/ parcels???”
“There is no any stars given. It takes forever to get through someone on the phone. When I managed to finally speak to a person there was no help at all. The person on the phone must of been the rudest person I ever spoke to. Wouldn't let me explain the problem, just talking over me constantly and telling me what I already know. My parcel has been delayed by Royal mail, tracking lost by them and the guy was very rude and unhelpful. Their customer service is terrible and they need to rethink who they employ.”
