Royal Mail Issue
Discussion
Long story short;
GF ordered a pen from the internet. Turns out (surprise, surpise) it was a fake. Agreed with sender that she could send it back for a full refund.
We posted it back via Royal Mail with their insurance.
Months later, the tracking is showing "Item XXXXX has arrived in BEIJING CHINA and is being processed for delivery."
We spoke to customer services who said, "oh yes, make a claim". However, having made a claim, they're now saying, "No, we delivered it to China, it's not our problem any more".
I beg to differ, we paid them to deliver it to the original sender, not just the country or origin.
Has anyone had anything similar?
GF ordered a pen from the internet. Turns out (surprise, surpise) it was a fake. Agreed with sender that she could send it back for a full refund.
We posted it back via Royal Mail with their insurance.
Months later, the tracking is showing "Item XXXXX has arrived in BEIJING CHINA and is being processed for delivery."
We spoke to customer services who said, "oh yes, make a claim". However, having made a claim, they're now saying, "No, we delivered it to China, it's not our problem any more".
I beg to differ, we paid them to deliver it to the original sender, not just the country or origin.
Has anyone had anything similar?
johnnywb said:
Long story short;
GF ordered a pen from the internet. Turns out (surprise, surpise) it was a fake. Agreed with sender that she could send it back for a full refund.
We posted it back via Royal Mail with their insurance.
Months later, the tracking is showing "Item XXXXX has arrived in BEIJING CHINA and is being processed for delivery."
We spoke to customer services who said, "oh yes, make a claim". However, having made a claim, they're now saying, "No, we delivered it to China, it's not our problem any more".
I beg to differ, we paid them to deliver it to the original sender, not just the country or origin.
Has anyone had anything similar?
Read the RM Ts & Cs. They're what you paid for.GF ordered a pen from the internet. Turns out (surprise, surpise) it was a fake. Agreed with sender that she could send it back for a full refund.
We posted it back via Royal Mail with their insurance.
Months later, the tracking is showing "Item XXXXX has arrived in BEIJING CHINA and is being processed for delivery."
We spoke to customer services who said, "oh yes, make a claim". However, having made a claim, they're now saying, "No, we delivered it to China, it's not our problem any more".
I beg to differ, we paid them to deliver it to the original sender, not just the country or origin.
Has anyone had anything similar?
http://www.royalmail.com/sites/default/files/Royal...
I'm presuming it was sent International Signed - which is tracked to the point of leaving the UK, then not tracked, but a signature (which you have no right to get) obtained on delivery. It's not possible to get International Tracked and Signed (which tracks internationally) to China.
http://www.royalmail.com/china
A principle of insurance is that, in the event of a claim, you're not paid out more than the insured item is worth. As it was a fake pen then, presumably, it was worth diddly squat. So, no matter how much you insured it for or unless you took out a policy to cover your actual monetary loss (unlikely to be available on a standard post office mailing) then you haven't really got a valid claim for any amount, have you?
WonkeyDonkey said:
If it was through ebay/paypal then there was no need to send it back as sending counterfeit goods through the post is illegal. Just tell Paypal that the goods were fake and they should sort out a refund and tell you to destroy the fake goods.
I agree with the above, but I wonder why it was ordered from China if the ops' GF thought it would be original?People usually order from China with the knowledge that it's cheap because the quality will be poor as more than likely fake.
They are fobbing you off. Just keep escalating it and tell them your not backing down and will take legal action if it was a substantial amount.
Although i've had many items still say 'processed for delivery' even after the item had been confirmed as delivered by the buyer.
Wouldn't be surprised if the item was delivered and they are just being dishonest.
Royal Mail claim department is a joke and always has been. I used to run a eBay shop and sold hundreds of items a month. I once sent in two claims for lost items and they threatened to investigate me for fraud. I told them it would be better if they investigated their own employees for theft.
Although i've had many items still say 'processed for delivery' even after the item had been confirmed as delivered by the buyer.
Wouldn't be surprised if the item was delivered and they are just being dishonest.
Royal Mail claim department is a joke and always has been. I used to run a eBay shop and sold hundreds of items a month. I once sent in two claims for lost items and they threatened to investigate me for fraud. I told them it would be better if they investigated their own employees for theft.
BlueHave said:
Royal Mail claim department is a joke and always has been. I used to run a eBay shop and sold hundreds of items a month. I once sent in two claims for lost items and they threatened to investigate me for fraud. I told them it would be better if they investigated their own employees for theft.
As a former seller, I wholeheartedly agree. I regularly had at least 4 lost (i.e. pinched) claims on the go at any given time. Complete and utter joke!I once had a very snotty "senior investigator" call and question why I had so many claims as she thought it was "suspicious". I told her she'd be better off going down the local sorting office to play miss marple rarther than bothering me and I'd continue to submit claims as long as their incompetent staff lost (i.e. pinched) my stuff!
Silly cow didn't know what to say and left it at that.
lbc said:
I agree with the above, but I wonder why it was ordered from China if the ops' GF thought it would be original?
People usually order from China with the knowledge that it's cheap because the quality will be poor as more than likely fake.
But sometimes you order from a seller thinking they're in the UK, then the item gets delivered from China and you now have no choice. People usually order from China with the knowledge that it's cheap because the quality will be poor as more than likely fake.
Happened to me a few times now, even when the item location is set to London.
eBay/PAYPAL - file a claim
Credit card - call them, if credit card via PAYPAL and they fail to secure refund talk to your card provider.
The tracking system Royal Mail uses for international post varies depending on what insured service you used. Some only cover to the country of destination or leaving the UK. Whilst tracked, not all services are to the door like we have for recorded/special delivery. I discovered the hard way
Credit card - call them, if credit card via PAYPAL and they fail to secure refund talk to your card provider.
The tracking system Royal Mail uses for international post varies depending on what insured service you used. Some only cover to the country of destination or leaving the UK. Whilst tracked, not all services are to the door like we have for recorded/special delivery. I discovered the hard way
Edited by shep1001 on Wednesday 8th June 18:24
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