Royal Mail Reviews 128,174

Terrible Service - Customer service trained to cut off calls.
I called today with an urgent query, as my redirected mail seems to be going missing & I am receiving somebody else’s redirected mail in error.
Apart from this serious issue which has caused me financial loss, the really annoying thing is trying to speak to somebody. Despite providing the correct to & from address etc, I failed some security questions. Rather than explaining anything I was just cut off very rudely & had to call & re-do. This time I had my ref: number, I explained to the second call handler & she said they have to cut you off if you fail. I failed again… I then tried to ask where I could find the info I signed up with - I was cut off.
I had to call for a third time.
What kind of service is this where your advisors are trained to immediately cut someone off with no warning or explanation?! Especially when I’m trying to resolve a huge mistake on your part regarding my redirection?!
Unbelievably poor service.

Update on review posted below.
After waiting in vain for a key to be delivered by Royal Mail Tracked 24 (despite having been given a date and time for it to be delivered over a week earlier), I contacted Royal Mail. They advised that the tracking hadn’t been updated from the Mail Centre in Nottingham, and it probably hadn’t been transferred due to the address or bar code becoming illegible. I should therefore consider it to be lost as it hadn’t been delivered after 11 days.
However, I thought I would pop into my local sorting office, and ask if they could check for me, just in case there was any chance that it had been transferred from Nottingham. The member of staff checked the tracking number on the computer and confirmed it appeared to be lost somewhere in Nottingham. However, she asked me to wait a moment for her to check in the office. A few minutes later, she came back rather sheepishly with a pile of letters, and there was my package, in an envelope, in the middle of the other letters. The address and barcode were unmarked and clearly legible. She apologised profusely, and said one of her colleagues had obviously missed to scan it and for some reason it had been placed with letters, that were also overdue.
I was relieved, but shocked that the rumours were accurate of letters being stockpiled in sorting offices so that they could concentrate on parcels.

I paid for a special key to be delivered urgently from a company who charged me for Royal Mail Tracked 24.
A Royal Mail email and tracking informed me of the very specific delivery date and time, and I waited in all day, but the parcel never arrived. Despite repeated tracking checks, there were no further updates.
We had assumed Tracked 24 referred to 24 hours, not 24 days
Now Royal Mail advise that after 11 days it will be deemed to be lost.
There appears to be no point in trying to remain loyal to Royal Mail as they let you down, time after time.
The last time I complained after a parcel never arrived, I was told it was because we had an uncontrolled dog, but we do not have a dog. I despair.

I have received notification regarding the delivery of a parcel. You suggest "Leave with a neighbour." Not only is this inconvenient for the recipient but the neighbour also! When the neighbour accepts this they are legally responsible for it. WHAT HAS HAPPENED to the "SAFE PLACE" option???

Delivery time changed. #iss poor.

My post is not being delivered for weeks and weeks at a time. I have been waiting for important time sensitive legal documents for over 3 weeks. You go onto there web pages. There is no contact details what so ever, no phone no email no nothing.
Like the Post Office this is now a brand in dia straights and cannot be trusted.
My understanding is when a stamp or cost is agreed, money and goods exchanged then the Royal Mail have entered into a legal contract with SLAs. In my case they are deliberately not delivering mail and therefore are in breach of the contract under consumer rights.
Absolutely shocking service.

I paid over £9.00 for guaranteed next day delivery. Now 19 hours on from the guaranteed delivery time the document has still not arrived. Its a waste of time trying to complain as Royal Mail seem to be only contactable by a phone number that unsurprisingly is 'receiving a higher than average amount of calls'. Appalling

In the space of two weeks I've had parcels from the same company go missing. I've had a run around from royal mail and I'm furious at their customer service.
I find it very strange indeed that two parcels from the fragrance shop should just go "missing ".

You pay a premium recorded delivery charge to ensure your document is
A. Delivered
B. You have an identifiable signature
C. The recipients name is also printed as evidence of delivery if necessary.
Royal Mail took 8 days to deliver and the only thing that was recorded was the initial T!
Not what I paid £3:60 for really.
Royal Mail felt this was acceptable as did the adjudicator at CEDR - unbelievable….
Save yourself the hassle and don’t bother….🤷‍♀️

Parcels collected. Not scanned by driver and now shows as not collected. No tracking available of course and god knows where in the 'system' these expensive items are.
Call Customer Support maybe? 60 minute hold time! Shocking service. No wonder of course

OMG, Royal Mail's services can only be described as horrendous. I order two tracked 24 parcels yesterday, only one of them made it into this county (yet to see if they actually deliver). That matches my general experience of Royal Mail managing to realise it's commitments around half the time on average. It really isn't close to good enough and no wonder the business is struggling. Worse still, tracked 24 doesn't actually mean they guarantee that it will be delivered next day, just that they may attempt it if conditions are optimal, kind of thing. I have recently started to ask businesses which couriers they use and usually avoid those that rely on Royal Mail, where I possibly can anyway.

They are so frustrating

I had a parcel delivered today from m and m. However it was delivered to someone else. The photo to prove it was delivered shows the parcel in full frame with hands holding it. No door or door number shown. No card was left saying it was left with neighbors however none of my neighbors have the parcel. This seems to be a scam by the post office operative. They need to sort it out.

What a joke, when I saw email saying my parcel was being delivered by Royal Mail knew it would not arrive, again, could be bloody anywhere!!!!!!!!!!!!!!!!!!

very good. and delivery on time. many thanks

Claim Ref:11310828
In April using my local Post Office a TV was transported to the new buyer by Parcel Force who wrecked it in transport. On receipt the potential buyer told me it was wrecked & sent me photos of the damage.
I eventually received compensation from Royal Mail but only for the value & postage.
I have been trying since for over 4 weeks to receive some sort of redress for the time & inconvenience this has caused me, to no avail.
Royal Mail have not responded to at least 3 letters & an equal number of e mails I have sent them. I rang them today & was on the phone for 45 minutes trying to get through. When I did, they were unable to confirm receipt of my correspondence & when I asked for the agent’s name, she promptly disconnected the call.
I now no longer have the time or energy to pursue my claim which I suppose is what Royal Mail want.
They are an absolute disgrace.

Like other compainants, Royal Mail are saying that they tried to deliver, but I wasn't in. However: A) I was in. B) No notification was placed through my letter box to say a delivery had been attempted; and C) My regular postman knows my safe place. I can only conclude that the information online is false. Ironically, this parcel has travelled safely across Europe without a problem, and gets list in Essex by Royal Mail!

Never ever ever use royal mail to post a parcel smashed to smithereens dropped all packing broken all contents smashed this was wrapped for war. Seriously do not use royal mail no care no compensation worst courier postal service around. AVOID

I sent original documents by tracked 48. So, of course Royal mail has lost the envelope. My mother who is 82 will now lose out on vital funding to support her after a stroke.

Royal Mail strikes again.
Apparently Royal Mail have delivered a parcel to my home today and taken a photo of a white front door. My front door is black. Unable to get hold of anyone on the telephone, just am automated service with no option to talk to a customer service advisor- if I could leave no stars then I would.

A parcel collection failed collection, rebooked and still not collected and they fail to email, message or phone confirming delays or non attendance leaving customers to remain home hoping item will be collected somewhat outside of time agreed. Service is at its worst peak and definitely don't intend to use this service as a first choice unless I have options.