So I have had a reply about my Royal Mail Problem Dear Miss Norris Thank you for contacting Royal Mail. Im sorry to hear about the issue of mail being returned to sender after a Customs charge was paid for the item. Of the huge volumes of letters and packets we handle, very few encounter a problem along their way - so Im sorry that you feel let down. Im very sorry that your international item reference LC436744165US was returned to the sender early in error. Of the huge volumes of letters and packets we handle, very few encounter a problem along their way. Our priority is to handle all mail efficiently and securely, so Im sorry that youve been let down in this way. I fully appreciate the inconvenience and concern caused when items do not arrive when expected. In dealing with your enquiry, Ive taken the following action: • Logged and reported the full details of your complaint • Passed these details to the manager of your local Delivery Office • Arranged for your fee of £18.28 to be refunded onto the card which made the payment (this should be back in your account within 5 working days) The Delivery Office Manager has asked us to pass on their apologies for the return of this item and they are putting further processes in place to ensure that items are not returned early when payments are due. Once again, please accept my sincere apologies on behalf of Royal Mail for the problem youve had, and our thanks for taking the time to make us aware of this. Please be assured that we take letting our customers down seriously and will use this information to make further improvements. I hope that this explanation resolves your enquiry and concludes this matter for you. However if you are unhappy with my response you can contact the Escalated Customer Resolution Team who will re-investigate your complaint. They can be contacted by emailing: [email protected]. Alternatively you can write to: Escalated Customer Resolution Team, Royal Mail, PO Box 466, Plymouth, PL9 7HJ. If you do contact the team please can I ask you to quote your reference number 1-3103294325. Regards Jonathan Swabey Customer Service Advisor YES ... YES I WILL be contacting the escalated Customer resolution Team!!!!
Posted on: Thu, 07 Aug 2014 13:55:17 +0000
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