Post misdirected to china
Dear Royal Mail Group Limited,
On 9th December I paid to sent an important gift, an artwork which had taken me 6 months to complete, to canada, by international tracked and signed. On 12th December you delivered it, to Beijing china.....the parcel reference is RN511087837GB.
I have made repeated attempts to call royal mail for assistance, and on each occasion your staff have refused to assist in any way because the parcel has not been lost for long enough, even though the chance to recover it diminishes by the day.
I therefore request the following information,
1, how did my parcel end up in China
2, why do you have a policy where you refuse to assist until it is effectively too late?
I await your prompt response.
Yours faithfully
C King
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| [1]Royal Mail logo |
| |
| Enquiry Reference # 191231-002129 |
| |
| Response By E-mail (Emma) (31/12/2019 03.25 PM) |
| Dear Chris |
| |
| Thank you for your email regarding your item RN511087837GB. |
| |
| I can confirm that this item was missorted at Heathrow on 12.12.2019 and was shipped to China in error. |
| The item was then rerouted from China to Canada on 17.12.2019. The item should be due to complete being |
| processed in Canadian customs and be handed over to Canada Post any time soon. |
| |
| We are obligated under the Universal Postal Union agreement to allow time for processing before sending |
| and investigation request and this has been incorporated into the terms and conditions of the service. |
| |
| UPU regulations can be found at [2]www.upu.int |
| |
| Our own terms and conditions can be found at |
| [3]https://www.royalmail.com/sites/default/.... |
| |
| Please accept my sincere apologies for the inconvenience caused. |
| |
| Regards |
| Emma Stanton |
| Royal Mail |
| Customer By Service Email (irgt irgt) (31/12/2019 10.27 AM) |
| Hello |
| |
| We have received the below enquiry regarding a problem with a delivery of a parcel. It has been |
| received as a FOI request but it seems to be more of a customer service issue. Could you pleased eal |
| with and respond directly to the customer, thanks. |
| |
| Kind Regards |
| |
| Dave Johnston |
| Information Rights and Governance Officer |
| Royal Mail Group |
| |
| Information Rights & Governance Team |
| 2nd Floor, Pond Street, Sheffield, S98 6HR |
| |
| [mobile number] |
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| E Mail: [4][email address] |
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| Classified: RMG – Internal |
| |
| -----Original Message----- |
| From: Chris King [mailto:[5][FOI #631047 email]] |
| Sent: 30 December 2019 23:07 |
| To: FOI <[6][Royal Mail Group request email]> |
| Subject: Freedom of Information request - Post misdirected to china |
| |
| Dear Royal Mail Group Limited, |
| On 9th December I paid to sent an important gift, an artwork which had taken me 6 months to complete, |
| to canada, by international tracked and signed. On 12th December you delivered it, to Beijing |
| china.....the parcel reference is RN511087837GB. |
| I have made repeated attempts to call royal mail for assistance, and on each occasion your staff have |
| refused to assist in any way because the parcel has not been lost for long enough, even though the |
| chance to recover it diminishes by the day. |
| I therefore request the following information, 1, how did my parcel end up in China 2, why do you have |
| a policy where you refuse to assist until it is effectively too late? |
| |
| I await your prompt response. |
| |
| Yours faithfully |
| C King |
| |
| ------------------------------------------------------------------- |
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Dear [email address],
I'm sorry but this is completely unacceptable. A huge amount of stress has been caused over the Christmas period due to royal mail failing to provide a service with reasonable care and skill. Simply quoting some regulations as a justification for refusing to assist is a disgrace. The parcel plainly was not sent to Vancouver on 17th December, as it only takes a few days to clear customs, so is obviously lost. The longer you delay the less hope I have of recovering it. This is the worst service I have ever received in my life.
Yours sincerely,
Chris King
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