| Complainant: |
Mr G Williams |
| Town/City
of Residence: |
Plymouth |
Dear Sir/Madam,
2 weeks ago I went into my local Post Office with 2 parcels. Both
where for Bulgaria, both contained cloths, books, photos. Personal
items for friends and family in Bulgaria. Total cost for both
packages came to just over £50. I filled out no forms and
was asked no questions.
On the 7th August the larger of the 2 parcels appeared outside
my door (is it usual to leave parcels in this manner?). On the
parcel was a parcelforce label and another label telling me that
I had to re-send the parcel because it was either too heavy, too
big or it required a 'parcelforce declaration'. I then spent 10mins
trying to understand this bizarre situation.
This particular parcel cost £32.45p&p yet it had got
only as far as Reading before being sent back to me. I can only
assume that the other parcel is still on its way to Bulgaria.
It has not yet arrived.
There was obviously a mix up somewhere in the system and I felt
that a phone call would rectify the situation-at this point I
was mildly optimistic. My optimism lasted for 2 calls. In the
end I have taken time off work, wasted time and money on several
phone calls. In the end the Post Office agreed to re-send (at
no extra cost to me) the parcel but why was it so difficult to
achieve this.
I spoke to Parcelforce, Consignia Royal Mail, Post Office and
Postwatch. For the first 2-3 hours I was told by all that I had
2 options.
1) Take the parcel back to the Post Office and pay again to have
the parcel sent and send in a claim form if I felt there had been
an error (Parcelforce advised me that the maximum reimbursement
from them would be £27!!!!!!!!!!!!!)
2) Submit a claim form now and they would investigate my claim.
All I asked for, all day, is for this parcel to go to Bulgaria.
I have paid for this service so why should I pay again? And why
should I fill out a claim form. I was told all about 'the system'
and why I need to pay again because 'there is no other way'. All
day I was given so much incorrect information and advice. I was
told by parcelforce that I had underpaid by £34 to which
I replied I can only pay what the Post Office ask me to pay.
A different 'customer care agent' told me I had not filled out
the necessary forms to which I replied why had only one parcel
been returned. A different Parcelforce 'customer care agent' told
me that the error was with the Post Office and I should talk to
their helpline. The Post Office 'customer care agent' listened
and contacted the Post Office I had used. They confidently told
me that all was correct with the Post Office. No documentation
was needed and that Parcelforce where incorrect and should not
have acted in this manner. They would contact Parcelforce and
would quickly resolve this problem.
Parcelforce contacted me to tell that they where right and the
Post Office was wrong. What followed was an argument between the
2 each claiming the other department was wrong. This would mean
that the idea of claiming money back would hold no guarantees.
I should also point out that maybe 80% of my time on the phone
I was 'on hold'. At one point the line was disconnected and apparently
this happens after 20mins of 'inactivity!!!'
I had to instigate all that happened during the day. I had to
make all the phone calls. When told 'I will call you back' I had
to make another phone call to remind them.
I gave my money to the Post Office yet for most of the day they
claimed there was nothing they could do as Parcel force where
at fault.
If I could have found a solution to this problem after 1 or 2
phone calls I would have accepted the situation and the delay.
What I have found is total chaos, inflexibility and customer care
departments more interested passing the blame on to another department.
Initially I am writing this letter to advice interested parties
of the reality of customer care within Consginia. Ultimately I
intend to seek compensation for my wasted day and phone costs.
Glyn Williams
Link to other Consignia Complaints: Link1
Thanks for sharing your experience Mr Williams.
The Editor also has a pending complaint against Royal mail which
has now been referred to Postwatch- The Consumer Council for Postal
Services.
From clik2complaints' experience of Royal Mail's mismanagement
of our Post Office Box, it is the Editor's view that their Customer
Service is non existent
=================================
About a mounth ago an American company
sent me a package by first class air postage. I
complained to the company but they told me they had sent it and
it must be being held back by the customs office. But still even
if it is being held back, why havn't they got in touch with me to
tell me. Further still it can't of took this long to get thoiugh
the customs office.
Simon May .. 23 August 2003
------------------------------------------
I had a similar experience. I needed a watch
(weighs 4 oz/110g) to be repaired in the USA under warranty.
I sent it Registered (at that time) but it was returned several
weeks later with an explanation saying Registered post to the US
was not possible because the US Customs office reserve the right
to open the package (which baffled me because I thought that was
normal practice). I needed 'Registered' to insure it adequately.
I received a few first class stamps as compensation after writing
a letter to Royal Mail. 1) why didn't the counter staff at Royal
Mail (it wasn't Post Office Counters who handled the transaction)
explain at the time, and b) why does it takes weeks for it to be
returned - it never left the UK ?. I can't wait for the monopoly
to be disolved.
Tony Wood ... 3 November 2003
====================================
You won't get anywhere Miss Williams. I've had horrendous
experiences with them too and I'm afraid I've come to the conclusion
that there is simply no point complaining. You won't get anything
other than pathetic excuses and at best a measly cheque for £27.
Lolicia Smith-Blason...20 September 2002
----------------------------------------------
The Parcel Force customer care telephone
number NEVER works.
0870 588 5588 Kailash Sohoni... 2 October 2002
----------------------------------------------
I have had 3 items of mail go missing.
All sent first class. After a week of calls and nothing
from them I have been sent a standard reply.
I have been told to submit a claim for call charges I wont
be holding my breath. The sooner there is another option for post
than Consignia the better.
Their customer service is VEry VERY VERY POOR and indequate.
Dawn Baxendale... 8 October 2002
------------------------------------------
It is true that you need to complete customs
decleration forms when sending abroad. The Post
Office clerk should have advised this at the time.On this declaration
you have to list all the contents & value of the consignment.
If your gift is over a certain amount duty maybe payable by the
consignee. You are better off calling Parcelforce on 0800-224466
before taking your next parcel to the post office. Sent International
Standard next time.
Postmaster Pete...17 October 2002
---------------------------------------------
I sent a rolex watch to the usa in October
2002 via parcelforce
'International Datapost'. It cost me £32,
it managed to get to Coventry before it was stolen. Because I had
not been informed about the enhanced compensation, the reason being
'it is up to the customer to be aware of terms and conditions before
posting' and because the items' value was in excess of their standard
compensation limit of £250 my claim for compensation was rejected.
My watch, valued at £600 was stolen while in their secure
environment, advertised as 'For your complete peace of mind parcels
are fully protected against potential loss or damage'. if I hadnt
lost so much money this statement would have made me burst out laughing.
When I contacted the export manageress I told her that I would be
taking legal action, her reply was 'well dont spend too much on
a solicitor because you dont have a chance, I am a magistrate so
I know these things'. When I replied that I did not intend to spend
any money on a solicitor because I intended to get in touch with
the BBC's consumer programme 'Watchdog' she replied 'they wont help
you, they do a lot of business with us'.
Hows that for customer service!!! Almost two weeks after the item
had gone missing I was still able to track it on line, and it come
up with the same message each time 'Advised and on its way'. It
is really unbelievable that a company this size can get away with
what I can only describe as daylight robbery. I feel like I have
been the victim of a crime but what can I do? Oh, forgot to mention,
Parcelforce are returning my postage postage costs as a way of compensation.
Whoopee!!!!!!!
Roy Schoch...9 November 2002
-----------------------------------------------
I had fed feedback in the Consignia Website
separately to the Royal mail and as well as to the Parcelforce feedback
end. They do not have the courtesy to acknowledge
for the suggestion. It clearly indicates such neglection is a true
sign of Mis-management.
As a seafarer, when called in UK port sent a registered insured
(£600)letter in 1996 the same was not delivered in India as
yet. Complaint lodged with the Indian Postal Authorities and as
well as the Royal Mail, Royal Mail insisted for reverse entry verification
and after the investigation it was revealed to have not landed in
India for delivery, the insurance claim not paid to me as yet.
Since been to UK last year for study as a full time student, when
pursued the matter, now the Post Watch states that I will not be
paid the due insurance claim amount of £600 which was long
overdue. Which is a betrayal to the public not paying what was assured.
Thanks,
Chandran Peechulli... 10 November 2002
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