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tamila
Platinum Member
England
2532 Posts |
 Posted - 20 Jan 2010 : 07:26:04 AM
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1. Order something on-line (i.e. from Amazon) and pay for special delivery (cost £10 x 2)
2. Wait in all day for delivery not even using the phone in case they come.
3. Check progress as been given number. Says left early am for delivery.
4. As per advice on website for Royal Mail rang custormer services when had not appeared at 13:00 and post had been.
5. Customer services gave number for local delivery office.
6. Rang this number and woman at the other end said that there were two parcels in my name but that they had been returned as I did not answer the door so if I brought in the card they left I could have them.
7. I said that no-one had tried to deliver them and that I did noit have a card could she just check again. She was very rude, said that it was not her problem and put the phone down.
8. These parcels were for my grandson's birthday the next day and Amazon was the only place that had them.
9. My OH and I went to the office with plenty of identification which we have done in the past.
10. She refused to help and even said that if it was life saving drugs ( I bit my tongue at this because I wished to say no-one in their right minds would send drugs by Royal Mail) she would not give them to me as I did not have the card. She would not let us see the manager and said she was alone.
11. Came home extremely upset. Cancelled visit to grandson today. OH rang customer services. Their manager got nowhere with this woman and suggested that we went in this morning and insisted on speaking to the manager as they could not redeliver until Thursday.
12. I am not surprised they stste this country is in especially Royal Mail.
I wish I could sometimes deal with my customers this way but believe that it is not the way to deal with problems also I would be out on my ear if I behaved in this manner.
Sorry about the rant but I have had enough of this type of attitude in this country.
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garnet
Platinum Member
2382 Posts |
Posted - 20 Jan 2010 : 08:47:03 AM
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| THEIR MANAGER GOT NOWHERE WITH THIS WOMAN????? If he is the manager, isn't he supposed to see that she does her job? Agree with your sentiments - so many people now don't seem to give a stuff whether they do their job or not - they are bloody lucky to have one! |
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geegee
Platinum Member
England
3682 Posts |
Posted - 20 Jan 2010 : 08:55:38 AM
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Oh how ruddy annoying....especially as it was for someone special. I think you were very patient with that woman, I think that I would have throttled her 
I don't think this country is very good at Customer services anymore. It isn't just the Royal mail, it's big companies in general. They ruined everything when they introduced "call centres".
Years ago I used to work for MFI....in a call centre. I was mortified by the attitude of the "team leaders". They seemed to go out of their way to assert their authority by being the most unhelpful creatures possible. Customers were being left with half a Kitchen, no running water, no gas etc etc and all they could quote was "sorry, we can't deliver "A" part until next week. If you speak to the Director he will say exactly the same thing".
I got promoted as the Directors liason officer.... This just meant that I took ALL the calls that were meant for the Director. You can imagine the state of minds of the customers at this point. I was verbally abused from 8am til 5pm. (I couldn't do the job now!)
I made a point of trying to help these customers by over ruling all the team leaders and building a rapport with the store managers so that I could get stock transferred around. Just by improving the delivery dates by a few days made all the difference to the customers and to me.
Little Britain seem to aptly reflect the state of this country by their "COMPUTER SAYS NO!" slogan
Oops, sorry for long post  Got me on a rant there....
Hope you get your parcels very soon and when you see your Grandsons face, once he has opened his present, then hopefully this will all seem a distant unpleasant memory  |
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Sue J
Gold Member
Wales
914 Posts |
Posted - 20 Jan 2010 : 10:10:29 AM
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| Contrary to how things used to be, I honestly believe that in this day and age staff in the customer service industry are specifically trained in the skills of never letting the CUSTOMER think they are right and never ever to apologise as this may be seen as a weekness. |
Welshpool
Welsh/Shrops border
   
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Quarabian
Platinum Member
Wales
4340 Posts |
Posted - 20 Jan 2010 : 11:13:25 AM
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I am sorry for the way you have been treated tamila and sympathise because I too have waited for parcels in vain. However, I must speak up for Amazon.
I ordered a camera before christmas but declined the extra cost for quick delivery, in fact the delivery was free. Guess what, it came the next day! |
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pinkvboots
Platinum Member
United Kingdom
3290 Posts |
Posted - 20 Jan 2010 : 11:45:34 AM
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I work with someone like that, if someone rings our phone and says one word she doesn't like she puts the phone down on them, I work for a property company so deal with Tenants all day, most dont speak good English, so are hard enough to deal with at the best of times.
Then when they call back its usually me who answers it by then they are so angry it makes my job twice as hard, I have complained to my boss about it but nothing is ever done she just gets away with it.
I now give them her name when they ring back so hopefully they will complain about her too, wicked I know but she cant do her job, and as for the Royal Mail don't get me started on them, they should be named Royal useless Mail service. that's my moaning over for the day. Tamila hope you get your package. |
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nikki
Platinum Member
Wales
4384 Posts |
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sub
Platinum Member
United Kingdom
1919 Posts |
Posted - 20 Jan 2010 : 1:19:14 PM
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My local office will give you parcels without the card so long as you have proof of address and photo ID.
Sounds like you had a jobsworth!
We had a incident a while back where the postman didn't even knock or ring my doorbell - he just put a card through the neighbours door instead of mine and gave them my letters too! |
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Jamana
Gold Member
England
682 Posts |
Posted - 20 Jan 2010 : 8:16:04 PM
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| Our postman leaves a card which say, 'Collect after 2pm' which is written directly above the opening times which shows that the office closes at 1.30 |
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tamila
Platinum Member
England
2532 Posts |
Posted - 21 Jan 2010 : 06:59:34 AM
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I have collected or OH collected them yesterday and spoke to the manager who was very defensive and had her with him. She kept butting in until my OH said he was not speaking to her and then he asked for the managing director's name and address. They declined to give it to him and insisted that we were not in when the postman knocked and that he also left a card. When it was siggested he may have gone to the wrong address they said that he definitely came to our address. My OH also said to them did they think we had time to play games with them and had no reason to make all this up.
Amazon have refunded the money paid to special delivery and have noted the behavior of the staff at Royal Mail.
My daughter-in-law had the same thing happen yesterday for the little one's birthday but the sorting office came around with the parcel for her.
I actuallyu am befginning to despair of this country and now know why Royal Mail are losing money and customers. |
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Grey Girl
Platinum Member
England
1554 Posts |
Posted - 23 Jan 2010 : 3:13:37 PM
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Very sorry you've had a rotten experience; I have always found the Royal Mail postmen and service staff kind and helpful. We've only once had a postman just shove the card through without knocking, and they redelivered it, apologising profusely, the next day.
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 Said the little eohippus, "I´m going to be a HORSE"  |
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Lesson in Customer Service!!!
