Saturday, November 17, 2007

This is what they say about their customer service.

'We handle 80 million items daily and quality of service is always our top priority. Nevertheless, things occasionally go wrong. If you've had a problem with your Royal Mail service, we're sorry and we want to put things right.'

This is what I think of their customer service:

They asked me,

'How can we help?'

This was my reply

You can help by improving your service, which is quite frankly utterly appalling.
I received a card through the door saying an item had a customs charge on it. It stated that I could pay online, however for the third time out of 4 deliveries since this system was introduced the box which is meant to contain the reference no. was left blank. As I don't have £12.50 worth of stamps handy (who does?) I was forced to go to the Royal Mail enquiry office in Woolwich.
As I leave for work before 8 and don't get back until after 1pm. I had to go on a Saturday morning. The office is only open for 4 1/2 hours, (what sort of a business these days has such limited opening hours to offer it's customers?)
I parking on a parking meter and put 25 minutes on it. Unfortunately, as usual, at the busiest time of the week, only one person was working. I queued for 40 minutes to be greeted with a plethora of signs saying that Royal Mail staff are entitled to be treated with respect and should not be abused (which I totally agree with) However if the management of Royal Mail actually delivered a reasonable service then I am sure there would be far less abuse of your employees. By the time I had finally retrieved my package I had incurred a £30 parking fine for overstaying on the meter. So this item has now cost me £42.50 because your employee could not be bothered to write down the reference number and your inadequate opening hours and poor staffing levels delayed me for 40 minutes.
I am not surprised that Royal Mail is losing so much business to other carriers, as they say you reap what you sow.
frustrated and angry

Anyone else want Royal Mail broken up and privatised?


At 10:55 pm, Anonymous Anonymous said...

Dunno about privatisation. Weren't they doing alright 5 years ago before the liberalisation of postal services? Anyway they're appalling now. Postage arrives at 4pm in Abbey Wood. I'd had many items go missing (stolen?) over the past few months. Woolwich post office is a mess, the queues are beyond bad at times. But its not nationwide. Since I left London I've enjoyed far better service in Bristol. Lots of post offices, hardly any queues, morning deliveries etc.

At 1:06 pm, Anonymous The ReV' said...

Personally i have no problem with the Post Office!
The reason they close at noon or whatever on a Saturady is cos they're at work from 6am (i'm guessing). A 6 hour working day on a weekend seems reasonable to me, yeah it is abit inconvient and your right they should have written the number on the card (very nearly unforgivable, no excuse) but sorry but I have no sympathy (that sounds harsh, its not ment to!) for you getting a parking ticket, thats not down to the Post Office. Bus it or park in a car park where you pay when you leave...but then i've never had a parking ticket or speeding ticket. I'm overly careful!
I've often had a similar problem but i eaither buy the stamps if i have the reference number or ask a mate to pop along.
Anyway great to have you back aBlogging! We'll have to go out for that drink sometime soon!

At 10:02 pm, Anonymous Nigel said...

I agree the service now is a disgrace.
We regularly get letters through that are not addressed to us or our house, sometimes even after redirecting them.
We rarely get a delivery before 1pm.
Cards left regarding attempted deliveries are often not filled out properly, and it usually takes more than 48 hours before the item is available for collection, incurring wasted journeys to the post office.
How can it have gone so spectacularly downhill in barely 10 years?

At 10:30 pm, Blogger Planet Plumstead said...

It's tragic what's happened to Royal Mail over the years. I've wasted many journeys to the sorting office too. Personally, I've seen a decline in the standard of service in mail deliveries generally. I do think it depends on who your individual postman is though. We have a guy who delivers fautlessly most of the time, but when he has a day off we really notice it. We get wrongly delivered mail turning up sometimes late afternoon. And I've even had one put a "sorry you were out card" through the door without even knocking to see if anyone was in; which they were!

At 1:13 pm, Anonymous Anonymous said...

Woolwich Post Office is usually an appalling experience; collecting packages there especially so. I was stopped by a Socialist Party chap in the high street recently. He was handing out leaflets saying 'Save Woolwich Post Office' to which my immediate reaction was 'Why?'. The management really need to get their act together.

At 7:51 pm, Anonymous Nigel said...

I have just heard that the reason you have to wait 48 hours, and often longer, to collect your parcel after receiving one of those cards, is because if you are not in, the postman puts it back in the post box!
Apparently they don't have the right kind of sorting facilities at Woolwich any more, so rather than take it back there this is all they can do.
Scandalous if true!

At 7:56 am, Anonymous Ex-Swingate Lane Resident said...

It was an extreme chore going to Woolwich Post Office to collect parcels - they were extremely inefficient and in addition, often told me my driving licence was not ''government idenfitication'' - that was the black Tracy Chapman look-a-like in there!


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