Last week, Wendy needed something posting quickly, so I took it to the local Post Office and coughed up £7.55 to send it via Special Delivery, expecting it to arrive the next working day.
Unfortunately, on this occasion, Royal Mail’s definition of “special” fell short of both my expectations and their service specification: it took almost a week. Their website clearly reports the postage and delivery date.
So given that Royal Mail know from their tracking system that the item was delayed, claiming the refund to which I’m entitled should be straightforward, right? Sadly not. It turns out that I have to fill in a form giving all sorts of details about the parcel, including the posting and delivery dates and times which they clearly already know, and submit this along with my original Post Office receipts (luckily, I’m a hoarder of Post Office receipts after previous bad experiences). I then have to wait 30 days – thirty days – for them to consider the claim, when it is already abundantly clear from the data they have that a refund is appropriate.
Why can’t I just go to the local Post Office, or phone a number, and get an immediate apology and refund based on the data they already have? The current system seems convoluted, illogical, and puts a totally unnecessary burden on the consumer. Rant over!