Postoffice
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Royal Mail collections- the only service which treats your actual booking with them as optional. And decides not to bother.
I booked a collection with Royal Mail. It's a pretty important parcel. I was unwell, I have a disability that knocks me for 6 at times, so I didn't feel up to going round to the PO. I had other options for collection but in my wisdom decided to trust the PO as we have some nice posties (one or 2 are less nice). So I booked a collection. But, they never came. And of course, its the weekend and there is nobody to answer my query. I do not believe there is any come uppance when companies do this kind of thing- they can just say we were out or didn't reply and its our word against theirs. Four people were home the entire day. Three doorbells working! We have a doorcam- nobody came. And yet, the PO say if they can't gain access they will contact the sender. Nothing from them at all (until well into the evening). Now my important parcel is late, when I could have opted for numerous other services operating in my area. And of course, next time I will. I submitted a request for a refund. They say refunds will only be paid if the postperson doesn't claim they were unable to gain access. As the PO also say they will only pay refunds after 21 days, I got it refunded through Paypal. At 7pm - about 8 hours after scheduled collection, I had an email saying "Hi XXXXXXX We’re sorry but we were unable to fulfil your collection request, order number XXXXXXX for the following item(s):XXXXXXX If still required, please book another collection. We're sorry for any inconvenience". At least they did not say it was my fault. But, name me another service which, when you book with them, they consider it optional whether to fulfil or not. 'If still required' Ah no, its ok, I flew to the destination with the parcel in my mouth, all sorted. No problem. Its a real shame. There are lovely, dependable people working there, and I don't like to tar them all with the same brush. But this was really not ok. I needed the parcel to be sent, or someone to let me know if they could not come. Its not a lot to ask that the service works as they say it will.