Blundering Royal Mail compensates customer Chris after mobile phone delivery mix-up


Dad Chris Knapper has slammed Royal Mail’s customer service – after never receiving his daughter’s mobile phone.

The 54-year-old had been waiting for the iphone 11 Pro Max to arrive after it was posted to his Dresden home from Cornwall so the screen could be repaired.

But it never arrived and then he got a text alert to say somebody had tried to gain access into the phone.

And his subsequent investigations with Royal Mail’s call centre and its Longton sorting office have failed to locate the missing phone which was worth up to £1,000.

Now Royal Mail has ‘compensated’ Chris for the missing phone.

The Royal Mail delivery office in Longton

Chris said: “I contacted the Royal Mail call centre and spoke to various people over a 10-day window. They were waiting for contact from the sorting office to try to ascertain where this parcel had gone.

“But we had no contact with the sorting office whatsoever. They had my email address and phone number but they did not contact me.

“Eventually, the call centre up said it had received contact from the sorting office and they were trying to retrieve the parcel. In the meantime they said I could put a claim in, which I did.”

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The parcel should have been delivered to Chris’ Kildare Street address. And when he went to the address where he thought the phone had been delivered to the occupants did not know what he was referring to.

Chris added: “Royal Mail has made a huge mistake – and the lack of communication has been really poor.

“I have never had confirmation from Royal Mail about where it was delivered to because they say they are not at liberty to tell me the address.

“In my opinion, their level of service has been really substandard and poor. It’s the communication that I can’t get my head around because in this day and age we have all got mobile phones and tablets.

“They had all my contact details but there was no communication – it was me doing all the running around and chasing. It just seems unfair that I had to do a lot of the spade work when I am not at fault, it’s them.

“I know the onus is on me but there was nothing coming back in my direction. I’ve had to ring them all the time and send them messages and everything else. It seems wrong.”

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Chris has now got his wish of compensation for the missing phone.

A Royal Mail spokesman said: “We expect our customers to receive the highest level of customer service, and we’re very sorry if that did not happen on this occasion.

“After further investigation, we have compensated the customer for the item. This is a rare occurrence and the vast majority of items we handle every day are delivered successfully.

“All of our employees are reminded of the high standards expected of them, during these difficult times. Every item we handle is important to us and we always strive to provide the best possible service for all our customers.”





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