I’ve got a batch of 41 parcels missing from 12.12.22
I sent them RM tracked 24 hours. Some of them say they are at the Heathrow Logistics centre and some don’t seem to have made it any further than my local post office!
So the updates on the tracking app either say in transit or we’ve got it!
I was just wondering if any of you are in the same position? How long are you waiting before you claim compensation and refund your customers and have any of you been in contact with RM?
I was hoping to wait until the new year but I have had a terrible Christmas with all the worry of this. Nothing is on the move yet.
What makes it worse is that people have ordered things at a later date and they have all arrived safely and then it puts into question whether my parcels are actually lost or just at the bottom of a very big pile waiting to be delivered.
I have a lot that are not updated as delivered Sarah as well. I had a batch that seemed to be problematic on 8th December. I have refunded two (both of which turned up a few days later and both customers have subsequently paid again) I have quite a few that are not marked as delivered but customers have left feedback so I know they arrived and I have sent out replacements for two that have still not turned up which I’ll be making a claim for. I’m too scared to go through all and check every one for delivery as firstly I don’t want to give myself cause to worry too much given that I know a lot have been delivered but not updated on the system, so I’m just waiting for customers to contact me to chase if they haven’t had them. I have chased a few with RM but so far none of my queries have had a response, though two of the ones I chased turned up the next day. I think they are stuck in a massive backlog. I had a lot of issues similar during Covid lockdown, but in the end only made a claim for 2 so I’m hanging on as long as I can for now.
I did get a 1* review off someone who said still waiting but didn’t contact me to say they hadn’t had their order, nor reply to my e-mail but then followed up with an e-mail after I refunded that they arrived a few days later and has paid again and was really happy, not that I can do anything about the review now, but at least it’s clear it’s down to post issues!
try not to worry lovely, most customers have been really understanding and know it’s not your fault -
Oh Sarah I’m so sorry to read this. I understand it’s very frustrating and upsetting, & you can’t really relax. I sent a couple of paintings by RM Tracked in good time right at the beginning of December. From the website they seemed ‘stuck’ at the P.O. I checked several times each day until, thankfully, my customers finally contacted me to offer thanks. The RM website just wasn’t/isn’t updating. All that worry for nothing! So, in order to feel a bit better, it may be a good idea to try & contact RM and see if they can give an update on your items. Good luck and best wishes to you
Thanks you two Maybe RM site just not updated although I have had quite a few customers let me know their parcels definitely haven’t arrived.
I may have to contact them all personally now and double check - that’s a lot of e-mails! lol
I deliberately got my 1st christmas batch out in good time but then I though, maybe I could squeeze another batch in at the beginning of December! Bad idea. I warned all potential customers on my facebook page and instagram that I couldn’t guarantee delivery in time for Christmas and it was their risk to take but some people didn’t seem to get the memo!
Most customers have been very understanding and patient - I’m just dreading having to claim for so many at once. I normally just refund and don’t even claim from RM but I will have to this time.
I have a special delivery that’s tracking hasn’t been updated since it was handed in at PO on 14th December. I have refunded customer and made a claim, but have heard nothing from RM.
I have another that has made it to Exeter, but no movement since.
It is distressing, we are so used to having a reliable service, and depend on it for our online businesses.
Well, I managed to get through to Royal Mail and I can start the claims process on all the tracked parcels that are stuck at the Heathrow logistics centre but I have 5 that haven’t even been processed as leaving the post office - so I have to make a different claim for them with the Post Office!
It’s a nightmare!
I’m trying to do all this and also sort out all my Mum’s financial assesment details for her care. My head is absolutely mish mashed today! I honestly want to cry. Even chocolate is not helping.
Please can someone send me a financial whizz guardian angel in the shape of Brad Pitt - thanks in advance!
The worst dates for posting were 5th and 6th of December as they seemed to get stuck while later dates moved a bit faster. I have two parcels which show as not delivered from those dates but the customers have not said anything so I am assuming they must be there by now. Only one customer even mentioned it hadn’t arrived but was happy to wait and 4 days later she got it (tracking still says not !).
Also at least half a dozen packages where customer has told me it has arrived but tracking still says not. So try not to worry, chances are that they are there and it is just the tracking which is not updated. x
I think Joy @JOYSofGLASS is right about 5/6th December, it was when the freezing conditions started. I had a Next Day parcel stuck on its travels from that date, apparently due to bad weather conditions. I finally got through to Evri, who said it was lost, emailed me the compensation form and as my customer wrote to me and said it was truly a Christmas miracle as it arrived on Friday 23rd. I think it was always on the van, but new parcels just kept being put on top of it. Anyway I am going to claim the postage back, as I refunded my customer it…
Fingers crossed that your parcels turn up, and that your customers are understanding xx
Can’t help with Brad Pitt or your lost parcels but just wanted you to know we’re in the thick of dealing with social services and care needs/finances, it’s a nightmare and you have my utmost sympathy. I found ‘independent age’ who are a charity were very helpful. x
Just chipping in to say that I am also receiving enquires about items posted on 5 December. I know it doesn’t help other than to say you’re not alone for that date’s post!
I had on posted around the 8th that was stuck at Atherstone hub for over 10 days. The customer was very understanding and it showed as delivered just before Christmas. I must admit I upgrade out of my own pocket to Special Delivery for a few parcels, but they still took a few days.
I sent some items at about the same time. Even though tracking says some are still in transit some have actually arrived. I only discovered this as I email my customers to tell them I was keeping an eye on tracking and a couple got back to me to say they had received their order!
and was really happy, not that I can do anything about the review now, but at least it’s clear it’s down to post issues!
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Maybe RM site just not updated although I have had quite a few customers let me know their parcels definitely haven’t arrived.