OMNISHAMBLES ALERT! ROYAL MAIL EPIC FAIL
Kill me now someone & massive apologies to Kron (grovel, grovel).
Having just returned from talking to our lovely Postmaster, who has read me the same instructions as Kron's P.O., & since R.M. have not replied to my email yet, I tried to speak to the guy in the Press Office who happily spoke with me yesterday.
Unfortunately, the 'phone was answered by a female jobsworth who not only refused to speak to me, but tried not to even listen & totally refused to give her name several times (despite the fact that I had given mine).
Apparently, the Press Office only speak to Press & customers need to speak with Customer Service.
I explained that their incorrect (?) press release dated January 11 was the reason for my call as it contained different info. to that which had been given to staff & that I really need to know whether the website or the staff instructions are correct.
As she still refused to discuss it, I'm afraid that I told her that if she wanted to speak with the Press I'd do my level best to find her some!
So, whether the website is incorrect or not, the R.M. Post Offices have been given totally different written instructions.
Therefore, at the moment, we (consumers aka personal customers) MAY post scent inland.
The Overseas aspect appears to be the same on the website & in the P.O.'s - illegal.Updated:
Spoke to Customer Service
. The first person told me (no kidding!) that 'prohibited' means that they will not compensate if the item is lost...
As we differed over the meaning of the word 'prohibited', I politely asked to be transferred.
Was transferred to the wrong department, who kindly transferred me to someone who was able to read (a bit).
It was a battle, but we finally read the website together, Press Release & Prohibited Goods bits, & she told me that it was O.K. & didn't mean that we couldn't.
I became slightly more exasperated than before as she appeared more senior.
But your website says that scent is prohibited I said in a slightly patient sort of voice, normally reserved for the senile or very young.
That's O.K. - it isn't she told me.
After consulting with another team, she agreed that the website was wrong & gave me the 'phone number of the I.T. department so that I could have it changed.
As I am not paid to do this, I regret that I have not done so.
Unlike Royal Mail, who did not, even once, say anything resembling 'sorry', I am truly sorry that so many of us have been penalised for trying to abide by the law.Reply from R,M.
I am a patient person, under normal circumstances,.....BUT WTF? - now read this, just received:-
Thank you for emailing James Eadie yesterday about the changes to what can and can not be sent to oversea’s destinations. As part of our Chairman and Chief Executive’s Office, I have been asked to provide a response on James’ behalf.
I am sorry you have received inconsistent information. This will be addressed with the relevant teams. I can completely understand why this has led to some confusion and I would like to offer some clarification on which is correct. Full details about the changes to what we can and cannot carry can be found at www.royalmail.com/termschanges
but to briefly outline, last year, the Civil Aviation Authority (CAA), Department for Transport (DfT) and the Maritime and Coastguard Agency (MCA) agreed updated rules with Royal Mail for sending small quantities of specific consumer items through the post, which affect what can and cannot be sent to both UK and international destinations. In some cases, these updated rules mean specific changes to the types of items that can be carried by Royal Mail.
Perfumes are prohibited from being sent to international destinations. From 14 January 2013, where Royal Mail finds perfumes addressed overseas we may deal with them as we see fit, including but not limited to, destroying or disposing of those items.
Perfumes are currently prohibited by dangerous goods regulations and should not be sent to UK addresses. From 15 July 2013, perfumes can be sent in the domestic post as long as certain packaging guidelines are met which includes the volume per item not exceeding 150ml; no more than four items to be sent in any one package and a 'dangerous goods in limited quantities' (ID8000) label being applied.
I would like to thank you for raising your concerns and if I can be of any further help or assistance, please contact me again.
Chairman and Chief Executive Office
100 Victoria Embankment LONDON EC4Y 0HQAAAARGH!!!!!!!!!!
Dear Mr Gee,
Thank you for your reply.
My main concern is that the local staff who receive, weigh mail,etc. & give advice to customers have different instructions to that given to customers on your website.
A number of people, including me, have over the last few days been inconvenienced by your Post Office staff telling us that we can still post scent whilst your website suddenly indicated otherwise.
However,in respect of your reply, a member of your Customer Service Dept. just today read your website with me (Press Release & Prohibited Goods) and told me that it was, as a personal customer, o.k. to send scent within the U.K. , subject to volume & packing controls. I queried this a number of times & she consulted with someone else.
I was told that the website & Press Release were wrong & given the 'phone no. of your I.T. dept so I could ask for it to be changed.
I'm a customer, so have no intention of doing this.
They were in no doubt that I am a personal customer as I explained that I was & needed to know for hobby purposes.
The first person even told me that 'prohibited' just meant that you wouldn't compensate in the event of loss, but I asked to speak with someone else.
I suggest that someone urgently looks into & resolves the conflict of information in the hands of various members of your organisation & then issues a further Press Release confirming the correct situation.
If it was a nice day, I'd take the dogs out for a VERY long walk, but it's muddy.
Where's Tucker when u need him?UPDATED
Nice email from Mr. Gee agreeing that further staff training is required & that they wouldn't expect customers to 'phone their I.T. crowd.
Finally reached someone who listens!
Also emailed B.B.C News, Guardian & ecommercebytes.com.