Only special delivery covers bullion ( great tagline we all love to use )... unless there's an actual problem.

[Petra]

None of this is great, however, wait until you try to claim from Hermes or whatever they call themselves now. Today they are terrible would be an understatement (and know it wasn’t any precious metal)

[asl]

It is unlikely that RM can get any worse. Over the past month, 5 of the packages I received by special delivery did not arrive when expected, with one being over a week late. 

[Foster88]

I don’t have much to add other than to say I’m shocked reading some of these experiences of other members.

Thankfully I’ve never had an issue with Royal Mail, not to tempt fate.

I hope you and the seller get this resolved @James32. Like others have said, I’ve had complaints with other companies before that were going nowhere and an email to the CEO always got a quick response and were resolved quicker than the usual complaints department.

@Petra Hermes are now called Evri, I think it stands for (Evri parcel damaged or lost and they are dreadful.

I’ve had large items lost with Hermes before and then had to fight a claim and appeal process. I don’t know how they’re still in business, the rebranding of the company should tell everyone everything they need to know. No established company with a good reputation would rebrand on the scale they have because they don’t need to.

[arphethean]

1 hour ago, jackflash123 said:

I understand this post was specifically meant for SD deliveries but I thought it would be a good place to add an update regarding an item sent by 1st class signed for.

I recently sent a 100g TSF bar by 1st class signed at the buyers request. This bar went missing and after waiting several weeks in good faith that it may turn up, it still didn't arrive.

I was the sender so I decided to help the buyer by making a claim for him, because I had the original postage receipt. I completed the online claims form, and uploaded proof of purchase, proof of value of the item in the form of the original sales invoice and submitted everything in line with Royal Mails guidelines.

After waiting for apx 6 weeks, and contacting them several times by phone in-between waiting, they eventually sent me a cheque for £53.45 and closed the case. The amount was £50 for the lost item plus £3.45 for the original postage costs.

The 100g bar cost £100 and they would only reimburse £50 stating that was their limit of insurance on 1st class signed.

The moral of this story is that it takes a long time to deal with RM customer services and they are extremely inefficient when it comes to someone trying to make a claim from them. And if you're sending anything with a value over £50 then SD is your best choice for insurance purposes. But as this thread shows us, not even using SD, their premium service, can guarantee a smooth claims process if something goes missing.

I have stopped using Royal Mail for the time being because I think all these strikes and disruptions to service are increasing the odds of something being stolen or going missing.

I cannot think of a more reliable service because the courier companies such as DPD or DHL are just as bad when it comes to missing items so maybe the best option is just to stop sending stuff all together? Or at least keep the number of packages you send to an absolute minimum, at least until things get resolved with Royal Mail and all these strikes 🤷

You were lucky to be compensated for a PM item sent by 1st class SF.

I have written up my full experience of claiming for a lost SD item. 

A long read, so put it in a new thread so as not to derail this one, but I think info worth knowing for anyone who uses the service for sending PMs between individuals (i.e. most of the forum!!)

 

[jackflash123]

3 minutes ago, arphethean said:

You were lucky to be compensated for a PM item sent by 1st class SF.

I have written up my full experience of claiming for a lost SD item. 

A long read, so put it in a new thread so as not to derail this one, but I think info worth knowing for anyone who uses the service for sending PMs between individuals (i.e. most of the forum!!)

 

I've read your full thread and made a comment on it. That wasn't my first experience trying to claim from Royal Mail, I've had to make a couple of claims in the past. One specifically was made around 20 years ago and they were just as bad then as they are now. Things only seem to be getting worse I'm afraid with regards to all these strikes and delays.

[dicker]

Sounds like a default rubbish response.  

I called the Royal Mail when I had a package not delivered but marked as such.

It was an error, because the postie couldn’t give it to me and didn’t want to post it though my door.

They called back within about an hour.

[LawrenceChard]

4 hours ago, James32 said:

Hi all, this is on behalf of another member whom I won't name, but I'm starting this thread in the hope it throws up some helpful advice for them, and quite frankly...as we are all on the proverbial hook.

Will try and keep as short as possible, but basically he posted a gold coin by special delivery, well wrapped and protected, correct address, nothing obvious as to what was inside. This is a highly trusted member who has successfully traded multiple multiple thousands in bullion items. 

The coin never arrived, the tracking never updated after a couple of days. We waited a couple of weeks in good faith/hope it would eventually arrive ( never did) the seller duly refunded full cost and started the claim process, all pretty straight forward although highly frustrating. 

Another few weeks pass, and today the seller finally gets a response from the Royal mail, but not the kind of response he/i/any of us would be hoping for..

Dear Mr xxxxxx

Thanks for contacting royal mail regarding a special delivery item, reference #######

××× The item has been removed from the network because we believe it contains prohibited items. Royal mail is entitled to deal with prohibited items as we see fit, so it has been disposed of. For security reasons no further details are available. 

Regards Mary Tilley, Royal mail××××

 

This is the worst blanket statement I've read in my sheltered life, seriously 😐 is this the service we are paying for ? Can any postal worker's or even law professional offer tips on the member next step?

Has any dealers on here even faced a similar situation and if so, did you reach a satisfactory outcome?!

Thanks for reading and for any advice shared to help the member in question, but also us all moving forward. 

If ive tagged you it's because I believe you may have a helpful input, thanks in advance. 

@watchesandwhisky @pricha @arphethean @arshimo2012 @AndrewSL76 @Tn21 @DuncanWylieWilson @theman73 @modofantasma @richatthecroft @Paul

I seem to remember something similar, but it was years ago, with Royal Mail citing "prohibited items".

The sender needs to stand his ground, supply evidence that it was a gold coin, which is not prohibited, and politely but firmly ask for their evidence , and what the "prohibited item" was alleged or suspected to have been. If it has been destroyed there would be at least a blob of molten gold for them to produce. Could perhaps ask for proof an employee has not stolen it? Send a copy to your local MP, especially in view of the allegation about "prohibited item", and destruction. He might be able to question Royal Mail's authority to do so, especialy without providing a reason.

😎

 

[pricha]

4 hours ago, ady said:

Sorry to hear your predicament. It has crossed my mind lately that these parcels are not being dealt with correctly when delivered and had them just posted through the letter box. Asked for no signature, and provided no signature for the items you recently sent to me.

They have admitted "removing the item from the network", I'd say raise a police complaint (get a crime number) as good measure as the sender would have stated the item was not a prohibited item. 

It did cross my mind to the detection of drugs as has been mentioned, but what ever the excuse you'd think they would inform the police on such matters. I have bought silver bullets an wondered if scanned they would be pick up as a prohibited item.

As an an additional point to SD though know this is not relevant to your case, a paper signature ought to be sought on delivery not those stupid screens, if you are asked for a signature at all..

During covid restrictions signatures were not required.  Postmen were asked just to post the items. This changed a few months and signatures are required.  The idea of the screens is that they can detect exactly the time date and the exact place the parcel was singed for.. you should receive a immediate text saying it has been delivered.  So of course if you do not have it they should be able to pin point exactly where it is , if it has gone to a wrong address. 

[Tn21]

. The reasoning is a bit odd and strange for a bullion coin. Most probably a generic response. 

I think you can fight this one out and get the item delivered or a refund. 

 

I would like to echo some of arphethean thoughts as I don't think we are covered in the way we think we are covered when it comes to sending items out via special delivery. 

My only bad experience is below but it all went well in the end however I seriously do have some concerns regarding SD .

 

Edited November 6, 2022 by Tn21

[Zeuk]

Slightly depressing read tbh, super important to be able to rely on transport ... has anyone ever looked at using a different courier service instead?

[arphethean]

6 minutes ago, Zeuk said:

Slightly depressing read tbh, super important to be able to rely on transport ... has anyone ever looked at using a different courier service instead?

I have, but came up blank, no other couriers offering insurance on precious metals. I am aware of dealers using DHL and fedex and assume they have a contract with these firms to insure PMs but guess these contracts are not available to private individuals

[Zeuk]

2 minutes ago, arphethean said:

I have, but came up blank, no other couriers offering insurance on precious metals. I am aware of dealers using DHL and fedex and assume they have a contract with these firms to insure PMs but guess these contracts are not available to private individuals

Shame the forum couldnt broker some kind of agreement, probably too complex.

[SiCole]

10 minutes ago, Zeuk said:

Shame the forum couldnt broker some kind of agreement, probably too complex.

No company would take it on. Its a tiny account compared to their others and all the shipments would be high value. They want to ship 100 x £10 items rather than 1 x £1000.

[Zeuk]

8 minutes ago, SiCole said:

No company would take it on. Its a tiny account compared to their others and all the shipments would be high value. They want to ship 100 x £10 items rather than 1 x £1000.

I dont disagree its unlikely to be feasible, but i'm not sure the volumes would be a problem. The distribution networks are already in place i.e. drop off at your local garage for hermes etc. and id imagine you're looking at a similar number of trades via the forum than a dealer.  Its just whether there could be an overarching agreement for insurance, which is probably unlikely.

[flyingveepixie]

Two SD horror stories being related on the forum in one day.   As noted above Royal Mail seems to have a death wish.

[ArgentSmith]

21 hours ago, James32 said:

Dear Mr xxxxxx

Thanks for contacting royal mail regarding a special delivery item, reference #######

××× The item has been removed from the network because we believe it contains prohibited items. Royal mail is entitled to deal with prohibited items as we see fit, so it has been disposed of. For security reasons no further details are available. 

Regards Mary Tilley, Royal mail××××

 

RM obviously have employees vetting items, presumably they use Xray equipment?

What have we got here?... looks like a well wrapped Coin with maximum insurance, how suspicious think it needs disposing of 🤔

Maybe this helps maybe not but I always cut postage cost off bottom of label and make package look as ordinary as possible.

[Earthmetal]

21 hours ago, pricha said:

Sadly with Royal Mail it's a race to the bottom to compete with Amazon and the like.  Its all about making more money for the owners.  Apparently some Czech billionaire.  Expect your gold coins to be left on the doorstep very soon.  Its heartbreaking .  

I had three jiffy bags containing gold left by the door last week. All were Special Delivery. I was actually pleased as I didn't have to wait until I could visit a depot during the 30 seconds per week they are open, but it's not what they're supposed to do.

[Earthmetal]

20 hours ago, Petra said:

None of this is great, however, wait until you try to claim from Hermes or whatever they call themselves now. Today they are terrible would be an understatement (and know it wasn’t any precious metal)

Yep, I will never use them again for that very reason.

[ZigZag]

8 hours ago, flyingveepixie said:

Two SD horror stories being related on the forum in one day.   As noted above Royal Mail seems to have a death wish.

Doesn’t just affect R.M though, I’d got some proof coins of a fair value to me, it was bad enough trying to decide fair value, add postage thoughts on top, I just opted for an easier pay back and sold through a dealer. Downside was I’d have probably got a fair bit more on here, plus side was one transaction and job done.

[sovereignsteve]

7 hours ago, Earthmetal said:

I had three jiffy bags containing gold left by the door last week. All were Special Delivery.

No just the RM. I have reliable info about a package being returned from NGC, value over £30k being left on the doorstep by Fedex!

[pricha]

7 hours ago, Earthmetal said:

I had three jiffy bags containing gold left by the door last week. All were Special Delivery. I was actually pleased as I didn't have to wait until I could visit a depot during the 30 seconds per week they are open, but it's not what they're supposed to do.

I would be straight down the local office giving the manager hell.... 

[pricha]

With respect people's attitudes are wrong. They find stuff on the doorstep and are happy they turned up. Sadly this just let's the courier off the hook and next time they'll do just the same until the luck runs out. You'd have every right to say the parcels never arrived ( which I'm told happens quite often ). It's then up to the couriers to prove it was delived. A photo of parcel on doorstep means nothing without a signature.  

[Zeuk]

Slightly off topic but an interesting story about how bad private couriers can be, about every 6 months (its happened 3 times now) i get a driver from eastern europe try to deliver a truck load of CBD extract, it seems their sat nav brings them to my specific house when it should be going to an industrial estate in a near by village, they very much try and insist they have the right place.  Given how much this stuff retails for its getting harder to send them on their way.

[Silverlocks]

On 06/11/2022 at 00:59, Zeuk said:

Shame the forum couldnt broker some kind of agreement, probably too complex.

You can buy various types of goods in transit insurance through commercial carriers but I've not seen retail goods in transit cover offered independently from a courier firm.  I think it's one of those things that carriers won't touch because they know they'll attract a deluge of scammers.

[PenguinUK]

On 05/11/2022 at 15:33, James32 said:

#####

××× The item has been removed from the network because we believe it contains prohibited items. Royal mail is entitled to deal with prohibited items as we see fit, so it has been disposed of. For security reasons no further details are available. 

Regards Mary Tilley, Royal mail××××

 

That anyone would have the nerve to behave with such arrogant contempt is incredible. I am always saying this nowadays but "This stupid country!"

Edited November 7, 2022 by PenguinUK
clumsy wording changed