10 days & still not arrived - company lying?

[Beccatheboo]

Have ordered a Christmas present for my nephew. The online company I ordered from say it was despatched on 10th December (Royal Mail) but it still hasn’t arrived. They’ve fobbed me off saying that Royal Mail has a backlog - but 10 days, really? Are they lying?

They definitely might not be.

I have an Etsy shop and dispatch everything via Royal Mail. One of my orders didn’t turn up, and I clearly remember writing her address (very distinctive work address). Luckily she was very understanding and I made her a replacement item and sent it to her home address. Unfortunately this can happen, but please don’t jump to the conclusion that they’re lying.

When I used to run a business Royal Mail often took ages to deliver things because they were backed up or just plain lost them. Even worse around this time as Christmas is incredibly busy and there are a lot of parcels in the system so it's definitely plausible that it is delayed or lost. Some of our products took weeks to arrive.