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AIBU?

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Original poster

Name labels did not arrive

104 replies

Grade1Gardening · 30/08/2017 12:37

So annoying.

I ordered name labels for 3 dc. Somehow my house number was not included in the address field, not sure how this happened as I am a keen online shopper and this has never happened to me before, plus I have ordered form the same company before.

So the labels were sent to the following address:

My name
Street name
Postcode

No house number.

Of course i didn't receive the envelope and the company have an attitude that it's none of their concern. as they have sent out the labels on 22 August.

I visited my local Royal Mail distribution center and was told that when the address is not complete mail will be sent back to sender. The company name was stated on the envelope.

So it looks like I lost £35.00 because a house number was not included.

AIBU to think that the company could be a little bit more helpful in locating the envelope and resolving g the issue rather than reiterating that the labels were sent out on 22 aug b first class mail?

So annoyed as i cannot at all afford to loose that much money. Sad

OP posts:
Firesuit · 30/08/2017 14:40

Although if the confirmation email was sent immediately (so automatically by software) then that probably would mean it was typed wrong. There's unlikely to be a software error that always strips numbers off, or they would have gone out of business long ago.

Original poster
Grade1Gardening · 30/08/2017 14:43

I very much agree with Firesuit. This is their address form.

Quite unprofessional. I also really feel they were defensive from the beginning, which makes me wonder if I am not the only customer raising this problem.

They very much have the attitude that they have posted the envelope and that's it. No trouble shooting offered. TBH I think I have been had by them. Bad luck.

Name labels did not arrive
OP posts:
MissDuke · 30/08/2017 14:47

YANBU op!!!!

I use stikkins, they are great. Very fast delivery and a great product. I was sent a free sample when dd started big school as the PTA use them as a fundraiser and I ended up buying them for all the dc. I use them on everything - school bags, lunch bags, stationery etc as well as all school clothing. They really don't come off!

Grade1Gardening · 30/08/2017 17:54

This reply has been deleted

Message withdrawn at poster's request.

BoomBoomsCousin · 30/08/2017 19:05

If what they mainly do is name labels, a business like theirs probably does the vast majority of its annual turnover in the 4 weeks before school starts, so it's not entirely surprising they are slow to respond. Which sucks for you, but isn't totally unexpected and probably not something they can mitigate that easily and stay in business.

grandOlejukeofYork · 30/08/2017 19:22

In the end there is nothing I can do. I have to order new labels

nonsense. Tell them that you have paid for labels and do not have them, and that they need to send some more. Stop being so nice. Do a chargeback on your credit card if they don't refund or replace.

gobbynorthernbird · 30/08/2017 19:58

It can take quite some time for Royal Mail to return items to sender. They may not have them back yet.

RainbowPastel · 30/08/2017 20:25

I am surprised your postie didn't just deliver them unless you live on a huge road. I have had quite a few things numbered incorrectly and have always got them.

Original poster
Grade1Gardening · 31/08/2017 09:35

I asked for my last post to be deleted as I accidentally mentioned the company name Blush

I spoke to our post man this morning and he said that if he had seen the envelope he would have known it to be us and delivered it but that he had been away on holiday the last 2 weeks.

He explained that the other post delivery person would have returned to sender and that that can take up to a week so my order might end up back at the label company .

OP posts:
Soubriquet · 31/08/2017 12:33

My labels arrived today!

Only ordered them yesterday morning

Chillywhippet · 31/08/2017 13:20

Just ordered stikins from label planet at 12.32 pm. Just got an emailed saying they have been printed and dispatched at 13.02

Gunpowder · 31/08/2017 13:29

YANBU. Awful customer service. I would name and shame here and on twitter.

Original poster
Grade1Gardening · 31/08/2017 13:42

"YANBU. Awful customer service."
I must agree.

This surely must have happened before so instead of in siting that they sent it out several time, wouldn't be better to say that if the labels had not been delivered they would most likely be returned to sender and would turn up at their offices eventually.

It's the defensive attitude that annoys me and makes it feel like a bad business transaction. They could have offered to help sort this out. Even if they just said let's wait a week or so to see if the envelope is returned to them. Grr.

OP posts:
Original poster
Grade1Gardening · 31/08/2017 13:42
  • instead of insisting
OP posts:
Original poster
Grade1Gardening · 31/08/2017 13:43

Sorry bad spelling, doing too many things at the same time.

OP posts:
BeepBeepMOVE · 31/08/2017 13:52

YABU!

It's obviously your error. They posted it to the address you gave them. You gave the wrong address.

The fact it went to spam is not suspicious at all, plenty of stuff goes to spam that's why you should check it regularly. You should have checked the order before completing it anyway.

They are defensive because your first email was pretty cold almost accusatory, instead of hi, sorry I messed up the address, can you help?

RainbowPastel · 31/08/2017 14:03

I don't see what's unprofessional about their website form. It's perfectly readable and has the right information needed. If you missed off the house number then it's your fault really.

Original poster
Grade1Gardening · 31/08/2017 14:05

BeepBeepMOVE

ehhhhhhhhh are you from the company?

You think this email was rude?

Hi,

I have noticed that there is no house number in the confirmation email.
My order has not arrived and must have either been lost in the postal system, incorrectly delivered or been returned to sender. I urgently need the labels and I have paid GBP 36.85. The money has been taken from my account.

I have ordered name labels from you before and never have experienced any problems.

I would be very grateful if you could send replacement labels as soon as possible.

Many thanks.

Best wishes,
Grade

One would have to have a very bad day and be extremely touchy to think this was a rude email. lol

OP posts:
Soubriquet · 31/08/2017 14:08

Very bad customer service not to try to help as that is a reasonable email

ItsAllGoingToBeFine · 31/08/2017 14:08

TBF, you are asking them to send you another £35 worth of labels for free, when they haven't done anything wrong...

Did you fill in the form by hand btw, or use an auto form filler? I often find that depending on the format of the form, Google can fill in the fields incorrectly.

Original poster
Grade1Gardening · 31/08/2017 14:11

"I don't see what's unprofessional about their website form. It's perfectly readable and has the right information needed. If you missed off the house number then it's your fault really."

See, I don't see it that way. The technology they are using makes it very easy for customers to make a mistake. It's much better to have the "find address feature" where you enter your postcode and select the house number plus street name from a drip down thingy.

BeepBeepMOVE How should I have worded my email in order to receive a better customer experience. They could have said this can happen and usually envelopes are returned to us, wait a week or so.

Their defensiveness and lack of support to sort it out makes them very unprofessional.
I dod wonder what they will do once my order is returned to them. Keep it? Chuck it in the bin? They still haven't replied. Maybe I do have to name and shame. I'd be reluctant because as opposed to the company I know that mistakes can happen. It's how they are dealt with that makes a difference.

OP posts:
Original poster
Grade1Gardening · 31/08/2017 14:15

And my very first communication after realising that I still hadn't received the labels was:

Dear customer service tem,

I completed this order and payment has been taken from my account, however I have not received a confirmation email or the name labels.

School is starting in a few days, can you please advise?

Many thanks.

Best Regards,

So rude right? Must have really offended them, which is why they don't offer to locate the labels.

OP posts:
Original poster
Grade1Gardening · 31/08/2017 14:18

IABU to spell team 'tem' admittedly.

Really unprofessional and impersonal sign off their customer service emails with

Kind regards,
name of company

And what about their phone service. They simply don't pick up the phone. Hmm

OP posts:
WishfulThanking · 31/08/2017 14:29

Name labels for £35?! Shock

ItsAllGoingToBeFine · 31/08/2017 14:36

It's much better to have the "find address feature" where you enter your postcode and select the house number plus street name from a drip down thingy

I find those a PITA. Royal Mail, in their wisdom, don't recognise my address (imagine a house originally, now flats) so I need to use a "main door" address, and rely on getting it passed on. It's even worse for things like banking which also technically aren't under my address, because they insist on using one of the postcode linked dropped down list, and allow no alteration. The addresses associated with me section of my credit report makes fun reading Grin

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