Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
RitaMills · 31/08/2017 14:56

Today I bought a label maker for £14.99 and fabric iron on label refills for £3.99 from Aldi. So get yourself to Aldi and you can make your own. I'm very excited about sitting making labels tonight. Grin yes I actually am the saddest person in the world

Original poster
Grade1Gardening · 31/08/2017 14:57

That does sound cumbersome ItsAllGoingToBeFine

I am just Hmm at this company's completely unhelpful stance. I mean, they do want their customers to be relatively satisfied I would have thought. By not showing at least a little bit of a helpful attitude they have lost business as i would have happily ordered their labels for years to come and been more than likely to recommend them to friends and family as well as on social media, MN etc.

They just don't seem to be on top of their game.

OP posts:
Original poster
Grade1Gardening · 31/08/2017 15:25

Ordered new labels from NameTags4U.

Very easy, nice designs. Hope they will wash well.

And.... their confirmation email did not end up in the junk folder.

I hope I will receive my order from the other company.

Do you think they will bother posting the envelope? I wonder...... Wouldn't it be fraud if they refused to send my order out or at least try to help sort out the issue?

OP posts:
StarsAndStripes18 · 31/08/2017 15:39

As I said above I use My Nametags and really recommend them.

I only ordered mine on Monday night and they arrived today (I'm in NI which usually means longer waiting times)!

I use the stick on and they stay on the kid's clothes all year with numerous washings everyday and also don't fade.

StarsAndStripes18 · 31/08/2017 15:40

Hopefully you get sorted now Grade1, you could end up with double the amount Smile

Original poster
Grade1Gardening · 31/08/2017 15:51

Isn't odd that the company won't even let me know if they display a return address on the envelope? I know their name is on the envelope but not sure about a return address. Confused

This is really stressing me.

OP posts:
StarsAndStripes18 · 31/08/2017 15:55

Grade, I know you might not want to name the company (and I've no idea how to pm you) but I'll ask anyway Blush is it the company I mentioned up above? If so, I might be able to help you.

Original poster
Grade1Gardening · 31/08/2017 15:57

www.which.co.uk/consumer-rights/advice/my-online-order-hasnt-arrived-what-can-i-do

According to this site

Delivery rights

The retailer is responsible for goods until they are in your physical possession, or in the possession of someone appointed by you to accept them.

This means that retailers are liable for the service provided by the couriers they employ - the delivery firm is not liable.

The retailer is responsible for the goods until they are delivered to you and in your possession.

Mhm, interesting. Might have to the small claims route?

OP posts:
Original poster
Grade1Gardening · 31/08/2017 16:00

"Mhm, interesting. Might have to the small claims route?" Probably not though. Too stressful. It feels crappy though Sad.

Let's move on, life is compacted enough as is. I have felt so stressed since dealing with this.

OP posts:
Original poster
Grade1Gardening · 31/08/2017 16:01

Stressed because i feel treated badly by them. That's almost worse than losing the money.

OP posts:
gobbynorthernbird · 31/08/2017 16:04

Grade, that probably only applies if you've given them your correct address.

Mol1628 · 31/08/2017 16:11

I don't really understand. You've made a mistake with your address and are annoyed at the company for not making themselves out of pocket to fix your mistake?

Doubt you have a claim since it's your job to check details are correct. They sent the labels you paid for to the address you provided.

PuppyMonkey · 31/08/2017 16:17

I'm a busy puzzled by what you think is so bad about that address form.

First name, last name
Address Line 1
Address line 2
City
Postcode etc

What's wrong with that?Confused

I use a Sharpie permanent marker, so this is all new to me. £35 for labels - blimey they saw you coming!

grandOlejukeofYork · 31/08/2017 16:17

Why assume OP made the mistake? Which is more likely, she bizarrely forgot to put in half her address line, or the company messed it up? My guess is the latter.

TheWeeWitch · 31/08/2017 16:22

I've given up on name tags. A sharpie pen does the job for us now.

Original poster
Grade1Gardening · 31/08/2017 17:53

"What's wrong with that?"

the auto fill functionality helps avoid such mistakes. Companies would want the best possible e-commerce system to ensure that they do good business and their service delivers. Helping customers minimise mistakes is part of such a online service.

However, i am not asking AIBU to demand new labels.

I am saying AIBU to think they should act more helpfully. That's all. Help locate the order.

At the very least they could have said:

"Sometimes when the address is incomplete or wrong orders are not delivered and Royal Mail usually posts these back to sensor. We will keep an eye out for your order and keep you up to date."

Along these lines.

Instead they repeatedly say
"We have posted your order"

Hmm I really can't see how anyone can think that this is professional in terms of customer service.

And, I have been ringing their customer service telephone number repeatedly since yesterday. There is no answer phone service. Nobody is picking up. Come on, that is not at all professional.

OP posts:
StarUtopia · 31/08/2017 22:00

You need MyNameTags...amazing stickers. Never had a problem with them in the 2 yrs I've used them. Tiny Me were appalling - and their customer service stank too.

And for those saying, why should they be £35 out of pocket blah blah...pfft...the order probably cost them less than a fiver to make. I can't believe any company would risk their reputation. Most customers are genuine. You simply apologise and resend the order. Obviously you log it so that if the same customer says again the following year it didn't arrive, you realise you might have a dodgy customer!

BathshebaOak1 · 01/09/2017 00:57

I thought mynametags was who op was having the problem with.

Original poster
Grade1Gardening · 01/09/2017 10:10

Wow, I ordered labels from Nametags4U yesterday and received them today! They look great, I'm impressed with their speed. Thanks for the recommendation.

Will probably get a stamp for next year to keep costs down. The only challenge is to find a label with sufficient white space to stamp the name.

Let's see if my other labels turn up one day. I shall trust in their better nature Wink.

"Most customers are genuine. You simply apologise and resend the order. Obviously you log it so that if the same customer says again the following year it didn't arrive, you realise you might have a dodgy customer!"
Totally agree. Smile

OP posts:
AWholeLottaRosie · 01/09/2017 10:25

I ordered something from a large well-known company and it was delivered to a different house. When I phoned to see where my order was they helpfully told me to go and knock on doors "in the surrounding area" as they knew they'd definitely sent it Hmm
Eventually I managed to speak to someone more helpful and they told me that it had been delivered to number 23 instead of 26. She could see on her system that even though I had entered 26 and my customer profile had always shown 26 the address label generated was 23.
When I went to 23 they told me this has happened several times before but usually with letters (and from different companies) and they just pop them through our letterbox.

So I wouldn't assume that you must have left the number out OP and that it is therefore your fault.

AJPTaylor · 01/09/2017 10:31

I have just ordered stamptastic after years of recommendations. 10 for the stamp 12 for the ink.

Original poster
Grade1Gardening · 01/09/2017 10:44

"So I wouldn't assume that you must have left the number out OP and that it is therefore your fault."

The confirmation email does not display my house number. As it went straight to the junk mail folder, I was not aware of this so could not rectify the problem. As I have mentioned above, no other online shopping confirmation emails have ever gone into my junk folder. This is something specific to this company's mailing system. I would have thought that companies will do their utmost to prevent their company emails ending up in people's junk folder.

It is impossible to say for sure where the fault lies e.g. me forgetting to include my house number or their e-commerce system having a glitch.

However even if I did forget including my house number, the very least they could do is help me trouble shoot the problem.

The fact is that I have paid but not received the goods and they are not available, not answering any more emails and the emails they did send in response just stated "we have sent it" suggesting that it's out of their hands.

The person dealing with their customer service must be incredibly inexperienced or stressed and grumpy. They cannot just say tough luck, you paid us and the order got lost before they know that the order got lost. Why not suggest I wait to see if the envelope gets returned to sender? And what is it it with them not picking up their customer services phone?

Anyway, I have new labels, hope the other ones arrive one day too. Let's see.

What this has taught me too is that labels are bloody expensive and that I will either make my own labels going forward or use stamps.

OP posts:
BeepBeepMOVE · 04/09/2017 01:42

Eh? Where did I say your email was rude? I said it was cold and accusatory.

You messed up not the company but your email never makes mention of that. Instead you say how the address was wrong and that you have paid and need them now! Demanding they send more. Saying how you've never had problems before if inferring they are causing you problems now when it is your fault.

I would have sent more along the lines of friendly-
hi, I think i messed up my order, and missed the house number. School starts soon, any chance you could try repeating the order or help me locating my parcel.

Customer service are people they tend to respond much quicker and nicer to polite friendly enquires not demands.

Pizzaexpressreview · 04/09/2017 01:51

Hmm woven labels UK?

I've just ordered with them as I saw they promised quick delivery.

I noticed my house number hadn't been included when traced across (from PayPal?) and so emailed separately to confirm it. I wasn't sure how it happened

Having read this thread I found my conformation info was in the spam folder.

I hope they're legit and I get some labels! I've used mynametags before but for obvious reasons wanted it quickly!!

Nefer795 · 04/09/2017 07:18

I have had to deal with a similar issue from the other side at work. The customer did not put their house number, my boss wrote exactly what was on the order form and posted the order. He did not write a return address. The parcel was deemed undeliverable, as it was a flat in a large London Street. Royal Mail couldn't return the parcel as there was no return address (I now insist on this being added). It took me hours, quite literally, to establish it was probably at the undelivered depot in Belfast and was very to likely to be returned, even though I had the tracking number. Hours of time lost, parcel never appeared. It was a very low value order and we did not refund in the end as it was not our fault and trying to track it down cost far more than we had made on the sale. I did make sure the customer was informed all the way of everything I had tried. In our case, we couldn't replace the item. I'd have been furious if the customer had insisted on a refund after the time (and personal phone bill) I'd had to spend on a mistake that was his!