To think this isn't Customer Service?

[Sparklywolf]

Post Office have cocked up delivering a Birthday pressie for my little niece, having paid for ParcelForce 48hr delivery the tracking didn't work and after speaking to ParcelForce and Royal Mail it seems the PO Counter gave it to RM by mistake. It can't be tracked cos it hasn't got a RM tracking number, it may be delivered by RM but they'll demand a surcharge on the doorstep, and they both say its a PO mistake so complaint must go to them. So far so aggravating but mistakes happen etc etc.

What's infuriating me is that it is impossible to contact PO Customer Service by phone, literally any number you find online just rings out including those supplied by CAB and OfCom. I have sent in a webform asking for telephone call today and received an email (from a noreply address) saying they'll be in touch within 5 days. Posted on FB and had a chat with social media bot who can't access any systems and says she can't make outgoing calls....but did confirm "we don't have a helpline for general enquiries or complaints, but we're available on FB/Twittert and you can request a callback using the webform. This was a decision made by the business"

AIBU to think this is NOT Customer Service and is quite ridiculous?

This is customer service- appalling, pointless customer service. Increasingly for parcels there is a choice and bad service will mean customers vote with their feet.

Can you go into a branch to see if they could help?

Their customer service is utterly shocking. I had that same issue trying to get in touch with them for a refund when they failed to make a collection on time. That was back in December... I finally got confirmation that they will refund it today. I chased by email 4 times, Facebook messaged them, phoned their customer services and filled in their online form. Then... they had the flipping cheek to say they wouldn't refund as it was out with their 28 day window (I started trying to make contact the day after the collection was missed!) I made my point and got it sorted eventually but I'll never use them again, a totally shambolic attempt at 'service'.

Unfortunately my branch is one of the new till points in local co-op and the poor kids expected to run it are clueless (and totally aware/in agreement with most of the village that closing the proper P.O. has been a disaster!) I'm off sick waiting for an op so have little I'm up to doing other than chasing this so fully expecting to spend tomorrow going postal (so to speak)

There should be a means of contacting them, that doesn't involve social media what about an elderly person that doesn't have a computer, or maybe someone who has poor vision that may prefer to talk to someone.
Good luck.

Out them on Twitter, they'll fall over themselves to sort it.