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Original poster

Royal Mail - Parcel left on doorstep

37 replies

whatever1980 · 17/12/2022 20:55

My elderly parents live on the front of a busy housing estate. I bought my mum a coat for Christmas and it was sent with a tracking number etc. Royal Mail delivered today apparently at 1.57pm. Photo shows parcel on front doorstep. They didn't hear the door apparently and I've just told them now a parcel was delivered at .57pm (being almost 9pm now)

Of course parcel no longer there.

Should Royal Mail have simply left parcel on front doorstep of house on busy street? Their garden has no fence around it or gate so is open.

My dad is 85 and my mum is 77. If they hadn't heard the doorbell my mum would've simply picked parcel up from depot.

Sue to strikes we weren't expecting any delivery this quickly

Not sure where we go from here now

Anyone had similar please?

OP posts:
LordEmsworth · 17/12/2022 20:58

You go back to the merchant, and tell them the item wasn't received.

Ohdearnotagain76 · 17/12/2022 21:01

To be fair Royal Mail probably thought they were being helpful and wouldn’t of know if parents were old or even if anyone was in. Just inform place you brought it from.

uhOhOP · 17/12/2022 21:01

OP, it is Royal Mail's policy to ensure safe delivery of all mail. They train their delivery people that parcels should be brought back to the delivery office if the customer is not in, and should not be left on the doorstep. Complain to Royal Mail in the first instance, not to the merchant. @LordEmsworth, what's it got to do with the merchant?

Original poster
whatever1980 · 17/12/2022 21:01

Thanks @LordEmsworth coat was from eBay (new) feel bad for seller as they've done everything right

Royal Mail never leaves my parcels on doorstep they always put them in a hidden location even when I haven't asked them to so not sure why they've done they've done this at my mums

OP posts:
Original poster
whatever1980 · 17/12/2022 21:04

Thanks all

That's what I thought that they either take them back to depot or leave them in a safe place if you've directed that (or perhaps that is just evri)

I know Royal Mail trying to be helpful but it was £100 coat and a present for my mum and now it's gone. She's in a right state now as I asked if she could check doorstep (she has ill health) and my dad is bed bound virtually.

OP posts:
Original poster
whatever1980 · 17/12/2022 21:06

Also leaves me in the position that she now has no present for Christmas after a really crappy year for her

OP posts:
TheHateIsNotGood · 17/12/2022 21:07

This isn't normal for Royal Mail so complain. Of all the strike actions going on, the Royal Mail workers have my greatest support, and I don't think leaving parcels on doorsteps is part of their striking.

Hiddenvoice · 17/12/2022 21:11

I guess it depends on the area, this is pretty normal for where I live. They knock on the door and leave the parcel unless it specifically says signed for. Due to covid the Royal Mail were encouraged to knock and leave the parcel on the doorstep. They used to wait until you opened the door but now I guess some walk away. I would contact Royal Mail and the company you bought her from, however the company may say to take it up with Royal Mail.

ShyMaryEllen · 17/12/2022 21:11

It is normal for me. I am sick of parcels being left on the doorstep - sometimes in the rain - and they can be there for a couple of days if we are away. The postman told me that they aren't supposed to take them back to the sorting office, and agreed to take them to the back of the house if nobody answered, so at least they were out of sight of passers by. Unfortunately he has left, and we are back to having parcels left on the step or under a hedge. It's maddening.

Original poster
whatever1980 · 17/12/2022 21:18

Trying to submit a claim and it says only the sender can submit the form for tracked post

So I have a photo showing parcel on my doorstep so not sellers issue but they now have to submit a claim form for me which it's unlikely they'll do (eBay selller)

I can hardly complain to eBay and say I didn't receive the goods?

OP posts:
LordEmsworth · 17/12/2022 21:19

@uhOhOP Because it's the merchant's responsibility to get the item to the buyer. The merchant is the one who has the contract with Royal Mail - not the OP. The merchant has paid Royal Mail to deliver the parcel, which they haven't done. Royal Mail won't respond to the OP if she contacts them.

www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

Royal Mail weren't trying to be helpful, they were trying to get through the backlog they have as quickly as possible. About a year ago, my neighbour left a note asking the postie to leave their parcel under the car, and he refused - knocked on my door and said he wasn't allowed to, asked me to take it. That's clearly gone out the window now.

Poppyseed14 · 17/12/2022 21:21

OP you need to open an item not received claim with eBay.

LordEmsworth · 17/12/2022 21:22

whatever1980 · 17/12/2022 21:18

Trying to submit a claim and it says only the sender can submit the form for tracked post

So I have a photo showing parcel on my doorstep so not sellers issue but they now have to submit a claim form for me which it's unlikely they'll do (eBay selller)

I can hardly complain to eBay and say I didn't receive the goods?

Yes, you can. Absolutely. It is the seller's responsibility to get the parcel to you, they should take it up with Royal Mail. Contact them first and then if they refuse, eBay.

Did you pay on a credit card? You may be able to claim through a chargeback/section 75 claim if you did, but the seller should be your first port of call.

Rollerbird · 17/12/2022 21:24

Ebay should 100% refund you if seller doesn't if you raise it as a dispute

Original poster
whatever1980 · 17/12/2022 21:35

Thanks all - really appreciate your help here.

I paid via PayPal on eBay. I'll raise a dispute via ebay and see where that takes me.

My poor mum is taking it badly - roof got blown off her house earlier this year in storm and just putting house back together now, someone crashed into her 2 months ago leaving her hurt and writing off her car, she's a carer for my dad, she can't walk herself and has health issues - she feels cursed.

OP posts:
Tryingtokeepgoing · 17/12/2022 21:36

uhOhOP · 17/12/2022 21:01

OP, it is Royal Mail's policy to ensure safe delivery of all mail. They train their delivery people that parcels should be brought back to the delivery office if the customer is not in, and should not be left on the doorstep. Complain to Royal Mail in the first instance, not to the merchant. @LordEmsworth, what's it got to do with the merchant?

The merchant is the one the OP has a contract with, not Royal Mail. The merchant has the agreement with Royal Mail, but that’s the not the customers issue. Contractually, the merchant is on the hook.

AllThatFancyPaintsAsFair · 17/12/2022 21:49

When did Royal Mail start taking photographs, parcels get left on the doorstep here, I don't always know who has delivered them but I had no idea Royal Mail did photos, that's useful to know but why, if they aren't allowed to leave then outside would they have a photo taking system in the first place

It all sounds a bit muddled

DahliaMacNamara · 17/12/2022 22:06

I contacted a merchant about a Royal Mail parcel that arrived partially opened, and not containing my full order, and they were able to refer to a photo Royal Mail had sent them of the parcel tucked into a 'safe' place. It was admittedly slightly safer than by the front door facing the street, which is where they left the remainder of the order. They used to take parcels back to the sorting office, but here the drop and run practice has been retained post Covid.

SkinnyFatte · 17/12/2022 22:15

Royal Mail are using a lot of agency workers right now so that item may not have been delivered by an RM employee...just go back to the seller and say you didn't get it.

Original poster
whatever1980 · 17/12/2022 22:20

Thanks everyone

Think I may invest in a ring doorbell type thing linked to my phone even to help them as they get medicines delivered etc

OP posts:
OnaBegonia · 17/12/2022 23:16

Ppl commenting about parcels being left, most retailers have an option for delivery instructions ie leave in shed, or pop a post it note on door asking 'leave at back door'
it's not difficult.

GLADragss · 17/12/2022 23:19

Honestly I think a lot of people are desperate due to COL so things like parcel theft will be more common. Not that’s it’s a justification for theft, but you’ll get a lot more people feeling entitled to “free” things to balance out their expenditure and generally being less considerate to the victim. I’d assume things like theft and fraud generally may increase.

OliviaFlaversham · 17/12/2022 23:23

I sent something with RM signed for. The tracker said it was signed for but the signature was not who I sent it to. It had been left in a lobby and signed for by the driver. Who delivered it in an Amazon van. So not handed to a person and not signed for by a receiver!

Shol · 17/12/2022 23:34

uhOhOP · 17/12/2022 21:01

OP, it is Royal Mail's policy to ensure safe delivery of all mail. They train their delivery people that parcels should be brought back to the delivery office if the customer is not in, and should not be left on the doorstep. Complain to Royal Mail in the first instance, not to the merchant. @LordEmsworth, what's it got to do with the merchant?

Yes but unfortunately Royal Mail staff often ignore their training and dump stuff on doorstep in full view of the road.

They have also, in my personal experience:

  • lied about attempting delivery;
  • forged my signature to pretend valuables had been received (valuable disappeared obvs);
  • sliced open letters from my bank that contained new bank cards, and
  • Ripped open birthday cards to steal cash from inside.

Complain to both merchant and royal mail, good luck!

ShyMaryEllen · 19/12/2022 00:34

OnaBegonia · 17/12/2022 23:16

Ppl commenting about parcels being left, most retailers have an option for delivery instructions ie leave in shed, or pop a post it note on door asking 'leave at back door'
it's not difficult.

If a deliverer is going to leave it on the doorstep, they are hardly going to take notice of a note from the buyer, are they? It's not difficult to realise that, surely?