Hi,
I don't post often because I've never really felt the need, but I am in a brand new situation and unsure what to do next.
I'll supply some background context and then explain the issue as I go along.
This all started when a buyer from Jersey made a purchase.
The "Simple Postage" system was unable to comprehend shipping to Jersey. I thought nothing of just going to Royal Mail's website and ordering my postage there. This turned out to be a mistake. A big mistake.
I went back to the order to try to add the tracking number but noticed there was no option to add it, so I contacted customer services.
My first advisor sent me a link that they assured me would take me to the order details page where I would be able to add tracking, but this just brought me to the page I initially expected to find the "add tracking" option on but could not. Sure enough, the option was not there, which I explained to the advisor.
The advisor then told me to "mark the item as dispatched," but of course, this option also does not exist anymore (it used to; both options used to!).
I explained this, and they told me to contact them 2 days after the item had delivered, and they could check the tracking manually and release the funds.
I waited two days after the item had delivered and contacted my second advisor.
My second advisor said, "Please wait while I read the rest of the conversation," which they clearly didn't do, as they started asking the elementary questions again. I explained the situation, and they told me to try to buy the postage again, but it still didn't work. I explained that this was the whole basis for contacting customer services in the first place, so they told me they would "pass it to a higher back office team" and to contact them on Wednesday.
I spoke to my third advisor on Wednesday. We went back through the entire problem again, as well as the standard elementary questions, and they sent me another link to add tracking, which obviously didn't work.
This advisor told me they needed to transfer me to a more technical advisor.
The technical advisor did not read anything, so we went back through the details again, and they told me to buy the postage. I entertained the notion as a dog and pony show, and to my surprise, it now worked. But now I was on the hook for yet another postage fee—the advisor assured me I would be refunded.
Sure enough, once the postage label had been generated, the option to add tracking was magically back on the order details page, so I followed the advisor's advice to add my original tracking number (from RM direct) to the order. It appeared as "delivered" immediately and now showed that I was, at last, going to be paid. At last!
The next part was insane.
After the chat had ended, I received the "how did we do?" email, and I was still livid from the whole experience. So naturally, I supplied a 1-star review. This was my second mistake.
About an hour later, I casually logged in to check on other orders, and I noticed that the problematic order was no longer "Delivered" but now back in "Postage Overdue"—**bleep**? I thought. I went back into the order details page to try to add the tracking again, but it wanted me to buy postage AGAIN. I entertained it, but once I clicked the button, it displayed the postage QR code I had bought earlier that day, and when I tried to add my ex-Post tracking number, it said it had already been used!
Another order (my only other "waiting to be delivered" order) was now showing as "Delivered." What??
As it transpired, the advisor who obviously received the 1-star review (the last guy I talked to) had accessed my account again after the chat had ended and deliberately reallocated the tracking number to the only other open order.
As it stands now:
1. One order is postage overdue, but funds will automatically release on the 23rd.
2. The other order? Banjaxed, mate!
It shows:
- Paid: 14th April
- Dispatched: 16th April
- Delivered: 14th April (the date the broken Jersey order got delivered)
What's more, _that_ order has no release date for funds due to the unique way the advisor has messed with it.
...what are my options here?
I have already submitted a complaint and had no response (not even a "we have your message and will respond at some point" acknowledgment).
Am I just rekt?
The "delivered in the past" order is only worth 40 quid, and it's not a big deal financially, but the fact that the guy can just go back in and mess around, that's a big deal to me.
