My complaint:
I have a package delivered by Royal Mail to my UK address of myus.com account from pretavoir.co.uk on the13th Sep. 2023. The package is still not logged in my account. I have emailed their customer service on the 18th Sep. and provided the tracking number JB071982125GB along with proof of delivery picture and signature that you can clearly see when you track the package on royalmail.com. I also provided the commercial invoice of my purchase. I got the reply that the package has arrived and they need 1-2 business days to log it in as their policy allows for a maximum of 7 business days to log the parcels. On the 22nd Sep. I still did not see anything in my account so I contacted them on email and whatsapp. They requested the same tracking number and commercial invoice again said that they are backed up and I need to allow another 3 business days to log the package. I got very frustrated and requested that the package gets logged in on the 22nd of Sep as they don’t work on weekends and this is taking way too long. Today the 23rd Sep I receive an email from them asking me for the proof of delivery that includes the address that the package was delivered to.
I don’t control how royal mail displays the tracking information. The proof of delivery picture is there and the signature is there and I have the commercial invoice from pretavoir.co.uk clearly stating the address.
I have lost all trust in this lousy company. I am worried that even if the package gets logged in, I will run through another series of troubles for them to ship it to my Kuwait address.
Please find attached:
Commercial invoice page where tracking number is clearly showed at top of the page. I have more files but it looks like I can attach only 1 file.
Suggested solution:
Log my package and ship it to my Kuwait Address before end of September or refund the full amount of the commercial invoice.
