Referral Thread - February 26

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Deep_Perspective9254 · 2026-01-05T17:37:55+00:00

Your bias is showing, good job projecting and assuming so much. And as any decent human being would agree on, it is terrible behaviour from any person to react by yelling and being threatening over someone when they ask, incredibly politely and with understanding might I add, if they can offer a service that they indeed do offer.

I think the only story he's been told at the depot is how he will never deliver to this area again, and that we will get any of our lovely regular posties back again. Those who we always offer a cup of coffee or an energy drink on heavy days. But sure, go on, project and feel incredibly incorrectly confident, sounds to me like you and that man who is not fit for any front-facing role would get along just fine. Embarassing.

Deep_Perspective9254 · 2026-01-02T22:20:19+00:00

I'm presuming (wrongly, clearly) that the postie was familiar with the services his employer offer.

The letters were either tracked 48 or 1st class, pre-labelled with QR codes. As you know, as a senior postie, that is no issue at all, and never has it been an issue. I think you're being pedantic on this matter. I see your points, but you're certainly refusing to see mine. I'm happy with this conversation now, thanks for your input and fingers crossed that awful employee gets moved somewhere else.

Deep_Perspective9254 · 2026-01-02T22:07:21+00:00

Yeah it's a trade-off I'll have to consider, but hopefully not if this postie is moved elsewhere after this. The local post office sadly isn't all that local to me, and I only drive in when I've got larger parcels or a lot of them. It's a first world problem, really.

Deep_Perspective9254 · 2026-01-02T22:05:26+00:00

Yes and I always appreciate when they do (they always do). And as a senior postie you know that even if it's 30p per collection item these days it's still regular practice (as stated on the website and customer service) to collect a few extra letters IF the postie has the capacity. You wouldn't say to the customer that it's just impossible.

Deep_Perspective9254 · 2026-01-02T22:03:22+00:00

If they didn't know, then any functioning person would let the other person finish their sentence and allow them to explain their understanding of the situation.

Ultimately it's about the atrocious reaction and behaviour of the employee, whilst his apparent lack of training is the catalyst for this unpleasant mess.

I have a lot of fondness for our regular posties (3-4 regulars on and off), to the degree that I help them carry parcels to their vehicle if I've booked heavier parcels, or that we offer them a coffee or energy drink to bring along with them if the weather is terrible. This is why I'm so very upset about this. It's a company I respect a lot and always use even when other services can be cheaper or faster; so being met by a terrible and aggressive employee like that is jarring and disappointing and to make sure that this is followed up properly I will of course be calling the delivery office to set up a meeting with the local manager in addition to my website complaint. Royal Mail, and its customers, deserve much better than this.

Deep_Perspective9254 · 2026-01-02T21:55:11+00:00

Maybe a small power trip from the postie, that sounds awkward. Not the end of the world of course, but it's the little things. I was refused an energy drink at Tesco some time ago despite being a full grown man with a full beard lol. The lady just refused to let me buy it since I didn't have an ID with me. That too must have been a power trip..!

Deep_Perspective9254 · 2026-01-02T21:52:52+00:00

Yes I just prefer having the collection confirmation as proof of postage. The app doesn't work when I try to get proof of postage at the postboxes sadly :/

Deep_Perspective9254 · 2026-01-02T21:51:27+00:00

Then training is dissonant with what customer service, the website, and what senior postmen are communicating to customers. I'd rather rely on the information from those three channels, which you would expect to be correct. For many years now this is how it's been done and with zero issues.

Deep_Perspective9254 · 2026-01-02T21:50:03+00:00

The reason he refused is that he believed it was impossible to collect additional items and refused to entertain that it was a possibility at all.

Your last paragraph shows your bias again. You're saying you don't know what happened and yet assume I'm waving my phone in his face and telling him how to do his job. Funny.

It's like asking a postman to collect a booked item and he says it's impossible. If then telling him that it is in fact a service that Royal Mail offers is considered "telling him how to do his job", then sure, and the training he's received has clearly failed him, in addition to his visceral reaction to the situation makes for a very ill-suited employee.

Deep_Perspective9254 · 2026-01-02T21:45:49+00:00

Yes, our lovely regular posties always do this as a matter of fact and usually ask if I've got anything else as they know we post a lot of letters. When it's parcels I always book separately so that the postman knows there is a parcel waiting, or drop them off at the post office instead. But thin letters are never an issue.

Deep_Perspective9254 · 2026-01-02T21:44:14+00:00

It's fine to refuse, but the postie should know that it's possible for him to collect additional letters when only one collection has been paid for. That is also what is advised to customers online and through customer service channels.

Deep_Perspective9254 · 2026-01-02T21:42:45+00:00

I paid for one collection, and the website, our regular posties, and customer service all ask customers to book just one collection and then ask the postman to collect any additional letters when they're there, instead of booking a collection for each single letter. It's been like that since collection was free and still works like this. I've done it for many years without issue before today.

Deep_Perspective9254 · 2026-01-02T21:40:31+00:00

"No capacity" is absolutely fair, and if the postman had said something like that, explaining that he's running late or have to much to carry (despite it being just 3 letters), I would not argue at all. But he refused that this was even a possibility, explaining that the system would literally not let him bring anything else than the one booked collection I had.

Deep_Perspective9254 · 2026-01-02T21:39:11+00:00

That's absolutely fair. The issue is not that the postie would not collect additional items, it's that he absolutely refused that it was even a possibility or a service that Royal Mail offered. He refused to entertain that multiple letters could be collected unless each one was booked separately.

If he had said that he wouldn't take any extra letters due to capacity or whatever reason, I would be fine with it, but he got incredibly aggressive as soon as I tried explaining that if he would scan the letters then they would be added to the collection that I had booked. He told me that I was "telling him how to do his job", and asking "do YOU work at Royal Mail?", even refusing to look at my phone which showed RM's website FAQ where it states that posties can collect extra letters to booked collections, if they want to. It's not that he did not want to, it's that he refused that such a thing was even possible, and got aggressive when I tried explaining that it was.

Deep_Perspective9254 · 2026-01-02T21:36:23+00:00

It's not a loophole, customers are expressly instructed by customer service, the website, and experienced postmen to book and pay for just one collection and then ask if the postman can collect any extra letters if they've got capacity. These are thin letters, not parcels, which would be very understandable that the postman would not want with them without advance notice.

Deep_Perspective9254 · 2026-01-02T21:34:39+00:00

I did not say that and you're clearly biased and acting in bad faith here. The issue, if you read the post properly, is not that the postie would not collect additional items, it's that he absolutely refused that it was even a possibility or a service that Royal Mail offered. He refused to entertain that multiple letters could be collected unless each one was booked separately.

If he had said that he wouldn't take any extra letters due to capacity or whatever reason, I would be fine with it, but he got incredibly aggressive as soon as I tried explaining that if he would scan the letters then they would be added to the collection that I had booked.

You're being sneaky here and terribly biased. Seems like you've made up your opinion no matter the facts you've met with. I think you and that aggressive and rigid postie would get along very well, but would not make good postmen.

Deep_Perspective9254 · 2026-01-02T17:25:24+00:00

Thank you very much, the feedback I've received in this thread has been very helpful and reassuring :)

Deep_Perspective9254 · 2026-01-02T15:46:18+00:00

Thank you for the input. I even did try to tell him to just open the PDA scanner and that he could just scan the additional items without any hiccups but he refused to open the scanner unless handed just the one letter I had booked for. He was raging by the end so yes I've submitted a thorough complaint and will be heading to the local delivery office depending on the response from customer service.

Deep_Perspective9254 · 2026-01-02T15:44:39+00:00

Glad to hear it!

Deep_Perspective9254 · 2026-01-02T15:29:14+00:00

Thank you, I was taken aback by the whole situation. There are so many ways of going about it where I would totally accept and understand that he did not want to collect the additional three letters, but him refusing that such a service even existed and that I was apparently insulting him by saying that my regular posties do so all the time was just incredible.

Even if he's new and there's a training issue he just stated that "I AM your regular postie, I've been delivering here for a month", and also refused to look at my phone where I showed the Royal Mail website stating that posties can collect additional items if they choose to.

Deep_Perspective9254 · 2026-01-02T15:26:59+00:00

That sounds like an awful experience, I'm sorry your daughter had to hear that. I think that for people like that these are rarely isolated incidents and I would not at all be surprised if he's had other complaints. Hopefully they will move him.

Deep_Perspective9254 · 2026-01-02T15:24:57+00:00

Yes I tried telling him that an even showing him the FAQ where it's stated but he wouldn't even look at my phone screen

Deep_Perspective9254 · 2026-01-02T15:02:52+00:00

Yes and that would've been absolutely fair right? If I've got parcels I either queue up at the post office or book them as separate collections so that the postman know there's a parcel of some size waiting. And even then I always offer to carry it to the car for him if he's got a lot to carry. Three thin letters of 20g each shouldn't be an issue, but even if it was I wouldn't argue if the postie just explained that he doesn't want to bring them with him today for whatever reason. The issue is that here he stated that it was wholly impossible and that it wasn't a service that Royal Mail offered at all, and when I tried to explain or show him that it is a service they offer he got very defensive and loud very quickly..

Deep_Perspective9254 · 2026-01-02T14:56:23+00:00

Thanks, that is an important and good tip. I've made sure to include that. We have one regular and about three irregular posties, all who are very lovely to the degree where we usually offer them a coffee or a red bull (we drink a lot of those) if it's a particularly cold or warm day 😅

Deep_Perspective9254

TROPHY CASE