Dear reader,
You are convinced that your watch was stolen, but Royal Mail has subtly implied that your lackluster packaging may have caused the watch to fall out and get lost within their extensive system.
To further investigate the situation, I requested pictures of the opened package and a video demonstrating how you packaged the watch, as well as showing that it could not have fallen out on its own. You securely placed the watch, wrapped in bubble wrap, inside a cardboard envelope that was sealed with multiple layers of thick tape.
Based on the evidence, it did not appear that the package should have opened by itself. It seemed more likely that deliberate theft had occurred, although we cannot be completely certain about what really happened.
You believe that Royal Mail is deflecting the issue of theft to serve their own purposes, and you may be right. Instead of addressing the theft, they attempted to blame you for incorrectly packaging the watch, which led to its supposed “loss.”
Royal Mail’s complaint was that you used a cardboard envelope to contain the watch, despite their website advising the use of padded envelopes for parcels with unconventional shapes. In this case, it is possible that your wrapped watch could be considered an “odd shape.”
However, the information on their website is merely advisory, and what truly matters are the terms and conditions of the insurance you purchased to protect the watch against loss or theft. According to the policy, it becomes void when the item is not packaged in accordance with the requirements set forth by the relevant schemes under the Postal Services Act.
Their terms and conditions also list several exclusions, with the final one being noncompliance with packaging information published by Royal Mail in either paper or electronic form.
In essence, Royal Mail chose to rely on a vague exclusion in their terms and conditions to avoid compensating you, despite the evidence pointing towards theft within their operation. I found this to be disappointing, but they refused to change their stance even after my intervention.
You presented your case to Royal Mail’s review panel, which can take up to 30 days to reach a decision. While you waited for their response, I communicated with the Post Office where you dropped off the watch, questioning why their staff failed to inform you of any packaging errors when you handed over the parcel.
Finally, the Post Office provided a statement that completely contradicted Royal Mail’s position on the matter. They stated that they had reviewed the video showing the packaging and believed that the item was appropriately packaged and sealed by you. They confirmed that the package was sealed when it left the Post Office and scanned at various stages during its journey with Royal Mail.
The day after I shared this information with Royal Mail, their review panel decided to reimburse you for the full value of the watch, which amounts to £1,850. This was the right decision, but it is unfortunate that it took my involvement and collaboration with the Post Office to reach this resolution.
Royal Mail has now issued an apology and is actively searching for the missing watch. However, if it was indeed stolen, it is highly likely that it is no longer in their possession.
You believed to have spotted the watch up for auction with an online pawnbroker, but after a brief investigation, it turned out not to be yours. Although this irreplaceable heirloom piece cannot be recovered, I hope that you will find a similar item that brings you joy for years to come.
Sincerely, [Your Name]
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