Hi, I'm Vikkie and welcome to my Post Office rant. For those who don't know me, I'm a full time ebay business seller, but also take great solace in offering frugal fashion & interior tips as a hobby in my blog and YouTube Channel. I also have a Healthy Food Channel too.
My business predominantly sells unique vintage and preowned clothing and with most online retailers, the backbone to the service you offer is delivering your sold goods. I generally prefer to use Royal Mail as it's more accessible, I don't need print off labels and can pop in to one of many Post Offices up and down the country to pay and leave. However, since I set up in 2012, I've discovered it's not been as straightforward as I hoped regarding parcel sizes and have been looking for clarity ever since. I've finally got my answer from Royal Mail's head office, but it doesn't seem to be understood by all branches nationwide.
In 2013, the guidelines for what was classified as a Large Letter and Small Parcel changed to the following in order to check their thickness (note, dimensions are here):
"...the item of mail must be able to go through the slot of the template by pushing it through with your fingertips and then pulling it through from the other side."
However, I find entering an unfamiliar Post Office is a very sticky experience as sometimes it comes at a price more than I bargained for, all stemming from the method in which one checks your parcel. Others have even eyed up a packet without checking properly and it's all down to the staff's discretion, so I've been told.
I have my own template at home to help me charge postage appropriately; if it doesn't fit through the 25mm slot (typically costing around £1.51), then I must charge the customer £2.80 as a Small Parcel. I also like to carry a letter with me from their head office stating the rules as some workers are still adamant that a parcel needs to drop through on its own accord. Unfortunately, I recently misplaced my letter and had to ring up for a new one (which by the way is now laminated with several copies).
But now it's 2016 and I am still experiencing the same problems on a rule that only seems to be word of mouth. You won't find an answer on google, or on their website and even if you call head offices of either Post Office and Royal Mail as I did last week, both have conflicting ideas. But I'm not just moaning for the sake of a £1.29 loss; if I were to lose out on every Large Letter being upgraded, I could potentially lose up to £1677 a year. That's the equivalent of 25 packages for 52 weeks and it becomes no laughing matter when you're small time. It'd be bad business sense if I sat back and let it happen.
I've even asked people on money saving Facebook groups and I am in no way the only one (see people's comments below). So I'm then left with some lingering questions: Why is charging people differently still happening? And why should they insist that prices go up each year at the end of March?
It's vital that all online retailers know where they stand to pass on the correct service charge as part of the transaction. And in 2014 when UK Distant Selling Regulations came in to action, sellers had the added expense of being legally required to issue a full refund including the original shipping if someone changed their mind and wanted to return something. Also, if you price your shipping too high, it may be a deal breaker or even effect an ebayer's star rating.
But if you contest someone trying to charge you for a Small Parcel because they won't attempt to pull it through the template slot, it's very easy to look like a "moaning member of the general public". Surely if there's reoccurring discrepancies, then this could be fixed by training all staff accordingly? Nevertheless, I now find it much easier to drive out of my way to a reliable Post Office because I need business to be uncomplicated and profitable.
And the most common reason I've felt pressured to upgrade is the fear of a recipient possibly getting penalised for insufficient stamps, which can be extremely uncomfortable when there's a queue behind me. However, I've only ever had one incident when I've had to compensate someone and that was because the stamp had completely peeled off.
Now we're in March 2016, I've had to make different Post Office my regular as my closest one had shut for good. The new member of staff insisted that because she had to pull my Large Letter (which I saw fed through with ease), needed to go as a Small Parcel. This resulted in me asking for it back and unprepared to hand over the other 10 I had in my sack and drove on further out of my way in the start of snow with my blood boiling. Once I parked up, I immediately filmed myself venting on my camera phone for my frugal YouTube Channel here and hopefully can put this problem to bed forever:
[youtube https://www.youtube.com/watch?v=HylEcfeLn3M]
Here is my more recent letter I received on Saturday 5th March for which I am truly thankful for their cooperation. Yes, I could take my business elsewhere but would much rather attempt to resolve the confusion as I find Royal Mail service generally more consistent and reliable than others.
If you've had similar experiences or also feel strongly about it, I would appreciate it if you could leave me a comment below and share this post with anyone it may help. I just hope I never have to face this awkwardness again.
janet gatley
I am sick of certain Post Office staff, those bloody badge worth people, I have a Post office template and I send up to 50 parcels a week at least so I know what goes through the slot yet it's always a battle at my local, if it does not drop thru then its a small parcel and yes I can pay out over £1 extra on a parcel which is not necessary. I dont try and push what I know does not go thru. I then get the lecture 'well if it gets stuck in the machine you will get charged' I have sent 1000's of parcels each year since this new ruling has come in and it drives me mad. I got an email from Post Office head office once regarding them pulling the parcel thru gentrly and I challenged the staffand showed them the email but they did not want to look at it, told me it was just something I had printed off Google. Now they don't speak to me at the Post Office so its always an awkward silence when being served but why should I drive to another Post Office when I have to go every day, dont they want the business!! Sorry rant over it does make my blood boil.
Tastefully Vikkie
Janet, I completely feel your anger. It's appauling. If it helps, I spoke to someone called George at Royal Mail who rang the most recent branch in question on my behalf. It's absolutely outrageous that they haven't listened to you.
I've contacted several newspapers this week but sadly not heard anything to day so hopefully we can make a change.
And please let me know how you get on. Sounds like I should be avoiding your post office! x
Alex
Guys! The solution is to get an OBA (online business account) with RM and use the online Click and Drop. YOu just print off your own labels (and choose which service and category yourself) put it all into a huge sack (that they give you), and drop them off. No fussing around at the till, waiting for each one to get scanned etc, and most of all non of the inconsistent staff issues.
Robert Hodgson
Vikkie, I have 2 internet businesses using RM. As I said on your youtube channel your next step is to get a RM Business Account and look into a free Business Collection Service. Also seriously consider using just Tracked 24 and Tracked 48 only. If you have a minimum of a few thousand a year then the Business Collection service is free and the postman comes to you. (You do not have to be in I just have a large green box in front of the house). I feel your Royal Mail pain because I was doing EXACTLY what you are doing now a few years ago. You will get cheaper rates, I pay under a fiver for a tracked service. Your products can probably justify that price. Also with tracked you know where your goods are until they accept delivery. No denial-of-reciept by customers. Also you will find Click and Drop better for your business sanity although you will need to get a Zebra Label printer. Best wishes Rob
Micheala Maas
Im so glad I found this blog, I thought it was just me that had major anxiety when having to take large letters to the post office. It really seems like post office staff enjoy being rude. I sell a few unwanted items for less than the postage mostly so paying extra is not on. Thank you again for bringing this to people’s attention.
Micheala Maas
Im so glad I found this blog, I thought it was just me that had major anxiety when having to take large letters to the post office. It really seems like post office staff enjoy being rude. I sell a few unwanted items for less than the postage mostly so paying extra is not on. Thank you again for bringing this to people’s attention.
Micheala Maas
Im so glad I found this blog, I thought it was just me that had major anxiety when having to take large letters to the post office. It really seems like post office staff enjoy being rude. I sell a few unwanted items for less than the postage mostly so paying extra is not on. Thank you again for bringing this to people’s attention.
Jen
I go to the same post office to return items bought online e.g Everything 5Pounds. There is often the odd item I don't like, so I return it. One day to return two t shirts would be 1.75 (large letter), and the next time two t shirts would be classed as small parcel costing me a whopping £3.00; which is silly seeing as the tops only cost £5 each. It seems it depends who you get at the post office. I want to argue my case that it's obviously a large letter because of size and weight, but I'm too nice and there's a queue and all that, but I hate myself after.
Vikkie Lee
I'm wondering if it's the same blonde woman who I sometimes have issues with? I once went in with a small carrier bag of parcels - maybe 10, maximum and is was 5:10pm. She had a right go at me saying she wasn't going to process them because it was close to closing time. I said, "What? You close in 20 minutes!".. what an absolute joke. Some people turn so rude when they offer a service that the public need. She ended up serving me and it took about 5 minutes lol.
Another time, I was without a car and our local village was without a post office for a few months. So I'd walk 3 miles to get there with my dog and I'd get there at a similar time. A member of staff was bout to have a go at me for walking in so late, but I must've shown signals I was about to flip so they shut up quickly haha. I think they start making their own rules up when people don't put them straight after a while.
Micheala Maas
Im so glad I found this blog, I thought it was just me that had major anxiety when having to take large letters to the post office. It really seems like post office staff enjoy being rude. I sell a few unwanted items for less than the postage mostly so paying extra is not on. Thank you again for bringing this to people’s attention.
Greg Hayes
How do I get a copy of your Royal Mail letter?
regards
Greg Hayes
jean mcculloch
So pleased to find this. We are setting up a small business selling a single product which is 22.5mm deep to be posted inside a thin card envelope (Card less than 1 mm thick either side) I have now been to 6 different post offices and have been told at 3 it is large letter and 3 that it has to so small parcel as they claim it doesn't go through the gauge with ease, but it does go through it without any force! The difference in cost is £2.60 first class which makes a huge difference to our profit. I phoned Royal mail business but they are still to get back to me. We don't want customers to be charged for underpayment. Not sure what to do about this!? Glad i am not alone
Ruth
I have just had a grandchild and of course I have been sending several items through the post, mainly knitted garments. At the beginning of Jan I sent a pack of 3 short-sleeved bodysuit/vests. I measure and weigh the items at home. I had other items for the baby but as they are larger I will keep them till we visit. The 3 vests made a slim enough, small enough, light enough package to be sent as LARGE LETTER. I paid for postage online, printed label & my husband walked the LARGE LETTER to our nearest post office.
Ten days later - no sign of delivery & then daughter received a card saying that she had to pay "insufficient postage fine: of £3.50 and pick item up from delivery/sorting office. I AM FUMING!!!!! Not only has she had to pay to receive a present but it has taken away the surprise element because I kept on asking her if she had received a package.
I told her to play the "new card" and even turn on the tears!!!!.
She said: "they told me I had to pay because it was a small packer and NOT a large letter".
The only thing I can imagine is that the package was shaken around so much that, instead of remaining flat, the little vests were shaken into a lump at one end of the package. Grrrrrrrrrrrrrr.
I was so with you in your YouTube rant.
This has put me off sending "little presents" to anyone. Such a shame as we all need some unexpected "you are loved" joy in our lives.
I can only imagine how frustrating this is in a business situation.
Ruth
correction to above:
"play the new mum card", not "play the new card".
louise earsman
Hi there
I know this is an oldish post but I too am experiencing difficulties with this. My “parcels” fall just within25mm but they still don’t fall through the template at the post office but could easily be pushed through. I feel like taking a ruler and ask to measure their template!😉. Now small parcels - as you will know are £2.99 which I take the hit for so is really annoying and costly for me.
Kate
I realise this was posted quite a while ago, but I'm hoping someone will see this as I think Im being shafted here!I have just posted something that was less than the correct dimensions for a letter (24x16.5x0.5cm) I made sure to measure this before I went to the post office. This should have been 75p as indicated on the Post Office website, however I was told it was a large letter and would be £1.55. I questioned this and he showed me trying to put it through the template they use. However I SWEAR that this template was not correct, you couldnt have fit a nats fart through that hole! Am I right in thinking that this is not right!! Thanks, Kate (new small business owner)
Judy Woods
You are correct . RM own Website states you must pull or push with reasonable force . The business of straddling a larger envelope across the gap so wont drop thru is a sorry excuse . The main issue here is the Training and bias set in y Post Office Training Staff. Post Offices are risk averse and are fined by RM if they breach sizing limits . Invariably contents settle and bubble wrap can make an item slow to pass through auto sorters. All Letter Mail is generally sorted on an Auto Sorter via Post Code , ( tip always make sure that the full post code is pronted and you dont in advertingly chop the last letter as the autos sytem takes the item out of the loop) If its not auto sorted as for example if contents settle then it should be manually sorted . I know some City Post Offices advised the public to use the guide on the side bench and avoid taking it over the counter the laughable thing at the major PO was that the Guide was Cardboard and so worn you could pass a small horse through it, in summary PO Counters will cover their own back on fines and RM are on a roll trying to upsell a Second RM II to a small parcel . RM and their Contractor have a statutory obligation to take the Kings Mail subject to it being within the dimension - My advice Video the thing on the phone passing through with a reasonable push and pull and Complain if everyone does en masse then a lesson is learned . It would make an interesting legal test case on what is reasonable as the act of moving a object with a reasonable force through a distance is defined as work and both RM and their sub-contractor are paid to do exactly that . In the worst case scenario removing the bubble interior from the envelope will likely allow it to pass through . RM doent seem to realise they will loose more on damaged itemsas a result of the petty change of reducing the size limit from 3 cm to 3.5 cm so they could achieve proce banding and claiming at one point the size of a domestic letter box was in fact 3 cm