Royal Mail Group review: Non collection of parcel as promised - twice!

Parcel 1
Shipment ID:
PM13341393
Collection:
Tomorrow - Parcelforce
Destination Address:
Street Solutions
Street Solutions UK, Unit A6 Cuba,
BURY Bolton Road North, BL0 0NE,
United Kingdom
Status: (updates may be delayed)
Processing
Messages:

Parcel Details
From Address:
THETFORD / IP24 1BX
Purchase Details:
Protected Value: (£39)
£13.25 inc VAT

Invoice #: 11309459
Payment Method: Card
Additional Info:

Parcel 2
Shipment ID:
PM13341387
Collection:
Tomorrow - Parcelforce
Destination Address:
Street Solutions
Street Solutions UK, Unit A6 Cuba,
BURY, BL0 0NE,
United Kingdom
Status: (updates may be delayed)
Booking Confirmed With Courier

Parcel Details
From Address:
THETFORD / IP24 1BX
Purchase Details:
Protected Value: (£39)
£13.25 inc VAT

Invoice #: 11309454
Payment Method: Card
Additional Info:

Parcel 3
Shipment ID:
PM13341379
Collection:
Tomorrow - Parcelforce
Destination Address:
Street Solutions
Street Solutions UK, Unit A6 Cuba,
Bolton Road North, BL0 0NE,
United Kingdom
Status: (updates may be delayed)
Booking Confirmed With Courier

Parcel Details
From Address:
THETFORD / IP24 1BX
Purchase Details:
Protected Value: (£39)
£14.45 inc VAT

Invoice #: 11309449
Payment Method: Card
Additional Info:

Hi SUE WEBBER

As requested, for collection order number CC-W307-145322756, we tried to collect the following items from

19 MONKSGATE
THETFORD
IP241BX

on Thursday 20 August 2026 at 1.14pm.

Unfortunately, we couldn’t collect due to the following reasons:

• HI009778336GB - The parcel wasn't available when we called.

Hi SUE WEBBER

Thank you for your collection request for your parcel order number CC-W307-145175976.

Your collection is due:

Tuesday 18 August 2026* between 10.50am and 1.50pm for the following item(s):
• HI009689242GB

Indeed the parcel was ready for collection, three parcels in fact, but the man hadn’t been told, as I had asked, that one was damaged and a replacement box was needed and he hadn’t been told of the difficulty and worry my husband 93 years old, both, disabled with a blue badge, had endured.
I don’t know who delivered the three very, very heavy parcels on Saturday but in spite of us being there with the front door open, but no attempt was made to call us to the door and when we tried to get out we were completely trapped in by the said parcels piled on top of one another right in front of the front door.
We were both very upset and angry because no way could we begin to move them and we were stuck!
A strong and kindly neighbour was called in to help. One box he struggled to get inside the front door, the second was, with difficulty, dragged away round the corner so we didn’t trip over it and he couldn’t move the third so took it to pieces in order to get the contents one at a time and put them under a bench.
We had reached the end of our tether and simply wanted to get rid of them and get some peace and to give them their due, Amazon were most apologetic and said arrangements would be made to have everything picked up.

delivery man arrived this morning we breathed a huge sigh of relief. But oh dear no, further complications!
The delivery man wasn’t happy to take them, hadn’t brought a box to replace the one we’d had to break open, no 3, and went off, so he said, mto call his manager for further instructions.
That sounded a good idea…..and then we receive the enclosed email , suggesting his failure to pick up the parcels was our fault and we had to do something about it!
Oh no! I am expecting the said manager to either phone or call round and until that happens we are not responsible for doing anything.
You perhaps ought to know that we are to celebrate out 65th wedding anniversary and are already booked up for an interview with a newspaper about our long life together.
If all else fails, I’m sure they would be very interested to let people know what happens to elderly, disabled people when dealing with delivery people.
We have been treated disgracefully from start to finish because of this matter and this would apply to anyone, but for for two disabled people, age 86 and 93, it is a total disgrace!
So please do what you know you have and do not suggest that we have been responsible in any way for the failure to collect and return in most unsatisfactory circumstances.
I wait your response with interest,
Sue Webber