We are saddened to receive such a review. In this particular instance the root of the problem is that your non-secure external post box was not notified to Royal Mail. To clarify, during these unprecedented times, your usual post-person may be off sick or self isolating and other postpeople will be utilised so Royal Mail can continue to offer a postal service to the nation. As you can appreciate, the replacement post-person cannot be expected when and when not to use a household's external postbox, especially given that during these times of social distancing, their use would be encouraged.
To update on this case, Royal Mail have re-confirmed delivery as per the tracking information given to you but have, as you are aware, opened a full investigation into your claim. We will continue to work with Royal Mail to bring this to a conclusion and will of course be contacting you with updates so as to continue to give you the professional customer service each and every valued customer of ours receives.
Once again, we are saddened that you feel your experience has been a negative one; we fully aim to see this case through with Royal Mail to bring it to a conclusion. Our many other reviews from satisfied customers are a testament to our commitment as a company to a high level of customer service that we give to all customers both before and after purchase.
