11/12/2025
This post is in response to Charlotte Hall’s allegation on Parkstone Neighbourhood Group page on Facebook - that her parcel was opened and contents stolen by one of our employees on 05.12.25. Unfortunately this is the first time we have had such a complaint/ situation in our shop and a social media vindication without hard evidence.
Since the admin has not approved or even read my reply to the post since last Friday - I have put it on our page
It is unfortunate that one of our customer has had a negative experience in our shop BUT we value our customers and customer service as well as our reputation in the community more than the contents of an envelope.
1. Since Charlotte has already involved the police, we will be handing over the complete CCTV footage of the parcel / letter sized envelope from accepting it to releasing it to her.
2.For the sake of clarification- this is a busy time of the year with lots of locum staff and agencies involved in the delivery and collection from the post office.
3. We have extra deliveries from Royal Mail during this time of the year and hence, Charlotte was advised accordingly by the staff member.
4. The parcel / flimsy and thin letter sized envelope was delivered which was between larger parcels, which is why the staff was not able to find it in the first instance. At this point initially when multiple parcels were dropped off, I believe the staff member should have checked if there was any tampering to any parcels before accepting it and refused the collection from the driver and secondly when collection was attempted, should have made extra effort to find the envelope.
5. Our first advise would be raise a complaint with Royal Mail who are in a better position to assist and compensate for any issues as they were involved in the process of collecting and delivering and anything could have happened during transit.
6. The above is only to try and help everyone understand the process and the role of the post office counter which only acts as an acceptance counter for sending parcels and collection counter for customers who have ordered their parcels to be collected from our shop. Once collected from our branch we have no control over it and similarly when they are delivered to us, we accept it as they come.
7. Rest assured to anyone who uses our shop/ post office brance we value our customer business and our branding more than the contents of one parcel.
