Dale E.

I had been a loyal customer to Bullion By Post for over 12 years, placing 42 orders with them amounting to 10's of thousands of pounds without issue, as my orders always arrived, until one didn't.

This particular order of £1700+ in value, was marked as delivered by Royal Mail Special Delivery with tracking information locating it to 240ft of my address, however, it had been signed for by the postman himself and never arrived at my front door.

When Bullion By Post were immediately informed of this they investigated and decided that as the Postman had marked it delivered and signed for it, there was nothing they could do and told me to report it to the police, which I did.

I obviously was not happy with this conclusion and the suggestion of a private investigator (PI) was made, which I agreed to and welcomed. When this PI contacted me via email, he requested 18 points of very private information (which I had no problem providing) however, the tone of his email was very accusing, full of conjecture and a lack of impartiality. I immediately responded with all of the information, by which point Royal Mail had updated the tracking to show the Parcel was received at Warrington Mail Centre two days after it was reportedly delivered to me. This development was unbelievably, not enough to prove I had not accepted the parcel.

CCTV and various other pieces of evidence was obtained showing that the postman did not attend my address at the time of the tracked delivery, again this was not enough for Bullion By Posting. I spoke directly with the postman, recording the conversation, who stated he does not remember delivering the parcel, nor has any idea what could have happened to it, but did agree that he signed for it on my behalf, again this was not enough for Bullion By Post.

Ultimately the parcel was not located 3 weeks later, even though all evidence pointed toward it being in possession of Royal Mail. Bullion By Post obviously agreed with this conclusion as they eventually refunded my money, but did not offer any apology or compensation for the 3 weeks of stress and severe inconvenience that this caused. The service I have received has been truly appalling.

I have been made to feel like a criminal, accused of defrauding Bullion By Post out of money, despite being loyal a customer for over 12 years spending 10's of thousands of pounds with them. The burden of proof has been on us to prove our innocence, even though all evidence has pointed toward Royal Mail not carrying out the Special Delivery service correctly on behalf of Bullion By Post. I would have been afforded more impartiality in an actual court of law than Bullion By Post and the Private Investigator that they appointed, have displayed over the last three weeks.