Click And Drop instructions need to be much clearer
The language in the e-mails confirming a Click & Drop postage purchase needs to be made much clearer.
I purchased a Tracked 24 With Signature product, and understood that I couldn't take it to a Post Office counter for drop-off. Option 3 in the e-mail says, "Take your item to a Royal Mail Customer Service Point." - with the last three words being a clickable hyperlink which takes you to a 'services near you' page on the Royal Mail website.
Entering my postcode brings up the address of the Royal Mail counter in a local shop. Because this came up in the search which was linked to directly in the instructions in the e-mail, I assumed that this was an acceptable place to drop it off. Indeed, while the lady at the counter was struggling unsuccessfully to get the parcel into the system, I asked her whether they were actually a "customer service point" and she said yes, they are.
Eventually, it transpired that I needed to go to the counter at my local delivery office to drop the parcel off. So that was an hour wasted.
Some time on the phone with Royal Mail Click & Drop customer support later revealed that, after clicking on the link in the e-mail and entering a postcode to search close to, certain filters have to be applied to the search. This is NOT mentioned anywhere in the e-mail or on the search page, which it absolutely should be.
The instructions as they stand are incomplete and misleading. Option 3 should read something like "Take your item to a Royal Mail Customer Service Point. Click this link and then apply the 'Royal Mail Delivery Office' and 'Drop off prepaid item' filters to find your nearest Customer Service Point".
For a company whose business is communication, I'm afraid the wording of this particular e-mail is a communication failure!