Unable To Receive Roman Emails

[lilyflower]

Hello! 🙂

I haven't received any emails from the clothes shop Roman since January 2025. With the recent success of getting Quidco emails unblocked after 5+ Years, I thought I'd try to get Roman emails unblocked next. 😁

To speed things up I'll try to preempt answers to as many of your normal questions as I can: 😉

• I use both a Mail Client and Webmail.

• I regularly check my Junk Folder in my Mail Client and my Spam Folder in Webmail and have never found anything from Roman in them.

• I've made sure that nothing in my Blocklist or Filters could be blocking anything from Roman.

• I am able to access my Internet.

• I do not have active monitoring which is solely dependent on my Broadband or Telephone line.

• I'm using a Personal Computer running MacOS Catalina.

• My Email Address is in my Personal Information Private Notes.

• Roman emails used to come from donotreply@mailgun.romanoriginals.co.uk, but I don't know how up to date that is.

• I have contacted Roman to ask if their system's reporting any problems with my Email Address, such as rejections or bounebacks, and to ask if that is still the Email Address above they send emails from, and the response I got (Which I can quote exactly) was "I am sorry this is not something I can answer".

Thank you for reading. 😊

[Philile-TT]

You are most welcome, enjoy the rest of your day. 

[lilyflower]

Understood, @Philile-TT! Again, thank you so much for your help! 😊

In appreciation I will now leave you alone so that you can spread your wings and go on to fix everyone else's problems today. 😉

[Philile-TT]

@lilyflower no worries, I cannot confirm if they will call or not and also, I cannot confirm the specific date time. Please allow advised time frame. 

[lilyflower]

Thank you so much, @Philile-TT! 😊

I'm sorry to've been "a bit" pushy but I know that if I couldn't have gotten this far I would've driven myself mad because I know I wouldn't have come back to it for ages. 😅

Any idea if I'll get a Call or a Text and what the number might be? 🤔

[Philile-TT]

We will now pass this to a case manager who will complete further diagnostics to fix your email issue and we will contact you on your preferred number in the next 3 working days (not including Saturday and Sunday).

[lilyflower]

Ah! Did you mean my actual TalkTalk account? If so, the Mobile Number registered on my account (Ending 415) is still correct. 😅

[Philile-TT]

I need your mobile number, please confirm the last 3 digits so that I can check if it the same one that is registered on account.

[lilyflower]

The problem there is that I probably wouldn't answer because I won't recognise the number. But my Home Phone Number's in my Personal Information or do you need a Mobile Number? 😅

[Philile-TT]

Do you have a mobile number you can provide us so we can contact you if needed? Can I use the number that is registered on the account? (Please do not write the number on the public thread) if it is different please send a private message. 

[lilyflower]

I'm using the latest version of Firefox. 😊

[Philile-TT]

Can you tell me which browser or web browser that you're using?

[lilyflower]

But the point remains that I couldn't contact (And hadn't contacted for years) Quidco for the same checks to know which side had the problem and it wasn't an obstacle to case escalation. I don't know how the case management team work, but surely it can't be a coincidence that my and the other customer's problem with Quidco was resolved around the same time. It's like a more general block was resolved. 🤔

And to your question, the last Order Confirmation Email I received is from the 5th of January 2025. Going into my account I can see that my next order was on the 20th of March 2025 (There're no times in my account but it must've been in the afternoon) so that's when I first would've noticed the blockage. ☹️

[Philile-TT]

@lilyflower Can you provide the date and time when this issue first occurred? Since you have mentioned this have been happening from January 2025 do you remember which date it was around, you do not need to give the accurate date.

[Philile-TT]

@lilyflower checks are conducted before issue is escalated to the case management team and also if you do refer to that thread a customer that had the same issue confirmed they had the same problem however it resolved on its own checks were not completed. In this case we will not know whether it a problem on their end or our end, skipping questions may lead to a dead end also on the checks hence I suggested basic trouble shooting first. What worked with Quidco may not work with Roman. 

[lilyflower]

But if you look at Message 37 of my Unable To Receive Quidco Emails Topic, I wrote that I couldn't contact Quidco (Except for years ago) to ask the same questions and that didn't stop @Thabile-TT from escalating to the case management team so why is this different? 🤔

I didn't want to make this more complicated but I can receive emails from Roman's Customer Service address, (customerservice@roman.co.uk) it's their Order Confirmation, Dispatch & Returns address (donotreply@mailgun.romanoriginals.co.uk) that I don't receive anything from. I can't make them send me an email from donotreply@mailgun.romanoriginals.co.uk because an email from that address is only generated when I buy or return something. Their Customer Service don't have access to any information regarding whether or not emails from donotreply@mailgun.romanoriginals.co.uk are being sent successfully and seem completely incapable of getting it. 🙄

Can we not just assume that TalkTalk are blocking donotreply@mailgun.romanoriginals.co.uk as was the case with Quidco so that this can be escalated to the case management team as well? Because that worked brilliantly last time. ☹️

[Philile-TT]

@lilyflower that is an issue because we will not know if the problem is on their side and the checks require you to answer questions based on the answers they would have given you after you ask them about the issue. 

These are some of the questions that need to be answered based on their findings: 

• I want you to speak to the email sender and confirm if they were able to send the email successfully or are they seeing error message when sending it. Is the email sent successfully by the sender? 
• Ask the sender to check the sent item folder if their email and confirm email being sent is available?

[lilyflower]

Besides thanking me for getting in touch and advising me to use a different Email Address, the entirety of their response was "I am sorry this is not something I can answer". ☹️

[Philile-TT]

@lilyflower did roman confirm that the emails are marked as sent on their side? 

[Philile-TT]

No worries. 

[lilyflower]

Can we go straight to running checks please, @Philile-TT? ☹️

I don't get to come to the forum often and, like my Unable To Receive Quidco Emails Topic, I'd like to get as much done as I can while I'm here. 😊

Plus I did try safelisting every address I could find for Quidco and that did nothing for 5+ Years because emails were being blocked before they were getting to my account so there was nothing to safelist. 😢