I will try to keep this brief. I purchased a top from ebay. The seller used Hermes to deliver. I never received the item. The tracking info stated that the item was left in my porch when I was out. I NEVER leave my porch unlocked, we have had several break - ins. There is no way it was open.
The seller was helpful at first and they became abusive and called me a fraud, refused to refund me. I then had to contact Hermes which is not easy as their website only allows contact from their customers and I am not a customer, the seller is. I finally managed to get hold of someone who gave me the phone number of the courier. After a conversation with her she said she would retrace her steps and get back to me. Later that day she called me back to apologise and tell me that she had left the parcel at 34, I live at 43.
She went back there to see if they had it and they had no idea what she was talking about. Given the crime rate on this noisy busy road and the fact that the package was apparently left in an unlocked porch they may well be telling the truth, but either way, the parcel is lost and she admitted it.
I then called Hermes to ask if they could change the tracking info to reflect this because the seller was going to use this in a paypal dispute to back her claim that I did receive the item. They said no, they could not change it.
They then emailed me this:
Dear Fiona XXXX
Good Afternoon
As per your enquiry I would like to take this opportunity to apologise for the way the courier delivered your parcel, I have contacted the courier and they had advise me that the parcel was actually delivered to an incorrect address and not your address.
I would like to advise you that if you contact the shipper of the goods as we hold the contract with them and we have sent a claim form out to them.
Again I would like to apologise and advise you that I have contacted the courier’s manager and an internal investigation will happen and the courier has been made aware of delivery items correctly.
Regards
Danny C
MyHermes Customer Service
0871 246 1583
www.myhermes.co.uk
[email protected]
Hermes, a trading name of Parcelnet Ltd, Registered in England & Wales no. 3900782.
Registered office: Capitol House, 1 Capitol Close, Morley Leeds LS27 0WH.
This e-mail (which includes any files/attachments transmitted with it) is confidential. It is intended soley for the use of individual to whom it is addressed. Any views presented are soley those of the author and do not necessarily represent those of Hermes.
I have started a dispute with paypal and the seller is so far non responsive. It would appear as things stand right now that she can claim back the costs of the package and shipping and still not give me a refund because of this tracking number and Hermes refusing to update the info.
I have copied and pasted the email that Hermes sent onto the dispute but I am worried that this may not be enough and they will find in her favour.
Any insight / advice?
Its not a large enough amount to take court action before anyone suggest that, but there is a major flaw in the Hermes system if this can be allowed to happen, she is basically committing fraud and their system is allowing her to do so.
The seller was helpful at first and they became abusive and called me a fraud, refused to refund me. I then had to contact Hermes which is not easy as their website only allows contact from their customers and I am not a customer, the seller is. I finally managed to get hold of someone who gave me the phone number of the courier. After a conversation with her she said she would retrace her steps and get back to me. Later that day she called me back to apologise and tell me that she had left the parcel at 34, I live at 43.
She went back there to see if they had it and they had no idea what she was talking about. Given the crime rate on this noisy busy road and the fact that the package was apparently left in an unlocked porch they may well be telling the truth, but either way, the parcel is lost and she admitted it.
I then called Hermes to ask if they could change the tracking info to reflect this because the seller was going to use this in a paypal dispute to back her claim that I did receive the item. They said no, they could not change it.
They then emailed me this:
Dear Fiona XXXX
Good Afternoon
As per your enquiry I would like to take this opportunity to apologise for the way the courier delivered your parcel, I have contacted the courier and they had advise me that the parcel was actually delivered to an incorrect address and not your address.
I would like to advise you that if you contact the shipper of the goods as we hold the contract with them and we have sent a claim form out to them.
Again I would like to apologise and advise you that I have contacted the courier’s manager and an internal investigation will happen and the courier has been made aware of delivery items correctly.
Regards
Danny C
MyHermes Customer Service
0871 246 1583
www.myhermes.co.uk
[email protected]
Hermes, a trading name of Parcelnet Ltd, Registered in England & Wales no. 3900782.
Registered office: Capitol House, 1 Capitol Close, Morley Leeds LS27 0WH.
This e-mail (which includes any files/attachments transmitted with it) is confidential. It is intended soley for the use of individual to whom it is addressed. Any views presented are soley those of the author and do not necessarily represent those of Hermes.
I have started a dispute with paypal and the seller is so far non responsive. It would appear as things stand right now that she can claim back the costs of the package and shipping and still not give me a refund because of this tracking number and Hermes refusing to update the info.
I have copied and pasted the email that Hermes sent onto the dispute but I am worried that this may not be enough and they will find in her favour.
Any insight / advice?
Its not a large enough amount to take court action before anyone suggest that, but there is a major flaw in the Hermes system if this can be allowed to happen, she is basically committing fraud and their system is allowing her to do so.
