Hi everyone, having a bit of a nightmare with TK Maxx and Hermes and would love some advice please as I'm 38+5 weeks pregnant feeling tired and stressed!
On the 30th of May a parcel worth £200 from TK Maxx was marked as "left in porch" by Hermes, however I don't have a porch, there was no card put through the door with any further details etc. I checked with my neighbours who hadn't taken anything in for me (I completely trust them). Fully searched front and back garden, no parcel.
I phoned TK Maxx customer service and they said it would be looked into but not to worry as they'd either arrange a replacement or refund me if the item was not in stock, but that I'd hear in the next 24-48 hours.
A couple of days later I received an email from TK Maxx saying Hermes are saying the parcel had been left by my front door and could I confirm my address, which I did. I then didn't heard anything so emailed again last Friday to chase.
TK Maxx replied today saying that as Hermes have said the package was delivered to my address, the case had been closed?! I sent back an email saying how upset I was at the fact I had not received the parcel and that I've not been kept updated at all into the investigation.
I received a reply saying that TK Maxx are reviewing a photo of my door and now need to deal between what is a dispute between driver and customer... I know it sounds silly but it's making me tearful as this isn't money I've got to spare and I don't know how I go about escalating this claim or with who if it's just accepted that it's been left at my door so that's that.
Any advice would be so appreciated!!
(If it makes any difference, I paid with my Barclays debit card btw).