Can I insist on a refund?

[rageymcrageface]

Ordered £100 worth of goods from a high street store yesterday. Was happy to collect from the store, but the assistant advised they were doing next day delivery for £1.00, so I opted for that.

Received a text last night to say my parcel had been dispatched, and another this morning to advise it would be here between 12.00 -16.00. Received a text at 14.10 telling me parcel had been successfully delivered. News to me! Checked the tracking number and it said it had been delivered and left securely in my porch 13 mins previously. I have no porch, but ran down stairs to check the communal close. Nothing.

After phoning the store twice and eventually getting a call back from their main customer services, they say they have an email from Hermes advising that there is "a first door, then a second door to a little room" which is where they left the parcel.

There is no room. Only locked basements downstairs. I live on the 4th floor of a tenement building with a security door with buzzer entry system. No-one buzzed me and if they buzzed anyone else, why not make their way to my floor as per the name and address? They are now telling me to check with my neighbours and call back in 48hours if I haven't heard anything again from the company in the meantime.

Can I just insist on a refund or is it going to be my word against theirs that the parcel has been delivered? Im so pissed off.

I hate this. Can't tell you how many times this has happened to me too. You should absolutely insist on a refund. Unless you personally signed for it it has not been successfully delivered. Good luck.

I've had things left outside my door before on a main road and it's been taken, I've always got a refund.

You should get a refund. The retailer is responsible for the goods until they physically reach you.

Hermes said they had left something just inside my back garden, no, they had tried to force open my back gate and when they couldn't open it had thrown the parcel several metres inside my garden. Do not trust them at all

Hermes are a joke.

Given that it's Hermes, they probably didn't even attempt delivery. I've had this quite a few times 👎

Okay, that's what I'll be doing then. She said something on the phone which I took to mean the actual courier was possibly going to come and see me/show me where they were?? But I'm not taking a day off for that. I feel like the courier has blatantly lied. No obscure address in the middle of nowhere, no buzz on my door, no "little room" that he speaks of.

Can't believe they actually just leave stuff lying around, without the say so of the recipient. My boss' daughter got shoes delivered once where the guy put them in her wheelie bin, while she was away overnight. The next day was bin day, so that didn't end well.

Knew it was Hermes before they even got mentioned. Any store that uses them isn't really worth your time.

I've had this a few times as we live on a hidden road. I've always gotten a refund without question.

Demand a refund. Hermes have left parcels in my wheelie bin before, or on the front door mat in full view of the whole street. they're shite

Insist on a refund. A couple years back I ordered some clothing from a high street store for my daughter. I checked the tracking and it said it had been delivered to 'door'. I had been home the whole time..no one rung the doorbell and there was nothing outside. I called the store call center who then called the courier. Courier said it was left on my doorstep..didnt they realise that anyone walking past my house could scoop it up within seconds!? Which is what happened! They offered me a full refund or another order sent out to me.

I have had the same problem twice with Hermes. The first time, the parcel was taken to the wrong address. The retailer ( Vertbaudet) took my word for it and sent out a duplicate parcel free of charge. The second time it happened, I got an email saying my parcel had been delivered but there was no parcel and I had been in all day. Again I followed it up with the retailer ( Boden) who said that it had been signed for by someone with an illegible squiggle but they were happy to send out another parcel without charging me. The second parcel arrived the next day. Then a couple of days later the first parcel turned up! No idea where it had been in the meantime. So I sent it back. Hermes mis-deliveries must cost the retailers quite a lot.

I had something similar with Tesco Direct. Tracking said the parcel was delivered, but nothing my end. Turns out the courier had given Tesco the wrong tracking number. Did you check the delivery address they had was correct? But really, not your issue - the retailer/courier should sort this out!

I had this happen with a garden table and chairs which they claimed they delivered yet I was in all day waiting. Tesco (who I ordered with) did give me a full refund though without much hassle.

I can't see why everyone raves about shopping on line. I usually end up having to stay in to wait for delivery, and as I live on the edge of a city, it's less trouble to go shopping in person or occasionaly use click and collect.

Hermes are awful. I have a consierge in my apartment block but it's at the first building and I'm several buildings down. Every time they deliver straight to consierge without checking I'm in and I'm usually in evenings.

I've had this with Hermes with a John Lewis delivery. Email/text claimed it had been delivered, but no parcel and no note through the door saying where it was, plus I was home the entire day with an ill child and just a few metres from the front door all afternoon! I called to question it. JL was great; they contacted Hermes, who told them it was put in the garden. It wasn't. We agreed to leave it a day. They insisted on crediting me £10 for my troubles and said they would send out a new one if it didn't turn up by the next day.
And I went out a couple of hours later for the evening

It was delivered while I was gone to my back garden, and a Hermes note was put through the door this time. On the phone, Hermes tried to claim to JL it had been put under a bench but I didn't see it. We don't have a bench in our garden.

I think the delivery people just lie to meet targets sometimes.

I hate Hermes. They left me a card saying my parcel was in my greenhouse. I don't have a greenhouse!!

Don't know why they don't all do what DPD do and photograph the parcel once it's delivered. So simple. So effective. I've never had any problems with them

Hermes are awful, I'm not surprised. Whenever I get a choice, I opt for Royal Mail Tracked, or DPD.

Yes, insist on a refund!

I rarely shop online. Recently ordered something & it turned into a complete nightmare thanks to Hermes. I waited in all day & got an email update at 7pm to say I'd missed the delivery (Friday night, no note through the door). They must be the worst delivery company in the country. I made several complaints. Never order from anyone who delivers with Hermes.

I would just like to say that my Hermes lady is lovely. She does all the catalogues and deliveries round my way, she'll text me if she's left it in my porch and I can text her anytime. I know a lot of them are awful but mines lovely.

My Hermes delivery man is great too.
My street is closed to vehicles between 10am and 7pm but Hermes and yodel always deliver to my door no matter what time of day.

Amazon couriers are awful though. I had one deliver my order to a shop three streets away once.

Just remembered my brother was delivering for Hermes last year for a while! I wonder if he was crap and this is courier karma?

Had problems with Yodel before for Mothers Day. DPD are excellent though.

As predicted, didn't hear back from this retailer until I called them again today. I'm now required to fill in a form and return it to them before they will look into refunding me, so I'm £100 down the week before school goes back, and still without the school trainers I ordered. I'm fit to burst!