Beauty Bay, Hermes. Missing parcel and the Rage.

[TubbyMonkeh]

30th July I ordered £150+ make up from beauty bay, next day delivery with gift money.

Following day I had to go out for 45 mins, leaving my 13 year old in the house with strict instructions not to answer the door to anyone. I figured if parcel comes it will be redelivered the next day, no big deal

Whilst I was out I get an email saying 'your parcel has been delivered'

I assume a neighbour has taken it in. But then I see it says signed by recipient (my name) and a signiture attached.

I look and it is not my signature

I think maybe he left it in bin etc...

I get home and DS confirms someone did knock but he didn't answer as instructed and they just left.

I check all the bins. No parcel. (Hermes have left them in there before)

Ask neighbours. Nope.

Check delivery email and it says delivered to MY address.

I contact Hermes who tell me to contact Beauty bay, who say they have to investigate.

I give them all the information and they say they hope to hear from hermes withing 48 hours.

It's been 2 WEEKS.

2 weeks of emailing them, with the reply 'we are waiting for Hermes to conduct their investigation.'

He didn't deliver it here. He FORGED a signiture.

I even sent them the signiture on my passport to show them it's nothing like mine.

I think either the delivery man has stolen it or he has signed for it and left it somewhere and it's been nicked by a passerby. I live in a shitty area with a high crime rate and have hermes leave parcels out in the open before so I wouldnt put it passed them.

Neither of which the courier is going to admit to is he?!

So what happens if he says he delivered it? When he didn't?

I'm not rolling over and losing all that money.

I feel so stressed out.

I will NEVER use beauty bay again.

Do I have any rights here? What should I do?

Sorry my AIBU is, AIBU to email them and tell them I want a refund? I don't even want to deal with them sending replacements out and run the risk of it getting lost again, plus I don't even really want to give them my money anymore. I'd rather shop elsewhere.

.

Do you have twitter? Tweet both Hermes and beauty bay publicly - say you think the driver forged your signature. I find I get a much quicker response from companies by going through social media. Alternatively Facebook or Instagram works

I work in customer service and deal with this sort of thing daily. Make it public - tweet them, Facebook message, discuss the issue with other customers who have reported similar problems. What they will need to do is get proof of your signature so that it can be proven that the one that Hermes have is a forgery, they will then be able to issue a replacement/refund. Unfortunately BB won’t be able to act until they’ve had an answer from Hermes.

Hermes are the worst. I lost a £40 item and the £6 I paid for delivery and they just said they’d lost my parcel ‘in their warehouse’

I said how big is this place, fucking Hogwarts?
They didn’t give a toss. I think it was stolen by the courier or at the warehouse.

I don’t know that you’ll have any luck tweeting Hermes Tbh. They are shocking- and it certainly didn’t do me any good with a missing parcel worth 1k or so.....

I've already sent them a photo of my signature on my passport.

I do have twitter, I will try tweeting them.

Life . What happened in the end?

OP, I have hadthisand Hermesare truly shocking. They keep you waiting on the chat helpline through hundreds of people, then disconnect you or just refer you to the seller. I had the same with some trainers I ordered for DS. In the end the shop refunded me, even though it was Hermes who “lost” the package, but it took a month of being fobbed off. I think Hermes should be banned. They have the worst customer service I’ve ever come across, and that’s saying something. But yes, take to Twitter. Good luck.

i would pursue it with Beauty Bay. That's who you bought the goods from and its their courier that has failed to deliver them.

Email or call them but be clear what you want. Do you want a refund or your order to be re-sent? Tell them what you want and set a deadline by end of next week for them to resolve this.

Did you pay by credit card or debit card? You could instigate a charge back (if debit card) or CCA claim (if credit card) for your goods not arriving. Paypal also offers protection if you used that payment method.

No need to get stressed, just clearly communicate what you want them to do and stick to it. It may take a few phone calls or emails but it will get resolved.

I actually paid via klarna (interest free split payments x3) with debit card.
I don't want this to drag on so much that the 2nd installment is taken for items I never received!

I've emailed them saying I want a refund. And tweeted.

It's awful I do feel for you.

How did you pay? I haven't got a credit card but try to pay with Paypal wherever poss - if you did you could contact them too?

I would ignore Hermes altogether - your contract is with BB - they haven't got the goods to you they need to sort it.

Agree, stop chasing this with Hermes. It's just doing BB's job for them.

You have an agreement with Beauty bay, not with Hermes. Therefore, it's Beauty bay that must address this.

Phone, be form. Explain what they need to do (refund or replace) and stick to it. Keep bringing it back to the simple facts:

1. You paid for goods
2. You have not received those goods

You absolutely have rights. See here:

www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

The pertinent parts are...

If you bought something from a business to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you.

If the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility.

If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery.

It's a bit bonkers not to let a 13 year old open the door.

Twitter is good for getting a fast answer though.

You’re not Hermes’ customer, BB is... how they sort it out with them is not your problem, you are BB’s customer and they haven’t delivered.

But also - your 13 yr isn’t allowed to answer the door?...

Calliope we've had robberies here lately with people posing as gasmen and housing association workers, forcing their way into people's houses.

So no. It's not bonkers.

I'm not risking my sons safety over a parcel that should have just been redelivered.

An elderly woman had her jewellery ripped from her fingers on her doorstep a street down from me after answering the door to a 'council surveyor' so it's not safe for kids to be answering the door.

I haven't been contacting hermes.

I've been contacting beatybay. Who say they have to wait for the outcome of hermes investigation.

“Who say they have to wait for the outcome of hermes investigation.”

But they don’t have to, they’re choosing to... that’s what I mean by it’s not your problem. Just keep that in mind when you’re contacting them.

Btw, I’ve worked for Hermes - their investigation is phoning the courier to ask what happened to the parcel. It doesn’t take 2 weeks.

OK. I will put together an email with info from here. Thanks

It turned up in the end..... but it was 3 days of intensive chasing and a LOT of aggro before it did. They kept saying they knew where it was...... the whole story is too long and painful to even repeat, but suffice to say, I would avoid anyone using Hermes as a result..... unfortunately you don’t always know it’s Hermes they are using until it’s too late! Hope you manage to get it sorted.

Hermes "lost" my order from Beauty Bay last Christmas. Ordered a present, supposedly next day delivery, 2 weeks later we were still waiting for Hermes to look for it before Beauty Bay finally agreed to refund me. Won't use either of the companies again.

Hope you resolve this op.

Hermes lost my parcel for 3 weeks, then said it had been delivered to the collection point and that I'd signed for it...I hadn't as it had never arrived. When we finally got up the bottom of it ( my friend had sent me a dress as a gift) they told her I was lying and that it had been delivered, but we both asked for a signature and they miraculously found it and it had been returned to sender. I'll never use them again, she then reposted it with Royal Mail and it arrived the next day.

That's the worst bit.

Being made to feel like a liar :(

Hermes are an absolute joke. 99% of the parcels I’ve had delivered from them in the past year have had a problem. Normally it would be I’d be sitting home staring at my front door and I’d get an email saying they’d attempted to deliver and I missed them (no card left of course because they never actually came to my house) and a couple times the driver forged my signature and then would deliver the parcel in a few days after I raised an unholy stink with them - and of course they’d never address the fact the driver forged my signature in the first place and I’d get a reply saying “we know you have your parcel now so we are closing this case” ..

I hope you get it without too much hassle :( I do lots of research when online shopping and I won’t buy from anyone who uses Hermes. Every now and then a low value item from amazon will come from them if I’ve missed the info - and of course those turn up on time no bother