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?

Beauty Bay and Hermes together just don’t seem to work. I’ve seen countless tweets from people not receiving their items especially when using next day delivery. I don’t understand why a company who have such exclusivity with make up brands still bother to use Hermes as their courier.

Exactly Just.

Why not just use Royal mail?

I had a similar incident with dpd who were worse than useless. Insisted their driver delivered as they tracked him outside my door - an address they claim did not exist. Make sense of that if you can.

My order was with Charlotte Tilbury who had clearly been having issues with dpd as a replacement was sent to me and received within 24 hours no questions asked.

Turns out it had been delivered to someone in an adjacent street but with no card to tell us this I couldn’t collect - they eventually knocked on my door 2 weeks later with it.

Hermes use a local guy in my area. Like it’s always him. I’d be surprised if they can’t have a conversation with him about it and see what he says has happened. I don’t think it’s fair to blame beauty bay.

This happened to me once with Hermes. They kept saying that they delivered it with my signature! It wasn't mine and I was at home all day! I eventually found it in the bin!

I'm not blaming beauty bay but at the same time why should I be out of pocket? They choose which companies to deal with and hermes are shite.

This was the response I just received to a refund request.

No. That isn’t your problem. They need to sort out your refund. They can bare (sic) with the company they engaged.

I'd respond saying you're not happy to be out of pocket whilst they look into it.
You said you paid by Klarna, and the help pages on their site seem to suggest you don't have to pay if there's a delivery issue. Ask Beauty Bay to put a hold on the next payment until resolved. Still not ideal but at least you won't be further out of pocket.

www.klarna.com/uk/customer-service/i-not-received-stuff-happens-statements/

Bare?.... bare?...

They use Hermes because they’re cheap btw, which is also the reason they’re often unreliable, their rates and conditions for the couriers are rubbish, so you get the odd ok one, but a lot of them are only there because they can’t get anything better.

Holly

I didn't even think of that. Thankyou. I contacted Klarna who have put the payments on hold until the investigation is complete.

Their response has made me angry! Their internal process is not your issue. Bottom line is you paid them for a product and service, that has not been delivered, so you get your money back.

Have you had a look on Martin Lewis money pages? He may have a template letter or some consumer protection legislation you can quote

Me too but I don't feel like I can do any thing.

OP did you ever get a refund or a delivery for this ?

I hate Hermes so much I refuse to buy anything from anyone if it involves them.
Recently they kept (apparently) attempting delivery without leaving a card, when I rang customer service the fucking idiot said ‘but it wouldn’t make sense for them to come to your door and not leave a note’. So for the third and final attempt I left a massive A4 note politely telling them I am at home waiting all day and my number is xxxxx if they need to contact me. At night I realised that they delivered to my downstairs neighbour who has a baby and the parcel was huge. I felt so bad the baby was probably disturbed by this fucking useless courier, and I’ve been at home waiting!!!