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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

My mistake but unable to correct it

36 replies

jellybaby10 · 04/08/2021 10:16

I ordered some items for my son last night online and after processing the order I realised they were going to be delivered to my old address. Completely my fault I know but aibu to think it's very frustrating to not be able to contact anybody to rectify the problem.

The website said phone lines are open between 9-7pm but when I phoned this morning it said phone lines were closed because of covid and staff working from home. I emailed via messenger and no reply and I also emailed them with no response until after the item had been dispatched.

I understand it's my fault but I couldn't contact anybody. The email said I could return any unworn items for a refund but I'm not going to be receiving the items. I can only hope that my old address will send them back. I can't go to my old address as it is not local.

OP posts:

Bluntness100 · 04/08/2021 10:18

Who is it you’re buying from? That seems unusual

Original poster

jellybaby10 · 04/08/2021 10:22

Mand M direct. It is completely my fault but to not have any means of contact to rectify it is really frustrating.

OP posts:

heldinadream · 04/08/2021 10:23

Contact whoever lives at your old address and explain (and apologise) - I think if they refuse the items they will automatically be returned to sender, at which point you'll presumably be refunded. I think that's what I'd attempt to do, while still trying to contact the seller to inform them of this.
That's assuming you no longer live near your old address. If you live near I'd ask them to please take the goods in, arrange a time to pick them up (a time that suits THEM) and pick them up promptly perhaps bearing a bottle of wine as a 'thank you'.

Original poster

jellybaby10 · 04/08/2021 10:35

Unfortunately we're not local to our old address anymore so I can only hope that they refuse the delivery so it is sent back to the company.

OP posts:

Bluntness100 · 04/08/2021 10:39

They are on Twitter, just tweet them,

Original poster

jellybaby10 · 04/08/2021 11:06

I'm not on Twitter. I'll have to join. Are companies very responsive on Twitter? I'll do that today, thank you.

OP posts:

ThanksIGotItInMorrisons · 04/08/2021 11:07

[email protected]

try this.

Original poster

jellybaby10 · 04/08/2021 11:11

That's the customer service email address I contacted last night. They got back to me today saying that it had already been dispatched so they can't change the address. They said in the email I could return any unworn items. I did respond by saying I won't be receiving any items to return and now I've got an automated email saying they'll respond within 24 hours. I won't make this mistake again.

OP posts:

Original poster

jellybaby10 · 04/08/2021 11:12

Thanksigotitinmorrisons, thankyou for taking the time for looking for the email address though.

OP posts:

PigeonPink · 04/08/2021 11:13

I would complain that you informed them prior to dispatch and it’s their fault that they ignored you.

Branster · 04/08/2021 11:16

Is it the delivery done by a courier service? Sometimes they send an email/text with a link giving you the option to divert the parcel to a different address.

Original poster

jellybaby10 · 04/08/2021 11:19

I will complain if I get no where. To whom I don't know if they don't respond... they use Hermes usually. I haven't received any text from them but if I do then I will definitely do that.

OP posts:

LtDansleg · 04/08/2021 11:21

I did this a few months ago. I had the phone number of my old neighbour in the same street and I asked her to go and knock and explain

beigebrownblue · 04/08/2021 11:22

If you get charged for them, I'd do a chargeback from your credit card (assuming you've paid this way).

It does take a couple of months but worth doing. I've just had a refund from one company who said they had delivered and hadn't in fact at all.

Notimeforaname · 04/08/2021 11:25

I was just going to suggest what LtDansleg said. Perhaps an old neighbour who could let the new owner know?Or perhaps send a letter explaining today and hope it arrives before the parcel?

TakeYourFinalPosition · 04/08/2021 11:25

*If you get charged for them, I'd do a chargeback from your credit card (assuming you've paid this way).

It does take a couple of months but worth doing. I've just had a refund from one company who said they had delivered and hadn't in fact at all.*

That would fail here - it worked for you because nothing was delivered, so the contract was breached.

It won't for the OP, because she's created a contract to deliver the items to her old address - so the contract is complete once they've done so.

@jellybaby10 Put pressure on M&M Direct to update the information with the courier. They can, but they won't want to, it's hard work.

Keep an eye out for any contact from Hermes about the parcel - they usually don't deliver too far away from the original address, but you may be able to ask them to hold the parcel at a collection point somewhere that you can then collect from.

You could try contacting Hermes to explain and say that you don't know if the people who live there will accept... they shouldn't legally take instruction from you as the seller is their customer, but they may be willing to delay the parcel to prevent the risk of them being asked to go back and retrieve it!

ThanksIGotItInMorrisons · 04/08/2021 11:28

how irritating op. It’s practically impossible to contact companies these days. They make it so bloody difficult. Only other thing that I may be tempted to do is stop payment, but that’s just me. And it would probably make things a hundred times worse. Can you find the new owners on Facebook or something and maybe message them?? ( not on fb so don’t know if this is doable or not). Sorry I’ve got no helpful advice. Hopefully they will return the items as you say. Or maybe open it and get your contact details off an invoice or something? Hope it works out.

TheOnlyLivingBoyInNewCross · 04/08/2021 11:38

Unbelievable that they are using Covid as an excuse for phone lines being closed. How does that work?

GiveMeAUserName123 · 04/08/2021 11:41

Myhermes take 3-5 days, a let via post first class stamp would get there first, send them a letter and ask them to refuse it or contact you on your number and arrange collection and red livery yourself

Original poster

jellybaby10 · 04/08/2021 11:56

I thought that about phone lines. Surely if their staff are working from home they would have the means to receive phone calls. I don't know how it works but I'd assume so. I'm going to email them to ask them to chase up the courier with the change of address. There's not even an option to edit order or cancel on the account I created with them.

OP posts:

HyacynthBucket · 04/08/2021 11:59

Could you write, double quick, to your old address and explain, and ask them to return the parcel to Hermes, or you will collect it at their convenience? If you have no faster way of contacting them, they will at least get the letter tomorrow (hopefully) if it is first class post, around same time as parcel is delivered.

LST · 04/08/2021 12:02

You literally cannot contact Hermes they are the worst.

Do you know who your local driver is? Luckily mine lives across the road from me

Original poster

jellybaby10 · 04/08/2021 12:04

No I don't know my local driver unfortunately. I have just received an email from the company saying that as the item is dispatched they can't do anything about the change of address. They can try to contact courier but no guarantees and I will have to arrange to collect item from my old address.

I will admit to my mistake but will complain about the lack of contact options available.

OP posts:

Newnormal99 · 04/08/2021 12:07

When I get Hermes parcel I'm sure you can add delivery instructions even when en route.

JustDanceAddict · 04/08/2021 12:16

Happened to me once for dh present.
I contacted new owners via FB messenger and they sent the parcel back to the company (I wanted to go and pick it up from the old house but I think the message was read too late).
The company would only refund if it was returned to them directly even though I realised quickly what I’d done.

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