Who is at fault here?

[Sofiegiraffe]

I ordered an item of baby clothing on Vinted. Seller was very prompt in sending the item and noticed me a few days later that it was sent. I arranged for it to be to my local newsagent. I got an email saying it was delivered and ready for collection on Wednesday last week. My partner went to collect it yesterday. The newsagent say they haven't received it. I have emailed Hermes (the courier), who have replied to say it has been delivered to my chosen location.

So who is at fault here? The seller, the courier, or the shop? More to the point, how do I find my parcel?!

*notified not noticed

I'd say courier or shop are at fault. The delivery info usually updates automatically if sent by Hermes (evri) or yodel when the parcel is dropped off.

Either the courier hasn't left it or the shop haven't noticed it I reckon.

I've had a time or two when I was told it was ready to collect but the shop said there hadn't even been a delivery yet. It was there a couple of days later.

Ask the seller to go onto the Hermes site. They will give her or him the option to see a photo f where it was delivered. Ask him to send it to you. This will help start the ball rolling in locating the parcel

@Jjjayfee

Ask the seller to go onto the Hermes site. They will give her or him the option to see a photo f where it was delivered. Ask him to send it to you. This will help start the ball rolling in locating the parcel

Thanks I will do this.

Ask Hermes to confirm the actual delivery location.

Good luck trying to contact Hermes ... we sent something back via Hermes who denied it had been sent back (despite us having the receipt) local shop where we had been told to return it also denied responsibility ... the number on our receipt apparently did not match a number Hermes recognised .... nightmare .... in the end we lost the will to live complaining about. £100 lost. .

@girlmom21

Ask Hermes to confirm the actual delivery location.

They have - the address of the newsagent

When the parcel is dropped off by Hermes you get a message saying it's ready to collect. When it is picked up from the shop you get a message saying that you've collected the parcel. If you've had the first message but not the second then I'd say that the parcel is still at the shop and if it isn't then they have lost it as they clearly haven't logged it as having been collected.

They don't have a phone number, just an automated chat thing which keeps repeating "your parcel has been delivered to your chosen location" every time I try to raise a query. There's no option to say "no it hasn't" and have an actual two way conversation with anyone. 🙄 Do I go back to the newsagent and say it must be here, and ask them to find it?? Or just accept it's gone and I've lost my money?

In that case it's probably the shop who are wrong, although it is possible that the driver bulked his deliveries and then handed them over at a different location.

If they bulk them they only have to scan one label and all the parcels for that address show as delivered.

@Sofiegiraffe

They don't have a phone number, just an automated chat thing which keeps repeating "your parcel has been delivered to your chosen location" every time I try to raise a query. There's no option to say "no it hasn't" and have an actual two way conversation with anyone. 🙄 Do I go back to the newsagent and say it must be here, and ask them to find it?? Or just accept it's gone and I've lost my money?

You raise it with the sender. They're Hermes' customer. You haven't received the parcel they sent so you get your money back from them and they raise a claim with Hermes.

They need to provide proof it has been delivered. They should take a phot. It’s the sellers responsibility to sort this out and you should have a refund from them if you don’t get it. Don’t give up on it. Hermes are notoriously bad at this and have now changed their name to Evri probably because of a;L the bad reviews etc

The seller is responsible, they are the one who has entered into a contact with Hermes, not you.

Push it back to the seller, and if that fails, take it up with Vinted.

Citizens Advice are very good in situations like this if you don’t get any joy this way.

I’ve had this before. Seller is at fault. I’ve had this before seller said she posted item to a shop, shop said they didn’t receive it. Turned out she’d posted it somewhere else by mistake.

I've had this before. It was in the shop, as confirmed by Hermes, but had been missed when the Doris in the shop was scanning everything on once received (so I gather). After a few days of trying to explain I finally got the Doris behind the counter to actually check the parcels themselves rather than what was on her system, and lo and behold there it was. Doris then wouldn't give it to me without the collection code, which I explained I didn't have as she'd never logged it on the system. After several days of me going back to the Doris behind the counter she admitted defeat and handed it over, only when I'd described exactly what was in the parcel. Complete and utter scenario of "computer says no". Grrr. I feel your pain!

@FarmGirl78 - I’ve had similar with shops either losing parcels or swearing they’re not there! That’s why I get them delivered now. Can’t be dealing with shops losing a parcel and if it’s not collected within a timeframe it goes back to seller.

@FarmGirl78

I've had this before. It was in the shop, as confirmed by Hermes, but had been missed when the Doris in the shop was scanning everything on once received (so I gather). After a few days of trying to explain I finally got the Doris behind the counter to actually check the parcels themselves rather than what was on her system, and lo and behold there it was. Doris then wouldn't give it to me without the collection code, which I explained I didn't have as she'd never logged it on the system. After several days of me going back to the Doris behind the counter she admitted defeat and handed it over, only when I'd described exactly what was in the parcel. Complete and utter scenario of "computer says no". Grrr. I feel your pain!

Argh so annoying. I am going to go back to the shop and ask them to double check. Failing that I will ask the seller to resolve with Hermes and refund me. What a pain in the arse!

I hope your Doris is more cooperative than mine was!!