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Original poster

Item not received but Hermes says delivered

37 replies

HeavyChopping · 16/10/2019 11:49

What is the situation in cases like this? I've ordered something which I have not received. I raised this with the seller who sent me the tracking number. I've just gone on the Hermes website and tracked it. It says it was delivered to this address at a time when I was at work. There's a signature that they say is mint but it looks like EW which is not anything like my initials. My neighbours don't have it.

So either the Hermes delivery person has faked it, or they have got some random to sign for it and they've nicked it. It cost me £25.

What happens now?

OP posts:
Original poster
HeavyChopping · 16/10/2019 11:51

Just to add - no method on the Hermes website of contacting them to ask for clarification.

OP posts:
greyspottedgoose · 16/10/2019 12:09

Was it signed for today/yesterday? A few times mine have shown as signed for and appeared the next day, I'm assuming the driver has to do so many before finishing and ran out of time?

Original poster
HeavyChopping · 16/10/2019 12:35

No it was last week. It took me a few days to clock it hadn't arrived because I'm getting loads of deliveries at the moment.

OP posts:
ZeroFuchsGiven · 16/10/2019 12:37

Check everywhere outside and in your bins, Hermes are very well known for leaving stuff outside in bizarre places. I would never use them or trust them with my eBay sales.

Butterymuffin · 16/10/2019 12:38

Joe Lycett the comedian is currently asking on Twitter for examples of companies who are shit at using live chat properly. Many many complaints that the companies in question are replying to - Hermes included. Tweet him and tell him the story and @ Hermes in, see if that gets a response.

Bluerussian · 16/10/2019 13:25

I've had the same problem. What happened was Hermes delivered to the wrong address, think No 421 delivered to 42. It happened with the post office too. The recipient did deliver to me eventually, I don't know why they didn't do it straight away but anyway, I did get the goods. I remember one poor young woman coming to my door with a parcel and she'd started to open it before realising it wasn't for her! I understood of course, had done the same with something that came to me which was meant for down the road.

I hope you get your parcel but do be insistent with Hermes and the ebayer, it isn't your fault, it's human error on the part of the courier.

Original poster
HeavyChopping · 16/10/2019 13:38

From the location map of the delivery it looks like it has been left at my house. But the signature is definitely not mine and there was no-one else in at the time.

OP posts:
DogAndCatPerson · 16/10/2019 13:47

Hermes are useless. My local Hermes courier has faked my signature and has also opened my parcels in the past. It’s very irritating that you can’t contact Hermes directly to complain or query a delivery, they tell you to raise it with the retailer you bought the item from and they’ll chase it up. I don’t know how that’d work out with something like eBay rather than big retailers.

helpmum2003 · 16/10/2019 13:51

If it's an eBay item I would raise a complaint. If it's with a company and paid by credit card I would raise with the cc company.
Hope you get sorted.

HugTrees · 16/10/2019 14:12

My local Hermes guy fakes my signature and leaves it outside the front door. They won’t belibe you when you say you weren’t in. They don’t give a shit.
Look behind your back gate/fence if you’ve got one or in any outside storage bins

Sweetpotatoaddict · 16/10/2019 14:20

Just had exactly the same situation but as the seller of something that has gone awol. The seller needs to raise the claim with Hermes, and in our instance we refunded the money paid to the buyer and are waiting to see if Hermes refund the insured amount.
I had heard Hermes horror stories and never believed them till our Hermes driver changed and straight away we started not receiving items. Nothing had ever been lost before Hmm.

Ole99 · 26/10/2019 23:15

I had the same recently as a seller - item marked as delivered on the website tracking but buyer contacted me to say they didn’t have it.
Thankfully I sell multiples of my items so could replace it.
The original item was then delivered about a week after the replacement. My buyer was honest and returned it to me which obviously I appreciated.
I contacted Hermes who said they would investigate but they didn’t reply with an explanation about what happened.

Missc2001 · 26/10/2019 23:30

Will never use them again. I had items marked as delivered and signed for - not me - only to actually get delivered days later. Or online notifications that courier tried to deliver 3 times that day and no one was in, whilst all the time I've been downstairs and no one knocked. Two weeks ago I was expecting shoes for my holiday, called the company and they said 'oh parcel must have gotten lost' and they sent me a replacement with royalmail. Hermes delivered a week after. So companies know exactly what they are like. But that would depend on your seller. You can also go on myhermes website and start a live chat with them (you click on chat button in bottom right corner), it will take a while to be answered though.

enfo · 07/05/2020 07:34

Having exact issue currently. Order not received from Hermes but tracking says delivered. Contacted Merchant and most unhelpful. Not sure where to go with this. Very stressful experience and most certainly don't want to lose my money.

EchoLimaYankee · 26/05/2020 22:05

Another one with the same issue. Fucking Hermes. £70 Zara order disappeared into thin air. No signature needed in these times either Hmm

marijke2 · 12/06/2020 21:30

Same with my parcel today. I got an email saying it was delivered to my house. Tracking says I took the delivery?

Zeff737 · 13/06/2020 22:53

I Don't believe this!
I was expecting two ebay items, a bucket worth £10.99.....and a KING SIZED MATTRESS worth £500....i got an email from Hermes to say the mattress would be delivered between 2 and 4pm, at 2 35pm I got another email to say it would be between 4 and 8pm....when at 8.10pm nothing had been delivered I checked to find that both items had been marked as delivered at 5.31pm...thats FRAUD!..... The ebay seller is now away so can't be contacted... So how do I get either my goods or a refund... I'm absolutely furious!...

EchoLimaYankee · 14/06/2020 09:02

Mine came the next day. I’m guessing they are faking deliveries to hit targets. Really stressful though

greathat · 14/06/2020 09:37

That joe Lycett programme also had footage of all the parcels were auctioning off, as they'd said they were undeliverable. Even though they had clear address labels and had only just been posted

QYYX · 13/07/2020 15:05

@EchoLimaYankee

Another one with the same issue. Fucking Hermes. £70 Zara order disappeared into thin air. No signature needed in these times either Hmm
Did you get your parcel at the end? How did you deal with this situation? Please help me I'm so stuck right now.. bought shoes and they've disappeared in thin air like that. NO f**king signature needed too.
QYYX · 13/07/2020 17:09

I received my parcel phew

mdj4574 · 13/07/2020 18:09

Good to know you got your parcel. Can you guide how you received your parcel? I was also expecting my delivery but on tracking its mentioned they delivered with a signature which is not available to me. But I didn't receive no parcel. It was a costly stuff if 200 pounds from online store.

Cinders22 · 13/07/2020 18:26

I have had this recently with a Debenhams order. I used Resolver through the Martin Lewis MSE website and the parcel turned up the next day - absolutely battered and filthy! No explanation as to why I had had a message to say it had been delivered the day before.

www.resolver.co.uk/companies/hermes-complaints?territory_id=1&variant=original

Oh and I had to return the parcel - the packaging was ripped through 2 layers and the item inside damaged!

Moondust001 · 13/07/2020 18:35

It's not just Hermes. You'd think better of Royal Mail. They claim a parcel was signed for by me on 1st July - I wasn't in, and they signed it themselves (as they do all deliveries now). Apparently their word they delivered it contrary to any evidence is more reliable than mine with the seller and eBay - despite the fact that I live alone, andi have several witnesses to attest to the fact I was somewhere else! I am fighting this to the full extent - I might lose the £50 I paid for the item, but I'll bloody well cost them more in costs dealing with me and reputational damage! It's disgusting that the only evidence you now need of delivery is the signature of the person delivering it - a thieves charter.

For information, look for people who use DPD - they are required to take a photo of the delivered item in front of the open door of the delivery address.

Whenwillthisbeover · 15/07/2020 20:36

Going through this right now with Yodel, who allegedly posted two parcels through my letterbox at 16:40 on Monday. We were in, no one came, no parcels. I dare say they posted them somewhere but fuck knows where. eBay sellers are being arsey but why would I lie over an ice cube tray and some reading glasses that cost a few quid?