courier left my parcel outside my house and it was stolen-who is liable here?

[TinyDiamond]

I ordered quite a few items from urban outfitters this week. I returned yesterday to a Hermes card saying 'behind plant'. I can only assume they left it in a bush pretty much touching the pavement. I live in a flat so my entrance is shared and also next door to a school so LOTS of footfall all of the time. One of the flats is empty too so there are frequent viewings every day, lots and lots of people would have seen a parcel lying around. I have no idea what sort of idiot would do this, but I have now emailed uo twice with no response. I am livid as one of the items inside was straighteners bought for my sis for bday, which is tomorrow. So now I have no present, no refund to buy something else either. Where do I stand?

Contact urban outfitters. They have the contract with you, not Hermes. Hermes have let them down by failing to deliver as they undertook to urban outfitters to do.

They only have the option to email them. Which I have done, twice. Any idea how I'd find a phone number for them?

www.urbanoutfitters.com/urban/help/contactus.jsp

unless you have specified a "safe place" when arranging delivery they should leave your parcel with a neighbour or post a card through your door with a number/website to arrange a delivery time when you'll be home. I would call Hermes and explain the situation to them, keep the card and they will hopefully track down the courier who was stupid enough to "hide" it behind a plant

www.hermes-europe.co.uk/contact_us.html

Are you on Twitter? They have quite an active account at @uoeurope - maybe bombard them with a few tweets. Companies are often pretty quick to respond to this.

The card actually has the guys name and phone number on it as he has stamped it with his own business advert! Man and van. But I wasn't sure if I should be contacting uo rather than laying into him first aaaaarh

I am not on twitter but maybe I can get a friend to do this

Thanks for the number cheese!!!

Hermes are dreadful for this.
They threw something fragile and expensive over my back fence into a puddle.
I returned it for a refund. At least I got it though.
They leave anything anywhere because they are in such a hurry to get round. It always seems to be an individual in a private car doing the drops. I don't think they are paid very much at all and they are very badly organised.

Currently on phone to them. They are telling me no record of my order!

call the courier and ask him exactly where he left it! UO will have been told by Hermes that you have received your parcel and that could explain it no longer being on their system ie outstanding orders

How can they not have a record of it? Do you have confirmation emails?
Does it appear in your UO account?

Yes. I had got through to the U.S call entre so they couldn't find it. Now speaking to a Scot who has found it!

I have order confirmation, despatch confirmation and money has debited from acc. On hold again.

Any progress?

They refused to refund it (don't know why) but have sent out a replacement package that should be here the middle of next week, it will no doubt be the same courier of course.

they are sending me some sort of email declaration form that I have to sign and send back (via email) to say that I didn't get the other one.

It took some time to sort out but in the end it is (hopefully) OK, apart from the bday present issue which is massively annoying, hopefully my sister will understand.

Grrrr to Hermes.

Hermes have left parcels behind my bin in the front garden, once even inside the bin luckily none have gone walkers but honestly what sort of mentality have they to leave it inside the bin?!

*walkabouts, not walkers!!

I don't fucking believe this it has hapoened AGAIN! I got the despatch email on Monday and delivery was 'apparently' successful yesterday when I was out. There is no card this time and there was nothing outside. All neighbours were also out at the time so nobody took it in for me.

I am absolutely raging. I was told this time as they gave me express delivery a signiture would be required.

What now?! Aarrrgh.

Same again. Go back to the seller, tell them that you have not received the package and that any signature they have is not yours.