My Hermes Tracking info.

MyOnlyPost

I have a buyer who is claiming that they haven't received an item, I sent it with My Hermes. I have just tracked it and it says the item was "delivered to a secure location". I have contacted My Hermes to find out what this means, but don't expect to get an answer before the weekend.

Does anyone have any experience with this and know what is meant by secure location? I didn't leave a safe place or alternative delivery instructions.

Thank you

Obviously_the_best

It generally means chucked over a fence or left in the front gardens

MyOnlyPost

You know, that's what I thought too!

MyOnlyPost

Just got a response from My Hermes. They claim to have left the parcel beside the bin in the buyers garden.

This infuriates me! As mentioned I didn't leave any special instructions to leave the item anywhere in the event no one was home. I actually have tracking which shows it delivered so could probably win a dispute, but I don't think that is fair on the buyer. I have no reason to believe they are lying about not receiving the item and can only assume that someone else has seen the item left there and taken it.

Does anyone know where I stand with regard to making a claim against the courier?

Thank you in advance of any responses

soolin

Myonlypost I would wait until the courier gurus log in and help but I would really be harrassing the courier about this- it is not acceptable for parcels to be left all over the place.

Buyers have won claims before now where the tracking clearly shows the parcel was abandoned rather than delivered- but sorting it out either way as you have suggested is a good place to start.

Oliver14

Looking at their terms and conditions there is nothing specific. You will need to be able to argue that the location that they left it was not secure. I would ask your customer for some pictures of the area around where they said they left it to use as evidence.

MyOnlyPost

Oliver14 wrote: »

Looking at their terms and conditions there is nothing specific. You will need to be able to argue that the location that they left it was not secure. I would ask your customer for some pictures of the area around where they said they left it to use as evidence.

Thanks Oliver I hadn't thought of that.

I did email the buyer this morning to relay the message. I asked them to confirm if they had a black bin in their garden and whether there is a parcel at the side of it.

Once I get a response to confirm there is no parcel in the garden I will be refunding immediately. The value isn't too high so I'm prepared to write it off, but on principle I will do whatever I can to get compensation from My Hermes

hermum

Here's the email address of the my hermes company rep who posts on the forum, rosie@myhermes.co.uk.
She's asked that problems with the service are emailed direct to her.

Obviously_the_best

If you look at the myHermes t&cs it will almost definately say that they are able to leave a parcel anywhere they deem safe, wether that be a garden bin, where ever!

MyOnlyPost

Obviously_the_best wrote: »

If you look at the myHermes t&cs it will almost definately say that they are able to leave a parcel anywhere they deem safe, wether that be a garden bin, where ever!

And I suppose it would be the same old problem. I could argue they haven't fulfilled the contract as they haven't actually delivered it and can't prove they have either. However that would mean court, which isn't worth it for £23.

They have emailed me a claim form, so I will see what happens I suppose

jazzy

If this is Hermes practice to leave parcels anywhere, why don't they post a card through the letterbox stating that the item has been delivered and the location.

This will save a lot of bother and also confirms that the delivery did take place.