MyHermes issue with parcel

Resultant

Sold an item on eBay Friday and sent item via my MyHermes because the price was good and have had good experience in the past with them.

This item I sold was picked up Saturday and tracking info said that it was delivered "in a safe place" on Wednesday. I've been getting messages from the buyer saying the item was never received and wanted to know whats happening. I called MyHermes which got me through to someone who gave me the "Seems like the buyer is telling a lie" and they sold me that they will investigate.

After a call back from MyHermes they said the courier who delivered the item left the item outside this persons door... This guy lives in a building which is all flats and apparently there only two flats in that one corridor. They kept telling me on the phone that it was a secure area and couldn't of been stolen etc...

But what I don't understand is how can they just leave it outside this guys door and note even leave a note to say we attempted delivery but your product is in hallway or outside door.

The flat is shared with another person and apparently the person on the phone kept saying that its a secure area and you need to buzz into the building to get inside. But if its that secure why would they let the courier into the building when that person wasn't even there. Obviously they called another flat to let the courier in and this shows that anyone can enter this "secure" building.

What should I do because I'm really stressed out due to the fact my 100% feedback is going to go down now due to negative I will probably get.

bxboards

Unfortunately I've found that MyHermes will just dump parcels outside doors.

A month ago I came down one wet morning to answer the door to my postman, only to find a MyHermes parcel absolutely soaking wet on the doorstep. It had been dumped on my doorstep sometime the previous day. No card was left.

I'm now at the point where if a seller offers Hermes, I'd rather pay a little more for a decent courier and am having to ask sellers who offer a 'courier' to please NOT use MyHermes.

km1423

Did you opt for a signature upon delivery when using My Hermes? Or did you use the standard option?

Also I assume they will have EPOD (Electronic Proof of Delivery), a signature to show you, with date/time.

Why did the courier leave outside, (i.e. a safe place) this is not possible when a signature is required? My Hermes are accusing the recipient (your buyer) of lying.

Can your buyer prove they were at work etc, and no body was at home, and that the signature is not theirs.

Did you use the correct compensation value amount too?

Keep your buyer informed of everything, be totally honest. Tell them you are trying your level best to get as much information about the delivery from My Hermes. If your buyer is decent they will not leave you negative feedback, if they are kept in the loop.

Sounds as though MH have been utterly lazy, unless your buyer is on the blag, check their feedback - you might be surprised.

Make MH work and press them every single day - no exceptions - especially if it turns out that your buyer is telling the truth. Tell MH they have broken their T&C's.

If you opted for a signature upon delivery, then the signature should not be that of the driver.

soolin

Km1423 as PayPal only require a signature for items over £750 most of us tend not to pay extra for a sig.

km1423

soolin wrote: »

Km1423 as PayPal only require a signature for items over £750 most of us tend not to pay extra for a sig.

Fair comment, I was aware that this is the case of dispute (i.e. buyer not received), Ebay request this.

OP did not state value of item, assuming less than this value, and signature upon delivery from MH is only £1. However if a signature is required on delivery then the option to leave in safe place is greyed out.

Item may have been delivered, and a signature obtained, but who accepted this item?

Resultant

km1423 wrote: »

Fair comment, I was aware that this is the case of dispute (i.e. buyer not received), Ebay request this.

OP did not state value of item, assuming less than this value, and signature upon delivery from MH is only £1. However if a signature is required on delivery then the option to leave in safe place is greyed out.

Item may have been delivered, and a signature obtained, but who accepted this item?

Thanks for the replies, I didn't opt in for a signature because its only a £20 item but money is still money. Did the courier do wrong by leaving it outside of this guys door ? I've kept in touch with the buyer but he keeps using the "we had a deal" saying where he is making me out to be the reason why he ain't had the product.

What should the next step in this process be?

km1423

MH say they make 3 attempts to deliver (even without a signature). So the question you should be asking them is why was it left outside the property, no card left for the receiver, bearing in mind that this was the 1st attempt.

Did you use the correct level of compensation? Unsure exactly how this works, when they have said item delivered. Is compensation for only for lost/damaged items? Ask all the questions.

Another question to ask is, how is outside a front door a "Safe Place" even if inside a building. Did the buyer advise you that this was safe. If not, then MH must accept fully responsibility, and are therefore negligent.

Have you checked the buyers feedback? Once again MH have broken their T&Cs and you should haul them over the coals for this. If they say 3 attempts, and only 1 made, then this is bad practice, and they are in breach of their contract of the service you have paid for them to provide to you.

The buyer is of course right, in so much as, yes, you had a deal - a contract.

He bought, and paid. You posted, or rather it was collected - the item was then the responsibility of MH to deliver correctly. He has not received (as claimed) and no proof to verify.

MH are therefore responsible, and you should take steps to get them/their driver to accept this fact, and compensate you accordingly. Don't let up on this. Make a formal complaint, and keep up the pressure.

If the buyer wants to leave you negative feedback - then let them. You have the right to respond, and go through dispute with Ebay.

You have the proof it was collected and the evidence from MH that it was delivered, albeit that it was not received by the recipient.

Moving forward, when sending items, ALWAYS use a signature option. £1 is small beer, whether a £20 item or £200 item. Use a reputable company, even Royal Mail Signed For is better than MH, depending on the size.

The cost and effort you are paying now, could have been avoided by opting for a signature.

Resultant

km1423 wrote: »

MH say they make 3 attempts to deliver (even without a signature). So the question you should be asking them is why was it left outside the property, no card left for the receiver, bearing in mind that this was the 1st attempt.

Did you use the correct level of compensation? Unsure exactly how this works, when they have said item delivered. Is compensation for only for lost/damaged items? Ask all the questions.

Another question to ask is, how is outside a front door a "Safe Place" even if inside a building. Did the buyer advise you that this was safe. If not, then MH must accept fully responsibility, and are therefore negligent.

Have you checked the buyers feedback? Once again MH have broken their T&Cs and you should haul them over the coals for this. If they say 3 attempts, and only 1 made, then this is bad practice, and they are in breach of their contract of the service you have paid for them to provide to you.

The buyer is of course right, in so much as, yes, you had a deal - a contract.

He bought, and paid. You posted, or rather it was collected - the item was then the responsibility of MH to deliver correctly. He has not received (as claimed) and no proof to verify.

MH are therefore responsible, and you should take steps to get them/their driver to accept this fact, and compensate you accordingly. Don't let up on this. Make a formal complaint, and keep up the pressure.

If the buyer wants to leave you negative feedback - then let them. You have the right to respond, and go through dispute with Ebay.

You have the proof it was collected and the evidence from MH that it was delivered, albeit that it was not received by the recipient.

Moving forward, when sending items, ALWAYS use a signature option. £1 is small beer, whether a £20 item or £200 item. Use a reputable company, even Royal Mail Signed For is better than MH, depending on the size.

The cost and effort you are paying now, could have been avoided by opting for a signature.

The buyer has 100% feedback and 500+ so I doubt he is trying to get a free item,

I am going to keep on to MH and make sure they admit that they are in the wrong. Thanks for the advice given its made me more confident in dealing with this issue.

And yes I had to send off a netbook today to a buyer so send it via royal mail signed, I know it was quite a little more but I know it will get there and signed for this time!

km1423

Remember, always use the correct level of compensation, whichever despatch company you use - a small price to pay if TSHTF.

Don't let MH get away with this, and don't get upset about negative feedback from Ebay buyers. It happens, and it is worrying when outside of your control.

I used to get worked up, and very upset, when I received Neg Feedback, especially as I try very hard to deliver as promised, and maintain my Top Rated Seller Status

I make no mistakes now, and do everything properly - so far no come backs. Use the belt and braces approach to cover your @ss.

Good luck, and don't use MH again, unless they are the only courier available and purchase the Signature option. You can nail them upside down on a cross if they make an error. :rotfl:

custardy

Resultant wrote: »

The buyer has 100% feedback and 500+ so I doubt he is trying to get a free item,

I am going to keep on to MH and make sure they admit that they are in the wrong. Thanks for the advice given its made me more confident in dealing with this issue.

And yes I had to send off a netbook today to a buyer so send it via royal mail signed, I know it was quite a little more but I know it will get there and signed for this time!

I hope you mean Special Delivery?

This_Year

Resultant wrote: »

And yes I had to send off a netbook today to a buyer so send it via royal mail signed, I know it was quite a little more but I know it will get there and signed for this time!

Signed For is only a signature taken (sometimes!) on delivery. It is not tracked. For a netbook you should have sent it Special Delivery.

You really should read the postage sticky.

https://forums.moneysavingexpert.com/discussion/3146680