MSE guide discussion: Parcel delivery rights 16 December 2014 at 6:52PM edited 11 August 2021 at 12:52PM in Consumer rights 21 replies 4.1K views

nbjones

I'm having an issue with Sports Direct who are claiming that they have never received a return I sent. I used Hermes and their system confirms the time and date it was delivered and I have the name of the person who accepted it.  It wasn't signed for due to coronavirus restrictions.
I have provided this information to Sports Direct who still claim there is nothing they can do as they've not received the parcel.
The parcel, valued at £140, was insured with Hermes, but they say that Sports Direct should pay me the refund due and then claim from them if they're not happy. Any ideas?

Thanks

DoaM

Who contracted / paid-for the courier?

nbjones

I did, I was returning something.

DoaM

Can Hermes confirm exactly where the parcel was delivered? (We shipped some faulty goods back to our vendor in Reading ... DHL for some reason delivered them to a residential address in Leeds! The only commonality between the addresses was a single word ... the rest, including the post code, were clearly different).

Degsy1967

I'm having an issue with Hermes - can anyone help? I sent a parcel containing some chocolates and a plastic toy to my grandson. Hermes knocked on a neighbours door but they wouldn't accept the parcel so the driver left with the parcel. Hermes recorded that the parcel had been posted thru the letterbox but its way too big to do so. Its now lost and Hermes are refusing to compensate - they have accepted that it was not delivered. As others have found, their customer service is non-existent. They insist on apologising for the inconvenience caused but won't offer any refund or compensation. Not a huge sum of money - about £20 inc postage but it riles me that the driver has kept or disposed of the parcel rather than try to deliver - no card was left.

Meggsy6

Hi we are a brand new tiny company selling mud kitchens that we make at home. A customer requested a kitchen for us to deliver by courier. The item was picked up on time but did not arrive on the day stated. The courier's lorry had broken down, but it was delivered the next day. The customer is now demanding that we refund the delivery charge. Do we have to refund him ourselves, or will we have to claim from the courier, if that is at all possible? I would be grateful for any advice. Thank you

DoaM

Business  = no consumer rights.

What were your T&Cs with your customer? Did you give a guaranteed delivery date or an estimate? This will determine whether you're obliged to give a refund of the delivery charge. (Whether you wish to do so for good customer relations is another matter).
Whether you're able to get a refund from the courier - only you can tell us ... we've no idea of their T&Cs in their delivery contract with you.

lukeharrison0212

Hello! I have an issue with a parcel delivery. In the guide in mainly refers to what happens if you order direct from a retailer. My issue is with a shipment i arranged myself, from my aunty in the US to me in the UK. I used parcel2go and paid for express shipping with USPS via aramex. Parcel2go website said estimated arrival date was 25/6/20. It was shipped via USPS to aramex on 16/6/20 and USPS tracking shows Aramex signing for it on the 18/6/20. However Aramex did not acknowledge receipt of the item until 3/7/20. They then said on 7/7/20 that it was on an airplane leaving New York...but going to Dubai. I found this weird as Dubai is bit of a detour to get to London. It hasn't shown as being scanned in since it left which i also find concerning as NY to Dubai/London does not take 3 days. I've read online that many people are having the same issue with Aramex, some waiting for 3 months to receive their items. Their customer service is non existent, i've spent hours on hold and no one answers. They replied to one FB message after 2 weeks saying it was going to Dubai and that was it. I know that when you order from a company that if it takes more than 30 days you're due a refund on delivery. Is this the same if the delivery company i booked takes more than 30 days to deliver an item? If so who is liable, parcel2go or aramex? The item ive sent has insurance as well.

unlocated

Hello all, 

I hope this message finds you well. 

I wanted to ask a question in relation to the delivery of a pallet across from the UK to Italy. 
When bought I chose the pickup date and the delivery was told that was going to be by the 20/08. 
The tracking system still says it will be delivered no later than the 20/08. 
I've had a phone call yesterday with National Pallet (the broker who is using palletforce, who is then relying on a local company to complete the delivery - I've been in contact with all the three..) they confirmed the delivery was going to happen today. 
Today I have then called and asked to have the name of the local courier to check the delivery times and state. Long story short, the pallet hasn't yet reached the local hub and they're not yet sure when that will happen. What is sure, is that quite likely it'll be delivered next week at some point, unless it gets lost, of course. 

Whilst it's not a matter of life or death, I have personal goods that I need for my work and this is causing unnecessary delays and headaches. 

Do I have any grounds to ask at least for a partial refund on the service, given it's not been delivering by today as promised?
I appreciate once the delivery will happen they will have fulfilled their duty, though if I knew they were going to take longer than promised I'd have used someone else. 

Thank you very much, 
Unlocated. 

mikb

Duplicate thread https://forums.moneysavingexpert.com/discussion/6182279/delayed-pallet-delivery