The wrong courier picked up my parcel and now it has gone missing!

Tally_103

Hi all...new to this site and was wondering if anyone could help me!

I made an order with very.co.uk, of which I have been a customer for at least 5 years and have never had a problem.

I kept two items ordered and made a request for the other items to be returned.

Unfortunately, Hermes collected the parcel along with another that was also waiting to be returned to a different retailer, while I was out.

Very.co.uk use Yodel as their courier not Hermes. When I realised what had happened I contacted Hermes to try and track my parcel down.

The problem is Hermes do not know where the parcel is or how to locate it as the courier from Hermes did not leave a receipt or barcode when collecting the parcel. All they left were two stickers with two different numbers on them, which apparently are too long to be parcel numbers!

They have opened up an investigation into what has happened, but obviously without any way in which to track this parcels whereabouts, the chances are slim that it will be found.

I was just wondering if anyone had any idea on where I stand. I no longer have the items, but as very.co.uk have not received the items they have been credited to my account, the total of which comes to £456. Will I be liable to pay this amount? Am I able to be compensated by Hermes as it was their couriers mistake for collecting my parcel along with the other one?

Any advice would be very helpful!

Thanks!

soolin

I'm sure others can advise you better, but I suspect things might get difficult for you. As far as I understand from your post you booked both MyHErmes and Yodel to collect a parcel each, and left the parcels in a safe place somewhere and MyHErmes accidentally took them both?

I suspect your only recourse is to keep on at MyHErmes to find the missing parcel, I'm not convinced you would have an automatic right to a full refund in compensation from MyHErmes , but I suppose it is worth a jolly good try.

bris

You can't blame Very so as far as they are concerned you still owe the money.


Someone gave the parcels to MyHermes, you need some answers from who that was and why they have given them the parcel. You did explain it was one each didn't you?

Tally_103

bris wrote: »

You can't blame Very so as far as they are concerned you still owe the money.


Someone gave the parcels to MyHermes, you need some answers from who that was and why they have given them the parcel. You did explain it was one each didn't you?

I'm not blaming Very at all, it's obviously not their fault the parcel was collected by the wrong courier. At the same time, I no longer have the items either and don't want to have to pay for items they have not et receieved when someone else, I feel, is at fault. A Hermes courier collected them, but as I said in my post, no receipt or barcode was left upon collection, so they are finding it difficult to trace who it was. I have made them aware that there were two parcels and that one of them was for them to collect and the other not. The second parcel has made it back to the retailer, but they still can't locate the one for very they picked up as well.

Tally_103

soolin wrote: »

I'm sure others can advise you better, but I suspect things might get difficult for you. As far as I u durst and from your post you booked both MyHErmes and Yodel to collect a parcel each, and left the parcels in a safe place somewhere and MyHErmes accidentally took them both?

I suspect your only recourse is to keep on at MyHErmes to find the missing parcel, I'm not convinced you would have an automatic right to a full refund in compensation from MyHErmes , but I suppose it is worth a jolly good try.

Yes, unfortunately, there were two parcels left in the same place for collection, but, I have often had different parcels from different companies to be collected left in the same place and never had an issue before, as they seem to have been aware what they are collecting. Surely a courier service would know what companies they are making collections for and what parcel they are taking?? Plus the box that has gone missing was emblazoned with massive pink writing saying very all over it, so there could have been no confusion as to what company the parcel was to go to.

LilElvis

I don't see why a driver should be expected to know which companies their employer has a contract with. Their job is to collect parcels and take them to their depot.

As it sounds as though the parcels were left in an accessible place for collection then surely anyone could have taken the parcel, not just the courier, so you can't even prove that the Hermes driver took it.

theonlywayisup

Ultimately you need to show you have taken care of the Very return and once you can provide evidence that it has been returned (not delivered) Very must refund you within 14 days. But, irrespective of who you feel is at fault, you cannot give this evidence to Very (as you failed in your duty of care by leaving the parcel) and as such you aren't legally entitled to a refund.

Harsh though it sounds, you are at fault. Hermes should have noticed the parcel wasn't theirs but some carriers pick up from a safe place and don't scan parcels until they are back in their own premises. By then it is impossible to work out where the parcel originated.

Tally_103

LilElvis wrote: »

I don't see why a driver should be expected to know which companies their employer has a contract with. Their job is to collect parcels and take them to their depot.

As it sounds as though the parcels were left in an accessible place for collection then surely anyone could have taken the parcel, not just the courier, so you can't even prove that the Hermes driver took it.

I have proof that they were collected by Hermes as they left collection stickers with their name on it...two parcels, two stickers.

pinkshoes

Are you sure they havent been stolen by someone else?

Seems a bit risky leaving such expensive items just to be picked up rather than handing them over yourself.

Oddly, I have had the same thing happen but at work. I left two boxes out for a 24 hour courier to collect, clearly labelled for a courier with their barcode label.

Along came Royal Mail to drop the post off, and for some reason decided to take the parcels. Odd, as there were no RM labels or postage paid on them.

Two days later RM contacted us to say they had found the parcels, but wanted me to pay a huge sum of money for the postage and to have them returned to us!!! It was about another week before I got them back along with an apology, after I pointed out their mistake had cost my project £1000s due to the delay!

Tally_103

theonlywayisup wrote: »

Ultimately you need to show you have taken care of the Very return and once you can provide evidence that it has been returned (not delivered) Very must refund you within 14 days. But, irrespective of who you feel is at fault, you cannot give this evidence to Very (as you failed in your duty of care by leaving the parcel) and as such you aren't legally entitled to a refund.

Harsh though it sounds, you are at fault. Hermes should have noticed the parcel wasn't theirs but some carriers pick up from a safe place and don't scan parcels until they are back in their own premises. By then it is impossible to work out where the parcel originated.

This is a good point. However, as I am often at work when the collection is to take place I use my outside cupboard which is secluded and out of the way. There has never been an issue like this before, and having been doing it this way for the past 5 years. I thought it would have been part of the couriers job to can parcels they take? Otherwise how is anyone to know what's been picked up and what hasn't?

theonlywayisup

Tally_103 wrote: »

This is a good point. However, as I am often at work when the collection is to take place I use my outside cupboard which is secluded and out of the way. There has never been an issue like this before, and having been doing it this way for the past 5 years. I thought it would have been part of the couriers job to can parcels they take? Otherwise how is anyone to know what's been picked up and what hasn't?

It matters not how many years you have managed to leave parcels successfully, the issue is it has failed this time.

Unless Very write off the parcel debt or Hermes locate it, you are liable.

My carrier collects hundred of parcels a day, they aren't scanned on collection. If I left a Very parcel return near the collection, my carrier would have taken it. That would be my fault, as this situation is yours.