Hermes / Zara Dispute - HELP!

caracbx

Hi All,

This may be a bit of a rant, but here goes.

On Monday 7th December, I had two deliveries scheduled with Hermes, one by River Island, the other by Zara. The River Island one, turned up no problem, the Zara one has gone walkabout.

HERMES have said that the Parcel was delivered, It hasn't, unless its magically invisible hiding in my house, it's definitely NOT been delivered. Hermes are calling me a Liar, and Zara, aren't exactly hot on the tails of figuring out where my parcel is.

Just wondering , if anyone had a similar experience, Hermes have always been rubbish at delivering in my area, but wasn't aware that Zara used Hermes, otherwise would never have ordered online.

I know I can recall the money after 15 working days, because of the Visa rules on "Item not received" but surely there is something that can be done sooner?

Hermes have also have a copy of who signed for it, but won't let me see it.

Anyone else experienced this??

Exile_geordie

The dispute here is between Zara and Hermes. You tell Zara you have not received the parcel so they send it again or refund you.

caracbx

Exile_geordie wrote: »

The dispute here is between Zara and Hermes. You tell Zara you have not received the parcel so they send it again or refund you.

Thank you for this! Hopefully get a refund, the items were for a particular event, which has now passed.

chuckley

delivered to who and where? where's the proof from Hermes?

caracbx

Funnily enough, I got an email from Zara today, with a photograph of whoever have signed for it. Definitely not me! Or anyone in my building, of 6 homes, I've knocked and checked. It says "Rio".

Zara are still adamant that it's been delivered.

Hermes, replied to my email calling me Debbie, so their cutting and pasting their replies to their customers. Hermes also say that there is no tracking on their vans as their deliverers are "self-employed" I have requested that I see where the next parcel was delivered, as it might be at that location, and they might have kindly returned it to Zara. Who will, I assume, redespatch it.

It's just so disappointing from Zara, who I've had no issues with over the years, I'm completely being put of shopping with them again.

chuckley

but WHERE did hermes say it was delivered?

Hermes might be telling you and Zara different stories (hermes wants to be paid regardless).

In this instance it's not Zara's fault, their issue is with Hermes, who have said it's been delivered.

For all you know the hermes courier stole it.

caracbx

I've asked Zara to find out exactly where, the parcel was delivered, if it's a genuine mistake and he's delivered it to the next place on his agenda, then fine, and I'd like it back. But if he's stolen it, obviously he's not going to admit it.

But without tracking on their vans, as their self employed it makes it so hard to investigate, my gut instinct is that he's a new driver just for Xmas and will see what he can get for nothing. Which is sad, and I hope I'm wrong!

kuma2809

Hi! I just found this thread because I have a very similar problem with ASOS at the moment. I placed a +250 GBP order with them and Hermes claims to have delivered the parcel on 23/11/2015. They have a signature with my name but it's not mine - I wasn't even home that day! Needless to say, the parcel is nowhere to be found, I checked with neighbours, post office, safe places already. ASOS keep telling me they are investigating the matter with Hermes for two weeks now.

I'm getting a bit impatient because I'm only here in the UK as a Study Abroad student & will go home before Christmas - I would really like to settle this issue before then.

Does anyone have any tips on what to do? How much longer should I wait? I would really like my money back because I'll probably won't even live here anymore until they would have arranged a re-delivery!

Does the PayPal consumer protection help in this case? Probably not as Hermes claims to have delivered the goods, right?

Thank you for any replies!

custardy

kuma2809 wrote: »

Hi! I just found this thread because I have a very similar problem with ASOS at the moment. I placed a +250 GBP order with them and Hermes claims to have delivered the parcel on 23/11/2015. They have a signature with my name but it's not mine - I wasn't even home that day! Needless to say, the parcel is nowhere to be found, I checked with neighbours, post office, safe places already. ASOS keep telling me they are investigating the matter with Hermes for two weeks now.

I'm getting a bit impatient because I'm only here in the UK as a Study Abroad student & will go home before Christmas - I would really like to settle this issue before then.

Does anyone have any tips on what to do? How much longer should I wait? I would really like my money back because I'll probably won't even live here anymore until they would have arranged a re-delivery!

Does the PayPal consumer protection help in this case? Probably not as Hermes claims to have delivered the goods, right?

Thank you for any replies!

Not really the point,however why would you check the Post Office?

caracbx

With PayPal you can open a case as items not received! And they'll hold your money until it's received. PayPal are really good like that. Call their customer service if you have any issues.

VISA also have payment protection but can only open a case after 15 days. Paypal can do it quicker so definitely check that out! Hopefully it turns up before you go back
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kuma2809

Not really the point,however why would you check the Post Office?

I just did that because ASOS advised me to do so, but I knew there was pretty much no point in it since it's Hermes delivery....

Thanks for the advice on PayPal, however I just came across this in their policies:

PayPal Buyer Protection for items that have not been shipped does not cover items lost in transit. If the seller can provide within the required time frame valid
proof of shipment (as specified in more detail in the Seller Protection Policy) or a respective equivalent proving shipment and/or receipt as agreed between PayPal
and the seller, PayPal will refuse to grant PayPal Buyer Protection.

I think PayPal will only cover in cases where the items have not been shipped by the seller. In my case they have, but not been received by me. I will try and give it a shot though...