Please help! Have I just lost £500?

nicola8525

During the Debenhams blue cross sale I purchased multiple winter coats to try on at home with the intention of keeping one or two and returning the rest. The parcels arrived in multiple bags and I decided on the one I wanted to keep. The rest I arranged to return to Debenhams via Hermes collection service.

The Parcel collection was booked with Hermes for 27th October but they failed to show up. According to their tracking, I was not in when they called however I was working in the front garden the whole day so I know they didn’t try. Anyway...I re-booked collection 30th October. In the meantime, I was concerned the driver would not show again and, not wanting to spend another day waiting in, i also arranged to drop the parcels off at the parcel shop. This required me to print off different labels, which I did and attached to the 2 parcels.

On 30th October at approximately midday the Hermes driver collected 2 parcels. My husband answered the door and didn’t know what I’d done with the labels so simply handed the parcels over to the driver. The driver told my husband the scanner would not scan the barcodes so he would input them manually (the parcel shop labels were on the parcels). He did not provide a receipt (and my husband didn’t know to ask) however I kept a note of all 3 tracking numbers (the original for the 27th, the collection for the 30th and the parcelshop one).

2 weeks later and the parcels have not arrived with debenhams. I have searched using the tracking codes and 2 say “delay due address query” (I live in a small town on the outskirts of a city...not hard to find if that’s what it means).

After a week of chasing Debenhams they have told me today that Hermes have no record of collecting the parcels and I need to take it up with Hermes.

Hermes don’t seem to have a phone number so I’ve sent them an email and am waiting their response. However I fear because I have no proof of collection, they aren’t going to be very helpful.

The value of the 2 parcels was over £500 but each item individually was less than £100 so I don’t think o can claim through my credit card.

Any advice on what I can do? Not sure if The police or my insurance will touch it but I really can’t afford to lose that money.

London50

Telephone number on their contact us page, link below
http://support.myhermes.co.uk/app/answers/detail/a_id/495/~/courier-contact-details

Warwick_Hunt

There's no evidence to suggest a crime has been comitted to the police won't touch it.

nicola8525

Thanks - should have said I tried the number but it’s automated and it tells you for any queries to use webchat or email. Not sure if there is a number that actually lets you speak to a live person.

Ms_Chocaholic

When I've had problems with Hermes previously I've used Twitter and always got a response (and resolved the issue too)

nicola8525

Ms_Chocaholic wrote: »

When I've had problems with Hermes previously I've used Twitter and always got a response (and resolved the issue too)

Thanks. Never thought of twitter. This was the way I finally got through to Debenhams so will give it a go.

unholyangel

I have searched using the tracking codes and 2 say “delay due address query”

Which 2 tracking codes are showing this? If its the shop/drop off locations then I would have thought that this would be your proof they were collected.

nicola8525

The 2 collection ones sadly. The parcelshop tracking number says nothing to display or something along those lines.

unholyangel

nicola8525 wrote: »

The 2 collection ones sadly. The parcelshop tracking number says nothing to display or something along those lines.

Get your husband to give a physical description of the courier? How else would he know what the courier who was scheduled to collect looked like unless they were at the door to collect?

The collection codes aren't that bad tbh - certainly better than nothing. I'm wondering if the courier has discovered he couldn't scan the barcode on the parcels because his device won't have him as collecting those parcels. Either way, its extremely unlikely that you didn't hand over the parcels yet the courier entered tracking info for those parcels (especially if it was entered on the same day the parcels were collected).

Anyway, while I normally would tell you not to let the retailer brush you off, sometimes if you want something done you have to do it yourself. So try contacting hermes and see what they say. It may be its just taking longer to process them.

nicola8525

unholyangel wrote: »

Get your husband to give a physical description of the courier? How else would he know what the courier who was scheduled to collect looked like unless they were at the door to collect?

The collection codes aren't that bad tbh - certainly better than nothing. I'm wondering if the courier has discovered he couldn't scan the barcode on the parcels because his device won't have him as collecting those parcels. Either way, its extremely unlikely that you didn't hand over the parcels yet the courier entered tracking info for those parcels (especially if it was entered on the same day the parcels were collected).

Anyway, while I normally would tell you not to let the retailer brush you off, sometimes if you want something done you have to do it yourself. So try contacting hermes and see what they say. It may be its just taking longer to process them.

I have given a description to hermes. Unfortunately it was a torrential rain on the day of collection so the guy had his hood up and it's now over 3 weeks ago so my husband description isn't great. Nonetheless, we've still be able to give a description of his build, rough age and the van he was driving.


That is my thoughts about the barcodes also. Also find it bizarre that they never tried to rearrange collection if they hadn't collected the parcels as they claim and when they claim they tried on the 27th but we were out (so surely they know where my house is!).


Got my hopes up when Hermes replied saying the parcel had been sent to the wrong depot and would be delivered within 3 days. Then they sent another email saying the original had been sent in error!!!! No message to reply to my actual query and the issue is now resolved according to them. :mad:


Still trying my luck with Debenhams too. In my opinion they told me to use Hermes and it was a prepaid service. Their returns page doesn't say you need to get proof of postage (it does for their royal mail option) and Debenhams tells you to accept hermes t&c's - which say you need to raise the issue with the retailer). They seem to be ignoring me.


Sorry for the rant. I'm just so frustrated by Debenhams and Hermes!

Warwick_Hunt

nicola8525 wrote: »

I have given a description to hermes. Unfortunately it was a torrential rain on the day of collection so the guy had his hood up and it's now over 3 weeks ago so my husband description isn't great. Nonetheless, we've still be able to give a description of his build, rough age and the van he was driving.


That is my thoughts about the barcodes also. Also find it bizarre that they never tried to rearrange collection if they hadn't collected the parcels as they claim and when they claim they tried on the 27th but we were out (so surely they know where my house is!).


Got my hopes up when Hermes replied saying the parcel had been sent to the wrong depot and would be delivered within 3 days. Then they sent another email saying the original had been sent in error!!!! No message to reply to my actual query and the issue is now resolved according to them. :mad:


Still trying my luck with Debenhams too. In my opinion they told me to use Hermes and it was a prepaid service. Their returns page doesn't say you need to get proof of postage (it does for their royal mail option) and Debenhams tells you to accept hermes t&c's - which say you need to raise the issue with the retailer). They seem to be ignoring me.


Sorry for the rant. I'm just so frustrated by Debenhams and Hermes!

Not the husband?