Please help! Have I just lost £500?

nicola8525

Warwick_Hunt wrote: »

Not the husband?

Yes, a little. But, as I said, the Debenhams website does not say to ask for proof of postage (the assumption being the items is tracked electronically) nor did the driver offer a receipt.


I'm also frustrated at myself.


But I didn't post this to have the finger pointed...just to get some helpful advice.


Thanks

libra10

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


If all else fails, don't discount involving the credit card company. I don't think you need to spend over £100 for a claim to be made, as long as part of the payment was charged through the credit card.


Good luck

takman

libra10 wrote: »

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


If all else fails, don't discount involving the credit card company. I don't think you need to spend over £100 for a claim to be made, as long as part of the payment was charged through the credit card.


Good luck

A individual item has to be priced over £100 for Section 75 to apply. So Section 75 definitely doesn't apply to this purchase as each item was less than £100.

arcon5

It's not Debenhams fault though is it. You put the wrong labels on and now the parcels will be stacked somewhere waiting for somebody to deal with the discrepancy.

Really your only hope is Hermes tracking down the parcel as you won't get a refund for losing it

nicola8525

arcon5 wrote: »

It's not Debenhams fault though is it. You put the wrong labels on and now the parcels will be stacked somewhere waiting for somebody to deal with the discrepancy.

Really your only hope is Hermes tracking down the parcel as you won't get a refund for losing it

But what do I do when Hermes t&c’s say claims relating to lost parcels need to be taken up with the retailer if they paid for the postage (which applies to me). If I’d paid Hermes, I could raise it directly with them and might be able to get some more information. Debenhams aren’t interested in chasing Hermes for more information so I’m stuck.

Fosterdog

nicola8525 wrote: »

But what do I do when Hermes t&c’s say claims relating to lost parcels need to be taken up with the retailer if they paid for the postage (which applies to me). If I’d paid Hermes, I could raise it directly with them and might be able to get some more information. Debenhams aren’t interested in chasing Hermes for more information so I’m stuck.

Your problem is from both Debenhams and Hermes points of view, they are not hermes parcels that are actually lost so they have no way of investigating. I’m assuming from when you said Hermes couldn’t scan them that you either stuck the other labels over the Hermes ones or took the Hermes ones off altogether and replaced them with the others.

Ultimately, while it is the retailer usually responsible once they are collected if they pay for the return, in your case you are the one who has caused them to go missing so if they are never found then you are the only one who will lose out as the other parties involved have done nothing wrong.

nicola8525

Fosterdog wrote: »

Your problem is from both Debenhams and Hermes points of view, they are not hermes parcels that are actually lost so they have no way of investigating. I’m assuming from when you said Hermes couldn’t scan them that you either stuck the other labels over the Hermes ones or took the Hermes ones off altogether and replaced them with the others.

Ultimately, while it is the retailer usually responsible once they are collected if they pay for the return, in your case you are the one who has caused them to go missing so if they are never found then you are the only one who will lose out as the other parties involved have done nothing wrong.

But do you not think it’s reasonable for Hermes to be able to explain what is meant by the parcel status of “delay due to address query” or to check with the driver to see if they were collected? I would be able to accept their reason to reject a bit more comfortably if they would do this or tell me what they have investigated.

The driver accepted the parcels with the labels that were on them. As far as I know he didn’t stick on other labels. He told my husband he would input the codes manually (which he did in front of my husband). But i don’t know if he used the barcodes on the parcels or something else.

I agree I’m at fault (partially at least) but don’t agree that Hermes have done nothing wrong. All the labels I had had the same destination address on them so I don’t think it’s fair to say i caused them to go missing. They should still have ended up at Debenhams.

Fosterdog

Courier companies don’t usually work by addresses printed on them until the final stage of delivery, they work on a barcode tracking system. The codes are automatically scanned by machines and those codes provide sorting machines all of the details needed to get them to the correct destination. It was your action of supplying parcels with the wrong labels so codes that Hermes machines will not recognise that has caused them to go missing. The scanners that drivers use can malfunction, or sometimes labels have creases or smudges in awkward places meaning they can’t be scanned so have to be manually entered, that’s why he would have taken them to try and put into the system manually after scanning failed.

Essentially because they are incorrectly labelled Hermes have not been paid to collect the actual parcels you gave them so they don’t really have to do anything to help you resolve the issue. They may well have the parcels somewhere but will have no possible way of identifying them as yours.

nicola8525

Fosterdog wrote: »

Courier companies don’t usually work by addresses printed on them until the final stage of delivery, they work on a barcode tracking system. The codes are automatically scanned by machines and those codes provide sorting machines all of the details needed to get them to the correct destination. It was your action of supplying parcels with the wrong labels so codes that Hermes machines will not recognise that has caused them to go missing. The scanners that drivers use can malfunction, or sometimes labels have creases or smudges in awkward places meaning they can’t be scanned so have to be manually entered, that’s why he would have taken them to try and put into the system manually after scanning failed.

Thanks Fosterdog - good to have an understanding of what actually happens.

Wish I just lugged them down to the post office now.

Warwick_Hunt

Fosterdog wrote: »

Courier companies don’t usually work by addresses printed on them until the final stage of delivery, they work on a barcode tracking system. The codes are automatically scanned by machines and those codes provide sorting machines all of the details needed to get them to the correct destination. It was your action of supplying parcels with the wrong labels so codes that Hermes machines will not recognise that has caused them to go missing. The scanners that drivers use can malfunction, or sometimes labels have creases or smudges in awkward places meaning they can’t be scanned so have to be manually entered, that’s why he would have taken them to try and put into the system manually after scanning failed.

Essentially because they are incorrectly labelled Hermes have not been qpaid to collect the actual parcels you gave them so they don’t really have to do anything to help you resolve the issue. They may well have the parcels somewhere but will have no possible way of identifying them as yours.

If the OP has put a returns label in I disagree. Most companies have a repackaging department where damaged packages are repackaged. They could easily identify who sent it or where it should be going by opening it. But then that's probably too much effort.