Hermes failed to deliver 3 times - what now?

kangoora

Hermes have tried 3 times (according to tracking) to deliver a parcel. The buyer has said he was in at all 3 times listed on the tracking and never had any delivery people at his door. He's also saying he isn't prepared to give up any more half days to wait for non-existent deliveries. I've also confirmed the address is correct.

I'm assuming the parcel now gets returned to me. Looks to me like I have 2 options (when I get the parcel back obviously):

a) cancel the sale and refund the buyer (not sure what cancellation reason to use) OR
b) resend by Royal Mail because at least if they fail to hand it over it will be held at the local depot for 18 days for the buyer to collect.

It's not a cheap item (handheld console) which sold for £45 incl. postage. I paid for POD due to the value. I'm already out £4.13 on Hermes postage, resending by Royal Mail Signed For will cost me about £3.95 (damn, should have sent by Royal Mail in the first place ). I'll be a bit annoyed to have to pay for postage again but would be prepared to do it.

I haven't contacted Hermes chat yet as they'll presumably just look at the tracking and just confirm the above.

Any suggestions?

soolin

kangoora wrote: »

Hermes have tried 3 times (according to tracking) to deliver a parcel. The buyer has said he was in at all 3 times listed on the tracking and never had any delivery people at his door. He's also saying he isn't prepared to give up any more half days to wait for non-existent deliveries. I've also confirmed the address is correct.

I'm assuming the parcel now gets returned to me. Looks to me like I have 2 options (when I get the parcel back obviously):

a) cancel the sale and refund the buyer (not sure what cancellation reason to use) OR
b) resend by Royal Mail because at least if they fail to hand it over it will be held at the local depot for 18 days for the buyer to collect.

It's not a cheap item (handheld console) which sold for £45 incl. postage. I paid for POD due to the value. I'm already out £4.13 on Hermes postage, resending by Royal Mail Signed For will cost me about £3.95 (damn, should have sent by Royal Mail in the first place ). I'll be a bit annoyed to have to pay for postage again but would be prepared to do it.

I haven't contacted Hermes chat yet as they'll presumably just look at the tracking and just confirm the above.

Any suggestions?

Firstly I would check with Myhermes about what happens to an undelivered parcel, their site suggests it could be destroyed if you fail to advise them you want it returned.

If buyer opens an INR claim you will only have the option to refund, regardless of whether you have the parcel back or not. If you do get it back and refund you obviously have the buyers email from their PayPal account so can contact them outside of eBay to see what they want to do.

Campden

My Hermes may return it, but they may still deliver.
Contact them by email quickly while the parcel is still in the delivery area. Ask them why their delivery person has got no response when the recipient was home each time.
Perhaps s/he was knocking on the wrong door.

jeffuk

Try contacting them via their Facebook page, I've had swift results that way.
https://www.facebook.com/Hermesparcels/

kangoora

Cheers all, I contacted Hermes today and they are going to try again. Problem is the buyer is saying he can't take any more 1/2 days off so it probably won't get delivered again.

Looks like it will end up back with me, I've asked the buyer if he wants to raise an INR in a couple of days or wait for me to get it back and repost via Royal Mail - waiting for an answer.

kangoora

Update: Looks like the parcel is on its way back to me 'Return to Sender' requested, presumably by delivery driver.

Exchanged messages with buyer and he's happy for me to resend via Royal Mail, so if he isn't in it will be stored at the local depot. He does seem a nice guy in his messages and is not ranting - disappointed with Hermes though.

Some thoughts/questions
1. I assume I've blown my delivery date, although can I be held at fault if Hermes (supposedly) tried 4 time in total to deliver?
2. If I resend by Signed For Royal Mail and update the tracking number with the new details am I still covered for any INR (I'd assume so with Signed For).
3. Anything else I've not thought of?

Cheers

goodfella66

Did Hermes charge you for sending it back to you? If so, how much was it?

janb5

Hi,

I suggest you email the CEO. There is a new CEO there now but this address is delivered

carole.woodhead@hermes-europe.co.uk
and customerrelations@hermes-europe.co.uk

I found it was much faster setting out the problem via the CEO and getting a good response.

Hope that helps.

custardy

janb5 wrote: »

Hi,

I suggest you email the CEO. There is a new CEO there now but this address is delivered

carole.woodhead@hermes-europe.co.uk
and customerrelations@hermes-europe.co.uk

I found it was much faster setting out the problem via the CEO and getting a good response.

Hope that helps.

So what does the OPs buyer do in the meantime?

kangoora

Well, it arrived back yesterday afternoon. No mention of paying for the return but as it was bought on Shutl I suppose they could just have charged me - will need to check my next statement.

Posted it today via RM - crossing fingers now.

janb5

custardy wrote: »

So what does the OPs buyer do in the meantime?

As it happens the Op has her parcel back. I always email the buyer and let them know what is going on as this OP has done. Now she can send it via RM.