Hermes has delivered my parcel...but not to me!

lariakastellanos

Hi,

I bought an item on ebay US, not realising that it would be sent using the Global Shipping Programme (listing said shipped with USPS). So the details on ebay site indicated it would be sent via the post office, which suited me fine, because the post office keeps parcels for 3 weeks and allows collection at flexible times. Unfortunately, that was a huge mistake, and the parcel ended up with Hermes.
I am out of the country until the Dec 18 and do not/ did not have a safe place for the courier to leave the parcel. I have tried to contact Hermes without success (I'm abroad, and therefore unable to call their customer service department without incurring huge charges, and they do not provide email support).
Tonight the Hermes website shows the parcel as "delivered, signed by customer"; this is impossible, since I am not in the country. (To make sure I'm very clear: I did not receive the parcel; it could not have been delivered to me; it was delivered to and signed for by somebody else; I am out 100 pounds AND my item.)
I will wait until I get home and check with the neighbors; if none of them have the parcel, I will go to the police to notify the parcel as stolen. (Or is there something else I should/could do?) Then I will try and get my money back from eBay. If that doesn't work, what are my options? Could I go to the small claims court, and if so, who would the claim be against, eBay or Hermes?
Thanks in advance to anybody who might be able to help.

PS Yes, I know I was stupid not to double check with the seller how the item would be sent. Lesson learnt, I assure you.

PS2 Is there ANYTHING that can be done about Hermes being such cowboys???? Some sort of body they can be reported to for lack of professionalism? At the very least, shouldn't it be illegal for such a big company not to have customer service that can be contacted in more than one way?

the_lunatic_is_in_my_head

The Global Shipping Programme is where the seller sends the item to an eBay agent warehouse for forwarding to the international destination so the seller wouldn't be able to advise which courier will be used for the forwarding.

If the parcel isn't with your neighbours or in a safe place when you return the best thing to do is call eBay for help.

Just to add you don't have a contract with Hermes so aren't in a position to issue small claims against them.

born_again

lariakastellanos wrote: »

PS2 Is there ANYTHING that can be done about Hermes being such cowboys???? Some sort of body they can be reported to for lack of professionalism? At the very least, shouldn't it be illegal for such a big company not to have customer service that can be contacted in more than one way?

Given you do not know where the parcel is. Could well be sat safe and sound with a neighbour. Wait till you get back home before doing anything.

UK tel no.
0330 333 6556
Email: customer.relations@hermes-europe.co.uk

Try their social media as well.

Waiting for a parcel?
If you have a query about a parcel you are waiting for then please contact the retailer you ordered from

lariakastellanos

Ah, thanks for the email, I'll try and contact them.

I will contact ebay if I have to, but what are they going to say! They have my money and the parcel looks like it's delivered (and it is - just not to the person it was addressed to). So they don't care. (I have dealt with ebay before, for a similar problem, and found them utterly unhelpful.)

Gavin83

lariakastellanos wrote: »

Could I go to the small claims court, and if so, who would the claim be against, eBay or Hermes?

Neither, your contract isn’t with them, it’s with the seller. I appreciate the fact they’re in the US makes this considerably more difficult but that’s the disadvantage of buying abroad.

Hopefully it’ll be there for you when you arrive home.

lariakastellanos

Is that the case even though the seller didn't choose Hermes (and probably never even heard of them). Once it got passed on to the GSP, doesn't that transfer the responsibility for getting the item to the buyer to eBay via whatever courier they choose? Just curious, I just want to know for future reference.

the_lunatic_is_in_my_head

Gavin83 wrote: »

Neither, your contract isn’t with them, it’s with the seller. I appreciate the fact they’re in the US makes this considerably more difficult but that’s the disadvantage of buying abroad.

Hopefully it’ll be there for you when you arrive home.

The OP is likely to have a contract with another party as the Global Shipping Program is an additional service offered through eBay to facilitate international delivery.

Whether liability lies with eBay or the third party agent I wouldn't know.

Gavin83

I would have thought the contract for the global shipping program would sit with the seller rather than the buyer. From the buyers perspective surely it makes no difference how it's sent, ultimately it's the sellers responsibility until it reaches the buyer. If the seller wishes to chase eBay that's up to them.

I do realise that makes it more difficult for the OP.

lariakastellanos

Ah, good points all, thank you... I'm going to do some research - I'd be interested to know...

the_lunatic_is_in_my_head

Gavin83 wrote: »

I would have thought the contract for the global shipping program would sit with the seller rather than the buyer. From the buyers perspective surely it makes no difference how it's sent, ultimately it's the sellers responsibility until it reaches the buyer. If the seller wishes to chase eBay that's up to them.

I do realise that makes it more difficult for the OP.

Generally speaking that's correct but the seller will have been paid only their domestic shipping rate to send the parcel to a warehouse in the US.

The OP will have paid an additional fee for the service of having the parcel forwarded to the UK.

This additional fee isn't paid to the seller, the seller won't have the OP's address nor any control over the parcel after it reaches the forwarding warehouse.

In my view whoever receives the additional payment for the forwarding service is responsible for this issue, it's likely eBay will assume responsibility for this and resolve any issues.

eeze2001

Hi
I was an ebay seller, and used to use Global shipping (its a nightmare for seller and buyer)


Just raise the case with Ebay, its down to the seller and eBay to resolve the Hermes problem not you.


In the background Hermes will have a copy of the signature and will be the ones to sort it out,
you should have a full refund and the seller will be able to claim back from eBay.


I hope that helps.