Hermes advice

marke37

Hi

i wanted some advice.
I sold an item on ebay for around £36
The buyer lives in a block of flats so he specified he wanted a signed delivery and not to be left with neighbours.
I have an online account with hermes so i paid extra for a signed delivery and insured the package(£4.00) for the full amount £36 and specified that it was to be left only with the buyer.
The buyer contacted me on saturday to say that he had checked his parcel online and that it had been delivered whilst he was not at home and wanted to know where his item was.
I contacted hermes first through email, they replied by saying they would be back in touch within 48 hours.
i looked on their website but its just one of those useless bots.
After 2 hours and 3 phone calls i managed to speak with an hermes agent only to have the line go dead after 1 minute.!
Another hour phoning up again, all my monthly phone allowance has now been used up i managed to speak to an agent .
The agent tracked the parcel with gps and said that it did not get close enough to the vicinity of the address it was meant to, it is classed as a non delivery.
she said that they would investigate and get back in touch withing 24 hours, it is now wednesday , 3 days later and i have heard nothing from them
they will not reply to my emails and trying to get in touch by phone takes hours if your lucky.
The cost of the goods and postage has left me £40 out of pocket with a company that will not respond to my messages
what advice can you give me 

regards mark

KatrinaWaves

when was this, as no couriers are taking physical signatures currently. They have been taking pictures of the parcels on the doorsteps/with the people 

shaun_from_Africa

KatrinaWaves said:

when was this, as no couriers are taking physical signatures currently. They have been taking pictures of the parcels on the doorsteps/with the people 

That shouldn't have any effect on the OP's claim as Hermes have already admitted that the item wasn't delivered to the correct location.

KatrinaWaves

shaun_from_Africa said:

KatrinaWaves said:

when was this, as no couriers are taking physical signatures currently. They have been taking pictures of the parcels on the doorsteps/with the people 

That shouldn't have any effect on the OP's claim as Hermes have already admitted that the item wasn't delivered to the correct location.

Ahh misread the bit about tracking as if they were going to check where it had been, not that they already had.

If they have that info then I’m sure the money will be back soon. They probably have to speak to the driver and double check a few things which wil probably take longer under current circumstances