Hermes non delivery but tracked to your address

Sammie_

There is a lot going on with Hermes at the moment.  Tracking that says that an item has been delivered and has not been has been a big issue.  Of course if a seller has that information then the buyer will always lose a case.  I won the case in the end.  Oh btw check back on how the seller SAID he would send the item.. Some say Royal Mail then send by courier anyway here is what happened to me and I hope it helps others....

Hermes said they had delivered and so it said on the tracking.  No parcel anywhere around or in the houses near by.  I kept asking the seller for a refund to which he refused saying the tracking says delivered.  Opened a case saying what had happened.

When I escalated it the seller opened a case and showed ebay the tracking details.  It took ebay 4 minutes to decide against me and closed the case.

I had already started a claim via Hermes which you can if you look around a bit on their website.  They came back and said they wanted me to look around and check houses as "It was delivered in that area".

I asked to a photo of where it was delivered.

After quite a few days Hermes came back to me saying they had investigated the courier and.. "Unfortunately due to the time scale since the delivery was made on the xx/xx/20 it is now too old for the courier to recall the specific delivery details on this parcel to which we apologise".  They then closed their case and failed to produce either a photo or gps tracking info which must have been submitted when the driver got back to the depot.

So I appealed to ebay and they wanted to see the exchange of emails.  I also told them that the seller (a business seller) had listed the item as being sent by Royal Mail 2nd class. Within a couple of hours ebay reversed their decision to decline a refund and put a refund through to Paypal.

So complain to the courier people and have some proof of what they said.

I know there are so many people out there that this has happened to so this might help some.

Yes I feel sorry for the seller but he should have sent it by the means he listed.  But now he can persue it himself through Hermes to get his money or goods back.

soolin

There have been a few warnings about Hermes recently, they seem to have got themselves a bit overloaded in some areas, I am glad you got it sorted though.

There is a very interesting point in your post though that I want to highlight "So I appealed to ebay and they wanted to see the exchange of emails.  I also told them that the seller (a business seller) had listed the item as being sent by Royal Mail 2nd class" 

This is important as it shows an avenue of appeal for buyers where sellers, and there are some out there, offer one postal method and use another. It is also worth noting for sellers that we shouldn't switch postal methods without confirming with the buyer first.

[Deleted User]

Hermes have always been hit and miss with me, which is why I always dreaded an order that was coming from them, but for my area, well for me anyway, they seemed to have been perfect for the past few months, maybe the recruitment of better drivers or something else, but they have been easier to work with for some reason. 

I must admit I often only buy when it says RM is the postage method because it’s usually small items I buy off eBay that fit through the letter box or small parcels which come with the usual post, and we get ours (usually anyway) quite early, so saves having to wait around for couriers, so I get annoyed when a seller goes on to use a courier when RM was specified. 

As Soolin says, I personally wouldn’t mind a seller changing postal methods as long as I was asked first and I agreed.