Zara/ Hermes dispute. parcel not delivered by Hermes

Drrachey

Hello
I am having an absolute nightmare with zara (& Hermes). I ordered some clothing for my children £200 in value from Zara. Zara used Hermes as a courier. This Parcel however was never delivered. I have spoken to Zara numerous times over the past month (!!!) explaining to them that the parcel was never delivered. Their response each time is that they will esculate my complaint and everytime they just eventually say- oh Hermes said it was delivered so we cant go any further with this. This is absolutely disgusting and im appauled ! As far as im concerned the contract for delivery was between Zara and Hermes. Zara and Hermes have not supplied any evidence that the parcel was delivered. Also im sure if Zara are using Hermes as a courier surely they will be insured for failed delivery ? As far as im concerned this is theft. Zara has taken my money and not suppplied me with the clothes i ordered and they have not refunded me my money.
Anyhow as i seem to be getting nowhere with Zara please can anyone please tell me how to get my money back ? What can i do to get a refund ? 
Zara should not be able to get away with this its disgusting
I paid through paypal and have opened a complaint via them but have not heard back ...?
Thank you

NameUnavailable

Hermes are rubbish. I have had so many lost parcels I now refuse to buy from anyone who uses them. Joe Lycett even did a piece on his TV program about Hermes and how they auction off 'lost' parcels even if the address info is clearly displayed. It's crazy.

Paypal state their process and timescales for dispute resolution, you can't chase up until the time they ask to allow has elapsed.

hannahvictoria

I'm having this exact same problem! and because Hermes sign on your behalf due to covid, we have absolutely no proof! 

adamp87

PayPal will probably ask for proof of delivery. And they won’t be able to give it I suspect. Really this is up for Zara to sought out they are the retailer.

Might be worth sending a formal complaint to 

anaol@uk.inditex.com Who is supposed to be the head of operations. Usually these will get passed onto a Secretary to investigate. 

Having my own Hermes issues just not being arsed to deliver a product 3 days in a row. Finally got sorted by Amazon chasing them up