Hermes Delivery: Wrong Address, Unsecure Location and Presumably Stolen

ChrissyM86

Hi,

I'm sure some of you will have heard this story before... 
I ordered an item from eBay. The seller sent the item (worth £45) via PackLink (who are eBay's sending service), PackLink uses Hermes to make the delivery. Hermes makes the delivery and I get the "delivered" photo but I don't recognise the location. It's not outside my flat, it's not even my building. I send the picture to the caretaker to see if he recognises it - he says it looks like the foyer of the flats further up the road (who he also manages) - we check and guess what? Gone. I put up missing posters asking "have you seen this package? Contact me on etc" - I had several people contact me saying that the same thing has happened to them in the same delivery. In fact, one person said she saw our packages through the window in the location the caretaker mentioned, confirming it. However, it was early in the morning and didn't want to disturb the residents. When she got back from work - all the parcels were gone. 

So, Hermes has managed to deliver my parcel (and other's) to the wrong address AND left it in an unsecured location which many have access to. 

I've tried making a claim via Hermes - all they have to contact them is a chatbot. That chatbot just says "it's been delivered - here's the photo" I say I don't recognise it. After looking around for some time, it was clear they were gone, so when I go to the claim option they tell me to go to PackLink...
I contact Packlink and it asks for an ID number I've never seen before - anyway, after a load of back and forth - they tell me "oh sorry, we thought you were the sender" - they then tell me that the seller has to make the claim... 

I contact the seller, who is being compliant, but they're having the same problems as me... Also, why would they make the claim - they got their money, it's me who's out of pocket? So, do I just have to keep nagging the seller to make a claim, then they refund me? This doesn't;t seem right as then they will surely just have extra money, and also it's Hermes' fault and me who's lost out? 

Any advice on this?

Thanks.

Aylesbury_Duck

It's the seller's responsibility to sort it out.  They are responsible for the item until it reaches your possession, and it hasn't.  Any investigations are between the seller and the courier, you don't need to get dragged into it.  You've made reasonable efforts to locate the parcel, so ask for your money back or for them to send a replacement.

You have no contract with Hermes, so don't bother dealing with them.

the_lunatic_is_in_my_head

OP you'd need to open an Item Not Received case on eBay, it will probably be closed in the seller's favour, you can then appeal highlighting to eBay the photo shows a different building to yours.

eBay may ask you to report to action fraud (which is a simple process) and provide the reference given as part of the appeal  

Wanderingpomm

Ask hermes for the GPS tracking. It should show it was delivered up the road