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Koda146

Post deleted. 

powerful_Rogue

Koda146 said:

Hi all.
I bought the new Xbox online as a lockdown gift and because of rules with the retailler it had to be dispatched to the same as the billing address. That left me to forward it on myself. I packed it up and sent it with MyHermes Next day service, fully insured to the value of the item.

Next day delivery failed because of access issues apparently, then came the weekend with no updates, followed by a notification on Monday to say that it was left with a neighbour, despite no attempts being made to deliver directly to the recipient.

Hermes have made it almost impossible to speak to a real human. I have had one reply from them insisting it was delivered to a neighbour, and the GPS confirms the 'delivery' took place on the correct street. The problems are:
-Tracking says delivered to neighbour at 1034... The recipient lives in a flat within building 1304 - 270 Doors up the road. No idea if this is a typo or not.
-Both 1034 and 1304 are buildings that are full of flats inside. No mention of a flat number to identify a neighbur inside either building!
-The recipient has tried working their way through their own building and so far there is no success in locating the parcel.

What are my rights please? Do I have ANY chance of holding Hermes liable for this? The one reply I got from Hermes sounded like they were closing the case satisfied that it was marked as delivered so that's the end of it, but the intended recipient hasn't received it, nor has any sort of suitable information been provided as to what neighbour it may or may not be with! PS Any effective method of communicating with this company would be appreciated. I'm really struggling to get beyond a bot for email, live chat and phone calls, also social media completely ignored. Is there even any sort of ombudsman for couriers? So far I found nothing. 

Thanks in advance for any hints or advice.

You've lost me with some of this. Was it yourself that ordered the xbox? What do you mean you forwarded it onto yourself?

You also say "The recipient has tried working their way through their own building and so far there is no success in locating the parcel." - Are you talking about yourself or someone else?

JJ_Egan

You bought product x delivered to you .

Then arranged delivery by Hermes to another person/ address ??

Parcel not delivered to this address .

arthurfowler

powerful_Rogue said:

Koda146 said:

Hi all.
I bought the new Xbox online as a lockdown gift and because of rules with the retailler it had to be dispatched to the same as the billing address. That left me to forward it on myself. I packed it up and sent it with MyHermes Next day service, fully insured to the value of the item.

Next day delivery failed because of access issues apparently, then came the weekend with no updates, followed by a notification on Monday to say that it was left with a neighbour, despite no attempts being made to deliver directly to the recipient.

Hermes have made it almost impossible to speak to a real human. I have had one reply from them insisting it was delivered to a neighbour, and the GPS confirms the 'delivery' took place on the correct street. The problems are:
-Tracking says delivered to neighbour at 1034... The recipient lives in a flat within building 1304 - 270 Doors up the road. No idea if this is a typo or not.
-Both 1034 and 1304 are buildings that are full of flats inside. No mention of a flat number to identify a neighbur inside either building!
-The recipient has tried working their way through their own building and so far there is no success in locating the parcel.

What are my rights please? Do I have ANY chance of holding Hermes liable for this? The one reply I got from Hermes sounded like they were closing the case satisfied that it was marked as delivered so that's the end of it, but the intended recipient hasn't received it, nor has any sort of suitable information been provided as to what neighbour it may or may not be with! PS Any effective method of communicating with this company would be appreciated. I'm really struggling to get beyond a bot for email, live chat and phone calls, also social media completely ignored. Is there even any sort of ombudsman for couriers? So far I found nothing. 

Thanks in advance for any hints or advice.

You've lost me with some of this. Was it yourself that ordered the xbox? What do you mean you forwarded it onto yourself?

You also say "The recipient has tried working their way through their own building and so far there is no success in locating the parcel." - Are you talking about yourself or someone else?

It sounds like he forwarded it himself to the gift recipient after having it delivered to his address. 

powerful_Rogue

Right, got you now! It was a lockdown gift for someone else! I read it as it was a lockdown gift for yourself!

Sandtree

Was the courier told of any safe place to leave the parcel either by you (sender) or the recipient?

Did you book directly with the courier or via an agent like Parcel2Go or such?

nyermen

Sandtree said:

Was the courier told of any safe place to leave the parcel either by you (sender) or the recipient?

This part is key, its their responsibility until they complete the instructions.  If neither of you said to leave with a neighbour, then its still their responsibility.

jon81uk

Koda146 said:

Sandtree said:

Was the courier told of any safe place to leave the parcel either by you (sender) or the recipient?

Did you book directly with the courier or via an agent like Parcel2Go or such?

I didn't leave a note of any neighbour or safe place. In fact I specifically opted out of any safe places (though couldn't opt of of neighbours) I also ticked the box and paid extra for signature/proof of delivery which was required as part of the high value parcel insurance.

Have you asked Hermes for proof of delivery? If they don't take a signature most couriers are taking photos instead?

Edit to add, this page seems to suggest they should be photographs in place of signatures 
Hermes Coronavirus Response | Hermes (myhermes.co.uk)

Sandtree

Koda146 said:
I didn't leave a note of any neighbour or safe place. In fact I specifically opted out of any safe places (though couldn't opt of of neighbours) I also ticked the box and paid extra for signature/proof of delivery which was required as part of the high value parcel insurance.

Do you know if the recipient did? When you get notification of the delivery you can go in and add safe places etc in my experience.

Signatures have gone out the window these days with Covid. I don' remember which service it is but I know with one courier I used recently going back in after delivery showed a rather fetching photo of me picking the box up off the door step... I assuming going back in has no image of the proof of purchase?

arthurfowler

Hi Koda, just to say I had a similar experience as you, whereby the parcel was showing as delivered to a neighbour and yet the recipient/nor the neighbour say they received it. 
It was difficult to find a number at the time, but the Hermes guy pretty much accepted responsibility and said that they would process the claim. 

I don't remember the number exactly, but Google'd this one: 0330 808 5456 

Give it a try and see how you go. 

StuieUK34

I feel the pain for the Poster
Similar thing, i used Parcel2go (NEVER AGAIN from now on), but item i sent went to somthing similar to a Lockbox / PO box....
It was with hermes, to which the tracking showed it was at there depot for 13 days (instead of the 2 - 4 delivery).
You cant talk or email P2G / Hermes, just able to click a button to report a lost parcel....
Eventually, my parcel was delivered to its PO Box (a Budgens store in Milton Keyes)....
However, the shady characters that work in the store opted to keep the parcel, informing the end client that his parcel never arrived....
The hermes tracking shows a Google maps drop off location, but shows no photo of the parcel being delivered, and as the couriers are signing for deliveries now, it makes it easier for the parcels to go missing (hence all those PS5 and Xbox X devices that never arrived between December - January) ....

I use hermes direct now, but there is still no proof your item is delivered, as the courier can just mark a GPS spot to say delivered here, and sign themselves 
With no way of contacting the courier, how do you proceed to claim against them when you fully insure the parcel