Hermes/Vinted A Vent but all advice welcome

claire250482

Hi all, 
Back in September I sold a coat on Vinted, lovingly parcelled it up and sent it through hermes. The item was marked as delivered, so I awaited my money through Vinted. 
A day or so later, the recipient contacted me to say her parcel had been stolen... I set up a dispute as did she through hermes as the delivery driver had left the parcel in an unsafe location where there was a sign saying not to leave parcels (recipient lives in an apartment block)
Long story short... Vinted have refunded the buyer, hermes have closed the dispute even though they have done nothing to sort the issue, and I have been left with no item and no money!
I have chased hermes but trying to actually contact them is a nightmare! 

knightstyle

If you sent it and paid Hermes then only you can get this sorted. What insurance did you pay for?  If none then you may get the £20 from them. Did you or the buyer nominate a safe place? Did you get a pic. of it left at the address?

MalMonroe

claire250482 said:

Hi all, 
Back in September I sold a coat on Vinted, lovingly parcelled it up and sent it through hermes. The item was marked as delivered, so I awaited my money through Vinted. 
A day or so later, the recipient contacted me to say her parcel had been stolen... I set up a dispute as did she through hermes as the delivery driver had left the parcel in an unsafe location where there was a sign saying not to leave parcels (recipient lives in an apartment block)
Long story short... Vinted have refunded the buyer, hermes have closed the dispute even though they have done nothing to sort the issue, and I have been left with no item and no money!
I have chased hermes but trying to actually contact them is a nightmare! 

Didn't you contact Vinted when it all went pear-shaped? As with eBay and amazon, they're the responsible ones, not Hermes and not you.

Please do try contacting Vinted now. They say this - https://www.vinted.co.uk/help/15/551-protection-vendeurs

They should help you to get your money back/refund you. If they don't you could try complaining to the Financial Ombudsman - you can apply online for that - after you try and fail with Vinted. Make sure you complain to Vinted too. Also, about Vinted! They're hopeless. (I've had dealings with them myself. Never again.)

All is not lost, yet. Here's the Financial Ombudsman link - 

https://www.financial-ombudsman.org.uk/consumers/how-to-complain

claire250482

Yes, several times. I have proof of posting, proof of delivery and the recipient evening telling them it was actually delivered. Thus is why it's so frustrating.
Vinted just said they couldn't help and refunded the buyer. 
Thank you, I will try the financial ombudsman

olgadapolga

claire250482 said:

Yes, several times. I have proof of posting, proof of delivery and the recipient evening telling them it was actually delivered. Thus is why it's so frustrating.
Vinted just said they couldn't help and refunded the buyer. 
Thank you, I will try the financial ombudsman

The financial ombudsman isn't going to help. 

You need to take it up with Hermes (again). When an item has been delivered and then stolen, Hermes usually ask that the buyer completes and signs a "denial of receipt" letter. This is then uploaded to the claim via a link that Hermes provides. 

I found that the best time to contact Hermes is first thing in the morning, as soon as their helpline opens. There may be a bit of a wait but I've always managed to speak to a human.

Presumably this wasn't more than a month ago as Hermes have a tight time limit for claims?