Hermes Delivery to wrong Address

shristinlea

Hi,

I was hoping for a bit of advice if possible please. I bought an item off eBay and the seller very kindly sent it out and passed on the tracking details using Hermes as the courier. I tracked the delivery and it said it had been delivered last Friday at 4:30 and the proof of delivery was a completely black photo. I have since chased Hermes and they have come back to say they tracked the parcels gps and it has been delivered and also mentioned a name called Stacey who collected it. It’s worth mentioning both myself and my husband were in at the said time of delivery and neither of us are called Stacey. Where do I stand in terms of getting a refund because the seller has a’proof’ of delivery (albeit being a black photo) and Hermes are wiping their hands of it 😔 

cx6

Someone may correct me but  I don't think you will get very far with eBay INR as the tracking will show it delivered.

That said, legally it is the seller's responsibility to get the item to you and they have not done this. How much was the item?

olgadapolga

As the previous poster said, you won't win an INR via Ebay.

However, all is not lost if you can get the seller onboard with you.

The seller needs to contact Hermes (as the contract for the parcel delivery was between the seller and Hermes) and be insistent that you don't have it, regardless of their tracking information. Hermes will send the seller a form for you to complete and sign, stating that you have not received it. Hermes usually pay out once they process the claim with the signed form.

JustAnotherSaver

Sorry to butt in but to ask a question on this...

What if

1) Seller doesn't play ball?

I've had this before where tracker says delivered so the seller basically says i couldn't give a damn because I have my money and you wont win a claim. I wont contact the courier because I have nothing to lose.

so then...

2) You have to chase the courier yourself and they say it was delivered to your door. Their GPS may even highlight your door.

Have also had this. To the point I had to ask them ok then, where at my door did you leave the parcel. Can you provide a photo? Because it's not there.

So either the delivery driver was light fingered or some chancer had off with it (this particular house is out of the way so has no 'passers by'.

Right now i'm having issues with Parcel2Go & Yodel myself where the seller claims not to have received their item back, Parcel2Go claim it's been delivered and my claim for loss of item has been chucked out because 1) P2GO say it's been delivered and 2) They ask for a screenshot of the seller saying they didn't receive, which i provide, then they say it's not good enough.

Just throwing it out there that it's not all nicey nice and people doing the right thing.

theonlywayisup

As far as eBay is concerned the parcel is delivered.  You have no contract with Hermes so they won't be terribly helpful.

Your best option is to appeal to the seller and explain that you would like their help in disputing the delivery - albeit it sounds like this has already been done by you and Stacey is to blame(!) - I would still ask the seller to help.

You may get some help from your fund provider - how did you pay; how much was the item.  Alternatively you may try to get some help from eBay themselves, offering the evidence that you've chased the delivery and it hasn't come to you.  Sometimes they may give a credit to your account or a refund from themselves. 

BelMalinois

I didn't think Hermes took names anymore, rather they just take a photo and record the GPS location. Hermes are well known for leaving parcels in "safe" places and delivering to neighbours without putting a card though the door. Have you checked anywhere on your property a parcel could have been left and checked with your neighbours?

The seller can open a claim with Hermes so I agree that your best option is to appeal to them. Maybe mention that you've tried safe places/neighbours and that you've spoken to Hermes and they advised only the seller can open a claim.

Phantom151

Check with the neighbours. Hermes tracking said that a large box of cat food was put through myl etterbox which was clearly not possible. They had handed it to nextdoor.

JustAnotherSaver

Still wondering what you're supposed to do if the seller couldn't give a damn. 

If an item is say £5 then people tend to say oh well give it up, who cares. Not the point though. 
So if it's £500 for example, you'd certainly be wanting something. Your item or refund in full one way or another. 

mgdavid

JustAnotherSaver said:

Still wondering what you're supposed to do if the seller couldn't give a damn. 

If an item is say £5 then people tend to say oh well give it up, who cares. Not the point though. 
So if it's £500 for example, you'd certainly be wanting something. Your item or refund in full one way or another. 

As a seller I wouldn't use Hermes for high value stuff (despite them never letting me down), I'd use a more corporate reputable courier with better and more precise tracking systems and information. I'd also suggest the buyer arranges for somebody to be in on the day to avoid it being left out somewhere.

cx6

The bottom line is that the seller is responsible to get the stuff to you.

Problem with eBay is that they take the side of the seller if the courier says 'delivered'

In the end the only real recourse you have is via the court against the seller but obviously if the item value is small this is not worth it.

Otherwise taking a hit is the 'penalty' for using eBay.

tightauldgit

It's up to the seller to deal with Hermes as that's who the contract is with. It's up to Hermes to deliver the item to the correct address and to prove they have done so. A couple of times I have had this happen to me and the seller has managed to make a claim against the courier - but these were proper companies not just random ebay sellers. 

If the seller isn't playing ball then I would say your next recourse would be to the police - since the item has been stolen - if you drop that into conversation with the seller then they might think its less hassle to just make a claim with Hermes.