Bloody Hermes.....

BamberBoing

Bought a console off Ebay, seller sends it via Herpes / Packlink and drops it off at parcel locker where it remains, for almost a week! The parcel, marked for delivery yesterday, was updated as 'Driver needs more information, can you email us' - I've emailed with full address details (never had an issue before with anyone, Hermes included!)

Parcel has now been magically signed for, by me and delivered, though the picture isn't actually my house, when I was collecting something else about 40 miles down the motorway and the house was empty!

Any suggestions? Just feel like having either a little cry or banging my head against the wall! I'm actually wondering if Hermes is 12qsome kind of sick game?! 

soolin

BamberBoing said:

Bought a console off Ebay, seller sends it via Herpes / Packlink and drops it off at parcel locker where it remains, for almost a week! The parcel, marked for delivery yesterday, was updated as 'Driver needs more information, can you email us' - I've emailed with full address details (never had an issue before with anyone, Hermes included!)

Parcel has now been magically signed for, by me and delivered, though the picture isn't actually my house, when I was collecting something else about 40 miles down the motorway and the house was empty!

Any suggestions? Just feel like having either a little cry or banging my head against the wall! I'm actually wondering if Hermes is 12qsome kind of sick game?! 

Firstly, try talking to the seller , they may be able to assist if you need to start raising complaints with courier, be careful about being persuaded into opening an INR claim as you will lose it if seller uploads his proof of delivery.

Then your only other option is hassle the courier for some sort of explanation and compensation, although I suspect it will be an uphill struggle.

I've just had exactly the same with a Royal Mail parcel, my thread is here
My turn for help with lost items (Royal Mail) - Page 2 — MoneySavingExpert Forum

It seems what you need before you open any INR claim on ebay is a letter or email from the courier stating clearly that your item was not delivered to you. That letter should include your postal address and the tracking number, how easy it will be to get something like that from Evri, goodness knows. It wasn't even easy to get it from RM.

Good luck

BamberBoing

soolin said:

It seems what you need before you open any INR claim on ebay is a letter or email from the courier stating clearly that your item was not delivered to you. That letter should include your postal address and the tracking number, how easy it will be to get something like that from Evri, goodness knows. It wasn't even easy to get it from RM.

This was my worry, eBay won't likely help as its 'been delivered' which will cover the seller as well.

I feel really sick, Would the bank help? It was over £120 and I can actually use the bank to 'prove' i wasn't home as I was using my bank card elsewhere?

Does anyone have a number for Hermes? at least I can shout at a human being! 

tightauldgit

Do you have the proof of delivery photo? If you can show that it's not your property then you might have a case with Ebay/the seller. I don't think the fact that you weren't there will matter as obviously someone else could have accepted it for you. 

I think you will probably need to get someone to admit that the delivery address wasn't yours at either Ebay or EVRI in order to get any joy though. Of course EVRI have no obligation to talk to you since you aren't their customer. 

I imagine the bank would also see proof  of delivery as enough to refuse any claim.

The 'more information needed' thing is odd.. did the seller address it properly the first time? That might be a route to win a case if you could show it was wrongly addressed. 

BamberBoing

Real odd one this - Tracking was showing as out for delivery, due between 11-12. As 12.07 the tracking updated with 'Driver has had an issue with the address, we need more info' and a click here link.

Went on and added my full address, name and phone - checked ebay, My details are correct and seller assures me the address matches with what he used.

I've never had a message like it! Oddly he apparently 'found' the address today?!  The delivery pic looks like a business premises, has those old fashioned doors with the security wire inside the glass, if you know what i mean! 

soolin

BamberBoing said:

soolin said:

It seems what you need before you open any INR claim on ebay is a letter or email from the courier stating clearly that your item was not delivered to you. That letter should include your postal address and the tracking number, how easy it will be to get something like that from Evri, goodness knows. It wasn't even easy to get it from RM.

This was my worry, eBay won't likely help as its 'been delivered' which will cover the seller as well.

I feel really sick, Would the bank help? It was over £120 and I can actually use the bank to 'prove' i wasn't home as I was using my bank card elsewhere?

Does anyone have a number for Hermes? at least I can shout at a human being! 

On ebay it seems delivery confirmation trumps just about everything else, if you read my thread I even had confirmation from RM that my item was mis delivered  and still lost my INR and only got reimbursed as a goodwill gesture due to some issues I'd had with incorrect advice being given by Ebay CS reps. 

BamberBoing

How can it be even called delivery confirmation?! Not my address in the picture, nobody was in and I certainly didn't sign for the delivery! Surely its fraud rather than delivery?! Most people faking work details like this would be sacked and prosecuted!

tightauldgit

BamberBoing said:

How can it be even called delivery confirmation?! Not my address in the picture, nobody was in and I certainly didn't sign for the delivery! Surely its fraud rather than delivery?! Most people faking work details like this would be sacked and prosecuted!

It's an interesting one. It seems untenable for Ebay to claim that something has been delivered just because a courier says it's been delivered when we see so many mistakes happening. Surely the onus should be on the courier to prove delivery - especially when the law says that risk doesn't pass till goods are in your possession. 

I know Ebay just apply their own terms so presumably the correct approach is to sue the seller for the value of the goods that never arrived? 

Just by contrast - I bought something off Eufy the other week. Delivered by EVRI, first one got 'damaged beyond repair in transit' so they sent a second one. EVRI left the second parcel in my recycling bin - and unfortunately i was away from home until after bin day. So no parcel waiting when I came back. 

Eufy refunded me immediately without question. So there are some good retailers out there. 

Big_W

BamberBoing said:

Parcel has now been magically signed for, by me and delivered, though the picture isn't actually my house, when I was collecting something else about 40 miles down the motorway and the house was empty!

Any suggestions? 

Had this happen to me with Hermes/Evri, albeit for a low-value item with no delivery signature requirement. Got a "proof of delivery" photo of somebody else's door with GPS co-ordinates that were on another street. 

If you had GPS co-ordinates on the "delivered" message and/or enough of a photo to identify the house, might be worth trying to find the house it was delivered to (if actually local!) and knock on the door. I know you shouldn't have to do this.....

ElefantEd

It seems to me that one obvious improvement would be having two photos: one showing the closeup of the parcel, which seems to be the norm now; the other with a wider shot of the parcel in context so that if it were left in a shed, for example, a picture of the shed. At least this would make it easier to find where a parcel had gone if not to the right place. It wouldn't help so much with parcels that were left in the open and then stolen but it would help the recipient prove that it wasn't left at their house if that were the case.