Hermes - missing parcel

Elisebev · 28 Sep 20, 01:59 PM

Hi there

I recently ordered something off one of those Facebook ads. I had got a notification that it was going to be delivered last Thursday. I was in the house until 6pm that night with no delivery. Typically 15 minutes after I went out it was ‘delivered’. According to the picture, they left it at the side of one of our blue bins. I have checked beside the blue bin that I think they left it at (I live in a block of flats but only one bin matches the picture) and the parcel is definitely not there. I have checked with the neighbours whose bin it is but they don’t have it. We don’t get any passing traffic so i dont think it’s been stolen.

I got in touch with Hermes and explained. They said they would get back to me within two working days. I have just had an email off them telling me that they’ve resolved the enquiry and that the parcel was delivered as per the picture (which I already had).

What can I do to resolve this. Does anyone have a number for Hermes where I can actually speak to a human being. Or do I just have to accept that I’ve lost the money

**Taffy1959** · 28 Sep 20, 02:06 PM

You might as well bang your head against a brick wall.
They’ve lost 3 of my parcels in the last few months.
I’ve tried to get hold of them by phone which is nigh on impossible so you do the automated chat which is a waste of time as at the end they just tell you to contact the sender.
I’ve done this and had refunds from all 3 suppliers

Mr Tom Morrow · 28 Sep 20, 02:10 PM

OP. It's not for you to chase them. You have a contract with the supplier and it is their responsibility to ensure the item is delivered.

No delivery then they have to refund you.

Guest · 28 Sep 20, 02:19 PM

I agree that you should not be chasing this up with Hermes. You have not made a contract with Hermes, you should take this up with the person you bought from.

Had you agreed a “safe place” for delivery and if so was by the bin the safe place you agreed? If it was, considering there is a photo, I don’t really fancy your chances on this.

If you didn’t agree a safe place then I think you say leaving it by a bin at a block of flats does not equate to delivery.

neilhd · 28 Sep 20, 02:38 PM

Surely this is all a bit of a nice loophole for light-fingered delivery drivers.

Put parcel by bin. Take picture of parcel. Put parcel back in van.

Not that I'm accusing per se, but if any company is going to have drivers that do that it's Hermes. They are atrocious.

Helen J · 28 Sep 20, 02:42 PM

Hermes are the only delivery company I've ever had a problem with, a couple of years ago I got an email saying they had delivered my Hollister parcel, they may have delivered it, but it wasn't to me. I rang Hermes to ask which address they had delivered it to but they wouldn't tell me, Hollister ended up refunding me.
A few days ago I got an email saying my parcel had been delivered, I was in the house at the time, they provided a photo of where they left it, it was in a neighbours back garden, our number was clear on the parcel, they just delivered it to the wrong address.
Contact the person you bought your item from, they should refund you and be able to claim it back from Hermes.

Elisebev · 28 Sep 20, 02:51 PM

I don’t believe this. I’ve just gone down to the car and came back up and missing parcel has appeared on my doormat.

Helen J · 28 Sep 20, 02:55 PM

Originally Posted by Elisebev

I don’t believe this. I’ve just gone down to the car and came back up and missing parcel has appeared on my doormat.

Probably a neighbour picked it up, then dropped it off at your door. At least it's turned up.

Guest · 28 Sep 20, 02:58 PM

Originally Posted by Elisebev

I don’t believe this. I’ve just gone down to the car and came back up and missing parcel has appeared on my doormat.

Glad it is sorted.

shack69 · 28 Sep 20, 04:19 PM

I would not use hermes by choice. I sent a parcel during lock down to someone isolating and they lost it, i did eventually get my money back for the package. Then only last week a delivery from QVC went missing. In both cases Hermes can not find the package in their warehouse. They either have a massive theft problem or a big room filling up with lost stuff.

If anyone else has a problem , try this email address Martijn.DeLange@hermes-europe.co.uk he is the CEO and i did get a response from a pr team.

28 Sep 20, 01:59 PM	#1
	28 Sep 20, 01:59 PM Elisebev Trainee Dibber
Elisebev Trainee Dibber Join Date: Jul 13	Hermes - missing parcel Hi there I recently ordered something off one of those Facebook ads. I had got a notification that it was going to be delivered last Thursday. I was in the house until 6pm that night with no delivery. Typically 15 minutes after I went out it was ‘delivered’. According to the picture, they left it at the side of one of our blue bins. I have checked beside the blue bin that I think they left it at (I live in a block of flats but only one bin matches the picture) and the parcel is definitely not there. I have checked with the neighbours whose bin it is but they don’t have it. We don’t get any passing traffic so i dont think it’s been stolen. I got in touch with Hermes and explained. They said they would get back to me within two working days. I have just had an email off them telling me that they’ve resolved the enquiry and that the parcel was delivered as per the picture (which I already had). What can I do to resolve this. Does anyone have a number for Hermes where I can actually speak to a human being. Or do I just have to accept that I’ve lost the money

28 Sep 20, 02:10 PM	#3
	28 Sep 20, 02:10 PM Mr Tom Morrow Imagineer
Mr Tom Morrow Imagineer Join Date: Jul 14 Location: The Tiki Room. theDIBB Guidebook Pages Created: 3	OP. It's not for you to chase them. You have a contract with the supplier and it is their responsibility to ensure the item is delivered. No delivery then they have to refund you. __________________ "PAGING MR MORROW, MR TOM MORROW..." ''I drink Wine and know things'' DVC Owners at SSR since 2003. Multiple annual visits to America since 1976

28 Sep 20, 02:19 PM	#4
	28 Sep 20, 02:19 PM Guest Guest
Guest Guest	I agree that you should not be chasing this up with Hermes. You have not made a contract with Hermes, you should take this up with the person you bought from. Had you agreed a “safe place” for delivery and if so was by the bin the safe place you agreed? If it was, considering there is a photo, I don’t really fancy your chances on this. If you didn’t agree a safe place then I think you say leaving it by a bin at a block of flats does not equate to delivery.

28 Sep 20, 02:51 PM	#7
	28 Sep 20, 02:51 PM Elisebev Trainee Dibber Thread Starter
Elisebev Thread Starter Trainee Dibber Join Date: Jul 13	I don’t believe this. I’ve just gone down to the car and came back up and missing parcel has appeared on my doormat.

28 Sep 20, 04:19 PM	#10
	28 Sep 20, 04:19 PM shack69 Imagineer
shack69 Imagineer Join Date: Sep 11	I would not use hermes by choice. I sent a parcel during lock down to someone isolating and they lost it, i did eventually get my money back for the package. Then only last week a delivery from QVC went missing. In both cases Hermes can not find the package in their warehouse. They either have a massive theft problem or a big room filling up with lost stuff. If anyone else has a problem , try this email address Martijn.DeLange@hermes-europe.co.uk he is the CEO and i did get a response from a pr team.