Hermes Tracking Incorrect

[violetta393]

I'm having an issue with an order which was supposedly delivered by Hermes on the 28th May, but I have not received it. The Ebay seller is not helpful, keeps stating the same thing, 'tracking system says delivered'. I've opened a request for Ebay to look into this, but I don't hold out any hope of getting my money back because the seller has 'proof' of delivery and will not make a claim through Hermes. I've made an official report against Hermes via the Resolver website (helps customers deal with non deliveries).

I can't escalate this case through Ebay customer services until the 12th of June, then I will phone them and ask for advice. I don't know what else to do. Clearly, the seller is likely to win the case because due to the incorrect information on the tracking system. Although the amount is only £13, the principle of not receiving the parcel and being made to feel as though I'm lying is very hurtful.

[tobiasd4]

If tracking shows delivered, you will lose ebay case.

You need to check bins, neighbours, etc, to see it was left.

[violetta393]

Indeed, I realise this, but I won't go down silently! My neighbours haven't received any parcels for me. I've discovered that Hermes is not the most reliable delivery service, many others have complained about the same issue - false declaration of 'delivered' on the tracking system. It's worse now because they are not allowed to collect signatures due to Covid.

[tobiasd4]

If you know who delivered item, often local delivery firm as agents for Hermes,
then contact them & complain.

[violetta393]

I don't know who delivered the item, but I've already lodged a complaint with Hermes via the Resolver website (recommended by Money Saving Expert). I've asked them to find out who entered the 'delivered' info on the tracking system.

Incidentally, this might not have occurred if the Ebay seller had supplied the tracking information in the first place. I could have kept a close eye on the parcel's progress through the system. It was only when the estimated delivery date had passed that I asked the seller to supply the tracking code.

I will phone customer services on the 12th (that's when I can escalate my case), just in case they will give me the benefit of the doubt. I've been buying on ebay since 2003 and this is the first time I've ever had an issue with Hermes.

[violetta393]

Amazingly, the seller escalated my case this morning (before I had the chance to do so myself) and asked customer service to resolve it.

I've just received a full refund! I wasn't expecting this and imagined a long fight with Hermes to get my money back. It must mean that Ebay customer services do actually read responses in the case details. The seller barely responded to me, no matter how much detail I gave. Just repeated 'Hermes tracking says delivered, thanks' like a robot. I had sent CS a copy of my official complaint made against Hermes via the Resolver website (worth looking at this should anyone else have issues with delivery companies). This might have made the difference to my case, coupled with the fact that the seller was unsympathetic and totally unhelpful.

[tobiasd4]

Glad all sorted.
I have just seen there is a 50% offer on Hermes parcels this month, so expect more parcels delivered by them,
I would rather stick to RM.

[violetta393]

Indeed! It's certainly put me off Hermes.