Ebay / Hermes / Hell
Discussion
I think I know the answer to this, but I'm irritated, so I'm asking anyway.
Short story:
Bought item on eBay, item sent out, item didn't arrive, tracking number listed as a "Yodel" one brought up nothing, but when tried with Hermes brought up "Item delivered to a safe place: Left in the porch".
I was in all day, nothing came, I don't actually have a porch.
Told seller all this - no reply.
Told Hermes all this - automated reply.
Opened eBay case - seller copy & pasted the "Item delivered to a safe place: Left in the porch" direct from the Hermes site.
eBay closed the case in the seller's favour citing "proof of delivery provided".
Hermes replied saying they couldn't find anything out and therefore they can no longer help.
So... options?
It's a very small amount of cash but I feel hugely irritated that I can pay for something that appears to have been thrown in a hedge somewhere and nobody involved in the process seems to care.
I wondered about PayPal? or trying to appeal the eBay decision - or something else?
(Ultimately, I know full well that "chalk it up and move on" is the right course of action, but it's also the kind of apathy that enables this kind of shoddy, careless, rubbish practice to continue to bring profit to those slack enough to operate like this).
t.Had similar from APC
SMS notifying delivery time, nothing arrived. Spoke to supplier next day, they get back to me saying nobody was in, left in porch, this despite it being a 'signed for' package. Told supplier I do not have a porch, courier 'investigates' and says yes, it was left in porch. Still have no idea where the original item is.
Second attempt from supplier ends with me getting a phone call from a lady about 5 miles away saying she has my parcel, left on the front door step. Her address is the same first line, different village, similar post code (last 2 letters different). Courier collects item from her. Two days later I pick it up from the courier depot myself.
Total time for 'next day' delivery - 11 days! Not the supplier's fault, the customer support was excellent, daily calls etc.
SMS notifying delivery time, nothing arrived. Spoke to supplier next day, they get back to me saying nobody was in, left in porch, this despite it being a 'signed for' package. Told supplier I do not have a porch, courier 'investigates' and says yes, it was left in porch. Still have no idea where the original item is.
Second attempt from supplier ends with me getting a phone call from a lady about 5 miles away saying she has my parcel, left on the front door step. Her address is the same first line, different village, similar post code (last 2 letters different). Courier collects item from her. Two days later I pick it up from the courier depot myself.
Total time for 'next day' delivery - 11 days! Not the supplier's fault, the customer support was excellent, daily calls etc.
I had a package delivered from Yodel once to a clients site. I was supposed to get to site after it had been delivered.
Got there that evening, no delivery. Contacted Yodel, got hold of a human and they advised (After directly speaking to the courier) that the courier had tried the neighbours on both sides after getting no answer, but couldn't leave it as it needed a signature.
There were three key problems with this
1) Clients wife was home all day specifically to sign for the package
2) House has full CCTV / buzzer entry gate, nobody even went up the long driveway
3) The house is in a massive plot of land, so big it had its own postcode. There are no neighbours whatsoever, let alone "either side" for nearly half a mile around
I agree with one of the posters above, I also wish Hermes and Yodel would just die.
Got there that evening, no delivery. Contacted Yodel, got hold of a human and they advised (After directly speaking to the courier) that the courier had tried the neighbours on both sides after getting no answer, but couldn't leave it as it needed a signature.
There were three key problems with this
1) Clients wife was home all day specifically to sign for the package
2) House has full CCTV / buzzer entry gate, nobody even went up the long driveway
3) The house is in a massive plot of land, so big it had its own postcode. There are no neighbours whatsoever, let alone "either side" for nearly half a mile around
I agree with one of the posters above, I also wish Hermes and Yodel would just die.
I had an issues where the item as it was my first purchase from seller that it had to be signed for - due for delivery between 9am and 11am.
I dropped the boys off at school and arrived home about 8:55am and parcel was there left in the porch.
After contacting the seller & courier they sent me the 'signed for' picture from the keypad at 8:45am.
Explained I wasnt in at that time and through the complaints process finally disproved the evidence and the statement of the delivery driver with the CCTV showing me leaving, courier just throwing it in the porch
and then me arriving back.
Apparently the courier was given stern words and more training - which I think was more like "watch out for cameras next time". But with some of these companies eg Hermes they let every tom, dick and harry in their little fiesta deliver for them and there is minimal quality control as everyone is in such a rush to get the items delivered. Slightly off topic but rant over.
I dropped the boys off at school and arrived home about 8:55am and parcel was there left in the porch.
After contacting the seller & courier they sent me the 'signed for' picture from the keypad at 8:45am.
Explained I wasnt in at that time and through the complaints process finally disproved the evidence and the statement of the delivery driver with the CCTV showing me leaving, courier just throwing it in the porch
and then me arriving back.Apparently the courier was given stern words and more training - which I think was more like "watch out for cameras next time". But with some of these companies eg Hermes they let every tom, dick and harry in their little fiesta deliver for them and there is minimal quality control as everyone is in such a rush to get the items delivered. Slightly off topic but rant over.
Derek Smith said:
How did you pay?
Unless it fits through the letter box I've all but stopped buying from Ebay if there's no click and collect. If it's on Amazon and they deliver to a box, I'll go with them every time. I've just bought a voice recorder. Was in my local library on the day they said.
I did local collect with amazon this week. Sent via Royal Mail to local post office, unfortunately the post office wasnt local to me. Its somewhere 200 miles away. Royal Mail will "look into it" in 10 days and amazon wont resend until Royal Mail have decided what they are doing.Unless it fits through the letter box I've all but stopped buying from Ebay if there's no click and collect. If it's on Amazon and they deliver to a box, I'll go with them every time. I've just bought a voice recorder. Was in my local library on the day they said.
Amazon is great but their deliveries are getting worse
peterperkins said:
I find a cheery smile, chat with my regular postman and a bottle of wine at Christmas ensures all my stuff is left where I have indicated and avoids the delivery office run most times..
+1Also, our 'last mile' delivery for the majority of delivery companies is the same self-employed person. Chat, small token at Christmas and never a problem. All too many jumping on the 'chargeback/small claims/frozen sausage' boat when a little common sense can prevent all of this ever happening.
If at all possible, do not get things delivered to a home address. You just get situations like this.
I know it's not suitable for all, but I get everything delivered to my place of work. The receptionists are happy to accept personal parcels so all is good. Even had 4 tyres delivered once haha! I made sure I was there pronto to move them from the post room!
The couriers treat business addresses differently I've found, they don't leave anything without gaining a signuature first and always deliver in the opening hours.
I know it's not suitable for all, but I get everything delivered to my place of work. The receptionists are happy to accept personal parcels so all is good. Even had 4 tyres delivered once haha! I made sure I was there pronto to move them from the post room!
The couriers treat business addresses differently I've found, they don't leave anything without gaining a signuature first and always deliver in the opening hours.
Helicopter123 said:
hyphen said:
Call eBay and discuss with a customer service human as opposed to the admin gimp who closed it.
What has this to do with eBay?Seller has acted within agreed service levels.
Issue is with Hermes as I see it?
SonicShadow said:
Helicopter123 said:
hyphen said:
Call eBay and discuss with a customer service human as opposed to the admin gimp who closed it.
What has this to do with eBay?Seller has acted within agreed service levels.
Issue is with Hermes as I see it?
Helicopter123 said:
SonicShadow said:
Helicopter123 said:
hyphen said:
Call eBay and discuss with a customer service human as opposed to the admin gimp who closed it.
What has this to do with eBay?Seller has acted within agreed service levels.
Issue is with Hermes as I see it?
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