Hermes.com ISSUES & SOLUTIONS

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#3,320
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#181
Hello!

I was wondering if any fellow TPFers would be able to give me some insight or reassurance with my shipping 'road bump.'

I ordered a clic bracelet on US h.com (yay!) last week which was set to deliver to my residential address Monday. Last night around 10pm I decided to chek the current shipment location -purely out of my excitement for the expected arrival of my new bracelet. However, when I checked, it said it had been delivered to an address other than mine and was signed for by a "JFANNING."

I of course contacted FedEx immediately to discuss the matter, but all they could do was inform me that my package was in fact delivered to an address other than my own and signed for by someone else, and that a 'dispute' would be opened and they would need to recover the package. They said they allow 3-5 business days for disputes, and would deliver the package once it is recovered from the other home.

My concern is that this is enough time for someone to open the package and replace it with another item, etc. FedEx said they do not look to see if the package is tampered with at all and that their only job is to recover and deliver.

Is there no other liability that they have in this type of situation? I do not want to accept a package that has been opened, etc. I know there are fake h clic bracelets manufactured, and I'm worried that I may end up with one--or maybe even an empty box?

I know this might sound crazy, and I do apologize. I've just not experienced this type of situation before with any of the items I've ever purchased online.

Any help would be appreciated. Thanks do much for letting me rant! 😀
 
#182
SBundles17 said:
Hello!

I was wondering if any fellow TPFers would be able to give me some insight or reassurance with my shipping 'road bump.'

I ordered a clic bracelet on US h.com (yay!) last week which was set to deliver to my residential address Monday. Last night around 10pm I decided to chek the current shipment location -purely out of my excitement for the expected arrival of my new bracelet. However, when I checked, it said it had been delivered to an address other than mine and was signed for by a "JFANNING."

I of course contacted FedEx immediately to discuss the matter, but all they could do was inform me that my package was in fact delivered to an address other than my own and signed for by someone else, and that a 'dispute' would be opened and they would need to recover the package. They said they allow 3-5 business days for disputes, and would deliver the package once it is recovered from the other home.

My concern is that this is enough time for someone to open the package and replace it with another item, etc. FedEx said they do not look to see if the package is tampered with at all and that their only job is to recover and deliver.

Is there no other liability that they have in this type of situation? I do not want to accept a package that has been opened, etc. I know there are fake h clic bracelets manufactured, and I'm worried that I may end up with one--or maybe even an empty box?

I know this might sound crazy, and I do apologize. I've just not experienced this type of situation before with any of the items I've ever purchased online.

Any help would be appreciated. Thanks do much for letting me rant! 😀
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You need to contact Hermes customer service. Inform H customer service of the FedEx error and let Hermes handle it. I have heard of FedEx delivering to the wrong address, retrieving and re delivering, only to find the item has been damaged or compromised in some way. If that happens, you could be looking at a very long time before it is resolved.

Ask Hermes to handle the issue. The package will be returned to H and re delivered to you after inspection from H.
 
#183
Sorry to hear about this. Ugh. Personally, I would contact H.com and let them know fedex delivered the package to the wrong address and it was signed for by someone else. Did you find out what address fedex delivered to? Anything close to yours? See what H.com will do. Good luck! H.com will probably rectify it for you.
 
#184
Thank you for your replies! I forgot to mention that immediately after getting off the phone with FedEx, I emailed h.com customer service to inform them of the situation and provided my original order number that they had mailed me once my order was confirmed. I figured it would be best to let hem know of the situation. I know they are closed during the weekend, but will my email suffice, or should I call as well tomorrow? If fedEx tries to deliver it, I don't have to accept do I? Does hermes get involved in these situations? I do hope so as I would prefer they have y sent back to them.
 
#185
SBundles17 said:
Thank you for your replies! I forgot to mention that immediately after getting off the phone with FedEx, I emailed h.com customer service to inform them of the situation and provided my original order number that they had mailed me once my order was confirmed. I figured it would be best to let hem know of the situation. I know they are closed during the weekend, but will my email suffice, or should I call as well tomorrow? If fedEx tries to deliver it, I don't have to accept do I? Does hermes get involved in these situations? I do hope so as I would prefer they have y sent back to them.
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I would call Hermes customer service, as they are responsive and helpful. An email is good for the record, but a conversation is better.
I would not accept the package from FedEx, but let H customer service advise you on the best course of action.
 
#186
CanuckBagLover said:
I agree trying to save money counts! But I live in Canada so our sales tax rules are different and there is no tax advantage to ordering on line. I'm not sure but i thought the sales tax rules were changing in the US - a lot of bricks and mortar retailers have been complaining for a long time about this being an unfair advantage for online retailiers (or the laws may change depending on which state you live in - anyways I just remember hearing something about this (I used to work in tax so my ears prick up on news about tax issues) you might want to check it out to see if the rules are changing in your area. Anyways, for me its more of a convenience, I have mobility issues and its very tiring to shop in store. And If LV can give complimentary shipping (its 3 days too) I don't see why Hermes can't.
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Legislation has been in limbo in Congress. But in Pennsylvania, where I also buy my scarves, there's no sales tax on clothes. That's a separate state law.
 
#188
Monceau said:
You need to contact Hermes customer service. Inform H customer service of the FedEx error and let Hermes handle it. I have heard of FedEx delivering to the wrong address, retrieving and re delivering, only to find the item has been damaged or compromised in some way. If that happens, you could be looking at a very long time before it is resolved.

Ask Hermes to handle the issue. The package will be returned to H and re delivered to you after inspection from H.
Click to expand...

Thank you for your help and insight. I contacted H.com that Monday and explained the situation. They called Fed Ex to discuss the situation and apparently Fed Ex wouldn't disclose the actual delivery location of the item to them either, even though they were the shipper. H.com instructed Fed Ex to return the package and not re-route it to my address. Apparently the chain of communication at Fed Ex where I live is sub-par, because the package was dropped off at my home address that afternoon (which I only found out because I had received a call from another department of Fed Ex. lol) He also gave me the address of the original delivery, which happened to be an apartment complex (with not nearly the same address as mine).

So I went to my home to pick up the package and called Hermes to see how they wanted me to proceed. They walked me through what the package should look like, how to know if it had been tampered with, etc. Had me open it with them on the phone and discussed what the contents should look like once the shipping box was opened, and what the bracelet should look like (with protective stickers and all). They then offered to have it sent back to them anyway if I was still uncertain. However, since it was sitting at the apartment complex's main office, and had not been opened, I felt comfortable enough to keep it. And I must say...it is TDF! :graucho::D

Thanks again!!!
 
#189
jp_536 said:
Sorry to hear about this. Ugh. Personally, I would contact H.com and let them know fedex delivered the package to the wrong address and it was signed for by someone else. Did you find out what address fedex delivered to? Anything close to yours? See what H.com will do. Good luck! H.com will probably rectify it for you.
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FedEx initially refused to provide the address of delivery. When H.com called FedEx on Monday, they would not provide it to them either, which I found interesting since they are the shipper. However, eventually I had to speak with another department of FedEx because they delivered it to my house (even after H.com instructed them to send it back to them), and he provided the address. It was nowhere near similar to my shipping address, nor was it in my neighborhood. Very odd. At least it all worked out! H.com has fantastic customer service! Thanks for your help with this!
 
#193
cuselover said:
Does ur history from h.com shows up in store
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Actually, I believe there have been updates to the system. My SA has told me a detailed account of the small items I bought as gifts online. I prefer to shop at the boutique whenever possible because there is no substitute for being able to touch, feel and try on the items you are considering.
 
#194
Interesting. Perhaps it will just be a matter of time, before boutiques worldwide - online and brick and mortar - will all be linked. :p

I've shopped online for years and actually prefer it to the boutique experience. :smile1:

luckylove said:
Actually, I believe there have been updates to the system. My SA has told me a detailed account of the small items I bought as gifts online. I prefer to shop at the boutique whenever possible because there is no substitute for being able to touch, feel and try on the items you are considering.
Click to expand...
 
#195
newmommy_va said:
Interesting. Perhaps it will just be a matter of time, before boutiques worldwide - online and brick and mortar - will all be linked. :p

I've shopped online for years and actually prefer it to the boutique experience. :smile1:
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i prefer to shop in store but getting a lindy last year was really hard. stores werent getting that many in and it just turns out one day h.com had the bag for purchase. I understand to put ur name on a list for a b you need to spend x amount of money and unfortunately the only two items i want was lindy and a b but since its done online i missed that chance to even ask.
 
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