Hermes.com ISSUES & SOLUTIONS

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#3,320
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#4,336
lux2022 said:
Hello All,
Happy Friday! Thanks everyone for the feedback and advice- it was helpful!

Does anyone ever have issues with their Herbag 31 when ordering online? One of the stitching looks off on the bottom of the bag- circled in red, not sure if I should return it… Sigh.. suggestions?

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This is fairly common with the canvas items. I’ve seen it on quite a few bride a brac cases which use the same material.
 
#4,337
Caramelus said:
Same happened once with Chanel beauty products. I had to open a case and Chanel opened an investigation case on their end. After a week or so, Chanel informed me that a replacement will be shipped. Make sure you follow up and the incident with status is noted in your account. Good luck.
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I just called Hermes and they told me that since FedEx provided an image of a signature and the correct address, they cannot open an investigation. This is horrible!

Be aware that if a driver fakes a signature, there will be no responsibility and you cannot do anything.
 
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#4,339
MartinaHK said:
I just called Hermes and they told me that since FedEx provided an image of a signature and the correct address, they cannot open an investigation. This is horrible!
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Very sorry to hear. I suggest escalating to a manager at FedEx that they delivered to the wrong location and that is not your signature. Also escalate to Hermes that they should stand by the purchase delivery and not for the customer to be left holding the bag. Finally, call your credit card company to dispute the charge.
 
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#4,342
MartinaHK said:
I just called Hermes and they told me that since FedEx provided an image of a signature and the correct address, they cannot open an investigation. This is horrible!

Be aware that if a driver fakes a signature, there will be no responsibility and you cannot do anything.
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If the driver fakes the signature. It is a crime called forgery. I would call the company then and let them be aware that you are filing a police report.
 
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#4,343
MartinaHK said:
This may seem the right thread to post my issue, if not please feel free to move it.
After years of trying to get a marble silk, last week I finally managed to get one online. Two days ago, I was waiting for FedEx at home when I checked the online tracking status and noticed that it was marked as “delivered” and signed by “JJJJJJJJJJJJJJ”. Needless to say, nobody rang my doorbell, package not to be found anywhere, checked with neighbors nobody seen my package, nothing left at the management office etc. I called immediately FedEx and they told me that they opened a case. I called Hermes too which did the same. Today I checked with FedEx and they told me the case is closed, so I understand that they couldn’t identify where my package was, and now the shipper (Hermes) should open an investigation. Did it ever happen to you? What should I expect?
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I’m so sorry to hear you’re going through this… that’s horrible! I would keep reaching out to them. I just had an incident where my box was ripped during transit and I emailed Hermes many times, but my emails got rejected so I’m gonna try to see if I can contact them again. Also, calling customer service takes forever as well :(.

Good Luck and I hope everything works out for you!
 
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#4,344
MartinaHK said:
I just called Hermes and they told me that since FedEx provided an image of a signature and the correct address, they cannot open an investigation. This is horrible!

Be aware that if a driver fakes a signature, there will be no responsibility and you cannot do anything.
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The exact same thing happened to me. After Hermes told me they couldn’t open a case since FedEx provided proof of delivery, I called my credit card company to dispute the charge. After I have done all that, my package was at my door the next. Hope yours will show up soon.
 
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#4,345
MartinaHK said:
I just called Hermes and they told me that since FedEx provided an image of a signature and the correct address, they cannot open an investigation. This is horrible!

Be aware that if a driver fakes a signature, there will be no responsibility and you cannot do anything.
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Sorry to hear that! How about escalate the issue to your bank and get a chargeback ? The prob is they may not accept your cc anymore in the future..
 
#4,346
MartinaHK said:
I just called Hermes and they told me that since FedEx provided an image of a signature and the correct address, they cannot open an investigation. This is horrible!

Be aware that if a driver fakes a signature, there will be no responsibility and you cannot do anything.
Click to expand...

Sorry to hear that! I have had a few deliveries this past month where the FedEx driver just dropped it off and sign off on my behalf. Luckily our doorbell has a camera so I could see that he did that (and have video evidence should I ever need it). It’s frustrating for sure!
 
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#4,347
Caramelus said:
Very sorry to hear. I suggest escalating to a manager at FedEx that they delivered to the wrong location and that is not your signature. Also escalate to Hermes that they should stand by the purchase delivery and not for the customer to be left holding the bag. Finally, call your credit card company to dispute the charge.
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I've had this happen. Even though when the package was signed and dropped off at the wrong location, the FedEx team was somehow able to track where they dropped off (I live in a condo complex, and they dropped it off with a unit in a completely different building). But I've also had situations where I've escalated a lost wine shipment, and the FedEx warehouse manager never called me back. I agree Hermes CS and your CC is the best option here. With my wine shipment mishap, I know the winery called FedEx to sort things out (after sending me a new box).

So sorry to hear this OP. I really hope you are somehow able to get your shipment. :mad:
 
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#4,350
jourai27 said:
Sorry to hear that! I have had a few deliveries this past month where the FedEx driver just dropped it off and sign off on my behalf. Luckily our doorbell has a camera so I could see that he did that (and have video evidence should I ever need it). It’s frustrating for sure!
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Maybe because he saw u had a camera and will know of the delivery and will be alerted. Still not right though.
 
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