Hermes order did not deliver

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_queenbee

_queenbee

Member
Oct 25, 2019
203
1,258
#1
Hi everyone! Hoping to find some advice if any of you have experienced this situation.

I was lucky enough to snag a TPM evie off the website last week and had it deliver to my store. It was supposed to deliver yesterday but has been stuck in Sacramento since last Friday (no weather delays in CA). I just got off the phone with FedEx and they said it’s most likely lost or stolen. Is that normal? I’m super disappointed because I’ve been wanting a TPM for months and haven’t been able to get one through my SA.

In this situation, will I be able to get refunded if it is truly lost or stolen? How long will I have to wait before receiving any sort of resolution? I just sent an email to customer service explaining what I was told on my call with FedEx.

Thank you all in advance [emoji173]️
 
#2
_queenbee said:
Hi everyone! Hoping to find some advice if any of you have experienced this situation.

I was lucky enough to snag a TPM evie off the website last week and had it deliver to my store. It was supposed to deliver yesterday but has been stuck in Sacramento since last Friday (no weather delays in CA). I just got off the phone with FedEx and they said it’s most likely lost or stolen. Is that normal? I’m super disappointed because I’ve been wanting a TPM for months and haven’t been able to get one through my SA.

In this situation, will I be able to get refunded if it is truly lost or stolen? How long will I have to wait before receiving any sort of resolution? I just sent an email to customer service explaining what I was told on my call with FedEx.

Thank you all in advance [emoji173]️
Click to expand...

Until you receive the package it is not your responsibility. H must get it to you or refund your money. Customer service is very good and they will work out the details with Fedex. Don’t stress about it. It may also just be hung up due to heavy holiday shipping traffic.
 
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#3
So sorry this happened to you. I had two H packages delivered by FedEx the past week, no issues. However this reminds me of how a number of cellphone shipments went missing in a specific area a few years ago. Most likely an inside job and this could be too. I hope that you dont just get a refund but also get a new bag without having to stalk the website. Keep us posted!
 
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#5
No that is not normal and Hermes will give you a refund and they will file a claim with Fed ex. You don't need to worry but sorry that you missed out on your TPM =(
 
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#6
Israeli_Flava said:
No that is not normal and Hermes will give you a refund and they will file a claim with Fed ex. You don't need to worry but sorry that you missed out on your TPM =(
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Thank you [emoji173]️ super disappointed because they’re so hard to get and it would’ve been my first H bag. It was supposed to arrive for my bday on my bday yesterday [emoji24]
 
#8
Whenever I’ve ordered online from Hermès, even if it’s something not costly like perfume, they have always required a signature for delivery. So without the store or you signing for it, you are in the clear!
 
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#9
_queenbee said:
Hi everyone! Hoping to find some advice if any of you have experienced this situation.

I was lucky enough to snag a TPM evie off the website last week and had it deliver to my store. It was supposed to deliver yesterday but has been stuck in Sacramento since last Friday (no weather delays in CA). I just got off the phone with FedEx and they said it’s most likely lost or stolen. Is that normal? I’m super disappointed because I’ve been wanting a TPM for months and haven’t been able to get one through my SA.

In this situation, will I be able to get refunded if it is truly lost or stolen? How long will I have to wait before receiving any sort of resolution? I just sent an email to customer service explaining what I was told on my call with FedEx.

Thank you all in advance [emoji173]️
Click to expand...

This is not typical of Hermes for sure.
Perhaps you can reach out to H client services & ask if another bag can be located elsewhere.
Sometimes CS can work "holiday miracles".. Give it a go!!
 
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#10
So sad to hear this! Like everyone else said - no need to worry about the money, if you don’t get the bag they can’t make you pay for it, you will get refund. The sad thing is even then you still don’t have the bag that you really wanted :( hope you can find another one!!
 
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#11
_queenbee said:
Hi everyone! Hoping to find some advice if any of you have experienced this situation.

I was lucky enough to snag a TPM evie off the website last week and had it deliver to my store. It was supposed to deliver yesterday but has been stuck in Sacramento since last Friday (no weather delays in CA). I just got off the phone with FedEx and they said it’s most likely lost or stolen. Is that normal? I’m super disappointed because I’ve been wanting a TPM for months and haven’t been able to get one through my SA.

In this situation, will I be able to get refunded if it is truly lost or stolen? How long will I have to wait before receiving any sort of resolution? I just sent an email to customer service explaining what I was told on my call with FedEx.

Thank you all in advance [emoji173]️
Click to expand...

I'm so sorry this happened and you didn't get your evie in time for your birthday. I second the advice to contact H client services to make them aware of the situation and ask if they can assist. They have their own contacts at Fed EX and they may be able to investigate, "find" the lost parcel and get it to its destination quickly.

This is O/T, but I am in SoCal and this past week, I had two major delivery service incidents with different online merchants and they both used Fed Ex! Fortunately, both packages eventually showed up after significant delay and runaround. I think there are some big problems at Fed Ex! I hope your parcel shows up soon and is not actually lost or stolen.
 
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#14
_queenbee said:
Update - my package was found!! No response from H client services but maybe they reached out to FedEx? I’m so happy [emoji173]️ it’s supposed to deliver tomorrow so hope it’s smooth sailing from here on out!
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Did you get it yet? I have found that with Fedex and UPS, when I either call or get the business I ordered from to contact them, the package can mysteriously start being in transit again.

Edit: I have noticed that Fedex during the holidays tends to be a little slower than usual. I still usually have better experiences with Fedex rather than UPS and USPS. I avoid Fedex Smartpost at all times though.
 
#15
skybluesky said:
Did you get it yet? I have found that with Fedex and UPS, when I either call or get the business I ordered from to contact them, the package can mysteriously start being in transit again.
Click to expand...

No.. [emoji53] it was supposed to deliver today and now the tracking says ‘scheduled delivery pending - no scheduled delivery date at this time’. This is what it said when it was stuck in Sacramento for 4 days and when FedEx thought it was lost or stolen. The last notification I got was that it departed Sacramento to SF last night. I googled it and looks like a lot of people are having major delivery / tracking issues with FedEx right now. So I’m just hoping it doesn’t get lost and delivers by end of the week.
 
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