Hermes order did not deliver

[madamhermes]

UPS should have a record of the signature - hopefully that can help track down where it went. If they can't furnish proof of YOUR signature, then you should have no trouble being refunded. And I wouldn't worry about being blacklisted - I had to contest a charge from Hermes.com once because I returned an order, they confirmed they received the return, and then a month+ passed with no refund. Their own policy states you should receive your refund within two weeks of receiving the return. A contested charge with my credit card company and two emails to their customer service folks did the trick. I am still able to order off the website without an issue.

Hi there thanks for your reply and for sharing your own experience. With your situation you actually did return the merchandise though so they were wrong/ slow. I’ve checked the tracking and there is NO signature. It says left at reception and my reception said there is nothing :o and so that’s why I’m panicking- it basically looks as though it was delivered to my reception but no one signed and no one knows where it is!

 

[A1aGypsy]

When you say reception - was it delivered to your work location? The problem with not having them put the bag in your hands is that it very well might have disappeared after it was delivered.

I agree, start by obtaining the name that was given and maybe that will help. Perhaps it is just an issue of the person who was on shift put it somewhere and the next person couldn’t find it.

I have also had the experience where UPS says something is delivered and then it shows up the next business day so that may be a possibility as well. Sometimes “delivered” seems to mean arrived at the destination UPS location and ready for delivery.

Hope is not lost!

 

[madamhermes]

When you say reception - was it delivered to your work location? The problem with not having them put the bag in your hands is that it very well might have disappeared after it was delivered.

I agree, start by obtaining the name that was given and maybe that will help. Perhaps it is just an issue of the person who was on shift put it somewhere and the next person couldn’t find it.

I have also had the experience where UPS says something is delivered and then it shows up the next business day so that may be a possibility as well. Sometimes “delivered” seems to mean arrived at the destination UPS location and ready for delivery.

Hope is not lost!

I live in a Concierged Building and it says delivered to reception. It was to my home address and they log packages to our flats when received so it doesn’t matter who works. When i asked they said there is nothing in stock room for my flat and ups has not come for me.

 

[A1aGypsy]

I live in a Concierged Building and it says delivered to reception. It was to my home address and they log packages to our flats when received so it doesn’t matter who works. When i asked they said there is nothing in stock room for my flat and ups has not come for me.

That’s unfortunate because if UPS said they delivered it to reception, how would they know that there WAS a reception if they hadn’t been there?

However, if UPS delivered it without a signature then that sounds like it is outside of what was supposed to happen so you may have an argument there.

I still say wait until Tuesday. It might turn up. Maybe it was logged to a different unit etc. Hopefully.

 

[lurketylurk]

Hi there thanks for your reply and for sharing your own experience. With your situation you actually did return the merchandise though so they were wrong/ slow. I’ve checked the tracking and there is NO signature. It says left at reception and my reception said there is nothing :o and so that’s why I’m panicking- it basically looks as though it was delivered to my reception but no one signed and no one knows where it is!

Yes, I know my situation was different, but I was sharing it in order to show that you can take a problem to Hermes without being blacklisted (frankly, if any company would blacklist you for contacting them about an order that wasn't delivered, would you want to do business with them again anyway?). Since the package is missing, your first step here is to contact Hermes and explain the situation. See what they say. Hopefully they take it up with UPS and refund your money. While UPS or your apartment concierge appears to me to be at at fault here rather than Hermes, Hermes has a contract with UPS and will get better results from contacting them than you will if you do. If they don't issue any resolution, I would initiate a dispute with your credit card company.

 

[madamhermes]

That’s unfortunate because if UPS said they delivered it to reception, how would they know that there WAS a reception if they hadn’t been there?

However, if UPS delivered it without a signature then that sounds like it is outside of what was supposed to happen so you may have an argument there.

I still say wait until Tuesday. It might turn up. Maybe it was logged to a different unit etc. Hopefully.

Thanks! I’ll see. Post room is open even today though so I spoke to them again and they’ve claimed to have done an audit of the packages and confirmed it’s not there. And they were quite defensive about pushing me back toward who I ordered from and UPS. And they reminded me they legally have no responsibility and they said they don’t sign for anything and so if UPS had asked for signature they’d of let them upstairs (that has happened before) and so I don’t know. I live in a large complex where ups come everyday with packages for multiple residents. I’m afraid it was in that batch Friday - scanned then maybe they realized they need signature, got distracted with other packages delivering to reception then just forgot? And now it’s somewhere with ups but scanned and logged as already given to me

 

[madamhermes]

Yes, I know my situation was different, but I was sharing it in order to show that you can take a problem to Hermes without being blacklisted (frankly, if any company would blacklist you for contacting them about an order that wasn't delivered, would you want to do business with them again anyway?). Since the package is missing, your first step here is to contact Hermes and explain the situation. See what they say. Hopefully they take it up with UPS and refund your money. While UPS or your apartment concierge appears to me to be at at fault here rather than Hermes, Hermes has a contract with UPS and will get better results from contacting them than you will if you do. If they don't issue any resolution, I would initiate a dispute with your credit card company.

Thanks- agree. Just so afraid if I dispute it in last case scenario they block my account after I invested in the brand. But you have a point. I saw this YouTube of a woman who had this happen with Louis Vuitton and they didn’t believe her initially. That’s so anxiety inducing.

 

[papertiger]

I live in a Concierged Building and it says delivered to reception. It was to my home address and they log packages to our flats when received so it doesn’t matter who works. When i asked they said there is nothing in stock room for my flat and ups has not come for me.

Does your building have CCTV showing the desk and the porch areas? Most concierge flats usually have for the protection of their staff and security of their residents.

If reported as a crime, the police could use CCTV (make sure they go an hour either way because sometimes security don't alter GMT to BST or back - this is from experience). Even a wiped CCTV is suspicious as it's usually kept 30 days before deletion.

I'm sure you've already done so but get the exact time from UPS (usually they film their own deliveries anyway to protect their own staff). Find out who was on desk duty at the time.

If this is a H deny/UPS deny incident, then escalate, because your cc or insurance will have to cover. They may ask you to report as stolen so get a crime ref # at least you may be able to get your money back.

 

[papertiger]

Thanks! I’ll see. Post room is open even today though so I spoke to them again and they’ve claimed to have done an audit of the packages and confirmed it’s not there. And they were quite defensive about pushing me back toward who I ordered from and UPS. And they reminded me they legally have no responsibility and they said they don’t sign for anything and so if UPS had asked for signature they’d of let them upstairs (that has happened before) and so I don’t know. I live in a large complex where ups come everyday with packages for multiple residents. I’m afraid it was in that batch Friday - scanned then maybe they realized they need signature, got distracted with other packages delivering to reception then just forgot? And now it’s somewhere with ups but scanned and logged as already given to me

UPS, like other delivery firms are on a timer. If a package says signature needed, they'll find someone for a sig. pronto or take a phone-shot of them having delivered.

Best of luck, and please let us know.

 

[madamhermes]

Does your building have CCTV showing the desk and the porch areas? Most concierge flats usually have for the protection of their staff and security of their residents.

If reported as a crime, the police could use CCTV (make sure they go an hour either way because sometimes security don't alter GMT to BST or back - this is from experience). Even a wiped CCTV is suspicious as it's usually kept 30 days before deletion.

I'm sure you've already done so but get the exact time from UPS (usually they film their own deliveries anyway to protect their own staff). Find out who was on desk duty at the time.

If this is a H deny/UPS deny incident, then escalate, because your cc or insurance will have to cover. They may ask you to report as stolen so get a crime ref # at least you may be able to get your money back.

Thanks for the detailed recommendation and yes we have cctv only in the space where residents collect packages, not where staff scan them (I asked) and I haven’t collected lol I will wait till Tuesday to see what H say. I just hope they don’t accuse me of lying or deny because then I’ll need to do what you said and on top of that it’ll ruin my feelings for the brand I spend so much money with.

 

[madamhermes]

UPS, like other delivery firms are on a timer. If a package says signature needed, they'll find someone for a sig. pronto or take a phone-shot of them having delivered.

Best of luck, and please let us know.

I’ll update you gals next week on what happens! Thanks for your input.

 

[acrowcounted]

In the US, it’s not uncommon for UPS to mark a package as delivered even though they didn’t deliver it and then they actually deliver it the next day. I suspect it has something to do with dishonest delivery people trying to falsify that they met timelines they couldn’t meet.

 

[madamhermes]

In the US, it’s not uncommon for UPS to mark a package as delivered even though they didn’t deliver it and then they actually deliver it the next day. I suspect it has something to do with dishonest delivery people trying to falsify that they met timelines they couldn’t meet.

Yes you’re right- I’m American so I recall (I just live in UK) I’ve never seen that done here over the years here but maybe the holiday weekend is cause for something new.

 

[madamhermes]

Update: Hermes said they called ups to open an investigation and that it’ll take 10 days and to not worry. Let’s see then.

 

[madamhermes]

Crazy update: Hermes have asked for signed declaration from concierge that they never received package before they agree to refund me. But my building don’t want to sign it because they don’t want to be involved. They feel if ups were supposed to deliver to my door and failed it’s on them- not for concierge to prove they didn’t steal it or never received it. Hermes flipped it around and said if they don’t sign then concierge look guilty. Ups then came to my building and tried asking them to return it- accusing concierge of having it! Concierge called me and it was very distressing. Now I feel Hermes want me to force concierge to sign some legal declaration but I have no control, just to get refund. THEN ups told Hermes that some man with a name signed my package in concierge and my building said that person doesn’t exist. I have no clue what to do.