Contact Amex. I am in the US, and concierge buildings always have a sign in procedure for packages. But, it’s not your job to track this
Hermes order did not deliver
- Thread starter _queenbee
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Thanks. I spoke to Amex as my CC bill is due soon and they explained the procedure. I just wanted to give it a chance with Hermes to work it out so that it’s all friendly. They sounded very empathetic until concierge wouldn’t sign their form, then suddenly Hermes began asking me what they’re hiding? I tried explaining that I think they just don’t want to have staff signing legal documents for packages they didn’t receive and that on their end it’s not their job to prove they don’t have it. Then Hermes kept asking “what do they have to hide?” Which is a bit provocative in my opinion. Just because they won’t sign doesn’t mean they’re hiding. But I can’t force them and it feels like I’m being asked to strong arm my concierge where I live which would make my home an uncomfortable place. I’m still baffled that UPS seemingly invented a name of someone and claimed that’s who has my package as well :o btw our concierge have a procedure as well- when UPS came here, they told them a package was not here for me on that day- (tracking doesn’t even show it entered my city!) but Ups didn’t accept.
^So if this is the procedure, I'm not following the concierge position stated in post #45: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.
"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."
Either they receive and log packages to your flat, and hence routinely are in the chain of custody, or they don't and aren't. It can't be both. Something isn't adding up--
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Dispute it with your credit card. I had a missing package from H which was never delivered. The courier would not allow me to dispute the charges since I wasn’t the sender so H had to dispute the charge. In the end I was refunded but I would have disputed with my credit card before the deadline and showed proof via tracking. If the tracking shows it never came to your city screenshot it.
Sorry I don’t follow? Yes when I get a package I get a notification that something has come and I collect it. In this case the package never came and concierge say they don’t have this package. Hermes are asking concierge to sign some sworn legal document with specific names of whoever was working the day ups claims they delivered (even though tracking doesn’t even show it entering my city & simultaneously says delivered to concierge/ reception but there isn’t a signature) to say the concierge person working didn’t receive this package. Concierge refuses for a multitude of reasons- some of what I mentioned above. But also I guess now ups has said a specific person and even gave a name- concierge said that person doesn’t exist on staff. They are willing to provide letter stating that person doesn’t exist but they won’t sign some document from Hermes.
It's not sworn, and it's not a legal document; it's just a statement they're asking for, as corroboration of your description of the events. That said, I agree with others who advise that you get your CC company involved now, and step away from the back-and-forth.
Yes I’m just about to do this if I’m not refunded this week. I wanted to avoid this to not ruin my account. But I can’t take the stress and I now feel like a mediator between my concierge, UPS & Hermes. Hermes call me with “ups said xxx” then I go talk to concierge and then call Hermes back with “concierge said xxx”
Oh ok- because H said they’ll give it “to their lawyers” and they also asked for copy of my ID which I provided.
Yeah, I don’t think it is your responsibility to mediate and I also don’t think it is your responsibility to advocate on behalf of your concierge with Hermes. UPS should conduct a proper investigation and report back to Hermes. Unless they believe you received the item and are attempting to defraud them, you have no role in this.
Why on earth would they need your ID? What position does the person at Hermes hold that you are dealing with?
Why on earth would they need your ID? What position does the person at Hermes hold that you are dealing with?
Just a customer service rep - they keep telling me what ups says and then ask me to go speak with concierge. It’s exhausting and I don’t know why they need my ID. I just gave because I thought it’ll get my refund.
When I lived in the UK, we paid a common charge to our building that paid for things like the concierge. However your building amenities are managed, I am certain you pay for them in some way. If concierge service includes receiving, signing for, and logging packages, this will not be their first UPS dispute, and they should provide information to both shipper and UPS: either the package was signed for, or it wasn't. If it was, does that person exist on staff? (We all know UPS drivers will occasionally forge a signature.) Honestly the building should be ok even signing an affidavit of whatever they believe to be the case.
This Hermes CS person should not be making you do the legwork, either. At this point I'd let Amex sort it out. That is what the annual fee is for. And no, Hermes won't get mad at you. It's a $200B corporation, not a person. This happens for them all the time.
Today my building manager explained that yes they’ve had many disputes with parcels and for this reason they do NOT sign for anything - if UPS asks for signature they send them to the residents door. They said most of the time ups just drops packages without signature and occasionally there is a delivery requiring one - then they direct them to the flat and let them inside. They said no parcel came- tracking shows it never even entered my city. It was UPS that magically said 3 weeks later some person with a name we’ve never heard of, signed for it (even though there is no signature recorded- just a dot). My building manager gave me a letter today, stating no one by that name works at the building and no one signed for a parcel on that day for me. But they don’t want to sign Hermes affidavit for whatever reason.
Called Amex and they said this is all insane and as you all have said, it’s not my job to play mediation. They advised i wait 2-3 more days for Hermes to confirm whether they’ll refund me based on what I’ve already done for their investigation. And if they refuse- then I have more than enough evidence for Amex to take it on at that point as Hermes asked for me to sign an affidavit and I did and they said in writing that a refund was contingent on me supplying that. They also asked for me to get the concierge affidavit but Amex said they can’t withhold a refund on the basis of my ability to control a third party especially when I supplied a letter that confirms no package was delivered and no employee by the name UPS gave works here- Amex feels that should be enough and if it’s not - Hermes have counsel for that- not me. Thanks for your advice. I have hated this stress. I didn’t want them to think I was lying if I failed to help.