Parcel delivery from Hermes

[riptide]

I ordered an item from a website with a base in the united kingdom on the 23rd November, the main supplier being in Germany. It was sent through Hermes Germany and arrived in the United Kingdom on 10th December, 2010. Hermes UK then sent it out to their couriers twice on the 13th December and for some unknown reason went back to Hermes Depot on 17th December for the label to be reprinted. Have checked on the tracker today, 29th December, still being reprinted, unbelievable. I am not impressed with this company, they they will not talk to me and it has to be handled by the sender in Germany, who I must say has tried to help, but to no avail. The sender in Germany has said they will not use them again, but does not help me as I am stuck in the middle.

Anyone had the same problem, how long do I have to wait before I can say, can I have my money back. Can I get my money back as it is Hermes not the supplier who is the problem.

Thanks.

[maclarencat]

Is this something you bought privately or on ebay?.If it is ebay it is easy to get your money back from the supplier All you have to do is lodge a dispute and if the supplier cannot prove it was delivered (not sent but delivered) Then you will get a refund. If it was a private purchase it may be harder. You can ask the supplier for a refund but I would think that UK law does not apply in Germany.

[ojread2]

How much was the item?

[ojread2]

and have you tried to contact the seller and/or Hermes?

[riptide]

It was bought through a website in the united kingdom (not ebay) and paid in sterling, not cheap £180.00. Unfortunately there are three parties involved the UK supplier and the manufacturer in Germany. The sender in Germany is the only one who Hermes will have contact with and they have been onto them several times and the supplier in the United Kingdom has been in constant contact with me. Hermes is the problem here and I am beginning to think they have lost it. I am really not sure where I stand but will never again buy from a website where the item has to come from another party overseas, nor would I ever use Hermes.

Thanks for your comments.

[Prudie]

Hold out hope a little longer as it has been at the depot since 17th and then there was Xmas and the snow. I am still waiting for 2 things from Amazon that they dispatched on 8th and17th Dec.

[DTCwordfan]

Have you tried contacting Hermes in Paris - they are a quality company who have very high standards; they won't like this and I am sure would help you out. If you speak French it helps, but they have plenty of English speakers.....

[maclarencat]

If you purchased from a UK base your contract is with them. They have not supplied you with the item you purchased so you are entitled to a refund. They have the dispute with the supplier in Germany who in turn has a dispute with Hermes. You need to tell the UK company you want a refund. If they are UK based they will be subject to UK law so if the refund is not forthcoming you can take them to the small claims court and you would win as they would have to prove you had received the item which you have not. The fact that it is Hermes is of no concern to you. Your contract is with them not Hermes. Unless you instructed Hermes to collect on your behalf.

[gina32]

trouble is hermes are used by a great deal of companys for sending parcels, next being one of them

[ojread2]

what website riptide?

[boxtops]

I believe that it's like DHL or Parcelforce, your argument is with the people you bought from, not with the delivery service.

[riptide]

Well thanks all some very interesting answers. I am a bit annoyed with myself really because i do not often buy online, but decided to try and get a bit fitter so decided to buy a good quality rebounder(mini trampoline). I found a website in the united kingdom, not really keen on giving name at this moment in time as the lady who runs it has done her very best to try and sort it out for me with the German manufacturer of the rebounder, who I must say has also apologised for the delay and has tried to help. I paid in sterling thru paypal to the women whose website it is, presume a one man band as has a house address as uk address and she is based out in Greece teaching, she has sent me her video. When I ordered it on the 23rd November, she said it would probably take 5 to 7 days to get here. As we have had Christmas and the New Year and weather problems on both sides of continent have told them I will be in contact in the New Year about it. I shall ask them once again to contact Hermes as they will only talk to the German manufacturer who sent it. I am of the opinion that either Hermes have lost the original address label, otherwise why is the last entry on the tracker showing "label being reprinted", it is damaged, or they just cannot be bothered to send it out at the moment. When you check Hermes out on the internet there are a lot of complaints. I can but hope that it will be sorted or I get some sort of refund.

[maclarencat]

Hi
Glad you have it sorted. For future reference if you pay using Paypal you can always lodge a dispute with them and they will refund your money if an item doesnt arrive. I use Hermes a lot and have found them to be very good 99% of the time but we have had some late deliverys because of the weather. Dont be put off buying online I think you have been unlucky and when reading peoples comments about companies remember they only usually leave a comment if they have a bad experience and the hundreds of good ones are not known.