Customer claiming they did not receive there item
Hi,
Just looking for some advise regarding Customers who claim they did not receive there item and they had been in all day etc.
I use Hermes and the courier did take a picture of where he left the item and even said on tracking that it was left on the porch.
Customer agrees this is there front door but will not accept they got the item as they state “Where i live its like a alleyway and someone could come take item”. I have spoken to Hermes and all they can offer is a DOR letter to which i have to get the customer to sign it.
That has gone down like a lead balloon which the customers latest reply being “that’s your issue , i am left with no item so send me my parcel and you deal with hermes”.
More contact i have with the customer, the more i feel they maybe not so honest as no matter they respond saying “Your items and your issue and they want money or items”. If the customer wont sign a DOR letter then what are my options?
Can i win a AtoZ with tracking,GPS location,time and picture of where the items was left? or will they just say customer wins because someone stole them?
29 replies
Seller_P9WE9DmQhKbaT
They might well win an a-z but not all customers who are trying it on will necessarily go to that stage. If you hold your ground, ie something like I will refund your purchase but please will you first sign the relavant documentation provided by Hermes they might just go away.
Personally I would always let a case like this first go to an A-Z rather than refund before that stage
Seller_TX7yhVegrfOrA
That was my last contact and it’s been silent for a hour. Wish me luck
Seller_1fHHnvk41VBqA
I’ve got a very similar case to this but using DHL. Any time we’ve had one like this its always for a birthday we’ve ruined
Seller_cRzyqy7a5b5Tk
We were using the Hermes and we also got some same issues customers claiming that they have not received the item/items i.e mostly if customers ordered more than 2 products. Some of them was missing from the package. We talked to Hermes but did not get the solutions as they were suggesting DOR type something to sign. That was more costly for us so we did not go for that.
We changed the courier company, now we have not listened any complain yet. It has been almost 2 months since we changed the courier services.
The thing I want to share with you guys is that the post-men of your company(Hermes) may take away that products or misuse them. Customer may be right that they are not receiving all the products in the package. However, there are some cheater customers also.
I will like to draw your attention towards the courier company.Please once check either this is the problem with you or not from Hermes. If yes, the go and change the shipping company.
Seller_y7wlA8Npjq1Or
I had in issue with Hermes on collecting my item last week.
They arrived on arranged day took it and gave me a receipt and then started to walk away,
I shouted aren’t you supposed to scan it?
The reply I will do it at the depot my scanner is broken.
I THINK NOT!!!
I said so you will collect no proof for me the reply “you have a receipt” my reply " you’ve not scanned that either, so how will you scan the receipt and the package if I have receipt here and package is in your boot"
She looked a bit upset so I said ill have it back thanks and come back tomorrow when you have a working scanner.
I wondered how the hell she had scanned all her deliveries for the day.
Smelt like a dodgy one to me. Next day a different Hermes lady turned up. Odd they used to have fixed rounds. My last Hermes lady was awesome pity she retired of ill health.
Seller_sINj6g9FeuCHa
Some are definitely not scanning the packages. I still have an order as “running late” although I’ve received it while ago. That’s how so many packages get missing or stolen.
Seller_xDtaDZ1Iek9Fq
we just had a prime order delivered to our door… we have safe place instruction on… the driver knocked on NEXT DOOR NEIGHBOUR’s door and just left the parcel there. I heard it and open our door as I see the tracking shown delivered. However it was not outside our door. The Van still there and asked the driver where is our package, HE DENIED TO HAVE ANYTHING FOR US.
Found it on our neighbours door step.
- he went to the wrong house
- he did not wait for someone to open the door first
- he ignored the safe place instruction
- he denied he got anything for us when we asked him
Unfortunately for him, I am on chat with Customer Service for another delivery related matter; so had a very strong word and it has been escalated.
If we did not go out and find the parcel, anyone can picked up the package and made off with it. we had neighbour that took our parcel before and denied it had been delivered even though tracking shown otherwise. In this case GPS will not help as the front doors are next to each other.
However I would have no issue, if asked to sign a declaration.
Seller_xUKHc5xSYJmI4
The seller dispatches the item using a tracked service and the customer is claiming not to have received the order. Hermes usually place the item in a safe place and then push a blue card through the door saying parcel left in porch. Hermes also take a photograph of the parcel and front door. The customer is informing the seller that order has not still been delivered and isn’t willing to follow the claims process.
On a personal note I would be more than happy to follow any claims process if my order did not arrive. Saying to the seller it’s not my responsibility is ludicrous. The customer is making a claim against the courier but is unwilling to assist with the claim process appears odd.
The seller can proof the order was dispatched and delivered. If the order had been delivered to the wrong location then surely the recipient would have notified Hermes.
Seller_z6B2L9xab6HlP
Try something like this: “The item appears to have been delivered as per the GPS tracking, so the courier company would like to investigate the situation for possible criminal activities (e.g. theft, fraud) that may have been committed (e.g. by their employees). In order to assist the investigation they require a signed denial of receipt. It would be helpful for you to check with the other residents of the property whether they have received the item instead."
Seller_7WLrNxqVNqkN2
We have had Hermes deliver to us and they dont even ring the bell, they leave on the door and run! leaving the world to see it and someone around our area knows this now and goes around stealing the parcels.
