Hermes collected my FBA inventory instead of UPS
So, unfortunately a relative of mine has wrongly handed over a very valuable (to me) box to the wrong courier, which was full of FBA inventory and ready for UPS collecting it. The same day Hermes also turned up to collect a standard return from a retailer. Neither I nor my relative were aware that Hermes were due on that day.
I wasn’t home at the time of collection and left my relative in charge, since she has handed over to UPS for FBA inventory, many times previously.
However, when the Hermes driver arrived first and said he was here to collect a parcel for Amazon, she handed my UPS boxes over to him by mistake.
As most of you probably know, it literally is impossible to speak to a human being at Hermes, so I’ve no way of finding out where he took the boxes to.
The boxes were plastered in pre paid UPS address labels, containing the fulfillment warehouse address in Widnes… As well as my house as the return address.
Has this ever happened to anybody else? And if so, do you have any advice on how to pursue the boxes?
Did the boxes still end up being delivered to the intended destination, or were / will they be returned to me?
My feeling is that I’ll never see them again, and it’s causing astronomical amounts of stress for me and my relative.
I did create a collection request for Hermes shortly after, and it was the same driver. However it was like trying to get blood out of a stone to get him to even give me which depot he took the boxes to. He said Kirkham, LANCASHIRE - but there are no hermes depots or hubs in Kirkham. I saw him again delivering to a neighbour and asked him if he’d followed up on it for me, but said he’d forgotten, and would be back tomorrow… This was 8 days ago.
I guess I’m just reaching out to you guys in the faint hope that someone will be able to offer something positive for me to think about.
Any help would be greatly appreciated.
Best regards,
18 replies
Seller_bbq8eA650G6ER
According to our Hermes account it says
We have a dedicated phone line to our UK contact centre for customers sending parcels via Hermes: 0330 808 5456. Lines are open 8.30am-4pm Monday to Friday and 8.30am-2pm Saturday.
Might be worth a try.
Good luck & hope it turns out well for you.
Seller_lljyzgTxr5fgI
It is likely that the courier was not a Hermes employee but a self employed, sub contractor. As I’m sure you are aware, when any of the couriers come and collect, they should scan the label on the box, there and then, to confirm collection. It is impossible for them to scan another courier’s label as they are all different. We have Hermes drop off’s and collections, especially during lockdowns and (whilst I know our Hermes courier very well) he always scans on site and leaves a card to say so, regardless of knowing me.
I presume you have all the original details of the package and (ideally) can reprint a copt of the label? If so, my own route would be an LBA (Letter Before Action) to Hermes Chief Executive (you can get the details from Google). Your letter should state what has happened, what is in the package and it’s value and the attempts you have made to rectify the problem. The letter should also state that you will instigate action in your local County Court (Small Claims, Fast Track) within 14 days of the date of your letter if the issue is not acted upon.
At the end of the day, it is effectively theft. The courier would know full well that he could not accept a parcel originally destined for UPS. The labels are completely different and his scanner would just have bleeped at him. There is no excuse therefore for not returning the items to you after all this time.
The Small Claims Fast Track process is very easy to use and not expensive. It might not be the route you want to go down but it might be the only route left available to you. However, try the LBA first; threaten the legal action and follow through with it if you have to. Good luck.
Seller_amUAzjvL5uIzu
The Hermes hub is in Kirkham its Hermes,Preston.
Seller_NoMNQDGnEW5Bx
have you tracked it just on the off chance common sense has prevailed and they’ve passed it to ups?
Seller_JcPDFivdut5IY
I Have these details from an issue I had with them last year,
Hermes CEO Complaints Department
Hermes | 1 Capitol Close | Morley | Leeds | LS27 0WH
myHermes.co.uk | T: 0344 522 7792
Seller_xqh06TqmYkJeW
Arrange a Hermes collection and ask the driver. They all know each other. Also the Hermes drivers probably operate out of a local self store. Easy to track down.
Seller_n33KwLeg9XOvi
Hermes will probably never be able to locate it now as they will not recognise the tracking on the box. It is more likely that the box goes off to Auction like all the other problem boxes with Hermes and other couriers - Sadly
Check here to see if you can find your item
Seller_VoqEfZDxAYsk5
I had a similar problem but it was DPD that took two boxes, one was an FBA box and one was an ebay sale. All boxes were the same size etc but had different labels.
They didn’t ever find them but I got reimbursed for the amount I said it was worth £300, I explained I took the average sale price of the books that were in the box. They didn’t ask for a list, just paid out. I did have the driver on camera holding the wrong boxes though as he took from the reception of the business centre.
With Hermes and their huge lack of customer service, I imagine you won’t ever hear anything and won’t ever get anywhere, but good luck. Try explaining what was in the box and that you will take the matter further if you’re not reimbursed or have your box returned, but without evidence it might be hard to argue.
Seller_HCpo0962k5gHX
You don’t need to call Hermes, go on their website and use the chat method. Someone will get back to you. They have solved many of my problems through chatting. Trying calling them is a waste of time.
Seller_QOwDDuKmoItYH
The thing with this is, this driver probably should not have collected it - it didn’t have his label on and it could not be scanned… tell the guy that collected it you have been patient but you are going to have to make a formal complaint if he can’t help you, like now! Even if that means he just goes back, tells his gaffer and asks the main guy at the hub to phone you and tell you what happens. Have your name, address and number on a piece of paper along with anything else and give it him and tell him if you don’t get a call to discuss you are going to have to make a claim - hopefully the human approach will work. Good luck
