Hermes problems

[Foxyflugel]

Hi All

I need to post on here as I have not experienced this situation previously.

My elderly mother has sent an item back to the incorrect company.

She returned item no 1 via an ebay pre paid label - via Hermes.

Item no 2 - she has obviously experienced some confusion and paid for this to be returned via Hermes (I used the address she had written on the manual label) - this is not the correct address for item no 2 - it is the same address as for item 1!

The company have refunded her monies for item 1 - however, they are saying that they cannot trace item 2 - even though Hermes are saying that they delivered it on 14/2/22 at 9.23 am and provided pic evidence .

I've told the company that they need to trace this item or I will escalate it further - either way - I'm thinking someone has made this item 'vanish' be it Hermes or this company.

Where does my Mum stand on this as she selected the £25 insurance, however, Hermes are saying that they have delivered it to this company - who claim they cannot trace it!

Any advice welcome as always.

Thanks

Foxy

[echat11]

Post is a bit confusing. Were both items delivered to the same company?

'My elderly mother has sent an item back to the incorrect company.'

[Foxyflugel]

Hi Echat11

Yes they were but only one of the items was purchased from there. The other item should have been returned to a different address.

[echat11]

How were they paid for?

[MIKE770]

hermes must have a signature from whoever they delivered to?

[Foxyflugel]

They've posted a pic on the tracking service no signature. I paid via my Hermes account for the package that they have lost. The correct item they sent a return label via ebay message..I believe this is where Mum got confused...as my brother in law sent Mum the QR code for me to print the return label at the shop..so she never saw the actual address.

[echat11]

Yes, but did you pay by debit card, credit card or PayPal?

[Foxyflugel]

I paid with my debit card. I also paid the little extra for the insurance up to £25 ...the item was actually £30. I'm guessing i can't claim as they say it has been delivered?

[echat11]

I paid with my debit card. I also paid the little extra for the insurance up to £25 ...the item was actually £30. I'm guessing i can't claim as they say it has been delivered?

Contact your debit card / bank provider, explain the situation, see if they can help regards a 'chargeback'.