In February, I bought items from justmylook.co.uk for a total of £70. I waited a long time for the delivery so enquired with the retailer to see where it was.
It replied with the tracking details from Hermes. Attached was a picture of my parcel in the bin which was then emptied.
It didn’t leave a note through the door saying where it was, I don’t always check my emails nor did I tell them to leave it in my bin either.
They are refusing to refund or replace. Why should I go without because of their mistake? L.C., via email
One consumer revealed her parcel was left in a bin and then emptied without her knowledge
Grace Gausden, consumer expert at This is Money, replies: You were left in a rubbish scenario after Hermes, the delivery firm, left your parcel in your bin with no explanation.
After ordering some clothing from Just My Look online, you realised you had been waiting sometime for the delivery and decided to contact the firm to chase it up.
It sent over the tracking details, which you say you hadn’t received, from Hermes which showed a picture of the parcel in your bin.
Not long after the delivery of clothes was made by Hermes, your bin was emptied, with the package inside – leaving you in a wheelie frustrating situation.
You had no idea the items were put in the bin as no calling card had been put through the door to advise that a delivery had been attempted whilst you were at work.
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Usually, these notes will tell the customer whether they need to re-arrange delivery, if the parcel is with a neighbour or, in your instance, whether it has been hidden somewhere nearby.
You said that since February, you have been going back and forth with Just My Look to try and get a refund or a replacement.
However, the retailer told you that as Hermes said it was delivered, that’s that and you’re not getting a replacement or a refund.
Obviously, this is incredibly frustrating as you were not advised the parcel had been left in your bin nor do you have a habit of checking them without due cause.
Hermes says on its website that if a safe place hasn’t been chosen but there is somewhere safe to deliver the parcel, it will leave it there and include a photo in the delivery notification email.
However, clearly leaving an item in a bin and then not informing its customer does not constitute as ‘safe’.
I contacted Hermes remarking on this and fortunately it recognised its mistake.
Hermes said it is not longer using calling cards and all communications will now be digital
A Hermes spokesperson said: ‘We have apologised to Ms C for the inconvenience and this delivery to what was clearly not a safe place and we will address this with the local courier.
‘We can confirm that Ms C has now received a full refund from justmylook.co.uk. Customers experiencing delivery issues should contact their retailer in the first instance, who will contact Hermes on their behalf where necessary – this is industry standard.
‘Please note that Hermes has not used “calling cards” since the start of the pandemic as part of its commitment to “contactless delivery” and all delivery communications are now digital.’
It added that instead of calling cards, customers will now receive an email or text either from their retailer or Hermes.
However, there has been a reported rise in scam texts from parcel firms going round this year.
These texts will say a parcel is waiting for a customer or a delivery has been unsuccessful, for example, before then asking customers to click on a link and hand over financial information.
Many appear to be genuinely from Hermes, Royal Mail or DPD, for example, meaning some customers may be unlikely to open or check these texts as they could believe they are fraudulent.
Hermes also said it had emailed you but, as you have said, you don’t check them regularly and sometimes these will end up in junk mail meaning they may not be received.
One thing customers can do is set a safe place with Hermes and other couriers either through its app or online so that, hopefully, in the future, scenarios such as yours can be avoided and you won’t be binned off by your delivery firm.
A Samsung customer was left frustrated after his computer monitor stopped working
Hit and miss: This week’s naughty and nice list
Each week, I look at some of the companies that have fallen short of expected standards as well as those that have gone that extra mile for customers.
Miss: This week, Samsung has been called out by customer, Christopher.
He said: ‘I bought a £350 computer monitor from Samsung UK direct from their online shop in mid-February. It developed a fault about five weeks into purchase so I sent it away to be repaired under warranty.
‘After the manufacturer shipped faulty spares to the approved service centre on two occasions, the monitor was returned to me with an identical fault a few weeks later.
‘What followed was perhaps the worst customer service I’ve ever seen. No call backs were honoured and complaints were not dealt with properly.
‘As a consequence, I chose to execute my statutory rights under the Consumer Rights Act 2015 – namely that if, within the first six months of purchase, a repair on a faulty item is attempted by the vendor and it fails then a consumer is entitled to a full refund.
‘I asked for this quoting my statutory rights but was repeatedly denied.’
I contacted Samsung as you were correct in stating your consumer rights when contacting the firm and should have received a refund.
A Samsung spokesperson said: ‘We have looked into this case and we can see that errors were made in the handling of the customer’s claim for a refund.
‘Samsung are now arranging contact with Christopher to offer a resolution and an apology. At the same time, we are looking into how this has happened as excellent customer service is of the upmost importance to Samsung.’
You confirmed you were offered a £100 voucher at Samsung store as compensation – but when you tried to use it, it didn’t work.
It also offered a refund in exchange for the faulty screen but you explained that you eventually went to your credit card firm who gave you a full refund.
I have contacted Samsung again to chase up when you will be able to redeem your voucher – and will be monitoring their response closely.
Hit: After criticism by a customer of Nationwide last week, this week another is coming forward to praise the building society.
Mrs Brehm said: ‘I have been having untold trouble with Love Holidays over a refund due from a Covid holiday cancellation.
‘They have constantly brought excuses as to why they could not refund £1,218 owing to me.
‘In desperation, I contacted Nationwide, whose credit card I used to pay the money to Love Holidays.
‘Unbelievably, I completed the online form to claim under Section 75 and the following morning I had a telephone call from Nationwide confirming they would deal with it.
‘Seven days later, the money was refunded to my account. A first class service by Nationwide credit card services. They deserve a round of applause.’
Whilst you might not love your holiday firm, at least you’ve found success with your bank. Hopefully it won’t be too long before you can travel again.
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