My complaint:
I ordered a drill from Wish, which was never delivered. Both Wish and the carrier Hermes refuse to take responsibility. Passing my complaint from one to the other. Here are their final answers.
Hello Niles Stephen Wort,
Thanks for bringing this to our attention, I understand how frustrating this is that you paid for the electric screwdriver but you did not received it as hermes was suppose to take photos to prove that the item was delivered.
As it shows, the tracking information s that your item was delivered to the provided shipping address to NILES WORT at 3 BURROWS CLOSE NARBOROUGH LEICE STER LEICESTER UNITED KINGDOM LE192RG. Since we are unable to issue refunds for items with ed delivery, we highly recommend following up with the carrier andor your local post office for assistance in locating your package. You will need to provide them with your tracking number T00D7A0057207212.
If the carrier no longer has your package and documentation from the carrier can be provided. If the tracking has been updated as ‘Returned to Sender’, please let us know and we’ll be happy to assist with a full refund. Any additional information will be helpful in our investigation.
We hope this clears things up and appreciate your understanding.
James Ronald
Wish Customer Support
Good morning Niles,
I hope this E-mail finds you well.
My name is Assad and I assist with customer service queries on behalf of our Customer Service Team at Hermes.
Thank you for contacting us. I would like to begin by sincerely apologising for the delay with my E-mail and for the problems you were experiencing with your delivery.
We expect our couriers to take a photo of the parcel in a safe place with accurate geographic location, but unfortunately our drivers are under increased pressure recently due to higher demand and some having to self isolate during the pandemic. This can lead to new drivers being brought in to cover absent staff and difficult decisions being made under pressure.
You will need to let the sender or retailer know that you’ve not found this parcel and they will contact us to process a delivery dispute claim.
Due to contractual regulations we are unable to contact the client on your behalf.
The client will follow the appropriate claims process with us and we will refund them for any loss of parcel directly. They will then have the funds to reimburse you.
I understand this can be frustrating as neither you or the senderretailer have done anything wrong, but please know that we will work with them throughout the process once they make contact with us.
Once again sorry for the inconvenience this has caused.
Kind Regards,
Assad Ext 2551
Hermes I Customer Services IT Enquires Team
1 Capitol Close | Morley | Leeds | LS27 0WH
W myHermes.co.uk
I have an outside mail box, Hermes are supposed to provide photographic evidence of delivery.
Suggested solution:
I ordered this item from Wish and duly paid for it. Therefor the contract is between myself and wish. The method of delivery must be down to them. So they have got to be ultimately responsible. As I haven\'t received this item it should be down to Wish to refund me, as the have not provided what I paid them for.
