My complaint:
The reason I opened the complaint,because the parcel was not received and on Hermes website it is states it was delivered and signed by household member.It also states that they are conducting Covid safe deliveries.The time it shows delivered we were not at home so we could not signed for the package.So the Terms and condition it states Hermes guidelines for coronavirus. :
-If a signature is required, our courier will knock on the door and step aside to allow the customer to answer. The courier will then take a photo of the parcel in the open doorway as proof of delivery.
Proof of delivery:
13.1 You accept that the following records will be proof that a Parcel has been Delivered:
13.1.1 the Recipient’s signature (including HHT signature) for the Parcel if the Parcel has been Delivered to the Address;
13.1.2 a Neighbour’s signature (including HHT signature) for the Parcel if the Parcel has been Delivered to a Neighbour; or
13.1.3 a Safe Place Photo; or
13.1.4 a drop card for the Parcel if the Parcel has been left in a Safe Place.
So the tracking shows on their website that my parcel was signed for and the proof they attached was a GPS location of my street!!!
Hermes Policy clause 1.1.14:
Geolocation means the virtual perimeter of the boundary of the Address that we will try to deliver the Parcel to.
So how is the GPS locator is a proof of delivery!!?
They breached their own terms and conditions,as I was asking for the any of the above mentioned proof’s,but they never was able to provide just saying that and I quote: Following your query I have checked the details and can see that the signature was obtained as handed to customer for the parcel as per the Hermes guidelines for corona virus.Click on view full tracking details; enter your post code, after that click on view delivery signature which will show the proof of delivery.As we have checked the courier is compliant so we are unable to investigate further due to the policy and procedure.
How can they get away with this???
Suggested solution:
I want to see the proof of delivery according to they Terms and conditions!
See the photo any of us with the parcel,Safe place photo or any photo at all!
