Tresspassing or standard procedure
Received this message from a customer today, been trading for 7 years and I have had complaints about items being left in the dustbins or behind plant pots but putting it in the back garden is that really a problem?
Can I ask which courier company you used as twice now we have had a delivery person unlock our back gate to leave a package . They have to reach over to unlock this so we are getting very concerned as we have never given permission for this.
I probably should have just passed the contact details for the courier but I responded as follows.
I am sorry to hear about the issue you have described.
It is standard procedure for the courier to leave parcels in a back garden when no one is home to to evoid the hassle of ot getting returned to the sender, however I do understand that sometimes customers may not be comfortable with it.
The courier service for this parcel is My Hermes you can contact the live chat by going to: …
I thought that would be the end of the story but given her response I can see a nice negative feedback coming:
I don’t believe ‘standard procedure’ involves trespassing ! This is something I will be taking further. I suggest if you believe this is standard practice then you need to inform your customers before they buy that the delivery company will trespass . I will making a complaint to both the delivery company and amazon .
On a personal note I prefer the courier open my back gate and put it in the back garden when I am not around, it annoys the hell out of me when I have to chase redelivery and go down to the post office, just wondering what your thoughts are and whether the courier was in the wrong here?
Tresspassing or standard procedure
Received this message from a customer today, been trading for 7 years and I have had complaints about items being left in the dustbins or behind plant pots but putting it in the back garden is that really a problem?
Can I ask which courier company you used as twice now we have had a delivery person unlock our back gate to leave a package . They have to reach over to unlock this so we are getting very concerned as we have never given permission for this.
I probably should have just passed the contact details for the courier but I responded as follows.
I am sorry to hear about the issue you have described.
It is standard procedure for the courier to leave parcels in a back garden when no one is home to to evoid the hassle of ot getting returned to the sender, however I do understand that sometimes customers may not be comfortable with it.
The courier service for this parcel is My Hermes you can contact the live chat by going to: …
I thought that would be the end of the story but given her response I can see a nice negative feedback coming:
I don’t believe ‘standard procedure’ involves trespassing ! This is something I will be taking further. I suggest if you believe this is standard practice then you need to inform your customers before they buy that the delivery company will trespass . I will making a complaint to both the delivery company and amazon .
On a personal note I prefer the courier open my back gate and put it in the back garden when I am not around, it annoys the hell out of me when I have to chase redelivery and go down to the post office, just wondering what your thoughts are and whether the courier was in the wrong here?
78 replies
Seller_mBENc0rmDmw5W
If that is trespassing then all delvery persons including RM posties will be guilty.
I assume that by ordering an item online with delivery the permssion to leave the package is given.
Customers are peculiar creatures at times 
Seller_B4VbHpnDLDLAU
The problem we have is nobody wants the same method of delivery, some are happy for someone to go into garden to leave others hate this, some like it left in bin, some don’t, some like it not to be left some want it left.
I had it once where we had 2 complaints in same day about our courier from customer, first said why has the delivery man felt the need to leave the parcel when this is a security risk, and the next was why was his parcel not left.
You can never ever win with this.
Seller_wRGBSSwJnzaDE
Some people want something to moan about. I’d be perfectly happy with a postie leaving something in the back garden so I didn’t have to rearrange delivery or collect from the depot.
Inform your customer that if they have any special instructions regarding further deliveries these need to be made clear at time of ordering.
And ask them how they cope with window cleaners.
Maybe forget that last bit 
Seller_6sxtIS0RbZ5k7
I wouldn’t want someone unlocking an otherwise locked gate, what if it is locked to keep the garden secure for a dog or children?
That said, has the courier actually unlocked it or maybe just dropped the parcel over? I used to have gates that couldn’t be opened from outside and was happy for couriers to do that.
Seller_Rkf2znCXtSZpI
They should nominate a safe place they are comfortable with. That would avoid couriers opening back garden gates which does not seem correct…I would’ve expected they would just throw it over .
If they are that worried they should install CCTV/RING. Its pretty affordable these days.
Seller_MFzLD0Rys6jOi
Everyone is different and I don’t think it’s unreasonable to say that I don’t want a delivery person to enter my back garden.
Seller_Rds42gzScDQFa
If this was done to me I would raise concern and object. That said, the side entrance to my garden is always locked to prevent Mr. Burglar and any other undesirable from swanning in as they please. If your customer objects to delivery personal entering their garden I would suggest that they keep the door locked to prevent this. Some crazy people around for sure. My opinion is they have far too much time on their hands.
Seller_lljyzgTxr5fgI
You might want to speak to Hermes about this one because (and we have experienced this) when you send a parcel with Hermes, it is accepted as part of your agreement that the package can be left in a safe place or with a neighbour unless you advise differently. If you do, quite often the package will come back to you. However, the answer we have found is to incorporate the instructions (for any courier) into the address label you print. For example, we might type "Mr J. Bloggs, 3 The Grange (do not leave with a neighbour or in a safe place) or 3, The Grange (please leave in the blue shed), Tinseltown etc etc. It gives the driver clear instructions what to do or not to do. We started doing this after Hermes left a parcel in the “blue bin” at the side of the house…which happened to be the recycling box and the council took it away !! We have not had a problem since
Perhaps just contact your customer again and advise on Hermes policy, which you didn’t know about, apologise again and ask them to remove the negative feedback. Also say in future, you will add details of customer’s delivery requests if provided with them. Good luck 
Seller_lplZIMdO5UBa7
I can see both sides of this one.
TBH, If they’re tried the front door or primary access point I’m surprised they’ve gone to the trouble to go round the back ( as the message implies), found the correct gate and opened it.
I wonder if the gate is numbered?
Cant see their trespass claims getting too far though. 
Seller_Wqg5EgqxuOwDD
I’d be livid. I keep my gate locked as I have 2 dogs. If I wanted all and sundry to have access to my garden I’d leave the gate unlocked .
