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  • FIRST POST
    • ANNA
    • By ANNA 10th Jul 17, 6:42 PM
    • 149Posts
    • 21Thanks
    ANNA
    Is MyHermes about to go bust?
    • #1
    • 10th Jul 17, 6:42 PM
    Is MyHermes about to go bust? 10th Jul 17 at 6:42 PM
    MyHermes seem to have lost the plot and don't seem to care about that!

    I've done a search but found nothing, so is there a sub-forum with MyHermes staff representation on it?

    I've sent many parcels with them sucessfully, but now I have a parcel that has been at the end stage of the delivery chain for 10 days! Yes, that's how long the local courier has had it, with only one attempt at delivery on the first day, although my recipient disputes even this try, as she is home 24/7.

    It is a small, lightweight parcel.
    It is a normal residential address.

    I opened an enquiry via online chat and they promised to refer it immediately to the investigations team, who would get back to me within 24/48 hrs. This they failed to do.

    I tried to call MyHermes today but "technical difficulties" were what the recorded voice stated after I keyed in the parcel barcode.

    There's no update on my ebay a/c or Hermes a/c. My ebay buyer also had no success trying, citing the same "technical difficulties".

    I had to do online chat all over again today as the only method open to me to chase it up, and they had the cheek to mark the new case as "resolved", and raised my buyers hopes in vain when she checked today.

    I suspect the online chatter had targets to meet.

    I fear that if I push them too hard, my parcel will appear as "lost", when the reality is that their local courier hasn't tried to deliver it since 01 July, if at all.

    What can be the matter with the Hermes system? My parcel went from one end of the country to the other in 2 days, only to be hogged by a inept, inefficient or lazy local courier!

    I'm so frustrated and annoyed. My eBay buyer was looking forward to her parcel.
Page 2
    • bxboards
    • By bxboards 13th Jul 17, 6:33 AM
    • 1,244 Posts
    • 985 Thanks
    bxboards
    A single missed collection depending on number of parcels could potentially lead to a sellers account being restricted based on the late metrics.
    Originally posted by soolin
    No, you are confusing dispatch with delivery.

    As long as the MyHermes tracking numbers are entered into the system before the dispatch date (ie sold date + working days stated in listing to send) this would not happen.
    • soolin
    • By soolin 13th Jul 17, 7:20 AM
    • 58,873 Posts
    • 41,709 Thanks
    soolin
    No, you are confusing dispatch with delivery.

    As long as the MyHermes tracking numbers are entered into the system before the dispatch date (ie sold date + working days stated in listing to send) this would not happen.
    Originally posted by bxboards
    Are you sure about this as there is some confusion about this in the seller boards. We are not assessed on dispatch time (despite what eBay tell us) but on when item is delivered and if tracking shows item was late then we get a late. Up to now eBay have recognised that RM don't upload quickly enough on delivery and will manually remove any lates where dispatch time can be proved if a seller phones up to complain, but this concesssion is about to be removed.

    I have a late on a shutl item that went one day early but seemed to stick in the MyHermes system for no apparent reason that item was sent a day earlier than I had stated That was on my private account though and when I phoned to have the late removed eBay would not remove it as tracking showed item arriving a day past the last estimated delivery time.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I'm a volunteer to help the boards run smoothly, and I can move posts there. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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    • bxboards
    • By bxboards 13th Jul 17, 7:30 AM
    • 1,244 Posts
    • 985 Thanks
    bxboards
    Are you sure about this as there is some confusion about this in the seller boards. We are not assessed on dispatch time (despite what eBay tell us) but on when item is delivered and if tracking shows item was late then we get a late.
    Originally posted by soolin
    Yes, absolutely sure. Ebay needs to see a scan showing carrier acceptance, and provided that scan is in the system, then there is no late issue.

    There was an issue with Roysl Mail, and Ebay removed this, but that was a specific issue with Royal Mail tracking.

    However this was just a Royal Mail issue, and not a general issue and certainl not with MyHermes.

    We are not assessed on delivery time, unless tracking shows it dispatched late. That is the key here.

    A lot of people seem to confuse 'dispatch' with 'delivery' time.

    I don't read the seller boards as people seem to be clueless and you get an echo chamber affect of mis-information, even the Ebay reps. can and do talk absolute rubbish.
    • janb5
    • By janb5 18th Jul 17, 4:47 PM
    • 1,774 Posts
    • 6,338 Thanks
    janb5
    Very inappropriate of you as Soolin is the moderator on these boards and I have found her comments to be very sound!

    Anyway My Hermes again havenot collected my parcels and the site wont let me cancel and gt a refund so another email to the CEO etc.

    Back to Royal Mail methinks.
    • mrcol1000
    • By mrcol1000 18th Jul 17, 5:03 PM
    • 4,305 Posts
    • 3,715 Thanks
    mrcol1000
    You can still drop them off at your local My Hermes Parcel Shop. Won't help you with your complaint but at least they will be on their way. If you want to cancel now you have to e-mail them. It takes a week or so, guessing so they can check you haven't got a refund and sent them anyway. You can only cancel through website if it is same day you buy. It still takes a week to process
    Last edited by mrcol1000; 18-07-2017 at 5:07 PM.
    • November2
    • By November2 19th Jul 17, 9:25 AM
    • 698 Posts
    • 200 Thanks
    November2
    Sounds like your problem is with the delivery driver, no courier can have 100% reliable staff, there are always some who let everyone down. But saying that, who knows, they may have been taken ill, gone on holiday and relief driver failed to deliver, or no longer work for Myhermes and parcel is in limbo. Live chat have access to full tracking which is very different to online tracking, online tracking by the way is different to the tracking shown in 'MyEbay' so worth checking those two out first to compare. The only time I have delivery problems with Myhermes is to flats or complexes, drivers just do not like to deliver to them, mostly due to buyers failing to give site access details, etc. Have you google earthed your delivery address to make sure it is a 'house'. I had an address that sounded like a regular house, turned out it was above a shop with restricted access, and buyer failed to mention any of this!
    • soolin
    • By soolin 19th Jul 17, 11:21 AM
    • 58,873 Posts
    • 41,709 Thanks
    soolin
    Sounds like your problem is with the delivery driver, no courier can have 100% reliable staff, there are always some who let everyone down. But saying that, who knows, they may have been taken ill, gone on holiday and relief driver failed to deliver, or no longer work for Myhermes and parcel is in limbo. Live chat have access to full tracking which is very different to online tracking, online tracking by the way is different to the tracking shown in 'MyEbay' so worth checking those two out first to compare. The only time I have delivery problems with Myhermes is to flats or complexes, drivers just do not like to deliver to them, mostly due to buyers failing to give site access details, etc. Have you google earthed your delivery address to make sure it is a 'house'. I had an address that sounded like a regular house, turned out it was above a shop with restricted access, and buyer failed to mention any of this!
    Originally posted by November2
    In my case both parcels lost so far have been coming to me, and MyHermes have now taken the details 4 or 5 times and just don't get back to me except to once again ask for my address. One sender (a shop) has already paid out on the first parcel and we haven't so far worked out who sent the second parcel as a few sellers that I and my sons used recently have not stated the courier. We have narrowed it down to three possible items now and all sellers have been contacted to ask if they used MyHermes.
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I'm a volunteer to help the boards run smoothly, and I can move posts there. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
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