Problem with Hermes Delivery Services

custardy

Doc_N wrote: »

Can anyone in the know translate this, please? Looks as if the courier didn't receive it, rather than undeliverable? Not sure where it is now!




21/12/2010 09:23 Not Delivered
21/12/2010 09:23 Courier Received
21/12/2010 06:30 Preadvice Update
20/12/2010 17:14 Hub Sorter Receipt Scan

the courier would have it i would say
they most likely have scanned it to show it wont be delivered today

cap_37

Can anyone help with what this means. The status of my parcel only changed this morning to what appears to be that it was delivered yesterday even though nothing was delivered as people were home all day. Got a contact number for them and the lady was really helpful but because the tracking number that House of Fraser use is slightly different to the one they use they can't check.

20/12/2010 13:01 Delivery Confirmed by Courier 17/12/2010 07:19 Out For Delivery To Courier 14/12/2010 17:20 Hub Sorter Receipt Scan 14/12/2010 00:20 Order Generated

It would be good to know if I have misinterpreted the information that is here but even Frasers think it has been delivered already!

Lottie-B

Doc_N wrote: »

Can anyone in the know translate this, please? Looks as if the courier didn't receive it, rather than undeliverable? Not sure where it is now!




21/12/2010 09:23 Not Delivered
21/12/2010 09:23 Courier Received
21/12/2010 06:30 Preadvice Update
20/12/2010 17:14 Hub Sorter Receipt Scan

I agree with Custardy.
The courier has it, but maybe is unable to deliver due to the weather.

Lottie-B

cap_37 wrote: »

Can anyone help with what this means. The status of my parcel only changed this morning to what appears to be that it was delivered yesterday even though nothing was delivered as people were home all day. Got a contact number for them and the lady was really helpful but because the tracking number that House of Fraser use is slightly different to the one they use they can't check.

20/12/2010 13:01 Delivery Confirmed by Courier 17/12/2010 07:19 Out For Delivery To Courier 14/12/2010 17:20 Hub Sorter Receipt Scan 14/12/2010 00:20 Order Generated

It would be good to know if I have misinterpreted the information that is here but even Frasers think it has been delivered already!

ACcording to that the courier has delivered it at 1:01 pm - somewhere!
House of Frazer need to contact Hermes to work out where it's been delivered and to check any sigs. If it can't be proved it's to your address then it needs to be reported as missing and HoF ought to send you a new one.

Lottie-B

cap_37 wrote: »

Can anyone help with what this means. The status of my parcel only changed this morning to what appears to be that it was delivered yesterday even though nothing was delivered as people were home all day. Got a contact number for them and the lady was really helpful but because the tracking number that House of Fraser use is slightly different to the one they use they can't check.

20/12/2010 13:01 Delivery Confirmed by Courier 17/12/2010 07:19 Out For Delivery To Courier 14/12/2010 17:20 Hub Sorter Receipt Scan 14/12/2010 00:20 Order Generated

It would be good to know if I have misinterpreted the information that is here but even Frasers think it has been delivered already!

ACcording to that the courier has delivered it at 1:01 pm - somewhere!
House of Frazer need to contact Hermes to work out where it's been delivered and to check any sigs. If it can't be proved it's to your address then it needs to be reported as missing and HoF ought to send you a new one.

LauraN_3

If anyone's looking for the number for Hermes Client 2 Client business it's: 01133976902.

You'll have to keep calling the number to get through as it normally comes up as engaged a good 3 or 4 times but keep calling you will get through to hermes C2C customer care. And it's a normal landline number so you can use your mobile


I've had a complete nightmare of a time with myHermes at the moment.

Sold something heavy on ebay so Saturday night I ordered up my collection on myHermes and asked for them to collect on Monday (20th Dec), waited in all day and Monday came and went. Called them this morning to ask what had happened and why my parcel hadn't been collected from my house. The woman I got on the phone was useless, she couldn't wait to get my off the phone. Never helped at all and only left a message with the courier on their home number!! She said that collections are carried over to the next day if not collected on the requested day. I said fair enough and waited in all day and guess what, no collection again. So called again at 4pm and got a really nice guy who said he'd keep calling their number and leave messages and would call me back when he got through to the local courier. I then somehow received a phone call from the actually courier person herself moaning about how I was complaining about her and why she hadn't collected because her computer broke and her poor son was stuck in town and she had to collect him. I honestly couldn't have given a crap and told her so and told her I'm the customer and she shouldn't be speaking to me in the manner she was. She told me she will be collecting tomorrow (wednesday) but that she can't put a time on it so guess what I'll be doing tomorrow, wasting more of my time waiting in again!!!

Anyway, I called myHermes again to complain about the courier woman and demanded a refund, which they are giving me, and the courier woman is still meant to be collecting tomorrow. The poor guy on the phone had got a mouthful a crap from the woman as well which was not fair.

I honestly don't know how people can treat customers like that. If it was me I would have called and apologised to the customer as much as possible and promised to pick up the parcel first thing tomorrow morning. I'm still shocked and I will not be using myHermes again!

twinkle1981_2

PursuitOfHappiness wrote: »

I too have had trouble with this company this week.
My fiancee ordered a dress Monday. We eagerly awaited delivery as she was meant to be going out tonight wearing this dress.
We checked the tracking number and it displayed that it had been picked up by the courier Thursday morning early hours.
Great we thought.
Thursday we waited, nothing.
Yesterday we waited. Nothing.
So eagerly awaiting today hoping the dress would come it hadn't shown up.
So I called hermes up themselves. Dorothy Perkins have a contract with them that hermes tell the customer to get in touch with Dorothy Perkins.
So I call Dorothy Perkins, wait 20 minutes in a queue only to be told that Dorothy Perkins only correspond with Hermes by emai and it'll take upto 24 hours. She said i'll more than likely hear back off them by Monday.
Great! Just what I needed.
To sum it up the courier,fella in the van who's meant to of delivered this parcel by now, must have it and ahve kept it in his van for the past two days.
I do hope that a lot of Dorothy Perkins' customers don't shop there anymore once they have witnessed the incompetancy that they've shown.

Yeah Hermes claimed this in a reply to an e mail I sent them complaining about their service. They had a contract with Toys R Us that they would not deal with any complaints about their service, and any complaints would be redirected to them. As I pointed out it wasnt Toys R Us that left my order sitting around in a depot for days on end despite the fact it was already 2 weeks late, it wasnt Toys R Us that dumped the box outside my front door and it wasnt Toys R Us that had opened the box. But to be honest I may as well have been banging my head off a wall.

Toys R Us asked me to fill out an online survery type thing about their service etc, so needless to say I told them in no uncertain terms I would not be ordering anything from them again until they find a decent courier service. I doubt it will make any difference though.

AK_1980

Lottie-B wrote: »

It's bang out of order sending you a mail telling you something's going to happen over which they have no control!
THe couriers are self-employed and once they have the parcel they will be delivering it when they can.

If Hermes want to have absolute control over their couriers, then they should start employing them.
Sending out emails which are tantamount to burying their heads in the sand and pretending all's well with the world won't help anyone - least of all you.

I hope it turns up soon....

Thank you I have checked the status online, and it is still "out for delivery to courier", since Monday. I can see that the weather is bad, but all last week the weather was fine and they've had the parcel since the 4th!

Doc_N

Doc_N wrote: »

Can anyone in the know translate this, please? Looks as if the courier didn't receive it, rather than undeliverable? Not sure where it is now!

21/12/2010 09:23 Not Delivered
21/12/2010 09:23 Courier Received
21/12/2010 06:30 Preadvice Update
20/12/2010 17:14 Hub Sorter Receipt Scan

custardy wrote: »

the courier would have it i would say
they most likely have scanned it to show it wont be delivered today

Lottie-B wrote: »

I agree with Custardy.
The courier has it, but maybe is unable to deliver due to the weather.

Thanks for your help. You were absolutely right, and it came today.

TristanWhite

I'm getting really angry now.

My Play.com page says "delivered 12 December".

When I log in to track on Hermes, it says:

DateTimeStatus
15/12/2010 10:53 Not Received by Courier
15/12/2010 04:48 Out For Delivery
14/12/2010 23:23 Hub Sorter Receipt Scan
13/12/2010 08:23 Order Generated


It hasn't changed since 15/12. I have tried everything from trying to Tweet Hermes customer service (they haven't updated their twitter since 16/12) to contacting Play and Hermes. Nothing. Play emailed me yesterday (well, they emailed all their clients I guess, it wasn't just to me) to say that they will do everything they can to clear their backlog and deliver by Xmas. Well tomorrow is Xmas eve and I am leaving in the morning, so they'd better hurry.

While I'm sure the couriers themselves get a tough deal, that's Hermes fault. Play.com are at fault also for using them and passing the buck (according to the above, the courier didn't receive it, from whom though?). So they're both at fault, but Play.com are most at fault I think because they can really put Hermes under pressure to deliver by saying that they will use a different courier in future unless they improve their service.

I will never buy from Play.com again. A shame, as I've been a customer for a long time. The item in question is the main Xmas present for my mum, the entire West Wing box set of 47 DVDs. I am travelling abroad to see her on Xmas Eve, empty handed. Do I go to high street to buy it again (and a lot pricier there) and then try and get a refund from Play.com afterwards once it does finally arrive? I don't know! I'm running out of shopping-time. All I can say is NEVER EVER EVER BE STUPID ENOUGH TO USE PLAY.COM again.