Problem with Hermes Delivery Services

Flyboy152

DoctorBob wrote: »

Yet another Hermes problem. Ordered from Play.com on 3rd December. They finally dispatch on 17th to Hermes. On the Heremes site the tracking number said "Order Generated", 18th Dec, 00:30 ...

Nothing has come yet, and today, I have asked for my money back from play.com, under their 21 day rule. Now the Hermes tracking says it does not know the tracking number.

This was an Xbox game for Xmas, readily available in every shop you can mention, just used play.com for convenience coz I was buying some Blu-Rays as well. Thank you Hermes for wrecking a nice Xmas for a certain lad.

As usual no way to get in contact with them, and an email simply says talk to your supplier (who of course, say use the tracking site of the courier to see what's going on!!)

No attempt at delivery, I checked every day on the tracking site and it never ever said anything other than "Order generated".

Simply useless, and I also know of others locally who have also ordered from play.com, dispatched to Hermes, and have not got their goods. Consequently, none of us or our extended families will buy from play.com, so Hermes have lost them 20 or so regular customers.

Play.com should look at their returns and cancelled orders - I suspect Hermes will figure highly in the "I have not received my goods" category. It would be a good idea for them to look into a better courier as Hermes is only going to lose them more and more business.

Will play.com care - I doubt it ...

Will Hermes care - no, why should they.

DB




Thanks you Hermes

What happend when you called play.com on the twenty-third of December?

loobyloo168

Im having a major problem with hermes at the moment.

I sent a large parcel via Hemres before christmas. Iv been tracking it and it says Courier Received Out for Delivery.

I called them this morning and actually managed to speak to someone, (iv tried all week with no luck), only to be told what i can see on the tracking and that she couldnt call tghe courier cus its a Sunday, and to call back in the week.

I asked her if the courier had it and she said according to their system they had.

My question is, if i contact them in the week and their courier says its been "lost" can i report it as stolen, as it was a very large box that wouldnt be misplaced easily. The items inside were marked with our address and names with a Ultra Violet pen. But whats the chance My Hermes would pass the deatils of the courier to me to report it ?

They dont pay for lost items either so im gonna have to refund the buyer £150, plus i already lost money by paying ebay seller fees, and paypal fees ?

So frustrated !!

custardy

loobyloo168 wrote: »

Im having a major problem with hermes at the moment.

I sent a large parcel via Hemres before christmas. Iv been tracking it and it says Courier Received Out for Delivery.

I called them this morning and actually managed to speak to someone, (iv tried all week with no luck), only to be told what i can see on the tracking and that she couldnt call tghe courier cus its a Sunday, and to call back in the week.

I asked her if the courier had it and she said according to their system they had.

My question is, if i contact them in the week and their courier says its been "lost" can i report it as stolen, as it was a very large box that wouldnt be misplaced easily. The items inside were marked with our address and names with a Ultra Violet pen. But whats the chance My Hermes would pass the deatils of the courier to me to report it ?

They dont pay for lost items either so im gonna have to refund the buyer £150, plus i already lost money by paying ebay seller fees, and paypal fees ?

So frustrated !!

what you mean is you used an uninsured service? If so then its a chance you took.
of course you can report an item stolen but i doubt you will get a lot of joy from the police

Flyboy152

loobyloo168 wrote: »

Im having a major problem with hermes at the moment.

I sent a large parcel via Hemres before christmas. Iv been tracking it and it says Courier Received Out for Delivery.

I called them this morning and actually managed to speak to someone, (iv tried all week with no luck), only to be told what i can see on the tracking and that she couldnt call tghe courier cus its a Sunday, and to call back in the week.

I asked her if the courier had it and she said according to their system they had.

My question is, if i contact them in the week and their courier says its been "lost" can i report it as stolen, as it was a very large box that wouldnt be misplaced easily. The items inside were marked with our address and names with a Ultra Violet pen. But whats the chance My Hermes would pass the deatils of the courier to me to report it ?

They dont pay for lost items either so im gonna have to refund the buyer £150, plus i already lost money by paying ebay seller fees, and paypal fees ?

So frustrated !!

You can report it as stolen and the police will investigate as far as they can. If you talk to Hermes, they will also investigate. I suggest you ask them to carry out their investigation before calling the police. If you do call the police, they will just ask Hermes to investigate first anyway.

DoctorBob

When I called play.com they simply quoted their terms and conditions ...

1. You cannot get an item "re-ordered/re-dispatched" until 2 weeks after ordering - I ordered on 3rd, and I was just about to say "forget it" on 17th when it was marked as dispatched to Hermes "2-day". That is exactly 2 weeks on from ordering.

2. You cannot do anything until 3 weeks after dispatch - and then you can ask for them to re-send the item (coz it's got "lost"), or ask for a refund.

I did email them as well, but got a standard reply saying the above ...

I have duly filled in the form with play.com (which automagically appears on the 21st day, 7th Jan), asking for a full refund. They say they will process in 24 hours and email me their decision. Well, after 2 days, no email, and no money back.

The tracking number on Hermes now does not exist ... so either Hermes have deleted it and will claim it never existed, or perhaps (hopefully!), play.com have cancelled it with them and I am due to get my money back.

Time will tell, but am not best pleased, as they say.

DB

Flyboy152

It seems your main argument is with play.com, rather than Hermes. It is entirely possible that they are to blame, rather than the courier.

Lottie-B

I can only reiterate that all those with lost parcels do need to contact the company they ordered from in the first instance.

As for the person who has sent an ebay sale - Hermes do offer an insured service, but it's staggered. If you paid no extra than the basic rate then you will have had a parcel insured up to about £25. I think the next level is £100. It's made clear when you follow their system for booking a collection, so if you ignored this then I have to agree you have yourself to blame. Royal Mail seems cheaper for an insured service (or was last time I compared them). As Hermes' couriers are not employees their personal details will not be given out to you.

DrMcNinja

I'm another one that's having issues with both Hermes and the company I bought items from (Forever21.com). I ordered on the 17th Dec and was told that Hermes had it on the 20th. I've managed to get a tracking number from Forever21 and it shows this:

Date Time Status
23/12/2010 06:12 Preadvice Update
22/12/2010 09:04 Not Received by Courier
22/12/2010 03:23 Out For Delivery
22/12/2010 02:13 Processed at Depot
22/12/2010 00:40 Receipt at Depot
21/12/2010 14:55 Hub Sorter Receipt Scan

I've no idea if that means that it's been tried to be delivered to me or what? Can't talk to anyone at Hermes so I've gone back to Forever21 who are now not replying to my emails. I tried to get a telephone number for them today (which I got by ringing the Birmingham shop) but they just gave me a bog standard number that tells you to email if you have a query. I am beyond frustrated. Does anyone know if I can demand a refund from them even though I've not received my goods? I'm half tempted to send a letter of complaint to the address companies house has for them recorded delivery to see if that helps.

Lottie-B

Dr Ninja
That sounds to me as if Hermes have received the parcel, but don't know exactly where it's supposed to go and the company you've ordered from has updated the delivery information - hence preadvice update.
Don't quote me though, it's an educated guess.
One thing's certain - it's not got as far as a courier or even out for delivery to a courier (and I think this is because they didn't know what area to send it until the preadvice update thingy was done).

Now the preadvice update has been done, you should see "out for delivery to courier".
Following that, you should see "courier received" and then hopefully you'll receive it within 24 hours.

Flyboy152

Lottie-B wrote: »

Dr Ninja
That sounds to me as if Hermes have received the parcel, but don't know exactly where it's supposed to go and the company you've ordered from has updated the delivery information - hence preadvice update.
Don't quote me though, it's an educated guess.
One thing's certain - it's not got as far as a courier or even out for delivery to a courier (and I think this is because they didn't know what area to send it until the preadvice update thingy was done).

Now the preadvice update has been done, you should see "out for delivery to courier".
Following that, you should see "courier received" and then hopefully you'll receive it within 24 hours.

I think you are probably correct. It is possible there was not enough information to affect a safe and timely delivery and it was referred back to the retailer for an update. The issue is with the retailer and not necessarily Hermes