Problem with Hermes Delivery Services

dtcarefree

Flyboy152 wrote: »

If play.com won't deal with it until then, that is their issue, not Hermes's. You need to take that up with them. Unless it is too large for a car (I don't think play.com do anything that big), the couriers don't collect from a depot, the parcels are delivered to them. If it was for collection, it may not have been available for the driver to put in his van/car. If the information on the address data is not clear enough (that may be play.com's fault), that may delay the parcel at the depot, until clarification can be obtained. It could be that play.com have not keyed the two day service commitment into the system for that parcel.

But the tracking clearly states that it was out for delivery and was not collected. It is not a big item, but pricey.

Flyboy152

dtcarefree wrote: »

But the tracking clearly states that it was out for delivery and was not collected. It is not a big item, but pricey.

It says "Not Received by Courier," which means when the courier scanned the items, after receiving them from the truck at his home, it was not there. It is possible that it has gone missing in the system, or was never in the system to begin with. If play.com had not given it to Hermes, for example, or that it was taken of the round at short notice, because it was recalled, or an anomaly was spotted, or it was manifested to the wrong courier.

I think you need to talk to play.com and discuss this three week rule they have; it's blooming ridiculous. If the item has gone missing, or has been stolen, surely they would want to get to the bottom of it as soon as possible.

dtcarefree

If so, this is seriously the last time I shop with Play.

I've had similar problems before with a PS3 being delivered by HDNL.


edit
Considering that the tracking has been idle for days, it must have gone missing or has been stolen.

edit#2
I emailed Play on Friday and have not had a reply.

dtcarefree

Well, Play have sent me a Missing Item Claim form after an email I sent telling them in no uncertain terms that I was disgusted with their service and choice of courier.

However, they say that they will investigate the missing item with the Royal Mail. It's not even being delivered by Royal Mail!

I will ahve to phone them tomorrow and sort out this madness. It's bloody ridiculous.

Flyboy152

dtcarefree wrote: »

Well, Play have sent me a Missing Item Claim form after an email I sent telling them in no uncertain terms that I was disgusted with their service and choice of courier.

However, they say that they will investigate the missing item with the Royal Mail. It's not even being delivered by Royal Mail!

I will ahve to phone them tomorrow and sort out this madness. It's bloody ridiculous.

So you went shooting your mouth off and blaming Hermes, when it wasn't even them who were delivering?

dtcarefree

No. Hermes are delivering it. I wouldn't have been able to provide all my tracking information a few posts above if they weren't, so don't accuse me of shooting my mouth off about Hermes. Use your brain.

The Play email seems to be mistaken; that is why I have to phone them.

Edit:
Just had it confirmed over the phone by Play: Hermes lost the item.

Flyboy152

Or, play.com didn't give to Hermes in the first place and they changed their minds at the last minute to send it by RM instead

dtcarefree

If you look at the tracking information, Hermes had it at their depot. Please look through the previous posts before insinuating that I am stupid.

In any respect, the liklihood of that happenning is almost nonexistent in the first place. If it was sent through Royal Mail, why would my item be track and received by Hermes' depot?

Flyboy152

dtcarefree wrote: »

If you look at the tracking information, Hermes had it at their depot. Please look through the previous posts before insinuating that I am stupid.

In any respect, the liklihood of that happenning is almost nonexistent in the first place. If it was sent through Royal Mail, why would my item be track and received by Hermes' depot?

Now you are being silly, I have done nothing of the sort.

It is entirely possible that play.com manifested the item and pulled it at the last minute, but failed to tell Hermes.

dtcarefree

That doesn't explain the tracking information or that fact that Play told me that the item went missing with their delivery partner.

edit: just sent off a form for a replacement... cue more waiting.