Problem with Hermes Delivery Services

Brats64

I have just ordered from MandM,and today received an e-mail saying it had been dispatched with a link to tracking.I clicked on the link,and it showed that the item was out for delivery today,and also showed that courier to re-attempt delivery.I have been in all day today,and no-one has been to my door,what the hell is that all about.A quick search of hermes delivery lead me here,and after reading a few pages,I am now expecting hassle getting my order.:mad:

Flyboy152

Brats64 wrote: »

I have just ordered from MandM,and today received an e-mail saying it had been dispatched with a link to tracking.I clicked on the link,and it showed that the item was out for delivery today,and also showed that courier to re-attempt delivery.I have been in all day today,and no-one has been to my door,what the hell is that all about.A quick search of hermes delivery lead me here,and after reading a few pages,I am now expecting hassle getting my order.:mad:

Re-delivery does not necessarily mean that delivery was attempted to your door. It could mean that the courier had run out of time, that they found it difficult to find your address, there was access issues to your property or the courier had some other difficulty en route.

Brats64

Flyboy152 wrote: »

Re-delivery does not necessarily mean that delivery was attempted to your door. It could mean that the courier had run out of time, that they found it difficult to find your address, there was access issues to your property or the courier had some other difficulty en route.

Don't mean to be rude,but I assume you must work for them coming out with that list of excuses.The re-delivery is timed at 2.53pm..That's a short day,if he's finished deliveries before 3 in the afternoon.I live in a small town,on a normal street with easy access,like I say I'm sorry if you find it rude,but it seems like there must be a list of excuses that the couriers can use.I have health related issues,which means at the moment I am virtually housebound,so if someone comes to our house at the moment I am in to receive it.What i cannot stand is reading that someone claims they have done something they haven't.

Flyboy152

Brats64 wrote: »

Don't mean to be rude,but I assume you must work for them coming out with that list of excuses.The re-delivery is timed at 2.53pm..That's a short day,if he's finished deliveries before 3 in the afternoon.I live in a small town,on a normal street with easy access,like I say I'm sorry if you find it rude,but it seems like there must be a list of excuses that the couriers can use.I have health related issues,which means at the moment I am virtually housebound,so if someone comes to our house at the moment I am in to receive it.What i cannot stand is reading that someone claims they have done something they haven't.

I don't find it rude at all.

However, I did work for them for a short while last year, as a favour for a friend, whilst he was on holiday, so I do have some empathy for the work they do. What you see on the website tracking, is not very clearly explained and can be confusing to anyone.

Most of the drivers are "lifestyle couriers," which means they fit the job around their lives (all are self-employed). For many, it is seen as a part-time job and many are parents who have families to look after. Some need to finish at certain times of the day, in order to collect childen from school, for example.

If you live in a small town, his route may include several towns or villages, but your address maybe the only one he would have done in your town and according to his route you may have been the last address on his list. There are many things, as I have suggested earlier, that may have caused the re-delivery and unless it was scheduled for a specific day, the courier can select it to be carried over.

Very often, although you may consider your address to be uncomplicated, it may not be for a courier who is unfamiliar with your location. It may not show up on the sat nav, for example, or there maybe some anomaly on a map.

You might find it useful to contact M and M and ask them to find out more.

Mind you, with all of that said, you might just have a courier who is a lazy git.

Brats64

Thanks for that explanation Flyboy...I will give the courier the benefit of the doubt,and assume he has not "claimed" to have tried and delivered it.I will wait a couple of days,and if nothing arrives,will phone m&m,thanks again.

sharnad

Hermes have delivered the free gift with our £450 item but the item itself has not been delivered play.com are looking into it

stepha

I placed an order with Box Prix (Freemans) at the start of the month and it duly arrived. The Bon Prix website did not allow me the option of stating a "safe place" to leave the package, (not that there is one in my stair!) and I was not best pleased to arrive home late one evening to find the package had been propped up against my door.

Unfortunately, I needed to return the package, as the goods are unsuitable, and this is where my problems began. I rang Bon Prix to arrange for a return and went through the electronic system to arrange a collection for Saturday 12 March. Despite working M-F, 9-5 and having a lot I needed to do outside of the flat that weekend, I duly stayed in and waited and no courier came. I was annoyed, but as I didn’t know the company, and it was arranged electronically, I decided to give the benefit of the doubt in case the company didn’t work weekends. I duly arranged a second collection for the middle of the following week. The Bon Prix system had advised me on the first call that if I wasn’t in, the courier would leave a card for me to call to arrange and another date and time. As Bon Prix only allows delivery to the billing address, I had expected to see a card when I got home to allow me to reschedule. Again, there was nothing. This time, I called and spoke to a person at Bon Prix to arrange the collection and was surprised that no-one came for the first collection and that there was no card left on the second attempt. Unsurprisingly, the third attempt came and went, so I called again.

Bon Prix advised me that there had to be three “no shows” by the courier before they would escalate the problem, I said there had been 3 pick ups scheduled, but their system hadn’t recorded one of the attempts, so I needed to schedule a fourth attempt. By this time, I was beginning to think this was a rouse by Bon Prix so that I went outside of the returns time stated in their T&C’s and wouldn’t get my refund, but they convinced me that wasn’t the case and scheduled the fourth collection. The latest attempt was Thursday 24 March and yet again, no-one came. At risk to myself of losing the parcel, I had left it propped up against the door, where I had found it all those weeks ago, but it was still there when I got home from work.

After speaking to another agent at Box Prix last night, I was told that the call had now been escalated and that the courier company would call me today, Friday 25 March to arrange a pick up date and time. This morning, I Googled them and found this lovely 20 page thread. I will now have to call again when I get home to see what can be done next, as it doesn’t appear that I will be getting a phone call anytime soon!

I would have expected the courier collecting the return to be the same as the courier who made the original delivery, so I don’t know why I am having this problem. The stair door of my building is rarely closed by my neighbours and if it is we have an entry button for couriers/RM which has no time delay on it, as well as the option to press the buzzer for my flat so there should have been no issue with access. I know that some courier companies don’t like having to buzz or climb stairs, but at least they leave a card either tucked in the side of the buzzer system or put under the stair door. From there, it’s propped up against the stair window by the first person to notice it.

I don’t know what the issue is with the collection of this parcel, but to say I’m sick of the sight of it now would be a gross understatement!

Flyboy152

stepha wrote: »

I placed an order with Box Prix (Freemans) at the start of the month and it duly arrived. The Bon Prix website did not allow me the option of stating a "safe place" to leave the package, (not that there is one in my stair!) and I was not best pleased to arrive home late one evening to find the package had been propped up against my door.

Unfortunately, I needed to return the package, as the goods are unsuitable, and this is where my problems began. I rang Bon Prix to arrange for a return and went through the electronic system to arrange a collection for Saturday 12 March. Despite working M-F, 9-5 and having a lot I needed to do outside of the flat that weekend, I duly stayed in and waited and no courier came. I was annoyed, but as I didn’t know the company, and it was arranged electronically, I decided to give the benefit of the doubt in case the company didn’t work weekends. I duly arranged a second collection for the middle of the following week. The Bon Prix system had advised me on the first call that if I wasn’t in, the courier would leave a card for me to call to arrange and another date and time. As Bon Prix only allows delivery to the billing address, I had expected to see a card when I got home to allow me to reschedule. Again, there was nothing. This time, I called and spoke to a person at Bon Prix to arrange the collection and was surprised that no-one came for the first collection and that there was no card left on the second attempt. Unsurprisingly, the third attempt came and went, so I called again.

Bon Prix advised me that there had to be three “no shows” by the courier before they would escalate the problem, I said there had been 3 pick ups scheduled, but their system hadn’t recorded one of the attempts, so I needed to schedule a fourth attempt. By this time, I was beginning to think this was a rouse by Bon Prix so that I went outside of the returns time stated in their T&C’s and wouldn’t get my refund, but they convinced me that wasn’t the case and scheduled the fourth collection. The latest attempt was Thursday 24 March and yet again, no-one came. At risk to myself of losing the parcel, I had left it propped up against the door, where I had found it all those weeks ago, but it was still there when I got home from work.

After speaking to another agent at Box Prix last night, I was told that the call had now been escalated and that the courier company would call me today, Friday 25 March to arrange a pick up date and time. This morning, I Googled them and found this lovely 20 page thread. I will now have to call again when I get home to see what can be done next, as it doesn’t appear that I will be getting a phone call anytime soon!

I would have expected the courier collecting the return to be the same as the courier who made the original delivery, so I don’t know why I am having this problem. The stair door of my building is rarely closed by my neighbours and if it is we have an entry button for couriers/RM which has no time delay on it, as well as the option to press the buzzer for my flat so there should have been no issue with access. I know that some courier companies don’t like having to buzz or climb stairs, but at least they leave a card either tucked in the side of the buzzer system or put under the stair door. From there, it’s propped up against the stair window by the first person to notice it.

I don’t know what the issue is with the collection of this parcel, but to say I’m sick of the sight of it now would be a gross understatement!

Had to read through all of that to get to the nub. I would imagine the reason you have no had a card, is that you have nowhere, on the outside of your communal door, to post one. If you left the package outside of your flat door and the courier assumes that, because you have an entry system, how is he/she to know that you have left the package outside your flat door, or that it is accessible at all?

stepha

Oh, I'm sorry. I didn't realise that I had to leave an abridged version of my problem with Hermes, so as not to bore people or take up their time...

If you had read my post fully you would have seen that the courier had gained entry to leave the parcel with no problems whatsoever. I would therefore expect them to do exactly the same thing again when coming to collection the parcel for return. Also, as stated, there are numerous obvious places to leave a card at the stair door if it had been locked and there was no answer on the buzzer.

I have now got Bon Prix to finally agree to me sending the parcel back, at my own cost, so that I know longer have to deal with this fly by night company.

I will also be one of the many on the thread who will no longer be ordering from companies who use Hermes. I get the impression you think that is cutting off your nose to spite your face, but, to me, at least, it's a way of saving myself additional hassle. I have a life that does not revolve around having to spend my only free time sat in waiting for someone who so far, has not appeared.

~Chameleon~

Flyboy152 wrote: »

Had to read through all of that to get to the nub. I would imagine the reason you have no had a card, is that you have nowhere, on the outside of your communal door, to post one. If you left the package outside of your flat door and the courier assumes that, because you have an entry system, how is he/she to know that you have left the package outside your flat door, or that it is accessible at all?

Well, presumably the courier had sufficient intelligence to get through the communal door to be able to leave the parcel on OPs doorstep in the first place, so one would assume the same intelligence would be applied to retrieve it again!!