Problem with Hermes Delivery Services

Flyboy152

~Chameleon~ wrote: »

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!!

It might not have been the same courier, or the original one was let in by a neighbour. That said, it is a non sequitor that, because the courier left the parcel outside the door on delivery, that he would have known it would be left at the door on collection. If the courier has two hundred different addresses to deliver to every week, I doubt he would remember one individual door, he delvered to, two weeks before. Secondly, it was only on the fourth occassion that the package was left outside the flat door. If he had made the decision to look for the parcel at the door, at the first, second or third attempt, he would not have seen it, as it wasn't there.

Flyboy152

stepha wrote: »

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...

Well, if you had said that you have a communal door, with no letterbox, it would have made your tale of woe easier to understand from the courier's point of view.

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.

You have no idea that it is the same courier. The original one may have been let in by a neighbour.

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.

As stated, there is no obvious place at all to leave a card. The most obvious place would be a letter box, but as there is an absence of one, it is understandable that a confusion has arisen. It is also possible that a card was left, but as there is nowhere secure for the card to be placed, it has gotten lost.

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.

That is clearly your choice, I hope you have asked for a refund of any costs you have incurred.

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.

It always makes me chuckle when people say this. As if they will have much of a choice and that if they are "lucky" to find a company that never do business with a particular courier, that they think the alternative will be any different. Do they say the same thing when the Royal Mail lose something, or deliver late?

You have written that you wanted to have a choice of a "safe place" to leave your parcel, but ordered it anyway and was perturbed that the parcel was left outside your door; a door that is behind a secure entry system (sounds pretty safe to me). Nonetheless, why did you order it in the first place if you had nowhere to leave it? How did you expect receive your order, if it was not left outside your door? Surely, you didn't expect the courier to know when you would be in.

I will offer two pieces of advice:

1. leave a note on your outer door to let any future courier know what they should do if they want to collect or deliver anything, it might help.

2. All non-standard instructions should be given verbally to the supplier, so they can inform the couriers of any delivery or collection instructions.

custardy

Flyboy152 wrote: »

Well, if you had said that you have a communal door, with no letterbox, it would have made your tale of woe easier to understand from the courier's point of view.



.

the OP states

"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."


so the courier should have no issue with access to the stair for delivery/collection/leaving cards

Flyboy152

custardy wrote: »

the OP states

"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."


so the courier should have no issue with access to the stair for delivery/collection/leaving cards

But, as the OP wasn't in, how could she have opened the door? If there is a button that anyone can use at anytime, what is the point of having a button and door at all?

There may have been other reasons why the courier couldn't gain access, the buzzer might have been faulty, the numbers may not have been clear, if the block is amongst many others, it may not have been easy to find that specific block, or it could have been that the courier was a lazy beggar who couldn't be bothered. But, the point I have made throughout this thread, is that some people are too quick to blame the individual courier and not consider how they can be more helpful, or to put pressure on their suppliers to give more information to the delivery company.

What has to be remembered, is that the courier gets paid about forty-five pence (which works out as an average of about thirty pence profit) to collect that package and they don't get paid until they do. If they have to take more than ten minutes looking for an address and attempting to gain entry to a block of flats as well, it is not surprising that they don't want to spend too much time in finding it.

custardy

Flyboy152 wrote: »

But, as the OP wasn't in, how could she have opened the door? If there is a button that anyone can use at anytime, what is the point of having a button and door at all?

There may have been other reasons why the courier couldn't gain access, the buzzer might have been faulty, the numbers may not have been clear, if the block is amongst many others, it may not have been easy to find that specific block, or it could have been that the courier was a lazy beggar who couldn't be bothered. But, the point I have made throughout this thread, is that some people are too quick to blame the individual courier and not consider how they can be more helpful, or to put pressure on their suppliers to give more information to the delivery company.

What has to be remembered, is that the courier gets paid about forty-five pence (which works out as an average of about thirty pence profit) to collect that package and they don't get paid until they do. If they have to take more than ten minutes looking for an address and attempting to gain entry to a block of flats as well, it is not surprising that they don't want to spend too much time in finding it.

many flats have service buttons and they can be variable/permanent in their operation
you are talking to someone who has delivered to most types of property including many many flats(just ask my knees!)
If the OP says its on permanently then why would they lie?
why would the courier not tuck the card in the buzzers or under the door (as most couriers do in a no entry case)even if they couldnt gain entry?
you can make excuses all day long,but to not gain entry 3 times is unlikely at best

mac2lrk

My problem with this courier is with a claim. I sold something on ebay which arrived damaged.
Per their rules the buyer must accept delivery, then contact the sender and they deal with the claim.
Which I have done.
MyHermes contacted me via email and asked for photgraphs and details of the damage which were promptly provided. Then I have heard nothing else.
The item was insured for the correct amount and was within their guldelines for acceptance in the first place.
Does anyone know what my rights are with this, do they have a time by which they have to contact me or issue the refund or if they refuse the claim?
Any help much appreciated.

Bigun28

Any one else having problems sending e-mails to MyHermes? Stayed in most of the day for a collection that was booked for today and they never turned up. Went out for about an hour and left the parcel in the specifically detailed 'safe place' - outside by the back door - nothing to open or unlock, no locked gates, fences or security doors - and still no collection. No card left with missed collection or anything. Now gone 2000 hrs (their deadline) and nothing.

Just tried to e-mail them through there website to complain and got an undeliverable message returned to my Inbox.

Flyboy152

mac2lrk wrote: »

My problem with this courier is with a claim. I sold something on ebay which arrived damaged.
Per their rules the buyer must accept delivery, then contact the sender and they deal with the claim.
Which I have done.
MyHermes contacted me via email and asked for photgraphs and details of the damage which were promptly provided. Then I have heard nothing else.
The item was insured for the correct amount and was within their guldelines for acceptance in the first place.
Does anyone know what my rights are with this, do they have a time by which they have to contact me or issue the refund or if they refuse the claim?
Any help much appreciated.

What is the time line?

jak_lister

My current status for my tracking is - hub trailer via sorter 6/4/11 12:12

By any chance would i receive my Parcel tomorrow morning (Before 12) i'm in Harrogate and i think Hermes are based in Leeds.

Cheers Guys


Jak

custardy

jak_lister wrote: »

My current status for my tracking is - hub trailer via sorter 6/4/11 12:12

By any chance would i receive my Parcel tomorrow morning (Before 12) i'm in Harrogate and i think Hermes are based in Leeds.

Cheers Guys


Jak

how can you expect anyone to tell you if it will be with you before 12?