Problem with Hermes Delivery Services

Flyboy152

Any developments?

Smittenkitten81

Hermes have been 'attempting' to deliver a parcel from Wallis for 7 days now. It was posted on the 5th, every day it's the same message, 'courier received' then a few hours later 'courier to reattempt' even though I'm sitting here in the office waiting for them. There's been no cards left and from what I can tell no attempts have been made to deliver because I'd be able to see them!!!!

I've called Wallis twice who have left specific delivery directions with Hermes in case they can't find me and I've given them my number to call, but so far, nothing!

It's SO frustrating. All the other delivery services have no problem finding us, what's the hold up with Hermes?? Ridiculous!

There's no way to get hold of them directly either, grr.

ANON_2

I have had hermes "Attempt" delivery today, whilst i was sitting next to the door.. no one turned up.
tracking website updated - 12/07/2011 16:31 Courier to Re-attempt

Emailed website said contact supplier. They said hermes closed at 16.30 and they will contact them tomorrow and get back to me.
No good now, i've waited at home all day.

If it's not here tomorrow, I will cancel order and they can collect back from hermes.

NetLawMan - Can a consumer cancel an order before they receive the goods or where goods are lost in transit?
Yes.

Flyboy152

ANON wrote: »

I have had hermes "Attempt" delivery today, whilst i was sitting next to the door.. no one turned up.
tracking website updated - 12/07/2011 16:31 Courier to Re-attempt

Emailed website said contact supplier. They said hermes closed at 16.30 and they will contact them tomorrow and get back to me.
No good now, i've waited at home all day.

If it's not here tomorrow, I will cancel order and they can collect back from hermes.

I think someone at your supplier is feeling a little bit lazy today.

NetLawMan - Can a consumer cancel an order before they receive the goods or where goods are lost in transit?
Yes.

In NLM's absence, yes you can.

KatieWoo

Bought xmas pressie for partner which was sent by Hermes but they didn't even try to deliver, just returned to Burtons who tried to redeliver. Nightmare, ended up getting everything refunded and was allowed to keep anything that did end up getting delivered. Then today, with same Hermes company, an expensive Bluray player was apparently left in porch last night. Noting however that i live in a block of flats so is a comunal entrance. No sign of parcel and neighbouts deney all knowledge. Have been on phone to sender and Hermes. Staff on phone at Hermes are wonderful by the way. Couriers are all self employed and was even told some are better than others. Have ended up finding out, it wasnt left in porch, courier still has it but shes given her address so I can go and collect personally. Problem solved but very very annoyed. My complaints have been lodged with both Amazon and Hermes.
Hermes number is posted in thread on earlier page

Fruitful_2

I recently purchased an item on ebay and the seller used Hermes to deliver. Days passed and the item seemed to be taking a long time to get here so I emailed the seller and she gave me a tracking number for Hermes and said that the item had been delivered. I never saw the item, was not even at home at the time it was supposedly delivered, no card was put through the door.

When I checked the info on the website it said that the item had been left in my porch. I live in West London on a very busy road, we have been broken into three times in the past. I NEVER go out and leave ANY doors unlocked. Even if my porch had been open, its not a secure place to leave anything. We have travellers driving up and down all day looking for scrap metal and anything else they can take. If its not locked down it will be taken and everyone here is very security conscious.

The seller was co operative until it became apparent that the item was lost, she then got abusive, accused ME of being fraudulent, and I have now had to open an ebay / paypal dispute. I am concerned that I may suffer a loss here because she keeps producing this tracking number as if that is all she needs to provide to prove that the item was delivered.

The seller then claimed that she had spoken to Hermes, to the field manager and to the delivery person herself. This morning I called them (thanks to the number posted in this thread - very pleased to find that).

The man on the phone kept repeating that he couldnt discuss this with me and I needed to communicate with the seller. My issue is that the seller has been told by Hermes that the package WAS delivered and she doesnt believe that I dont have it so where does that leave me?

I was eventually given the number of the delivery lady who is still saying she left it in my porch - either she left it in someone elses porch by mistake or she is covering up her own mistake by insisting that she did. If she left it on the doorstep outside of my LOCKED porch it would have been stolen. She also told me that at no point has she or her field manager spoken to the seller.

So where does this leave me? If ebay accept that the tracking number and word of the delivery driver is proof of delivery then I have lost my money and the seller thinks that I am the scammer.

Flyboy152

Fruitful wrote: »

I recently purchased an item on ebay and the seller used Hermes to deliver. Days passed and the item seemed to be taking a long time to get here so I emailed the seller and she gave me a tracking number for Hermes and said that the item had been delivered. I never saw the item, was not even at home at the time it was supposedly delivered, no card was put through the door.

When I checked the info on the website it said that the item had been left in my porch. I live in West London on a very busy road, we have been broken into three times in the past. I NEVER go out and leave ANY doors unlocked. Even if my porch had been open, its not a secure place to leave anything. We have travellers driving up and down all day looking for scrap metal and anything else they can take. If its not locked down it will be taken and everyone here is very security conscious.

The seller was co operative until it became apparent that the item was lost, she then got abusive, accused ME of being fraudulent, and I have now had to open an ebay / paypal dispute. I am concerned that I may suffer a loss here because she keeps producing this tracking number as if that is all she needs to provide to prove that the item was delivered.

The seller then claimed that she had spoken to Hermes, to the field manager and to the delivery person herself. This morning I called them (thanks to the number posted in this thread - very pleased to find that).

The man on the phone kept repeating that he couldnt discuss this with me and I needed to communicate with the seller. My issue is that the seller has been told by Hermes that the package WAS delivered and she doesnt believe that I dont have it so where does that leave me?

I was eventually given the number of the delivery lady who is still saying she left it in my porch - either she left it in someone elses porch by mistake or she is covering up her own mistake by insisting that she did. If she left it on the doorstep outside of my LOCKED porch it would have been stolen. She also told me that at no point has she or her field manager spoken to the seller.

So where does this leave me? If ebay accept that the tracking number and word of the delivery driver is proof of delivery then I have lost my money and the seller thinks that I am the scammer.

Just a quick question:

What did you expect the courier to do with your parcel if you weren't there to accept it?

Fruitful_2

Flyboy152 wrote: »

Just a quick question:

What did you expect the courier to do with your parcel if you weren't there to accept it?

Put a card through the door to let me know either where I can collect it or where it was left (IF there was a safe place such as a neighbour). What would you expect them to do?

The courier has now admitted that she mistakenly left the package at 34, I live at 43. We have asked them if they have it and they are saying they do not. Hermes are refusing to update the tracking info to reflect that this package is in fact lost. So when I file a dispute with paypal, they will take one look at the tracking info and assume that I received the package because all of this info has been passed to me verbally over the phone and the records still indicate that it was delivered to my house so it will still be MY LOSS.

Flyboy152

Fruitful wrote: »

Put a card through the door to let me know either where I can collect it or where it was left (IF there was a safe place such as a neighbour). What would you expect them to do?

The courier has now admitted that she mistakenly left the package at 34, I live at 43. We have asked them if they have it and they are saying they do not. Hermes are refusing to update the tracking info to reflect that this package is in fact lost. So when I file a dispute with paypal, they will take one look at the tracking info and assume that I received the package because all of this info has been passed to me verbally over the phone and the records still indicate that it was delivered to my house so it will still be MY LOSS.

So, leaving it with a neighbour didn't work then, did it. Where would you have collected it from? Hermes don't have anywhere you can collect a parcel from. If your neighbours are as unreliable as it seems, what else would you expect the courier to have done?

Your dispute is and should always remain with the seller initially and then PayPal. Do not accept that PayPal will only accept a dispute based on the online tracking information. The onus is on the seller to prove it has been delivered. Leaving the goods in a "safe place" is not acceptable for proof of delivery.

Fruitful_2

Flyboy152 wrote: »

So, leaving it with a neighbour didn't work then, did it. Where would you have collected it from? Hermes don't have anywhere you can collect a parcel from. If your neighbours are as unreliable as it seems, what else would you expect the courier to have done?

Your dispute is and should always remain with the seller initially and then PayPal. Do not accept that PayPal will only accept a dispute based on the online tracking information. The onus is on the seller to prove it has been delivered. Leaving the goods in a "safe place" is not acceptable for proof of delivery.

I didnt post here to get into an argument or have to defend myself. I would imagine that people come here for impartial advice.

She didnt 'leave it with a neighbour', she mistakenly delivered it to the wrong house and then updated her tracking device to say she had left it at mine. So she didnt knock their door and say 'can you take this in for so and so'. She thought she had the right house which is something else entirely isnt it? That makes HER the unreliable one does it not?

Given that I am not the one who has used Hermes to deliver goods, and knew nothing about them until this mess, how would I know that they dont have anywhere for me to collect a parcel?

My issue with them now is that they are refusing to update the tracking info to indicate that the item is lost, and she is refusing to refund me even though they have informed her that this is the case and also offered to reimburse her. So she could end up keeping my money and getting the same amount compensated all because Hermes wont update the online info which is what she is going to use in the paypal dispute.

As far as I am concerned that is a big flaw in their system.