Problem with Hermes Delivery Services

spook

Another bad experience with Hermes here - they attempted to deliver my Amazon parcel while I was away, and then returned it to Amazon the next working day (instead of after 3 working days as stated on the tracking data).

Calmly explained this to the unfriendly & rude courier on the phone, but he accused me of reading it wrong.

Flyboy152

spook wrote: »

Another bad experience with Hermes here - they attempted to deliver my Amazon parcel while I was away, and then returned it to Amazon the next working day (instead of after 3 working days as stated on the tracking data).

Calmly explained this to the unfriendly & rude courier on the phone, but he accused me of reading it wrong.

Maybe you have. Where does Hermes say they will wait three days before sending to back to Amazon? If you were on holiday, why did you arrange to have something delivered?

spook

Flyboy152 wrote: »

Maybe you have. Where does Hermes say they will wait three days before sending to back to Amazon?

Copied & pasted from the online parcel tracking data:

"Third and final delivery attempt. The package will be held for 3 working days before returning to Amazon.com. Please contact the carrier"

Flyboy152 wrote: »

If you were on holiday, why did you arrange to have something delivered?

I wasn't on holiday, but I had to go away for a few days over the weekend. I didn't expect this to be a problem because all other parcel companies I've used will keep items for at least a week.

Flyboy152

spook wrote: »

Copied & pasted from the online parcel tracking data:

"Third and final delivery attempt. The package will be held for 3 working days before returning to Amazon.com. Please contact the carrier"

Thank you....I was not aware of this. But if you were on holiday, how would Hermes know when you are due back?

ETA:

Just looked at a Hermes calling card, left last month from a delivery I wasn't in for, it says:

"After final attempt goods will be returned to sender if no contact made."

I wasn't on holiday, but I had to go away for a few days over the weekend.

It doesn't matter, you still were not going to be there.

I didn't expect this to be a problem because all other parcel companies I've used will keep items for at least a week.

Do they know your holiday dates?

spook

Flyboy152 wrote: »

Thank you....I was not aware of this. But if you were on holiday, how would Hermes know when you are due back?

It doesn't matter, you still were not going to be there.

Do they know your holiday dates?

Why is any of this relevant? All I expect of a delivery company is to attempt delivery, leave a card if I'm out and give me a reasonable chance to arrange redelivery.

Returning the item to sender 3 working days from the first delivery attempt doesn't count as a reasonable time period in my opinion, and in any case the tracking information clearly stated a different timescale.

None of this really matters anyway, because the main reason I was annoyed with them was that their driver was so unpleasant and rude when I called.

Also, there's no way to contact them to complain (as the number on the card doesn't allow you to speak to a human, and contacting them through their e-mail form results in an automated reply stating that they are unable to respond).

(Thankfully Amazon do still understand good customer service and are sending me out a replacement item via a different courier).

spook

Flyboy152 wrote: »

ETA:

Just looked at a Hermes calling card, left last month from a delivery I wasn't in for, it says:

"After final attempt goods will be returned to sender if no contact made."

I know, ambiguous. But that doesn't state a specific timescale for returning the goods to sender and the tracking page does. This was what I was trying to explain to the delivery driver when he started to shout at me.

Flyboy152

spook wrote: »

Why is any of this relevant? All I expect of a delivery company is to attempt delivery, leave a card if I'm out and give me a reasonable chance to arrange redelivery.

Which is what they have done.

Returning the item to sender 3 working days from the first delivery attempt doesn't count as a reasonable time period in my opinion, and in any case the tracking information clearly stated a different timescale.

How long should they hold on to the supplier's goods? Should they charge a storage fee?

None of this really matters anyway, because the main reason I was annoyed with them was that their driver was so unpleasant and rude when I called.

Are sure there wasn't some element of him responding to someone having a go at him for something he has no control over?

How much do you think the driver gets paid for not delivering your package?

Also, there's no way to contact them to complain (as the number on the card doesn't allow you to speak to a human, and contacting them through their e-mail form results in an automated reply stating that they are unable to respond).

How did you talk to the driver then?

(Thankfully Amazon do still understand good customer service and are sending me out a replacement item via a different courier).

So, why the gripe?

Flyboy152

spook wrote: »

I know, ambiguous. But that doesn't state a specific timescale for returning the goods to sender and the tracking page does. This was what I was trying to explain to the delivery driver when he started to shout at me.

I agree he shouldn't have shouted, but again, was it because you were not listening. He has instructions to return any undeliverable packages immediatley. If Hermes has sent it back to Amazon, that is not his fault.

spook

Flyboy152 wrote: »

How long should they hold on to the supplier's goods? Should they charge a storage fee?

a. Most other firms I've used keep things for 7 days, and b. That's up to them but sounds like a silly idea.

Flyboy152 wrote: »

Are sure there wasn't some element of him responding to someone having a go at him for something he has no control over?

Might have been, if I had been having a go at him, but I wasn't, so no. I was just calling to arrange redelivery. When he said it had been returned, I asked "oh, why, because the tracking page states it will be kept for three days?" - this was where he started getting arsey.

Flyboy152 wrote: »

How much do you think the driver gets paid for not delivering your package?

Huh? I've no idea. Again, this is irrelevant.

Flyboy152 wrote: »

How did you talk to the driver then?

I meant the number printed on the card. The driver's mobile phone number was written on there. The 0844 phone number printed on the card is a recorded message telling you to contact your seller.

Flyboy152 wrote: »

So, why the gripe?

My time wasted. Not feeling happy at being told off by the delivery driver. The fact that I might have ended up out of pocket had it not been for Amazon's goodwill gesture.

Flyboy152 wrote: »

I agree he shouldn't have shouted, but again, was it because you were not listening. He has instructions to return any undeliverable packages immediatley. If Hermes has sent it back to Amazon, that is not his fault.

I was listening, but he wasn't. I wasn't rude to him, but he was rude to me.

From my point of view, as the customer, he isn't an individual person doing a job, he's the sole representative of a company which has just failed at its communication with me. I know it wasn't his fault, but it was his company's fault and he should have had a better attitude about it.

Flyboy152

spook wrote: »

a. Most other firms I've used keep things for 7 days, and b. That's up to them but sounds like a silly idea.

Then restrict your purchases to those companies.

Might have been, if I had been having a go at him, but I wasn't, so no. I was just calling to arrange redelivery. When he said it had been returned, I asked "oh, why, because the tracking page states it will be kept for three days?" - this was where he started getting arsey.

Hmm......

Huh? I've no idea. Again, this is irrelevant.

It is very relevant. He gets paid nothing for a non-delivery. So it is unlikely he decided arbitrarily not to retain your parcel. The driver does not get paid his forty-five pence until the delivery is made (don't forget the cost of petrol, RFL, wear and tear on the car, insurance, maintenance etc.) and his profit is about thirty pence.

I meant the number printed on the card. The driver's mobile phone number was written on there. The 0844 phone number printed on the card is a recorded message telling you to contact your seller.

So, a driver who is intent on being negative and rude to you had the courtesy to give you his personal telephone number.

My time wasted. Not feeling happy at being told off by the delivery driver. The fact that I might have ended up out of pocket had it not been for Amazon's goodwill gesture.

How have you, or would have, ended up out of pocket?

I was listening, but he wasn't. I wasn't rude to him, but he was rude to me.

Sounds like a bit of a clash of assumptions and views.

From my point of view, as the customer, he isn't an individual person doing a job, he's the sole representative of a company which has just failed at its communication with me. I know it wasn't his fault, but it was his company's fault and he should have had a better attitude about it.

He is an individual doing a job, that is very much the point of what he does. He is self-employed and provides services to Hermes. If you have an issue with the way Hermes carries out their business, you should have discussed it with them. But seeing as your contract is with Amazon, your first port of call is with them.