Problem with Hermes Delivery Services

Flyboy152

babybluetwo wrote: »

Hermes delivered today - on time! They left a card to say we were out and let themselves into the back garden to leave the parcel in the greenhouse.
My partner sitting within view of the van the whole time and didn't hear any knock or doorbell.

I need to return the parcel but there is NO 'phone number on the parcel or the card.
Do they call this a service??

Wait a minute-you are complaining that you got your parcel on time? :eek: Is it possible that your bell doesn't work?

What is wrong with telephoning your supplier for returning the goods?

I have seen some genuine complaints and some general moans and groans on this thread, but this one is up there with, "I hate Hermes because they didn't install my washing machine." :wall:

mal4mac

I quite like the Amazon complaints procedure! The email response was quick and if you fill in the web form saying you are not happy with the response they *immediately* (2 seconds after sending the form!) phone you back...

... after they phoned me back I was told that Hermes had told them that it was "probably" lost somewhere in or about their Dunstable warehouse.

I think Amazon should have emailed me about this, though it's understandable they didn't, given the vagueness from Hermes.

Amazon could not guarantee that the replacement, to be sent by "first class", would not be delivered(?) by Hermes.

So I'll be cancelling the Amazon purchase, and will spend £20 more at the PC World down the road... a small price to pay for total peace of mind about delivery/returns. (I've found PC World to be very good about returns...)

mal4mac

Flyboy152 wrote: »

Wait a minute-you are complaining that you got your parcel on time?

No, they are complaining that they didn't ring/knock. It's quicker to bung it in the Greenhouse than go to the bother of seeing if the householder is in, and dealing with the customer face to face, and dealing with any problems, as any good delivery firm should.

For instance, if the customer no longer requires the article it saves them going through a returns procedure - but putting the customer, some other deliverer, and Amazon, through a more complex returns procedure.

A more personal for instance: Amazon in sending out a replacement to me said that if the original Hermes delivery somehow eventually turned up I should just refuse it - but if they bung it in the greenhouse without a bye or hello, how can I do that?

AlfieTheGnome

mal4mac wrote: »

No, they are complaining that they didn't ring/knock. It's quicker to bung it in the Greenhouse than go to the bother of seeing if the householder is in, and dealing with the customer face to face, and dealing with any problems, as any good delivery firm should.

Utter nonsense I'm afraid. It is much quicker for them to see the customer than to find a safe place and fill in the card (they can deliver 30 parcels per hour on a 'very good' day, by which they mean the customers are in, rather than 15-20 normally). Also, they often get unscheduled returns from customers when they are delivering which means more money for them.

Flyboy152

mal4mac wrote: »

No, they are complaining that they didn't ring/knock. It's quicker to bung it in the Greenhouse than go to the bother of seeing if the householder is in, and dealing with the customer face to face, and dealing with any problems, as any good delivery firm should.

Nonsense. The courier would have to negotiate the back gate, look for somewhere suitable, walk across the garden, open the door, put the package in the greenhouse, close the door, walk back to the gate and close it. Compare that to the micro-second it takes to ring the bell and your "theory" fails.

For instance, if the customer no longer requires the article it saves them going through a returns procedure - but putting the customer, some other deliverer, and Amazon, through a more complex returns procedure.

And what on Earth would give the courier any indication that the parcel would be rejected?

A more personal for instance: Amazon in sending out a replacement to me said that if the original Hermes delivery somehow eventually turned up I should just refuse it - but if they bung it in the greenhouse without a bye or hello, how can I do that?

But Babybluetwo's parcel was on time, not a replacement (not that the courier would have any idea if it was) and there was no indication that there was any problem with it at all.

Flyboy152

mal4mac wrote: »

I quite like the Amazon complaints procedure! The email response was quick and if you fill in the web form saying you are not happy with the response they *immediately* (2 seconds after sending the form!) phone you back...

... after they phoned me back I was told that Hermes had told them that it was "probably" lost somewhere in or about their Dunstable warehouse.

I think Amazon should have emailed me about this, though it's understandable they didn't, given the vagueness from Hermes.

Amazon could not guarantee that the replacement, to be sent by "first class", would not be delivered(?) by Hermes.

So I'll be cancelling the Amazon purchase, and will spend £20 more at the PC World down the road... a small price to pay for total peace of mind about delivery/returns. (I've found PC World to be very good about returns...)

Yeah.....of course you will. :wall:PC World...good about returns. :rotfl:

Simongw

Here is my experience of Hermes delivering for Amazon:

http://www.myexperienceof.net/page16.htm

It is the deceit that really gets me!

Flyboy152

And you immediately dismissed that a genuine mistake might have occurred. Not really bitter then?

stillonhold

i sent a parcel with items being returned to a seller via hermes with an extra fee for £100 insurance and more on top of that for the all important recorded delivery. i called the seller since i had not recieved a refund in a substantial amount of time, they said that they had not recieved the parcel which was strange considering the parcel tracker stated that it had been signed for (giving a date and time of signiture). no problem i thaught, i can just get the signiture from hermes as i had payed for recorded delivery. i have called all the illusive numbers and bombarded hermes with emails pleading for a human advisor to contact me but i have had no luck. meanwhile the parcel may or may not have been recieved by someone who may or may not be the right person. i just want a human from hermes to contact me. what should i do.

Simongw

Flyboy152 wrote: »

And you immediately dismissed that a genuine mistake might have occurred. Not really bitter then?

And what "mistake" might that be? The evidence is on the tracking- and if that is wrong, whose responsibility is it?