Anyone took My Hermes to dispute via Paypal?

Tara100

Hi

I'm at my wits end with a booked collection that just won't get picked up.

I booked a collection for last Thursday 29th Aug, and the courier didn't arrive. I e-mailed them same evening, and requested a collection for the next day (and asked for a response too, but at today Sun pm 1st Sept, i still haven't been contacted)

The parcel wasn't picked up on Fri 30th, so I phoned them this time, and was told that I would be contacted within four hours via phone or e-mail. This didn't happen either.
I called Hermes again yesterday morning to be told that the 'stand-in' courier would collect the parcel in the afternoon. This didn't happen.

I am now of the opinion that I must take the parcel to a drop off point (I couldn't last week as I had no transport, but can now)
There is no way I am phoning Hermes for a third time to be told another load of tosh, as the two calls so far cost me £2.70 mobile phone credit (0845 number)

So, if I take the parcel to the drop off point, this will mean booking the parcel in again and paying again.
I have opened a dispute within Paypal and wondered how others have fared through doing the same? (I can't be the only one to do this )

Many thanks
Tara

sequence

I don't think buyer protection covers services.

steveE2

Can't see you getting far with a Paypal claim

13.3 What type of payments are eligible for re-imbursement under PayPal Buyer Protection?
a. PayPal Buyer Protection only applies to PayPal payments for certain tangible, physical goods. Payments for the following are not eligible for re-imbursement under PayPal Buyer Protection:
i. intangible items
ii. services

soolin

I had an issue with MyHermes charging me twice but as has been posted about I was not protected by PayPal buyer protection so I didn't bother with a claim. Instead I made a (polite) fuss on Facebook and it got sorted remarkably quickly.

I am a great believer in dealing with companies through social media, as long as you don't rant or sound daft they do appear to want to help if only to protect their reputation.

Tara100

steveE2 wrote: »

Can't see you getting far with a Paypal claim

The claim is open though in resolution centre, and Hermes have x amount of days to reply to me.

theonlywayisup

The claim, when reviewed will be closed in Hermes favour as there is no buyer protection.

To be fair, if you booked for Thursday and they failed but you only told them late Thursday, that's about par for the course, I would suggest you are on their pick up for Tuesday.

Ring them, or tweet if they are on twitter. That really is your only way forward.

steveE2

Tara100 wrote: »

The claim is open though in resolution centre, and Hermes have x amount of days to reply to me.

A case may be opened but paypal will not normally find in your favour

Even if your payment is not eligible for PayPal Purchase Protection, you can file a Dispute and try to resolve the issue directly with the Seller; however, PayPal will generally not find in your favor if you escalate a Dispute to a Claim for an item which is not eligible for PayPal Purchase Protection.

Tara100

theonlywayisup wrote: »

The claim, when reviewed will be closed in Hermes favour as there is no buyer protection.

To be fair, if you booked for Thursday and they failed but you only told them late Thursday, that's about par for the course, I would suggest you are on their pick up for Tuesday.

Ring them, or tweet if they are on twitter. That really is your only way forward.

Eh? Call them?

I mailed Thurs, phoned Fri and phoned Sat.

On Sat am I was told over the phone that the courier had been contacted, and that he would definitely collect the parcel before 9:30pm.

I think I've been fobbed off enough, and do not believe anyone will pick up tomorrow either.

theonlywayisup

Tara100 wrote: »

Eh? Call them?

I mailed Thurs, phoned Fri and phoned Sat.

On Sat am I was told that the courier had been contacted, and that he would definitely collect the parcel before 9:30pm.

I think I've been fobbed off enough, and do not believe anyone will pick up tomorrow either.

Email doesn't count nor does Sat or even Sunday. They really only work on complaints Mon - Fri.

You can either split hairs with me or take my advice, as per soolin I would suggest social media. I would go with Twitter but she has suggested FB. Posting about what you have done already will do nothing to move your complaint forward. As clearly none of those actions you have taken already did any good.

Get on social media and ask for some help. Failing that, you will have to ring again on Monday, but ask for a supervisor.

In the meantime, I would be getting the parcel out with another carrier and apologising to the buyer.

Tara100

theonlywayisup wrote: »

Email doesn't count nor does Sat or even Sunday. They really only work on complaints Mon - Fri.

You can either split hairs with me or take my advice, as per soolin I would suggest social media. I would go with Twitter but she has suggested FB. Posting about what you have done already will do nothing to move your complaint forward. As clearly none of those actions you have taken already did any good.

Get on social media and ask for some help. Failing that, you will have to ring again on Monday, but ask for a supervisor.

In the meantime, I would be getting the parcel out with another carrier and apologising to the buyer.

I am not splitting hairs - you told me to call them, I told you I have twice, and twice I was assured that the parcel would be collected next and same day. FACT.

pinkshoes

!0113 397 6400 - land line number for My Hermes.

https://www.saynoto0870.com