My Hermes did not Collect

NML

I sold something via ebay and booked and paid for my hermes to come on Thursday and Collect a parcel from my home via paypal. I have sent loads of parcels with them and I know from reading the boards some people have loads of problems with them, but my experience has always be good up until now. However on this occasion they have been useless, they did not come yesterday so I contacted them today to be told they would collect today but I still have the parcel. They are now saying the following

With the details provided by you I can confirm this parcel is from Parcel2go.

Unfortunately, you have contacted myHermes; we are only a small brand within the Hermes Company and cannot reply on behalf of retailers like Amazon or Topman, nor can we deal with companies who are using us as a third party courier like Parcel2go or Interparcel.

seems very strange to me, I order paid and booked via them and all the paperwork is theirs, I have gone back to them but can anyone let me know if they have had a similar experience and what to do thanks, I still have the parcel and my poor customer is waiting

hollydays

Ring my Hermes.
What details did you provide?

ailey

Same thing happened to me a couple of weeks ago and I found from their website that they have a Facebook page so I sent a private message to them on the FB page and they are very good at replying fairly quickly. I told them that I have never been let down before and have sent many parcels with them. The courier told me when I phoned that he was on holiday and someone else was doing it but not doing the job right. I explained this to the Hermes person on FB also. The original courier turned up the following week, 4 days late and it was on it's way. I think they pulled out the stops as the parcel got there in a couple of days. The recipient was lovely and totally understood that these things happen occasionally. The item was part of a child's birthday present too so I felt so bad about that. I was afraid in case my stars would be marked down through no fault of my own but the buyer did not do that but some would have as not everyone understands that things can go wrong with deliveries.

Anyway give the Facebook private message a try and they should help.

NML

Hi Hollydays, they have had all the correct details thanks and not easy to get through too via phone
Thanks Ailey for your help with a similar problem. I will facebook them, maybe mine is just on hols too, he is normally very good

sequence

This happened to me as well a few weeks ago. I gave up waiting and sent it by Royal Mail instead.

NML

They have just showed up and new collector explained that the old collector left on weds with 3 days of backlog and she has had so much trouble sorting it all out, seems like a really nice lady and I did feel sorry for her, all sorted now thanks

mrcol1000

For future reference you can drop this off at a My Hermes Parcel Shop if one is local. It doesn't matter if it is down for collection they will accept. I have both accidently put down for collection when I meant to drop off. As well as getting fed up when a replacement courier has not turned up when my normal one is away.

theonlywayisup

NML wrote: »

seems very strange to me, I order paid and booked via them and all the paperwork is theirs, I have gone back to them but can anyone let me know if they have had a similar experience and what to do thanks, I still have the parcel and my poor customer is waiting[/SIZE][/SIZE][/FONT][/FONT]

Whilst you have sorted it now, for future reference if you book through Parcel2go or another agent it is THEM you need to contact for the failure in collection. Your contract is a third party contract via the booking agent, not the courier.

I can't work out from your OP if you booked direct or via P2G.

NML

theonlywayisup wrote: »

Whilst you have sorted it now, for future reference if you book through Parcel2go or another agent it is THEM you need to contact for the failure in collection. Your contract is a third party contract via the booking agent, not the courier.

I can't work out from your OP if you booked direct or via P2G.

I booked through my hermes I contacted them they confused the issue by telling me I had used Parcels 2 go, I don't even have an account with p2g. My hermes was the booking agent that I contacted, they have now collected thanks

theonlywayisup

NML wrote: »

I booked through my hermes I contacted them they confused the issue by telling me I had used Parcels 2 go, I don't even have an account with p2g. My hermes was the booking agent that I contacted, they have now collected thanks

Very odd.

In future, if you use Twitter, that is the quickest way to get problems resolved that I have found.

hollydays

NML wrote: »

Hi Hollydays, they have had all the correct details thanks and not easy to get through too via phone
Thanks Ailey for your help with a similar problem. I will facebook them, maybe mine is just on hols too, he is normally very good

I use them a lot and have rung them several times in the last few days- dead easy and answer quite quickly?!!