Hermes issue and eBay GSP

Fruitloops

I've just had this conversation with Hermes LiveChat:

LiveChat: Hi, my name is ***** *****. How may I help you?

Me: Hi, I'm expecting a parcel that has come from the USA and is now apparently with Hermes. There is an 'order generated' on the tracking at 1:18 this morning. There's been no update since. This package was due for delivery between 16th-26th June. However, it's June 26th tomorrow, so I was wondering what's happening with this parcel. Thank you.

LiveChat: Unfortunately as you have booked the parcel via Citipost DSA, you will need to contact their Customer Service team.

Me: I did and they said to contact you, as it's with you now.

LiveChat: Unfortunately, although it is Hermes delivering the parcel, Citipost DSA do not outsource their Customer Service to us. Please contact your retailer regarding the delivery details.

Me: Citipost have told me the parcel is at Hermes, so shouldn't I be able to find that out from you? How will Citipost or the seller know?

LiveChat: We apologise for any inconvenience caused due to this particular situation.
LiveChat: Unfortunately, I am unable to provide any information regarding this parcel which is booked through an online retailer, as we at myHermes can only see the partial details of such parcels.

Me: All I want to know is where it is exactly and how far along it is in the delivery process?

LiveChat: I would request you to please contact your retailer regarding the delivery details of the parcel.

Me: It's a seller from the USA, they won't know what's happening at Hermes. I have the tracking number, so I'm confused as to why you can't tell me more.

LiveChat: We at myHermes are not able to view the tracking updates for a retailer parcel, hence I am unable to confirm the current status of this parcel.

Me: It's a parcel through the eBay GSP, and it's been passed to Hermes. It's in your possession,so I've been told by Citipost, why can't you tell me?

LiveChat: I understand your concern, however, as per the terms of the contract with any retailer, we are forbidden to provide, discuss or confirm any details regarding parcels that have not been directly booked through us at myHermes.

Me: I don't understand. It's my parcel, which I have paid for and I have the tracking number. What's the issue with details?

LiveChat: Unfortunately, I am unable to provide any information regarding this parcel which is booked through an online retailer, as we at myHermes can only see the partial details of such parcels.

Me: So, you're just repeating info you've said instead of explaining to me? Okay. Thank you.

LiveChat: I am sorry for the inconvenience this may have caused to you.
LiveChat: You are welcome.
LiveChat: Thank you for contacting us at myHermes.
LiveChat: Have a good day.

I know I might be panicking over nothing, but I've been reading horror stories about GSP and Hermes and so on, and I don't understand why they can't tell me anything. Can anybody explain this to me? Thank you.

rach_k

I suppose they can't explain anything to you as you are not the customer they have the contract with.

I think you are panicking far too early. Hermes parcels often sit at 'order generated' for a couple of days for me, so just wait and see if it arrives tomorrow. If it's not arrived in a couple of days, try contacting CitiPost again - they are the ones who passed it to Hermes so they should be able to find out. Neither company is going to put their back out hunting for it now when it's not even past due yet.

Fruitloops

You're probably right, thanks for your reply. I think reading reports of so many problems from so many people has me on edge now. It's an expensive item so I'm definitely feeling paranoid.

mrcol1000

Fruitloops wrote: »

You're probably right, thanks for your reply. I think reading reports of so many problems from so many people has me on edge now. It's an expensive item so I'm definitely feeling paranoid.

Bear in mind though that if you ordered something and it turned up, you are unlikely to go on the internet to talk about it. If it didn't turn up, you are far more likely to. Hence things are skewed to make it seem worse than it actually is.

ballisticbrian

To be honest, why didn't you wait till the due date anyway and save yourself a whole heap of trouble?

Fruitloops

Just wanted to update and say this arrived today. My apologies for the pointless thread, admins can delete if you like. I wound myself up reading horror stories and my anxiety got the better of me. Next time I won't jump the gun! Thanks all.