How to complain to Hermes :(

absolutereturn

Does anyone know how to escalate complaints to Hermes? An eBay buyer messaged me saying they'd not received an item posted on December 17, I went to Hermes immediately and it shows up as being collected from Parcel shop but nothing after that. I did the online chat thing, they said it would take around 48 hours, they contacted me with a damaged items claim form, I messaged back saying the item wasn't damaged, it was not delivered. Now they are saying they can't do anything because it's been more than 28 days!!! :mad: :mad: :mad: :mad: :mad:

I was given a phone number by the local parcel shop guy, however, that's the complaints line for parcel shops not customers. Does anyone have a phone number or email address to escalate a complaint?

Many thanks

jeffuk

Hermes or Myhermes?

I've had results by contacting Myhermes via Facebook.
https://www.facebook.com/myHermesdelivery/?fref=ts

amerste

A number I have used to make contact is 08712461583.

CouponWoman

Sometimes myhermes don;t update the system but your parcel has been delivered. I have had parcels that show as not delivered (I have 2 showing now) but they have and I have received pos feedback. I was told its when the drivers handset is either faulty or not used.

I wonder why your buyer left it so long to tell you they hadn;t received the item???

CWxx

mrcol1000

It is the same claim form for lost and damaged items, so really you should have filled that in. Personally, I'd fill the form in and then take it from there. Whatever happens you will need to refund the buyer as if they opened a case, as online tracking does not show delivery then you will lose a case and be forced to refund.

absolutereturn

CouponWoman wrote: »

Sometimes myhermes don;t update the system but your parcel has been delivered. I have had parcels that show as not delivered (I have 2 showing now) but they have and I have received pos feedback. I was told its when the drivers handset is either faulty or not used.

I wonder why your buyer left it so long to tell you they hadn;t received the item???

CWxx

In this case it was the buyer's message that alerted me so I went to the Hermes site and it doesn't show anything happening after the parcel was collected on the 18th of December.

I also wonder why they left it so long to say they'd not received the item, fair enough to expect delays at Christmas and people often go away but waiting over a month? I thought about adding something to the listings saying "please let us know if you don't receive the items within x days" however, I don't want to put ideas in people's heads.

absolutereturn

amerste wrote: »

A number I have used to make contact is 08712461583.

jeffuk wrote: »

Hermes or Myhermes?

I've had results by contacting Myhermes via Facebook.
https://www.facebook.com/myHermesdelivery/?fref=ts

Thanks to both, :T I shall give it a try.

I thought they were the same company, perhaps using MyHermes as their website due to domain name availability issues.

mrcol1000 wrote: »

It is the same claim form for lost and damaged items, so really you should have filled that in. Personally, I'd fill the form in and then take it from there.

Ah, the link said it was for damaged items and then the form asked for description of the damage, photos, etc. I shall submit the form then. Thanks for the tip. :beer:

mrcol1000 wrote: »

Whatever happens you will need to refund the buyer as if they opened a case, as online tracking does not show delivery then you will lose a case and be forced to refund.

They've not opened a dispute yet, just sent a message. Fortunately it's a very low value item, one where the value is no higher than the Hermes delivery charge and I've just got a payment for a similar amount for another item.

November2

Sign into Myhermes, click 'help' then 'find an answer', half way down page is the email you require and details of how to make a complaint.

graspthenettle

Just a thought, but when you checked on the myhermes site to see where the parcel was, did you log in? If you did, you get a far limited view of proceedings that in you just go the site and enter the number as though you were the receipient.

absolutereturn

graspthenettle wrote: »

Just a thought, but when you checked on the myhermes site to see where the parcel was, did you log in? If you did, you get a far limited view of proceedings that in you just go the site and enter the number as though you were the receipient.

Oh yes, I did log in. Still trying to get this sorted after submitting the form, the amount is probably not even worth the hassle.