Hermes delivery

juju26

Ordered something online, supposed to be delivered with Hermes 'Delivery 2 working days after dispatch'. It's been a week and still nothing received, and I am confused over the tracking. Apparently it was processed at depot then delivery was delayed...but now it says order generated which means it hasn't even been scanned through the system yet?

16/03/2016 19:15 Order Generated
15/03/2016 11:56 Delivery Delay
15/03/2016 06:50 Processed at Depot
13/03/2016 21:50 Hub Trailer Via Sorter
13/03/2016 21:49 Missing Pre-Advice

I spoke to Hermes - they said my tracking hasn't updated so they don't know the status of my parcel, and that I should contact the retailer. I contacted the retailer and they were pretty unhelpful, just said

'We apologise for the delay here but I am pleased to confirm that your order has been dispatched and should be delivered to you shortly.'

Does anybody understand what is going on with the Hermes tracking? And is the retailer supposed to do something about it if there's still no sign of my parcel?

wealdroam

juju26 wrote: »

Ordered something online, supposed to be delivered with Hermes 'Delivery 2 working days after dispatch'. It's been a week and still nothing received, and I am confused over the tracking. Apparently it was processed at depot then delivery was delayed...but now it says order generated which means it hasn't even been scanned through the system yet?

16/03/2016 19:15 Order Generated
15/03/2016 11:56 Delivery Delay
15/03/2016 06:50 Processed at Depot
13/03/2016 21:50 Hub Trailer Via Sorter
13/03/2016 21:49 Missing Pre-Advice

I spoke to Hermes - they said my tracking hasn't updated so they don't know the status of my parcel, and that I should contact the retailer. I contacted the retailer and they were pretty unhelpful, just said

'We apologise for the delay here but I am pleased to confirm that your order has been dispatched and should be delivered to you shortly.'

Does anybody understand what is going on with the Hermes tracking? And is the retailer supposed to do something about it if there's still no sign of my parcel?

Assuming the seller hired the carrier, then yes the retailer should be doing something about it.

It is the seller's job to get the goods to you in the agreed timeframe.

Hermes are totally within their rights not to even respond to you.
Quite simply, you are not their customer.

Perhaps you can negotiate a refund of all or some of the delivery costs with the seller.