Hermes

Clm80

Hello

I have sent a parcel via Hermes on 23 November. On 1 st December the recipient contacted me to advise she'd missed the delivery on 28th November and found a Hermes card saying they would redeliver on 29th November. Hermes never attempted to deliver item the following day.

The phone lines (all options) result in 'we have a technical difficulty' message before cutting you off. So after 40 mins in a queue on web chat I was told and investigation would be opened and I'd get a response within 48 hrs.

Two days later nothing, Their phones still not putting customers through to them, I resorted to web chat again....was over 500 :mad: to be eventually told please allow another 24 hours.

On 5 December I emailed them a formal complaint. Have heard nothing back on the complaint even though the auto reply stated I'd receive a response within 5 days.

The investigation team came back saying the parcel had been delivered but they'd looked at the wrong parcel - I noticed the parcel I did was wrong. So I replied stating this. Heard nothing.

I've had to refund my buyer.....I've no idea where the parcel is, and have lost a sale and the cost of the postage and the item itself.

I am so frustrated! I cannot get anywhere with Hermes.

Please has anyone got any advise. I've tried to look if they are under a regulating body so I can escalate the complaint to them.

Thank you

dacouch

What does the tracking of the parcel say?

neilmcl

I recently returned an item and despite the seller sending confirmation that they received the item and are refunding me it still says on it's it way on Hermes tracking, and that was 7 days ago.

hollydays

Had very few problems with my Hermes. They are incredibly cheap, - and offer tracking which is invaluable with Ebay,so I love them
Plus instead of hanging on to proof of postage from Royal Mail, it's all recorded for future reference-yay!

It's not news. Cheap parcel company fails to deliver parcel and has technical problem.
I can send a small parcel for less than three squid with tracking.i can drop it off from 7 am till 11 pm

Clm80

It says attempted to deliver on 23rd and 28th then its not been updated since....

hollydays

Parcel is probably lost-it happens

Clm80

So there is nothing I can do?

IceColdRum

You need to speak to them through web chat again with the correct parcel details and state that it's not been redelivered and the tracking has not updated, chances are it's lost which is good news as Hermes deliveries are insured against loss for upto £25