Interparcel/PostNL/Hermes issue

nig3d

Hi,

let me start saying that I didn't know that Interparcel/PostNL were using Hermes for dispatching from the UK. If I knew it, I wouldn't have chosen the service at all.
With this premise, my parcel going to Germany is stuck at the London Depot since last Wednesday. I raised a formal complaint and the answer was:

Post NL have advised that they have to refuse deliveries from a specific company. Hermes are trying to do a bulk / pallet delivery of parcels to Post NL, but the pallets contain all of our parcels, but also some from the company they will not accept parcels from and is therefore being refused.

How do you suggest me to proceed? Just wait? For how long? then what?

Thanks for the advices.

mattyprice4004

It sounds like the issue is with Post NL / Interparcel, so may be worth amending your title to reflect that.

nig3d

done thanks. To be clear:

uk.interparcel.com is where I bought the service. I can't contact directly PostNL as they are the brokers.
I bought a PostNL service that was not stating the involvement of Hermes.
Hermes apparently collects the parcel from everywhere in the UK and send them to London. From there PostNL will do the rest.

angryparcel

nig3d wrote: »

done thanks. To be clear:

uk.interparcel.com is where I bought the service. I can't contact directly PostNL as they are the brokers.
I bought a PostNL service that was not stating the involvement of Hermes.
Hermes apparently collects the parcel from everywhere in the UK and send them to London. From there PostNL will do the rest.

PostNL will use various UK couriers. This is a list of who they use

aftership.com/en/courier/postnl-international?q=United%20Kingdom

nig3d

I was unluckily enough to get Hermes this time

angryparcel

nig3d wrote: »

I was unluckily enough to get Hermes this time

if i were you i would try and contact postNL as they may be able to help you.

i am currently having issues with a parel sent via parcel2go using UKmail and have had more luck speaking to UKmail than with P2G

nig3d

ok thanks, the customer support told me that PostNL will very likely redirect me to them, but at this point I will try.

nig3d

neither PostNL nor Hermes could help as predicted. Do I have any rights here in your opinion?

visidigi

nig3d wrote: »

neither PostNL nor Hermes could help as predicted. Do I have any rights here in your opinion?

Your contract is with Interparcel - you should be solely speaking with them about the issue.

The issue of bulked logistics is Interparcel's to address.

nig3d

thanks, that I understood. What I am asking here is how long I should wait for a reply before to find a way to force them to admit that the parcel is lost and then pay the insurance. I am also asking how I could force them to admit it. I mean should I wait for ever? Doesn't sound right.

visidigi

nig3d wrote: »

thanks, that I understood. What I am asking here is how long I should wait for a reply before to find a way to force them to admit that the parcel is lost and then pay the insurance. I am also asking how I could force them to admit it. I mean should I wait for ever? Doesn't sound right.

Check the terms and conditions you accepted when purchasing the middleman service. They should have definitions in there on what is a time for termination and acceptable period before loss.

The issue here is they know where your package is, they just cannot get to it. This therefore may mean you have to force the terms and conditions policies as they will try to argue it isn't lost.