myHermes

michaels

Q: If you are delivering and electric guitar and amp and get no answer to the doorbell do you:
a) Leave a cad for later re delivery or try a neighbour
b) Trespass down a neighbour's drive, through their gate (having reached over the top to unbolt it) and then throw the package over a 6 foot fence where you have no idea what is on the other side, letting the parcel land on an outside tap which is then bent off the wall and leaving the now dented and battered parcel to lie in a rapidly deepening puddle of water and then refer all complaints to the shipper.

It amazes me that some people remain in employment and some companies remain in business.

Gavin83

I'd choose option B.

bhjm

Option C: Tracking Status delivered

I fully agree with you that the parcel delivery could be improved. On the other hand, the courier driver are under immense time pressure to deliver parcels. Each time they don`t meet someone at the door, they are loosing time.

But how often do customer a demand a same or next day delivery and give the delivery company a time window of around 2 hours to deliver the shipment AND of course ! it must be as cheap as possible.

As always, pay for the service you want or expect at some points a downgraded service.

Nevertheless, yes the driver SHOULD ring the doorbell, if this is easy to find and accessible

JimmyTheWig

michaels wrote: »

and then refer all complaints to the shipper.

I feel that this may be the right answer.
The person who ordered the item doesn't have a contract with the delivery company. They should claim from who they ordered from. Who they ordered from should claim from the delivery company if they want to.

lisyloo

JimmyTheWig wrote: »

I feel that this may be the right answer.
The person who ordered the item doesn't have a contract with the delivery company. They should claim from who they ordered from. Who they ordered from should claim from the delivery company if they want to.

My personal experience is that the retails don't do anything because most of the time it's ok and they get away with it.
The retailer isn't going to do anything if the service is cheap and the level of complaints are very low.


Annoying but that's the way it is.

LABMAN

+1 for b). Bonus due too to the delivery guy for taking out the tap.

K80_Black

I'm just impressed a delivery driver could get an amp over a 6ft fence! Mine's rather heavy.



I feel your pain, though.

sheramber

John Lewis stopped using Hermes after so many complaints about them.

Our order of a DVD was stolen before delivery. The empty box , still with the address label on it, was found several months later, along with many others.

Dewpoint

I recently sent an Ebay parcel via my myHermes courier account. It was delivered back to me three days later - no explanation! The recipients address label was correct; I had taken it to a authorised drop-off point.

I contacted myHermes "Customer Help Service" to complain and spoke to someone who was obviously speaking from India/Pakistan. First, they said it had been delivered; then they accused me of the creating the problem; and eventually after 30 minutes they admitted the mistake and promised to refund the money. When the refund never materialised I raised an online dispute via their complaints process.

When that failed to produce any results I raised a Resolver dispute. That produced a refund and a promise of a "free shipment" on my next order. When that didn't materialise on my next shipment, I re-opened the Resolver case and it was eventually escalated to the Chief Executive.

That has produced nothing but evasion and time-wasting. Hermes idea of responding to the Resolver case was to repeatedly request feedback. Can you believe it?

MY OPINION IS DON'T USE HERMES. They are hopelessly inefficient. The right hand doesn't know what the left hand is doing, and their customer "service" is atrocious.

mattyprice4004

I use them for small, low value packages - and on the whole they're fine.
Anything large or expensive doesn't go near them, though!

Also, you have no contract with MyHermes so they are correct in referring you to the shipper - if you wanted to claim anything for the damage to the tap you'd still have to claim through the shipper.

Dewpoint

Not so - a contract between the client and myHermes is quite specific in the T&C's. They can't simply disclaim responsibility.

Also access to their services thru myHermes website. They have a legal duty to deliver on these T&C's.

I won't use them for anything again. Dealing with their remote, bureaucratic, inefficient "support" structure is far too frustrating.

Hopeless service.