Hermes getting away with theft

Aylesbury_Duck

Richardw2020 said:

JReacher1 said:

winther wrote: »

They confirmed it had reached the depot and did a "depot sweep"
The result was that the parcel was lost. You don't just lose a substantial box housing a 27" monitor, so let's call it what it is. Theft.
Although they have access to the entire chat history, they told my this morning that it never left the parcel shot. That's a blatant lie.
I highly doubt it will turn up - the box was not covered up which revealed that the content was an item on their non-compensation list. When these items go "lost" the customer can make no claim - surely whoever handled my parcel knew that. Lesson learned, but it's not over.
If anything, I will keep them busy on the chat for a long time.

I don't agree it is a lie, it is a mistake from the CSO agent but why would someone on live chat lie to you about something that is easy for you to call them up on?

It seems obvious that they just didn't read the chat history and just checked the tracking which you yourself admit is wrong.

Well I am a business and I have used herms during the convid19, a mistake I will not make again. I sent hundreds of parcels 30% went missing one that had a weight of 15kilo ended up at the customers address with everything gone even the driver said this is not 15kilo its feels empty at the customers house. Turns out everything was taken. And they taped it back up with different colour tape. Avoid this company full of light fingers. I do hope they read this just so they know that the depot is down the road from me. You may not answer my calls or email and the ceo is a muppet. I will be seeing you real soon I suggest when I arrive at your depot you open the door. No point in getting police involved, seems you think you can get away with it and no point in a court case. Be seeing you.... Real soon. Need a trip to Exeter. 

Richardw2020 said:

Well seems we have a company who belive they are above the law, and there employees can steal from peoples parcels. Thing is.. This time you have dipped your fingers into one of my customers parcels and taken the lot. Leaving placemats. A 15kilo box down to nothing. You will not answer my calls or emails and the ceo is avoiding his email. So I guess I will turn up at your depot in Exeter. Be seeing you soon. 

I'm sure they're petrified 

custardy

Richardw2020 said:

JReacher1 said:

winther wrote: »

They confirmed it had reached the depot and did a "depot sweep"
The result was that the parcel was lost. You don't just lose a substantial box housing a 27" monitor, so let's call it what it is. Theft.
Although they have access to the entire chat history, they told my this morning that it never left the parcel shot. That's a blatant lie.
I highly doubt it will turn up - the box was not covered up which revealed that the content was an item on their non-compensation list. When these items go "lost" the customer can make no claim - surely whoever handled my parcel knew that. Lesson learned, but it's not over.
If anything, I will keep them busy on the chat for a long time.

I don't agree it is a lie, it is a mistake from the CSO agent but why would someone on live chat lie to you about something that is easy for you to call them up on?

It seems obvious that they just didn't read the chat history and just checked the tracking which you yourself admit is wrong.

Well I am a business and I have used herms during the convid19, a mistake I will not make again. I sent hundreds of parcels 30% went missing one that had a weight of 15kilo ended up at the customers address with everything gone even the driver said this is not 15kilo its feels empty at the customers house. Turns out everything was taken. And they taped it back up with different colour tape. Avoid this company full of light fingers. I do hope they read this just so they know that the depot is down the road from me. You may not answer my calls or email and the ceo is a muppet. I will be seeing you real soon I suggest when I arrive at your depot you open the door. No point in getting police involved, seems you think you can get away with it and no point in a court case. Be seeing you.... Real soon. Need a trip to Exeter. 

30% loss. simply put excluding a lost consignment then look to your processes.
poor packaging/labelling being the likely candidate
How did you package this 15kg package?

MC_is_me

custardy said:

30% loss. simply put excluding a lost consignment then look to your processes.
poor packaging/labelling being the likely candidate
How did you package this 15kg package?

So does this mean - an 'acceptable 0.25% loss rate' - well that's ok, just operating, so no fault.  Oh, 30% lost rate, shippers poor labelling, so again no courier responsibility.  

I am beyond frustrated at the lack of any accountability in this market.  Two weeks ago, I left 7 packages at the collection point for Hermes - 4 where £25 items (identical) and three where audio soundbars, about £100,  All 7 picked up at 7pm according to scan.  The 4 inexpensive packages delivered two days later, completely tracked.  The 3 soundbars, well never scanned again after collection from shop.  But clearly this is just standard op ex.  Entirely my responsibility.  

In the past month, Hermes has lost 6% of my package and I've shipped about 400.  At some point, if a courier loses packages at this rate, they must be held some account.

Spank

Why are you still using Hermes then?

custardy

MC_is_me said:

custardy said:

30% loss. simply put excluding a lost consignment then look to your processes.
poor packaging/labelling being the likely candidate
How did you package this 15kg package?

So does this mean - an 'acceptable 0.25% loss rate' - well that's ok, just operating, so no fault.  Oh, 30% lost rate, shippers poor labelling, so again no courier responsibility.  

I am beyond frustrated at the lack of any accountability in this market.  Two weeks ago, I left 7 packages at the collection point for Hermes - 4 where £25 items (identical) and three where audio soundbars, about £100,  All 7 picked up at 7pm according to scan.  The 4 inexpensive packages delivered two days later, completely tracked.  The 3 soundbars, well never scanned again after collection from shop.  But clearly this is just standard op ex.  Entirely my responsibility.  

In the past month, Hermes has lost 6% of my package and I've shipped about 400.  At some point, if a courier loses packages at this rate, they must be held some account.

You hold them to account by not using them or taking legal action.
Your choice. 
You can nit pick from your experience or the my experience of a buyer/seller and over 15 years in various logistics roles.

visidigi

MC_is_me said:

custardy said:

30% loss. simply put excluding a lost consignment then look to your processes.
poor packaging/labelling being the likely candidate
How did you package this 15kg package?

So does this mean - an 'acceptable 0.25% loss rate' - well that's ok, just operating, so no fault.  Oh, 30% lost rate, shippers poor labelling, so again no courier responsibility.  

I am beyond frustrated at the lack of any accountability in this market.  Two weeks ago, I left 7 packages at the collection point for Hermes - 4 where £25 items (identical) and three where audio soundbars, about £100,  All 7 picked up at 7pm according to scan.  The 4 inexpensive packages delivered two days later, completely tracked.  The 3 soundbars, well never scanned again after collection from shop.  But clearly this is just standard op ex.  Entirely my responsibility.  

In the past month, Hermes has lost 6% of my package and I've shipped about 400.  At some point, if a courier loses packages at this rate, they must be held some account.

With that much volume you are a bulk trader and as such could get pickups from home, thus proving they were handover and not given to a third party to await a Hermes driver to collect from.

mikb

The best way to hold Hermes to account is to not use their service (any more!)

I started sending lower-value eBay items via Hermes vs Royal Mail. Of 17 items I sent before I learned my lesson :-

15 went through okay.

One was opened in transit -- not damaged, opened! (to be fair to Hermes it did feel like maybe a MacBook or a big Ipad or something worth stealing. Pity it was A4 paper pads!)

One was claimed to be oversize (which it wasn't, photos from my end and the recipient proved this, and the size claimed was physically impossible for the size of Jiffy bag used). They tried to charge the "uplift" to the next band up, plus a surcharge, and would not budge on providing evidence of their claim, and would not look at my evidence disproving it.

This was resolved by Parcel2Go as they could see Hermes were wrong and refunded it. Hermes didn't care, and were happy to chase fraudulently raised charges.

And that's why I don't use Hermes, and wouldn't, ever again.

Aylesbury_Duck

Spank said:

Why are you still using Hermes then?

I'll take a stab at this:  price, price, or perhaps price.

davidmcn

Aylesbury_Duck said:

Spank said:

Why are you still using Hermes then?

I'll take a stab at this:  price, price, or perhaps price.

Or the sheer sense of reckless adventure.

Jacquijax

I am in the same boat with Hermes but as the receiver of the parcel. It was over 4 days late and I contacted them to find out where it was and I was told it was on its way to keep checking the tracker. The tracker was saying the same thing it did on the day it was supposed to be delivered and that's was 5 over 5 days by that time. When I checked ebay tracking it told me the parcel had been damaged and was delayed for delivery. When I asked hermes about this they had no idea and said the parcel was lost to give them a description, after given them a description on two occasions they where still asking for one. Clearly nobody was looking into it. Then on the fifth day of contacting about this parcel they tell me it was destroyed beyond repair so they got rid of it. This was a solid metal vintage cloat rack!!!!!! How the hell can they destroy it beyond repair and what the hell are they doing to do that. Then 3 days latter when the seller contacts them about it, it hasn't been destroyed its just lost again. I do not belive any of this and feel that someone at Hermes has stolen it as they know they can just get away with it by saying its lost because there is clearly no repurcussion for these actions... I was also told by Hermes that they will open a parcel if they feel the packaging is damaged then re wrap it. To be honest with you, that to me sounds like an easy way to look in parcels and see if you want it or not... Hermes needs to look at their staff and polices as they are a terrible courier company and this stuff happens all the time.... Please stop using them.....