Myhermes

twhitehousescat

parcel sent on 9th april via print and drop (local garage), value approx £20-25

ebay customer contacts me on 15th to say no delivery , online tracking shows its just vanished
spent a day getting correct email address and told them ikt was missing

within 2 hrs
"Thanks for getting in touch with us about parcel number 10231842480xxx

We're so sorry that despite an extensive investigation, we have not been able locate your parcel. We appreciate that this is not the outcome you were hoping for, however, we do offer cover to assist in this situation and we will happily support you through the process of making a claim.

To help us process your claim as quickly as possible, please also provide;

• For items sold on eBay, please provide the eBay item number
• For items not sold on eBay, please provide PayPal invoices/ scanned receipts/ screenshots/ a document that shows the transaction details

During our claims process, if your parcel is located, we will endeavour to deliver this to your recipient as quickly as possible"

went online to fill form in and refunded customer

2 weeks later , contact hermes and ask .

they reply

that the parcel has now been delivered 20 days later and claim is closed

photo is not correct for his location (I have been to his house)

https://new.myhermes.co.uk/track.html#/parcel/1023184248022180/details

1023184248022180


suggestions on my next move

theonlywayisup

Dispute the delivery with Hermes.

twhitehousescat

case closed !!

"Regarding parcel number: 1023184248022180

I am sorry that your recipient have not received the parcel. I assure you I will mark this issue to courier's manager and action will be taken against this internally.

Following your enquiry, our courier has advised us, via their handheld terminal that the parcel was put over fence at the side of house so in customer's back garden . I am sorry that the parcel was left in insecure location

I have checked the tracking details and can see that the parcel has being delivered within the vicinity of the delivery address.

Please accept our apologies for the inconvenience caused to you.

Kind regards,

Monika Pillay

Customer Service Advisor
Hermes Customer Services

the parcel post on the 9th , was (mysteriously) ** delivered some 20 days later


mysteriously , as in a claim was due to be paid out to me , the photo shown is not that of my customers house

that the parcel was put over fence at the side of house so in customer's back garden some 20 days later ???? is not a timely delivery

theonlywayisup

Go back to them and tell them that "over a fence" is not what you contracted them to deliver to.

Tell them you are disputing the delivery and wish to claim x amount for the item and y amount for the postage.

twhitehousescat

To hermes:

ok , where does this now leave me , the customer has not got the goods and I have reimbursed him

placing a parcel "was put over fence at the side of house so in customer's back garden" some 20 days after it was sent , is not acceptable

I request my insurance payout on this parcel

you have failed to deliver in a timely manner

and indeed if this was the correct location

thrown a parcel over a fence

please issue refund to me


xxx xxx

twhitehousescat

this mornings reply from hermes

I am contacting you regarding parcel number 1023184248022180.

Firstly, may I take this opportunity to sincerely apologise for frustrations and inconvenience caused to you throughout this issue and due to delay in response.

I have checked the details regarding the parcel and can see that we received a response from the courier stating that the parcel was put over fence at the side of house in customer's back garden at the given address on 29/04/2019 at 15:19 hrs. We do understand that the couriers handle hundreds of parcels each week and may not remember every delivery.

We do apologise that the courier left the parcel in insecure location which is not acceptable hence courier's manager will provide feedback to courier so it will not happen again and it will be dealt internally.

If recipient has not yet found the parcel at their premises or with their immediate neighbours then we would request you to please do contact us so we will assist you further.

I have also our claims team that you have already refunded the customer for this parcel so they will also look into this. I do understand the frustration that this situation has caused to you and we will do our best to get this resolved as soon as you are one of our precious customers.

Again we really do apologise for the inconvenience that has been caused to you and really do appreciate your patience throughout the process.

To make it easier to get in touch, you can also use our live chat on this link

Should you require any further assistance, please do not hesitate to contact us.

I am slowly loosing the will to live

couriervanman

OP you've just got to keep at them don't let them wriggle out of refunding you
Hermes are cheap to send parcel but when they f..k up they f..k up big time

janb5

Hi- I use My Hermes all the time and when I have a problem this is what I do.

Don`t use Live Chat etc...have no clout whatsoever,

email the Ceo martijn.delange@hermes-europe.co.uk and HermesCustomerServices@hermes-europe.co.uk

You will immediately get a response as the emails are filtered to the CEO team.

Let us know how you get on.

twhitehousescat

have sent the following to both the above addresses

"parcel 1023184248022180 sent on 9th april to an address at WA8 5BW

on the 15th I was informed it had not arrived , and was showing as at warehouse , I contacted you and you stated after extensive searches it was deemed to be lost

I reimbursed my customer and made insurance claim

on the 28 th I got reply saying parcel had now been delivered

you ADMIT you threw this over a garden wall , at one point you say parcel delivered at 09.15 , then later email its 15.30 ????

the customer has not got his parcel , the photo is not of his garden

I am being given run around by your staff , latest ref number is Incident: 190501-013531


as you have failed to deliver in a timely manner to the correct address , informed me it was lost , I have had to reimburse my customer - as per ebay rules , the location "thrown over garden fence at location close to" - after 20 days is NOT a satisfactory delivery


I would like to claim back value of parcel (was over £20) - at max insurance taken out with you , plus the cost of the postage as you failed to deliver both on time and to correct postcode


I look forward to hearing from you , with you proposal for reimbursing me


thank you

janb5

I am sure My Hermes dislike me as I have used the emails so often now. They politely suggested I used Live Chat/ telephone service and I told them I couldn`t speak to a `real` person`.

I have also pointed out that when a parcel is delayed or not picked up that this affects my feedback as the first question is....did it arrive on time . NOT did the seller have it ready on time but the courier didn`t collect because it wasn`t on the manifest"!

I have three recorded late deliveries which were all due to My Hermes errors.

I continue to use them because the item is tracked which helps in the eventuality that a buyer claims it wasn`t sent.

I too have had items hurled over customer`s fences. Last time this happened I sent it to their work address which was risky but by then I knew the customer well enough to realize they were honest.

custardy

janb5 wrote: »

I am sure My Hermes dislike me as I have used the emails so often now. They politely suggested I used Live Chat/ telephone service and I told them I couldn`t speak to a `real` person`.

I have also pointed out that when a parcel is delayed or not picked up that this affects my feedback as the first question is....did it arrive on time . NOT did the seller have it ready on time but the courier didn`t collect because it wasn`t on the manifest"!

I have three recorded late deliveries which were all due to My Hermes errors.

I continue to use them because the item is tracked which helps in the eventuality that a buyer claims it wasn`t sent.

I too have had items hurled over customer`s fences. Last time this happened I sent it to their work address which was risky but by then I knew the customer well enough to realize they were honest.

I would question the sanity of using a service you seem to have so many issues with.