Hermes

Treeman3

Hi,

I sent a parcel with Hermes and they have failed to deliver and now I’m being refused to communicate with anyone about it. I have used their phone number 0330 335 0950 and when you get to the option to speak to someone it hangs up. Also their online automated chat service refuses to allow me to speak to someone or send an e mail about me parcel which they say they have. I sent it around 5 weeks ago and have attempted to contact them for over 2 weeks now with the same negative response. Anyone have any ideas how I can get over this? Thanks

[Deleted User]

Use the webchat but don't put in a tracking number, just the delivery postcode. It'll out you through to a human.

Treeman3

ZX81

Thanks for your help, worked a treat, although they have lost the parcel!

Treeman3

Update. Hermes have admitted losing the parcel and said sorry and that’s it. I contacted them again to make a complaint with their online chat but where reluctant to do so and it took me an hour to get them to accept the online chat complaint. Said they will be in contact within 2 days. They kept saying I booked it through InPost (I did) so I needed to complain to them. I have spoke to InPost and they say its Hermes responsibility, which I agree with as they lost it and it was their tracking number. I now expect Hermes to come back and say contact InPost as I booked it with them. Can anyone offer advice how I can resolve this and get either my parcel back or compensated for the items value? Thanks.

Treeman3

I’ve been back through my records and noted that the parcel in question was sent with Parcel2Go and sent with InPost who used Hermes. I was able to raise an enquiry with Parcel2Go, hopefully this will help getting a reimbursement. Moral of the story for me is to be careful who you book with and who is delivering it!

[Deleted User]

Treeman3 wrote: »

They kept saying I booked it through InPost (I did) so I needed to complain to them. I have spoke to InPost and they say its Hermes responsibility, which I agree with as they lost it and it was their tracking number

You had no contract with Hermes and it was InPost who you should have complained to. Whether you "agree" with this is not up for debate I'm afraid. I'm surprised Hermes entertained your "complaint" at all and InPost should have referred you to Parcel2Go.

Treeman3 wrote: »

I’ve been back through my records and noted that the parcel in question was sent with Parcel2Go and sent with InPost who used Hermes. I was able to raise an enquiry with Parcel2Go, hopefully this will help getting a reimbursement. Moral of the story for me is to be careful who you book with and who is delivering it!

As above, but do realise that parcels go missing from all couriers and, if they do, you need to complain to whoever actually sent you the item not the courier. The exception is if you book directly with the courier.
Why did you have so many "middlemen" involved?

mattyprice4004

Moneyineptitude wrote: »

As above, but do realise that parcels go missing from all couriers and, if they do, you need to complain to whoever actually sent you the item not the courier. The exception is if you book directly with the courier.
Why did you have so many "middlemen" involved?

You can't book InPost directly; Parcel2Go and InPost Direct (also owned by P2G) are the only ways to do it.
InPost are just the locker service the parcel is dropped off at, Hermes handle the transit.

There's no more 'middlemen' involved than are absolutely necessary to book in with InPost.

dcritoph

Hermes I ordered a door to door collection about a week and a half ago a lady turned up and said the parcel wouldn’t fit in her car (a mini) (although they have the parcels dimensions) and it needs a van collection nothing happened for three days called last Monday spoke to someone they said it would get sorted within 24hrs still nothing called again Tuesday another hour on the phone this time 48hrs to sort apparently and was given an email to use if I had any issues still nothing have emailed four times no response and now the phone numbers are dead. I have since used a more reputable courier to collect my parcel. However, I would like a refund for a failed service which has been paid for but not provided. Would anyone know how I could get a refund? Thanks 

olgadapolga

dcritoph said:

Hermes I ordered a door to door collection about a week and a half ago a lady turned up and said the parcel wouldn’t fit in her car (a mini) (although they have the parcels dimensions) and it needs a van collection nothing happened for three days called last Monday spoke to someone they said it would get sorted within 24hrs still nothing called again Tuesday another hour on the phone this time 48hrs to sort apparently and was given an email to use if I had any issues still nothing have emailed four times no response and now the phone numbers are dead. I have since used a more reputable courier to collect my parcel. However, I would like a refund for a failed service which has been paid for but not provided. Would anyone know how I could get a refund? Thanks 

I've always requested refunds for unused labels via the web chat.

dcritoph

Thanks Olga I was thinking the same about the google comment lol how would I get the refund I can’t get hold of them would you have an email or contact info? Many Thanks 

dcritoph

I’ve been on the webchat thing ‘Holly’ just repeats tracking number and goes over the same process repeating that the parcel is still expected etc thanks