Hermes tracking stopped?

moonpenny

I don't quite know what to do with this one.
I sent a med/large parcel last Wednesday to a buyer on ebay.  The tracking has stopped on Friday where it seems they had tried to deliver a couple of times and tracking said allow 24 hours.  Since then nothing!

Spent ages today on "chat" where it turns out the courier couldn't gain access and "did I have any Access info?" whatever that meant.  Anyway I said no and thought maybe it was a block of flats or something but looking up the address it is just a normal house.
I asked what the courier was now doing with the parcel and they have left me up in the air with no answer other than to say if I have any other info let them know.

When I put tracking into the website it says the courier was having a problem getting to the delivery address???

I have no idea what to do now.  Any advice out there? 

mgdavid

try looking on google earth at the pic of the front of the property to see if you can work out what the problem might be.

moonpenny

That's what I looked at and its just an ordinary semi with no fences or anything on a clear open street (if I got the right house)

When I did the chat with Hermes they said courier had trouble with access but after chat when entering tracking it said problem getting to delivery address.
Perhaps I shouldn't have but I sent a message to customer saying there is a problem with "access" but no reply.

The tracking is still stuck on Fridays -"give 24 hours" but nothing happening.  Maybe it has been delivered!!!

How on earth are you expected to sort things out when chat just tells you what you already know and leaves you in mid-air?  Sorry about the rant.  Any help what to do anyone.  (I am not a business and I booked it in myself and it went from a parcel shop)

lindens

Hermes customer service leaves a lot to be desired it is true. It could be there was a dog loose on the premises, or google earth is out of date and they have built a big fence. Hermes only attempt to deliver 3 times then you have to make a request to have it sent back to you. You will also have to refund the customer in full

moonpenny

Right or wrong, I sent a message to customer last week saying there was an issue with accessing the property/address but have had nothing back from customer at all.

On eBay tracking yesterday it says "claims code issued" but still nothing in my Hermes account.

Where do I go from here?  Where do I find claims Code and how do I make a claim?  I would like parcel back but kept thinking maybe it had been delivered as not heard anything from customer.

Does anyone have a phone number where you can speak to a person?  The number given on website is just automated with same info as on website.

mrcol1000

I've had two parcels in the last 12 months not delivered by My Hermes. Both times it was because the customers had put a very vague address that didn't really relate to an exact address (I import the addresses so only look at them if there is an issue flagged up). Both times the parcel was returned to me.

My Hermes local couriers sometimes won't deliver to unadopted roads or if the parcel is above a certain size. They do have another courier who delivers them instead but it can be delayed a few days till they can deliver. 

KxMx

As a buyer I had a parcel turn up after three weeks of no activity on the tracking. Seller had long refunded me.
In that time Hermes apparently searched depots and couldn't find it.
When I offered to send payment again seller said not to worry as Hermes had already paid them for the claim.

moonpenny

KxMx said:

As a buyer I had a parcel turn up after three weeks of no activity on the tracking. Seller had long refunded me.
In that time Hermes apparently searched depots and couldn't find it.
When I offered to send payment again seller said not to worry as Hermes had already paid them for the claim.

From last Friday it was with the courier where it states on ebay tracking -"trouble accessing address" then later on on my Hermes account it said "issue with GETTING TO delivery address"
On Ebay tracking it says claims code issued 12 March but still nothing on my account.

I have done webchat twice and got no where.  Told them if they are not going to deliver, I want my parcel back plus the cost of delivery as they have not done the job paid for.  They asked for MY contact number even though I had told them 3 times I was th sender and finished by saying they will attempt delivery.  
How am I supposed to act on a claims code if I cant access it? (or is it automatic?)

What I cant understand is why customer has not contacted me after I left them a message days ago. Seems like a normal house on normal street so no idea what the problem is!!!

November2

Had similar myself, looked like a normal house on search, however driver was unable to access the property, remember these google pictures are mostly old, buyer may have a locked gate or something.   As your buyer is not responding that may be a key factor, they may not be allowing access so as not to receive the parcel, what is their feedback buying history like?   Ebay tracking is poor, use the Hermes site tracking only.    Secondly don't talk to chat but sign into Hermes and on the drop down list next to your account open a written query instead.  This puts everything in writing, they will check their own tracking which includes GPS, they will then either confirm delivered, returning, or will issue you with a claim form for lost mail to your email box.   I wouldn't contact buyer again, wait to see what happens.  I'd say this parcel is on its way back to you as undeliverable.   Unfortunately if it is this will mean refunding your buyer when they open a not received, do not post out to them again or you're asking for repeat problems.  Block them from buying.  And if it is returned to you as undeliverable put in a complaint to Hermes, sending them pic of delivery property etc, you may be able to get the postage back.  Complaint link is in their help section somewhere.

moonpenny

Thanks for your answer November2 but there is no drop down menu of the sort you describe - only help sections etc and they take me straight back to the stuff already read.  I have looked at everything on the Hermes site and my only option of contact was to use webchat (where I waited over 30 mins on 2 occasions)  There isn't even the option to email and no options for claims or indeed anything.  Maybe that's because it isn't a business account!

The house concerned is all open plan - no fences or gates etc. but on one update on Hermes it said courier had problem "getting to" delivery address.

You say put in a Complaint to Hermes but there is no option for me to do that.  Every help drop down just takes me back to helpsite suggestions. That's the real problem, there is absolutely no way I can make contact with them.

kaosontheforum

Did you get anywhere with launching a complaint and get your package returned or compensation paid for the lost item, moonpenny? Have you found a contact phone number or email address? I have a similar case outstanding and am also unable to contact hermes (international deliveries) customer service, they send me to a web robot which only pastes the standard "do you have another package to trace?" message into the web chat. My case outstanding since the first week in February.