Hermes never again, + advice please

challengedavid

sold an item last month
posted via hermes on the 28/4/20
on the 2nd buyer say that hermes have delayed it and hermes have not delivered any parcels there for weeks but they are open (have called them they are open)
last update below

   "11:03 - Fri 01 May

Your parcel has been delayed, we're sorry about that. We'll have it on the move in the next 48 hours"

customer is being patent but i dont know how to proceed

no contact possible with hermes and the parcels just stuck

where do i go from here?

thanks 

custardy

All carriers are swamped right now.
Why do you say no contact possible? 

challengedavid

have tried to contact hermes via phone, email and twitter
phones an automated response,  online the same,  cannot find any email contact, and no reply to twitter
dont know where to go with it?

custardy

challengedavid said:

have tried to contact hermes via phone, email and twitter
phones an automated response,  online the same,  cannot find any email contact, and no reply to twitter
dont know where to go with it?

All carriers are swamped. Think >Xmas volumes with less staff/preparation. Given Hermes aren't renowned for CS at normal times its no surprise they are less contactable now.
You will need to persevere I'm afraid.

emmbrook

Hermes are all over the place at the moment - a parcel of mine went astray a couple of weeks ago - showing as out for delivery the whole time before finally turning up a week later. But today Hermes delivered me a package sent two days ago - the fastest I’ve ever known. 

Suggests the problems are fairly localised, quite likely due to illness. If you have a patient buyer then hopefully that will continue. Unlikely you will get any sense from Hermes. They are cheap but when it goes wrong the service is minimal.

ThePeopleDirector

I am in the same boat as the OP.  Parcel out for delivery on 22 April and now the App is stuck.  Got through to Hermes via TrustPilot and was basically told tough! Take it up with the sender.  Not going to happen as it was shipped from overseas.

Hopefully it will turn up soon as it was fairly expensive.  Apparently a parcel is not considered late until after a 31 day delay.

theonlywayisup

ThePeopleDirector said:

I am in the same boat as the OP.  Parcel out for delivery on 22 April and now the App is stuck.  Got through to Hermes via TrustPilot and was basically told tough! Take it up with the sender.  Not going to happen as it was shipped from overseas.

Hopefully it will turn up soon as it was fairly expensive.  Apparently a parcel is not considered late until after a 31 day delay.

Where did you purchase from (website or private) and how did you pay.  You do not have to worry about 31 days as your contract is with the seller. 

Spoonie_Turtle

ThePeopleDirector said:

I am in the same boat as the OP.  Parcel out for delivery on 22 April and now the App is stuck.  Got through to Hermes via TrustPilot and was basically told tough! Take it up with the sender.  Not going to happen as it was shipped from overseas.

Hopefully it will turn up soon as it was fairly expensive.  Apparently a parcel is not considered late until after a 31 day delay.

Royal Mail don't consider international parcels lost until 30 working days after the latest estimated delivery date, so it's not just Hermes.

gwentrevor

Did you manage to get in touch with My Hermes. A parcel I sent has not yet arrived and I can't find a way to get in touch - no email or phone?

rose_sparky

gwentrevor said:

Did you manage to get in touch with My Hermes. A parcel I sent has not yet arrived and I can't find a way to get in touch - no email or phone?

Same here, three missing parcels, buyers wanting refunds arghhhhh

rose_sparky

I would like a form to report missing parcels but cannot find one.
It’s criminal really because they’re hoping you’ll just give up.