Hermes Complaint

LC2025

Hi all, I have a query which hopefully some forum members may have some advice on.

I recently tried to send a parcel using the Hermes courier service. I arranged this and paid by credit card online. They collected the parcel from my address on the specified date and they attempted to deliver the parcel a few days later, however they say they weren't able to deliver the package (after having tried once) as there was no-one in so they decided to return the package to me. However, there was a 22 day delay between Hermes deciding my package was undeliverable and it being returned to me.

My intended recipient address was a university mailroom which I've been explicitly told by my university is still staffed 9-5 in these COVID times and can take in library books that are couriered to them (my parcel contained library books which I need to return). Given this I find it doubtful that there was genuinely no one at the address (I used a courier as I wanted insurance coverage for the books).

In any case, I thought that surely Hermes would attempt delivery at least twice (they seem to do that when they're delivering to me) and upon deciding that my parcel couldn't be delivered return it to me quicker than the 22 days it took them. 

I've raised a complaint (via email) with Hermes. They initially offered me a 25% discount of my next delivery with them. When I persisted, they offered me a 50% discount on my next delivery with them and when I tried again today they are insisting that's the best they can offer me. In each iteration I stated that for the above reasons I think I should receive a full refund or they should offer to deliver again free of charge (which is what I still believe). 

I'm unsure how to proceed with this as my emails don't seem to be getting anywhere so I wondered if anyone has any advice. Although it's not exactly a huge amount of money, in these times I can't really afford to waste any (and somehow I do need to return these books).

ssparks2003

What outcome do you want? 

shaun_from_Africa

What time was the attempted delivery as Hermes can deliver quite late (up to 10pm I think).
Contact them again and point out that they have breached their own terms and conditions as they should attempt to deliver 3 times and as such, you are entitled to a full refund:
https://www.myhermes.co.uk/terms-and-conditions/

4. Our performance of the services

4.3 If we are unable to deliver the Parcel to the Address then we will make two subsequent attempts to deliver the Parcel to the Address (“Further Attempts”). 4.4 If following the Further Attempts we are still unable to deliver the Parcel to the Address, we will contact you for further instructions

I

LC2025

ssparks2003 said:

What outcome do you want? 

A refund or for them to offer to carry out the delivery (properly). I don't really mind which as in any case I'll need to use a similar service again

LC2025

shaun_from_Africa said:

What time was the attempted delivery as Hermes can deliver quite late (up to 10pm I think).
Contact them again and point out that they have breached their own terms and conditions as they should attempt to deliver 3 times and as such, you are entitled to a full refund:
https://www.myhermes.co.uk/terms-and-conditions/

4. Our performance of the services

4.3 If we are unable to deliver the Parcel to the Address then we will make two subsequent attempts to deliver the Parcel to the Address (“Further Attempts”). 4.4 If following the Further Attempts we are still unable to deliver the Parcel to the Address, we will contact you for further instructions

I

That's great advice, thank you! Their attempted delivery time was 1030am...

LC2025

Update: They're now saying if I want to complain I have to put it in writing (as in write them a postal letter) which seems rather old-fashioned (and impractical given COVID).

I tried phoning their customer service number and I got through to a person but they just hung up on me (and I was by no stretch of the imagination rude to them). Overall, I'm not very impressed

JJ_Egan

Post boxes are open and very practical .

sheramber

My post is being delivered normally.

J_B

LC2025 said:

 Overall, I'm not very impressed

Biggest shower of s h 1 t ever really.

We ordered something off ebay for delivery before Tuesday. My heart sank when it said 'hermes' on the delivery info!

Friday - we will deliver today - failed

Saturday - we will deliver today - failed

Monday 10.46 - we can't deliver today

Monday 15.10 - we will deliver today - failed

Tuesday .... it arrived

justchillin1984

19/9/20 Hermes is impossible to contact. The phone number given simply cuts off all the time. My parcel I sent has now been undelivered after first attempt for over 7 days. You cannot esculate a claim because Holly there new system blocks any further attempts to speak to someone. Any help please

olgadapolga

justchillin1984 said:

19/9/20 Hermes is impossible to contact. The phone number given simply cuts off all the time. My parcel I sent has now been undelivered after first attempt for over 7 days. You cannot esculate a claim because Holly there new system blocks any further attempts to speak to someone. Any help please

You need to keep ringing them. You'll get through eventually; I think it took me about five attempts at different times of the day.