Hermes lost package

Dave82

Hi,

Does anyone have any advice on escalating a complaint with Hermes?

We sent a package at the height of the virus and to be honest forgot about it for a few weeks as we were having a baby. 

We then realised the item being returned had not been refunded. So we spent as much time as we could trying to speak to someone at Hermes. The automated assistant just kept saying the parcel was on its way and the phone lines were never answered in a reasonable timeframe.

Eventually we managed to get submit an enquiry via the web assistant by which time the 28 claim period had passed and all we are getting is stock answers of “you didn’t claim in time”

As far as we are concerned the first we knew of the item being lost was when they told us. The rest of the time and actually still today the item has a status of “on its way”

It just seems crazy to me a company will take your money to be responsible for delivery of a package but not be able to alert you if a package is lost you have to take responsibility for that side of things.

I get it is unprecedented times as the web assitant and phone lines kept telling us but that works both ways!!! We tried to find out what was going on but with a new baby spending more than 30 mins every few days trying to get through to someone just wasn’t possible.

Anyway any advice on escalation and getting past the stock answers would be much appreciated.

Dave

Tigsteroonie

No advice and I wish you luck. I once spent four hours in the queue for their online chat, I was that determined to speak to somebody about my lost parcel. Once I'd raised the complaint, they had a certain length of time to try to find the parcel before officially declaring it lost; they then had a certain length of time to assess the insurance claim. Strangely enough, they found my soggy split parcel two days after the insurance claim deadline - so all I got was a refund of the courier charge and some soggy items, rather than compensation. 

(BTW the baby is irrelevant to Hermes. Not to you, I understand that, but doesn't impact on their service.)

IvanOpinion

On the plus side, Hermes will not be delivering your baby ... saves any possibility of it getting lost in the cervix area.

Dave82

Totally get the baby isn’t relevant in terms of their T&Cs but just wanted to give some background on why we can’t spend 4 hours on the phone waiting for someone to answer.

What I can’t understand is that they can’t update a package status from “on its way” to something like “there has been an issue” if they know after x days that there is 0% chance of the package getting to its destination. 

I also don’t understand why the process for asking someone to investigate a packages whereabouts isn’t as simple as booking a collection for delivery. 

Surely all it needs is an online form or even if they must use their online Bot an easy option to flag a parcel as needing investigation when you enter the tracking number instead of incessantly telling me that the parcel is “on its way” and that due to coronavirus there is no more help via webchat at the moment.

molerat

Who is paying for this "return", who provided the label ?

Dave82

molerat said:

Who is paying for this "return", who provided the label ?

I paid for it Hermes provides the label

tofu-eater_3

They lost my ebay parcel (or someone nicked it probably) that I was sending to someone.It was worth about £100.I was gutted.After months of stress and time spent on the phone they refunded me about £20 (because I hadn't taken out the insurance).I'll never use MyHermes again.No matter what their prices are,I paid for them to deliver a parcel,they have admitted that they lost it their end,so therefore they said they would do something and took my money from me for them to do it,they didn't do the thing I paid them to do,therefore they should refund me,I shouldn't have to take out insurance to ensure that they do what they say they will do,the insurance should just be for if something unforeseen happens,not for if they don't deliver my parcel,that's ridiculous!