Problem with Ebay Hermes delivery..can you speak to a human at CS? 23 October at 8:14AM edited 23 October at 8:18AM in Ebay, Auctions, Car Boot & Jumble Sales 30 replies 443 views

lindos90

Ive ordered an item from a private seller on ebay (not a retailer/business)
They provided me with a tracking number which has been updating quite regularly saying theres a delay. I'm patient, I know things will not be moving as usual.
However a couple of days ago it updated with the following message "Your courier has had an issue with getting to the delivery address. If you have any delivery instructions you think might help, visit the help section and use the contact us page" (Even through tracking has not got to 'the courier has your parcel' stage) Now today it has the added message "We need you to take action" In big bold letters.

1) I have no idea what action/information they need
2) I can not find any way to contact them, apart from an automated bot on their webpage and the same on their 'customer services' phone number. As soon as I give the bot my tracking code it just says theres a delay (which I obviously know) and I can not get any further
3) I've contacted the seller, and they can only see the same info I can on tracking, they have not been contacted about an address/delivery issue
4) I've tried their FB page, messaging is disabled and it defaults back to the 'bot contact' on their FB page.

I understand that they deal with a huge amount of parcels and the vast majority of tracking queries can be resolved with auto responses, and they have to use that as a first line for enquiries, but when there's a issue that doesn't 'fit the bot answers' what happens? How can I get in touch, and 'take the action' they are requesting I do? Can anyone advise please? 

mrcol1000

I just keep typing in speak to human over and over and eventually the bot gets fed up of it and asks for a summary of the problem. That then gets e-mailed to a human which opens a ticket. 
The seller really needs to deal with this though. If they are unwilling to help I would open a case for undelivered if it is past the delivery date. It doesn't sound like it is the sellers fault but as the sender of the parcel they need to sort it out. If you were my customer I would be sorting this out for you. 

lindos90

I have tried that mrcol1000, o the bot several times thinking it would eventually forward my message to a human, but no such luck. How many times are you persisting with 'speak to a human' to be redirected? I've tried about 10 times on the trot (I'm guessing if there is a way to get by the bot, there will be an algorithmn to it) The seller isn't being unhelpful, they are in the same position as me really, as they can only see the same tracking info as me, and only has access to the same contact options as me on the Hermes website. I could ask for a refund, but at this stage I'd just like to assist with the delivery if theres anything I can do to help. I'm sure the seller would be willing to refund if the package doesnt turn up.  

the_lunatic_is_in_my_head

lindos90 said:

However a couple of days ago it updated with the following message "Your courier has had an issue with getting to the delivery address. If you have any delivery instructions you think might help, visit the help section and use the contact us page" (Even through tracking has not got to 'the courier has your parcel' stage) Now today it has the added message "We need you to take action" In big bold letters.

That usually means they can't be bothered to come to you, shame for the seller but they'll either need to refund you assuming the address you gave on the order is correct or get Hermes to deliver.

lindos90

I cant think that there would be any problem with my address, its been on my ebay account for years. I guess there is a possibility that the address label the seller put on the package is incomplete, or has maybe come off the package somehow, but without being able to contact Hermes to confirm this, I can't check. The odd thing is though, the tracking info isnt at the 'courier has it' stage, for them to be saying that?!

MarkN88

Have you tried calling?

0330 8085456

lindos90

MarkN88 said:

Have you tried calling?

0330 8085456

Hi, yes I have, this is the telephone equivalent of the website bot. Its totally automated 
It just asks me to say the tracking number, then says there is a delay in delivery, which I already know. The tracking info says I need to 'take action' and contact them, but how? It just sends me round in circles.

janb5

Hi- I have had a different problem recently in that a parcel wasn`t delivered.  I emailed [email protected] and my [email protected] 
The first one is the CEO and the messages are sent to CS.  I also marked it as high importance and pointed out that there had been two late parcels in a fortnight.
I also did the automated thing and at the end it asks you whether you still need help so you say yes and get through to Customer Services. My gripe is that the depots are not identifying when parcels are undelivered so the first you know about is Day 5 when a cross customer contacts you.  Good luck- keep persevering. Apparently even when you do the messaging via the robot it informs CS.

lindos90

janb5 said:

Hi- I have had a different problem recently in that a parcel wasn`t delivered.  I emailed [email protected] and my [email protected] 
The first one is the CEO and the messages are sent to CS.  I also marked it as high importance and pointed out that there had been two late parcels in a fortnight.
I also did the automated thing and at the end it asks you whether you still need help so you say yes and get through to Customer Services. My gripe is that the depots are not identifying when parcels are undelivered so the first you know about is Day 5 when a cross customer contacts you.  Good luck- keep persevering. Apparently even when you do the messaging via the robot it informs CS.

Thanks for the advice. I think they have changed the script on the automated thing, as now it just says 'do you have another parcel to track' if no thats the end, if yes it goes back to the top asking what the ref number is. I have tried to go off script just to see if my conversation gets picked up by a human in CS but nothing. Ive left the screen open for a while, I've added  my email etc but nothing. Thanks for the email addresses x 

lindos90

Well, thats hilarious, Ive just sent an enquiry to both email addresses, and one has bounced back straight away, saying that the mailbox is full and they are not accepting any more emails    Obviously quite a few too many enquiries/complaints at this time! Fingers crossed the other one doesn't bounce!
EDIT just found an undelivered bounceback email for the other email I sent hiding in my junk. I'm not having much luck am I?     Thank you for the email addresses anyway, it was worth a try!  

MarkN88

What about using the resolver website? Hermes are listed on there.