Problem with Ebay Hermes delivery..can you speak to a human at CS?

Brywalker

It amazes me just how much bad publicity Hermes can get and yet they are consistently quite happy to ignore people's requests for help.  I certainly will not send anything by that shambles of a company nor buy from a seller who uses them. 

janb5

Hi Lindos 90 - guess what I`m doing ...waiting for My Hermes to pick up- now waiting over 30 minutes.  I rang 0330 808 54556 and endured all the questions and then it gave 4 options and one was ` to speak to someone about my parcel` In my case the parcel was broken into and the contents damaged
I`ve tried Resolver- total waste of time!  I think the difference is that I`m the seller not the buyer so maybe it has different options?  I suggest you ask your seller on Ebay to do this for you as you`re hitting a brick wall.  Did you get any response to your emails? x

lindos90

janb5 said:

Hi Lindos 90 - guess what I`m doing ...waiting for My Hermes to pick up- now waiting over 30 minutes.  I rang 0330 808 54556 and endured all the questions and then it gave 4 options and one was ` to speak to someone about my parcel` In my case the parcel was broken into and the contents damaged
I`ve tried Resolver- total waste of time!  I think the difference is that I`m the seller not the buyer so maybe it has different options?  I suggest you ask your seller on Ebay to do this for you as you`re hitting a brick wall.  Did you get any response to your emails? x

I didnt get a response from the emails sadly, they were 'undeliverable' and both bounced back   I can't get to an option either with 'Holly' or with a CS phonecall, where I can get to speak to someone. Did you actually manage to speak to someone in the end? I've done a resolver complaint now. I got an instant reply from Hermes saying they will contact me within 24 hours, what happened with your resolver complaint? My seller is trying to help, but she's saying that she is unable to contact CS too. The only thing she can do from her 'sender' side is to change the address, and has asked me if I could maybe have it sent to a friends house. I personally think that would confuse the issue even more!

lindos90

MarkN88 said:

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

Good idea, willing to try anything at this point. So frustrating, it even says on the website in order to speak to someone about a problem with delivery address you go through 'holly' the bot, but at no point do you get the option for CS. 

lindos90

Brywalker said:

It amazes me just how much bad publicity Hermes can get and yet they are consistently quite happy to ignore people's requests for help.  I certainly will not send anything by that shambles of a company nor buy from a seller who uses them. 

To be fair I have had successful deliveries from hermes, and lost items through royal mail, and items shoved in the electricity meter box by Yodel. It's luck of the draw with each service. Some sellers just say 'economy delivery' and you have no idea who they are using for delivery, so not always able to choose a seller using a particular delivery service. I think all are being swamped by the shear number of online orders at the moment, and running on a skeleton level f staff in admin/customer services. 

Spoonie_Turtle

I may be having my first problem with Hermes. I had 2 parcels despatched over a week ago, one from overseas and one from the UK. The one from overseas told me initially a delivery had been attempted but there was a problem with my address, and they'd try again in 24 hours (absolute rubbish because our usual Hermes driver is excellent). Anyway, that one did turn up.

The one from within the UK still hasn't got past the 'on its way' stage, but I'm hesitant to contact the seller just yet because I don't want a refund, I want the item! It's not something replaceable.

I tried 'Holly' (how dare they steal the name from Red Dwarf!) and somehow managed to get it to tell me it would pass my case on to the team who would be in touch within 2 working days. I'm not holding my breath, but if they don't I won't be any worse off than if I hadn't given it a go.

[Deleted User]

Ive had parcels on the “on its way” stage for various lengths of times, one was like that 8 days before it changed. It does vary. 

I had a horrendous delivery from them last week. Box was wet and ripped, than inside two of the things I had ordered were broken. Amazes me. 

lindos90

Well the parcel finally arrived yesterday, with a whole load of address labels all stuck ontop of each other (each time it was processed for delivery it is assigned a different 'van, drop and round' and got a new sticker). My address was all correct, but on the back there was a customer return label which looks like it had been delivered incorrectly, to a slightly different road name at a different postcode to the one on the address label.
This morning I received a response from Hermes via 'resolver', ironically they still think the parcel is undelivered, but were clearly not going to do anything about it, this was their reply:

" I will take the issue as feedback and highlight this to our concerned team so that we will get you better service in future"
This doesnt really address the problem I had. I was making a complaint and wanted it to be looked into, I wasn't just giving feedback!

"our reseller(Packlink Shipping S.L) likes to ensure their customers have the most efficient resolution when there is a delay in your parcel’s movement so, I would advise that you make contact with them and they will be able to help you get this resolved"
So Hermes were not dealing with the delivery? Are they subcontracting (or reselling) their deliveries to other delivery companies to fulfil? Even if that's how their system works, surely the complaint should still be dealt with by Hermes, as they are the company that the seller paid for the service? From the response they still think its lost in the system too, and are still not prepared to deal with the issue, or at least contact the company who are delivering.

Anyway, it's arrived so my problem is over, just a bit annoyed at the response. Always like to add what happens as a followup in case it might help someone in the future who has a similar frustrating situation.

Brywalker

I cannot help but notice that when reading through forums that the delivery company that seems to be complained about the most without doubt is Hermes.  A very poorly managed business IMO.

custardy

Brywalker said:

It amazes me just how much bad publicity Hermes can get and yet they are consistently quite happy to ignore people's requests for help.  I certainly will not send anything by that shambles of a company nor buy from a seller who uses them. 

Because like most carriers,The majority of their items are delivered without issue.
Cost cutting at the low end of the market limits quick resolutions.