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

custardy

lindos90 said:

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.

Its a subtle hint your contract is with Packlink and Hermes want nothing to do with you.
You chose to add a middle man and as such Im surprised Hermes entertained you at all.
One of the reasons for allowing resellers is to offload CS requirements.

lindos90

custardy said:

You chose to add a middle man and as such Im surprised Hermes entertained you at all.
One of the reasons for allowing resellers is to offload CS requirements.

I chose to add a middleman? I ordered an item from an ebay seller, I didn't choose the courier? 

GrumpyDil

The ebay seller went through a reseller rather than direct to Hermes then. 
Cheaper but means any contract is with the reseller rather than with Hermes. 

soolin

Brywalker said:

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.

In many case Hermes can be considerably cheaper than other couriers , so tend to be used by a lot of people who might not think of using dearer couriers and due to volume tend to get complained about more often on here. I’ve been selling for years yet rarely use couriers as my items tend to all be Royal Mail sized , I do have a few items that are too big or heavy for RM and in most cases I then use Hermes due to price. I do tend to offer a second courier for those people who swear they will never use Hermes but the price difference is often quite big, and not surprisingly is never taken up. I suspect a lot of those who swear they will never use Hermes if faced with an extra £5 or so for a low cost item suddenly decides Hermes can be tolerated after all. 

Spoonie_Turtle

I had an e-mail a day or two after using the Holly assistant, saying they'd passed my case on to a certain person who was best placed to deal with it at the depot. Today I have an e-mail to say it's on its way - 10 days after it was despatched. I don't know if it's coincidence or not, but either way I'm pleased it's moving! Hopefully it's still in one piece after knocking around the depot - we'll see.

lindos90

GrumpyDil said:

The ebay seller went through a reseller rather than direct to Hermes then. 
Cheaper but means any contract is with the reseller rather than with Hermes. 

I wonder if thats why I got nowhere with 'holly' on the website, maybe they have limited options on the replies and will not escalate to a humen if its a 'reseller' delivery. It's odd as neither the ebay seller, nor the hermes tracking number give any indication it was not a hermes delivery. The only time I heard the name of the delivery company was the reply from Hermes. All the delivery labels, and the return label where it had been delivered to the wrong address were all printed with the word 'hermes' too.
 

Spoonie_Turtle

Spoonie_Turtle said:

I had an e-mail a day or two after using the Holly assistant, saying they'd passed my case on to a certain person who was best placed to deal with it at the depot. Today I have an e-mail to say it's on its way - 10 days after it was despatched. I don't know if it's coincidence or not, but either way I'm pleased it's moving! Hopefully it's still in one piece after knocking around the depot - we'll see.

Got here, exceptionally well packaged and all intact! Hooray!

[Deleted User]

Glad to hear it. I find it’s usually hit and miss. Saying that though I can’t sY that just about Hermes, I’ve had bad experiences with Yodel, DPD & RM too, it just goes to show everyone’s experiences can be different and the companies can’t all be 100% perfect. 

custardy

lindos90 said:

custardy said:

You chose to add a middle man and as such Im surprised Hermes entertained you at all.
One of the reasons for allowing resellers is to offload CS requirements.

I chose to add a middleman? I ordered an item from an ebay seller, I didn't choose the courier? 

Well even better. Your contract is with the seller. 
Even more so surprising Hermes are dealing with you.

[Deleted User]

custardy said:

lindos90 said:

custardy said:

You chose to add a middle man and as such Im surprised Hermes entertained you at all.
One of the reasons for allowing resellers is to offload CS requirements.

I chose to add a middleman? I ordered an item from an ebay seller, I didn't choose the courier? 

Well even better. Your contract is with the seller. 
Even more so surprising Hermes are dealing with you.

Must admit last time I tried to deal with a missing parcel they informed me to go through the retailer.