Hermes delivery driving me insane, how to speak to a human?

Sportacus

ok,  I found a way round the chatbot, if you select 'damage to my home' option, then it lets you upload some images and opens a proper case for you.  I uploaded images of the tracking details page.  Got a reply from hermes and they told me I have to raise the issue with packlink.

Just got this nice reply from packlink:

It is possible to open a claim only within and not beyond 30 (thirty) calendar days from the dispatch date.
The shipment was dispatched on the 07/01/2021 and the claim was presented after the term on the 15/03/2021
According to the terms and condition Article 14 > (b.) Process for making a Claim, this claim request is dismissed for not respecting the claim term.

Safe to say I'm never using packlink nor hermes again.

Really sad how they can get away with this.  Someone somewhere has the item I posted, and is laughing about it.

MR1988

That's a bit odd. A buyer can wait 30 days themselves before they file a case for not receiving the item which directly makes you miss out on the ability to make a claim with packlink and that's not right.

I've been using packlink before but seeing this happen to you I might go back to getting labels directly from carriers websites.

Maybe worth trying to email Hermes and don't mention anything about packlink? Just give them the Hermes tracking number and say they have lost your parcel? I've read some other forums where people claimed from Hermes but did not mention anything about packlink and they were successful.

Sportacus

Hermes already know this is a packlink shipment, they rejected my attempt to claim, pointing me to packlink.

"A buyer can wait 30 days themselves before they file a case for not receiving the item which directly makes you miss out on the ability to make a claim with packlink and that's n
not right."

Devious aren't they.

olgadapolga

Sportacus said:

Hermes already know this is a packlink shipment, they rejected my attempt to claim, pointing me to packlink.

"A buyer can wait 30 days themselves before they file a case for not receiving the item which directly makes you miss out on the ability to make a claim with packlink and that's n
not right."

Devious aren't they.

I think that Hermes will allow a claim for a missing parcel after ten days, so if the tracking hasn't moved/has got "stuck" somewhere, then you can make a claim ten days after dropping it off.

It takes them 28 days to agree to a claim, so if it's delivered within the 28 days they won't pay out but the item will have been delivered. 

So maybe the answer is to claim for every parcel that remains within their system for more than ten days, just so that you don't end up out of pocket when the buyer asks for a refund.

Sportacus

Hermes don't allow you to claim a missing parcel though, the chatbot and voicebot just tells you 'we'll have it on the move soon' before 10 days, after 10 days, and still saying it now after 2 months.  I had to claim damage to my home in order to get a case opened.  Seriously, I'm not using them anymore.

olgadapolga

Sportacus said:

Hermes don't allow you to claim a missing parcel though, the chatbot and voicebot just tells you 'we'll have it on the move soon' before 10 days, after 10 days, and still saying it now after 2 months.  I had to claim damage to my home in order to get a case opened.  Seriously, I'm not using them anymore.

Which version of the Hermes website did you use?

The "classic" version of the website does allow you to make a claim without needing to communicate with anyone/anything, including the useless Holly chatbot. The "new" website will not allow direct claims to be made.

NB: I understand that you never want to use Hermes again, fair enough, but this information may be useful for others.