Hermes impossible to contact regarding lost parcel

hubb

I cannot get hold of any Hermes customer service help regarding a parcel that I dropped off at a parcel shop on the 8th march and didn't track from there on. I have tried endlessly getting customer help as I have an Ebay customer I now have to refund. The only way to get "help" is a useless chat bot called "Holly" that just tells me what I already know, without the option to progress to get help as to why it is missing, and claiming for the loss.
I have Tweeted, sent a message to the 1 email address I know with zero response. I have even tried to open a case with MSE Resolver, resulting with the advice to use their chat bot. So that was useless.

I also phoned their telephone helpline, again with the automated message to use "Holly", the useless chat bot.

So as my parcel is in limbo, who can I go to to get my refund if Hermes are giving me no way of claiming like they used to ?

gettingtheresometime

Have you tried ringing them on 0330 808 5456?

hubb

Yes, as I said in my OP, I tried phoning their number and got an automated message referring me back to the chat bot. In other words, round in circles.

hubb

So am I to take it from the lack of input on this thread that there is absolutely nothing I can do to get my refund for a lost parcel ?

Aylesbury_Duck

hubb said:

So am I to take it from the lack of input on this thread that there is absolutely nothing I can do to get my refund for a lost parcel ?

A letter before action and small claims action?  How much did you pay for the service and what was the value of the item?

custardy

Hit them up on Twitter.
Its my default to contact companies these days
https://twitter.com/Hermesparcels/with_replies

Mnoee

custardy said:

Hit them up on Twitter.
Its my default to contact companies these days
https://twitter.com/Hermesparcels/with_replies

I tried that when one of their drivers was texting me from his personal phone and got no response. Also when they'd delivered a parcel of mine to someone else with a nice photo of someone else's hall. No response from either. They're impossible to contact. 

visidigi

hubb said:

I cannot get hold of any Hermes customer service help regarding a parcel that I dropped off at a parcel shop on the 8th march and didn't track from there on. I have tried endlessly getting customer help as I have an Ebay customer I now have to refund. The only way to get "help" is a useless chat bot called "Holly" that just tells me what I already know, without the option to progress to get help as to why it is missing, and claiming for the loss.
I have Tweeted, sent a message to the 1 email address I know with zero response. I have even tried to open a case with MSE Resolver, resulting with the advice to use their chat bot. So that was useless.

I also phoned their telephone helpline, again with the automated message to use "Holly", the useless chat bot.

So as my parcel is in limbo, who can I go to to get my refund if Hermes are giving me no way of claiming like they used to ?

Who did you buy the service from? MyHermes Direct?

They are absolutely buried in volume so you cannot expect a quick response - I would consider a reply within a week reasonable given everything going on. I wouldn't bother asking whats happening with it - if you go back to the shop and its not there then you're unlikely to see it again (just a question - did you put your address inside it like they ask you to incase they do find it and need to return it?)

hubb

visidigi said:

hubb said:

I cannot get hold of any Hermes customer service help regarding a parcel that I dropped off at a parcel shop on the 8th march and didn't track from there on. I have tried endlessly getting customer help as I have an Ebay customer I now have to refund. The only way to get "help" is a useless chat bot called "Holly" that just tells me what I already know, without the option to progress to get help as to why it is missing, and claiming for the loss.
I have Tweeted, sent a message to the 1 email address I know with zero response. I have even tried to open a case with MSE Resolver, resulting with the advice to use their chat bot. So that was useless.

I also phoned their telephone helpline, again with the automated message to use "Holly", the useless chat bot.

So as my parcel is in limbo, who can I go to to get my refund if Hermes are giving me no way of claiming like they used to ?

Who did you buy the service from? MyHermes Direct?

They are absolutely buried in volume so you cannot expect a quick response - I would consider a reply within a week reasonable given everything going on. I wouldn't bother asking whats happening with it - if you go back to the shop and its not there then you're unlikely to see it again (just a question - did you put your address inside it like they ask you to incase they do find it and need to return it?)

I bought the service from the only Hermes website they have. The shop cannot find it even though the last status shows it has been dropped off but not picked up. Its an old BT cordless handset that sold for £7. I will now have to refund the amount to the buyer, as well as lose out on postage. I spend hundreds a year with Hermes so I would have thought it in their interest to keep me as a customer before I move back to Royal mail. I didn't put my name and address inside the parcel, I always attach it to the outside.

Aylesbury_Duck

For a total loss of c.£10 I'd give it up and just use a different carrier in future.  You've already wasted much more than £10 in time and effort trying to chase it and they're not going to be remotely interested in your few hundred quid a year of business.  There's a reason they're pretty much the cheapest carrier.

visidigi

hubb said:

visidigi said:

hubb said:

I cannot get hold of any Hermes customer service help regarding a parcel that I dropped off at a parcel shop on the 8th march and didn't track from there on. I have tried endlessly getting customer help as I have an Ebay customer I now have to refund. The only way to get "help" is a useless chat bot called "Holly" that just tells me what I already know, without the option to progress to get help as to why it is missing, and claiming for the loss.
I have Tweeted, sent a message to the 1 email address I know with zero response. I have even tried to open a case with MSE Resolver, resulting with the advice to use their chat bot. So that was useless.

I also phoned their telephone helpline, again with the automated message to use "Holly", the useless chat bot.

So as my parcel is in limbo, who can I go to to get my refund if Hermes are giving me no way of claiming like they used to ?

Who did you buy the service from? MyHermes Direct?

They are absolutely buried in volume so you cannot expect a quick response - I would consider a reply within a week reasonable given everything going on. I wouldn't bother asking whats happening with it - if you go back to the shop and its not there then you're unlikely to see it again (just a question - did you put your address inside it like they ask you to incase they do find it and need to return it?)

I bought the service from the only Hermes website they have. The shop cannot find it even though the last status shows it has been dropped off but not picked up. Its an old BT cordless handset that sold for £7. I will now have to refund the amount to the buyer, as well as lose out on postage. I spend hundreds a year with Hermes so I would have thought it in their interest to keep me as a customer before I move back to Royal mail. I didn't put my name and address inside the parcel, I always attach it to the outside.

Hermes can be sold through many different channels, some cheaper than myhermes direct.

One individual selling on ebay for a few hundreds a year is not even going to make them blink. Not unless you're shipping 100 of thousands of pieces a year. 

Hermes tell you to put it on the inside, not the outside btw.