Hermes Lost Parcel

Mrsbird22

Hi, can someone advise me please. I sold an item on Vinted and dropped it off at my local Hermes Parcel Shop. I have a blue receipt with bar code. I have looked at the tracking info using the bar code and seven working days later it’s still showing that Hermes is expecting the item. I checked with the parcel shop and they don’t have it, they said the driver probably didn’t scan it. As there is no record on Hermes of them receiving the item I can’t raise it with them. Their phone number requires you to input a tracking number but as the item wasn’t scanned the number I have isn’t recognised. Same for their Live Chat facility and same also for on line help. Without a recognised tracking number I can’t even open a case. Meanwhile, Vinted have refunded my buyer and I’m out of pocket. I can’t find any way of contacting Hermes to resolve this. All I have is the blue receipt and bar code as proof that I handed the parcel over. Where do I go from here?

cx6

Doesn't help you, but Hermes are bottom of the list...

Parcel firms 'failing to deliver on performance' - BBC News

PS as far as I know there is no guaranteed way to contact Hermes - I have tried in the past and failed miserably. I also had the blue receipt and bar code but nowhere on their system was it recognised.

Mrsbird22

cx6 said:

Doesn't help you, but Hermes are bottom of the list...

Well that’s dreadful. I can’t believe that as a customer I have nowhere to turn and no means of reimbursement for my loss. My parcel wasn’t worth a fortune but that’s not the point. It seems people are free to just take or lose parcels without fear of apprehension. 

custardy

hit Hermes up on Twitter.
In future consider the services you use as to what you will do if there's an issue.

tomaszrykala

custardy said:

hit Hermes up on Twitter.
In future consider the services you use as to what you will do if there's an issue.

On Twitter they reply to 1 tweet out of hundreds and they disabled commenting on their own tweets.
The don't have a facebook page. Their Customer Service lines are now served by a bot which just repeats what the status will tell you -meaning it's not any more helpful. If a parcel is lost, even if you have insurance there is no way to claim it because you can't contact them.

If you sent something with InPost via Hermes, Hermes will tell you to speak with InPost. InPost will send you back to Hermes. 

It's an absolute scam of a company. 2 out of 5 parcels I sent 2 weeks ago have gone missing and I have no way to trace their status for over a week nor to get my compensation becuase there is no way to contact them. Obviously I will not be using them again, but it is shocking that the company can still legally trade and keep getting away with it and that other companies still promote their sevices - eg. eBay.

JJ_Egan

Very few people complain officially is one reason .

sheramber

you could  this email from an earlier thread- found by putting 'Hermes email' into search box at top of page

Email the Chief Exec?  

Email

Martijn.deLange@hermes-europe.co.uk

visidigi

Mrsbird22 said:

Hi, can someone advise me please. I sold an item on Vinted and dropped it off at my local Hermes Parcel Shop. I have a blue receipt with bar code. I have looked at the tracking info using the bar code and seven working days later it’s still showing that Hermes is expecting the item. I checked with the parcel shop and they don’t have it, they said the driver probably didn’t scan it. As there is no record on Hermes of them receiving the item I can’t raise it with them. Their phone number requires you to input a tracking number but as the item wasn’t scanned the number I have isn’t recognised. Same for their Live Chat facility and same also for on line help. Without a recognised tracking number I can’t even open a case. Meanwhile, Vinted have refunded my buyer and I’m out of pocket. I can’t find any way of contacting Hermes to resolve this. All I have is the blue receipt and bar code as proof that I handed the parcel over. Where do I go from here?

The shop has to scan it in before the driver does though right? The first scan shouldn't be the driver...as otherwise how does the  'dropped into pickup point scan work on the stuff I buy off eBay?

mikb

Yes, from what I recall of the short lived and mistaken decision to use Hermes, they zap the barcode on your parcel, took the next "receipt" page off a pre-printed pad, and zapped that too. This links the receipt/shop to your particular parcel and shows you dropped it off.

To the OP:-

It sounds like the shop failed to scan your parcel/receipt before handing the receipt to you. So, technically it was never handed over at all, and you got a meaningless, worthless bit of paper to show for it.

It's likely that Hermes system may not cope with this -- the driver could scan the item, but "computer says this parcel was never dropped off yet" is a possible problem. Or, the shop never handed your parcel over to the driver ... hard to know.

Koalah

sheramber said:

you could  this email from an earlier thread- found by putting 'Hermes email' into search box at top of page

Email the Chief Exec?  

Email

Martijn.deLange@hermes-europe.co.uk

That won't make much difference as I emailed him and got a almost cut and paste response that sometimes parcels go missing. Several of my Black Friday purchases vanished in their depot, suddenly stopping tracking 5 days after original due date. I feel sorry for the two retailers who've had to refund me over £500 due to Hermes saying they are lost. I replied back to their cut and paste email pointing out the achievements the CEO claims on his LinkedIn about stock control systems and secure depots, and on their sales page all the claims about all the security features and full tracking and how it's all lies based on how many people I've seen on forums and social the past few weeks saying their parcels are missing. That one retailer told me 45% of Black Friday orders went missing and thousands of orders were backed up in their warehouse as Hermes has failed to pick them up but were already labelled and committed to them, so they couldn't be changed to another delivery company.  I will no longer risk buying with any retailer who uses them. Shame as the local driver was nice.

avalon60

You could try this email address, at least it doesn't bounce, but they don't reply either.

Hermes Support <myhermes@mailgb.custhelp.com>

I've had a lost parcel case with hermes, but the last message I got from them states:

I have conducted an extensive search and unfortunately, our tracking system is currently unable to locate your parcel. Due to the amount of time that has elapsed since we last received a tracking update, I must unfortunately deem this parcel unaccounted for.

Its an absolute joke because it took them 4 days to start to do anything about after I raised the issue with them.

Now I am attempting to get a refund from them.