Hermes - what to do if Resolver doesn't work?

fwor

I sent a parcel via Hermes around 3 weeks ago, and in the absence of any further info assumed it had been delivered Ok. On Friday the buyer of my item contacted me to say that the parcel was not received, so I look at the online tracking and that stops 15 days ago with a note that it has been delayed.

So I go onto Hermes' website and use the "Help Centre". It has no option to allow you to progress a parcel that has gone missing. I use the Online Assistant, and it includes no option to allow you to report a parcel that has gone missing. There are no options that allow you to contact a person.

The only way I can think of to make progress is to raise a case via Resolver, so I do that.

And so, today, I get a response telling me to contact the sender of the parcel (bearing in mind that I am the sender, and I made that clear in my complaint). When I reply pointing this out, the reply that I get back says that my email has been forwarded to an email account that it is no longer in use. The reply also tells me to contact Hermes via a link on their website that does not appear to exist (https://myhermes.co.uk/help-and-support/contact-us.html).

Where do I go from here? According to their Terms and Conditions, I have to submit a completed Claim Form in order to claim on the insurance - which I paid extra for to cover the full value of the item. But there seems to be no mechanism that allows me to get a Claim Form, or to speak to anyone to ask for one.

HeinzVarieties

https://www.myhermes.co.uk/help-and-support/help-centre#/sending/delivery-problem/status-has-not-changed ?

fwor

It doesn't help. All that allows you to do is to check the Tracking info - and all that does is say that it was delayed on 25th November.

The phone number connects you to an automated service that checks the tracking number and tells me that they have no further tracking info. There are no other useful options offered via that automated service.

The "Start a Chat" option just connects you to the automated online assistant, which offers you no options that are relevant to a parcel that has gone missing.

So what next?

HeinzVarieties

fwor said:

It doesn't help. All that allows you to do is to check the Tracking info - and all that does is say that it was delayed on 25th November.

The phone number connects you to an automated service that checks the tracking number and tells me that they have no further tracking info. There are no other useful options offered via that automated service.

The "Start a Chat" option just connects you to the automated online assistant, which offers you no options that are relevant to a parcel that has gone missing.

So what next?

Small claims action?

cx6

Hetmes are pretty much uncontactable. 

Small Claims is your best bet.

fwor

I wonder how many other people try to go through the same process, and just give up?

Would it help to report them to Trading Standards? Or Ofcom (who won't care - they will just tell me that Hermes is not regulated)?

The frustrating thing is that I have to decide in the next day or so whether to refund the buyer in full, via Ebay. I don't really have a choice but, in theory, the package could still be delivered - I have no way of knowing.

HeinzVarieties

fwor said:

I wonder how many other people try to go through the same process, and just give up?

Would it help to report them to Trading Standards? Or Ofcom (who won't care - they will just tell me that Hermes is not regulated)?

The frustrating thing is that I have to decide in the next day or so whether to refund the buyer in full, via Ebay. I don't really have a choice but, in theory, the package could still be delivered - I have no way of knowing.

I had a go with the bot and when I went to report "another issue" and then went to report damage to a vehicle I got the message

Sorry, our contact centre is now closed. You can raise an enquiry with our team by chatting with us again from 8am tomorrow

So perhaps if you try that tomorrow you can actually speak to a human?

fwor

Thanks - I started this off mid-afternoon on Friday, so perhaps they had all pushed off home by then. As you suggest, I'll try again tomorrow. I did think about trying that option (reporting damage to a vehicle or property) but it didn't look like it was going to help!

If that fails, I will try Resolver a second time, warning them that I will start Small Claims action if I get forwarded to an unused mailbox again.

It's all quite obviously designed to put obstacles in the path of anyone with a legitimate complaint.

powerful_Rogue

fwor said:

Thanks - I started this off mid-afternoon on Friday, so perhaps they had all pushed off home by then. As you suggest, I'll try again tomorrow. I did think about trying that option (reporting damage to a vehicle or property) but it didn't look like it was going to help!

If that fails, I will try Resolver a second time, warning them that I will start Small Claims action if I get forwarded to an unused mailbox again.

It's all quite obviously designed to put obstacles in the path of anyone with a legitimate complaint.

That won't work. You can't advise them of potential small claims action via a 3rd party service. Put pen to paper and send a letter.

fwor

powerful_Rogue said:

That won't work. You can't advise them of potential small claims action via a 3rd party service. Put pen to paper and send a letter.

Why won't it work? I'm not suggesting that I will actually raise a legal claim itself via Resolver - I just plan to advise them that that is my intention, if they continue to forward my complaints to a mailbox that is not in use.

HeinzVarieties

fwor said:

powerful_Rogue said:

That won't work. You can't advise them of potential small claims action via a 3rd party service. Put pen to paper and send a letter.

Why won't it work? I'm not suggesting that I will actually raise a legal claim itself via Resolver - I just plan to advise them that that is my intention, if they continue to forward my complaints to a mailbox that is not in use.

You're better off having proof of posting if you're sending an LBA.  Resolver cannot provide that.