My hermes problem

[Gaming guy]

I arranged to have a my hermes parcel picked up on a Saturday, nobody showed up.
No notifications or messages to say why
So I dropped the parcel off at a hermes parcel shop on the Sunday and it was scanned in, the tracking on my account said scanned in also.
So somebody came to collect my parcel on the Monday ,I said it had already been dropped off as I couldn't keep waiting.
But now the tracking has now been changed to awaiting collection and its not changing.
If i try and call the customer service the automated service says my parcel is cancelled, even though its been sent... And the number hangs up on me
So I can't call anybody, I can't talk to anybody.. I've no idea if my parcel is still on its way or not or is now lost..... . They make it impossible to sort out an error like this or get in touch with anybody

 

[Paul Norman]

It is a feature of Hermes that there is zero customer service.

If it works, it works. If it goes wrong, there is pretty much nothing you can do. The reason that Hermes is cheaper than the alternatives is that they do not have any customer support systems, nor hardly anyone in a support role. They are as in the dark as you as to where your parcel is.

You can wait and see if it turns up at the destination. Or, much less likely, it might be returned to you. Or you can pop into the drop off point and see if it is still there.

If none of the above happens your parcel is in a black hole. Those of us who have been in the ecommerce business for a few years call that black hole Hermes.

 

[Chris Hanson]

With circumventing the linear system you have created a problem with the tracking as the person picking up the parcel on Monday wasn't able to complete the tracking steps.

 

[japancool]

Have you tried the chat? If you go through the chatbot, it will eventually give you a number to call.

 

[Gaming guy]

Have you tried the chat? If you go through the chatbot, it will eventually give you a number to call.

Yeah I called the number, they ask for the tracking number before you can speak to anybody.. But the automated service just says my parcel has been cancelled and hangs up
But it was picked up from the parcel shop on the Monday.
Hence no idea if its still on its way, or if its lost
Will it show as delivered if it is actually delivered even though my tracking still says waiting for collection.
Quite the pickle

 

[japancool]

Have you booked any other parcels with Hermes? If so, use one of those tracking numbers, and then talk to the person about this parcel.

 

[MikeJ]

Complain to them via Twitter.

@Hermesparcels

Most companies respond much quicker on social media these days, as their response is visible to everyone. Give a bad response and everyone knows about it.

 

[Keith Brown]

Contact head office.

 

[MBE2017]

Have you booked any other parcels with Hermes? If so, use one of those tracking numbers, and then talk to the person about this parcel.

Totally agree, go and have a moan on twitter and Facebook, you will normally get a much faster answer and or help, since it is more visible.

 

[Picture Bute]

What Paul Norman said.

Hermes is like using your unreliable alcoholic uncle to deliver stuff. If he remembers, it might go well, but if it doesn't he's never going to remember what he did Hermes are ok for stuff you can afford to lose.

 

[JEREMY HAWKE]

Im guessing it is delivered by now with no tracking
If not you will never see it again .
You get what you pay for

 

[LeasingEval]

Put yourself in the position of the underpaid and overworked employee who has just received your parcel from the collection point - they have just scanned it in and the system tells them that the label is invalid, the parcel shouldn't be here, nobody knows it is here and there is nowhere to return it to.
What are they going to do with this mystery parcel? It *might* have something valuable inside...

 

[JEREMY HAWKE]

Put yourself in the position of the underpaid and overworked employee who has just received your parcel from the collection point - they have just scanned it in and the system tells them that the label is invalid, the parcel shouldn't be here, nobody knows it is here and there is nowhere to return it to.
What are they going to do with this mystery parcel? It *might* have something valuable inside...

While it does go on it is rare
It will end up in a warehouse in Birmingham for mis directed freight