Where do the parcels go ?

Finally, after no problems , HERMES have lost a parcel in their system.

Easy, contact them ,raise a lost item request.

NO,they are not HERMES ,they are Parcel2go.

Easy, contact them, raise a lost item request.

No, the numbers are Hermes not Parcel2go.

See where this is going?

.Neither organisation has an email address to contact, only autobots.

Any help appreciated.

If this is a parcel you have been sent, the best way would be to contact the sender.

I think you can find a phone number for Hermes by searching on the internet but not easy. They don’t seem to publish numbers but I think you can find one if you persevere.

Stuart

Just googled and found this

**LINK**

or this

https://www.myhermes.co.uk/help-and-support/contact-us

Stuart

Edited By Stuart Smith 5 on 12/12/2020 10:42:37

I had a similar experience with Hermes over the past 3 weeks.

I took a parcel to the 'parcelshop' and according to the tracking , there it stayed for 18 days.I went back to the shop to see if it was actually there but was told the parcels are all collected daily. Then lo and behold it appeared at the final destination 15 days late.

I also had a similar experience with them a few months ago when returning a parcel to Amazon. It stayed in the Hermes 'warehouse ' for 4 weeks but then the tracking number was no longer recognised. a telephone call to Amazon sorted that one out.

I also was having difficulty in contacting them. my next stage had the parcel not arrived was using Resolver *Link*

I would always advise paying for the insurance if the item is valuable as the standard cover is about a tenner.

Personally I'll never use Hermes again.

Good Luck

Edited By Paul L on 12/12/2020 10:46:41

If it's Hermes,and you have a Hermes parcel number, then they have a contact 'phone number on their website. After going through the auto responses, and after a wait, you should get to speak to a human. I did this only last Monday and, in my case, the problem was sorted efficiently. I had to wait on the 'phone for about 15 minutes.

I've always found Parcel2Go to give an effective service and to be very helpful when problems occur. They are the people I use when sending stuff.

But they are sender orientated, not receiver orientated, so issues have to be raised by the sender.

The tracking system looks good and reliable too from a sender perspective.

Just looked and the website has a had a serious revamp with a fancy splash front page instead of going straight into the process. Thats worrying as management believing in such improvements frequently take thier eye off the abll of actually doing the job.

Clive

Edited By Clive Foster on 12/12/2020 10:50:46

I've had two 'pre Covid' Hermes parcels go astray sent to me by individuals, both untracked they were also discovered after 14 days

Thank you everyone, much appreciated , that gets me into the system of human contact to resolve the problem.

I have to say that, over many years, I have never had a problem with Hermes. Having spent a portion of my working life in market research I can tell you that people have a much greater tendency to complain than to praise. I'd be surprised to find that Hermes are significantly different to other couriers with the occasional failure. In the present circumstances I would expect some increase in the failure rate.

I agree that all companies will have a failure rate.

The acid test though is how they handle the failures. In my experience companies that deliberately make it difficult for their customers to contact them effectively, are not the best ones to do business with.

Just an update !

Following advice above, I did manage to get an automated email reply from Hermes.

But no action.

Email to CEO and assured M Sibanda would personally be assigned to my case.

But no action.

Further email to CEO and assured E bhatti would personally be assigned to my case.

But no action yet....................

Will keep you informed.

Gentlemen

I fear that you maybe 'putting the cart before the horse' Remember the contract with the courier is with the sender not you. The sender is the person you should contact and they should sort the problem out. They do not want you claiming a refund because of non delivery. If there are delivery problems the sender wants to know, it affects their business. If they do not resolve the problem ask for a refund.

It’s very worrying that increasingly parcels from Amazon are now being delivered by Hermes, my experiences of Hermes in my local area are not good with lost and misdelivered parcels, definitely proportionally more problems with Hermes than other carriers.
Dave W

I AM the sender.

Luckily, I was able to fulfill my side of 'the contract' by sending 'the buyer' an identical item, via ROYAL MAIL.

Hi there, all,

A couple of years ago, I sent a parcel via Hermes. The experience was stressful for a time but had an amusing component.

The parcel disappeared into 'Hermes-space' - the tracking facility froze. In this particular case, the recipient was the holder of the relevant Hermes account so he had to liaise with Hermes. After a few days of perseverence, he managed to achieve phone contact with a real Hermes Human.

The Hermes Human asked for a description of the parcel, adding 'PLEASE don't say it's in a brown cardboard box secured with brown tape'. The poor chap was obviously a bit harassed and surrounded by lots of lost parcels, all visually similar!

Before sending any more parcels I equipped myself with several rolls of luridly coloured Gaffer tape including a roll of fluorescent pink!!

The original parcel did turn up eventually, undamaged but a bit dusty. Subsequent parcels all beat their delivery forecasts.

Best regards,

Swarf, Mostly!

The best way to think of Hermes is to see it as a typo, it is actually Herpes and any contact should be avoided at all costs.

Seriously, they lose things, they lie, they have no idea, I am mildly impressed that their workforce can find their way into work, everything else ends up in the wrong place

Dave, take heart in the fact that Amazon won't put up with any buggering about.
Many hate Amazon but, if you want something NOW, they do deliver reliably in my experience. That's their forte - and anyone who can't perform isn't with them for long!

In the interest of balance, my daughter must be well over a thousand parcels over the last 10 years and has never had a problem with Hermes or the others. And the Hermes people who deliver to my doorstep are all normal human beings - friendly and efficient.

Last time we had a problem it was one of mine, from Warco about 5 years ago. Warco replaced it with no fuss. Doesn't mean Hermes or Warco are paragons of virtue, absolutely incapable of making a mistake or never themselves being victims of an accident.

Chaps on the forum do love a brand-name, imagining that large organisations handling transactions by the million can be universally damned or praised on the basis of a few personal experiences.

In the real world performance depends hugely on local circumstances, making 'big picture' assessments untrustworthy. For example the Post Office are doing well in my area, but 30 miles away my sister is suffering late and intermittent deliveries. She knows an employee who explained my local Sorting Office is a spacious modern facility, while hers is in a cramped older building scheduled to be replaced because it's too small, and now it's struggling due to covid. Staff are forced together and in consequence have a high sickness rate. And the need to keep people physically apart means the office can't process at full volume, causing backlogs build up.

Samsaranda mentioned another problem with brand-names: he's noticed Amazon parcels being delivered by Hermes. Me too, and other unexpected arrivals indicating they are sharing the load. Fact is, carriers aren't obliged to shift stuff themselves - it's not unusual for them to offload work to a rival, though Covid makes it more likely. Not a new idea. Fans of pre-nationalisation railways will have noticed goods wagons belonging to many different owners being pulled by the same engine. A mix of privately owned and railway owned wagons. This picture, taken in Birmingham, shows a jumble of Midland Railway, GWR, LNR and LBSC wagons, plus at least 4 privately owned wagons:

The railway system didn't usually take a load then return the owners empty wagon. Instead, it allowed empty wagons to be used by another customer, who would pay the owner via the railway company. Wagons were despatched in the general direction of home earning money on the way.

General purpose wagons could take years to return to their owners, who in the meantime would use someone else's wagons. Considerably cheaper, but who is to blame if a loan wagon breaks down en-route and the cargo is delayed, rots, or is nicked? Answer: insurance. It's impossible to guarantee delivery, it's only possible to arrange some form of recompense.

For that reason I agree strongly with Paul L: 'The acid test though is how they handle the failures. In my experience companies that deliberately make it difficult for their customers to contact them effectively, are not the best ones to do business with.'

Dave

Some 20+ years ago, I was involved in supplying a new computer system to a parcels company who shall be nameless. The servers had to be shipped to each parcel depot and quite understandably they wanted to use their own network for the delivery. Their IT department insisted that we used a special service designed for tracking specific hazardous materials rather than the standard service to ensure the kit got delivered. We were somewhat bemused by this.

Had an interesting experience re parcels being delivered by someone other than who you thought. Before Christmas we sent several parcels- one to London and another to Hastings went very reasonably via parcel 2 go and UPS. Tried to do the same with a similar one to Aberdeen and they tried to slap on a "remote destination surcharge" of £20. Honest- Aberdeen is not all that remote. Anyway, I took it down to the Post Office and sent it for a couple of pounds more than the UPS price but when I told the chap about the UPS surcharge, I was flabbergasted to find out that UPS actually get the Post Office to deliver for them up there! So beware.

sandy