A customer experience about Hermes

Status: Approved

#Inconvenienced #Other  Annoyed Frustrated Disgusted 

Kindly shared by n. skeet

What happened

i recieved a email on 22/4/20 informing me that Hermes had a parcel for me and would be delivering between 10am and 2pm that day . when i checked the tracking at 1.30pm it showed that the courier had an issue with getting to the address. what and why i do not know as i've never had a problem with them before. so i tried to contact Hermes and the only way possible was through Holly their online digital assistant , who verified that the parcel wasn't delivered due a problem with the address .And gave me two options one check back next day or leave a message and one of the customer service assistants would email me back in 24hrs. so i left a message asking for specific details regarding the address problem and redelivery . i recieved a response at 2.05pm informing me that it would be redeivered that day by 8pm. Surprisingly it never arrived.I messaged again on 23/3/20 informing them the parcel hadn't arrived and would await there respnse.No response to that . Remessaged them 25/4/20 very annoyed .asking for info on what the exact problem with the address was and when it was going to be delivered. They replied that they could see my parcel hadn't moved since 23/4/20. And that the retailer likes to ensure thier customers have the most efficient resolution when their is a delay in your parcel's movement . And advised me to contact the retailer and they would be able to get it resolved.I messaged them back to say if i knew who the parcel was from i could , but unfortunately as im awaiting more than one package i don't know.As they have package and more details could they help and give me information.they rplied 26/4/20 with exactly the same message as on 25/4/20 plus this "Hence i would request you to contact the retailer of this parcel as you're retailer has their own policies to follow for these scenarios.this is why you're best speaking directly with them so they can make further arrangments they feel necessary which may include a replacement or a refund.The reason for this is we hold a contract with the ratailer of the parcel and therefore they only reinburse you.To me this sounds like they are trying to pass the buck and could not be bothered continuing with me .i personally don't think they have the parcel to deliver as they have probably nicked it.

What I wish had happened

i would have like to have know the exact issue with the delivery address .They could have contacted the courier with the parcel and give me a full and accurate account of the problem . But more importantly redelivery of my parcel.

Where this happened

On the Internet - myhermes.co.uk/help-and-support/contact-us.html

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