Hermes said that they had tried to deliver but we’re not able, despite me not having di...

GetHuman-inarticu's Change Address issue with Hermes.com from October 2019

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The issue in GetHuman-inarticu's own words
I was trying to receive a parcel ... Hermes said that they had tried to deliver but we’re not able, despite me not having difficulties with any other delivery company to the same address. I was getting the item delivered to work as I often do because I’m there more often than home during the day. Unfortunately the place I work in started to work with a skeleton staff at the weekends so when I read on Hermes tracking that they were likely to deliver at the weekend I wanted to charge the address to my home address however the site wouldn’t allow this so instead I went to work on Saturday which I had no other reason to do and would not get paid for and sat in reception until I saw in tracking that Hermes had been unable to deliver, no further explanation given. I contacted customer services via email and told them of the events and a few days later received a reply apologising for the delay and saying that the parcel would be delivered in one or two days, either Friday or again Saturday however the next day I received another email saying that it was not possible to deliver to that address, a London hospital. I wasn’t sure which email to believe so I checked Hermes tracking again and on the Saturday morning it said once again that it was at the local delivery office and would be delivered on the same day. Once again I went into work on my day off and waited in reception and tracking that it was on its way so I waited until tracking said that it had been delivered. I asked the security team if they had seen anyone and they said no so I contacted the sender and a short while later he contacted me saying that the parcel had been returned to him. Needless to say both of us are not happy to say the least and will not use Hermes again! The problem I suspect is not the couriers who are likely to be on minimum wage and also not given enough information but the fact that customers cannot find out what is going on. It appears that my parcel was in London for over a week but I wasn’t able to pick it up from the local depot, as I had suggested in my email, nor receive a call from a courier or anyone else explaining why they weren’t able to deliver. This is clearly a very badly run organisation. *Avoid them if you can.
They don’t seem to realise that they need to put some effort into running a delivery service.
I’m not sure how they could make it up to me. It has cost me a lot of free time and for nothing.
I will never be a Hermes customer now that I am aware of their poor service.
I sent emails suggesting ways to resolve the situation but clearly there is no one available to resolve such situations.
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Hermes.com

Parcel delivery.
Change Address issue
Reported by GetHuman-inarticu
Oct 17th, 2019 - 2 years ago
Not resolved
Seen by 25 customers so far
Similar issue to 26349 others
0 customers following this

Timeline

GetHuman-inarticu started working on this issue
Oct 17th, 2019 4:07pm
GetHuman-inarticu indicated the issue is not fixed yet.
Oct 19th, 2019 6:26am
GetHuman-inarticu indicated the issue is not fixed yet.
Oct 19th, 2019 6:29am
GetHuman-inarticu indicated the issue is not fixed yet.
Oct 19th, 2019 4:44pm
GetHuman-inarticu indicated the issue is not fixed yet.
Oct 20th, 2019 9:54am

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