I recently bought a Petromax 1500 from Germany. It was dispatched on the 12th of Aug. This morning I received an email from Hermes informing me that the whereabouts of my parcel are unknown even though it was tracked!!! Avoid Hermes and their non existent service!!
Dont ask for compensation yet. It can still show up. If you get compensation the Company assimillates they bought the package contains from you and when it shows up they will sell it on a auction, whitout notifying you. I recommend giving it time to show and then, not too late, crave compensation. I hope all turns out well Claus C
I sure did and a lot more questions than that. From my experience they have the worst customer in terms of customer feedback. They sill have to answer how they lost it!!
I was thinking that clause may exist. I just want the 1500, I was ages waiting on one and then this happens. To be honest I think it went missing twice, as the tracking was not updated between the 13th - 20th. A word of warning to everyone. I sent a tweet on twitter commenting on the parcel and they appear to have me blocked. Never ever again.
That's really sad... Recently I received 2 packets from Austria which took up about 4 weeks to Germany, delivered by Hermes. Fortunately everything went fine . But I also propose to wait a few days longer, contact the seller and try once more to locate your packet with the tracking info they have at Hermes. After they definitely confirm the loss, try to claim the insurance. Good luck, Martin
I have to wait 30days after the dispatch date in order to make a claim. I am still hopeful that they will locate it. They requested certain details today, Number of ParcelShop, date of dispatch, names etc which was bit weird as this is contained on the tracking information. Fingers, toes and legs crossed for a positive outcome.
Hmm, well there are lots of complaints about Royal Mail's service and their ability to confiscate and destroy, and as most folk will know - bad news travels fast. If all is well, little is heard. I have sent 11 packages via Hermes so far, all within the UK as they do not ship abroad. Only one was late in arrival, and after repeated attempts to find out why I gave up. The parcel arrived safely after seven days had passed. A similar experience to the same address (Scottish Highlands) on a delivery on the sixth day saw Hermes refund my costs in full. Not 100% brilliant service, but given RM 'lost' one of mine for sixth months, after which it was returned to me in a ripped open parcel and damaged condition - I was less than happy. Another RM trick was to return a parcel devoid of goods! A plastic bag with an empty jiffy inside!! And again - 28 working days need to pass before any claim can be made. Can't talk to RM on the phone - can't resolve a dispute online.
It really is infuriating when they just have one job to do for which they get well paid for and they cant do that. I cant describe how annoyed I am and also the fact that they have me blocked on twitter so no bad publicity for them. Childish or what!!
Based on 7 years of working as a delivery driver for a parcel courier company, the most likely reasons for a parcel going missing are (in order of likelihood): 1. The label with the address and tracking info comes off the parcel. 2. The label is damaged and unreadable. More and more labels are being printed at home on inkjet printers that use water based ink. Something leaks onto the parcel and the label is just a black smudge. 3. The package is stolen. Happens with easily concealed small and valuable packages such as mobile phones. Rarely happens with larger parcels. With a tracked parcel, Hermes must know it's last known location. They are scanned on and off every vehicle, and in and out of every depot. The depot I worked out of had a security cage into which any 'orphan' parcels went. 90% were identified and forwarded to the recipient once we had received a detailed description of the contents. It just depends on how keen the company are to provide a decent service. I worked for a good company that penalised the depot staff, via the bonus scheme, for any undelivered or undeliverable parcels. So there was an incentive for staff to go the extra mile. Once you have supplied Hermes with a detailed description of the contents, there is no reason why they should not be able to locate the package. Of course they may have decided that it is cheaper to pay compensation than employ staff to locate missing items. Terry
Hermes has a Facebook page but it was set up by a third party,more than likely a disgruntled customer. No way would they allow that much negativity be public.
Just had a bit of bother with ipostparcels but everything fine now. Terry, the last person I would blame would be the Courier driver but unfortunately he is first in the firing line - have you ever heard anyone getting what-for in the Doric?! I have never (yet) had to claim off a Courier firm but would assume that compensation would be denied due to contents of package being a banned item - not that I declare it as such on booking form of course.
Your Facebook page... I thought we had free speech around these parts but maybe the Irish Republic is different. You've already criticised MyHermes on this site (prematurely, in my opinion, but that's neither here nor there) and I can't see what's stopping you doing it elsewhere. I don't want to seem like an apologist for MyHermes but I've no doubt, like most companies, they're doing their utmost to provide an excellent service but get it wrong on rare occasions. I think I'd be a little more patient until you're absolutely sure the item is totally lost and MyHermes are absolutely to blame...
David, you have mistaken me. They have failed to reply to numerous e-mails that I sent them regarding the package. The only way left open was to send them a message via twitter and in doing so they blocked me. After having received the message informing me that the package was missing, they have again failed to respond to my messages seeking information. You may think that I was premature in having criticised them, however I think it is warranted.
eiremax, The thing is: Only the sender can complain about a lost parcel. You do not have a contract with Hermes, the sender has. So it is up to him to file a complaint and demand a search or compensation. You should ask the person to do so and do it within a certain time - I do not know the t&c of Hermes but that is hidden inside there someplace. Towards the seller you need to point out you demand delivery and will file a complaint with PayPal (if paid by PayPal) this will get the seller doing his job. It is his responsibility to get the parcel to you whatever shipping company he uses. Any shipping company will give detailed explanation to the sender ONLY, not to the addressee. Erik. PS: we are sending several thousand parcels a year, not not with Hermes for a certain reason.
If its breakable Hermes will break it and RM isnt far behind...........i wouldnt send paper with em theyr rubbish.........and Eiremax thats right its only the sender has the right to go after the Courier.....been there got the t-shirt.
The thing about Hermes is unlike postmen who are employed by Royal Mail and paid a salary, Hermes drivers are treated as self-employed. This means Hermes don't have to pay them minimum wage or sick pay or holiday pay. Hermes can pay them a fixed amount per job rather than an hourly rate, for example £100 to deliver 50 parcels. The drivers are responsible for providing their own vehicle including all the associated costs e.g. petrol, insurance, wear and tear. If the drivers are not able to make a decent salary on this basis then tough. I can see why if you were working all day to deliver parcels and found you had made little or no money, you might smash a few up.
Am I being premature?? I think not. A courier company is contracted to deliver a package safe and sound in a reasonable time frame. Now going on sixteen days, I think I am within my consumer rights to make an issue of this. And for you to note, there is no state as you describe as the "Irish Republic", it is Éire or Ireland.
As an ex-self employed courier for over 20 years I feel I must put to bed this idea of the couriers don't care - at least the vast majority. I don't know the details of how Hermes pay their drivers, but they are on a self employed basis. I used to get paid per parcel per mile traveled between pick up and drop, and all my expenses came out of my pocket. With regard to customer care, I was in control of the face to face and care of the individual parcels carried, and all got the best treatment possible - and some were of a most delicate nature; Live tissue; art work; precious gems, even a plate of cooked food - try that on a motorcycle! What the courier is NOT in control of is the sorting at any kind of 'hub' where masses of parcels are unloaded, conveyer belted, re-sorted, and stacked for delivery. This part of the courier industry I have never been involved in - but have seen elsewhere. Certainly there were the odd eejits who just wanted to get shot of the package, but they never lasted long, as being self employed they were soon got rid of. The same cannot be said of long term employees such as within the likes of Royal Mail. Things get thrown around in sacks a lot, and theft is not unknown. Inevitably with the volume of goods in transit, some will get damaged, but more likely in the bulk sorting and loading of delivery vans. If you are self employed, you have a reputation to uphold - it's you against the rest. Mess up and you're out.
Well, depends on how it was packed. A parcel must be packed in the way it can drop from 1 metre without breaking. Again, this is stated somewhere in the t&c. So I always ask the the seller: - no loose parts (none at all!) which will damage other parts. - always double-box breakable items. Which means remove the globe from a lantern and put it in an extra box. - Please do not send with Hermes. - I will take care of extra shipping cost. Erik
Well there seem to be a lot of disgruntled Hermes drivers out there: http://www.youtube.com/watch?v=_0MgdNlIswM
The lady from Hermes that delivers parcels to me is very polite and hard working, but she does appear to be the exception. Like Derek, I was a self employed delivery driver for a parcel company. If you work hard, for a good company, you can earn very good money. Most damage was caused by crap packing - 3kg of loose 4" nails in a jiffy bag, 12 x bottles of whiskey in a box with no packing, a laptop computer wrapped in one sheet of brown paper are some that spring to mind. When packing a parcel always assume that your parcel will be at the bottom of the pile with 4 cases of copier paper on top. Terry
I was speaking to the seller yesterday where he confirmed that the parcel was officially lost within Hermes. I had no update on its progress since the 20th. Then I received a message from home saying that a parcel had arrived from Germany. I went down and discovered it was the 1500, albeit with a broken globe but I wasnt worried about that as long as I hand the Petromax. What type of tracking was that?? Hermes said the parcel is lost in Germany and on the same day it arrives at its destination in Ireland. Anyhow, time to show all a picture of the lady, chrome in superb condition with a small bit of cracking to the enamel top. Happy Days There is also a spanner similar in size to the original Petromax one, Its has a hook like section on the end, Can anyone identify this? Also got a load of old Petromax mantels in the sale. I never seen ones like these. Thanks to all for the advice aswell by the way.
Glad it finally arrived, almost in one piece. A possibility is that the barcode/tracking number on the parcel became unreadable for whatever reason, so a new one was created. They then forgot to link the new number to the old number.
You'd better point that out to these people as well, then (fourth paragraph down next to the map):- http://www.muffdivingclub.ie/ ...and for you to note; it's 'mantles', not "mantels"
