Possible problem with myHermes, can anyone please advise

[Admetos]

I sold some speakers on the internet, they were Yamaha speakers for £270 plus shipping. They were in 2 large 22kg box's each as they were floor standing speakers.

I arranged for collection with myHermes. Someone came on 11/03/19 at just past mid-day and collected them, I never thought anything of it but he never gave me a collection card. The person just had a while van and I noticed other parcels in there also.

Have just checked tracking data at myHermes and last information says collection attempted at 11/03/19 at 18:27, this is around 6 hours after the 2 parcels were actually collected.

Will contact myHermes tomorrow however have I just been scammed by the collection driver?

 

[Admetos]

Thanks for everyone that replied, it looks like everything is ok. I'll put down below everything that happened since last post.

I live in Crewe, and at 2am yesterday I phoned the Hermes depot in Crewe, a chap there checked all the packages looking for 2 large Yamaha speaker box's but found nothing, at this point i'm getting quite worried.

The collection was booked via Parcel2Go, so just after 8am I contacted Parcel2Go on their live chat. I was told basically the same as what I was seeing on tracking information, Parcel2Go did say the driver should have scanned in front of me, and left a collection recite, neither of these happened. Parcel2Go said they only had email contact with Hermes and it would be 1-2 days for a response.

So I then contacted Hermes head office before 9am this morning, explained the situation and eventually got a really helpful person who made a phone call while I waited on the phone. From what I can understand, because the items to be collected are large there is another third party courier (not a Hermes courier) that collected the items. Hermes has spoken to the manager of the other courier and they have confirmed by phone they have my items, i'm told sometime today the items will show as collected once they enter the Hermes dept. I'm told the other courier only works with paper, and this is why the system has not updated.

So it looks like everything is ok, and i'm just waiting now for the items to eventually show as accepted by Hermes. I hope everyone can understand my concerns given I had no collection recite and the tracking system was attempted re-collection.

 

[Admetos]

Just a small update on this. Since my call before 9am this morning, Hermes tracking has still not updated as collected, this was despite being told it will update today and the 3rd party courier who collected my parcels has them. The only update on my tracking is 'Enquiry Raised' at 8:33am. My gut feeling is there is still something very wrong happening. Have just phoned them again but can't get in contact with the person I spoke to this morning, someone else did take my details again.

 

[Admetos]

I wouldn't worry they'll probably be scanned into the hub late this evening.

Lets hope your correct. It just feels so strange given they were collected yesterday at midday, and the Hermes tracking system has no record of it. What is more worrying is I had an email yesterday from Hermes asking me a time to recollect, even when they had collected.

 

[Admetos]

Good news, the items are now showing as collected on the Hermes tracking system. Hope everyone can understand my concern given it's taken 33 hours for them to show as collected, plus was never given any recite for them. Now I just hope they arrive at the destination ok.

 

[Admetos]

By the way, receipt is the correct spelling, not recite!

I'm dyslexic but did manage a computer science degree, it's also why you see many of my posted edited later on.

 

[Admetos]

Another update on this, and now totally separate problems with delivery.

I have a situation where last Thursday myHermes attempted to deliver the two parcels to buyer, there was a message to confirm the delivery address as there is an issue delivering. So I phoned the buyer and confirmed with Parcel2Go the delivery address was correct. I also emailed myHermes explaining the situation.

Then this morning I received an email from myHermes saying in their words 'someone at the delivery address refused the parcels'. The email then goes on to say the parcels are being returned to the shipper.

I have also contacted Parcel2Go tonight who placed the order by web-chat, and they confirm the parcels are now being returned to me, and it could take 5-14 days.

So now where do I stand? I have an email from myHermes customer service saying buyer refused delivery of parcels. At this stage i'm concerned about condition of speakers being returned to me. Also how do I stand refunding the buyer (do I even have to) if they refused delivery of the parcels?

Any help appreciated.

 

[Admetos]

surely all you can do now is wait till you get them back?

I think your correct, just wait until they return. Whats frustrating is i'm told myHermes don't provide any return tracking updates, so I won't actually know the day they are being redelivered.

 

[Admetos]

Did you contact the buyer and find out why they refused delivery?

I phoned him a couple of hours after Hermes said there was an issue with delivery, at this stage Hermes was just trying to re-confirm address and their system said they re-deliver in the next 24 hours. He never mentioned to me he refused delivery during that call.

 

[Admetos]

Just an update on this, and you won't believe.

myHermes could not deliver to the address of the eBay buyer, I had an email response from myHermes saying someone at the address refused the parcel. So I spoke to the buyer over the phone and confirmed the address was correct, that I then relayed to parcel2Go. Postage address has always been correct since playing the order. Also it's important to note myHermes only attempted to deliver once, and made no attempt to phone the buyer, I had given buyers phone number to Hermes and buyer says they never called.

So without being given any option, the speakers were returned to myself.

I opened the speakers, and there damaged, one part of the damage is 3/4 of solid wood speaker base smashed, to do this damage a significant impact has occurred. Also all the polystyrene foam inside the speaker box's is damaged, for this to happen the speaker box's must have suffered multiple impacts.

I have spoken to both eBay and PayPal who say they won't compensate, and I will have to refund the buyer. I have read on an old eBay forum that if a item is refused I don't have to compensate. The buyer has opened a case against me saying items have not arrived.

I currently have a case open with parcel2Go claiming for full refund as I will be out of pocket by £270 for the speakers plus £56 postage, and told them non of this is any fault of my own.

Can anyone give any advice on above, other then don't use myHermes again.

 

[Admetos]

What level of insurance do Parcel2go / Hermes provide? Did you take out any extra cover at the time you booked the collection? Have a word with parcel2go and see what you're covered for

Fully protected for the £270 value.

I have opened a claim against Parcel2Go that is currently in review. A Parcel2Go agent did say I was only covered up to £200 per package due to their terms and conditions on amplifiers and speakers, then I pointed out I sent 2 packages, 1 speaker per package. The speakers were 22kg each once inside their separate box's.

 

[Admetos]

Did he check the package and refuse delivery or have hermes just put that on? What ever happened he won't get the product he ordered so you need to refund.

I spoke to him, and he says no one phoned him, or contacted him.

He did mention he lived above another business and this happens often. It's possible the other business rejected the parcels.

The parcels had not been opened as my original tape and packaging labels were intact. The box's had been torn and looked bashed up on the corners however, inner foam packaging was all broken from crush damage.