[fixation80]

Hi, I have purchased, or so I thought a Tiagra rear mech from Chainreaction cycles. No problem with the sale, it’s the after service I’m having trouble with. Chain reaction completed the sale, at a good deal I might add, and dispatched the rear mech via Hermes. Hermes quickly informed me they would deliver on Sunday last between 1pm and 3pm, wow that was quick I thought. On Sunday, being self isolating I never went out and the rear mech did not arrive, However I was surprised to get an email from Hermes saying because I was not at home the item would be delivered today. Now then, was not out, the delivery man did not leave a card notifying of a missed delivery. The time for due delivery today was for again 1pm to 3pm, again no show, and no card. At just after 4pm I got in touch with Chainreaction via customer services chat box concerned about non delivery, I had contacted already earlier in the day, am, expressing my concerns Hermes were not coming across as honest. I was informed that Hermes would probably deliver in a two or three days. That was at odds with the hermes email regarding delivery. As a keen cyclists wanting to exercise as advised by HM Goverment this advice means that I am going to be tied in until delivery takes place, two perhaps three days. As I was distrustful of Hermes I asked about the possibility of cancelling the order, no way was the answer, the ball was in Hermes court. Two missed delivery promises and no way of getting through to Hermes, high premium phone rates (70p per minute plus)plus your own service provider for hanging on the phone. No email provision, this has me wondering about the service I’m being given. Anyone else out there had problems with Hermes, I can’t understand why they would lie abot the reasons for non delivery. Sure Convid 19 is causing problems but that doesn’t account for lying.

Topic

[fixation80]

Thanks to all for taking the

Thanks to all for taking the time to post, I think my next course of action is to open a resolution case with Paypal, worked for me in the past, cheers.

[fixation80]

Sadly I didn’t have a choice

Sadly I didn’t have a choice of courier, cheers.

[fixation80]

Good advice, I have already

Good advice, I have already followed the line of complaint to the vendor, they were not very good at customer relations, didn’t want to know about the delivery agaent. When I said I would not be purchasing anything else from them, the chat line they use wished me well and signed off, Not before I asked for a refund that was refused with, ‘you wil have to wait two or three days for Hermes to deliver, completely ignoring their emails giving me the times of delivery that hey did not meet. Thanks for the reply.  

[Oldfatgit]

I hope you refused it as
I hope you refused it as damaged.

[Oldfatgit]

Absolutely it shouldn’t
Absolutely it shouldn’t matter.

But it does and it will.

It removes the consumers ability to say “I am paying you for a specific service and you are not providing that service”.

Kinda hard to argue that you’ve paid next day delivery when there is no separate invoice item.

[Nick T]

The only really shocking

The only really shocking experience I’ve had is with receiving from a supplier who uses UPS, where someone at the depot had cut the box open (not the flaps that close in the middle, but hacked open like a sardine tin) stolen a few things then hastily taped it back up before sending on for delivery to me

[Sniffer]

There is no such thing as

There is no such thing as ‘free delivery’. 

There is such a thing as delivery included in the price of the goods.  Whether you have explicitly paid for delivery or not should not matter.

[Oldfatgit]

Hermes are appalling.
Hermes are appalling.

The problem lies with who has the contracts.
The contract to supply the goods is between you and the shop; however, the contract to deliver the goods is between the supplier and the delivery company … Realistically, the delivery company do not even have to talk to you as *you are not their customer*.

Get on to your supplier and start complaining to them about how (making assumptions here) you have paid for a next day / two day delivery and that it’s not putting them (the supplier) in a bad light and making you reluctant to consider using them (the supplier) again.
The guy at the supplier probably already knows how misc hassle it is to deal with Hermes, which is why they are soft soaping you.

Give the supplier a couple of days to resolve it and if there is still no joy, go through the supplier complaints procedure and log a formal complaint.

If you have not been charged delivery … Well I’m afraid you’re pretty much going to have to lump it as the contract between the supplier and Hermes will be the cheapest possible deal and potentially on a *best endeavour* basis.

Good luck.

[fixation80]

WoW! Horrific that one.

WoW! Horrific that one. Cheers.

[fixation80]

Thanks, my address couldn’t

Thanks, my address couldn’t be clearer, I wasn’t to know Chainreaction used Hermes but do now, will only accept a dealer who uses Royal mail, not perfect I know not had much trouble with them in the past. Cheers, thanks for posting.

[Rich_cb]

If you’ve got the room
If you’ve got the room outside your house get a parcel box.

Saved me so much grief.

Back on topic I’ve found Hermes to be pretty good but DHL and DPD are much better, Yodel on the other hand are a bunch of cowboys.

[fukawitribe]

DPD and RoyalMail are pretty

DPD and RoyalMail are pretty much always near the top, and Yodel near the bottom..

https://tamebay.com/2019/01/who-is-your-favourite-uk-courier.html

https://www.which.co.uk/reviews/best-and-worst-shops/article/best-and-worst-delivery-companies

https://www.moneysavingexpert.com/news/2017/01/yodel-tops-list-of-worst-parcel-delivery-firms-again/

..myHermes are consistently down the list but, as I said, i’ve personally had no bother with them over the years and they used to be significantly cheaper than RM and ParcelForce – who basically fleeced everybody for years. YMMV completely. I’ve had really good experience with ParcelForce apart from randomly appearing ‘Missed you’ leaflets when i’ve been in (same as every carrier tbh). Know about TNT, UPS and to a lesser extent Yodel from the inside via direct and indirect experience over the years – generally wouldn’t touch any of them, but that might also be because i’ve seen how the sausage is made I guess…

[Yorky-M]

LOVE DHL, live tracking works

LOVE DHL, live tracking works. Royal mail great too.The Hermes delivery drivers I chat to, can have 150 items on their van and are allocated 3-6 mins a parcel. OK if you live on an estate but image what traffic and long driveways do to them. Find a supplier who uses a company that can find your house  in the past, Make the address clear and stick with them.

[fixation80]

Thanks for the reply, I too

Thanks for the reply, I too am beginning to doubt the honesty of Hermes. One option on the so called Help, section is to redirect the parcel to a neighbour. I the present lockdown would you be happy to direct a possibly infected parcel to a good neighbour? No, neither would I. They do offer various high premium phone numbers, thanks for the response.

[fixation80]

Thanks for the reply, cheers.

Thanks for the reply, cheers.

[Author]

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