Problems with Hermes UK

[salemsparkler]

So, long story short - I shipped a parcel and the tracking has not been updated since the 6th (this month).
Dropped off at the parcel locker.

I have tried via webchat - and they put me on hold -  and their help/support system to find out about my parcel, but there is no reply.
I will try the webchat again later, but they only put me on hold saying someone will contact me via email within 48 hrs (and no one will reply again).

Did anyone else have trouble with them before?
And how do I file a claim with them?

Any help greatly appreciated.

(and yes, I know people are dealing with them all the time and most of it is fine - it is just my parcel seems to be lost and that is not fine, nor the fact they are trying to ignore me).

[Archer]

Is it MyHermes sparkler???

[salemsparkler]

yes, Archer. sorry. myhermes.

(I always muddle them up as they are only Hermes on the continent ;-))

[shimmlight]

They do seem to be a bit unreliable. I've got a parcel still saying it's awaiting collection although the buyer received it over a month ago. Are you certain the person at the other end hasn't received it?

[salemsparkler]

I know the person and have contacted him via FB just to make sure and the pony hasn't arrived yet unfortunately.

[shimmlight]

Ah okay then. I do believe there's a form to contact them by. Used to be a phone number but I can't seem to find it anywhere on the site anymore.

[Ringlets]

I've never used them myself so I'll have to have a look at their website to see about how to help you. Whats with all the issues with even tracked parcels not updating and going MIA these days? *sigh*  
I know sometimes they are slow updating though, and slow delivering sometimes too... people have sent stuff to me using them . Maybe they just haven't updated the info yet, but then someone should still be able to give you that info over the phone and see where your parcel is.....

[Juliepants]

I've only ever been on the receiving end, but I wasn't impressed, sorry! They kept putting on the website that they'd tried to deliver my parcel but I knew they hadn't because I was in the whole time! This happened three times!

Anyway, hope you get it sorted with them.

Jules x

[gemgemrosettes]

I've used them a lot and only had one parcel go missing (somewhere out there is a beautiful Bow Tie ).
I had to contact them via a web chat and they emailed me back. The tracking basically stopped after being shown as received at sorting hub. I had to wait a day or two whilst they contacted the warehouse. They then emailed to say they couldn't find it and gave me the link to open a claim. 
They said not to refund my buyer until they had given me a refund but I went ahead anyway as my buyer had waited over 2 weeks already.
I had to then email a copy of the PayPal transaction and then they quite promptly sent me a refund for the total amount the buyer had paid and refunded me the cost if sending the parcel. So they were fairly efficient if a little unsympathetic.

[salemsparkler]

I have tried the web chat  and they put me on hold - I might try that again and ask straight away for the claims form then...
I'll put it on my to do list for tomorrow ;-)
Thanks everyone!

[Archer]

Rant about it on twitter sparkler. A while back i was waiting for a parcel, got told it was with a courier awaiting delivery on a monday night. By thursday morning it should have been with me but still wasn't and the best way to contact them was on twitter. Very eager to look like they're helping on there ^_~ That said they didn't do anything. The parcel was on rush delivery but still sat with their courier for four days. I even asked if they could ring the courier and see whether they could deliver it asap but that met with a brick wall. Not the best

[Bubbles1983]

I had a couple of bad experiences with receiving stuff sent via MyHermes although it was a couple of years ago. To the point that I no longer buy anything that will be delivered by them - too much hassle.

[salemsparkler]

ha ha, dont blame you.

they have admitted now that they have lost it and sent me the link to their claims form...
we'll see where I get with that.