MyHermes can **** my *****! I want my stuff back!

edited November 2011 in Chit chat
I am royally p****d at this, and i'll apologise in advance for ranting...
Please wait for an operator to respond.
You are now chatting with 'CraigM'
CraigM: Welcome to Parcel2go.com online. How may I help you today?
Simon: Hi. I spoke to somebody a short while ago who was going to look into a parcel that seems to be lost. It was delivered to an outbuilding in an office complex, one that seemingly doesn't exist. can you tell me if the parcel was signed for?
Simon: the tracking id is: P2G7287241
CraigM: I'll just look into this for you now Simon
Simon: ok thanks
CraigM: No problem
CraigM: I can see that this is already under enquiry and the proof of delivery has been requested, so we will send this out to you as soon as possible Simon
Simon: has it been signed for though?
CraigM: Since it was delivered to an outbuilding, I am unfortunately assuming not Simon, however, the driver will be questioned about this
Simon: ah ok then. the buyer is obviously annoyed that he hasn't got the item, i'm not happy about it either - the claim will only cover 1/3rd of the cost of the item too, so all in all it's a fairly substantial loss. ideally recovering the package would be great.
CraigM: I am very sorry about this Simon!
CraigM: We will let you know when we have any updates
Simon: ok that's great. thanks for your help.

And, consequent emails...
Me! wrote:
Hi. I've just issued a claim for a parcel that was supposed to have been delivered, but hasn't been recieved yet. The claim was approved, but the claim only entitles me to ?22.56, when the value of the item was ?64.99 - the item wasn't signed for, and supposedly was just 'dropped off' at an outbuilding with a signature. Obviously i'm very unhappy about this, and since i'm going to have to issue the buyer with a full refund for this item, I was wondering if anybody had contacted the driver who delivered the item, or how I go about claiming the full amount, since paying for the delivery service partly relies on a signature being taken at the other end to prove the parcel has reached its destination.

It may not seem like the value is very high, but the contents are very difficult to replace - I can't offer the buyer an alternative, hence the refund, and i've lost a machine along with the other contents of the parcel. The ?22.56 compensation i'm being offered seems ridiculous when the item was lost through no fault of my own, or indeed the person who the item was being delivered to.

During contact with the buyer (who works in an office building, with a security gate and reception) he stated that he'd checked the P2G tracking number i'd passed to him, and checked the time that the parcel was 'delivered' to see if security camera footage noted any delivery drivers at that time, and apparently there was only one delivery that afternoon, from an 'Arnold Clark' van that was for somebody else.

In short, if it's possible, please either locate the parcel and deliver it to the correct address or return it to me, or please reimburse me with the ?64.99 loss i've incurred because of an error by one of your drivers.

Regards

Simon

P2G wrote:
Good Evening

Thank you for your email

I do apologise for the inconvenience caused here

I am afraid the reason that you have only been offered ?22.56 on this ocassion is due to no additional cover being taken out at the time of purchase

Once again please accept my apologies
Me! Again! wrote:
Hi

I would like to start by saying that before this matter, i've been very satisfied with the service you and the courier companies on your website have provided. Items i've entrusted to you before this unfortunate incident have always arrived intact and in good time.

However, i'm not satisfied about receiving a third of the value of the items lost. The additional cover from what I can gather wouldn't have covered the full worth of the item anyway.

Also, this seems to contradict at least two of your own terms and conditions.

2.1 We will carry out the Service(s) for you whilst this Agreement is in force, in return for the payment by you to us of the price set out in the Service Order and in accordance with the terms of this Agreement.

2.3 We warrant that the Service(s) will be provided using reasonable care and skill.

6.4 We shall only be liable for damage or loss caused to you if it is caused by our negligence, breach of duty or other wrongful act or omission, and only subject to the limitations set out within this clause 6 and clause 7;

Quite simply, you haven't carried out the service that was paid for.
The reasonable care and skill shown here has resulted in one of your drivers letting my items go without getting the required signature. If a signature was taken as it should have been, then the item would be recoverable and I wouldn't have been out of pocket. Make no mistake, it isn't the money but the items that have gone missing are the issue here. Your company was entrusted to deliver the package to it's correct destination and take a signature on delivery. Both of these seemingly have not been done. The crux of this is that the item was not signed for, and somebody has to be held accountable, and it's unreasonable to assume that i'm happy about a) having to refund the buyer of these goods, and b) being over ?40 out of pocket due to an error on somebody elses part.

I'd like to know who IS liable for this loss so I can contact the relevant authorities and bring this matter to a close. The items are missing, and the buck quite clearly stops with the driver who delivered the items, so I think it's reasonable for you to question the driver as to where the goods are.

I feel quite bad about having to say these things, and i'm not usually somebody who get's even remotely annoyed, and as i've said the quality of service your company usually provides is excellent, but at the end of the day this problem arose because of an error by one of your drivers and i'd simply like to know where my items are, and when I can have them returned to either myself or the original buyer.

Regards

Simon

Is this fruitless or am I right in being this way with a usually reliable company?
Post edited by TechnicianSi on
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Comments

  • edited November 2011
    in a few years i can imagine a TNT van driving up the road with parcels tmubling out the back waiting for the relavent people to pick them out of the street.

    although ive actually met a few delivery guys at work, who will actually get fined if they dont get a signature
  • edited November 2011
    Can't say I've ever used myHermes before so no idea what their service is normally like. Do they actually deliver stuff themselves or do they do the increasingly popular option of subcontracting cheaper parcels out to HDNL? If it's HDNL, I wouldn't be surprised if it's sat in a bush somewhere and the driver signed for the package, tbh.

    They should at a very minimum be able to provide some proof that it was signed for and by whom, at which point your customer might be able to track it down. It's a pretty shoddy service though, although I'm not sure you'd get any better from anyone else these days either.
  • edited November 2011
    Just an idea but my hermes seem to use freelance owner drivers and they don't always use vans the lady that delivers for hermes in my area uses a ridiculously small car! Just thought yer man could re check his security vid.
  • edited November 2011
    They've stated that it's 'unlikely' it was signed for, so its their error. I think my next email will ask for the drivers name so I can issue legal proceedings.

    I know its only ?65 but christ do they really expect people to be happy with their incompetance...

    1980-20... Security footage showed one delivery, a van, nothing else dropped anything off... but i've had MyHermes drivers show up with their kids and have the bloody kids holding the small parcels...
  • edited November 2011
    Maybe I remember this incorrectly but I think someone told me the electronic signature tablet thingy records the location (probably because it's got a GPS?) ... but don't remember if that's FedEx or UPS but if the technology exists one would think it would be available o'er in Youroope too.

    So ask who signed, and where (addresse) then also ask if it's got GPS co-ords.

    EDIT: ok, the last two comments came while I was writing the above. If it's a small business mom'n'pop delivery lorry then it's doubtful they have a specialised sig tablet ??? Maybe it's just a sticky note ... :razz:
  • edited November 2011
    ZnorXman that wouldn't surprise me one bit :lol:
  • edited November 2011
    ZnorXman that wouldn't surprise me one bit :lol:

    When I worked it HMV is was my job to sign goods in and out of the stockroom. Most drivers were fine. Well, apart from one whe always insisted on bringing his deliverys through the shop floor instead of around the back. All 30 or 40 boxes. And the Parcelforce bloke always delivered stuff all smashed up.

    But, the Lynx delivery bloke was contracted to come twiceta day. Once to drop off in the mornings and again in the afternoon to pick up returns. He'd quite often not turn up in the afternoons and I discovered after a couple of months that he was forging my signature on his paperwork. He couldn't seem to understand why I was pissed off about that and that I put in a complaint about him. All he got was a warning :-(
  • edited November 2011
    They've stated that it's 'unlikely' it was signed for, so its their error. I think my next email will ask for the drivers name so I can issue legal proceedings.
    You don't need the Driver's name to issue legal proceedings. Your contract was (presumably) with the courier, not the driver. If you paid for a signed-for/proof-of-delivery service and they can't provide any evidence of a signature/proof-of-delivery than they have not fulfilled their contract and if you take them to a small claims court you will win recovery of the full amount plus any costs incurred.
  • edited November 2011
    ccowley wrote: »
    You don't need the Driver's name to issue legal proceedings. Your contract was (presumably) with the courier, not the driver. If you paid for a signed-for/proof-of-delivery service and they can't provide any evidence of a signature/proof-of-delivery than they have not fulfilled their contract and if you take them to a small claims court you will win recovery of the full amount plus any costs incurred.

    Thanks ccowley man, nice to know this isn't a pointless endeavour. This is what i'll do if they can't sort this issue then...
  • edited November 2011
    Is this fruitless or am I right in being this way with a usually reliable company?
    They didn't do what you paid for - get your money back. Loss is their fault - get compensation.

    I've seen similar things myself. Once a delivery truck drove up to the house, and I watched out of curiosity. Guy sits in the front, fills in some form, steps out of the van, slips form in mailbox, and off he goes. I check mailbox, form says: "didn't find you @ home, see below for when parcel will be offered again". In other words, delivery guy didn't even get out to see if anyone was home, just wrote the note & onto next address... :-x

    Another time sent a digital camera in for repair, never got it back (repair shop received it fine). Supposedly the thing was signed for on delivery, later got an e-mail with picture of autograph, regardless: never found out whose autograph it was, and camera was never seen again. Didn't bother @ the time due to the low value (repair was free, due to a production fault), but still very annoying to know repaired camera was nicked by person(s) unknown...
  • edited November 2011
    This is what i'll do if they can't sort this issue then...
    I'm sure, if they've got half a clue, they'll realise that you're completely in the right and they'll lose any small claims case, but if you do need to go to a small claims court then they have advisers who will help you fill in the forms and all that. Keep any e-mails you send or receive from them and the time&date and the outcome of any phonecalls.

    Sounds to me like they're chancing their arm, and hoping you'll just forget about it. The f**kers!
  • edited November 2011
    ccowley wrote: »
    ....take them to a small claims court you will win recovery of the full amount plus any costs incurred.
    If so then there should be written jurisdiction available, which could be checked.
  • fogfog
    edited November 2011
    roko , threatening them with smalls claims court and a nice written letter stating they have 2 weeks to fix it before you take legal recourse normally works ;) (good ol' consumer direct :p)

    don't worry si I'll post you a scrabble to cheer you up :lol:
  • edited November 2011
    fog wrote: »
    roko , threatening them with smalls claims court and a nice written letter stating they have 2 weeks to fix it before you take legal recourse normally works ;) (good ol' consumer direct :p)

    don't worry si I'll post you a scrabble to cheer you up :lol:

    Cheers mate, M-A-C would've tipped me over the edge :p
  • edited November 2011
    Having worked as a delivery driver, I've seen first-hand how some peoples' attitude to the job differs to others. In my case, I would only leave a parcel without a signature if I was 100% sure that nothing would happen to it and I would put it out of sight somewhere and post a card detailing its location. However, some others just couldn't give a crap.

    Our UPS guy is a prime example. I've had a few things for work delivered to my home address. The guy always comes when I'm out at work and instead of leaving a card for pick-up or re-delivery, he invariably leaves the item on the back steps, in full view of the back lane. Then he leaves a card and forges a signature on his machine. (I've looked up the tracking number on the package and seen it). I've had stuff stolen out of my back garden before, (not parcels (yet) but random items) so I dread whenever anyone says it's going to be sent by UPS as I know I'll get this divot leaving it wherever the frig he likes.

    We got my Son's UK passport from the UK's North American Passport Office in Washington DC. I had to pay for UPS shipping for the sake of their "Safety and Security". When it came, I found a frigging huge jiffy bag hanging out of our mailbox for all the world to see. Very bloody 'safe and secure' that was. I wish they had sent it by return of post - at least our postman returns unsigned-for items to the post office and cards you properly. I wonder how many packages have been lost thanks to this guy.
  • edited November 2011
    And the Parcelforce bloke always delivered stuff all smashed up.

    Years ago I dealt with ParcelFarce. They were always smashing parcels - broken printers and monitors mainly. We switched to Group 4 who cost more, but were so much better. Good to know ParcelFarce haven't changed any.
  • edited November 2011
    I got this email this morning.
    P2G wrote:
    Good Morning

    Thank you for your email

    I do apologise for the inconvenience caused here

    The courier have advised the following

    ''There is no signature for this consignment as the courier left the parcel in the bin cupboard on the top shelf where he always leaves the customers parcels''

    Once again please accept my apologies

    No offer of a FULL refund, just another pointless apology.

    And, my reply...
    Me! wrote:
    They left the parcel in a bin cupboard!?

    That is completely unacceptable, and I think i'm going to have to take this to the small claims court to recoup my ?64.99 loss which was caused, by your own admittance, by gross negligence and a blatant breach of own your terms and conditions.

    Regards

    Simon
  • edited November 2011
    Its good they replied with that answer as i think you've now got a win win situation at a small claims court. They didnt live up to what they promised and basically 'left it there'. For all you know the driver could have just nabbed it as theres no proof he left it anywhere.

    Let us know how it goes, hope you do pursue it and get your money back
  • edited November 2011
    psj3809 wrote: »
    Its good they replied with that answer as i think you've now got a win win situation at a small claims court. They didnt live up to what they promised and basically 'left it there'. For all you know the driver could have just nabbed it as theres no proof he left it anywhere.

    Let us know how it goes, hope you do pursue it and get your money back

    They have indeed shot themselves in the foot. To be honest I think they'll back down and give me the money rather than go to court and incur more losses, as they're obviously perfectly aware that this is their fault.
  • edited November 2011
    And here was me thinking of using myHermes...i think i'll shop around.
  • edited November 2011
    redballoon wrote: »
    And here was me thinking of using myHermes...i think i'll shop around.
    I'm going back to using CityLink. They might cost twice as much but i've never had an issue with them, and they always get a signature.
  • edited November 2011
    While we're on the subject of sending stuff whats the matter with Italy !? Always heard from some ebay friends about 'stay away from sending stuff there'. What happens, sold a computer a few months ago to Italy, did it signed for/guaranteed/insurance etc, the full monty. Weeks and weeks went by, the buyer obviously unhappy, finally turns up thank god. Was quite pricey (300 quid)

    How come Italy seems a nightmare to send to but i've never had issues with most other western european countries ?
  • edited November 2011
    psj3809 wrote: »
    While we're on the subject of sending stuff whats the matter with Italy !? Always heard from some ebay friends about 'stay away from sending stuff there'. What happens, sold a computer a few months ago to Italy, did it signed for/guaranteed/insurance etc, the full monty. Weeks and weeks went by, the buyer obviously unhappy, finally turns up thank god. Was quite pricey (300 quid)

    How come Italy seems a nightmare to send to but i've never had issues with most other western european countries ?

    I blame Mr. Grussu :wink:
  • edited November 2011
    psj3809 wrote: »
    How come Italy seems a nightmare to send to but i've never had issues with most other western european countries ?

    A lot of the stuff that goes missing when sent to Italy ended up being used in Berlusconi's Bunga Bunga parties in some way...
  • edited November 2011
    in the last week I've sent 3 parcels to italy...taking bets now, 1,2,3 or none go missing?
  • edited November 2011
    I got in trouble for my views on sending to Italy the other day.

    www.worldofspectrum.org/forums/showthread.php?t=36653

    agree there are issues regretfully...
  • edited November 2011
    I have had only 1 issue with myhermes over the past 9 months of using them and that was when i sent an Amiga 500 to someone and when they got it the case was damaged. The person did fixed it, but before he did he sent me photos and i went for a damage claim which i took around 3 weeks and i got my money back.

    The only other minor issue was they wouldn't take a Yamaha music keyboard as the guy said it was too big but it wasn't and i had my money back for that too.
  • edited November 2011
    Due to the way their organisation's structured, saying they offer a bad service is like saying taxi drivers offer a bad service or barbers do. It's entirely luck of the draw as to which links in the chain you get, and as there's little to no vetting sounds like you got a bad one.

    daresay I'll get a bad one too at some point - they get 50p a delivery or something so not like they feel much ownership or remorse when they offer a **** service.

    collect+ are another one. I've not had problems with them but many have.

    hope you get it sorted.
  • fogfog
    edited November 2011
    collect + though , you have to drop off at a shop etc? and they have to pick up from a shop? so not great in certain aspects.. the nearest "shop" to me is a 10 minute drive
  • edited November 2011
    xbomber wrote: »
    Due to the way their organisation's structured, saying they offer a bad service is like saying taxi drivers offer a bad service or barbers do. It's entirely luck of the draw as to which links in the chain you get, and as there's little to no vetting sounds like you got a bad one.

    Totally agree. With any company there'll be the odd bad moment, the problem is if people have that 'bad moment' they'll then slate the company, slate it to their friends/family/online etc. As they say, one bad experience could lead to a large loss in customers.

    I do think the name MyHermes is terrible though
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