MyHermes can **** my *****! I want my stuff back!
I am royally p****d at this, and i'll apologise in advance for ranting...
And, consequent emails...
Is this fruitless or am I right in being this way with a usually reliable company?
Live Chat with P2G Support wrote: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
Comments
although ive actually met a few delivery guys at work, who will actually get fined if they dont get a signature
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.
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...
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:
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 :-(
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...
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...
Sounds to me like they're chancing their arm, and hoping you'll just forget about it. The f**kers!
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
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.
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.
No offer of a FULL refund, just another pointless apology.
And, my reply...
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.
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:
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...
www.worldofspectrum.org/forums/showthread.php?t=36653
agree there are issues regretfully...
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.
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.
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