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Thread: Goods not received

  1. #1

    Goods not received

    I placed an order over a month ago with a trader who uses this site for a cleaning rod and other cleaning supplies. The rod didn't come when promised and after chasing it up was told it had been sent out by Hermes and it was for me to chase them. I said not, as that is for them to sort. I was promised the tracking details which never materialised despite another request. It was promised and never received. Another week or two passes and nothing.

    Contact dealership via email this time and ask for a refund. Refund promised "the next day" via Paypal (I paid by credit card but paypal is fine). No refund was given. Gave it a few more days and chased again, asking where the refund was, and that no refund had been received. Was told they had issues with couriers and to stop "threatening" them. I politely replied that demanding a refund for goods not received was not a threat and as they'd broken every promise to resolve the matter, I would try to get a refund via my credit card company who would take it up with them. As far as I am concerned, I'm out of pocket and they couldn't give a stuff whether I received the goods or not.

    This is the most apalling service I have ever received and it was received from a "respected" trade member of this forum. I am tempted to name and shame, but the dealer knows who he is, and I hope that he will do the decent thing before this goes back through the credit card company which is an unnecessary PITA for all involved. Needless to say, I will not be using this company ever again.

  2. #2
    I feel for you as it's not nice paying for goods that don't arrive but can you tell me the reason to this post please as it can't be a warning to people as you haven't said the firm !!
    Sorry just don't get the reason for posting
    Regards
    Jimmy
    Last edited by jimmy milnes; 16-11-2015 at 10:46.
    Next time you're walking down the street and see a homeless person go buy them a sandwich and a coffee, change of fate and it could be you one day !!!

    BUY BRITISH !!!!

  3. #3
    i think you should name them so others dont get the same problem

  4. #4
    Quote Originally Posted by MISSTYMOO View Post
    i think you should name them so others dont get the same problem

    +1

  5. #5
    I will happily share the identity of the company for anyone who wants to PM me. Just shocked to have been treated this way, and I guess wonder if I have any other recourse other than going through the card company?

  6. #6
    i use my hermes for delivery if they dont deliver within 4 working days they refund sender, by the way its not me


    greenshoots

  7. #7
    Quote Originally Posted by greenshoots View Post
    i use my hermes for delivery if they dont deliver within 4 working days they refund sender, by the way its not me


    greenshoots

    No they bloody don't!

    I have had the misfortune of seeing their ineptitude first hand!

    They argued that because I hadnt provided the signature for collection that they couldn't honour the insurance (which is bloody expensive and runs to 5% of value)
    I challenged them that having provided tracking info and details of where the chucker had allegedly delivered it that me proving they had received it into their system was futile as we both know they had it!

    Drivers only get paid for delivery, so they "deliver" all the time...might be someone else's garden, a garage, wheelie bin....
    Hence "Chuckers

    2 weeks to get my money back meanwhile I had already refunded the eBay buyer

    my current argument is over an understated weight.

    Now on this occasion they are on a sticky wicket as it was 100 AMax......very accurately weighed items!
    I have a box and packing materials weighed

    they claim 100 x 155gr (10.04gr) Amax in a small cardboard box and paper cover weighed 2kg.......interesting
    Laws of physics clearly don't operate in Hermes depots!


    They have so far lost three packets in the last 6 months, overcharged me for 2 and had numerous ones delivered late
    I won't be using them once this contract cycle is up

    shocking

  8. #8
    Quote Originally Posted by bewsher500 View Post
    No they bloody don't!

    I have had the misfortune of seeing their ineptitude first hand!

    They argued that because I hadnt provided the signature for collection that they couldn't honour the insurance (which is bloody expensive and runs to 5% of value)
    I challenged them that having provided tracking info and details of where the chucker had allegedly delivered it that me proving they had received it into their system was futile as we both know they had it!

    Drivers only get paid for delivery, so they "deliver" all the time...might be someone else's garden, a garage, wheelie bin....
    Hence "Chuckers

    2 weeks to get my money back meanwhile I had already refunded the eBay buyer

    my current argument is over an understated weight.

    Now on this occasion they are on a sticky wicket as it was 100 AMax......very accurately weighed items!
    I have a box and packing materials weighed

    they claim 100 x 155gr (10.04gr) Amax in a small cardboard box and paper cover weighed 2kg.......interesting
    Laws of physics clearly don't operate in Hermes depots!


    They have so far lost three packets in the last 6 months, overcharged me for 2 and had numerous ones delivered late
    I won't be using them once this contract cycle is up

    shocking
    Sadly, my past experience of Hermes has been the same. I run a small business and now use UPS. I wouldn't use Hermes to deliver a cold. UPS by contrast has never delivered late, never lost a package and never damaged a package. They are first class, or have been with me.

    However, my issue isn't with Hermes per-se, it's with the trader who basically takes the stance that once he's contracted a courier, it's out of his hands and is my risk. Not so. I had no say in what courier was used, and the contract is with him not his courier. I can't see what's so hard about pinging me a refund and sorting out a claim with the courier in his own time. It's what I'd do as I value my customers, unlike this chap.

  9. #9
    Quote Originally Posted by ChesterP View Post
    Sadly, my past experience of Hermes has been the same. I run a small business and now use UPS. I wouldn't use Hermes to deliver a cold. UPS by contrast has never delivered late, never lost a package and never damaged a package. They are first class, or have been with me.

    However, my issue isn't with Hermes per-se, it's with the trader who basically takes the stance that once he's contracted a courier, it's out of his hands and is my risk. Not so. I had no say in what courier was used, and the contract is with him not his courier. I can't see what's so hard about pinging me a refund and sorting out a claim with the courier in his own time. It's what I'd do as I value my customers, unlike this chap.

    As a recipient of parcels, my favourite is DPD. They have always delivered, their communication live website tracking service is 2nd to none, and they offer an excellent "leave it here please" function on their website.

  10. #10
    Quote Originally Posted by bewsher500 View Post
    No they bloody don't!

    I have had the misfortune of seeing their ineptitude first hand!

    They argued that because I hadnt provided the signature for collection that they couldn't honour the insurance (which is bloody expensive and runs to 5% of value)
    I challenged them that having provided tracking info and details of where the chucker had allegedly delivered it that me proving they had received it into their system was futile as we both know they had it!

    Drivers only get paid for delivery, so they "deliver" all the time...might be someone else's garden, a garage, wheelie bin....
    Hence "Chuckers

    2 weeks to get my money back meanwhile I had already refunded the eBay buyer

    my current argument is over an understated weight.

    Now on this occasion they are on a sticky wicket as it was 100 AMax......very accurately weighed items!
    I have a box and packing materials weighed

    they claim 100 x 155gr (10.04gr) Amax in a small cardboard box and paper cover weighed 2kg.......interesting
    Laws of physics clearly don't operate in Hermes depots!


    They have so far lost three packets in the last 6 months, overcharged me for 2 and had numerous ones delivered late
    I won't be using them once this contract cycle is up

    shocking
    I'll bet they are still sitting in a sorting bin in Newbridge....

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