this post was submitted on 29 Sep 2024
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I had that with a rather expensive parcel from Korea "delivered" by Hermes. They claimed it had been delivered to my post box - a small slit of an apartment building. There were skincare products inside and no way this would have fit in there.
Anyway, it was not there. I wanted to call them to ask about it and jfc it took me a labyrinth of automated answers in a chat bot to even get the number for customer service. Once I called them - same shenanigans. Robo answers, asking for the parcel number. It always ended with "it has been delivered to your post box. Thank you". Somehow, magically, I finally managed to talk to a person - after pressing a very specific combination of dials during the robo answers which I will never be able to reproduce - I explained them the situation, they said "uhum" (like a nod), started typing in silence, to then tell me "the parcel has been delivered to your post box" I am very glad this was a phone call because at that point I would have gotten violent.
I ended up asking the company I ordered from for help and they just resend the parcel. The missing parcel was never found and I hate hermes.
In most cases, there's no point contacting the transporter. They have no contract with you, so your opinion on their performance is fairly irrelevant. The one they have a deal with is the seller. So that's who you have to get information back to.
100%. Back then I didn't know that, I assumed contacting the delivery service was the logical step. Some googling then showed me that was wrong and I should have contacted the company right away. But that wasn't even a thing I thought about googling - it seemed like the feud was with me and Hermes only.
But everyone, take notes.
Oh yes, Hermes is one of the worst. I try to avoid them and rather pay an additional fee for a DHL delivery.
However, Hermes is good for deilveries from foreign countries. I once ordered a DVD and some clothes from Great Britain. Since they are not an EU member anymore (the order was around the time Brexit was executed), the delivery usually has to go through customs. With Hermes you can avoid that, because legally they are considered not to be a "classic" postal delivery entity (I don't now the exact term anymore), which exempts them of going through customs.
Recieving the parcel was an emotional rollercoaster, because I was not able to track its' whereabouts at some point. It was "lost" (ate least not traceable) for four weeks in France.
Something I wonder about - if the delivery guy is lazy or falsified the image, maybe it’s a JPEG with basic location information attached. If so, that could be a form of evidence against them, hopefully get someone fired.