Hermes Customer Service
Hi, most of the time while dispatching the order, AMAZON’s pre delivery BUY SHIPMENTS options are being chosen. and most of the time it is Hermes.
Now HERMES Has been failing to deliver the parcels and upon chasing their customer service is absolutely rubbish and staff really don’t know what they are talking about and just simply copying and pasting their typical replies.
Now I need to know how I can escalate this matter from Amazon as Amazon is showing only option mostly for Hermes and obviously they must be an agreement between Amazon and Hermes I think, for Amazon to promote Hermes delivery options.
Please support. or how can this be escalated further as I have had lot of Amazon’s Buyer as well complaining about them.
35 replies
Seller_7VbclcPFFRTnc
You can buy postage off amazon if you choose through your own courier
Seller_BS5lg2keRs2QO
As mentioned, by default i believe Buy Shipping is RM, Hermes and DPD. You can of course buy elsewhere provided you record it correctly so your VTR metric doesn’t suffer.
Seller_OAMS5mhDqjGKc
example of Yodel why i gave is:
Yodel and yodel direct are two different entities and delivery reference are different for both and amazon only have yodel option not yodel direct so i was advised to put under OTHER with details but still penalised.
Seller_FEO0des6cjAyK
i used hermes for a while nearly went out off business because of so many isuues, its impossible to get a problem resolved with them and even harder to speak to someone, i now rarely have a problem and it is sorted almost straight away, i would never recomend Hermes to anyone
Seller_TQeUX8mzezLkl
You need to use this link - https://client-webform.hermescloud.co.uk/client-webform#/ -
Myhermes as a courier is the cheapest option out there . Hope this helps .
Seller_6cTtlnoDUziQg
In the last 1 year, about 8 products have been lost and we have not received a return yet. Now I started to see this situation as a selling cost.
``Thank you for getting in touch with your enquiry regarding parcel T00TNA6409954405 and advising us that your recipient has not yet received it.
I am contacting you today to confirm that I have raised an investigation with the relevant team in order to provide you with an update as soon as possible.
I kindly ask that you allow me 48 hours to gather the required information. If I am successful in locating your parcel, I will have it on it’s way to your recipient without delay and your tracking information will be updated to reflect this so please keep a look out for further updates here.
If in the unlikely event that we are unable to provide further tracking information within this time frame, please get back in touch with us, by replying to this email, and we will endeavour to provide further information or guide you through any next steps.
I sincerely apologise for any inconvenience caused by this, I can appreciate this delay in delivery will undoubtedly be frustrating for both you and your recipient. Each parcel goes through several handling and transportation processes and on rare occasions, this may happen.
If you need anything in the meantime, please contact your Hermes Customer Service Team and we’ll be happy to help.
Kind regards,
Neelam
Hermes Customer Services``
Its been 3 months after he said we will reply back on 48 hours.
Seller_g1e23f4jYQlsT
Hermes is Rubbish…Rather we use Parcel2go, its brilliant.
{Moderator Edit (Jessica) referral link removed}
Seller_GqDMHIQf7BNbv
Amazon had sent notification previously that if you use hermes via buy shipping negative feedbacks and a to z claims will be protected against you but still when hermes lost or delivered to wrong address customers opened A to Z claims and amazon denied appeals as well.
Seller_3di7P6gi1JyqG
I used hermes previously, however I have had parcels turn up opened or damaged (2 or 3 on 60 shipped)
However now we’re getting away from peak I’m going back to rm as they’re reliable, quick, and customer service is fantastic imo. Shipped about 500 items with them for 0 lost 0 broken 0 damaged. They are slightly more expensive and don’t come with tracking, but buying through Amazon it keeps my vtr at 100%
Seller_OAMS5mhDqjGKc
Hi, can anyone put their suggestions if I am wrong on any point below as I have been penalised for LDR?
I escalated this below matter to Amazon! I am putting this to get more suggestions and understandings!
ISSUE RAISE TO AMAZON’S SELLER TEAM.
I also want to say, at Amazon seller team, most of the time Rules are being said or copied and pasted however there are occasions where there has not been clear understandings!
Firstly, this is very unfair and wrongdoing, to tell us what is wrong like information been given to me regarding Performance matrix affected LDR. This is not my fault and why should I be penalised on this?
Are we just focusing on computer automated generated numbers and measuring matrix or Exceptions are being made and understood as well why this has happened? and must be exempt in some situation as this one!
Now coming to main concern, over there at Amazon and here as a Seller our main job is to make sure customer get their parcels on time without any complaints with best customer service.
1-All parcels were booked well before their dispatch date and we followed the right compliance policy.
2-Upon reviewing recent WORST, FRUSTRATED AND DISGUSTED ever service(both on delivery of parcels and their customer service) of Hermes Couriers, I decided to change the courier service so customers get their parcels on time and nothing is lost during delivery and no disappointments But off course before I took this initiative I had asked for my protection, the consequences of LDR and it was confirmed, nothing will be impacted. THIS IS WRONG ON ME!
3- Also be noted, Initially, I paid less delivery charges to Hermes which was available on Amazon platform and obviously this was better for me with more profits however I did not care for MY PROFITS, I only cared for Customers to get their parcels on time and no losing of parcels, and PAID MORE to other Reliable Courier.
4- As soon I cancel the first shipment, within a minute I updated with new tracking number.
5- Also remember, 1st, 2nd and 3rd of January was holidays and no collection can be made anyway and on Amazon platform, we must adhere to shipment date anyways, which I did. There should have been some considerations of dispatching dates during these holidays.
6- I have long winded chasing 100 of emails to Hermes for already previously lost parcels and nothing is happening which is really time consuming and frustrating and intact, one of their ways of claiming loss to ask to fill “Denial letter” from Amazon customers through us as sellers, is totally unethical and concerning as I have already got few customers complaint about it that HERMES is not trusting the customer and accuse of something. You see I have been giving best customer service and you can review my messages to the customers, should you wish to review it. I have refunded the customers at my own cost but off course Hermes is responsible.
I still believe, I must not be penalised for LDR affected rate due to a fact of misguidance and as explained above.
Also, looking at bigger picture there is a problem from Hermes which is affecting Amazon customers. and their ways of dealing with issues.
