appalling service from Evri/Hermes
Hermes notified a buyer of a book I'd dispatched with them that the book had been received it its Bolton warehouse but could not be found. They urged patience so he did not get in touch with me until a number of messages from them saying they are looking for the book. Finally they told him get ahold of me and request a refund. This, of course, is grossly unfair as both Hermes and Amazon had taken their cuts for facilitation and postage. I attempted from that point on to track the book or get a refund but this has launched me into a nightmare of circularity and no clarification or refund. I am happy to provide details (including Hermes' admission that they had received the book) but would ask that Amazon provide an alternative delivery service which takes responsibility for its errors.
appalling service from Evri/Hermes
Hermes notified a buyer of a book I'd dispatched with them that the book had been received it its Bolton warehouse but could not be found. They urged patience so he did not get in touch with me until a number of messages from them saying they are looking for the book. Finally they told him get ahold of me and request a refund. This, of course, is grossly unfair as both Hermes and Amazon had taken their cuts for facilitation and postage. I attempted from that point on to track the book or get a refund but this has launched me into a nightmare of circularity and no clarification or refund. I am happy to provide details (including Hermes' admission that they had received the book) but would ask that Amazon provide an alternative delivery service which takes responsibility for its errors.
5 replies
Seller_MT8rt0A2OpbCx
The customer contract is with you, not the courier, so it is correct that you refund your customer. You then need to chase the courier to recover your costs.
Unfortunately, with the vast volumes sent, parcels do get lost and Evri may be one of the worst. No-one is perfect.
Seller_ZVwYmP4h6VdwL
But Evri did clearly admit to the customer that they'd lost the package in their Bolton warehouse. Nonetheless, after an irritatingly extended number of conversations with their (AI) assistants there has been no move towards reimbursing anything, much less an apology. I will not be using them again for delivery
Seller_bO005DOooOthM
Don't even think about an apology. Courier business is a volume game, and EVRi, to be fair to them, has a robust albeit slow refund/credit process. Just log in to your client services website and use the web form to query the consignment. They will reply saying that they are looking for it, and then a few days later, you'll receive an email telling you that they can't find it, and that's when the claim starts. It takes 28 days, but they will refund you based on your insurance level. It is, however, all completely automated, so don't think anyone is actually looking for anything as they aren't. If it's gone, you will likely never see the consignment again. Very, very occasionally, it does get found, and if/when that happens, the consignment will be returned to you, but that could be weeks or months down the line.
Seller_IljBdhWypMNhx
OP bought the Evri label via Amazon, so that is indeed a nightmare as both parties will point to each other saying to claim off the other party.. etc etc..
buying through Amz to protect you from Late Deliery but if it gets lost, you will need to weigh up whether you time is worth the merry go round without the expected high and enjoyment that normally a fun fair ride will give you.
Christine_Amazon
Hello @Seller_ZVwYmP4h6VdwL
I am Christine from Amazon Forums.
I just came across your post and I would like to know if you can share the case ID with our Seller Support team.
If you have not contacted them yet, I would like to invite you to reach them at the link below.
Regards,
Christine 🌸
