How do I get out of this endless loop where ebay says contact myHermes and myHermes says contact ebay. Essentially I didn't receive an item but myHermes say they have delivered it but will not provide evidence and simply ask me to contact ebay.
Reference: 170824-******
Parcel ID: 56106847700******
Subject: 56106847700*****
You recently requested our assistance through the online support pages. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for raising this with us. To access your question from our support site,*******
Response By E-mail (Sunny) (30/08/2017 11.43 AM)
Dear Gary ****,
Thank you for emailing us at myHermes.
I am sorry you have not received the parcel.
In order to provide proof of the delivery, please contact your ebay and inform them of your query so that they can contact the appropriate team at Hermes and initiate an investigation on your behalf.
Should you require any further assistance, please do not hesitate to contact us.
Regards,
Sunny Sethi
Customer Service Advisor
myHermes Support
Customer By CSS E-mail (Gary *****) (28/08/2017 12.31 PM)
Hi MyHermes,
Please can you provide the details of proof of delivery as requested in my original request. I have checked your online tracking also and it says that you have delivered the parcel but you have not provided any proof of that and I do not have the parcel and me nor my family have signed for it.
Your system says that the parcel has been signed for.
Please tell me who signed for the parcel and provide proof that it was delivered to the correct address.
Please do not mark the case resolved without first resolving it.
Please, please tell me who you delivered the parcel to and show me the signature so that I and you can work out what has happened.
Thank you.
Gary
Please call me or escalate this case if you do not understand my request.
******
Response By E-mail (Nitin Dhumal) (25/08/2017 05.30 PM)
Dear Gary ******,
Thank you for emailing us at myHermes.
I am sorry for the delay in response regarding the delivery.
I have checked the tracking and can see that the parcel is delivered on 31/05/2017 at 14:02 to the customer.
With the details provided by you I can confirm this parcel is from retailer.
At myHermes, we deal exclusively with parcels booked directly through our website, www.myhermes.co.uk, parcels sent from private individuals to other private individuals (Consumer-to-Consumer or C2C). If you have ordered goods or services through retailer, which my systems are telling me you have, then you must contact them directly and their own customer services team will deal with this enquiry themselves.
I apologise for any inconvenience this may have caused.
Regards,
Nitin Dhumal
Customer Service Advisor
myHermes Support
Customer By CSS Web (Gary Hallam) (24/08/2017 09.05 PM)
Please provide proof of delivery address and signature for the above item. The item has not been received.
You telephone representatives were unable to help and suggested resolving through ebay. Ebay have stated that they cannot help and to contact you. Your VRU provides a circular automated system with no access to an agent. Please help.
Thank you.
Gary ********
You telephone representatives were unable to help and suggested resolving through ebay. Ebay have stated that they cannot help and to contact you. Your VRU provides a circular automated system with no access to an agent. Please help.
Thank you.
Gary ********
This e-mail (which includes any files/attachments transmitted with it) is confidential. It is intended solely for the use of the individual to whom it is addressed. Any views presented are solely those of the author and do not necessarily represent those of Hermes.
Hermes Parcelnet Ltd
Capitol House
1 Capitol Close
Morley
LS27 0WH
Registered in England and Wales company number 3900782
VAT registration number GB. 5571452 37
