Muppetry Rules

By | June 9, 2018
This is my current communication to MyHerpes:
My parcel #************ has NOT been delivered to me. It is stating that it has been signed for and delivered, it was NOT signed for by myself, nor has it been delivered. I believe that the driver has signed for the parcel himself. There were NO calling cards left at any time throughout this entire shambolic process.

I have been chasing this up, wasting my time in MANY live assistant chats, only to be fobbed off again and again. The alleged attempted deliveries were NOT made to my address (one is stating it was made at the same time I was actually standing outside the front door!!!) The sender is unresponsive. I am beyond angry, frustrated and disgusted with the level of service I have received. I am actually considering taking this further and I am now taking legal advice to report fraud, as someone has clearly forged my signature; the driver has NOT taken due care to ensure that my parcel has arrived.

I require a telephone number so I can find out where my parcel is/has been delivered to please, because it wasn’t delivered to me.

I have a My Hermes account now, and you can trace and read ALL of the live chat’s I have had with your people via this email address: all EIGHT of them, and i still have not had a resolution. I have wasted SO much time (and money – I should have been working) on this.

ALL I want is for this to be sorted out and for me to have the goods which I have paid for.

So, there we go. I have EIGHT webchats, too:

#1

[05:25:30 PM]Hi, my name is Aishwarya Galinde. How may I help you?
[05:26:17 PM]Noel Taylor: Hiya! I was wondering about a parcel I’m due to recieve today. It’s saying it’s with the courier, but I still haven’t had it yet. I live in apartments and I’m worried that they won’t try the door!
[05:26:53 PM]Aishwarya Galinde: Hello Noel, Let me check the details for the delivery of your parcel.
[05:27:00 PM]Noel Taylor: thank you
[05:27:56 PM]Aishwarya Galinde: Thank you for your patience.
[05:28:05 PM]Noel Taylor: No worries!
[05:28:37 PM]Aishwarya Galinde: From the tracking I can see that the parcel will be dleivered by 6pm.
[05:30:03 PM]Noel Taylor: Ahh awesome. I wasn’t sure what time the deliveries stop!  I’ve had problems with other courier companies before, you see. Not you guys, though!
[05:31:26 PM]Aishwarya Galinde: I can understand your concern, however, I would request you to please allow until 6pm for your parcel to be dleivered.
[05:31:33 PM]Noel Taylor: I will dop. Many thanks
[05:32:23 PM]Aishwarya Galinde: You’re welcome, Is there anything else I may help you?\
[05:32:36 PM]Noel Taylor: not at the moment, thank you very much 🙂
[05:32:40 PM]Aishwarya Galinde: You’re welcome, Thank you for contacting us at myHermes and have a good day.
[05:32:43 PM]’Noel Taylor’ disconnected (‘Concluded by Agent’).

#2

[06:46:36 PM]Hi, my name is Sajad Sultan. How may I help you?
[06:47:09 PM]Noel Taylor: Hi! I was wondering if you could let me know an updated ETA for my parcel, please? I was told about 6pm
[06:48:04 PM]Sajad Sultan: Noel,please allow me 2 minutes to check the details.
[06:48:20 PM]Noel Taylor: Tank you! Sorry to bother you!
[06:50:04 PM]Sajad Sultan: You are welcome Noel.
[06:52:24 PM]Sajad Sultan: Thanks for the patience Noel.i checked with the details that the parcel is for out for delivery today and courier has updated a timeframe between 6:00pm -8:00 pm .I request you Noel  please wait till 8 pm for the parcel to be delivered.
[06:52:37 PM]Noel Taylor: ahh, ok. Thank you!!
[06:52:47 PM]Sajad Sultan: You’re welcome, is there anything else I can help you with?
[06:53:00 PM]Noel Taylor: Noo, that’s all, thanks!
[06:53:10 PM]Sajad Sultan: Thank you for contacting us at Hermes and have a wonderful evening.
[06:53:26 PM]Noel Taylor: you too! Thanks!
[06:53:57 PM]’Noel Taylor’ disconnected (‘Concluded by End-user’).

#3

[12:37:04 PM]Hi, my name is Rosy Menezes. How may I help you?
[12:37:14 PM]Noel Taylor: Hi,
[12:38:23 PM]Rosy Menezes: Hello Noel,
[12:39:00 PM]Noel Taylor: I’m enquiring about my delivery please. I looked at the tracking, it was due to be delivered yesterday, but it wasn’t. No attempt to deliver was made (I was in all evening and I was actually on chat with you guys twice). When I checked this morning, it said that there was a delivery attempt at 3am! This was obviously wrong – no card was left etc.
[12:39:29 PM]Noel Taylor: can you please confirm you have my correct address
[12:40:48 PM]Rosy Menezes: Noel, I’m sorry that there was not delivery attempt made, however it states that it was made.
[12:40:54 PM]Rosy Menezes: I will help you with this.
[12:41:03 PM]Rosy Menezes: please can you help me with the delivery address?
[12:41:11 PM]Noel Taylor: then whoever added that information was wrong
[12:41:54 PM]Noel Taylor: Yes, my address is Apartment 10, Island Lofts 1a Paget Road, CF62 5TQ
[12:43:21 PM]Rosy Menezes: Thank you for the details.
[12:43:33 PM]Rosy Menezes: I will quickly check and let you know.
[12:43:52 PM]Noel Taylor: thank you
[12:44:22 PM]Rosy Menezes: Your welcome.
[12:45:22 PM]Rosy Menezes: Thank you for your patience.
[12:45:59 PM]Rosy Menezes: As checked in tracking it shows that the parcel is with the courier and will be delivered to you between 13:00 – 15:00 today
[12:46:15 PM]Noel Taylor: this is what I was told TWICE yesterday
[12:46:36 PM]Noel Taylor: you can look back on the message logs for my enquiries
[12:46:47 PM]Noel Taylor: i presume my address is correct?
[12:47:40 PM]Rosy Menezes: I can understand your concern however the courier has rescheduled the delivery from 13:00-15:00
[12:47:52 PM]Rosy Menezes: Yes as I checked the address Is correct.
[12:48:31 PM]Noel Taylor: ok…Well, I left a message on the door to deliver the parcel to the local Spar shop next door to my apartments (the Spar ar fine with this)
[12:49:38 PM]Rosy Menezes: Noel, the courier will not follow or read the instructions that are written on note.
[12:50:07 PM]Rosy Menezes: I can send an email to the courier to deliver the parcel to local Spar shop.
[12:50:51 PM]Noel Taylor: Well, that’s ridiculous. I’m at work and won’t be in
[12:51:00 PM]Noel Taylor: PLease do.
[12:51:01 PM]Noel Taylor: The Spar on Paget Road
[12:51:21 PM]Rosy Menezes: Ok, I’ll send these details to the Service Provider’s scanner as soon as we finish this chat. We can’t confirm the Service Provider will receive the message before the attempt is made but we’ll make every effort to do this for you.
[12:51:30 PM]Noel Taylor: Thank you.
[12:51:35 PM]Rosy Menezes: Is there anything else I can help you with?
[12:52:15 PM]Noel Taylor: Can you also let them know that saying they attempted delivery and not actually attempting delivery is NOT good practise..and I’m pretty sure contravines your terms.
[12:52:59 PM]Rosy Menezes: Ok I will escalate this to the field manager and he will investigate this internally.
[12:53:19 PM]Noel Taylor: Thank yo
[12:53:38 PM]Rosy Menezes: You’re welcome, thank you for contacting us at Hermes and have a good day.
[12:53:44 PM]Noel Taylor: thnak you, you too.
[12:53:46 PM]’Noel Taylor’ disconnected (‘Concluded by End-user’).

#4

[05:48:06 PM]Hi, my name is Sneha Jape. How may I help you?
[05:48:30 PM]Noel Taylor: Hi, Ok, so this is the 4th chat I’ve had with you guys!
[05:49:50 PM]Noel Taylor: I would like know what’s going on with my parcel please. Apparently delivery was tried today (yesterday it wasn’t, even though I was in)  but there was no card left…I also asked for it to be delivered to teh Spar shop next door to me if I wasn’t in., Can you please confirm this?
[05:50:43 PM]Sneha Jape: I’ll help you with the delivery details of the parcel.
[05:51:30 PM]Noel Taylor: thank you. I left a note on my door to say to leave it at the Spar
[05:51:45 PM]Noel Taylor: As I said, nobody even attempted delivery yesterday
[05:52:29 PM]Sneha Jape: Upon checking the tracking I can see that courier will reattempt to deliver the parcel on 6/6/18. Tracking says that as service provider was not able to locate the address so they were  not able to deliver the parcel could you please confirm the delivery address.
[05:52:44 PM]Sneha Jape: Meanwhile can you confirm your delivery address
[05:52:43 PM]Noel Taylor: I confirmed it earlier today
[05:52:54 PM]Noel Taylor: The address details are correct
[05:53:10 PM]Noel Taylor: It is a door next to a shop called “The Beach Hut”
[05:53:18 PM]Noel Taylor: My address is:
[05:53:35 PM]Noel Taylor: Apartment 10 Island Lofts, 1a Paget Road, Barry, CF62 5TQ
[05:54:30 PM]Noel Taylor: I went through this with one of your colleagues earlier..they confirmed it is correct. They then said that they would ask for teh parcel to be left at tH Spar, because I will be at work in the day.
[05:56:39 PM]Sneha Jape: Thanks for the information.
[05:56:48 PM]Sneha Jape: Please bear with me while I check this for you.
[05:57:06 PM]Noel Taylor: ok
[05:58:01 PM]Sneha Jape: Thanks for your patience
[05:59:28 PM]Sneha Jape: Noel, I have check the details and found that the address is correct. I have forwarded he instruction to the courier to deliver your parcel as there is no issue with the address
[06:00:12 PM]Sneha Jape: I would request you to please allow longer for the tracking to be updated and parcel to be deliver
[06:00:59 PM]Noel Taylor: I’m tired of not knowing when I’m going to recieve my parcel
[06:01:41 PM]Noel Taylor: I’m NOT going to be at my flat tomorrow as I will be in work..will they deliver it to teh Spar, or not?
[06:01:48 PM]Sneha Jape: Noel as per the tracking service provider will make an attempt to deliver the parcel tomorrow.
[06:02:01 PM]Noel Taylor: but where?
[06:02:09 PM]Noel Taylor: I’m not going to be here
[06:02:21 PM]Sneha Jape: Could you provide the safe place or the neighbour address were parcel can be delivered
[06:02:27 PM]Noel Taylor: I JUST said
[06:02:32 PM]Noel Taylor: I said earlier..
[06:02:38 PM]Noel Taylor: I said a few lines back
[06:02:46 PM]Noel Taylor: The Spar shop two doros down
[06:02:50 PM]Noel Taylor: *doors
[06:03:10 PM]Noel Taylor: but they’re only open until 5pm
[06:04:06 PM]Sneha Jape: We can only deliver to the recipients address and not to a parcel shop as the parcelshops are only used for drop offs.
[06:04:36 PM]Noel Taylor: That’s the only place. They are neighbours to me. It’s not a parcelshop..it’s a convenience store who know me
[06:04:43 PM]Noel Taylor: I would like it delivered there, please
[06:04:59 PM]Noel Taylor: As I won’t be in..and to be honest, I don;t trust the driver to even attempt to look for my door
[06:05:56 PM]Noel Taylor: There IS no safe place..other than that. Unless the driver can get INTO my apartment block and leave it outside my door. But that depends if he can gain access to teh building
[06:06:27 PM]Noel Taylor: Can I get it redirected to another address up the road?
[06:06:49 PM]Sneha Jape: I’d love to make the changes for you but because the retailer has given us this address we can only change it if they contact us with the new one. So if you can let them know of the details, we’ll get it changed as soon as they let us know.
[06:07:08 PM]Noel Taylor: No.I’m sorry. That’s unacceptable
[06:07:23 PM]Noel Taylor: I should be able to change MY delivery address to someone I trust
[06:07:42 PM]Noel Taylor: can I redirect it to ANOTHER uk address
[06:08:03 PM]Noel Taylor: I have a friend who lives not far up the road. They would be able to take it in
[06:08:41 PM]Sneha Jape: Noel you cannot redirect it to another address. We’d love to get this out for you but because the retailer is the account holder, we can only take any changes or instructions from them. To get this resolved, it would be best for you to contact the retailer  and they’ll arrange this for you.
[06:09:00 PM]Noel Taylor: This is completely unacceptable.
[06:09:06 PM]Noel Taylor: OTHER companies will allow a redirect
[06:09:39 PM]Noel Taylor: this is taking up FAR too much of my damn time
[06:12:16 PM]Sneha Jape: Noel, I’ll forward the instructions to the service provider to deliver the parcel  outside your door. Could you provide us the access information to your apartment.
[06:12:35 PM]Noel Taylor: NO..don;t do that
[06:12:45 PM]Noel Taylor: the outside door leads onto the bloody street
[06:13:10 PM]Noel Taylor: And if that’s the case, I’d never get it because it WILL be stolen
[06:13:45 PM]Sneha Jape: we can contact them on your behalf by sending a message to their scanner, would you like me to do this?
[06:13:48 PM]Noel Taylor: There is no access information for the apartment, we use keyfobs, so unless there is someone here to let him in, he wont get in
[06:14:05 PM]Noel Taylor: I don’t use the passcode
[06:14:14 PM]Noel Taylor: so I don’t KNOW the passcode
[06:15:38 PM]Sneha Jape: I’ll instruct the service provider to deliver the parcel to the  Spar shop two doors down. We can’t confirm the Service Provider will receive the message before the attempt is made but we’ll make every effort to do this for you.
[06:15:57 PM]Noel Taylor: That’s what your colleague said…
[06:16:06 PM]Noel Taylor: then you said that you couldn;t do that
[06:16:15 PM]Noel Taylor: because it’s a shop…
[06:16:32 PM]Noel Taylor: Your colleague said that they emailed Hermes…
[06:16:43 PM]Noel Taylor: do you have access to teh logs from earlier chats/…?
[06:18:12 PM]Sneha Jape: Noel, they have email sent an email to the service provider.
[06:18:50 PM]Noel Taylor: so where is my parcel going to be delivered and when can I expect it please?
[06:19:52 PM]Sneha Jape: Noel , as per the tracking the parcel will be deliver by tomorrow. I’ll instruct the service provider to deliver the parcel to the  Spar shop two doors down. We can’t confirm the Service Provider will receive the message before the attempt is made but we’ll make every effort to do this for you. I would request you to please allow longer for the tracking to be updated and parcel to be deliver
[06:20:36 PM]Noel Taylor: UUGh..well, Be prepared for me to be contacting you tojorrow, because I have little faith that It’ll be delivered
[06:20:57 PM]Sneha Jape: Please be assured I will do everything I can to ensure that the parcel gets deliver by tomorrow.
[06:21:04 PM]Sneha Jape: I apologize for the inconvenience caused to you.
[06:21:10 PM]Sneha Jape: Is there anything else that I can help you with?
[06:21:47 PM]Noel Taylor: this is silly..I know it’s not your fault, but if the couriers drivers could read, or have common sense, then this wouldn;t have happened. Plus, I have had NO cards left for me to say, either
[06:21:53 PM]Noel Taylor: no, thank you
[06:22:00 PM]Sneha Jape: I’m so sorry the Service Provider hasn’t left a calling card, standard procedure is to leave a calling card at every delivery attempt and I’ll flag this with their Field Manager so it doesn’t happen again.
[06:22:08 PM]Sneha Jape: I agree that this is not a good one for us. I will note down your feedback and I assure you that we will definitely try to improve our services as we do not want to disappoint loyal customers like you.
[06:22:12 PM]Sneha Jape: Is there anything else that I can help you with?
[06:22:39 PM]Noel Taylor: thank you. Not today.
[06:22:43 PM]Sneha Jape: You’re welcome, thank you for contacting us at myHermes and have a good day.
[06:22:51 PM]’Noel Taylor’ disconnected (‘Concluded by Agent’).

#5

[12:45:10 PM]Hi, my name is Tamanna Badhan. How may I help you?
[12:45:32 PM]Noel Taylor: Hi. Right, I’m afraid I’m not a happy customer.
[12:45:43 PM]Noel Taylor: I need to know wher emy parcel is being delivered to, please.
[12:46:08 PM]Noel Taylor: Can you check that for me. I’ve been in and out of chats for the past 2 days trying to find out what’s happening with it.,
[12:46:36 PM]Tamanna Badhan: Sure, I will check that for you.
[12:46:41 PM]Tamanna Badhan: Can you confirm the recipients name and the delivery address along with the postcode?
[12:46:44 PM]Noel Taylor: There have been NO delivery attempts, NO cards left or anything..although the tracking details on the website is saying differently
[12:47:05 PM]Noel Taylor: The original address was Noel Taylor (me) and the postcode was CF62 5TQ…
[12:47:21 PM]Noel Taylor: I was told yesterday that it would be delivered to teh Spar next door if I wasn’t in..
[12:48:05 PM]Noel Taylor: do you have a telephone number for the depot it’s going from please? I want to speak with a manager at the depot directly.
[12:48:29 PM]Tamanna Badhan: I can arrange a call back for you in 24 hours however let me check this for you now.
[12:48:40 PM]Noel Taylor: please do.
[12:48:53 PM]Noel Taylor: Although it depends on the time, as I’ll be on work
[12:49:21 PM]Tamanna Badhan: Noel, I have checked the tracking and can see that the service provider wasn’t able to locate your address so Can you please provide some landmarks and your contact number so that I can pass it on to them?
[12:49:26 PM]Noel Taylor: this will be the third attempt at delivery today – even though no delivery attempot has ever been made
[12:49:43 PM]Noel Taylor: I did this TWICE yesterday
[12:50:09 PM]Noel Taylor: the service provider is talking out of their backsides, I’m afraid
[12:50:27 PM]Noel Taylor: i confirmed at least twice yesterday ANDS the day befopre
[12:50:43 PM]Noel Taylor: my number is 07737157687
[12:50:58 PM]Noel Taylor: NO delivery attempt was made at all.
[12:51:18 PM]Noel Taylor: Hermes have been to the apartments I live in before, other people have had no issues
[12:51:31 PM]Noel Taylor: I need to speak to the depot manager, please
[12:51:59 PM]Noel Taylor: I also need to see where the parcel is due to be delivered today
[12:52:03 PM]Tamanna Badhan: Okay, I will arrange a call back for you in 24 hours.
[12:52:03 PM]Noel Taylor: if at all
[12:52:30 PM]Tamanna Badhan: The parcel is out for redelivery today and so I was asking you for the landmarks ad this is the second attempt.
[12:52:57 PM]Noel Taylor: UUgh..but I confirmed yesterday and theg day before
[12:53:19 PM]Noel Taylor: The door to my appartment block is next to a shop called “The Beach Hut”…
[12:54:06 PM]Noel Taylor: if there is no answer, or the driver can’t get access, I want the parcel to be delivered to the SPAR convenience shop 2 doors down. IF they are closed, then the driver will need to call me diorectly
[12:54:50 PM]Tamanna Badhan: Sure, I will send these details to the Service Provider’s scanner as soon as we finish this chat. We can’t confirm the Service Provider will receive the message before the attempt is made but we’ll make every effort to do this for you.
[12:54:57 PM]Noel Taylor: I’m reslly not happy with how this has been dealt with
[12:55:15 PM]Noel Taylor: This is EXACTLY what I was told yesterdya
[12:55:23 PM]Noel Taylor: I need a telephone number now please
[12:56:27 PM]Noel Taylor: hello?
[12:56:51 PM]Noel Taylor: I would like the telephone number for th edepot please
[12:57:06 PM]Tamanna Badhan: I am sorry but there is no contact number for Depot.
[12:57:21 PM]Tamanna Badhan: Also, If you wish I can arrange a call back for you in 24 hours.
[12:57:20 PM]Noel Taylor: tyhen I need a number for somewone I can complain to about the servbice
[12:57:29 PM]Noel Taylor: YES..I just asked for that
[12:57:34 PM]Tamanna Badhan: I’m sorry about the service that you have received on this occasion and understand that you want to make a complaint.
“You can email us at myhermessupport@hermes-europe.co.uk

[12:57:44 PM]Noel Taylor: i need to speak with someone please
[12:57:57 PM]Tamanna Badhan: And I explained that I will arrange a call back for you.
[12:58:06 PM]Noel Taylor: so arrange a call back. This service from Hermes has been completely unacce[table
[12:58:33 PM]Noel Taylor: can you please email me transcripts from this and previous cgats
[12:58:42 PM]Noel Taylor: *chats
[12:59:13 PM]Noel Taylor: And could you confirm the address that my parcel is due to be delivered to?
[01:00:03 PM]Tamanna Badhan: Can you confirm the address where you are expecting this parcel so that I can confirm it to you?
[01:00:10 PM]Noel Taylor: oH ffs…
[01:00:20 PM]Noel Taylor: I have to go.. I’m, at work…
[01:00:32 PM]Tamanna Badhan: Is there anything else that I can help you with?
[01:00:40 PM]Noel Taylor: arrange a callback
[01:00:57 PM]Tamanna Badhan: Yes, I will.
[01:01:03 PM]Tamanna Badhan: Is there anything else that I can help you with?
[01:02:57 PM]’Noel Taylor’ is currently ‘Absent’.
Approximately 120 seconds until disconnect.
[01:03:05 PM]Tamanna Badhan: I’m sorry but I haven’t heard from you in a while so I’ll now be closing the chat but please don’t hesitate to contact us if you have any more queries. Thank you for contacting myHermes.
[01:03:07 PM]’Noel Taylor’ disconnected (‘Concluded by Agent’).

#6

[04:44:36 PM]Hi, my name is Divya Srivastava. How may I help you?
[04:45:45 PM]Noel Taylor: Hi..I am EXTREMELY P*** off with the service I’m getting regarding my delivery
[04:46:03 PM]Noel Taylor: I would like to speak to a manager at Hermes, please. Directly
[04:46:27 PM]Divya Srivastava: I’m sorry you are not happy with the service you have received. Don’t worry,Noel Let’s see what we can do to make things right.
[04:46:50 PM]Divya Srivastava: Please allow me a chance to assist you Noel. I will try my best to assist you.
[04:47:20 PM]Noel Taylor: Unfortunately, I trhink I’m going to get the same repose as I have done the last 5 times I contacted this service
[04:48:19 PM]Divya Srivastava: Alright, let me check the last chat for you.
[04:49:18 PM]Noel Taylor: I have just seen a “delivery attempt” has beenmade for my parcel..yet again. This is a blatant lie (as all of teh otehr times have been) as I was OUTSIDE my flat at exatly the same time they attempted delivery. Nobody came to the door. No calling card has been left at ANY time
[04:49:40 PM]Divya Srivastava: Noel, I see that the previous agent has escalated the issue and arranged the callback for you within 24 hours and I would requests you to please allow us time to contact you.
[04:49:54 PM]Divya Srivastava: I’m so sorry the Service Provider hasn’t left a calling card, standard procedure is to leave a calling card at every delivery attempt and I’ll flag this with their Field Manager so it doesn’t happen again.
[04:50:16 PM]Noel Taylor: That’s all good and well, but in teh meantime, I looked at the tracking information and..well..see what I just wrote above
[04:50:51 PM]Noel Taylor: I know this..that’s EXACTLY what your colleague told me two days ago. EVERY time I speak to someone, I get the same answer. I need to speak to a manager right now, please
[04:51:41 PM]Noel Taylor: I shall be writing to the ombardsman and seeking legal advice if I cannot speak to someone
[04:52:48 PM]Divya Srivastava: I am so sorry but we have already escalated your concern with the relevant team to arrange the callback as you want to take to someone.
[04:53:25 PM]Noel Taylor: I need to find out where my parcel is. I have had a fake delivery attempt AGAIN today
[04:53:31 PM]Noel Taylor: this is an absolute joke
[04:54:54 PM]Divya Srivastava: The parcel is with the courier and they attempted the delivery today at 16:32, however the delivery attempt failed as they could not locate the delivery address.
[04:55:17 PM]Divya Srivastava: To raise your complaint we have already escalated this issue to the relevant department and they will get back to you within next 24 hours, and we have already sent a message to the courier with the landmark to locate the delivery address.
[04:55:21 PM]Noel Taylor: They didn’t
[04:55:25 PM]Noel Taylor: They’re lying
[04:55:33 PM]Noel Taylor: I TOLD you..I was outside the door at that time
[04:56:39 PM]Noel Taylor: “Couldn;t locate the address” ..the driver is either blind or stupid. They’ve “been” here 3 times..there’s even a Hermes calling card that was left for a different resident a couple of weeks ago, so they KNOW where the address is
[04:57:45 PM]Divya Srivastava: I understand your concern Noel and I understand this parcel is very important to you and you need it urgently. Please be assured I will do everything I can to ensure that this issue gets resolved as soon as possible.
[04:58:35 PM]Noel Taylor: This is not helping me
[04:59:05 PM]Divya Srivastava: Noel, we have made the call to the courier previously.
[04:59:40 PM]Noel Taylor: Look, I KNOW you guys aren’t ACTUALLY Hermes, and that you are just an outsourced centre trying to deal with things, but that doesn;t help me when I’m trying to contact someone who can actually help. I realise thewre is only so much you can do from there. Which is why I need teh number for the Cardiff depot, or wherever my parcel is going from
[05:00:36 PM]Divya Srivastava: I am sorry but we would request you to please allow us some time to contact you as we have arranged the callback for you.
[05:01:10 PM]Noel Taylor: I had a number call earlier, but it left no message, which number should I look out for?
[05:01:17 PM]Divya Srivastava: We understand how you feel, we’re very sorry. We’re going to take care of this for you right nowNoel .
We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our managerial team
[05:01:51 PM]Noel Taylor: ALL I need to do is rearrange a delivery to another address..THAT will solve ALL of this problems.
[05:02:13 PM]Noel Taylor: I have a friend up the road from me who will happily accept teh parcel while I’m at work
[05:02:20 PM]Divya Srivastava: Alright, I’d love to make the changes for you but because the retailer has given us this address we can only change it if they contact us with the new one. So if you can let them know of the details, we’ll get it changed as soon as they let us know.
[05:02:43 PM]Divya Srivastava: Please contact the retailer as soon as possible to update the delivery address for your parcel.
[05:02:44 PM]Noel Taylor: OH FFS..you’re just copy and pasting what the others have said now!
[05:02:50 PM]Noel Taylor: I’ve already |DONE that
[05:04:18 PM]Divya Srivastava: alright, as you have already been aware of the process so we will update the delivery address once the retailer contacts us.
[05:04:41 PM]Divya Srivastava: Once the address is updated we will deliver the parcel as soon as possible.
[05:04:46 PM]Divya Srivastava: Please let me know if there’s anything else I can do for you, or if you have any doubts?
[05:05:06 PM]Noel Taylor: I..just don;t knwo what to say. This is a complete shambles.
[05:06:52 PM]Divya Srivastava: I am sorry for the inconviniences Is there anything else I can help you with?
[05:07:26 PM]Divya Srivastava: I’ll need to close this chat if I don’t receive a response.
[05:07:33 PM]Noel Taylor: I have one question
[05:08:29 PM]Noel Taylor: I am on the phone to the customer service ..it JUST told me that the parcel has been delivered but they couldn’t tell me where to
[05:08:31 PM]Divya Srivastava: sure, please go ahead.
[05:09:00 PM]Divya Srivastava: I am sorry as the parcel has not yet delivered as per our information.
[05:09:21 PM]Divya Srivastava: Please let me know if there’s anything else I can do for you, or if you have any doubts?
[05:09:25 PM]Noel Taylor: the automated response says it has been
[05:09:41 PM]Divya Srivastava: I am sorry but please ignore it.
[05:10:43 PM]Divya Srivastava: are you still there?
[05:10:57 PM]Noel Taylor: yes..i am
[05:11:24 PM]Noel Taylor: So What happens if I don’t get my phone call?
[05:11:35 PM]Divya Srivastava: You will receive the phone call surely.
[05:11:49 PM]Noel Taylor: Because to be honest, I’m already penning a letter of official complaint to send to the head office and omburdsman
[05:13:02 PM]Divya Srivastava: I’m sorry you are not happy with the service you have received Noel.
[05:13:18 PM]Divya Srivastava: Is there anything else I can help you with?
[05:13:37 PM]Noel Taylor: No, thank you
[05:13:52 PM]Divya Srivastava: You’re welcome, thank you for contacting us at myHermes. Please don’t hesitate to contact us again if you have any more queries,  and Have a wonderful evening!
[05:13:54 PM]’Noel Taylor’ disconnected (‘Concluded by Agent’).

#7

[12:11:37 PM]Hi, my name is Mohamed Adil Memon. How may I help you?
[12:12:23 PM]Noel Taylor: Hi, I just need to know the address my parcel is due to be delivered to today please? It should have been changed to 12 Clive Place, Barry, CF62 5XB
[12:14:18 PM]Mohamed Adil Memon: Sure, I’ll check this for you,Can you please confirm this is the  tracking number 9130881674063835?
[12:14:41 PM]Noel Taylor: yes
[12:15:27 PM]Mohamed Adil Memon: Thank you for confirming, Please allow me a minute as I’ll check this for you.
[12:15:58 PM]Noel Taylor: thanks
[12:17:39 PM]Mohamed Adil Memon: I am sorry but the address you provided above does not match with the address in our system.
[12:17:51 PM]Noel Taylor: oh for crying out louyd’
[12:18:03 PM]Noel Taylor: this is ridiculous.
[12:18:07 PM]Mohamed Adil Memon: In short it has not changes yet.
[12:18:35 PM]Noel Taylor: the sender has assured me that they have changed the address because your drivers are incompetent..
[12:18:55 PM]Noel Taylor: please have a look at my previous FIVE or so chats to see why I’m annoyed
[12:19:14 PM]Noel Taylor: also, I was promised a callback within 24 hours..this has NOTY hapened
[12:21:26 PM]Mohamed Adil Memon: I’d love to make the changes for you but because the retailer has given us this address we can only change it if they contact us with the new one. So if you can let them know of the details, we’ll get it changed as soon as they let us know.
[12:21:59 PM]Noel Taylor: I HAVE done..
[12:22:25 PM]Noel Taylor: I need that call back please. I am beyond angry with the RUBBISGH and pitiful service Hermes are giving
[12:24:38 PM]Mohamed Adil Memon: I have check the previous history and can see that the retailer has not contacted us back for the change of address, I’ll advice you to please contact the retailer .
[12:24:57 PM]Noel Taylor: i have done
[12:25:02 PM]Noel Taylor: morw than once
[12:25:16 PM]Noel Taylor: i need q number to speak to a hermes manager
[12:25:18 PM]Noel Taylor: now
[12:25:28 PM]Noel Taylor: i don
[12:26:13 PM]Noel Taylor: i don’t care what policies you have, i need to speak with someone who can actually help instead of respond from a script
[12:26:28 PM]Mohamed Adil Memon: I am sorry bit the retailer has not contacted us yet, Please inform the the retailer to contact us back to update the address.
[12:26:58 PM]Noel Taylor: I also need to have you email ALL of my previous chats, including this one to me at samuraibunni@gmail.com
[12:27:15 PM]Noel Taylor: Under freedom of information act., I would like the transcripts sent TODAY please.
[12:27:31 PM]Noel Taylor: because, quiote frankjly, this has gone on long enough’
[12:29:40 PM]Mohamed Adil Memon: Yes Noel I understand your frustration, but as the retailer not contacted us back we will be unable to change address.
[12:29:57 PM]Noel Taylor: are youactually reading my messages????
[12:30:23 PM]Noel Taylor: iYou do NOT understand my frustration at all…please stop patronisding me and give me a number to call.
[12:31:15 PM]Mohamed Adil Memon: You can contact us by calling 03303336556.
[12:31:31 PM]Noel Taylor: no. I want a landline number. That is automated
[12:31:51 PM]Noel Taylor: I want the depot number in S. Wales. The Vale of Glamorgan area please
[12:32:01 PM]Noel Taylor: NOT the standard number so you can fob me off
[12:32:10 PM]Noel Taylor: and I want the transcripts emailed, too..dfrom all of my cvhatsd
[12:33:48 PM]Mohamed Adil Memon: Can you please provide me your contact details, I’ll forward it to the escalation team and they will contact you back .
[12:35:19 PM]Mohamed Adil Memon: Noel, are you there?
[12:35:33 PM]Noel Taylor: read my last messages for gods sake
[12:35:44 PM]Noel Taylor: yes.
[12:35:50 PM]Noel Taylor: read.
[12:35:53 PM]Noel Taylor: my.
[12:35:59 PM]Noel Taylor: last.messages
[12:37:39 PM]Mohamed Adil Memon: I am sorry we are unable to send chat , I can give you the reference number of the chat which is 180607-007940
[12:38:26 PM]Mohamed Adil Memon: Is there anything else that I can help you with?
[12:39:01 PM]Mohamed Adil Memon: As you haven’t got back to me for a while, I’ll need to conclude this session in two minutes.
[12:40:05 PM]Noel Taylor: just bloody go. Looks like I’ll never ge my parcel from Hermes. You are the WORST service aever
[12:40:26 PM]’Noel Taylor’ disconnected (‘Concluded by End-user’).

#8

[05:54:53 PM]Hi, my name is Amaan Mirza. How may I help you?
[05:55:38 PM]Noel Taylor: Hi. I need to find out where my parcel has been delivered to. It says it was delivered and signed for my customer today at 12:26..but it wasn’t.
[05:55:48 PM]Noel Taylor: I was at work, no xcalling card was left.
[05:56:17 PM]Noel Taylor: I have NO idea where it is…can you confirm who signed for it, please and the address it was delivered to
[05:56:22 PM]Amaan Mirza: I am sorry the tracking says as the parcel has been delivered and signed for however you  haven’t received it as you were not in.I’m so sorry the Service Provider hasn’t left a calling card, standard procedure is to leave a calling card at every delivery attempt and I’ll flag this with their Field Manager so it doesn’t happen again.
[05:56:43 PM]Amaan Mirza: Can you provide the recipient’s name and the delivery address with the postcode please?
[05:57:15 PM]Noel Taylor: I have heard ALL of this before. I have sent details to you
[05:57:50 PM]Noel Taylor: I KNOW it’s standard prtactice (PLEASE read previous 6 chats..alleged attempted deliveries were supposed to have been madem but none were
[05:58:04 PM]Noel Taylor: The address is MINE
[05:58:28 PM]Noel Taylor: Noel Taylor, Apartment 10 Island Lofts, 1a Paget Road, CF62 5TQ
[05:58:35 PM]Noel Taylor: but WHERE is the parcel…
[05:58:45 PM]Amaan Mirza: What I will do is straight away call the courier and ask them where the parcel has been delivered.Will you please allow me a minute or two so that I can get in touch with them?
[05:58:54 PM]Noel Taylor: I’m beyond angry at the service I have recieved
[05:59:03 PM]Noel Taylor: yes please. Thank you
[05:59:37 PM]Amaan Mirza: You are welcome Noel .
[05:59:38 PM]Noel Taylor: See, that is already a better response than I have had before. Thank you
[05:59:54 PM]Amaan Mirza: Thanks Noel .
[06:00:44 PM]Amaan Mirza: Thanks for waiting.
[06:00:45 PM]Amaan Mirza: I have tried my best to get in touch with the courier twice however we were unable to get in touch with them as they are busy with the customers or driving their vehicle.I’m sorry to hear you haven’t received your parcel, although the Service Provider has scanned it as . We’d need to get this looked into for you so we’ll contact the Service Provider for more information. We’ll get an update back to you within 28 hours via email.
[06:01:32 PM]Noel Taylor: can you please try again? It’s urgent now. I have been told I was on a callback, and nobody bothered calling me bfore
[06:02:54 PM]Amaan Mirza: I am sorry that you haven’t received a callback.I am unable to call the courier again due to system limitations.I will escalate this issue to the relevant team and they will chase the parcel for you and get back to you via email with a resolution within 28 hours.
[06:03:58 PM]Noel Taylor: So once again I’m being fobbed off?
[06:04:08 PM]Noel Taylor: and it doesn;t look like I’ll ever get my parcel?
[06:05:19 PM]Amaan Mirza: I understand the urgency of this parcel Noel .If I was in your place i would have felt the same.I request you to please allow us further more time to look into this issue for you.
[06:06:19 PM]Amaan Mirza: I haven’t heard from you in a while, is there anything else that I can help you with?
[06:06:54 PM]Noel Taylor: SO what do I do now?
[06:07:48 PM]Amaan Mirza: I request you to please wait for an email from our relevant department.
[06:08:17 PM]Noel Taylor: I’m not going to recieve an email. I’m sorry, but I don;t believe I’ll get one
[06:09:00 PM]Amaan Mirza: I request you to please allow further time to look into the matter for you  Noel .
[06:09:44 PM]Noel Taylor: But I’ve waited almnost a week
[06:09:53 PM]Noel Taylor: and nobody has bothered getting in touch with me
[06:12:06 PM]Noel Taylor: ?
[06:12:30 PM]Amaan Mirza: I am sorry for delay in responding.
[06:13:01 PM]Amaan Mirza: I am sorry no one has got back to you Noel .
[06:13:49 PM]Noel Taylor: so yet again, I’m stuck with waitinig for nobody to contact me..and yet AGAIN wasting my time.
[06:15:43 PM]Amaan Mirza: This issue has been escalated to the relevant team at a higher level for you and they will contact you within 24 hours.
[06:16:02 PM]Noel Taylor: *sigh* if that’s teh best you can do
[06:16:31 PM]Amaan Mirza: Yes Noel ,this is the best that I can assist you with.
[06:16:41 PM]Amaan Mirza: Is there anything else that I can help you with?
[06:16:51 PM]Noel Taylor: no
[06:16:55 PM]Noel Taylor: thanks
[06:19:08 PM]Amaan Mirza: You’re welcome, thank you for contacting us at Hermes and have a good day.
[06:19:10 PM]’Noel Taylor’ disconnected (‘Concluded by Agent’).

Comments