Two separate orders two failed deliveries in four days

By | June 18, 2018
Sent 1 of 1750
Two separate orders in four days two failed deliveries
Angela Capaldi <angela.capaldi@btinternet.com>
To Martijn.deLange@hermes-europe.co.uk
Monday, 18 June, 2018 17:18
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I hope you can help me with the attached situation I have and the incompetence your customers are having to deal with today’s delivery first stated tried to deliver then to address query and finally out with wrong courier. Please note this was me Angela using my husband’s live chat it makes for interesting reading being lied to and robbed off.
Look forward to hearing from you
Angela Capaldi
  • Sangeeta Sisodiya: Hi, my name is Sangeeta Sisodiya. How may I help you?
    mike capaldi: Hi Sangeeta, I was on chat with one of your colleagues earlier. Basivally your courier put a query against delivery address and didn’t attempt a delivery today. Your colleague took my telephone number to pass on to the courier for them to contact me and try to deliver today. Just wondering how likely this is going to be?
    Sangeeta Sisodiya: I am sorry that the parcel was not delivered today even after your contact number was passed to the courier and they did not call you. I will flag this to the Field Manager so that it does not happen again. I will quickly check when will the parcel be delivered.
    Sangeeta Sisodiya: Can you provide the recipient’s name and the delivery address with the postcode please?
    mike capaldi: Thanks. recipient is Mike Capaldi
    Sangeeta Sisodiya: You’re welcome.
    mike capaldi: address is The Granary High Street East Ferry Gainsborough DN21 3DZ
    Sangeeta Sisodiya: Thank you for providing the details.
    Sangeeta Sisodiya: It will just take me a minute or two to check this for you, I’ll be as quick as I can.
    mike capaldi: thankyou
    Sangeeta Sisodiya: You’re welcome.
    Sangeeta Sisodiya: I can see from the tracking that the delivery failed due to an address query and they will re attempt again tomorrow. Would you like to provide any additional details like a landmark so that they can locate it?
    mike capaldi: Hi, your colleague earlier said they would send a message to the courier with my telephone number for the courier to call me today to try to arrange a delivery later today. East Ferry is a small village of only about 40 houses and my house has a large stone sign in the front wall saying The Granary.
    Sangeeta Sisodiya: Thank you for providing the additional details. I will forward them. Also I can see that we had sent your contact number to them.
    Sangeeta Sisodiya: Although we can’t guarantee the Service Provider will receive it on time for the delivery, every effort will be made to follow the instructions given.
    mike capaldi: ARE you listening to me the delivery driver is supposed to call me to deliver today
    mike capaldi: as no attempt was made to deliver
    Sangeeta Sisodiya: I understand that the deliver was supposed to call you. We have already sent them to instruction to call you today. As it was not delivered today. I will send them a message again to re deliver it.
    mike capaldi: A service has been paid for i would like a delivery today
    Sangeeta Sisodiya: I apologise that the parcel is not yet delivered. I will chase it with them after the chat and ask them to deliver it today for you.
    mike capaldi: Thats what the last peer
    mike capaldi: Thats what the last person said and nothing has happened since 2pm i feel i am being fobbed off
    Sangeeta Sisodiya: I have asked our team to try and call them to confirm to deliver today. Would you mind waiting?
    mike capaldi: I wil hang on
    Sangeeta Sisodiya: Please allow a few minutes while we can connect them.
    Sangeeta Sisodiya: Thank you.
    Communication with Sangeeta Sisodiya has been lost. Please wait while attempts are made to restore the connection.
    You will be requeued in approximately 120 seconds.
    mike capaldi: Have you made contact yet
    Sangeeta Sisodiya has disconnected.
    Varun Upadhyay: Hi, my name is Varun Upadhyay. How may I help you?
    mike capaldi: we have just lost connection to Sangeeta Sisodiya who was trying to sort out a problem for us
    Varun Upadhyay: I am sorry for the technical error.
    Varun Upadhyay: It will just take me a minute or two to check this for you, I’ll be as quick as I can.
    mike capaldi: thankyou
    Varun Upadhyay: Thank you for your patience.
    Varun Upadhyay: Mike,I have check the system and the parcel is with the courier and it will be delivered tomorrow.
    Varun Upadhyay: Can you help me with your contact number?
    mike capaldi: Your colleagues (on 2 occasions today) have taken my phone number and passed it on to the local courier to call me today to arrange a delivery later today. Sangeeta had just said that the Team were going to call the courier directly to confirm delivery today when we were disconnected
    mike capaldi: I think you need to get your manager to ring me as we seem to be getting nowhere with this team
    Varun Upadhyay: I can understand your cocnern.
    Varun Upadhyay: Please be online i’ll call the courier.
    mike capaldi: Thanks
    Varun Upadhyay: Thank you for your patience,
    Varun Upadhyay: Mike,I have contacted the courier and they have confirmed the parcel will be delivered tomorrwo.
    Varun Upadhyay: sorry tomorrow.
    mike capaldi: Its unacceptable
    mike capaldi: we have waited in all day and your lazy courier could not be bothered
    mike capaldi: i want to speak to a manager
    Varun Upadhyay: I understand that you are not happy with this situation. If I were in your shoes, I think I would feel the same.
    Varun Upadhyay: Mike,I’ll instruct them to deliver the parcel first thing in the morning and call you before attempting the delivery.
    mike capaldi: so do something about it then and deliver today
    mike capaldi: its not good enough get me a manager please
    mike capaldi: the courier needs sacking for not even trying to deliver
    mike capaldi: make them come and deliver it there is no excuse
    Varun Upadhyay: I can understand your concern.
    mike capaldi: in their own time its always excuses
    Varun Upadhyay: Please allow us until tomorrow the parcel will be delivered tomorrow.
    mike capaldi: no i want a manager
    mike capaldi: how can the coourier get away with not even trying to deliver
    Varun Upadhyay: I can understand your concern.
    Varun Upadhyay: As per the details the courier was unable to deliver the parcel due to address query.
    mike capaldi: what address query are they stupid
    mike capaldi: they have made that up
    Varun Upadhyay: The courier was unable to find the address and we have contacted them and they have confirmed they will attempt the delivery tomorrow.
    mike capaldi: lots of deliveries here no problems
    Varun Upadhyay: Please allow us until tomorrow I’ll make sure the parcel is delivered to you first thing in the morning.
    mike capaldi: so what happens if they cant find it tomorrow
    Varun Upadhyay: They will call you if there is any query.
    mike capaldi: pure laziness
    Varun Upadhyay: I am sorry for the inappropriate conduct of our courier. I assure you that this is not common practice at myHermes.
    mike capaldi: haha could of done that today
    Varun Upadhyay: I can understand your concern.
    Varun Upadhyay: I understand that you are not happy with this situation. If I were in your shoes, I think I would feel the same.
    Varun Upadhyay: Please be assured I will do everything I can to ensure that this issue gets resolved as soon as possible.
    mike capaldi: i want a manager
    Varun Upadhyay: Please be online I’ll transfer your chat/.
    mike capaldi: Thanks
    Dorothi Yerwadkar: Hi, my name is Dorothi Yerwadkar. How may I help you?
    Varun Upadhyay has left the chat.
    mike capaldi: can you read the conversation
    Dorothi Yerwadkar: Hi Mike. Yes I can see it so please allow me some time while check the previous conversations and details on your parcel.
    mike capaldi: ok
    mike capaldi: if if your couriers work till 8pm send someone out with it now simple
    Dorothi Yerwadkar: I understad that the parcel has not yet been delivered. Our team did contact the courier and they confirming that they will deliver this parcel tomorrow. I can request parcel to be delivered first thing tomorrow.
    mike capaldi: If they had query on address today and could not find it what will be different tomorrow
    mike capaldi: you have still got couriers working send them out now
    Dorothi Yerwadkar: I am really sorry as I am not sure why did they raise it as a address query when your address is the same. Can you provide any instructions for landmark which we can mention it for the courier team reference.
    mike capaldi: thats already been answered in conversation proof your not listening to me
    Dorothi Yerwadkar: We have already send them the message to the courier team to prioritise the delivery. I can try once more if concerned team can contact the courier to redeliver this parcel today. Would you mind staying online with me.
    mike capaldi: ok
    mike capaldi: And i do not want this classified as one of your three attempts to deliver
    mike capaldi: I have screen shot the whole conversation and will be taking this further
    Dorothi Yerwadkar: Mike, I completely understand that you not happy with the service provided. I will try my best to see if we can get this sorted.
    mike capaldi: ok
    Dorothi Yerwadkar: I am still checking on this so please bear with me.
    mike capaldi: ok
    mike capaldi: any news
    Dorothi Yerwadkar: I am sorry for the delay as we are still trying get hold of the courier team. Please allow me some more time.
    mike capaldi: ok
    Dorothi Yerwadkar: I am still checking. Please allow me a minute more.
    mike capaldi: ok
    Dorothi Yerwadkar: I am sorry it is taking long for us to get in touch with them. I will get back to you in some time.
    mike capaldi: ok
    mike capaldi: had a wasted day whats a few more mins
    Dorothi Yerwadkar: Kindly 3-4 miuntes more.
    mike capaldi: ok
    Dorothi Yerwadkar: I am sorry, we have not yet received any response. I am still waiting for the concerned team to get back to me. Please bear with me.
    mike capaldi: ok
    Dorothi Yerwadkar: I am still waiting for a response. I appreciate your patience. Please allow me few more minutes.
    mike capaldi: ok
    Dorothi Yerwadkar: Mike, I tried my best to get the delivery done for the parcel, however the courier has advised that they will attempt delivery tomorrow.
    Dorothi Yerwadkar: We have requested to deliver the parcel first thing tomorrow.
    mike capaldi: so courier gets away with it again this had better not get put down as a failed delivery i will be taking this so much further as i said all conversation screenshot its not acceptable
    mike capaldi: who was the courier name
    Dorothi Yerwadkar: I understand and I am really sorry for this as we not get the delivery done today. I am sorry as due to contractual reason I would not be able to share any details.
    Dorothi Yerwadkar: We have requested them to deliver the parcel at the earliest tomorrow.
    mike capaldi: what time
    Dorothi Yerwadkar: They will open 08:00 Am and will start working.
    mike capaldi: I just hope you are a manager supervisor and not been fobbed off again
    mike capaldi: so delivery time
    Dorothi Yerwadkar: Yes I am. I can not give the exact time, however we have requested for delivery first thing tomorrow.
    mike capaldi: i would like a time
    mike capaldi: where is the depot
    mike capaldi: will i be first delivery as a priority
    Dorothi Yerwadkar: Once they start working 08:00Am and post that they will start collection and delivering the parcels. As a priority, we have requested them so they should deliver the parcel.
    Dorothi Yerwadkar: If you want to know the depot name than it is Sheffield Depot
    mike capaldi: ok thanks
    Dorothi Yerwadkar: I am really sorry once again. Is there anything else I may assist you with today.
    mike capaldi: i dont know how you dare ask that question
    Dorothi Yerwadkar: I understand and I tried to resolve the issue but unfortunately I could not so kindly allow till tomorrow for the courier team to deliver the parcel.
    mike capaldi: so you have still not answered my problem is this classed as a failed delivery
    Dorothi Yerwadkar: No, the parcel is with the courier team. We will raise this escalation with the relevant team and they will further raise this issue with the field manager of courier team as courier did not adhere to the time lines and have mentioned address issue.
    mike capaldi: Thank you so much best response all day
    Dorothi Yerwadkar: Thank you for contacting us at Hermes, have a good day!
    Dorothi Yerwadkar: Are we still connected?
    mike capaldi: why
    Dorothi Yerwadkar: Mike you need to conclude this chat from your end.
    mike capaldi: ok

    Type your message here, then click Send or press <Enter>

    emhoihkim Simte: Hi, my name is Nemhoihkim Simte. How may I help you?
    Mike Capaldi: Can uou check status on 2655998604487694
    Nemhoihkim Simte: Yews Mike let me check this foe you in my system.
    Nemhoihkim Simte: In the meantime can you provide your delivery address please?
    Mike Capaldi: we had delivery slot for between 1 and 3
    Mike Capaldi: the granary high strret east ferry dn21 3dz
    Nemhoihkim Simte: Thank you there is no address mentioned like you have mentioned the slot between 1 and3
    Mike Capaldi: have uou checked parcel id
    Nemhoihkim Simte: Can you provide in details how I should forward the courier as your parcel was not delivered as he was unable to find your address.
    Mike Capaldi: what a lot of rubbish this is the second time in 4 days
    Mike Capaldi: the lady delivery driver always finds it
    Nemhoihkim Simte: I understand Mike this is happening several times, as the courier keeps on changing due to it there is issue with the delivery address if not properly mentioned.
    Mike Capaldi: there is no problem with delivery address get lots of parcels delivered here
    Mike Capaldi: your driver is lazy and can not be bothered to come here
    Mike Capaldi: sat nav works hope they are coming back to retry today
    Nemhoihkim Simte: I am sorry for the service provided by us on this occasion. May I assure you this is not common practice here at myHermes. We always strive to provide the best service possible. Any customer feedback is always appreciated and recorded for quality and performance.
    Mike Capaldi: rubbish this happened last thursday
    Nemhoihkim Simte: Please provide additional information to which I can forward when the delivery is made.
    Mike Capaldi: i have it from one of your delivery drivers that it is usually agency staff and cant be bothered to drive out 20 mins to countryside
    Mike Capaldi: are they coming today
    Nemhoihkim Simte: Mike I assure this will not happen again.
    Mike Capaldi: well it just has
    Mike Capaldi: twice in 4 days
    Nemhoihkim Simte: They will not come today as there is no message forward to them regarding the address.
    Mike Capaldi: are they coming today
    Nemhoihkim Simte: No mIke they are not coming as there is no tracking made for the delivery today.
    Mike Capaldi: its 20 mins from Gainsborough
    Mike Capaldi: put me onto a manager please
    Mike Capaldi: follow the trent on your left hand side from Gainsborough and you end up in East Ferry
    Mike Capaldi: easy
    Mike Capaldi: there was tracking made for today
    Mike Capaldi: ring them up and get them to deliver its your job to provide a service
    Nemhoihkim Simte: Mike sorry for the miscommunication the parcel will be delivered between 13-15 today.
    Mike Capaldi: i have your assurance on that
    Nemhoihkim Simte: Yes as it is updated on the tracking.
    Mike Capaldi: do delivery today anytime between now and 3pm
    Nemhoihkim Simte: Yes any time between that timing.
    Mike Capaldi: Ok thankyou
    Nemhoihkim Simte: You’re welcome, is there anything else I can help you with?
    You have disconnected.

    Deepali Gaikwad: I am sorry to hear that your parcel has not been delivered yet.
    Mike Capaldi: Despite all the assurances the delivery was not made. As you can see this is the second time in the last 4 days that a Query Address was given as a reason for not delivering
    Deepali Gaikwad: Please give me a minute to go through to the chat and check the status of the delivery.
    Mike Capaldi: ok
    Deepali Gaikwad: Thank you Mike.
    Deepali Gaikwad: Mike, In meantime can you provide the recipient’s name and the delivery address with the postcode please?
    Mike Capaldi: its on the chat if you hve read it
    Mike Capaldi: along with parcel ID
    Mike Capaldi: and directions
    Deepali Gaikwad: Yes Mike, Just need to confirm.
    Mike Capaldi: confirm what
    Deepali Gaikwad: The recipient’s name and the delivery address with the postcode. But I have checked the chat and can see that the address is correct.
    Mike Capaldi: good
    Deepali Gaikwad: As per the tracking I can see that parcel was not delivered as the courier has a address query and which is why the parcel will be delivered on 19/06/2018. In this case what I can do is send a message to the courier with your contact number so that if the courier has any address query they can contact you. Would you like me to do this for you?
    Mike Capaldi: no this is second time in 4 days put me onto a manager as the other chaplied to me
    Mike Capaldi: Lied big style
    Mike Capaldi: i want a manager
    Mike Capaldi: this is outragious and he wants sacking and i will make sure it happens
    Deepali Gaikwad: I am sorry Mike for the inconvenience caused to you. Let me check if any manager is available.
    Mike Capaldi: good
    Mike Capaldi: i will be sending this conversation and the one that lasted two hours last week to the CEO UK
    Deepali Gaikwad: If you’re comfortable holding for just a minute or two, I’ll need to check if any manager is available.
    Mike Capaldi: any manager yet
    Deepali Gaikwad: I’m still looking for a manager, thanks for waiting.
    Mike Capaldi: whats taking so long
    Deepali Gaikwad: I’ll just transfer the chat to the Manager, Please give me a moment.
    Mike Capaldi: ok
    Dorothi Yerwadkar: Hi, my name is Dorothi Yerwadkar. How may I help you?
    Deepali Gaikwad has left the chat.
    Mike Capaldi: HI remember me from last week
    Mike Capaldi: you have suppassed yourselves today by one of your agents lying please read the conversation
    Dorothi Yerwadkar: Hi Mike, Yes I do. Let me go through the conversations and details.
    Mike Capaldi: I would like to escalate this to the highest level
    Dorothi Yerwadkar: Kindly allow me to check as why the parcel has still not been delivered.
    Mike Capaldi: we had one delivered on Friday this is a new one
    Dorothi Yerwadkar: Alright. I am checking this.
    Mike Capaldi: with todays technology how can an address not be found its pure laziness as they dont want to drive 20 mins into countryside
    Dorothi Yerwadkar: I completely understand Mike. I am checking on this so please bear with me.
    Mike Capaldi: I asked the driver that delivered last week and was told its agency staff that can not be bothered
    Dorothi Yerwadkar: I will try to arrange a call to courier team to deliver the parcel on priority. I will try from my end.
    Dorothi Yerwadkar: Request you to please be with me online while I recheck.
    Mike Capaldi: so deliver today i remember you said that last week priority to me is first delivery and that did not happen last week after you saaid it would
    Mike Capaldi: can this be escalated
    Dorothi Yerwadkar: Sure, I will raise this further with the courier team. Could you verify you contact number please.
    Mike Capaldi: or i escalate here inUK as I have all conversations and do not like being lied to
    Mike Capaldi: that agent needs sacking
    Mike Capaldi: 01427 629997
    Mike Capaldi: so am i getting a delivery today
    Dorothi Yerwadkar: Mike I will try my best. I am arranging a call to courier team now so please allow me some time 2-3 minutes.
    Mike Capaldi: ok
    Dorothi Yerwadkar: We are still checking so please wait for few minutes more.
    Mike Capaldi: ok
    Dorothi Yerwadkar: Mike I am still waiting for a response, so please bear with me.
    Mike Capaldi: fine
    Dorothi Yerwadkar: I received a response and as mentioned, the parcel has been handed over to wrong courier so they will try to make this delivery by tomorrow. I understand that this is not acceptable and delayed the delivery. I will definitely raise this escalation to field manager of courier team.
    Dorothi Yerwadkar: They will arrange this delivery tomorrow.
    Mike Capaldi: I will escalate it to CEO UK thats rubbish given to wrong courier always an excuse
    Mike Capaldi: so why tell so many lies could not find address tryed to deliver etc
    Mike Capaldi: have you read your reviews on trust pilot everybody says the same
    Mike Capaldi: fobbing us all off
    Mike Capaldi: i will want compensation for this
    Dorothi Yerwadkar: Yes I understand and we will definitely take this up with the team.
    Mike Capaldi: and i sincerely hope you reprimand your staff member because that is not custmer service
    Dorothi Yerwadkar: I will raise this concern definitely and will provide this valuable feedback. Mike just to advise you that for any compensation you will need to get in touch with the retailer as this is booked through them.
    Dorothi Yerwadkar: I am really sorry that we could not make it right at the first time, however we will escalate this concern to the field manager of courier team.
    Mike Capaldi: first or second anyway sending these conversations to CEO UK for further analysis and to prove how incompetant your team are thanks goodbye
    Dorothi Yerwadkar: I understand and apologise once again for the same.
    Dorothi Yerwadkar: Courier will make an attempt to deliver the parcel tomorrow.
    You have disconnected.

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