Why won't Hermes pick up my parcels?

[soundraider]

I had some parcels to be picked up last Monday, but then my wife had an accident and I had to take her to hospital so I was not in when Hermes called. I was left a card saying Hermes would return the following day. The Hermes van did not return on either the Tuesday or Wednesday. By then I had more parcels to send, so was expecting a pickup on the Thursday, where I could hand over Monday's parcels along with the new parcel. But when the Hermes van came, the man did not ring our bell, he just knocked on the door, so I didn't hear him (I work in my home office two floors above). He left a card saying he would return again on Friday. On Friday I left a big sign on my door asking the operative to ring the bell, but no one came. I now have a total of five or six parcels waiting to be picked up. I have CCTV which records all of the callers to my house, so I am sure no one came on Tuesday, Wednesday or Friday. 

When I try to contact Hermes online or by phone, I am simply told that the parcels have not been picked up. I know that they haven't been picked up - that is not the solution to my problem. It is the problem. 

How can I find out why my parcels are not being picked up, and when they will be picked up? Do I need to cancel all my orders and use UPS or Royal Mail in order to get them delivered? I have ebay customers waiting for deliveries.

I have tried phoning them but the only number that gets answered has chatbot that cannot respond to my question.

[john1297576 · Accepted solution]

Use a reliable service, you will soon be in trouble with late deliveries.

Hermes seem very reliable where I live, at least with deliveries, but you cannot afford to have late deliveries as it will affect the status of your account.

[redwick1]

There is only Hermes that can answer your question about non collection

It would be best to cancel and get another courier or Royal Mail and make sure the service you get will deliver within the times on your listings

If not then you will get not received disputes opened.

If it is a slow courier then you could end up refunding and the buyer getting their items

Or is it possible for you to drop them off at the Hermes shop

I know our shop the Hermes van collects 12.30 every day