Problems with Packlink and Hermes

[jock194]

I have now been waiting 5 days for collection of parcels They are promoting collection but cant seem to cope with it. What makes it worse is Hermes tracking says In southampton due for delidvery today and i am still holding the parcel.

I am disabled and high risk so the last thing i need is to drag my parcels to a collection point nearest one is 7 miles away. Trouble is Hermes robot voice tells me your parcel is due to be collected today but it never is and when i tried to take it further about collection and tracking they refer me back to Packlink who are a nightmare to contact I fill out the online form of complaint but when it gets to the send button it wont send so i cant contact them

I even tried resolver and i got a sarcastic reply saying you havent gone throught the normal channels so they cant do anything not an apology or kiss my .... makes me very angry. I just wondered if it is just me or is anyone else having these kind of problems.

Thanks

[john1297576]

As youhave presumably paid Packlink you are likely to have trouble getting the money back if you cancel the sale, but that may be a solution but make sure that the buyer understands the problem,then relist and they buy again, but this time deal direct with the Courier.

As I always say any Service promoted by Ebay, involving Packlink who deliver nothing but merely pass on to Hermes should be avoided. Too many people involved, more points at which things can go wrong and impossible to find anyone who admits responsibility.

[rusticrye]

Your contract is with Packlink, as that is who you paid, so that is who you must deal with, I'm afraid. This is the problem when you involve a postage broker rather than buy direct from the carrier. Hermes can't deal with you because you have no contract with them. Hermes' contract is with Packlink.

If I were you, I would buy postage direct from Hermes' website in future, so that you can deal direct with them on the rare occasion when things go wrong. Yes, collection will cost extra, but it's not much at all, so probably worth that small extra expense if travelling to your nearest collection point is not currently an option.

Regarding your current problem, is there someone who could take your parcels to the nearest collection point to get them scanned into the system...? I can't think what else you could do, apart from cancelling the transactions, but see what others suggest.

@jock194 

[spd800c]

I am trying to get details relating to Packlink complaints procedure - anyone help? The Packlink customer services are not providing this at all