I have been trying to trace a package which was sent to me Via Hermes - 2 day delivery service by Play.com. Now I realise that it is mid winter and the weather will cause delays, but I went into their tracking site put in all the appropriate information and received the answer, "Sorry, there are no records matching your details please contact the dispatcher"
Play.com tell you that "The package should be delivered between 2 and 5 days and if it does not arrive then you should wait 21 days before contacting them."
I tried contacting Hermes through their contact us site and received an automated message telling me, "Sorry we cannot deal with you direct, Please contact the dispatcher" (Why have a contact site if they cannit deak with you direct)
I have been trying to get an answer for over 2 1/2 hours this morning phoning them both, getting a repeated busy signal from Hermes, being on hold for ages with Play.com, and sending emails to both parties. I have spent that much time going back and forward between the two, I feel like a ping-pong ball.
By the way if anyone is trying to get in touch with either company and does not know the phone numbers, they are:
Hermes 0871 2461583 (Constantly Busy Signal wasted most of the 2 1/2 hours trying to contact them.)
Play.com 0845 8001020 whowhen I did eventually get through were very polite and promised to try and get an answer within 24 hours. At least Play.com were helpfull, that is why their name does not appear in the Company / Product bar