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  • FIRST POST
    pinkclouds
    Hermes Couriers
    • #1
    • 11th Dec 10, 11:37 PM
    Hermes Couriers 11th Dec 10 at 11:37 PM
    Again, not sure this is the right board.

    Does anyone know if Hermes are running behind schedule by a particular amount of time? It would be of some reassurance to me to estimate how long it will take for a delivery to arrive. I am waiting on two parcels (Christmas gifts from my mother) and have no joy with online tracking. Interparcel comes up with nothing and Hermes displays: "Error in Finding the Parcel Details. Contact Service Desk."

    I am beginning to wonder if they are lost for good.
Page 1
  • medsec 222
    • #2
    • 14th Dec 10, 12:18 PM
    • #2
    • 14th Dec 10, 12:18 PM
    Not too happy with Hermes myself pinkcloud. I am waiting for a parcel which was supposed to have been delivered to the courier on Saturday 11 and then when I re-checked on Monday 13, it stated that it was delivered to the courier on Monday 13. It still hasn't arrived and like yourself, I am beginning to think that it will most probably not arrive. The parcel is from Debenhams, so if my experience is typical, Debenhams will be losing repeat business.
  • medsec 222
    • #3
    • 14th Dec 10, 2:47 PM
    • #3
    • 14th Dec 10, 2:47 PM
    I have tried to contact Hermes - they don't answer questions about parcels apparently and they advised me to contact my supplier. I have telephoned Debenhams who think Hermes have probably delivered the parcel to someone else! I am to phone Debenhams after ten working days and they will refund me the cost of the articles.

    Strikes me as a bit odd that a Company whose business it is to deliver parcels, doesn't answer questions about parcels. Passing the buck or what !
  • medsec 222
    • #4
    • 14th Dec 10, 5:22 PM
    • #4
    • 14th Dec 10, 5:22 PM
    Just had a knock on my door- to my surprise it was my parcel.

    The courier was a middle-aged lady. She looked cold and her hands were freezing. I think the couriers do the job for below the minimum wage and apparently they pay their own petrol costs! She said she only had one or two more parcels to deliver. I wish I had been a bit more patient now.
  • RobertR
    • #5
    • 14th Dec 10, 6:54 PM
    • #5
    • 14th Dec 10, 6:54 PM
    I arrived home this evening to find a card on the mat from Hermes saying a parcel had been left at the rear. The only problem was it wasnt for me. Correct address but someone I had never heard of. Pretty sure also its not for the neighbours although I dont know them that well. Almost needed a magnifying glass to read the phone number on the card which was permanently engaged for around 30 mins.

    Finally went on their website and sent a a snotty message asking them to ring me as I was a bit peed off by this time. Will try phoning again in the morning.

    I'm near Peterborough.
  • kr15snw
    • #6
    • 14th Dec 10, 8:01 PM
    • #6
    • 14th Dec 10, 8:01 PM
    I'm waiting for a parcel from H&M via Hermes. I ordered it last Sunday and it's still 'waiting in depot'!

    H&M said it should be here soon but thats all they can say. Annoying bit it I ordered a load of stuff for my holiday and I'm going on Friday, grrrrrrr!!!
    Green and White Barmy Army!
  • harrietthespy
    • #7
    • 15th Dec 10, 1:27 PM
    • #7
    • 15th Dec 10, 1:27 PM
    I've had an absolute nightmare with Hermes. My boyfriend ordered me some boots from ASOS two weeks ago, when it was snowing (cold feet you see!). Hoping they would arrive in a few days. Ordered on the second, ASOS dispatched on the 3rd. ASOS gave me a tracking number which for a couple of days just said (much like the OP) parcel not found. Took this to mean the tracker hadn't updated yet (this happens with a lot of courier, so no real worry). Finally on the 6th the tracker updated to say "Hub Trailer via sorter". It was then two days before it was actually "sorted" and received into the depot.

    Since then, as far as I can tell, it's been passed back and forth between various couriers with no one actually attempting to deliver it, except once, on a SUNDAY. of course, I wasn't expecting any deliveries on a Sunday, so I was out. Whoever tried to deliver it left a card saying this was the second delivery attempt, but I've been in most days and there's been no knock on the door and certainly no card put through, so I don't know when this apparent first attempt was. Apparently after the third attempt, if I can't contact them, they'll return to sender, so a bit worried about that, especially since the boots are now sold out on ASOS so this is my only chance to get them.

    This is the tracking info - if you're wondering, they've not actually tried to deliver on any of the days marked "out for delivery".

    Date Time Status
    15/12/2010 09:26 Courier Received
    15/12/2010 06:17 Out For Delivery
    14/12/2010 19:36 Carried Forward
    13/12/2010 05:29 Out For Delivery
    12/12/2010 14:26 Courier to Re-attempt
    10/12/2010 10:45 Courier Received
    09/12/2010 06:19 Out For Delivery
    08/12/2010 19:01 Carried Forward
    08/12/2010 06:57 Out For Delivery To Courier
    08/12/2010 01:00 Processed at Depot
    06/12/2010 15:33 Hub Trailer Via Sorter
    06/12/2010 09:15 Order Generated
  • adviceforall
    • #8
    • 15th Dec 10, 4:01 PM
    • #8
    • 15th Dec 10, 4:01 PM
    Couriers get 40p for each parcel delivered ( a bit more in rural areas) and don't get anything for turning up at a house and not delivering anything and yes they have to pay their own petrol as well.
  • bethesda
    • #9
    • 15th Dec 10, 6:01 PM
    • #9
    • 15th Dec 10, 6:01 PM
    Couriers get 40p for each parcel delivered ( a bit more in rural areas) and don't get anything for turning up at a house and not delivering anything and yes they have to pay their own petrol as well.
    Originally posted by adviceforall

    and they have to pay for parking!

    undelivered items? sometimes rather frustratingly there is no where to leave a card to show attempted delivery due to there being no letterbox.............wonder how well a card being left on the entrance door (where all and sundry could see it) would go down?
  • dannim12345
    My H&m parcel from Hermes has gone missing. Apprently its been deliveried & signed for but as my mum was home all day, it clearly gone elsewhere... Now I'm awaiting H&M to 'investigate'.
  • Taylorette
    I, too, am having a nightmare with Hermes. I am waiting on a delivery from Dorothy Perkins, which I ordered on December 9th. I understood that the weather was bad at the time and I would possibly have to wait a few extra days for my parcel, but when my Hermes tracker updated to "out for delivery" at 5:46am yesterday, I obviously expected it to be delivered. Nothing. Then this morning at 11:13am it added a new status of "out for delivery" again. Nothing. Now, it has only updated within the last hour (but it states this was at 3:15pm) it says "carried forward".

    I have no idea what this means. I understand that couriers may have a backlog of parcels, but I assumed that "out for delivery" meant that the local courier had the item and was in my area, so why it hasn't been delivered I don't know. It hasn't snowed here in over a week and the road conditions are fine. I've had to ask people to sit in my house all day waiting on this delivery and it's impossible for me to continue to do so (not to mention the fact that it's Christmas presents that I've ordered and there's only 8 days to go!).

    When you try to contact Hermes, you're told they can't help you and you've to contact the retailer! How, exactly, are Dorothy Perkins supposed to know where on Earth a Hermes driver is and what they're doing with my parcel?! And when you do phone you're in a long queue anyway (and after paying for this delivery service I can't afford the call costs to be honest!).

    I did a bit of searching for reviews earlier, and I'm surprised retailers are still using this service for their deliveries. A number of people have complained, and in all honesty this experience has put me off buying from the Dorothy Perkins website again.
  • bethesda
    'out for delivery' means your courier has collected the parcel from the depot - it doesnt necessarily mean your courier has it with them all day though, as some (including my hubby) split the days' deliveries in two so they can have a break inbetween.

    'carried forward' means your parcel has been carried forward to the next day for some reason - perhaps your courier couldn't get round everywhere or perhaps you weren't in.

    it's a shame you couldn't contact the courier for your area, perhaps one of your neighbours has their details?

    i hope you get your parcels soon.
  • Acid
    mine says this? i dont know what it means and they were supposed to pick up between 9am thursday - 12pm

    Date Time Status 08/09/2011 07:03 Pick-Up Carried Forward 08/09/2011 03:18 Pick-Up Request Manifested
  • QuackQuack
    These are the people that deliver for Next and Amazon? They tend to sub the work out to car owners/drivers to deliver AFAIR. Lots of tales about clothes from Next turning up smelling of fags because the 'courier' was smoking in their car or home (where they store the parcels). Also some suggestion that most of the workforce that do this kind of thing are doing it on their normal car insurance - not specialised 'for hire or reward' type business insurance. It's all a bit poor for companies the size of Next and Amazon, but I guess they find it more reliable than Royal Mail.
  • merlin68
    We started work for Hermes last week. At the end of the day, any parcels not delivered, have to go home with you, as there is no depot. You can't expect someone not to smoke in their own home LOL. At night you log out and in the morning you scan all the parcels you have to deliver for that day. It's blooming hard work, trying to deliver up to 120 parcels a day. Especially when noone seems to be in.
    I knocked on one door twice today, and then left it with a neighbour. Just got back in the car and she came out the hosue, saying she'd been in all day. Well answer your door then.
    My car is insured with couriercover.com
  • scrimpandsave
    Hi All,

    I am also confused by my tracker if anyone can help, my parcel said carried forward yesterday, and now it says received at depot today. I received a separate hermes parcel today and now my mind is well and truly boggled. Any one know what this means?

    Many thanks in advance
  • andrianna
    I am using Hermes the last year or so for my ebay collections.
    I am extremely happy with them. In some occations I had issues with delays but never lost anything and find it really easy to speak to customer support.
    I have never been waiting for more than 5 minutes on the phone and I was very plesantly surprised when I could find someone to talk to on a SUNDAY!!!
    All people I spoke to at Hermes (including the courier) are very helpful and friendly.
    The service is the cheapest arround! As I am addicted to ebay, I wouldnt survive without Hermes!
  • arcon5
    I am using Hermes the last year or so for my ebay collections.
    I am extremely happy with them. In some occations I had issues with delays but never lost anything and find it really easy to speak to customer support.
    I have never been waiting for more than 5 minutes on the phone and I was very plesantly surprised when I could find someone to talk to on a SUNDAY!!!
    All people I spoke to at Hermes (including the courier) are very helpful and friendly.
    The service is the cheapest arround! As I am addicted to ebay, I wouldnt survive without Hermes!
    Originally posted by andrianna
    I've had that all the times i've phoned them also. Answered straight away by a real person. Admittedly, thinking I would have to choose from a load of menu options and wait in a queue both times the woman had to wait for me to locate the parcel details as I wasn't ready yet (not often this happens with large organisations)
  • Mm.Mim
    This is a letter I've just sent to Hermes, it tells it all.

    Email to Hermes Couriers. 3.2.2012

    I would like to inform you that I am not happy with your delivery service. Yesterday we came home from shopping to find a card from Hermes telling us that a parcel had been left ‘behind the gate’. This is a gate in a walled garden, about 6 feet high and which often has plants in front as we don’t use it.

    I phoned the number of the courier and today she came to see me. I asked her not to leave parcels that way as we could have been away for several days and as the parcel contained books, they would have been ruined if it had rained.(This has happened previously with a different parcel which contained a halogen oven) She was abrupt and not at all understanding, giving excuses that were not valid and certainly no apology. She even said that she wouldn’t have left it, if it had been raining!!!!!!!

    She said that she had seen someone in our garage…….this must have been us just leaving, but she wouldn’t have known for how long. She also said that we must inform her when we were expecting a parcel!!!! I said that we couldn’t be sure when one was due, especially if it was a gift sent by someone else for instance, neither would we know what courier a company might use to send their products.
    None of this brought forth a glimmer of understanding, just a defensive attitude and left me feeling as though I was being unreasonable as she continued to be beligerent.

    Your ‘attempted delivery’ card shows that a parcel delivery can be attempted 3 times and that other delivery options are available.

    I think this courier could be told to be more courtious or you may lose business in the future.
    Last edited by Mm.Mim; 03-02-2012 at 12:51 PM. Reason: wanted to add explanatory heading
  • SADIE
    Mm.Mim wrote
    This is a letter I've just sent to Hermes, it tells it all.

    Email to Hermes Couriers. 3.2.2012

    I would like to inform you that I am not happy with your delivery service. Yesterday we came home from shopping to find a card from Hermes telling us that a parcel had been left ‘behind the gate’. This is a gate in a walled garden, about 6 feet high and which often has plants in front as we don’t use it.

    I phoned the number of the courier and today she came to see me. I asked her not to leave parcels that way as we could have been away for several days and as the parcel contained books, they would have been ruined if it had rained.(This has happened previously with a different parcel which contained a halogen oven) She was abrupt and not at all understanding, giving excuses that were not valid and certainly no apology. She even said that she wouldn’t have left it, if it had been raining!!!!!!!

    She said that she had seen someone in our garage…….this must have been us just leaving, but she wouldn’t have known for how long. She also said that we must inform her when we were expecting a parcel!!!! I said that we couldn’t be sure when one was due, especially if it was a gift sent by someone else for instance, neither would we know what courier a company might use to send their products.
    None of this brought forth a glimmer of understanding, just a defensive attitude and left me feeling as though I was being unreasonable as she continued to be beligerent.

    Your ‘attempted delivery’ card shows that a parcel delivery can be attempted 3 times and that other delivery options are available.

    I think this courier could be told to be more courtious or you may lose business in the future.
    Your ‘attempted delivery’ card shows that a parcel delivery can be attempted 3 times and that other delivery options are available.

    The Hermes card only states 3 attempts can be made and then YOUR parcel is returned, no other options are offered by Hermes, Are you sure it's Hermes?

    I phoned the number of the courier and today she came to see me.

    She didn't need to, so extra service there. Just trying to imagine me contacting Royal Mail or other delivery companies and them coming to see me!

    Do you not have tracking to know the day your item is going to be delivered or are you taking advantage of the supersaver or free delivery service of 3 attempts(actually then taking advantage of your courier).

    A copy of my letter sent to Hermes from a courier(suggestions)

    I have been a courier for 11 years, couriers have not seen any pay increase in this time(talking to couriers of 20 years it hasn't increased in their time).

    11 years ago people ordered and may not have known their parcel was due on xx day(no tracking) but would be at home on day 2. We now have a situation were customers order with no interest in being at home, believing they are so busy and so important that couriers must fit in with them.

    It would be in the interest of customers and couriers if the delivery T&c's were clearer, 3 attempts and items returned and if returned for a 4th attempt by Hermes(unpaid)at courier discrection with an extra payment.

    I am asked to leave parcels constantly in unsafe places by customers and also by Hermes, I wonder who would be at fault when the item goes missing!

    I think customers should be encouraged to be courteous, particuarly when couriers have called back when they have missed their deliveries, not a sorry or a thank you by many, sign of the times(bad manners abundant).

    Hermes don't suggest couriers chuck items but they also don't suggest they don't by nature of payments.

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