Problem with Hermes Delivery Services

chicarg

I thought I would add my experience with Hermes here. I booked a parcel collection for last Friday. At 5PM courier hadnt come so called Hermes who told me driver was on his way to me. This was before the snow storm, but driver never showed up. Called them back on Sat morning to be told driver would defo be with me on Saturday- driver never showed up. Now I have been trying to call them ever since, and I'm left on hold for ever -up to 55 minutes I waited last time before I gave up.

I am calling the freephone from saynoto0870 (0800 1749047 in case anyone wants it) because If I would have called their premium number as shown on their website it would cost me a fortune.

I have spent the last 3 days at home waiting for their driver to collect and cannot afford one more day at home. But the worst is the lack of accountability this company has... they were quick to collect my money, but that was it. I am considering posting my item somehow else and initiate a chargeback on my payment to Hermes as they have not honoured their contract with me to provide me with the service they promised.

This was my first time using them for a collection after seeing them tops on Martin's article on private couriers, but I will never use them again, nor recommend to anyone.


PS: oh, and btw, their contact page in their website takes me to the German version of their website... neat.

Lottie-B

jackieglasgow wrote: »

You know, I was wondering if its possible that the couriers are waiting til they have enough parcels for the one area/street/estate to deliver a few at once, rather than going back and forth for 45p a journey. I wouldn't blame them at all for that, as inconvenient as it is for me as a consumer.

While some rural couriers might do that occasionally, I don't think many townie couriers do this because it's a logistical nightmare. You end up with parcels stacking up all over and you have to keep carrying them forward. It's far easier to just deliver the boogers!

One more recent problem is Hermes in an effort to cut courier pay even more, decided to introduce a "packet" rate. This is often half as much as the proper parcel rate yet the items are the same size (Hermes initially said it would only be letterboxable items). Couriers know they have been "done" again, and so might hold onto these packets until there is another parcel in that area in order not to end up out of pocket.

Most couriers (unless rural) cover a small area - anything up to 25 miles say. For example, say a postcode was Z10 4XX it would be covered by one courier, Z10 5XX would be another courier and so on. Sometimes one area might be split between more than one courier. This is why you might find when your courier has resigned, there are still deliveries close by in a similar post code area.

Lottie-B

chicarg wrote: »

....I have spent the last 3 days at home waiting for their driver to collect and cannot afford one more day at home. But the worst is the lack of accountability this company has... they were quick to collect my money, but that was it. I am considering posting my item somehow else and initiate a chargeback on my payment to Hermes as they have not honoured their contract with me to provide me with the service they promised.

This was my first time using them for a collection after seeing them tops on Martin's article on private couriers, but I will never use them again, nor recommend to anyone.

I'm amazed Martin recommended them, he couldn't have known much about them

I would initiate a chargeback, otherwise you'll wait forever to get your money refunded if others' experiences are anything to go by.

AK_1980

Okay H&M didn't call me yesterday so I am assuming Hermes has not replied to their e-mail yet. Surely if they use them as a delivery service they must be able to ring them?! Extremely annoyed by parcel has been "out for delivery" since December 10th, so I can't see how anybody apart from the courier is at fault.

Lottie-B

What area do you live AK?

Doc_N

beancounter wrote: »

Goods despatched by Play on Dec 7th and shown to be out for delivery on Hermes website every day since Dec 11th and still nothing has arrived at my address!

Contacted Hermes direct who refused to deal with me and said I needed to get Play to contact, ironic as Hermes head office is less than a mile from my home!

Contacted Play who say the Hermes have assured them all packages will be delivered before Christmas but to be honest I'm not holding my breath.

After watching the Newsnight report (available on You Tube) about Hermes and how they treat their couriers I will be writing to Play to express my concern and advising that they will get no more business from me until they use a more ethical courier company even if they do have to add a carriage charge to orders.

Anyone have a full list of which companies use Hermes ?

p.s No snow around these parts for the past two weeks so they can't blame the weather but probably will!!

~Chameleon~ wrote: »

Just off the top of my head I can think of Next, MandMDirect, Debenhams, Evans, Dorothy Perkins, Redcat brands (La Redoute, Daxon etc) Damart, Figleaves, Simply Be, JD Williams home shopping group.

You can add Thorntons to that list. Their customer service is pretty appalling, and it's difficult to escape the conclusion that the companies that use Hermes are the ones who care least about any semblance of decent customer service.

There's an interesting post on one of the Thorntons threads that goes like this:

I'm still waiting on my delivery it was supposed to be delivered between Thursday 16th and Sat 18th and according to their Hermes tracking site has been out for delivery since 17th. I did have a phone call from Hermes delivery yesterday telling me my package was at a depot in Newbridge near Edinburgh and could I pick it up. I said I don't have a car at present and I've paid for a service I told her Newbridge from here is only about 20 miles away and that the roads were all clear also my street has been clear for about a week. She told me not to expect it before Christmas . I tried leaving a message on Hermes contact page but the reply I received was to contact Thornton's direct which I have done but haven't heard back. I noticed there is a thread on here regarding Hermes appalling delivery service. Anway I'll need to get other chocs now from somewhere

It doesn't get much worse than that, does it?

AK_1980

Lottie-B wrote: »

What area do you live AK?

Leeds, West Yorkshire

MCGONIS

Again.... to go against the grain of this thread. I ordered a watch from Debenhamsdotcom on Monday evening. Yesterday at about 8pm, a guy came to my door and it was a HERMES couries with the package.

We got talking briefly and he was saying he was rushed off his feet and trying to catch up with the bad weather. I did notice his car was full of packages.

I really do feel sorry for everyone that had to do deliveries this month. Royal Mail, Home Delivery Network, Hermes and a couple of other carriers have been to me in recent days and they are all working in terrible conditions.

I am glad I have everthing I ordered with me. I hope you guys get your packages too.

molerat

I have just received very good service from WHSmiths / Hermes (despite writing a complaint last month). I ordered a not yet published book about a month ago. The publisher's web site stated it was delayed at sea and would be in stock on 10th Dec, they then updated on 12th Dec to in stock at their warehouse. WHS took my money on 15th and despatch e-mail received on 16th. It was delivered yesterday lunchtime so all in all very well done.

Lottie-B

Doc_N wrote: »

You can add Thorntons to that list. Their customer service is pretty appalling, and it's difficult to escape the conclusion that the companies that use Hermes are the ones who care least about any semblance of decent customer service.

There's an interesting post on one of the Thorntons threads that goes like this:

I'm still waiting on my delivery it was supposed to be delivered between Thursday 16th and Sat 18th and according to their Hermes tracking site has been out for delivery since 17th. I did have a phone call from Hermes delivery yesterday telling me my package was at a depot in Newbridge near Edinburgh and could I pick it up. I said I don't have a car at present and I've paid for a service I told her Newbridge from here is only about 20 miles away and that the roads were all clear also my street has been clear for about a week. She told me not to expect it before Christmas . I tried leaving a message on Hermes contact page but the reply I received was to contact Thornton's direct which I have done but haven't heard back. I noticed there is a thread on here regarding Hermes appalling delivery service. Anway I'll need to get other chocs now from somewhere

It doesn't get much worse than that, does it?

Perhaps the usual couriers are snowed in that operate from Newbridge, or Hermes can't get lorries to deliver to couriers who operate out of that depot, I don't know.

As for companies who care nothing for customer service only using Hermes I have to disagree. Hermes in gaining the contract will have promised the earth in order to win the contract. The Clients won't know that Hermes tell a pack of lies until the customer complaints come running in.

Unfortunately, because the end of the line is a self-employed courier, you never know what the service is going to be like as it's up to the courier. Most I'm sure are very good, but some aren't and it's those that let the side down. Hermes also take liberties - they have even been expecting couriers to go out (for no extra pay and with no warning) on Sundays when what little contract they have does not mention a Sunday.