Problem with Hermes Delivery Services

publicenermyno1

quaver wrote: »

Apparently you didn't read my post. Well, just enough to get all prolix and offended apparently.

We just had a post from a Hermes courier, who receives pennies for each parcel delivered, wasn't kitted out appropriately for icy weather (hence the repeated falls and even broken bones), and didn't have the appropriate transport for driving in predictable December weather conditions. DHL, Royal Mail, City Link, etc., although not perfect, have all of these bases covered, and yet their delivery fees are similar.

Trying to distance yourself from 'employee' status by pointing out the self-employed status of Hermes couriers is neither here nor there. It is a very common tactic for (usually small) companies on tight margins to force people (who cannot find employment elsewhere) into the self-employed/pay-per-task role in order to skirt minimum wage laws. If they don't technically employ them, they don't have to worry about it. How very ethical and caring of them!

But *I* should be ashamed for drawing attention to this. /cry cry.

Clearly if somebody is prepared to be taken advantage of like that, there is a problem. Either with their own employability, or the economic situation in their immediate area. If you want to get all offended by that, fine.

Also, I'm very happy for you to put your disdain and sweeping generalisations on record about parcel recipients here because anybody Googling Hermes can see for themselves the attitude they should expect. Obviously there are going to be x percent of negative customers, just like there are going to be y percent of negative couriers, but search engine rankings suggest a bizarre number complaints against Hermes couriers for such a medium-sized outfit. I have no doubt that some people aren't at home when you try to deliver because (surprise!) some people have lives and jobs to attend to and the Hermes tracking system gives absolutely no indication of when a courier is going to TRY to deliver a parcel. That's why people (like me) go to the extent of ensuring somebody is at home once they realise what kind of cowboy outfit they're dealing with, and why they get infuriated when nothing turns up for over a week. Especially when the courier is feeding outright lies into the tracking system suggesting they attempted delivery when (even if my eyes and ears were failing) my own doorstep CCTV system proves otherwise.

You do sound like a hatefull person Quaver, so glad i dont know you

Darkwoods

03/01/2011 21:25 Not Delivered
31/12/2010 09:55 Courier Received
30/12/2010 04:44 Out For Delivery
30/12/2010 01:36 Processed at Depot
30/12/2010 00:38 Receipt at Depot
29/12/2010 17:43 Hub Sorter Receipt Scan

Why are they so confusing at some point they say I received my items when I didn't and then they say not delivered!?
I'll give them few more days and see what happens!

custardy

Darkwoods wrote: »

03/01/2011 21:25 Not Delivered
31/12/2010 09:55 Courier Received
30/12/2010 04:44 Out For Delivery
30/12/2010 01:36 Processed at Depot
30/12/2010 00:38 Receipt at Depot
29/12/2010 17:43 Hub Sorter Receipt Scan

Why are they so confusing at some point they say I received my items when I didn't and then they say not delivered!?
I'll give them few more days and see what happens!

No, It says the courier received the item

mummys_little_helpers

Posted on here a few weeks back regarding awaiting 4 parcels from various online retailers from the 3rd of December. I have been refunded for all 4 parcels now as they have been lost in transit. Bolloks someone is at it. I was refunded a total of £183 which is fair enough but my main worry is that these parcels have receipts with my details including customer numbers and bank details and I am not happy that they have not been more carefull with my details. Contacted Hermes and I spoke to the most rude and obnoxious "lady" I have ever spoke to in my life. Basically she said she will not deal with me as I need to do it through the companies I ordered from and when I explained that they had refunded and I was more concerned about my details lying in someones garage her response was " you have been refunded, you have not lost any money what more do you want" EXCUSE ME I want my parcels delivered with my details so rude. I am now going to have to email the companies and tell them I still want these parcels chased up as I do believe they were not "lost" too much of a coincedence that EVERY parcel I ordered from different companies got lost. Any suggestions of what else to do are more than welcome.

Doc_N

Helix wrote: »

I think the Amazon problems are more to do with Amazon. Something is up with them and they won't admit it. Things I order from elsewhere come through the next day fine yet my Amazon stuff I'm left waiting for.

I'm reaching the same conclusion myself. There's something badly wrong with Amazon at the moment, but they won't admit it.

Flyboy152

nat_kate wrote: »

I recently orderd a few items from M and M direct. As Hermes being their prefered courier i still awaite my parcel nearly a month later. We live in a block of flats three stories up,with a security entrance,and fully functioning trade button.
After two weeks of placing the order my other half rang up M and M to see whereabouts the order was in the system,they said they would contact the courier.
Having looked online they claimed they had delivered at the following times
DateTimeStatus
30/12/2010 13:28 Courier Received
29/12/2010 04:19 Out For Delivery
28/12/2010 16:08 Carried Forward
23/12/2010 22:18 Processed at Depot
23/12/2010 22:15 Receipt at Depot
17/12/2010 12:15 Not Delivered - Access Problem
17/12/2010 09:59 Out For Delivery
10/12/2010 01:38 Processed at Depot
09/12/2010 22:39 Receipt at Depot
09/12/2010 02:17 Hub Sorter Receipt Scan
08/12/2010 09:25 Order Generated

They left no 'we called but you were out' chit. Did they even make it to our front door? Everytime they claim to have attempted delivery we have been in and have even received other parcels from other companies including on the day they stated they had access problems!! The last delivery date states its been received,however we still have no parcel....
I think Santa Claus himself would be disgusted!!

I helped out a friend, who is a Hermes courier, last year, for two weeks, whilst he was in hospital. This was one of the pains that I experienced whilst doing doing the job. If the address, or instructions are not clear, it is almost impossible to find the address; blocks of flats being among the worst. The trade buttons rarely worked and if it was a complex of flats, finding the right building was extremely difficult.

Then there was the arrogant beggars who couldn't be bothered to put the names of their houses where they could be plainly seen. It can take up to twenty minutes, sometimes even longer, to find a house on a long road, especially if they haven't bothered to display the name where it can be seen. On several occasions I would mention this to householders, but a get a curt reply, such as, "what do you want me to do about?" or, "there's the name there" and it would be attached to the garage at the end of a fifty yard driveway, old and dirty and about four inches high and behind an overgrown tree, or they would have parked their huge four wheel drives in front of it. You can forget it after dark as well. Now, twenty minutes to some my not be a long time, but when they get paid sixty pence to deliver a parcel, it works out at one pound eighty an hour.

One person I called on, whom I took several attempts to find (I eventually found them after asking some neighbours), said the reason why they didn't display the name of the house anywhere was so that no would know they were there?????? I asked about how they expected to get deliveries and the answer was, "well that is a bit of a problem." The weirdest one was when I had an address of a house name and the name of the village. Fortunately there was a phone number so I called the woman. I asked what road she lived on but she would only give me the name of the village, saying that "well everyone knows where we are and the road has no name." I then asked what was the nearest road (so that I could put it into the satellite navigation) and she insisted that there was none. :eek:

Flyboy152

mummys_little_helpers wrote: »

Posted on here a few weeks back regarding awaiting 4 parcels from various online retailers from the 3rd of December. I have been refunded for all 4 parcels now as they have been lost in transit. Bolloks someone is at it. I was refunded a total of £183 which is fair enough but my main worry is that these parcels have receipts with my details including customer numbers and bank details and I am not happy that they have not been more carefull with my details. Contacted Hermes and I spoke to the most rude and obnoxious "lady" I have ever spoke to in my life. Basically she said she will not deal with me as I need to do it through the companies I ordered from and when I explained that they had refunded and I was more concerned about my details lying in someones garage her response was " you have been refunded, you have not lost any money what more do you want" EXCUSE ME I want my parcels delivered with my details so rude. I am now going to have to email the companies and tell them I still want these parcels chased up as I do believe they were not "lost" too much of a coincedence that EVERY parcel I ordered from different companies got lost. Any suggestions of what else to do are more than welcome.

Your bank details wouldn't have been on any invoices. Your customer number and address would have been on the manifest anyway, whether you parcel was delivered or not. What has led you to your conclusion that your parcels were not "lost?" It is entirely possible that your consignment ended up in the wrong depot.

mummys_little_helpers

Flyboy152 wrote: »

Your bank details wouldn't have been on any invoices. Your customer number and address would have been on the manifest anyway, whether you parcel was delivered or not. What has led you to your conclusion that your parcels were not "lost?" It is entirely possible that your consignment ended up in the wrong depot.

Hi
what I meant by bank details was on invoices it shows the last 4 digits or so but not all companies do it the same and as i ordered a from various companies there is a possibility that some have used the last 4 or so digits and others have used the first four digits so another few digits to find and thats my card number. I have came to the conclusion that they are not "lost" as I find it highly unlikely that ALL my parcels can be lost in transit. I mean the earliest was from the 3rd of december right up to christmas eve so these would have all been shipped out on different trucks. I am more annoyed about the fact that there is stuff I could buying at the moment for my daughters birthdays at the end of next month but I refuse to use companies who will use hermes to deliver because of all this. If hermes had contacted the companies I had ordered from or at least contacted me and let me know they are in a warehouse but finding it hard to get them to me then fine I would have known I would have eventually got them but I just think they are to quick to say "lost in transit!".

Flyboy152

mummys_little_helpers wrote: »

Hi
what I meant by bank details was on invoices it shows the last 4 digits or so but not all companies do it the same and as i ordered a from various companies there is a possibility that some have used the last 4 or so digits and others have used the first four digits so another few digits to find and thats my card number. I have came to the conclusion that they are not "lost" as I find it highly unlikely that ALL my parcels can be lost in transit. I mean the earliest was from the 3rd of december right up to christmas eve so these would have all been shipped out on different trucks. I am more annoyed about the fact that there is stuff I could buying at the moment for my daughters birthdays at the end of next month but I refuse to use companies who will use hermes to deliver because of all this. If hermes had contacted the companies I had ordered from or at least contacted me and let me know they are in a warehouse but finding it hard to get them to me then fine I would have known I would have eventually got them but I just think they are to quick to say "lost in transit!".

First of all, your bank details are not enclosed on invoices and delivery notes; I have never, ever, seen this. Secondly, although it is unusual for that many packages to go missing, it is not unheard of. There are a number of different factors that affect the delivery of goods to anywhere and one of those I have mentioned earlier. Another could be that your address has anomalies, which re-directs your consignments to elsewhere. All courier companies have the same issues, as regards addresses and locations and are not specific to Hermes. Don't forget it was Christmas, volumes had increased by ten fold over November and December, so the issues would have been compounded by a similar factor.

By refusing to deal with companies that use a particular carrier, is foolhardy to say the least. You will restrict your purchasing choices to a narrow band of retailers, who, for example, use only The Royal Mail, which of course has its own sets of problems. Now, I am not saying that your grievances are genuine, it is an awful state of affairs to lose that many parcels, but the problem may not lay solely with Hermes, it may very well be compounded by the retailer not providing enough information to the courier, as well as possible mistakes when ordering the goods; not giving sufficient address details, being one of the most common, or not being in at the time of delivery, being another. Access issues to your home address, anomalous post codes not being accepted by satellite navigation systems as well, can affect safe and timely delivery. But then, it could also have been someone at the courier's depot, who has pilfered the items, but that can and does happen everywhere.

If you have concerns relating to retailers enclosing too much information on invoicing, then the issue is with them and not the carrier. The couriers are only one part of a process, where so many things can go wrong and they would not be the only people who would be able to access that information, if it was actually there. If you were going to exclude anyone from the purchasing process, because of disclosing too much data, it should be the retailer themselves; cutting the problem off at the source.

DoctorBob

Yet another Hermes problem. Ordered from Play.com on 3rd December. They finally dispatch on 17th to Hermes. On the Heremes site the tracking number said "Order Generated", 18th Dec, 00:30 ...

Nothing has come yet, and today, I have asked for my money back from play.com, under their 21 day rule. Now the Hermes tracking says it does not know the tracking number.

This was an Xbox game for Xmas, readily available in every shop you can mention, just used play.com for convenience coz I was buying some Blu-Rays as well. Thank you Hermes for wrecking a nice Xmas for a certain lad.

As usual no way to get in contact with them, and an email simply says talk to your supplier (who of course, say use the tracking site of the courier to see what's going on!!)

No attempt at delivery, I checked every day on the tracking site and it never ever said anything other than "Order generated".

Simply useless, and I also know of others locally who have also ordered from play.com, dispatched to Hermes, and have not got their goods. Consequently, none of us or our extended families will buy from play.com, so Hermes have lost them 20 or so regular customers.

Play.com should look at their returns and cancelled orders - I suspect Hermes will figure highly in the "I have not received my goods" category. It would be a good idea for them to look into a better courier as Hermes is only going to lose them more and more business.

Will play.com care - I doubt it ...

Will Hermes care - no, why should they.

DB




Thanks you Hermes