Problem with Hermes Delivery Services

Miroslav

They are phoning Courier and getting back to me.

Flyboy152

Miroslav wrote: »

They are phoning Courier and getting back to me.

:cool:
......

Miroslav

Unlikely to be out until tomorrow morning. It seems my message to have it delivered this morning, wasn't forwarded to the Courier.

Will give it one last go tomorrow morning, then i'll have to think about what to do next. I was surprised Hermes called me back, having had problems in the past with people returning my calls.

Wafferty

haughmillkennels wrote: »

after a bit of detective work I got hold of a number for Hermes customer services.
I had to register with them, as if I wanted to use their services!
Then I went to contact and it has the elusive contact number

HERE IT IS:

0871 246 1583

The girl I got was really helpful and I only had to wait about 10 seconds to speak to a human.
You do need your tracking number, which you will get from the original purchase company.
Hope this helps people

Well there's certainly alot of negative reports for Hermes. Got to say however, if you are a customer in the Rotherham area you might have a different view. We appear very respected (couriers). I am a courier and have many, many customers that are on first name terms. Never have any real complaints (just an odd grumble if I wake them up). Had the occasional theft from a "safe" place, but mainly everyone seems very happy with the service. If you visit ANY blog you will always find "complaints" about ANY company in ANY industry. At the end of the day it's down to the courier (once the parcel is on his vehicle)......there are bad couriers and good couriers, just like there are bad drivers and good drivers. I think Hermes are as good, if not better than most Home Delivery Companies....but they are only as good as the courier! My only negative comment is that we (the couriers) should be represented in someway, we have not received a Pay rise (that's per parcel) for MANY years, I believe going on for two decades ...Now that IS out of order!!

dreamsofpavement

I, myself, have been having huge problems with Hermes this week.

Last week, they attempted delivery of my ASOS parcel three times. Only the last time did they leave a card, so I rang up the number and left a message stating I would be at work this week on Mon and Tue but I would be in on Wed and Thu.

However, it appears they had completely ignored my message and attempted redelivery On Monday and Tuesday anyway, despite me clearly stating they should not waste their time in doing so!

I emailed ASOS, who forwarded me a reply off Hermes:
"The courier has attempted to deliver this parcel 5 times already, the couriers only have to attempt delivery 3 times before they send the parcel back, we need an alternative delivery address where the parcel can be delivered or confirmation that the customer is definitely going to be in for the next delivery."

This really peeved me off, don't they understand that most people are at work/uni/college/etc during their delivery hours?!

I really don't get how they attempt redelivery without leaving a card (they only left a card once in the five attempts they made) and asking the customer what days suit them... surely this would work better as they're not wasting their time?

I'm not really sure what to do now... complain to ASOS or Trading Standards or something?

Lottie-B

dreamsofpavement wrote: »

This really peeved me off, don't they understand that most people are at work/uni/college/etc during their delivery hours?!

If you know you're not in most of the time when a courier is likely to attempt delivery, why haven't you suggested a safe place/neighbour your parcel can be left with? :huh: :wall:

So far your poor courier who you say you want to report to trading standards has been paid nothing for the 5 attempts and will only probably get 45p if they finally do succeed in getting the parcel to you.

Why the courier didn't take note of your message I don't know.

Lottie-B

Wafferty wrote: »

Got to say however, if you are a customer in the Rotherham area you might have a different view. We appear very respected (couriers). I am a courier and have many, many customers that are on first name terms.

There are many excellent couriers who work for Hermes - I used to be one of them too. Unfortunately, just having decent couriers in some areas doesn't make the whole infrastructure unsinkable. There are too many holes which let it down, along with couriers who don't try their best.

I've never risked using C2C for that reason. I can trust my courier, but looking at the state of most of the boxes I used to have to deliver I can only wonder at what goes on in warehouses and those who load/unload lorries.

I agree entirely about the pay/conditions - it's the reason I left.
I have never been spoken to in any of the professions I've worked in as badly as I was spoken to by the local Field Manager who was a complete @rse.

dreamsofpavement

Lottie-B wrote: »

So far your poor courier who you say you want to report to trading standards has been paid nothing for the 5 attempts and will only probably get 45p if they finally do succeed in getting the parcel to you.

Why the courier didn't take note of your message I don't know.

This isn't my fault they tried five times, I did leave a message saying DO NOT attempt on Mon and Tue so he didn't have to waste a trip, but he did so anyway.

I don't have a safe place or neighbour to leave the parcel with because I live in a rough terraced street where I don't have a back gate or nice neighbours who would be willing to take in my parcel. Ohter family members or friends who live in surrounding areas also work 9-5 so that wouldn't work either.

I am just confused why they don't have a system where you can say when is a suitable time for redelivery, I can understand why they attempted the first few times, but the last two times I did tell them not to bother on those days. I took time off work to wait on today as I thought the message was clear enough, but obviously not.

And I don't plan to take the guy himself to trading standards, I don't even know his name, but I feel the company itself and the way it trades is rather secretive and strange.

Miroslav

Still don't have my parcel

Last thing on the tracking
Date Time Status
19/01/2011 05:00 Out For Delivery

I'm not expecting them here tonight

Contacted Top Man again (company purchasing from) and they are now contacting Hermes to see what the problem is.

Lottie-B

dreamsofpavement wrote: »

I don't have a safe place or neighbour to leave the parcel with because I live in a rough terraced street where I don't have a back gate or nice neighbours who would be willing to take in my parcel. Ohter family members or friends who live in surrounding areas also work 9-5 so that wouldn't work either.

I am just confused why they don't have a system where you can say when is a suitable time for redelivery.

COST????

Imagine this - you are a courier. You get paid 50p for each parcel you deliver. Your round is a 10 mile return trip from where you live - and from that point, a minimum of 25 miles (assuming you don't have to backtrack once and all the timed deliveries just happen to be in the right order)

You are also a single parent of 4 children between the ages of 3 and 12 that need feeding, clothing and taking to/from school as you can't afford a childminder.

You have several people who demand their parcels redelivered at the following times:
(you have 40 parcels in all so an expected GROSS income of £20 for the day...BEFORE expenses and bear in mind you've already been to all the addresses below once already - for FREEEE!)

7.45am, 8am, 8:50am, 9:30am, 11am, 11:30am, 1:30pm, 2:45pm, 3:30pm, 3:45pm, 4:30pm, 5:45pm, 6:45pm, 7:15pm, 8pm, 9pm.

You have to collect your parcels from a subdepot at 8am and it takes you 20 minutes.

How do you achieve all that, make a profit and be a parent to your kids? On the paltry wages Hermes pay, you cannot have customers dictating the times they want their parcels! Name me one delivery company that will do this for the P and P rate you have paid?

The only way a Hermes courier can do this sort of a job is to ignore timings and deliver in the round order most economical to them, within the time constraints of their lifestyle (children) and any other part time work that they have to do in order to pay the bills. £20 a day is not a living wage and so you are wrong to expect the earth for such low remuneration.