Problem with Hermes Delivery Services

rabidbun

Am on ten days now for a Debenhams order that should have been four days. Apparently they came to the house today to deliver around an hour ago. It seems that whoever drives the van is invisible and the van itself has that super cool new substance painted on it that renders it impossible to see. Apparently I lose the order and get refunded if they "try" three times with no success. Amusingly they've got two orders to do, one of which has never gotten onto a truck, according to the website.

I won't find out now until the middle of next week what is happening with the orders. /sigh

Depressingly the Hermes lady that they use for smaller orders is great, but these are both large enough to need a van delivery.

Padz_2

Haven't waded through all these pages but I recently ordered from Land's End. They use Hermes. I tracked my parcel and it said 'out for delivery'. With any other courier that means it will be delivered that day. With Hermes it means that it can still take another 2 to 3 days according to the Land's End Rep who replied to my email.

Very confusing - I will order from LE again as their stuff is good but I now know you can't trust their courier's tracking system.

Julia_Me

I wanted to share my pain. I am now having my 5th bad experience with Hermes:

- 2 orders were completely 'lost' by Hermes.
- A DP order was lost but finally arrived 4 weeks after my order. I had aleady had a refund by then so had to go through the inconvenience of returning it. It was left on my doorstep so I did not even have the choice to refuse delivery!
- a Next delivery last week was guaranteed on Saturday and did not turn up meaning that I wasted the whole day waiting in for it. I cancelled the order.
- a Debenhams order which Hermes have now had since 20th January but only went out for delivery today (oh and it hasn't turned up by the way). I'm thinking of cancelling this order too!

Each time I complain to a retailer about Hermes they sigh sympathetically but don't seem to actually do anything. Hermes do not seem to have any accountability. I am now thinking that the only way to try and persuade retailers not to use Hermes is to boycott the companies that use them. I suspect that they are much cheaper than other couriers but this is at great detriment to their customers. My heart sinks when I shop with a new company for the first time and then find out that they use Hermes and I would like to compile a full list of all of the retailers that use them so that I can boycott them. The ones I know about are Arcadia (Topshop, Dorothy Perkins etc), Next and Debenhams. Hopefully, the more that we complain and boycott, the more likely it is to get a result!

Surely anything's worth a try...!

Flyboy152

Julia_Me wrote: »

I wanted to share my pain. I am now having my 5th bad experience with Hermes:

- 2 orders were completely 'lost' by Hermes.
- A DP order was lost but finally arrived 4 weeks after my order. I had aleady had a refund by then so had to go through the inconvenience of returning it. It was left on my doorstep so I did not even have the choice to refuse delivery!
- a Next delivery last week was guaranteed on Saturday and did not turn up meaning that I wasted the whole day waiting in for it. I cancelled the order.
- a Debenhams order which Hermes have now had since 20th January but only went out for delivery today (oh and it hasn't turned up by the way). I'm thinking of cancelling this order too!

Each time I complain to a retailer about Hermes they sigh sympathetically but don't seem to actually do anything. Hermes do not seem to have any accountability. I am now thinking that the only way to try and persuade retailers not to use Hermes is to boycott the companies that use them. I suspect that they are much cheaper than other couriers but this is at great detriment to their customers. My heart sinks when I shop with a new company for the first time and then find out that they use Hermes and I would like to compile a full list of all of the retailers that use them so that I can boycott them. The ones I know about are Arcadia (Topshop, Dorothy Perkins etc), Next and Debenhams. Hopefully, the more that we complain and boycott, the more likely it is to get a result!

Surely anything's worth a try...!

One of the most common reasons for a delayed delivery is difficult addresses. Does your address have restricted access, is the address likely to have any ambiguity? Do you live in a block of flats, new development or a house wth a name, rather than a number? You may not think your home is difficult to find, because you see it everyday, but to the untrained eye, it may not be as obvious as you might think. Have a thought for a courier who earns forty-five pence to deliver your parcel; twenty minutes searching for your house, will mean he/she earns one pound thirty-five pence an hour. They cannot afford to keep searching.

Boycotting retailers who use Hermes is not going to make much of a difference. Hermes is one the largest home delivery companies in the UK and other couriers really are not going to be very much better.

b1505

I am becoming increasingly frustrated with Hermes. My parcel has been "out for delivery" everyday since the 21st but the tracker keeps deleting the days so it looks like it's only been out for delivery a couple of times. I've tried contacting Hermes directly only to receive an automatic reply saying "we apologise but are unable to deal directly with you regarding your parcel enquiry. Please contact the company with whom you placed your order".
I have contacted House of Fraser and they say they're contacting Hermes about it but I don't understand why we cannot contact Hermes directly? If they have the parcel and it is going out for delivery then surely it's their problem and nothing House of Fraser can change.
I've never had any problem with any other delivery company and I order a lot of things online.

Flyboy152

b1505 wrote: »

I am becoming increasingly frustrated with Hermes. My parcel has been "out for delivery" everyday since the 21st but the tracker keeps deleting the days so it looks like it's only been out for delivery a couple of times. I've tried contacting Hermes directly only to receive an automatic reply saying "we apologise but are unable to deal directly with you regarding your parcel enquiry. Please contact the company with whom you placed your order".
I have contacted House of Fraser and they say they're contacting Hermes about it but I don't understand why we cannot contact Hermes directly? If they have the parcel and it is going out for delivery then surely it's their problem and nothing House of Fraser can change.
I've never had any problem with any other delivery company and I order a lot of things online.

Because Hermes work for The House Fraser and not you. Your contract is with The House Fraser, so your only recourse is through them, I'm afraid.

dtcarefree

My parcel from play.com is meant to be on a 2-day service.

My stats so far:

Date Time Status 28/01/2011 08:49 Not Received by Courier 28/01/2011 04:02 Out For Delivery 27/01/2011 22:00 Processed at Depot 27/01/2011 21:57 Receipt at Depot 26/01/2011 21:50 Hub Sorter Receipt Scan 26/01/2011 21:50 Missing Pre-Advice


'Not Received by Courier' ... so it's been sitting in their poxy depot for the last 4 days, gathering dust. Sent several emails, but just get the automated reply that they don't deal with customers directly. I can't enquire with Play as they won't do anything until 3 weeks have passed.

I am fuming.

Flyboy152

dtcarefree wrote: »

My parcel from play.com is meant to be on a 2-day service.

My stats so far:

Date Time Status 28/01/2011 08:49 Not Received by Courier 28/01/2011 04:02 Out For Delivery 27/01/2011 22:00 Processed at Depot 27/01/2011 21:57 Receipt at Depot 26/01/2011 21:50 Hub Sorter Receipt Scan 26/01/2011 21:50 Missing Pre-Advice


'Not Received by Courier' ... so it's been sitting in their poxy depot for the last 4 days, gathering dust. Sent several emails, but just get the automated reply that they don't deal with customers directly. I can't enquire with Play as they won't do anything until 3 weeks have passed.

I am fuming.

It's possible that play.com have misdirected it, or the address details are insufficient.

dtcarefree

Well, it is not my address details as I included my full address in the delivery details.

Even if Play have misdirected it, I still have to wait 3 weeks before they can tell me what the hell is going on.

Either way, Hermes had it 'out for delivery' and the courier failed to collect it from the depot. And this is meant to be a 2-day service!:mad:

Flyboy152

dtcarefree wrote: »

Well, it is not my address details as I included my full address in the delivery details.

Even if Play have misdirected it, I still have to wait 3 weeks before they can tell me what the hell is going on.

Either way, Hermes had it 'out for delivery' and the courier failed to collect it from the depot. And this is meant to be a 2-day service!:mad:

If play.com won't deal with it until then, that is their issue, not Hermes's. You need to take that up with them. Unless it is too large for a car (I don't think play.com do anything that big), the couriers don't collect from a depot, the parcels are delivered to them. If it was for collection, it may not have been available for the driver to put in his van/car. If the information on the address data is not clear enough (that may be play.com's fault), that may delay the parcel at the depot, until clarification can be obtained. It could be that play.com have not keyed the two day service commitment into the system for that parcel.