Problem with Hermes Delivery Services

hawkeye2440

im sorry the way you have been treated, I do some work for hermes, I take i pride in my work and try to deliver parcels next day and so do many others with a smile and chaerflly in all weathers. if you get poor service please use thee 0800 174 904 and tell them about it. they give people like me a bad name. i cover a lot of areas when people are off and do give a better service than they sometimes normally get. but I give the service that I would want myself. so do complain if you dont get that service because thats what you pay for.

Peter138

Hi everyone. Im sure there are great employees at the company, and people are just bad mouthing them on here due to non frequent bad experiences im sure. I currently have a parcel in transit with Hermes and i would like to ask a few questions if i may:

1. The tracking number i have has the last log entry is from today at 8AM, which says "Courier recieved". Does this mean i can expect my parcel today?


2. Unfortunately im a single father, and i work in the local hospital 9-6 Monday to Saturday so bar a miracle i am not going to be in when the courier arrives. I live in an apartment building and i have left my contact number on my letterbox for the courier to contact me if he arrives and im not there. What happens with packages that are delivered when the person is not in? If it was Royal Mail i would just go to my local Post Office and pick up my package, but i have a feeling this will not be the case with Hermes.


Id appreciate any information anyone can offer, as ive never used this company before. Thanks!

unholyangel

Depends on how they operate.

One of my mates did it for a home shopping network while he was younger and if he didnt get an answer he left a calling card and would try again the next day as he had a specific area assigned to him, so he would be in the neighbourhood anyway.

unless of course the person called him, then he would double check when they would be available.

bcl999

I've not read all the way through this thread but I just wanted to say that I have found deliveries from Debenhams who use Hermes in my area to be excellent. Last order was placed Friday afternoon and delivered just after midday Saturday (and I used the free delivery code from the Discount forum).

With regards to Peter138's question - I have found that it arrives the same day when it shows "Courier received". Can't help with your other question as there is always somebody about at my place to accept deliveries.

egglady43

I used to be a courier for this company here in Devon until the manager said one Thursday I am taking your round away but I did not realize that he had already given my job to someone else and my customers were very upset.
The honest truth is Hermes treats it's couriers so bad, for example the parcel lorry arrives at anytime from 11.30-13.00 with parcels, some couriers get more money per parcel than others for the same work, and Next who really run Hermes will for example will call you in the evening say 7pm when you have finished and you are relaxing with a beer and they will ask you to redeliver a parcel to a customer 15 miles away and expect you to drink drive!!!! appauling!!!
My advice would be if you can avoid them you should because I see the state that the depot sends them to us and we are so embarressed we send them back so the customer has a delay but it,s so damaged/wet/or stood on/or beer spilt on it.

Mind_Overload

I have ordered something from House of Fraser and had a email at 730 this morning saying it will be delivered today, when i click on the link they sent me i get this information:

Date Time Status 24/08/2010 10:06 Not Delivered - Address Query 24/08/2010 08:11 Courier Received 24/08/2010 06:24 Out For Delivery 23/08/2010 22:03 Processed at Depot 22/08/2010 18:05 Hub Sorter Receipt Scan 20/08/2010 23:13 Order Generated

So House of Fraser say its out, but Hermes say they have an address query ( Not sure how as i live in a built up area near Heathrow), i ring Hermes and the women refused to help me because im not their customer, House of Fraser are and have to contact them, what a complete idiot.
Found out to ring House of Fraser costs a flat fee of 1.50, why should i have to spend more money?
Now im going to have to sit in all on the off chance it might come.

In conclusion, Hermes are a JOKE of a company

custardy

marcus-darkus wrote: »

I have ordered something from House of Fraser and had a email at 730 this morning saying it will be delivered today, when i click on the link they sent me i get this information:

Date Time Status 24/08/2010 10:06 Not Delivered - Address Query 24/08/2010 08:11 Courier Received 24/08/2010 06:24 Out For Delivery 23/08/2010 22:03 Processed at Depot 22/08/2010 18:05 Hub Sorter Receipt Scan 20/08/2010 23:13 Order Generated

So House of Fraser say its out, but Hermes say they have an address query ( Not sure how as i live in a built up area near Heathrow), i ring Hermes and the women refused to help me because im not their customer, House of Fraser are and have to contact them, what a complete idiot.
Found out to ring House of Fraser costs a flat fee of 1.50, why should i have to spend more money?
Now im going to have to sit in all on the off chance it might come.

In conclusion, Hermes are a JOKE of a company

you dont even know the query.
it could be House of Fraser have misprinted your address
these companies are cheap and as such do so by running tight margins
thats why they dont have big call centres
vote with your money

Berger

Hermes have three times delivered items from La Redoute for my partner. Each time they have left a card, and thrown the parcel over the "Sidegate" as they refer to it on the card. No courier telephone number, just the 0871 on the card. Certainly the last time time they came, I was in, and no-one knocked at the door, I found the card on the doormat when I went past to the kitchen.

The "Sidegate" they refer to belongs to my neighbour. Luckily I get on with him. Unluckily they "delivered" on a Sat morning, and he had gone away for the Bank Holiday weekend. So it has now sat there for 3 days in his garden (I can see it from upstairs, as can anyone else having a look).

A) How is it ok to keep leaving things over a "sidegate" without the sidegate owners' permission?
How is it ok to throw items over a 6 foot gate anyway?!
C) Why not just leave me your phone number, and a) I can be in to collect the item (as I was anyway), and b) we can discuss that the "sidegate" doesn't belong to me.

So I emailed Hermes. I also emailed La Redoute.

Hermes:

"Thankyou for your email.

We are sorry that you are having problems with delivery of your parcels.

If you have logged your complaint with La Redoute, then this will be dealt with directly through them.

However, we are unable to give out courier telephone numbers, so I have passed on this email to the relevant field manager for her to then deal with this accordingly.

Kind regards, "

They can't give out courier telephone numbers. So I can't address the ongoing issue with a simple conversation. I replied 2 days ago that it was a shambles and I want the field manager to contact me. Silence...

La Redoute are 4 days & counting without responding to the complaint (admittedly 3 were the BH weekend).

I have asked my partner to stop using La Redoute until this is resolved, although she is reluctant to do this because she likes their clothes, and they give lots of discount vouchers....:(

From my experience, the only way to make Hermes do anything it is to stop using their clients until they go out of business. To avoid this, Hermes need to use better people. I'm sure there are good couriers out there. Ours isn't one of them.

I doubt La Redoute will care, unless we claim for the parcel as undelivered. We could easily do this, even if we manage to collect it eventually from the neighbour. I'm not dishonest, so I won't, but it would at least hit them where it hurts...hmmm...

Berger

PS I would encourage people to always check who the delivery company is - personally if it turns out to be Hermes, it would stop me ordering in the first place.

custardy

Berger wrote: »

Hermes have three times delivered items from La Redoute for my partner. Each time they have left a card, and thrown the parcel over the "Sidegate" as they refer to it on the card. No courier telephone number, just the 0871 on the card. Certainly the last time time they came, I was in, and no-one knocked at the door, I found the card on the doormat when I went past to the kitchen.

The "Sidegate" they refer to belongs to my neighbour. Luckily I get on with him. Unluckily they "delivered" on a Sat morning, and he had gone away for the Bank Holiday weekend. So it has now sat there for 3 days in his garden (I can see it from upstairs, as can anyone else having a look).

A) How is it ok to keep leaving things over a "sidegate" without the sidegate owners' permission?
How is it ok to throw items over a 6 foot gate anyway?!
C) Why not just leave me your phone number, and a) I can be in to collect the item (as I was anyway), and b) we can discuss that the "sidegate" doesn't belong to me.

time and money.the courier is getting 45p for that delivery.they want rid of it ASAP
they put it over the sidegate the first time and it was fine.
so now they see that as an easy and quick drop off point.

So I emailed Hermes. I also emailed La Redoute.

Hermes:

"Thankyou for your email.

We are sorry that you are having problems with delivery of your parcels.

If you have logged your complaint with La Redoute, then this will be dealt with directly through them.

However, we are unable to give out courier telephone numbers, so I have passed on this email to the relevant field manager for her to then deal with this accordingly.

Kind regards, "

They can't give out courier telephone numbers. So I can't address the ongoing issue with a simple conversation. I replied 2 days ago that it was a shambles and I want the field manager to contact me. Silence...

they are a cheap service.their customer is La Redoute. they may have negotiated a contract where they are instructed to 'get rid' of the packet any way they can.if they were required to wait for signatures/redeliver then this would be a more expensive contract for La Redoute.
La Redoute are 4 days & counting without responding to the complaint (admittedly 3 were the BH weekend).

I have asked my partner to stop using La Redoute until this is resolved, although she is reluctant to do this because she likes their clothes, and they give lots of discount vouchers....:(

From my experience, the only way to make Hermes do anything it is to stop using their clients until they go out of business. To avoid this, Hermes need to use better people. I'm sure there are good couriers out there. Ours isn't one of them.

@ 45p an item the 'staff' (they are self employed) need to deliver as many packages in as little time as possible

I doubt La Redoute will care, unless we claim for the parcel as undelivered. We could easily do this, even if we manage to collect it eventually from the neighbour. I'm not dishonest, so I won't, but it would at least hit them where it hurts...hmmm...

as said only voting with your wallet and letting companies know why will bring around any changes.