Problem with Hermes Delivery Services

~Chameleon~

candystripedlegs wrote: »

Yeah cheers, I can tell the time Just wondered so I know what time I can actually leave the house... guess I'm stuck in all night then!

I was told up to 9pm by the local one here but the one previous to her would never deliver outside of school hours so 3pm was her latest drop! It's pot luck I'm afraid!

candystripedlegs

9pm??? Jeez!

I did just ring them and the woman on the phone said she had no idea how late it could be, and that it might not even be tonight. When I explained I'd already had to reschedule it as this is my day off she called the courier and said he would try to deliver it tonight... annoyed! :mad:

Flyboy152

candystripedlegs wrote: »

9pm??? Jeez!

I did just ring them and the woman on the phone said she had no idea how late it could be, and that it might not even be tonight. When I explained I'd already had to reschedule it as this is my day off she called the courier and said he would try to deliver it tonight... annoyed! :mad:

Why?

With volumes apparently at unprecedented levels, being this close to Christmas, I hope you can appreciate the pressures they are under. I can imagine this job is not easy to do after dark.

The need for the signature comes from your supplier, not from Hermes.

candystripedlegs

I do understand that their volumes will increase this close to Christmas. That said, Christmas happens at the same time every year and they should be prepared for it, so it's not really an excuse.

Besides which, if you agree with a company for them to provide a service to you on a certain day, you expect them to keep that agreement and not fob you off with "oh, well, we'll try and do it today, but it probably will be tomorrow" and not even an apology.

It did turn up eventually... about 45 minutes after the courier had marked it as securely delivered on the tracker on their website.

arcon5

candystripedlegs wrote: »

I do understand that their volumes will increase this close to Christmas. That said, Christmas happens at the same time every year and they should be prepared for it, so it's not really an excuse.

Besides which, if you agree with a company for them to provide a service to you on a certain day, you expect them to keep that agreement and not fob you off with "oh, well, we'll try and do it today, but it probably will be tomorrow" and not even an apology.

It did turn up eventually... about 45 minutes after the courier had marked it as securely delivered on the tracker on their website.

they've already tried to deliver to you ahead of today -- but it wasn't convenient for you. Now you want them to drop everything, forget their route plan and the other hundreds of parcels to deliver your one.

candystripedlegs

arcon5 wrote: »

they've already tried to deliver to you ahead of today -- but it wasn't convenient for you. Now you want them to drop everything, forget their route plan and the other hundreds of parcels to deliver your one.

Woah, where did I say that?

I originally asked if anyone on here knew what time their latest delivery slot would be. Someone kindly told me it tends to vary. I called the company and my annoyance came from the fact that they had previously told me it'd be delivered today, but then changed their minds and said it probably wouldn't be.

So, er... hardly asking them to "drop everything"... just wanting them to keep their word. Which, as said in my previous post, they did in the end.

visadeath

Having been reading some of this thread I thought I would add my experience of Hermes.

So far I have encountered this company twice, once was positive and the other a negative.

My first encounter was a collection, this was arranged via a retailer for a certain day, and the agent arrived on the correct day, after 5pm but we were told that they could work till 8pm.

Got a receipt of sorts, a card and with the parcel number on it, I couldn't use the number to track the progress to the retailer, but if they hadn't got the parcel then it would have been something to tell them.

Now the second encounter was a delivery and this time it was not as good an experience. I had ordered two items, large and heavy, for delivery on a Saturday, I then stayed in all day, and I was also expecting another delivery from another company so I had planned to stay in all day. At this point I didn't know that Hermes was the carrier so when 6pm and no parcel arrived I started to get concerned so I contacted the retailer they tried to track the parcel but said they cannot get in contact with Hermes but delivery could happen until 8pm, I personally didn't think any courier would work until 8pm on a weekend, but I have to trust the retailer. When they had not arrived I then contacted the retailer on the next working day, told them the items had not arrived and I will be cancelling the order, wanting a refund, and refusing any attempt to deliver. The retailer was understanding and as the items were still not marked as out for delivery and still at the hub they would issue a refund for the items and told me that they would email the carrier and request return of the items.

The retailer did say that a signature would be required even if carrier does try and deliver you can just refuse at door step, or let the parcel timeout and then it would be returned automatically.

What happened was Hermes seemed to ignore the instructions from the retailer; I have to trust that the retailer did contact Hermes as they say would, and the parcels continued the merry way along the chain. 7 days after the parcels should have arrived I return home to find a note in my letter box, "Sorry I missed you" , I thought no problem, I will contact them and inform them not to waste time coming out again, just return the parcels to sender after all a signature is required and I most likely wouldn't be in.

I later on go to move my bins and notice that they seemed very heavy, they had just been emptied so I thought it was odd, I open the bins to find the two parcels, so much for needing a signature, I bring them inside and look at the tracking website to find that the delivery person had put "left in a secure location", I don't know what this persons idea of secure was but a bin on a street side isn't secure in my mind. I think as they were large and heavy they just wanted them out of the car or van to make space.

Overall I am torn, the pickup I had was faultless, but if the delivery is the standard experience then I would worry if I ever had a parcel sent by this carrier. I have never known a company leave items in bins, open to anyone.

On looking on Hermes website, I do like the idea of a 'Pin Code' rather than just a signature, this would really protect the seller / buyer and I would hope it would become standard on all carriers.

Snoopyuk

candystripedlegs wrote: »

9pm??? Jeez!

I did just ring them and the woman on the phone said she had no idea how late it could be, and that it might not even be tonight. When I explained I'd already had to reschedule it as this is my day off she called the courier and said he would try to deliver it tonight... annoyed! :mad:

I agree entirely about Hermes and yes it is very annoying. My partner and I recently had experience of these couriers ourselves a couple of months ago now so well before Christmas. My partner wanted to return an order with Debenhams (to whom we are still having ongoing issues but that is another story) who I phoned up to book the couriers for a Monday the following week to collect the item. I took the day off work and stayed in on Monday - no courier.

Then when no one was at home the next day to our surprise Hermes had tried to collect and put a card through the door. Saying they would try one more time the following morning. Hermes did turn up the following day but in the afternoon. Which comprised of a lady in an unmarked car. Unlike Yodel who use proper marked vans and who we have never had any problems with.

When I originally tried to phone Hermes on the number provided on their card to find out why no one had been on the Monday - I actually got an automated message which informed people to use My Hermes.co.uk or to call their retailer and promptly cut me off lol! I had a hell of a job finding a number to speak to a person.

Given the time of year as another poster pointed out Firms instead of making excuses about how busy they are should have enough staff/ couriers to deal with the Christmas rush it is as simple as that. When you take time off work needlessly believe me it is extremely annoying. There is no "why" about it!

concerned_of_Yorkshire

I have had endless trouble with Hermes who cannot find my address because they say my postcode is incorrect.

My postcode has been given to them correctly many times. It is accurate and valid, and is recognised by everyone inlcuding The Royal Mail, Google and Streetmap.co.uk Every other delivery company can find me - no trouble. The house is 7+ years old but I fear their satnav equipment is even older!

Every time they try and deliver items gets returned to sender.

Durrrr

mazza111

Date Time Status
09/12/2011 11:59 Signature From Customer
09/12/2011 10:11 Courier Received
09/12/2011 05:32 Out For Delivery To Courier
09/12/2011 05:00 Processed at Depot
09/12/2011 04:54 Out For Delivery

My tracking from today. I didn't know the parcel was coming today as the retailer didn't inform me, I wouldn't have been home as I had a medical appointment that couldn't be cancelled anyway. What I would like to know is, who has signed for the parcel. Checked with neighbours, no one there, Hermes won't even speak to me as I'm not their customer. The gits haven't even done their usual trick of leaving it in the bin (still can't believe they think the bin is a safe place) Now waiting for a form to come, so I can fill it out and get the order resent. Hoping this all gets done in time for xmas, it's one of the few things my DS has asked for this year. GRRRRRRRRRRRRRRRRRRRR