Problem with Hermes Delivery Services

Flyboy152

visadeath wrote: »

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.

Why would you automatically trust the retailer? I am pretty sure that the courier wouldn't have taken up space in their car and drive to your home, just to have it refused when they got to your address.

Flyboy152

Snoopyuk wrote: »

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.

I very much doubt there was any guarantee of a collection time and date.

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.

Yodel use self-employed couriers as well as Hermes. These couriers are also owner/drivers. Why is that an issue anyway?

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.

But you have no contractural connection with Hermes. Your contract is with your supplier.

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!

How many do you think they should have? There was a report this week revealing that current volumes have exceeded all expectations.

Flyboy152

concerned_of_Yorkshire wrote: »

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

Does have your house have a name instead of a number? Is it tucked away where it might be difficult to see? Do you have a number, but have used your house name instead?

How have you established that the postcode is the issue?

visadeath

Flyboy152 wrote: »

Why would you automatically trust the retailer? I am pretty sure that the courier wouldn't have taken up space in their car and drive to your home, just to have it refused when they got to your address.

You have to trust the retailer as the contract is with them not the courier company, and the only contact was via the retailer. I would assume that a retailer would cancel the service and obtain a refund for the service part not required rather than have to pay for a not needed delivery and then a extra pickup.

arcon5

visadeath wrote: »

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.

not heard of this... what is it? can't find it on their website either.............

visadeath

arcon5 wrote: »

not heard of this... what is it? can't find it on their website either.............

hermes-europe.co.uk/news.html#news3


I was thinking it would be helpful, but have any retailers used it?

Flyboy152

visadeath wrote: »

You have to trust the retailer as the contract is with them not the courier company, and the only contact was via the retailer. I would assume that a retailer would cancel the service and obtain a refund for the service part not required rather than have to pay for a not needed delivery and then a extra pickup.

But, your parcels were delivered. So, I would have thought the more logical answer would be that your supplier did not communicate with the courier.

arcon5

visadeath wrote: »

hermes-europe.co.uk/news.html#news3


I was thinking it would be helpful, but have any retailers used it?

Thats actually quite interesting! I imagine would be very popular for valuable items.

The only problem I see is the fact it doesn't resolve the current issues mentioned in this thread -- it merely reduces/prevents fraudulent claims by customers to retailers. It doesn't reduce the number of missing parcels or those that turn up late.

But other than that, it seems like a potentially excellent system.

visadeath

Flyboy152 wrote: »

But, your parcels were delivered. So, I would have thought the more logical answer would be that your supplier did not communicate with the courier.

My parcels were not delivered, they were just left on the street...in a bin, delivered is when a courier hands me my parcels or informs me to rearrange on a certain day or collect from depot.

In this case it might be the retailer not communicating it might be the courier not communicating with the retailer, but I can only go on my previous experience with the retailer and other courrier companies, that had manage to follow the instructions that the retailer gave.

~Chameleon~

arcon5 wrote: »

Thats actually quite interesting! I imagine would be very popular for valuable items.

The only problem I see is the fact it doesn't resolve the current issues mentioned in this thread -- it merely reduces/prevents fraudulent claims by customers to retailers. It doesn't reduce the number of missing parcels or those that turn up late.

But other than that, it seems like a potentially excellent system.

It also stops couriers claiming parcels have been "signed for by customers" when they clearly haven't, so I'm all in favour of a PIN code system :T