Hermes Delivery - Anybody else had issues with them?

bell123321

Hi,

Yesterday I missed a parcel sent from Simplybe via Hermes delivery. I received a slip informing me they would attempt to re-delivery this morning. So today I woke up at 5am and stayed up, as I did not want to miss my delivery. I have just logged onto simplybe and clicked the track my order and Hermes has changed its status from sent out for delivery, to re-attempt delivery (for another time). I have not left the house and have not received another 'Sorry I missed you' cards. I call simplybe who tell me they can't do anything for at least 10 days, and on the Hermes website it says they will not deal with you and you have to go straight to your retailer. I am just angry that whoever was suppose to deliver it has not attempted to deliver and have said they have, when they have not even left a slip saying they attempted. Rant over

arcon5

Doesn't that simply mean they are to re-attempt delivery and not delivery has been re-attempted?

Its Saturday & New Years Eve, therefore unlikely the courier is working. Their working days are classed as Mon-Fri inclusive.

bell123321

On my slip yesterday they should they would be re-delivering today before 12. Its the same status as yesterday when I missed the delivery with a time they attempted. The previous status is out for delivery which has now changed to courier to re-attempt (Which I got yesterday when I missed it):(

sheldonb14

bell123321 wrote: »

Hi,

Yesterday I missed a parcel sent from Simplybe via Hermes delivery. I received a slip informing me they would attempt to re-delivery this morning. So today I woke up at 5am and stayed up, as I did not want to miss my delivery. I have just logged onto simplybe and clicked the track my order and Hermes has changed its status from sent out for delivery, to re-attempt delivery (for another time). I have not left the house and have not received another 'Sorry I missed you' cards. I call simplybe who tell me they can't do anything for at least 10 days, and on the Hermes website it says they will not deal with you and you have to go straight to your retailer. I am just angry that whoever was suppose to deliver it has not attempted to deliver and have said they have, when they have not even left a slip saying they attempted. Rant over

You will get your parcel, but when it arrives will bear no resemblance to what their website says, or what the delivery schedule of your retailer states. I've waited in all day for Hermes, only for their website to state that a delivery had been attempted. It hadn't and no card left. The following day it was supposed to be re-attempted so I took no chances and not only waited in, but put a notice on the front door to state that I was definitely in. Again they allegedly attempted delivery without leaving a card or ringing the bell or apparently reading the notice on my door. I think they operate at the lower end of the courier market (though they seem to have some big names as their clients) and have little regard for customer service. There seems to be no customer service number for them and the retailer I had ordered from could only make contact with them by asking another department to send an email.

bobthedambuilder

I also had a "missed" delivery from Hermes before Christmas on a day when there was definitely somebody in the house all day. The weather was poor (snowing), and my guess is that the driver (probably a local subcontractor to Hermes) never got out of his cab, if he called at all. There was no missed delivery note through the door - the only way I found out was by logging on to the supplier's tracking system and finding the attempted delivery remark.

As you say Hermes won't deal with you directly, and my supplier (Amazon) similarly said I would need to wait some time before actioning a non-delivery complaint - not much good when your delivery is for a Christmas present. I would have gone and collected it at the local depot, not too far away, but that option wasn't available because of the foregoing.

As it happened, we did get the delivery some days later, when we were not in. and the driver posted a note to say that he'd left the package in a shelter round the back. I don't know why he didn't do that the first time, but then again ... (see above).

arcon5

sheldonb14 wrote: »

You will get your parcel, but when it arrives will bear no resemblance to what their website says, or what the delivery schedule of your retailer states. I've waited in all day for Hermes, only for their website to state that a delivery had been attempted. It hadn't and no card left. The following day it was supposed to be re-attempted so I took no chances and not only waited in, but put a notice on the front door to state that I was definitely in. Again they allegedly attempted delivery without leaving a card or ringing the bell or apparently reading the notice on my door. I think they operate at the lower end of the courier market (though they seem to have some big names as their clients) and have little regard for customer service. There seems to be no customer service number for them and the retailer I had ordered from could only make contact with them by asking another department to send an email.

They do -- their prices are about 40% lower than other couriers which reflects the service. When op gets the parcel depends when the driver can fit it in next, which in turn depends on what other deliveries are in ops area. They do have a customer service number, but the retailer is the customer so it's for them . The speed of their customer support though in my experience is excellent.

Honeydog

About 750,000 people had trouble with them over Christmas!!!

sheldonb14

arcon5 wrote: »

They do -- their prices are about 40% lower than other couriers which reflects the service. When op gets the parcel depends when the driver can fit it in next, which in turn depends on what other deliveries are in ops area. They do have a customer service number, but the retailer is the customer so it's for them . The speed of their customer support though in my experience is excellent.

I suppose few consumers care who is delivering their parcel until there is an issue which is why the retailer will just go for the cheapest option. This wont change until such time as a retailer's reputation on delivery is brought into question by bad press

arcon5

Honeydog wrote: »

About 750,000 people had trouble with them over Christmas!!!

That statistic alone is pretty much useless. How many parcels did they carry in the same period? Thus what portion of parcels was affected.
Also, how does this compare to it's competitors statistics?

sheldonb14 wrote: »

I suppose few consumers care who is delivering their parcel until there is an issue which is why the retailer will just go for the cheapest option. This wont change until such time as a retailer's reputation on delivery is brought into question by bad press

Your getting that the wrong way round. This won't change until consumers are prepared to pay more for shipping! Consumers don't like paying postage fees, let alone higher postage fees. It's not until things are delayed or go wrong people say 'I would have paid more if I had known', yet when going through checkout many of us are choosing super saver delivery methods and expecting the same speed and service.

Remember Hermes is a 3-5 working day service, effectively 5-7 calender days (with the exception to some large companies who offer Hermes next day, unguaranteed). So I wonder, op when did you actually order the goods and what day was they dispatched?

sheldonb14

arcon5 wrote: »

That statistic alone is pretty much useless. How many parcels did they carry in the same period? Thus what portion of parcels was affected.
Also, how does this compare to it's competitors statistics?



Your getting that the wrong way round. This won't change until consumers are prepared to pay more for shipping! Consumers don't like paying postage fees, let alone higher postage fees. It's not until things are delayed or go wrong people say 'I would have paid more if I had known', yet when going through checkout many of us are choosing super saver delivery methods and expecting the same speed and service.

Remember Hermes is a 3-5 working day service, effectively 5-7 calender days (with the exception to some large companies who offer Hermes next day, unguaranteed). So I wonder, op when did you actually order the goods and what day was they dispatched?

In my experience I paid for next day delivery for an item I really needed and couldn't find anywhere in store locally. It cost me £8 to have an item which cost £11.99 delivered "next" day. It was a can of a particular shaving gel, nothing too complicated. I'm not complaining about the cost for the express shipping, that's what was offered and that's what I accepted. My point is as a consumer I shouldn't worry about who is delivering the item, whether they are self employed, having a busy day, only getting 50p per delivery or that their cat is sick.. It's harsh, but not my problem. I should take what is offered by the retailer and, excluding any exceptional issues, have the item arrive as and when expected. The retailer should in turn make sure that the company working on their behalf are fulfilling the promises made to customers. Looking online (and taking into account that all companies will have complaints at some point) Hermes seem exceptionally bad at making sure this happens.

MamaMoo_2

I'm fairly impressed with Hermes today. Haven't had a delivery from them before, but got an email at about 9:30 this morning from Home Bargains saying that my parcel had been dispatched and would be delivered by Hermes. I figured it would take a few days for them to get it through their network, but it was here by 2pm.
Unfortunately, despite having been in all day, they left a "sorry you weren't home" card, but thankfully they had left the parcel next door as instructed