Hermes Rant

SADIE

Elvisia 03-05-2012, 10:10 PM
I ordered a parcel from ASOS, and Hermes have lost it. It says online it was "delivered to a secure place", but there was no card through the door to say where it was. I checked everywhere, but there is hardly anything on our driveway so there is nowhere to leave anything without actually leaving it on the drive, which is only small and open so it would probably be nicked. Our house is a terrace and there is only a small wall between our driveways. ASOS emailed the Hermes courier who said it was left over the side gate. What side gate! Do they make these things up? I know they don't get paid much, but it's caused quite a bit of stress.

ASOS have very kindly said I can have a refund but I feel really bad for them.

It was the first thing I have treated myself to since getting a job and coming off JSA, and now I wonder if someone is sat in their front room enjoying my purchases or busy putting them on ebay (it was some shoes, two different sizes as I wasn't sure which I would need).
Boooo!

I wouldn't feel bad for ASOS, they will be able to claim from Hermes, you are correct in thinking the courier only has a tiny percentage of Asos and Hermes 45p-50p cut of the delivery but I wouldn't feel bad if I was you, good grief as you said you've only just come off claiming JSA, don't worry about whose enjoying your shoes, if you don't have to pay for them.

Elvisia 04-05-2012, 9:57 AM

Thanks Thumbremote, because I am an idiot I totally feel like this is my fault, and that ASOS will accuse me of lying. In fact I suppose I should feel angry about this that ASOS use a cheap courier in the first place, and that whoever the courier is they've either lost or stolen my stuff. Also this means I don't want to order from them again, and they're great for buying things when they have a big discount code.

They don't actually use a cheap courier, the companies you buy from offer the customer free or cheap delivery costs and then pass on their cheap prices to courier companies, they then offer most couriers a cheap price to deliver anytime between 8am-6pm.
If you want to pay for an enhanced service, I'm sure it's available at a cost.
Very naughty IMO to suggest a courier has stolen your stuff, couriers don't normally lose parcels either although sometimes they are missing when they arrive at the depot but that's recorded on HHT's so non courier fault.

I would like to know what makes you think the courier has stolen your parcel(with some proof).

Elvisia 05-05-2012, 2:04 AM
I spoke to a friend this evening about the ASOS saga and he said he'd had two massive parcels of ASOS stuff go missing supposedly delivered by Hermes! One completely vanished, the second was returned to ASOS HQ eventually who sent him an email to say if he wanted to return the goods he had to fill in the returns form. He wasn't sure but it sounded as though they'd been opened and just sent back. What to do about ordering stuff in future?
Sorry Raven to hear about your experiences!! It doesn't half cause a lot of stress.

Elvisia, if it was returned to Asos HQ, that means the customer was not available for 3 days although having a next to no cost delivery service at the cost of the poor courier.

I thought I wouldn't bold the not sure as though they'd been opened{very bad to say that because your not sure and you don't know).

TBH if your not sure you will be available to receive and sign for your items, the easy answer to your question. What to do about ordering stuff in future? Is only order if you are at home, order to a family member who is at home or upgrade to pay extra for a timed or evening delivery if it's offered.

Elvisia 08-05-2012, 8:04 PM
I don't believe it - ASOS gave me a refund and I managed to order my shoes off an American website as they're now sold out everywhere, and Hermes delivered my missing parcel this morning! The rotten woman had said she had already delivered it over a 'side gate' that doesn't exist. Now I have to faff around going to the post office with the box (why do they box up shoes in an ASOS box that is the size of a Nissan Micra) to send it back. The box did look like a dog had been sleeping on it. Unfortunately I didn't open the door otherwise I would have asked her why she hadn't delivered it properly the first time.
BAAAAAAAAAAH!!!

It doesn't usually happen that quickly for a replacement, you would have to wait a lot longer than 5 days.

You didn't say what response you had from a courier who had delivered to the imaginary side gate, oh you said you didn't open the door(I would have definitely opened my door unless I was guilty and had messed them around), where did the rotter leave it this time?
Glad you got it, you probably arranged a safe place this time.

It swings both ways, I refuse to leave in unsafe places, requested by companies, over fence, outside apartment doors, behind bins, in bins, Hermes sometimes leave a message stating customer requests and is willing for you to leave in main High St, on porch. It's a no from me.

I've recently posted a small parcel in a very secure deep post box(no one could put their hand in to pull it out), keylocked, only the customer can retreive it, they have claimed non receipt.
I have been told never to leave anything again, always drop a card and get a signature or return the item, no bad stuff for me but then I have a good record. Pity the poor new courier who hasn't had those years of no loss.

I think this is the sign of the tough times, many people are claiming from long established couriers(some have signatures and they still state non receipt)couriers are shocked. The newer couriers with no track record are in for a rough time.

melbell

ThumbRemote wrote: »

It's important to remember that the couriers aren't paid much because companies like ASOS choose to use cheap companies.

Also in no sense is it kind of ASOS to provide a refund. You paid them to provide you with shoes. They failed to do so. That they outsourced part of the process to another company, Hermes, is none of your concern.

Actually its people who want FEDEX service at Hermes prices. That is why Hermes and Yodel exist. The general public do want full courier service for free. It just don't work!

melbell

thatlemming wrote: »

It's really hit and miss who ASOS use tbh, I've had stuff from pretty much every parcel company going when I buy from them! Made an order yesterday and they sent half of it DPD and half Interlink. Makes no sense at all.

You do realise they are the same company.

angk47

I bought a pushchair of ebay which was pick up only! But i contacted the seller who said if i arrange pick up he would parcel it up.. I googled courier and my Hermes came up as the cheapest. As i was able to buy the item for £30 which was a real bargain for me i didnt take the insurance out because i figured they wouldnt pay out what it would be worth. It has now gone missing. It was picked up from the seller and given a tracking number but then that was it. when i phoned they wanted a 12 digit number that the seller had been given but as i cant get hold of him then i cant pass it on to them. I have a tracking number and an order number which doesnt seem to be any use to them and even though i sent the seller the label I printed off it seems that has gone as well. I have told them that i will get the police invoved because as far as im concerned this is theft as they employed the person who picked it up and that he picked up the parcel and took it to the depot which then it vanished and that surely firstly the courier shouldnt agreed to take the parcel if the labeling was wrong, which they agreed with and are going to speak to their driver, Secondly if a parcel hasnt got the right label then surely it should be put in a certain place in the warehouse and documented were it had come from and address were it was going to allow it to be tracked quicker and thirdly why isnt it signed by the driver to say that he has dropped it off. I was lucky to get a bargin on ebay with the pushchair that i bought and i no they pay out £25 so im lucky i wont be out of pocket too much but i cant see me being able to get another pushchair at that price

SADIE

angk47 wrote
I bought a pushchair of ebay which was pick up only! But i contacted the seller who said if i arrange pick up he would parcel it up.. I googled courier and my Hermes came up as the cheapest. As i was able to buy the item for £30 which was a real bargain for me i didnt take the insurance out because i figured they wouldnt pay out what it would be worth. It has now gone missing. It was picked up from the seller and given a tracking number but then that was it. when i phoned they wanted a 12 digit number that the seller had been given but as i cant get hold of him then i cant pass it on to them. I have a tracking number and an order number which doesnt seem to be any use to them and even though i sent the seller the label I printed off it seems that has gone as well. I have told them that i will get the police invoved because as far as im concerned this is theft as they employed the person who picked it up and that he picked up the parcel and took it to the depot which then it vanished and that surely firstly the courier shouldnt agreed to take the parcel if the labeling was wrong, which they agreed with and are going to speak to their driver, Secondly if a parcel hasnt got the right label then surely it should be put in a certain place in the warehouse and documented were it had come from and address were it was going to allow it to be tracked quicker and thirdly why isnt it signed by the driver to say that he has dropped it off. I was lucky to get a bargin on ebay with the pushchair that i bought and i no they pay out £25 so im lucky i wont be out of pocket too much but i cant see me being able to get another pushchair at that price

I think the seller is the main problem they should be helping you by giving you the receipt number.

When we collect a parcel it should be scanned and if it doesn't scan, it shouldn't be collected.

Hermes couriers don't sign items into the depot, it only needs to be scanned and delivered to the depot.

Do you have a myhermes label with the barcode? if so you just need the seller to give you the receipt barcode number to claim.

thatlemming

melbell wrote: »

You do realise they are the same company.

They came in two different vans, one in the morning and one in the afternoon. Is still stupid.

thriftymanc

I had a parcel collected by Hermes recently, wasn't particularly impressed.

I waited in all day and no one rang my intercom so I went to check the post and had a "you were out" card that had "leave parcel at reception" written on it. I'd had a day off work and waited in all day for them to get the parcel from me and they didn't even think to ring my intercom?! The reception in my flats isn't always open so I wouldn't have left the parcel there, besides I don't live in the reception!

Rearranged collection for the next day, had to take another day off to wait in as they wouldn't give a time. Mid-afternoon, I was getting a bit worried so rang up again just to check that the collection was definitely happening, and got told that the driver had been to the reception but the parcel wasn't there so he'd already driven away! I told them to tell the driver to come back immediately as I had been home all day for the second day running and the parcel was never due to be collected from the reception (which had been closed all that day anyway so even if I'd left it there, neither the driver nor myself would have been able to get it!).

Driver finally came with a right cob on, saying he only gets parcels from the reception as whenever he parks outside my flat people "always" break into his car and steal all the parcels, and if he got back out to his car and the same thing had happened again it would be my fault, "you obviously can't read as I told you on the card to leave it at reception". I was fuming! He must be the unluckiest delivery driver ever as I live in a safe area and no other delivery companies (or anyone else visiting me for that matter) have had everything in their car nicked when they've stopped outside for a couple of minutes! And if I'd left the parcel at reception he'd have had a wasted trip as it would be locked up. Probably stealing everything himself and using it as an excuse. I was quite reluctant to actually give him the parcel after that exchange but it did get there... three working days late...

angk47

SADIE wrote: »

I think the seller is the main problem they should be helping you by giving you the receipt number.

When we collect a parcel it should be scanned and if it doesn't scan, it shouldn't be collected.

Hermes couriers don't sign items into the depot, it only needs to be scanned and delivered to the depot.

Do you have a myhermes label with the barcode? if so you just need the seller to give you the receipt barcode number to claim.[/QUOTE
Sorry not sure if im doing this right but ive spoken to the seller and he did attach the barcode label that i sent him and he said the courier did scan the barcode but he cant find the 12 number receipt sticker that he was given and has searched for it. It does say on the tracking it was collected but after that there is nothing. So im sorry i think its either the courier or the depot that have mucked up. because why would it say on the myhermes web site collected if it wasnt.

SADIE

angk47 wrote
Sorry not sure if im doing this right but ive spoken to the seller and he did attach the barcode label that i sent him and he said the courier did scan the barcode but he cant find the 12 number receipt sticker that he was given and has searched for it. It does say on the tracking it was collected but after that there is nothing. So im sorry i think its either the courier or the depot that have mucked up. because why would it say on the myhermes web site collected if it wasnt.

This is not your fault.

Items do get lost, parcels are moved from courier to depot to pick up driver to sorters at receiving depot, back out from sorters to another pick up driver to another depot to another courier to deliver, a percentage will go astray so many people are handling them.

Myhermes parcels are handled separately from the courier into the depot and then out from the depot with a you brought in x number of myhermes and we(depot) sent out x number and it will have to tally but no signatures for your specific parcel are required.

To track a lost parcel quickly the receipt number is required, my point is your seller has let you down by not keeping your receipt safely or immediately emailing the number to you in case of a problem.

I'm not sure if with collect(then you arrange a courier) on Ebay your covered to receive your money back(hope you are) but sorry I do see this as a seller problem, they should have cared for their buyer by being able to pass on the important receipt number.

SADIE

thriftymac wrote
I had a parcel collected by Hermes recently, wasn't particularly impressed.
I waited in all day and no one rang my intercom so I went to check the post and had a "you were out" card that had "leave parcel at reception" written on it. I'd had a day off work and waited in all day for them to get the parcel from me and they didn't even think to ring my intercom?! The reception in my flats isn't always open so I wouldn't have left the parcel there, besides I don't live in the reception!
Rearranged collection for the next day, had to take another day off to wait in as they wouldn't give a time. Mid-afternoon, I was getting a bit worried so rang up again just to check that the collection was definitely happening, and got told that the driver had been to the reception but the parcel wasn't there so he'd already driven away! I told them to tell the driver to come back immediately as I had been home all day for the second day running and the parcel was never due to be collected from the reception (which had been closed all that day anyway so even if I'd left it there, neither the driver nor myself would have been able to get it!).
Driver finally came with a right cob on, saying he only gets parcels from the reception as whenever he parks outside my flat people "always" break into his car and steal all the parcels, and if he got back out to his car and the same thing had happened again it would be my fault, "you obviously can't read as I told you on the card to leave it at reception". I was fuming! He must be the unluckiest delivery driver ever as I live in a safe area and no other delivery companies (or anyone else visiting me for that matter) have had everything in their car nicked when they've stopped outside for a couple of minutes! And if I'd left the parcel at reception he'd have had a wasted trip as it would be locked up. Probably stealing everything himself and using it as an excuse. I was quite reluctant to actually give him the parcel after that exchange but it did get there... three working days late...

thriftymac are you sure no one rang your intercom, I've been told this and I definately have.
If your postbox is near your intercom(they usually are)why wouldn't the courier lean their finger on it?

Why are you taking days off if you have a reception?
Interesting you state they wouldn't give a time, are you aware it's anytime between 8am - 6pm? so it would be a favour from the courier to scale your waiting time down, if they could.

Some complexes have a clamping, fine system in place for couriers by camera(self employed courier pays this not the company), also the company state you are responsible for your parcels, you are charged with not letting them out of your sight, so basically the courier is within their rights to refuse to leave their vehicle and goods out of site.

I chuckled at you stating you told them to tell the driver to come back immediately, bet it didn't happen, it would take a brave CS to try it, it may have gone like this CS leaves a message we can see you have called to this address by GPS on your HHT if your still in the area could you call again.

Can not repeat any response but simply no.

You are completely out of order stating" Probably stealing everything himself and using it as an excuse".
I was quite reluctant to actually give him the parcel after that exchange but it did get there... three working days late..."

You wouldn't get a parcel from me if I was your courier, the cheap delivery service only works when the customer paying cheap or free does not expect the expensive timed delivery offered by many companies and then these couriers are paid an enhanced payment for their time and trouble and putting up with the rude customer, it takes two to make it work(or three if you have a concierge).

I think you may be watching to many re runs of Upstairs Downstairs.