Next/Hermes Delivery

kimbyanne

I placed an order in the Next VIP Sale, got an email yesterday to say some stuff had been dispatched, clicked on track and apparently they had already tried to deliver that morning when I wasn't in. I call Next who say it will definitely be re-delivered today.


I have been waiting in all day and nothing has arrived, I check the tracking and its now saying its out for delivery to the courier?! Odd considering they tried to deliver the parcels yesterday!


Called Next again, according to their systems the courier doesn't have the parcels but according to Hermes system, they do. Next are now having to contact Hermes directly (as Hermes won't discuss it with anyone other than the sender) and will then call me back.


If they don't arrive today, I am at work Monday & Tuesday so won't be here to sign for the parcels and Hermes only try three times before the parcels are returned to the sender.


Next really need to use a different courier service, this isn't the first time Hermes have messed up but it gets infuriating when you can't go out just in case they turn up at any given time!

fatou256

Hi , I have had many issues with them too. They are very unreliable and it seems to me as well that Next do not pass on any details to them at times, like placing the order in a secure place if you are not there .

I can't offer any advise only my sympathy.

My best advice I can offer is to complaint to Next department and see if they refund the p&p or something else.

I hope you will get resolve quickly.

kimbyanne

Just called Next again as I am fed up of waiting around. I was told this time that what "seems" to have happened is the courier tried to deliver yesterday but couldn't so took the parcels back to the depot. However, for whatever reason the parcels are still at the depot today, no one collected them/they weren't taken by the courier.


Apparently, the parcels are not coming today so I have waited in for absolutely no reason!


I asked if the couriers work on Sundays, some do some don't apparently so looks like tomorrow is another day of waiting in!

natley

Hermes are a joke. They left a shirt from next beside my recycling bins in full view of the street and delivered a pair of shoes into the blue bin. They also delivered 4 pairs of shoes to my letterbox on 27th. The problem is my letterbox only accepts letters - checked all round the house and nothing. Takes 48 hours to investigate but whilst they do I am £42 out of pocket:mad:
Best of it is I was in the both times and you have to walk past my front door to get to the recycling!
Hate this delivery company and will not be ordering from any company that uses them again:mad::mad:

kimbyanne

This is beyond joke now. Spoke to Next, it won't be delivered today because their couriers don't work Sundays which isn't what I was told yesterday. So my parcels will be delivered tomorrow when I am at work and won't be here to sign for them.

They can't give me any idea of time, I can request a time but they can't guarantee the couriers will pay any attention to it.

There is no reason by parcels couldn't have come yesterday other than the fact it seems the courier who tried to deliver on Friday passed them on to another courier who for whatever reason didn't deliver them.

This is just ridiculous now. All because Next won't allow you to have sale items sent to another address, I could have had it sent to someone I know would have been in! I didn't even get the option that some people got of having it delivered to store!

So frustrated

fontofnoknowledge

I have heard that the courier will be changing in the new year due to all the complaints about Hermes.

Also only certain customers are offered delivery to store for VIP sale slots. It is usually customers who use the deliver to store option the most and spend a huge amount of money during the year.

To be honest if it was up to me, no one would be able to send sale items to store as we are already inundated with parcels before the sale ones. As an example yesterday we had 400 sale parcels and 200 normal parcels delivered.

On a normal day we get about 250, its busy enough without having to assign staff who are needed on the shop-floor to scan and sort parcels and then get the abused from customers that its taking too long to find their parcel.(rant over)

goonarmy

Ive seen Hermes operating. They rented some storage at big yellow storge and the delivery "drivers" were anybody with a motor, be it car or van. All parcels are beeped and chucked in the back of a punto/astra estate/sprinter willy nilly and then the "drivers" set off having untold near misses on the way. We are talking sign written motivational speakers and all sorts. Ie any old joe that signs up.

nextvip

fontofnoknowledge wrote: »

I have heard that the courier will be changing in the new year due to all the complaints about Hermes.

Also only certain customers are offered delivery to store for VIP sale slots. It is usually customers who use the deliver to store option the most and spend a huge amount of money during the year.

To be honest if it was up to me, no one would be able to send sale items to store as we are already inundated with parcels before the sale ones. As an example yesterday we had 400 sale parcels and 200 normal parcels delivered.

On a normal day we get about 250, its busy enough without having to assign staff who are needed on the shop-floor to scan and sort parcels and then get the abused from customers that its taking too long to find their parcel.(rant over)

"Hermes has secured a four year contract extension with Next - making it one of the biggest ever home delivery deals within the UK. Under the new agreement, Hermes will continue to handle the delivery requirements for Next Directory until 2022."

Also only certain customers are offered delivery to store for VIP sale slots. It is usually customers who use the deliver to store option the most and spend a huge amount of money during the year. Incorrect

To be honest if it was up to me, no one would be able to send sale items to store as we are already inundated with parcels before the sale ones. :wall::shhh:

kimbyanne

Spoke to Next Courier Department today. They managed to get hold of the actual courier who apparently gave the excuse that their scanning equipment isn't working correctly but couldn't explain why they didn't deliver on Saturday.

Parcels should arrive today but this has meant I have had to arrange for someone to be at my house all day. I have requested that my orders that haven't been dispatched are either send to another address or sent to store so avoid this mess again!

Next have refunded my postage but they seriously need to reconsider using Hermes as a courier and provide better staff training, over the last three days the amount of incorrect information I have been given is concerning!