Hermes- Worst Ever Courier's

sweetstudent

I ordered some items over the Xmas period, for some reason the site was unable to select in-store delivery. To cut a long story short, I got a card from Hermes stating that they would try one more attempt tomorrow to deliver and then return back to the sender.

There was no contact number on the card and the representative on the live chat was about as much use a chocolate teapot and just said to call debenhams.

Hermes are possibly the worst every courier company - How can they operate without providing a contact number for a customer to call them or an on-line re-booking form. I'm even going to go so far to say that they are worse that another company beginning with Y!

This is what I sent to Debenhams CS

I would like to make a complaint regarding your courier service. I placed an order and for some unknown reason the website would not allow me to choose deliver to store as an option so I had to select home delivery.

Yesterday I received a 'Sorry I Missed You' card through the post with a ticked box stating that tomorrow would be the final delivery attempt before the item being returned to sender. As there was no contact information on the card I tried a web chat only to be told that I would have to contact yourselves and the Hermes representative would not say anything else.

When I spoke to your colleague, I advised her that I would not be in tomorrow and could it be either re-booked for the Wednesday or left outside my door (as we live in a secure building).

Again I got through the post another card stating that this is my final delivery attempt and that the item is going to be returned to the sender.

I have spoken to a Imran on your customer services number who confirmed that the person with whom I spoke to on Monday had called Hermes and advised them that I would not be in today. The notes also show that Hermes would attempt a redelivery on Wednesday.

Whilst I understand that you have no control over a third party delivery service, I fail to understand how a company can operate on your behalf effectively while providing no contact information or a online re-booking service.
I would also like to know that if my order is returned back to your warehouse can it please be sent to the XXX Store for collection as I work during the day and I will be able to collect my order at a more suitable time

Littlestars_2

I like them but as said many times before it just depends on your area.

London50

Littlestars wrote: »

I like them but as said many times before it just depends on your area.

I agree have had them delivering to me for many years and never had a problem. I think that as the drivers are self employed it is just down to the driver you have. Perhaps we have just been lucky but to date they have never let me down

London50

Sooler

Debenham's are responsible for delivering the item to you, their choice of courier. Seems Debenham's aren't up to providing an adequate service, best avoid them.

[Deleted User]

With Hermes, as with many of the delivery companies out there, really depends on the individual drivers to make the customer service good.

Where I live, the driver is excellent. Where a colleague at work lives. not so great.

ewan_c

Domino9 wrote: »

With Hermes, as with many of the delivery companies out there, really depends on the individual drivers to make the customer service good.

Where I live, the driver is excellent.

Same here. I've had good and bad over the years but my current lady is excellent.

SevenOfNine

I got my stuff but...........though they have a good on-line tracking service they seem to update it in one go!

My item had several 'tracking' entries put on it within minutes of each other, leaping from something like "received by central depot" to "delivered", with about 5 other progress entries in between.

No opportunity for me to actually be in given that I'd had no en-route info until it was too late - lucky my neighbour was there to take delivery.

Izadora

I've found the same thing with their tracking info being pretty much useless but fortunately haven't ever had any problems with getting stuff delivered (which has probably instantly messed up the stuff I've got on its way to me). It's possibly just because I always get stuff delivered to work though so there's generally someone here who can sign for it.
I wish that everyone would use Interlink though - they send you a text telling you which hour they'll be with and you can text back to change the delivery date if it's not suitable.

ewan_c

Izadora wrote: »

I wish that everyone would use Interlink though - they send you a text telling you which hour they'll be with and you can text back to change the delivery date if it's not suitable.

DPD also do this.

ewan_c

SevenOfNine wrote: »

.........leaping from something like "received by central depot".........

"trailer hub sorted" seems to be a favourite with my parcels.

kronenbourg

i sent over 100 items with hermes last year and only had 3 causes of complaint where items arrived broken , partly my fault i agree but i do pack items well , all items were glassware and was bubblewrapped and double wineboxed with lots of shredded paper but still smashed , didnt bother to raise a claim as hermes T&C are a joke , basically nothing is covered for breakages