Hermes

CatyK

While I haven't had any major issues with Hermes until today, more to good luck than good management when parcels have just been dumped on my door and neither of my TWO doorbells used, they have surpassed themselves now on bad service. My Monsoon delivery which was due between 12 and 2pm today did not arrive. I have been in since 11.30 (just in case it came early) and was constantly looking and listening out for the delivery man - Charles, according to the email I received advising of the delivery window. There was no 'sorry we missed you' card nor was there any contact from the driver so at 2.05pm I checked the tracking information. Apparently delivery had been 'refused' at 1.03pm and my parcel is being sent back to Monsoon. I can only conclude that either the driver took it to the wrong address and a mischievous/malicious householder just told him to send it back and didn't appraise him of his error or that he didn't even try to deliver it. Regardless the onus is on Hermes to resolve this and get my goods to me - I need the dress for a function tomorrow. Alerted Monsoon immediately but apparently Hermes' systems are down. They have assured me they are on the case though. Hermes are willfully pretty much uncontactable, even to their direct customers - customer focused companies who are on top of services welcome feedback and encourage customer contact in my experience, those who are failing and floundering emulate the Hermes model, Enough said.

sheramber

Because Hermes are cheap many companies use them.

Our current driver is very good once he gets the parcel , but sometimes parcels sit at the main depot for days before being handed over to him.

I don't know if it applies to all the drivers but our driver is self employed.

I told one company I would not order from them again due to Hermes delays and they said they could send by Yodel if I ordered by phone and requested it. But not for online orders.

Takmon

I've always found Hermes to be one of the best couriers when it comes to deliveries. They always make extra effort to deliver the parcel and not take it away which is exactly what i want. When no one is home they always leave the parcel where i ask them too.

Compare this to DPD they are too "by the book" they won't leave a parcel most times because they decide its "could be accessed by someone else". Well this will obviously apply to every safe location otherwise the delivery driver would not be able to get the parcel their themselves .

Sometimes they say the retailers insists that a signature is needed so DPD take it back to the depot. The Hermes person will just sign it for me and leave it where i ask. I know this is a bit dodgy but it helps me out and i have never had a parcel go missing ever.

custardy

Takmon wrote: »

I've always found Hermes to be one of the best couriers when it comes to deliveries. They always make extra effort to deliver the parcel and not take it away which is exactly what i want. When no one is home they always leave the parcel where i ask them too.

Compare this to DPD they are too "by the book" they won't leave a parcel most times because they decide its "could be accessed by someone else". Well this will obviously apply to every safe location otherwise the delivery driver would not be able to get the parcel their themselves .

Sometimes they say the retailers insists that a signature is needed so DPD take it back to the depot. The Hermes person will just sign it for me and leave it where i ask. I know this is a bit dodgy but it helps me out and i have never had a parcel go missing ever.

and if one did. You would accept it as one of those things?

Takmon

custardy wrote: »

and if one did. You would accept it as one of those things?

I would report it to the police as theft and give them video footage of someone taking it.

If i say i'm happy for the parcel to be delivered to a specific place then they should put it there and from then on it's my responsibility.

custardy

Takmon wrote: »

I would report it to the police as theft and give them video footage of someone taking it.

If i say i'm happy for the parcel to be delivered to a specific place then they should put it there and from then on it's my responsibility.

So whats the signature for?

Takmon

custardy wrote: »

So whats the signature for?

DPD have refused to leave an item in my safe place on two occasions because a signature is required.

The last parcel i had from Hermes he left it in my safe place and then i saw on the tracking he had signed my name for me because a signature was needed.

When i emailed DPD a while ago asking why sometimes i don't get the option on their website to leave items in a safe place they say the retailer had instructed them a signature must be obtained so they couldn't do this.

That's why it's good when the Hermes driver will bend the rules to make both our lives easier by leaving the parcel anyway.

custardy

Takmon wrote: »

DPD have refused to leave an item in my safe place on two occasions because a signature is required.

The last parcel i had from Hermes he left it in my safe place and then i saw on the tracking he had signed my name for me because a signature was needed.

When i emailed DPD a while ago asking why sometimes i don't get the option on their website to leave items in a safe place they say the retailer had instructed them a signature must be obtained so they couldn't do this.

That's why it's good when the Hermes driver will bend the rules to make both our lives easier by leaving the parcel anyway.

Why were you checking the Hermes signature? You are fine with them signing your name.
So if that item wasnt there,you wouldnt contact the retailer/Hermes?

DPD offer various services to their customers (the sender) who choose safeplace/parcel shop options etc.

Takmon

custardy wrote: »

Why were you checking the Hermes signature? You are fine with them signing your name.

I was out so checked the tracking to see if it had been delivered and i saw they had signed for me, so that's how i know they do it.

custardy wrote: »

So if that item wasnt there,you wouldnt contact the retailer/Hermes?

Well i can look back at camera footage to see what happened. If no parcel was left or the delivery driver took it away again i would obviously contact the retailer.

If someone else stole it then i wouldn't see the point in contacting the retailer.

custardy wrote: »

DPD offer various services to their customers (the sender) who choose safeplace/parcel shop options etc.

If the retailer specifies that a signature is required then they will not allow you to choose the safe place option. When you go on the tracking the option is not there and i confirmed this when i contacted DPD a while ago about a specific parcel not having this option.

I don't have any parcel shops near to me either.

custardy

Takmon wrote: »

I was out so checked the tracking to see if it had been delivered and i saw they had signed for me, so that's how i know they do it.



Well i can look back at camera footage to see what happened. If no parcel was left or the delivery driver took it away again i would obviously contact the retailer.

If someone else stole it then i wouldn't see the point in contacting the retailer.



If the retailer specifies that a signature is required then they will not allow you to choose the safe place option. When you go on the tracking the option is not there and i confirmed this when i contacted DPD a while ago about a specific parcel not having this option.

I don't have any parcel shops near to me either.

Of course they wont allow a safeplace.
The sender has requested a signature from the recipient address.as proof of delivery.
Folks always fine with 'just leave it anywhere/stuff getting signed for' until the parcel isnt there. then suddenly they are interested in procedures (from experience!)