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Hermes (Delivery Service)

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14 Reviews
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  • Choice of home collection or drop off points
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    14 Reviews
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      24.04.2014 13:12

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      • "Choice of home collection or drop off points"
      • "Competitive pricing"

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      Terrible customer service - not good enough

      I recently had to arrange delivery of a fairly large parcel for a relative who has just started up a small business.
      They had been using Hermes as it is competitively priced and there is a collection point locally.

      It is fairly easy to arrange your delivery online, deciding whether the parcel is to be collected from your home or the slightly cheaper option of dropping it off at a collection point, which in my case is a Londis a couple of minutes away. This was the best option in my case as there isn''t always someone home to wait for collection of the parcel.
      You then pay and enter delivery details, print off a label for your parcel and drop it off.

      The first few parcels sent in that manner arrived at their destination within a couple of days although trying to track the parcel online wasn''t very good as it showed as being collected and then no more information was given until after it had been delivered.

      A couple of parcels have arrived slightly later than expected and when they do show on tracking as "out for delivery" no time frame is given so the recipient is expected to wait all day for the parcel, sometimes up until 8pm.

      The most recent parcel was a disaster, due to be delivered last Wednesday it did finally turn up yesterday (a week late) but not without a lot of terrible communication with the Hermes customer service.
      Their website claimed they delivered on Saturdays and also on Good Friday and Easter Monday, their customer service representative said no they dont it depends on the individual courier as they''re not contracted to do so.

      Three different delivery dates later and still no delivery they decided to open an investigation and would be in contact within 48 hours. The next contact was to say they had no idea where the parcel is! This was a personalised package which a lot of time and effort went into and couldn''t easily be replaced.

      I dont mind mistakes, slip ups happen and you can get over them and put it down to a one off. What I do mind is having to speak to several different people regarding the same issue and each saying something different. Some of them telling blatant lies.
      As a small business starting up, reputation is everything and a lot of sales are generated by word of mouth. The poor service this customer got due to Hermes couriers would definitely be enough to put this individual off ordering again or recommending the product to others.
      Thankfully she was very understanding, especially when she realised who the couriers were, as she had had issues with them herself.

      Hindsight is a wonderful thing, if I had looked at reviews and the complaints on their Facebook page I would''ve advised them not to use Hermes, which they wont be doing again!

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      24.08.2013 13:59

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      THE WORST COURIER COMPANY ON THE PLANET. CONTINUALLY FOB YOU OFF WITH LIES, FAIL TO DELIVER AND RETURNED PARCELS VANISH INTO THIN AIR AT THEIR DEPOT, NOT TO BE TRUSTED AT ALL.

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      07.08.2013 14:20

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      Poor service now whereas used to be brilliant - wanted to give no stars

      For many years now there was a wonderful courier and his friend called Wally who delivered parcels for QVC and others. The tracking info sent woud often arrive from QVC AFTER Wally had delivered with a cheery good word otherwise if the tracking info said it was with courier eveyone in the area could guarantee Wally would be knocking at the same time he always did.

      Sadly this is no more, no Wally, instead a woman with a haphazard approach to delivering. She delivers in the evening if she decides to, leaves a card saying when she will return and doesn't, and then sends stuff back to QVC when she hasn't attempted delivery.

      Hermes used to have a wonderful reputation in my area because of Wally, now it is rubbish because deliveries are not being made and being returned to sender. People used to know when to expect a delivery and could make arrangements to stay in or ask a neighbour to sign for a parcel. This new woman fails to acknolwedge that people need to work and that neighbours are not prepared to stay in all day and evening on the off chance she can be bothered to deliver.

      During the bust Christmas period and heavy snow, Wally still managed to deliver the day they received the parcel...now we are getting a sham service.

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      30.04.2013 12:35

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      Never use Hermes

      Hermes have really poor customer service.
      I have missed a delivery and received a note saying it will be re-delivered the next day (when I am at work), therefore I have wrote 4 e-mails and called them up 3 times in the period of 2 days to arrange a Saturday delivery. After they took all the information from me (parcel number, etc) I was told it is being taken care of and I will receive my parcel on Saturday. However, when I got home the same day, I found another note in my post box saying they have tried to deliver it again and will attempt again next day (working day) and if I am not there, they will return the package to sender or destroy it.
      I have called them up again (4th time) and was told they can't help me, because the package was sent from abroad and they are not allowed to contact their colleagues in another country (excuse my French - bullshit). After I asked them what their abroad office has to do with it if the package is already in UK in their courier's car, they told me they are not allowed to contact UK courier as well, even though they have her number (seriously?).
      After I asked why there is such a miscommunication between offices of the same company, they repeated they can't help me.
      After I asked why they can't contact their own UK colleague (courier) who is on their payroll, they said they can't help me either.
      After I asked what I should do in regards to my belongings in the parcel now, they said they understand my concern, but they can't help me.
      After I asked If I can claim the money back for my belongings as well as delivery costs, they told me they don't know and I should try calling their other office up (German) (again, what it has to do with the package which is in UK?).
      It seems like they don't know any other scripted sentences rather that we can't help you.
      After I told them that I will have to sue, I got a reply: okay.
      I am very disappointed with the service and strongly recommend everyone not to use Hermes.

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      20.02.2013 11:21

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      They delivered me some shirts the other day. They arrived within the 3-5 day they said they would, all good right? No. I answered the door to possibly the rudest women known to mankind! When I answered she stood there with her little electronic signature thing for about 10 seconds without saying anything... was a bit awkward with me just standing at the door. Eventually when she acknowledged me she asked me my name so I said it, when she paused half way through writing it I spelled it out loud for her and she rudely replied back "I'm not 10, I can spell". I was left slightly surprised by this... She followed this by your Chinese friend (one of my housemate) understood me last week (previous delivery).Hermes is more like herpes; reoccurring, unwanted, ugly and generally painful. Sorry, truth hurts.

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      11.02.2013 20:41

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      Annoying

      I recently ordered a pair of boots from Topshop for a smart-casual meeting I had after college. I paid £5 to have them delivered to my mum's work on the Thursday (having ordered them on the Tuesday). Despite receiving a text that morning assuring me my parcel was on its way (and so not bothering to bring any alternative shoes with me), they didn't materialize until two days later. I was forced to wear the shoes I'd been in all day (which weren't particularly professional looking) and paid £5 for what eventually became pretty much standard delivery. My experience definitely isn't the worst I've seen (although that's not necessarily a good thing!) but it was just very annoying, especially considering they told me it was 'on its way' when it was obviously still in a factory somewhere. I'd expect better, especially from such a nice brand as Topshop, hope they can sort their delivery out soon!

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      05.01.2013 14:28

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      6 days late after paying extra for "express" delivery. Just got phone call to say it is with courier then another phone call 5 minutes after to tell me it is delayed until next week. can't believe they are actually still in business.... DO NOT USE.

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      24.12.2012 16:35

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      So they lost my nieces Christmas present and my husbands to me.... Basically taking parcels and either dumping or selling them on... No Christmas presents in this house for me or my 15 year old Niece - from two separate retailers. DO NOT BUY FROM ANYONE WHO USE THIS UNCONTACTABLE COMPANY....

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      16.09.2012 21:19
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      not the best delivery service I've experienced

      Earlier this week, I decided to treat myself to a new bag. I thought, "you know what I work too hard and I deserve something nice!" I hadn't bought a bag in ages and had been looking around a while, and as usual with my laziness I decided to buy one online. After a bit of browsing on different websites, I decided to purchase one from Topshop who use the Hermes carrier service. It cost £4 which is actually the most I have ever spent on delivery, especially for just a bag so I was expecting some great service!

      So I bought the bag quite late Tuesday night....not much expectation for it to be despatched immediately considering working hours etc but on wednesday I received an email it was despatched and would take 3-5 working days as I had chosen the cheapest delivery service as I was in no particular rush for the bag. This was fine, and on receipt of this email it said to wait 24 hours before trying to track the package through the link in the email. On thursday I decided to try this option and all the status said was "shipped". Nice and informative! Thanks Hermes!

      On friday, at 10.48am I received a text from Hermes that I would receive my Topshop package in the next 2 working days...so with this information I then went out and about not expecting a delivery, only to come home at 6pm to see a leaflet that they tried to deliver at 3pm and nobody was home! Fortunately I had a lovely neighbour who was home who collected the parcel for me and had signed it for me!

      Overall I was quite disappointed with this service only because when I bought the bag from Topshop there was a section for delivery options in which they asked for my number so they could text me the day the package was to be posted and supposedly give me a time frame in which they deliver within. For example I have used other couriers when shopping online who text me in the morning to say the delivery is due between 12pm and 3pm for example, so of course when Hermes texted me it was due in the next 2 working days I had no idea that meant within the next 4 hours or else I would have stayed home!

      Nevertheless the package arrived safely and soundly,and considering and the package wasn't damaged in any way, and considering I bought it late Tuesday night and it arrived on Friday afternoon it is quite fast considering I chose the cheaper and slower delivery option so I won't complain too much but it has put me off shopping online with Topshop slightly considering the price and unreliability!

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        20.08.2012 18:33

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        disgusting, don't bother using a company that uses this courier.

        I am disgusted by both burton and hermes. Neither company taking responsibility for a lost burton suit that I am currently £190 down for. Hermes text me (so had my number) that it would be delivered wednesday, the courier had been around two days early on the monday, when I was not in, left a half filled out form, it just had a name, a mobile number (which nobody answered), and printed info saying they would try 2 more times. I waited all monday, no suit, called phone number, no answer, I was working nights so was in all day so didn't bother trying to rebook. Got to the end of the week, finally got through to the mobile number, the guy sent it had been "sent back to wherever it came from", when I asked why he said "policy". End of conversation. Burton said the company say they tried three times, well the times they gave I was in so they are LIARS. The suit still hasn't arrived back at burton, so I have no suit for the funeral I am going to. DISGUSTING, just do your jobs!

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        13.06.2012 21:57

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        No Contact Detail, can't believe it!

        I was trying to contact them cause I saw "not delivered, address query" when I tacked a parcel.
        I just can't beliebe that they don't provide any contact detail and even shown me this "We apologise, but are unable to deal directly with you regarding your parcel enquiry. Please contact the company with whom you placed your order."!
        I've shopped a lot online and never seen a delivery service that don't have contact detail!
        I know there is a little problem with my address as I live in flat 6 but the buzzer says 4th floor but all those delieveries and take aways arrived fine. If I left flat 6 as my address those delievery men normally press the buzzer to ask or call me.
        But even if the address is not correct there should be a way to contact them instead of calling the sender and let them resend when they received the returned parcel. And even the sender told me that they can't get more detail than I got and they don't know where is the parcel either. So now I can only wait for the parcel to arrive the sender and being resend.

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        22.11.2011 19:55

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        Absolutely diabolical, I work 5 days a week and these cowboys attempting to deliver a parcel put a calling card through my door with no advice whatsoever on it as to how to contact them, have the nerve to say that my parcel will be returned to sender if no contact is made!!Well how in gods creation do we contact you Hermes?????Website is a waste of time also because all you get is a reply back saying contact sender.I would not recommend this company to anybody!!

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        25.07.2011 18:24
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        If you have a choice, choose another company. Hermes are cheap, but at what other cost?

        My main points are:
        * In my experience, Hermes has a very high failure rate for delivery services. Abnormally high.
        * They do NOT provide any type of customer help beyond sales.
        * Hermes will not even acknowledge your existence as a person whose package they are delivering.
        * If your package is lost or can't be delivered, they reserve the right to keep it and sell it.
        * Avoid HERMES COURIER SERVICES if you can.

        I've been buying and selling online for nearly ten years now, so I have used most couriers serving the UK many times, including Post Office, Parcel Force, DHL, City Link, Home Delivery Network, TNT, UPS, and more. I've had the odd delay here and there, but honestly nothing serious that wasn't sorted out. The only other time I've had a broken parcel was with Royal Mail in 2000.

        Hermes used to stalk the streets under the name Parcelnet, a company that was unanimously panned for its awful service. The name may have changed, but the ingredients are pretty much the same underneath.

        My first experience of Hermes came in 2009 when I ordered some vitamins from MyProtein.co.uk, and selected the "economy courier'' option. Needless to say, my package was delayed by a week. It was then that I discovered Hermes' policy of not dealing with customers directly.

        If you have a problem with their service, or your important package that you spent your hard-earned money on has vanished, don't expect to be able to call them about it. You have to contact the company from which you bought the item from, and get THEM to call Hermes and work it out for you. Probably a money-saving tactic, but awfully annoying when all you want to do is ask the company with your goods what is happening to them.

        But back to the package of Vitamins. It arrived, smashed to pieces and covered in dirt. I transferred my Vitamins to a clean container and just tried to forget about it.

        Until I bought an item off eBay in 2010 that used Hermes for delivery. To cut a long story short, I never got that item, and the store ended up giving me a full refund. This was really not good, but because they were a larger eBay store with a contract with Hermes, they managed to get some traction and find out exactly what was going on.

        2011, and I begin selling on eBay again. Trying to offer my customers the best possible deal, I signed up with a parcel delivery price comparison website, and used them as agents to book collection of my packages. I got three collections from Hermes, each one going okay and being delivered within 4 days. At this point, I must say that these items were low-value light packages declared as lamp shades and mugs.

        Then, my printer broke down - and to get the cheap courier deals, I have to print off my own package labels. So, I bought a new printer with a four-day courier service. The courier was, wait for it, HERMES! Well, two weeks later, the tracking data has not changed. Receipt at Hub was the last event, and then, nothing.

        I could see what was coming. I contacted the seller who was thankfully very helpful. If your seller doesn't care about you, then you may well be screwed since Hermes will not acknowledge their packages' customers. And to top it all off, Hermes reserves the right to take your package and sell it or keep it if they can't get it to you! You can read about it in CLAUSE 14 (Lien and disposal of goods) of their terms and conditions if you don't believe me.

        So here I am once again, waiting for some type of internal investigation. Only this time, because the issue relates to an individual eBay seller rather than a large store with a contract like MyProtein (an international company), Hermes is telling the person I bought my printer from to write a letter. They won't even talk to him on my behalf.

        In the meantime I have no printer. The time-span for this investigation is now in the months. I am deeply unhappy.

        Now, I'm not courier bashing here. I understand drivers work hard and are often not to blame. I am Hermes bashing. The people who designed the corporate culture at this company clearly are the same people who went to DEL BOYS school of business. These people must have once ran a market stall selling stolen goods.

        If you have a choice, choose another company. Hermes are cheap, but at what other cost?

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          16.06.2011 10:50
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          Recommended

          Hermes is the UK's largest courier company. They work with many household names including ASOS and Next Directory. They offer a wide range of products and services and also operate across Europe.

          My Experience

          ==Delivery==

          Many famous names use Hermes to deliver their products, including Next, Dorothy Perkins, Burtons and Clothing at Tesco. I have had many parcels delivered from Hermes, and I am normally quite impressed with their service.

          Most retail sites offer different delivery options, usually standard or express. Being a cheapskate, I always choose standard delivery. However I have found when parcels are delivered by Hermes they do usually arrive the day after despatch. For example, I placed a Clothing at Tesco order two days ago. It was despatched yesterday, and arrived this morning. Great service.

          Usually when you receive a despatch email from a retailer it will contain a link to the Hermes website which allows you to track your parcel. This is brilliant, it means you can keep an eye on tracking, and can find out whether the parcel is due for delivery that day, meaning you never have to miss another delivery.
          One thing I like about my local Hermes couriers is they always deliver reasonably early. Not so early that they are waking you up like the Royal Mail often do, but early enough in the day that you do not end up spending the whole day waiting for a parcel. It is nice to have a rough idea when a parcel will arrive, and I know I can always rely on Hermes.

          Last Christmas Hull, like most places in the UK, was very badly affected by the weather. As it was Christmas time, I was awaiting many parcels, all been delivered by various companies including DHL, Home Network, the Royal Mail, and Hermes. Hermes was the only company who made it out in the weather, without any excuses. They were apologetic about any late deliveries, but on the whole I was very impressed with their service over this busy time

          There are only a couple of things I could fault with Hermes delivery service. The first is the couriers are occasionally quite rude. We usually have the same courier delivering to us for a period of several of months, before they change their rounds. The last courier we had was lovely and pleasant. Our latest courier is quite ignorant, often throws the parcel at you whilst still chatting away on her mobile, and is just generally impolite considering this is her job and one she is been paid for.

          The other issue is one which annoys me greatly, but is not just a problem with Hermes, but many delivery
          companies. There have been many occasions where I have sat in all day, waiting for a knock at the door, only for me to walk into the garden and find the parcel has been thrown over the fence. Very annoying, but more importantly, this could damage the items inside the parcel. This has never happened to me as the majority of parcels delivered here are clothing, but it is a real possibility when a parcel is thrown over a 6 foot fence.

          ==Collection==

          As well as receiving parcels from Hermes, I have also used them myself to send heavy items to family using the MyHermes website. Depending on the weight of a parcel, couriers can be the cheapest option.
          Hermes prices depend on the weight of the parcel. The price list is as follows:

          0-1kg - £3.30
          1-2kg - £4.19
          2-5kg - £5.99
          5-10kg - £7.14
          10-15kg - £8.39

          If you require a signature on delivery, it is an extra £1.02 per parcel, deliveries to remote areas cost an extra £1.99 and if you require a Saturday collection you will need to pay another £1.02. For valuable parcels you can pay more for compensation cover should your parcel be lost or damaged. You automatically receive £25 worth of compensation cover for all parcels, to raise this to £100 it is £1.20 and if your parcel is worth up to
          £2.50 you will need to pay £2.40 to ensure you have the correct level of cover.

          Arranging collection can all be done online, and it is a very simple process. You enter the collection address, delivery address and the weight of your parcel(s). You can then add extras such as signature on delivery. Once you have completed the form you can pay through debit or credit card or paypal. You will receive email confirmation, which includes labels you need to print off and attach to your parcel. It is essential you are able to print these, as without the barcode contained on these labels the courier will be unable to collect your parcel.

          You can book next day collections up to 10pm, which I think is great.

          If you normally have the same courier delivering parcels, it will probably be this same person who collects your parcels. I have even had parcels delivered at the same time I have had parcels collected. It is a very straightforward process. The courier simply scans the barcode, gives you a card to say they have been collected and on they go.

          Hermes promise to deliver parcels within 3-5 working days. In my experience it normally does take the full 5 days. You are able to track parcels whereabouts. You can also pass this tracking link on to the recipient so they are aware of when their parcel is out for delivery.

          ==Overall==

          I have had no issues with Hermes, and would recommend them to anyone. They are one of the more reliable couriers.

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