to be furious with Hermes?(49 Posts)
It is DD's birthday tomorrow. She is having a main present, but knows that she won't have it for a week or so for various reasons. I wanted to get her a few bits and pieces, so that she would have fun opening them on her birthday. Last weekend I found a few nice things on Pressybox, and ordered them. I work full time and am out of the house Monday to Friday from 7.30 until 5.30, and teach two evenings a week, so don't have much time to go shopping.
Apparently Hermes tried to deliver the parcel on Wednesday, but did not leave a card. They tried again on Thursday, and left a card. The only information on this card was a number, which was not my tracking number. There was no courier name or number, and no phone number for Hermes. I found the Hermes website, and there was no way of contacting them about arranging a parcel delivery. The instructions in this case was to get in touch with the sender of the parcel.
So, I got in touch with Pressybox, and they emailed me back with a phone number for Hermes and my tracking number.
I then phoned Hermes, and asked for the parcel to be delivered on Saturday or Sunday, but definitely not on Friday, because I wouldn't be there. They asked if they could leave the parcel with a neighbour, and I said that was fine, but I couldn't guarantee that a neighbour would be there so I would prefer them to deliver on Saturday.
Anyway, after all that, they tried to deliver on Friday, and of course I wasn't there. I phoned Hermes on Friday evening, and was told that my parcel had been sent back to the depot and could not be retrieved that day. I explained that I had told them not to deliver on Friday, and that I needed the parcel by Sunday at the latest, for a birthday on Monday. They told me it would be picked up and delivered on Saturday or Sunday.
I waited in all day yesterday, and it was not delivered. I phoned yesterday and again this morning, and have now been told that it is still at the depot. They are now going to deliver to my work place tomorrow, but that means I have to bring the presents home, wrap them, and give them to my daughter late on her birthday. I realise that this is a first world problem, but I am still furious.
During all these phone calls, they have tried to ring the courier, but he doesn't pick up, they have emailed him, but he doesn't respond to those either. What sort of way is this to run a business?
I am going to complain to Hermes and also Pressybox. I am not on twitter, but will probably contact them via Facebook. I will not order from Pressybox again, and will check that I don't order from anywhere that uses Hermes.
Yabu yes. You knew you wouldn't be in except at weekends so why put a home delivery address? Why not work.
They do sound a bit shit around the redelivery but you can't really dictate when they deliver unless you have paid extra for that service.
I seem to have lost a question mark there!
Why didn’t you have them deliver to your place of work in the first place, or to someone you knew would be in? I don’t understand why you would have a parcel you needed delivered to someplace you knew you wouldn’t be?
And why’s your kid not getting her present for a week after her birthday?
If you order a delivery again, most couriers, including Hermes, now offer a drop box collection service. Which means you can pick it up yourself from a nearby location that you select - usually a shop with longer opening hours. I’ve used it very successfully due to long working hours.
Yes it's annoying- but I agree with pp, you knew you weren't be home so why not get them delivered to your work in the first place?
YANBU. Hermes and MyHermes are both utter shit.
And not everyone can get parcels delivered to their workplace. It’s perfectly reasonable to be able to expect to either collect a missed parcel from the depot or rearrange delivery for a particular day (as you can with Royal Mail for no additional charge).
OP might not be able to have delivered to work? Im not allowed to and they clamp down a lot at this time of year on people who do use the work address.
It’s not MyHermes fault you order parcels knowing full well you won’t be in to receive them.
My MyHermes delivery man is excellent. He knows I’m poorly so he puts all my parcels in the out house and drops a card through the letterbox so quietly I don’t even know he’s been half the time.
Hermes are crap. They say they will deliver on one day, but they don't.
They then say they have delivered ( but they havent), and items arrive damaged. ( items also dumped over fences or left under mats).
I refuse to use anyone that uses them.
It is really frustrating when couriers don't leave a number but I do agree with pp you should have parcels delivered to your place of work in future or use click and collect services.
Btw if it was me telling this story, I would by no means consider it concluded yet. Fingers crossed for you that the presents do indeed arrive at work tomorrow x
Fleagle - a drop box collection would have been perfect, but they didn't offer that. I have used that before and found it very good.
With all other couriers, we have been able to rearrange deliveries to a different day or time, and there has never been any problem. I didn't want it delivered to my work, because I haven't been there long, and didn't know if it was something they allowed. I hope it will be ok.
Bluntness - seriously? Because it is something she chose, we ordered it, and it will be delivered as soon as possible, but not by her birthday, she is fully aware of this.
I fucking hate myhermes. I hate them so much if a company uses them I won't order online from them as I don't dare risk my thongsgping "missing".
I had them once update the tracker to say the (expensive) item had been delivered on the Friday. It most certainly had not been as I was home all day.
I kicked up a huge fuss with the supplier (who actually said I wasn't the only one to have issues that they were compiling feedback) and strangely enough the parcel turned to a few days after it has supposedly been "delivered".
Last time i used them i got up at 7 and they never even attempted to ring the bell or knock the door, just threw the parcel over the fence and shoved the card through the door! Then tried to lie about it!
The op clearly states in her op she is now having the parcels delivered to her work. Unsure why there is confusion on whether it’s permitted or not.
And the issue here is last min birthday presents being delivered to someplace she would not be their to accept. Her daughters birthday is hardly a surprise so there is no need for this.
They are shite. Untrained staff who don't understand how postcodes work, deliver to the wrong address, don't leave cards, don't write anything on the cards if they do leave them, and are dishonest when you complain. I only use companies that deliver via Royal Mail.
Erm in the op it says she's now getting it delivered to work?
Even if not sure if it was ok op why not ask?
It's not like you didn't have plenty of notice of your daughter's birthday either so although it is annoying it is pretty much a situation of your own making i'm afraid.
I also hate hermes tbh. Sent a wedding dress with them and by the time it got there the packaging was ripped open, the bubblewrap and everything was gone, and the dress was ripped. I had it insured too but they refused to pay anything as they said they had no proof that the package wasn't damaged before it was sent. Despite me having photos to provew it was not, AND the hermes guy when picking it up photographed the box..so that alone was proof really. Person recieving it photographed it right after it arrived, with hermes guy still standing there too. But no..not enough proof.
Hermès pay their drivers less than yodel per stop apparently. So yeah you’re going to get less than premium service.
Don’t use a company who uses them if you want to be picky about delivery.
I once had them deliver a very important parcel to the same door number as mine but 2 streets away. It took weeks of investigation until they managed to work out what had happened. I got my parcel back (the person they delivered to was elderly and disabled so was unable to get the parcel to me themselves) but what a bloody carry on. It's not difficult to read an address properly
There are quite a few things you could've done differently op, and probably will next time I'm guessing, but despite all of that the customer service you've had from Hermes is shit and inexcusable.
You should definitely tell pressybox as with sufficient numbers of complaints they will change their courier. I order online a lot, and Hermes are the worst by a country mile.
hermes are shit. Really shit. Complaining will get you nowhere.
I don't tend to order from any company that uses Hermes for delivery. I have had too many bad experiences. Complain to the company you bought the goods from. Actually, I think if I were you, I would return the goods, stating that the delivery arrived too late.
This generally what couriers are like, it’s not particular to Hermes.
The obvious thing as people have said is to deliver to work.
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