Why are Hermes so crap?!!

[wishitwasaduvetday]

I have a very large parcel from Amazon that I need to return. If it's not returned by Wednesday I can't get a refund.

Long story short but I started the return process over 2 weeks ago. Hermes repeatedly haven't arrived to collect. On Friday Amazon assured me it'd be collected today. I have literally spent my day off work sitting in the front room by the window since 7.30 this morning to make sure that there is absolutely no chance of me missing them. Once again they've not fucking been.

It's a large item so Hermes is Amazon's only option for a parcel this size, and it over £120 so not something I can just think sod it I won't bother returning it.

Every time I have delivery issues it's always bloody Hermes.... collections d delivery is literally their job... how are they so shit?!!!!
Just needed to rant before I get back onto Amazon customer services AGAIN 😠😠😠🤬

Our local Hermes allows you to drop at the corner shop & they print a returns label. Is that not possible in your case?

No it's too big.

It's a piece of furniture so heavy and big, to too heavy and big for the other return options.

None of them are any good, I had a couple of amazon parcels today, put in my big recycling wheelie bin. I cant reach down into to collect them out of it, so need to wait for OH to get home and he wont be pleased either to have to delve among the recycled cans bottles and stuff.

Good job it wasnt bin day isnt it.

Regular Hermes couriers won't collect large items such as furniture. Amazon are notorious for shifting the blame to Hermes when usually they haven't booked the collection correctly and tbf Amazon could collect themselves.
My friend works for EVRI and Amazon are the bane of his life, telling customers they don't need to package or label items and sneakily booking large collection which will never fit in a car or small van, couriers have a size/weight limit for parcels which Amazon know but still try and book them.

Hermes did this to me so I had to drop my (small) parcel off at our local Hermes drop off point. It may be worth going on Amazons chat and explaining?

@bellac11
Add a safe place to your orders for the driver to leave parcels, a recycling bin is clean and dry and better than a doorstep.
If you don't like where your parcel is left either be in or nominate a safe place.

@DinosaurOfFire
Half the time Amazon haven't even booked the return tbf.
Also if you return to a store your refund is done that day.

A safe place is nominated, whether it gets used is hit or miss

its not possible to be in, I would have to virtually give up work to be in for a parcel, there is no way of knowing when they are turning up.

I have a safe place nominated but due to the size of this item I have to be in to hand it over, it specifically says in the collection information that a person must be present.
I've had an Amazon delivery today annoyingly, he had a large Amazon van but said he couldn't take the parcel that needs returning.
Have just spoken to Amazon again who say that they can see that Hermes haven't tried to collect, they have escalated with Hermes and apparently it will be collected tomorrow... so I can waste another day sitting by the window. I work shifts so it's just lucky I've had today and tomorrow to be able to do that, but the poor dog didn't get walked all day as I didn't dare leave the house.
So fucking frustrating 😠😠😠

Contacted Amazon again as for the third time now Hermes haven't arrived. Amazon say they can see that they've booked Hermes 3 times to come but can't see why they aren't coming, but they can see they haven't even attempted.
Anyway, they've now booked DPD to come tomorrow. Feeling more hopeful as not had bad experiences with DPD before. Just hope DPD take it ok as it's bigger than the size it says DPD will accept on the Amazon return page.

Our Evri delivery driver is ace and always has been.

Hermes is terrible. It's late, it loses stuff and it has crap customer service.

As an ex hermes courier (15 years) you need to advise amazon it needs a van collection, otherwise they just book the local courier. Happened to me all the time, I'd get there and find a dining table waiting. No excuse for the courier not to have been though, as they dont know what they are collecting until they get to you.

It may not help your situation, but if all online orders had to tell you the parcel carrier before you pay and confirm an order, I bet Hermes would have to up their game or lose a lot of business.

Are you me?? I have had a similar problem with Hermes and Amazon. Sorted today after emailing them following many hours spent on pointless online chats. Got a reply within two hours promising a refund without return (my item was faulty). Came home from work to find that Hermes had collected the parcel from my back garden - I had left it outside in a temper last night after another failed collection.
So it turns out that they DO collect without someone there to hand it over!
I wasn’t given the option of DPD unless I paid upfront and sent the receipt to get a refund.

Pay peanuts, get monkeys.

Nothing steals the joy from an eagerly anticipated online purchase more than an email or text confirmation from Hermes saying they will be delivering it.

I know they've rebranded to Evri in what appears to be an attempt to bury their appalling customer service reputation, but, from my recent experience, nothing has changed, they are still shamefully shambolic and incompetent.

They refuse to make public any customer service telephone numbers, have no live chat facility, no email address - just a online bot that sends you around in a circular spiral of non answers.

Some people are lucky in that they have a local courier who does their very best, but the corporate machine is disgraceful. I'll willingly pay more if a retailer uses an alternative delivery partner.

Most couriers I knew were hard working and wanted to keep their customers happy. Unfortunately during lockdown alot of people got work with them because they were furloughed or out of a job. The ones I met who had lost their job were claiming UC and didn't declare to HMRC. So what they earnt was extra money. For eg, my rate was 74p for over 1.3kg and 56p under. Hermes paid a girl 41p per parcel to do my round while I was off. These rates dont cover costs and allow you to make a profit, plus all they care about is clearing the depot .Changing the name wont help.

@Loobyloo68 I know how hard couriers work, my mum did it for years, this isn't a courier knocking thread, my regular couriers are fantastic. This is clearly an issue with Hermes booking attempt because it requires a van rather than the local couriers who use their own smaller vehicles.
And everyone I've had an issue with an item being lost in post it's been Hermes

• was supposed to read every time I've had an issue... not everyone!

@Fluffymule exactly every thing you said.

@VeniVidiWeeWee that's unfair, most couriers are extremely hard working for the very poor pay they get. The problem is the shambles of the wider organisation of the company.
My mum used to courier. Collecting parcels from the depot at 7am and often not getting home until after 9pm. Many of her customers appreciated her, she often got Christmas presents from her regulars!

Hope you get sorted today OP

Cheers @Peppapig7262662