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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to be furious with Hermes?

48 replies

Tokelau · 29/10/2017 11:32

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.

AIBU?

OP posts:

verystressedmum · 29/10/2017 12:16

I’ve never had a problem with my Hermes, the man who delivers does evening deliveries and he leaves a card with his mobile number on. He’s been doing the deliveries for years so I do t know what would happen if there was someone new.

However I can understand you not wanting it delivered to your work if you’ve not been there long but what did you think would happen to your delivery if you’re not in all day everyday?

RhiannonOHara · 29/10/2017 12:17

at the YABUs.

Not all workplaces are OK with people getting personal things delivered. The postroom at my last job took a very dim view of it. The OP is taking a chance on her work being OK with it because Hermes have left her no real choice.

But worse is Hermes' actual performance. They tried to deliver once but didn't leave a card. They tried again and left a card with a useless number.
They tried to deliver on a day the OP had expressly told them NOT to. They told her it would be delivered on Saturday or Sunday and have failed.
Their courier is not answering the phone or emails.

ONE of these fuck-ups would be irritating but forgiveable. But this is a whole catalogue of terrible 'service' and the OP is not being U to be annoyed.

RhiannonOHara · 29/10/2017 12:18

what did you think would happen to your delivery if you’re not in all day everyday?

The reasonable thing to expect is that they leave a card with useful info on it about redelivery/where to pick up the parcel, you follow the instructions and you get your parcel.

outabout · 29/10/2017 12:36

The regular drivers for most companies are generally pretty good but the 'cheap' way the admin and 'problem resolving' brings the better ones to the surface. UPS and FedEx are usually good. Hermes, maybe I just got lucky but Yodel has been worst. Inability to find one address in a postcode with only 5 properties is appalling! (UPS 'holiday relief' driver).
The usual driver on his return said it took the manager and the regular driver a couple of days to get the mess by the 'temp' sorted.

Original poster

Tokelau · 29/10/2017 12:37

Thank you all for your experiences and opinions.

Rainyapril, you're right, I will do things differently next time, I will avoid Pressybox and Hermes!

As RhiannonOHara said, I thought they would leave a card with useful information about redirecting or redelivering my parcel, like all the other delivery companies have done in the past.

I don't know if deliveries are allowed at work. If not, I will apologise and not do it again.

OP posts:

Allgirlskidsanddogs · 29/10/2017 12:46

Take wrapping paper to work and wrap in lunch hour, or work through lunch and wrap when parcel arrives. Warn your manager in advance and apologise but explain the timings.

jelliebelly · 29/10/2017 12:53

Yes Hermes are rubbish but if you are out at work all day you need to be organising birthday presents etc much more in advance to ensure you get them in time.

PickAChew · 29/10/2017 12:53

Hermes are shit. I needed to return something to landsend, earlier this week. They charge for returns. It was either Hermes or the post office for a lot more because it was bulky.

I tried to arrange a drop off at a shop. The map on the website wasn't working on any browser on any internet enabled device I own, so I couldn't actually find a shop to take it to.

So I had to arrange a collection. Got a fucking 12 hour collection window so was stuck in the house with the kids until they arrived.

I did tweet landsend UK about how shoddy this was and they just bloody ignored me. That's a good customer they've lost.

starzig · 29/10/2017 12:57

I made my DH work from home to receive a delivery from them. He saw the guy walk down the path and put the card straight through the door without knocking. He had to chase him up the path with no shoes on.

JustDanceAddict · 29/10/2017 12:57

Hermes are awful, it’s a known fact! I now pick up from
Local shops as last time I tried a Hermes delivery it never turned up - to DH’s work. I got a refund from the actual company (was a present for DD & it didn’t arrive in time for birthday).

kali110 · 29/10/2017 13:12

made my DH work from home to receive a delivery from them. He saw the guy walk down the path and put the card straight through the door without knocking.
This i just dont understand! Same to me!
Plus the amount of things that went missing or they put in our bins

TatianaLarina · 29/10/2017 13:15

Hermes is no better or worse than Yodel or DPD. Citilink was so bad it went bust.

The best ime are UPS and DHL.

RhiannonOHara · 29/10/2017 13:20

My DPD and Yodel delivery guys are both excellent, I have to say, but I guess I'm just lucky. DHL I only use occasionally but they are a cut above. Reflected by the prices!

BetterGoNowMary · 29/10/2017 13:23

I hate Hermes too but in this instance yabu. They can't guarantee delivery on a specific date.

RainyApril · 29/10/2017 13:37

I can't understand any of the pps who say op is BU.

They delivered on Weds but failed to leave a card.

They delivered on Thurs and left a card without any contact details or a tracking number.

They delivered on Friday despite being advised to leave it until Saturday.

They said they'd deliver on Saturday and failed to do so despite op waiting in all day.

Throughout, loads of phone calls from op.

How is that not terrible service?

RainyApril · 29/10/2017 13:40

Oh and a delivery driver who doesn't respond to calls and emails from his employer.

kali110 · 29/10/2017 13:46

Since when can they not guarantee delivery on a certain date? Maybe they shouldn't promise that then?

Original poster

Tokelau · 01/11/2017 21:43

Update: Hermes were supposed to deliver the parcel to my work on Monday. They didn't. They came again to the house, after I told them I wouldn't be there as I was in work. Completely by chance, my daughter was there when they called and she accepted the parcel.

The box was crushed and the top was completely open. Fortunately, everything was inside and unbroken.

It was such a terrible service though. I have told Prezzybox that I will never order from them again unless they change courier. It's a shame because I like the stuff on their website and am pleased with the items I bought.

I have complained to Hermes but they don't care. My other daughter is tweeting them, as apparently twitter is more successful for this type of thing.

OP posts:

ProperLavs · 01/11/2017 21:54

They really really don’t care. Having said that I had a delivery from yodel today. I had specified my safe place should I be out. I came home from work and it had been dumped outside my front door for anyone to steal. Luckily when I told the company who had used them they said they would block yodel as a courier for any future purchases and look into it.

Glumglowworm · 01/11/2017 22:04

Yanbu

I would expect a card to be left and to have contact details on so you can rearrange delivery.

Fruitbat1980 · 01/11/2017 22:17

YANBU. Hermes are shit. Even Amazon agreed with me. Twice in last month I've been emailed (multiple times) for both deliveries saying 'parcel left in porch' it was not. Neither time. Basically they couldn't be arsed. Both items on prime gaurenteed next day. One took 4 days one took 9! And arrived inboxed and damaged. Apparently the 'we left in porch' emails were scannning issues not because they were lying to get their money for an on time drop. They are lying bastards. Ps. DPD are no better!

kali110 · 01/11/2017 23:35

Hermes don't care when you complAin. I complained multiple times in a year and they didn't give a toss. ( or tell you to take it up with who you purchase your item from. Why, my problem was your crappy courier)
I'd give up op. Just avoid companies that use them.

milliemolliemou · 03/11/2017 18:10

I've had bad experiences with Hermes - including a present ordered in October that failed to arrive in time for Christmas by the time it had gone back and forth to depots. Some drivers may be bad and negligent but having met a driver socially he said that to turn a living wage they have to deliver x number of parcels while providing their own car, petrol and insurance - which DHS and UPL drivers don't. Clearly management don't give a toss providing they get the contracts from firms that need deliveries and they seem deliberately to give their "freelance Employees" (remember Uber) no-delivery cards that are unhelpful. I'd love to know from a Hermes driver what information they're given - I have a rural postcode which is miles from anywhere and I've always said that some satnavs go wrong as does bingmaps - not clear if they got any of that.

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