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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to be pissed off that amazon is using hermes to deliver my parcel

73 replies

BeerandBiscuits · 02/09/2019 10:05

Amazon Prime has always been great, I get a lot of deliveries and never any problems. Until now.
Parcel was to be delivered on Friday and Hermes would be the carrier.
I decided to wait in for delivery as it was Hermes and driver might not be able to work out the unattended delivery place (side door to garage).
3 days of waiting around later, still no parcel. Had emails saying they've attempted delivery twice and I should contact them, HOW IN HELL AM I SUPPOSED TO DO THAT?? Chat doesn't work, phone just refers you to online help and cuts off.
They're lying about the attempted deliveries and I want to ask why.
Amazon tell me there's a problem at the carriers distribution centre, profuse apologies ++ and £5 voucher given.
Latest is email from Hermes saying there's a problem with my address and the driver couldn't find me. Amazon gave them my address and its correct.
No wonder hermes make it impossible for people to contact them, they'd be inundated with apopleptic people

OP posts:

lifecouldbeadream · 02/09/2019 10:19

YANBU
Hermes are pants. That is all.

SirTobyBelch · 02/09/2019 10:24

Of course you're not being unreasonable. No reputable trader would use Hermes (or DPD) for deliveries. I will now only buy stuff from eBay sellers who offer click & collect. I stopped buying from Amazon a few months ago because stuff doesn't get delivered.

Original poster

BeerandBiscuits · 02/09/2019 10:24

Amazon must be desperate to be using them, as they're going to lose customers.

OP posts:

SirTobyBelch · 02/09/2019 10:25

Should add that if there was something I could only get from Amazon I would have it sent to an Amazon locker. There's no point at all in trying to get it delivered to home.

SistersOfMerci · 02/09/2019 10:26

I despair with Hermes delivering our Amazon parcels. So much so I've gone ne back to shopping in actual shops instead and paying more.

Sayhellotothethings · 02/09/2019 10:36

Our Hermes driver is really good but he is a complete one off, the one before him was crap. One of my parcels was a week late being delivered as somebody new started, decided 2 hours in to the job that it wasn't for them, so abandoned the parcels! He had to go and find the car with all the parcels and deliver them later on, was so apologetic.
We did have major problems in that week with speaking to Hermes so I just hope that our guy likes his job and carries on doing it.

JamOnTheCarpet · 02/09/2019 10:41

Currently waiting for Hermes delivery from Amazon myself.
They've never sent via hermes before, and I'm pissed off too.

There are a few companies I used to buy from who I no longer use thanks to them using Hermes to deliver, and that's what pushed me into using Amazon more in the first place!

xsamix86 · 02/09/2019 11:13

Generally the parcel carrier is decided by the seller. Amazon has a multitude of private sellers that sell through them, and are not forced to use Amazon's delivery system. So technically although Amazon is the buying portal, like Ebay the item will be sent by the customers preferred method. This also means that Hermes will not be privvy to the delivery preference/instruction provided to Amazon as this may not be sent to the seller to log. The instructions would need to be provided to Hermes directly if possible. This would be the same with any other courier such as Yodel, Parcel Force etc.

EnglishGirlApproximately · 02/09/2019 11:14

The last Hermes parcel I had said they’d attempted to deliver and sent me a photo of where they’d left the parcel - which wasn’t anyone on my property! When I finally figured out how to get in touch their best suggestion was that as it had been left somewhere near my house I should search the outbuildings of all my neighbours houses
It was finally found by someone six houses down from me - the driver had climbed over their 5ft high locked fence to put it in their summer house. The even madder thing was that I work from home and was definitely in at the time they came, my car was on the drive, no attempt to even deliver to me!
Truly awful company

GinDaddy · 02/09/2019 11:16

Mark down the seller in feedback. Then follow that up with a formal complaint with Amazon Customer Service (they’re normally very good as I find them, at responding).

That’s the only way you can change things here.

FuzzyPuffling · 02/09/2019 11:17

Hermes is excellent round here (a gem of a delivery driver) but in your case YANBU. Highly annoying.

akkakk · 02/09/2019 11:18

The legal position is that the seller (Amazon) is responsible for delivery of your parcel - they don't abdicate that responsibility by handing it over to a courier...

therefore the courier is their responsibility...

so don't engage with Hermes - use Amazon chat / etc. which is very good - and the instance they fail to deliver - get on there and ask them to sort it out - if necessary reminding them that they hold legal responsibility for delivery...

the more pressure that is put on Amazon a) you have more chance of getting your parcel and b) they will have more reason to sort out Hermes - if you engage with Hermes, then Amazon have no incentive to sort it out

2beautifulbabs · 02/09/2019 11:27

I've never had issues with Hermes and I've had three lots of deliveries from them in the past few days

The companies I hate the most is dpd and yodel now they are beyond awful damaged stuff etc awful experience with those two delivery companies

Zakana · 02/09/2019 11:42

I will not use any company that uses Hermes (Herpes as I call them) for deliveries, in the five years I have lived at my current address, every parcel which they have delivered without fail has been late, sometimes by up to three weeks, damaged or just not delivered at all. No reasons given by Herpes at all on any occasion. Lies given by Herpes and online tracking tells you naff all. Hate them with a vengeance!

Original poster

BeerandBiscuits · 02/09/2019 11:44

Eash time I phoned Amazon (3 times) they apologised ++, said they'd sorted it and I'd definitely get delivery by 9pm that day. Not engaged with hermes at all as unable to contact them.
Interesting what PP said about the seller choosing the carrier, I didn't realise. They've already sent an email asking what I think of their product, will tell them I haven't got it yet and why.

OP posts:

ControversialFerret · 02/09/2019 11:45

They are also known as Herpes here as well

I won't buy from shops who use them as the carrier, because they are so bad.

Downwiththatsortofthing252 · 02/09/2019 13:59

Hermes are awful, a company I used to work for sent back some documents to a client using them. The client didn't notice that they hadn't been delivered for about 3 weeks (I think that was my company's fault for not communicating clearly with them), but by the time we followed up with Hermes they had shredded the parcel!

No attempt at delivery back to sender, or even contacting us to say there was an issue, nothing. Would never use them.

Zakana · 02/09/2019 14:11

I also have an eBay online store and have never and would never use Herpes, and I have 100% feedback score and have had since 2009 so only list click and collect, RM signed for and Collectplus as delivery options. The last Herpes driver that delivered here dropped someone else’s parcel in our driveway and drove off!

Zakana · 02/09/2019 14:14

I have never had any problems with dpd, yodel, RM or any other carriers, just Herpes! However, we live on a private road and once the assistant online at Herpes when I was trying to locate a parcel slipped up and said it was because of the private, unmade road! Doesn’t stop anyone else, it’s not Mount Kilimanjaro FFS!

PotatoesDieInHotCars · 02/09/2019 15:34

Hate them. We get the whole bs "this is the 2nd attempt to deliver" lying-card through the door here too...5 mins after they send a email at 9:55 saying package will arrive between 9:00-10:00. If I'm lucky.

WanderingMind · 02/09/2019 15:39

We seem to be lucky with our Hermes deliveries, always deliver to us with no problems. Amazingly friendly considering the pressure they must be under.

GladAllOver · 02/09/2019 15:44

I've also had problems with Hermes. Very disappointed that Amazon are using them and hope it's just a temporary issue.

TildaKauskumholm · 02/09/2019 15:45

I too have been disappointed with amazon using the crappy Hermes, didn't they used to always use royal mail? I guess they do whatever is cheapest.

doadeer · 02/09/2019 15:54

Sellers can choose to have their orders fulfilled by Amazon or their own carrier of choice. These vary greatly in price with hermes on the cheap end and DPD on the premium. The best way to avoid it is to check it's being fulfilled by Amazon, rather than a marketplace seller.

And yes... Always apply pressure to the retailer not the carrier.

Iminagony · 02/09/2019 15:58

I hate it when I find out Hermes is the courier for anything I've purchased. I haven't been impressed with their service or the difficulty in trying to resolve problems.

The most recent Hermes delivery driver at my last property was good and fairly helpful though. Have moved and not had an Hermes delivery to this house yet. 🤞 it's a decent person when I do though.

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