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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To hate Hermes

127 replies

Juicyfrooty · 16/11/2019 15:24

Anyone else having issues with this shambles of a company?

I had an item from foot asylum due to be delivered yesterday. First email received from Hermes at 10.20am confirming they have the item and it will be delivered between 2 and 4pm. Another email came at 11.20am saying that the item had been successfully delivered to me at my address and they supposedly have my signature which is just a bloody scribble and definitely is not my signature.

I was at home all day and delivery was not attempted.

It is impossible to speak to anyone at hermes so I spoke to foot asylum and I now have to wait for a dispute form to be sent to me that I then have to complete and wait for them to claim against Hermes.

So pissed off

OP posts:
Roselilly36 · 16/11/2019 15:24

YANBU

Original poster
Juicyfrooty · 16/11/2019 15:35

It's going to take weeks to get a refund. It's ridiculous that I have to prove that they didnt deliver when they cant prove that they have delivered.

OP posts:
Minikievs · 16/11/2019 15:37

I returned a bike via Hermes as they were the only carrier that would take the size of box (except parcel force for a trillion quid)

It asked if I wanted insurance. Thought about it for 2 seconds. Decided it was Hermes so said yes.

Good job I did as they’ve lost the bloody thing Angry

Lemonademouth · 16/11/2019 15:47

ASOS use Hermes. Three parcels lost by Hermes meaning a big rush to find suitable replacements as needed for a particular event. ASOS refunded as it was clear they hadn't been delivered. The most frustrating thing is- you can't phone Hermes, you can't 'chat' on line - you just get an automised response which takes you in circles. It is a dreadful company.

Shepherdspyreads · 16/11/2019 15:49

This happened to me too, raised a dispute and then it was actually delivered a couple of days later. Despite the fact they'd said it had already been delivered and signed for.

Original poster
Juicyfrooty · 16/11/2019 15:51

Yes I did the live chat online, completely pointless. The phone number is just a pre recorded message.

Foot asylum are also shite. I have to wait for them to send a declaration form because it has to be completed in pen. They then only put claims in on fridays, so that's a week gone already, then hermes have 28 days to investigate before a refund is even considered. Not very good customer service.

OP posts:
Aridane · 16/11/2019 15:51

I always deal with the seller when Hermes screw up - easy enough to get a refund

My main gripe though is Royal Fucking Mail...

hairychinsrus · 16/11/2019 15:53

They are dire.
It's easy to send stuff but that's where it ends.
It's taken 4 months to get a refund when I had an item insured.
You can't talk to anyone, the email "customer service" is so slow and they are anything but helpful or clear so you have to email again to clarify questions
Would never ever use them again

Peanutbutteryogurt · 16/11/2019 15:53

I had an item delivered by Hermes yesterday. Delivered at 17.10 (I was in) and supposedly signed for by me. I assume the delivery guy signed it as it was just left on the doorstep in the rain. Lights were on and we were clearly home.

Apolloanddaphne · 16/11/2019 16:04

Going against the grain here but my Hermes delivery man is wonderful. My goods are always delivered when they say they will be and the guy is lovely and friendly.

Original poster
Juicyfrooty · 16/11/2019 16:08

To be fair the hermes guy is usually okay, but something has gone wrong on this occasion and it's just the complete lack of customer service that is frustrating.

OP posts:
aibutohavethisusername · 16/11/2019 16:10

I had a parcel picked up by Hermes on 7th November and it still hasn’t been returned to Mountain Warehouse. Not sure what to do as Mountain Warehouse want a receipt that it has been received. Which of course I doubt it has.

Original poster
Juicyfrooty · 16/11/2019 16:12

Is it usual procedure to have to complete a claim form and wait an age for a replacement or refund?

I once had a parcel left outside and go missing and TK Maxx sent out replacements with no questions asked.

OP posts:
Original poster
Juicyfrooty · 16/11/2019 16:14

I think I'll try and stick with collect plus or collect from store from now on. Such a palaver

OP posts:
GladAllOver · 16/11/2019 16:17

Even Amazon uses Hermes now!

Pretenditsaplan · 16/11/2019 16:23

I think it really depends on your local driver. At my old address i had gaming headphones worth over £150 being delivered by them. When the driver knocked i was halfway down the stairs facing the door which had frosted glass. He immediately moved from the front of the door. I opened it within 3 seconds of his knocking. He made me sign for it and then told me hed thrown it over the fence. The six foot fence. In a downpour. Onto extremely slick decking. I fell and broke my wrist retrieving it. All hermes had to say (back in the day you could ring and complan) well it says it was delivered. Yes because he didnt tell me until after he made me sign for it where he'd thown my package.

Current address ordered two lots of patio furniture and the lady rang the number on the delivery notes when she was packing them into her car to check i was in and could physically get the massive boxes in other wise if it was ok with me she'd leave it till after 5 and get her partner to come with her and help her. When they delivered them and i mentioned id hurt my back so i was glad she rung, her partner offered to actually set them up for me. I had a friend coming later to do it but i was amazed at the offer.

Petrichor11 · 16/11/2019 16:29

YADNBU Hermes are shit! I hope you get your refund quickly!

I have had better luck using their delivery to a local shop collection point service though. It’s quicker and so far has been more reliable (guess it’s harder for them to lie and no one was home when it’s a shop). So I’d recommend that it in the future, it’s the only way I’ll use Hermes now.

RaininSummer · 16/11/2019 16:48

Hermes are terrible but, from experience, the trick is to ignore the 'item delivered' card for a day or two and then the parcel will come. I think they run out of time and have to lie that it is delivered

Original poster
Juicyfrooty · 16/11/2019 17:02

I hope it does turn up. I cant afford to lose the money and have to buy it again, it's a christmas present.

I've just got a bad feeling they are going to refuse to refund or replace.

OP posts:
Aridane · 16/11/2019 21:52

Your issue is not with Hermes (who,you have no contract with) but with the seller. Deal with them

tass1960 · 16/11/2019 21:57

Exactly the same here today - allegedly delivered at 1.44. Oddly enough got a separate delivery from Hermes at 3.15. Tonight have had emails from Amazon and Hermes saying they attempted delivery but didn't want to leave parcel unattended - we were here all day. Luckily it isn't anything expensive or important. My heart always sinks when I see Hermes have my stuff 😳

brighteyeowl17 · 16/11/2019 22:01

Hermes man threw my parcel
Which was a bloody expensive hole punch OVER my gate and filled in card as ‘left in wheelie bin.’ Ie bounced off and smashed on floor. He has also left various items on my outdoor doormat as ‘in porch’

tass1960 · 16/11/2019 22:03

That said I watchied 'Sorry we missed you' at the cinema this week. I feel so sorry for the poor people who do this job ... very depressing viewing and I wish I hadn't bothered 😳

brighteyeowl17 · 16/11/2019 22:04

I’ve had also emails stating I’ve signed for parcels and when I’ve checked some chump has signed my name but no parcel. La redoute woman just laughed and refunded me instantly.

workshyfop · 16/11/2019 22:04

YANBU they’ve overtaken Ryanair for worst customer service imo

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