It's all down to the individual driver not the company.
But it shouldnt be that way. The level of service I receive should not be wholly dependent on who has claimed my address in their route especially when there is no way I can do anything about it other than avoiding using another company (that i either like/need/want to use) because they use Hermes as a courier.
I work in a supermarket on customer services and if I just answered customer issues with "that's down to an individual colleague not the company" then people would be rightfully angry and unhappy.
I live in a block of flats which is admittedly hard to find if you dont know where to look (it doesnt have a street number and access is set back from the street in a courtyard down what looks like a back alley) so I always leave a delivery note with my mobile number and an instruction to call if they are having issues locating the building. The problem is that if the drivers don't make initial contact then there is no way to get hold of them as there is no way to talk to an actual person.
My original courier had an issue the first time he delivered but then every time afterwards it was fine, but he gave up the round about 6 months ago. Since then there has been a different courier every time and I have had an issue with every delivery.
With multiple deliveries the delivery window has been changed through the day - get a message at 8:30am saying delivery between 9-1, then at 12:50 I get a message saying there has been an issue and delivery will be between 1-4, then at 4:10 another message saying delivery will be attempted between 4-8 until finally at 10pm I get a message saying they were unable to deliver and they'll try again tomorrow ... meanwhile I've wasted a day off waiting in and wont be in the following day as I specifically arranged a specific day for delivery.
Other deliveries I have had a message saying "Sorry, there was nobody in when we called and there was nowhere safe to leave your parcel so we will try again tomorrow" when a) I have been in all day b) it is a secure block of flats with a lobby where every other courier leaves parcels either next to our post box c) each flat has a clearly marked cupboard next to their front door that I have set as my "safe place" if I'm not in d) I work 10am -10pm the following day so still wont get my package. 90% of the time when I get this message I know it's a new courier who just hasn't been able to find the building because the other 10% of the time I get no package but I do get a calling card left in my post box to arrange redelivery with the courier's details. The problem is that, with no way to contact them with more information, I get this message every day before they just send it back to the retailer and I have to deal with trying to get it resent to a click and collect pick up point or a refund.