To want to see Hermes and it’s shareholders lose every penny and go bust?

[Itsnotmyjob]

Ordered a couple of linen coats on Etsy. Both for my wedding in August for me and MoH.
Sent ok from China, arrived UK on 1 July according to tracking, then…… nothing.
Put in a query and asked sender to check . This am get email.

*I completed a thorough investigation and unfortunately must confirm that the item is unaccounted for.

I’m truly sorry this situation has occurred, and you haven't received your item for the wedding therefore, I want to support you by advising you of the speediest course of action to resolve it.

Please contact your retailer, and let them know whether you would prefer a refund or replacement.

I can assure you this is not the norm as we usually deliver over 3 million parcels successfully, every day.

If you won’t be home to take delivery of your next parcel, for future deliveries, you can now choose a preferred neighbour or safe place to leave your parcel here new.myhermes.co.uk/track.html. That way, we can make sure it gets to you, even if you're not home.

If you need anything in the future, please contact your Hermes Customer Service Team and we’ll be happy to help.*

AIBU to be absolutely furious with this response? Shit attitude, shit service, shit company. I’m so glad I can change my options for delivery. How about FUCKING DELIVER IT IN THE FIRST PLACE.
I know it’s not the end of the world but…it’s my wedding. I’m sitting snivelling, it’s pathetic.

I don't understand what more they could do (apart from not lose your pace, but that ship has sailed)

The stock text about changing delivery options is shit, but it's stock text... The majority of lost parcels, I imagine, will be things delivered and then stolen from a "safe place."

You want to see thousands of people out of a job because of some missing coats.

YABVU. Wow what an attitude. You wish everyone who works for Hermes to lose their jobs because of a missing parcel? Nice!

I’m sorry that this has happened, but we always get great service from Hermes.

Hmm I think it should be Hermes contacting the retailer and organising (and paying for) a replacement actually.

I've never had an issue with them. You are being ridiculous to think your missing coat is so important that it's worth people losing their jobs.

What a massive over reaction!

Their response is fine and very helpful. Sadly sometimes things do get lost. To want thousands of people to lose their jobs and for a company to go bust over 2 missing costs is deeply disproportionate.

Do you always react so poorly if someone makes a mistake?

Hermes are shit, as are DPD. Neither employs people capable of reading clear instructions. I'm sorry you haven't got your stuff. However, there are things you can do which, if enough people did them, would not help their business.

Shop locally. If you use local (small) retailers, there is usually no need for airfreight or delivery companies, fewer packages to deliver and it is better for the environment. If you buy online ask for goods to be delivered to a central place for you to collect at your convenience. I ask for companies not to use DPD or Hermes as they are so useless. When they mess up, I use social media to name and shame them - probably doesn't do much good but makes me feel better.

It is disappointing, but no courier company has a 100% successful delivery rate, and Hermes is known for both being cheaper and more likely to lose parcels than others.

If it's something important and time-sensitive I buy from a seller who uses a more reliable courier, such as UPS, although the delivery fee will be higher then. And of course still not 100% guaranteed arrival.

I've personally always received parcels from Hermes, but as I'm aware of their reputation I always factor in that the parcel may go missing or be delayed when ordering.

Also ordering from China there is plenty that can go wrong en route, so again I'd factor in enough time to buy elsewhere or reorder.

I hope you get your refund swiftly and can get something suitable locally.

I wouldn't want Hermes to go out of business as whilst they do lose parcels more than others they are also popular - because they are cheaper! People choose a cheaper courier and tolerate a higher chance of a parcel going missing.

what a massive over reaction, get a grip, and if it was that important you should have gone to a shop. How do you know they would even fit?

Highly unfortunate, but one should never rely on hermes for something so important. They are the cheapest for a reason. Perhaps find a similar pattern online and make the coats yourself? Lots of good tutorials on YouTube

I won’t buy anything that’s ‘delivered’ by Hermes anymore. Saves a lot of hassle as they have never managed to successfully deliver to me and I invariably waste loads of time following up, getting refunds etc.

I have zero idea how they continue to exist as a company. My experiences with them don’t seem to be remotely unusual or surprising.

I get it's annoying but think you are over reactng... Mistakes happen

I've ordered from China a few times and every single time it was a rip off one way or another. Even if it had arrived it wouldn't have been what you were expecting.

Thousands will be out of a job, probably for not the first time this year. You’ll feel SO much better, though.
YABU.

@Ohsugarhoneyicetea

I've ordered from China a few times and every single time it was a rip off one way or another. Even if it had arrived it wouldn't have been what you were expecting.

This did cross my mind. I suspect the coats the OP ordered wouldn't have been what she was expecting. For something this important I would have bought more locally.

I'm sure there are reputable selllers on Etsy from China, but they're in the minority. Many sell cheap mass produced goods similar to those from Wish.

think twice when ordering from China.
op ask for a refund from the retailer and look for something similar, not from China.

Our Hermes delivery driver is brilliant. It would be sad to see her out of a job because you haven’t got your wedding coats, through no fault of hers.

Hermes are shit - their idea of a safe place at my house (pre pandemic) was on the doorstep with my door mat on top of it. The box was bigger than the mat so it just looked like the mat had been stacked. I had put a note to say if I wasn't in, to deliver to my neighbour at number X, who had agreed to take the parcel. They sore blind the parcel had been delivered to a safe place and sent me a photo of it with its doormat wig. Unfortunately, it had been stolen, as I wasn't even in the country when it was delivered (was also a week later than expected, but that could have been the retailer not Hermes). I had a real fight getting a refund.

@Whinge

You want to see thousands of people out of a job because of some missing coats.

This

You need to calm down.The item can't be found, Hermes can't help that.

Yes Hermes are a bit shit. Will they compensate you? I have put claims in and they then miraculously say its delivered to my seller. Seller insists it isnt.

It can be delived to a local drop off point. Should the seller should take the hit if they cant prove delivery?

I won’t buy anything that’s ‘delivered’ by Hermes anymore.

Same.

I’ve had too many terrible experiences with them to count. The most recent one, someone bought something from me on Vinted and requested Hermes delivery. The item disappeared off the face of the earth and it was quite literally impossible to get a human to look into it. Their entire ‘Customer Service’ system is designed to get you off the phone. No response on social media (check out their Twitter, they’re very selective over who they respond to).

They were beyond useless and it took me a whole month to get an automated “your parcel is lost” response

I wouldn’t wish job losses on anyone, but I must admit I actively avoid using them and won’t buy from retailers who use them.

Hermes is known for "losing" parcels. There was an exposé a few years ago where it was shown that Hermes was auctioning off undelivered parcels by claiming they were undeliverable when they weren't. They lied claiming faulty or missing addresses etc. when this was clearly shown to be untrue. They also would claim a parcel had been successfully delivered when it wasn't, which was worse because the recipient couldn't even get a replacement or refund.

Thanks everyone for replying, of course I don’t really want anyone to lose their jobs. I have had a fair amount of previous poor service from Hermes, this was not a one off. Sadly you very rarely get to choose which company a sender uses in my experience.

I just had a moment of fury and didn’t expect everyone to take my title literally, just to get my frustration. Responses are all good ‘here’s a raised eyebrow, pull yourself together and give your head a wobble’ which I needed.

The stock response needs amending. If you’ve let someone down it doesn’t help to tell them a) you are just very unlucky, b) it’s your problem to fix, and c) how marvellous the options for delivery are when they’ve just told you they’ve lost yours.