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.

You ordered your wedding outfit from China unseen or tried on?
Even if it had arrived you would be having to go shopping for a replacement, the coat would be a) miles too small whatever the size and b) shocking quality.

Those of you posting smug, self righteous shit about the op being hard work and how terrible it is that she wants people to lose their jobs, do you find day to day interactions with people difficult? Can you not read this and read between the lines that this is someone who is upset and frustrated and letting off a bit of steam? Just for future reference, a suitable response would have been
" oh that sucks! I'd be upset too. Have you any ideas on what to do next? Have you seen anything like the coats elsewhere? When is the wedding? How much time so you have?"

Having a go is kicking someone when they're down and not a nice thing to do.

Hey OP - you’re getting some ridiculous comments on here, please ignore people saying your behaviour is a red flag and you’re bridezilla - it was obvious that you were just having a rant rather than actually wishing people would lose their jobs, but this is Mumsnet and people love to have a dig 🙄

Sorry that they’ve lost your goods. I know how you feel as they’ve had some kind of issue with something I bought (second hand from the U.K. before anyone lynches me) and the amounts of times I see people on our local Facebook group asking if anyone has had. Hermes parcel delivered in their name because Hermes day they’ve delivered it but it isn’t there. They’re reputation is getting worse sadly and I’m not sure why.

However, I would get your money back and maybe try and treat yourself to a nice shopping trip and choose something in person if possible? That way you know what you’re getting and no worry about delivery!

I hope you have a wonderful wedding. Xx

I was expecting a rant about the high end bag manufacturers ☺

@silvergoldstars

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

I work for a large online fashion retailer.

The retailer sorts out the refund or replacement and then claims the money back from Hermes for all parcels that are 'lost in transit'.

Royal Mail have never lost anything ever

I will say as well that we use Hermes and DPD in the UK and send millions of parcels each year and it is genuinely only a small % that don't get delivered.

We do relentlessly work on / put pressure on the couriers to reduce this as obviously every unhappy customer is a call to our customer contact team (which costs us money), admin for us to claim back the cost of the item (more money), possibly lost custom from that customer in the future (more money) and the potential for them to pass on their bad experience to others (even more money).

@silvergoldstars

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

That's not how it works, though. OP's contract is with the retailer, not the courier company - so she has to be the one to ask for the refund.

The retailer can then claim the money back from Hermes, as that's who THEIR contract was with.

I'm an online seller, though I use RM, not Hermes. I had one package go missing - the recipient contacted me, I refunded them, and then I had to contact RM myself to claim the money back so I wasn't out of pocket.

@Antiqueanniesmagiclanternshow

Those of you posting smug, self righteous shit about the op being hard work and how terrible it is that she wants people to lose their jobs, do you find day to day interactions with people difficult? Can you not read this and read between the lines that this is someone who is upset and frustrated and letting off a bit of steam? Just for future reference, a suitable response would have been " oh that sucks! I'd be upset too. Have you any ideas on what to do next? Have you seen anything like the coats elsewhere? When is the wedding? How much time so you have?"

Having a go is kicking someone when they're down and not a nice thing to do.

This!! Everyone completely over reacted to this post!

Hermes do have a terrible reputation generally but our local Hermes guy is brilliant, he will deliver things to my home address if business closed, and vice versa, has delivered parcels to my shop for people he knows are customers if they aren't in. Unfortunately, ordering from China is a risk you always take, I mean, I'd be surprised if the jackets actually look like they're supposed to, and fit!

YABU in wishing job loss and bankruptcy on people tho

Like @warmfluffytowels I also sell on line - I have a small craft business. I don't use Hermes for my items as RM is absolutely fine and easier for me. However, I've had a couple of items lost by RM in the past, four lost by USPS (I also send to USA), and one lost in Italy. That's in over 3000 orders so not bad. RM, USPS and the Italia Post can't order from me on behalf of a customer. That's ridiculous. What if I've stopped making that item or made it as a one off?

The standard procedure is for the seller to send a replacement or refund then claim for the lost parcel. That way the buyer gets a replacement asap and the seller isn't out of pocket.

Hermes in our part of the world had a huge piece of bad publicity a few years ago when parcels were found dumped in a field by a driver. One of them, we presume as it never arrived, was a Christmas gift for our DS from his uncle. Uncle bought a replacement, claimed through Hermes and sent it again. It was a hassle but you can't blame anyone other than the rogue driver.

I used Hermes to send Christmas gifts last Christmas as I missed the royal mail deadline and both parcels arrived on Christmas Eve as promised.

Bad delivery drivers in all courier companies unfortunately.

But contacting the seller is the standard and correct procedure. A good seller will know exactly what to do.

My Hermes delivery chap is brilliant. Helpful, friendly, thoughtful and efficient.

My Hermes delivery driver Mark is great. I've never had items being late, going missing or left in the wrong place.

@Stevenage689

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."

Or stolen by the driver - which has happened to me twice since December 2020. At least Hermes admitted it. Although I had to do a subject access request and report to the ICO when they failed to respond to that in the set time.

If you need something by a date don't order it from China.

@TinySaltLick

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

Yes, because it really is that easy to make your own clothes. Pull the other one.

I think it should be a legal requirement for every online order that you are told who the parcel delivery company will be, and before placing the order you have to acknowledge (tick a box) to confirm this.

Companies would drop Hermes like a stone were this the case.

@VeganVeal

I hope your intended doesnt see this post. It'd be a massive red flag to me, what s colossal over reaction over a coat!!!!

You sound hard work op

You are ridiculous.

Their response seems fine! I don't understand your reaction at all

Hermes are just the worst. I try to avoid retailers who use them, but they usually try to hide it before you order!

@newnortherner111

I think it should be a legal requirement for every online order that you are told who the parcel delivery company will be, and before placing the order you have to acknowledge (tick a box) to confirm this.

Companies would drop Hermes like a stone were this the case.

But from this thread (and others) it's clear that service varies massively depending on your area.

I have never once had an issue with Hermes or Yodel - they deliver on time, the drivers are polite and friendly and things don't arrive damaged, chucked over garden walls or left on doorsteps.

I have no issue with companies who use Hermes, so it wouldn't put me off. I'd pick that over some other companies any day.

I’ve never received a package that is sent by Hermes at my building ! Every single time it goes missing or they say it’s delivered but it is not ! I

Yep. They lost my very very rare item I sent with them last month.
I only sent it it was too long for other couriers. Last time I sent with them 4 years ago when I used to use them frequently as we had no post office nearby, however they lost an brand new £70 item so I stopped using them.
This time I only used them as item was too long for DPD or RM. it’s lost , I opened claim, they need 28 working days to investigate.
Also they are SO cheeky, when I used to used them all the time and I linked my EBay account with them- suddenly all my parcels were overweighted and they kept charging me extra fees.
I own a very precise postage scales , so my parcels weight precisely as Royal Mails one, no way that a parcel containing flimsy t shirt weighting 250grams suddenly on Hermes scales weights over 2 kilos!!!!!!!

Cheeky bastards.
So now I’m entirely pissed off with myself as they lost my rare item I stupidly posted with them last month.

But dramatic.

Who are Hermes shareholders?