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AIBU?

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Original poster

Boycott Hermes - a total disgrace

131 replies

Jayban · 27/01/2022 11:52

I will never EVER use this company again!

They lost my parcel worth £35.

Their insurance cover is a paltry £20. BUT even with that it is LITERALLY impossible to claim!!!!

There’s nothing on their website about claiming. Their own!!! tracking numbers are not accepted when trying to make a query! If you get through digitally you just get a “this parcel has not been delivered yet” automated message. Two weeks after it went missing. I tried to contact them through Resolver to get a claim form link - they sent one that doesn’t work. The next time it was just a link to their general website where it is impossible to make a claim from.

These people are really scammers.

Please be aware if you use them, there is a good chance they will lose your parcel and on top of that you will NEVER be able to make a claim, short of writing to the CEO. Even then?

Just sharing information. Have a nice day.

(And don’t ruin it by using these cowboys).

OP posts:
Branleuse · 27/01/2022 12:00

I think any delivery service is only as good as its people. My hermes delivery woman is really nice and so was the guy before her. Really helpful and a proper friendly face to many.

Lockheart · 27/01/2022 12:02

Everyone already knows how shite Hermes is, this should not be a revelation to anyone.

Whitefire · 27/01/2022 12:06

I've never had issues with Hermes, they do say that compensation is only up to £20, you have to pay additional fees to increase the cover.

Is it one you were sending or was it coming to you?

Whitefire · 27/01/2022 12:07

I've had more parcels lost by the Royal Mail.

CaptainMyCaptain · 27/01/2022 12:07

@Branleuse

I think any delivery service is only as good as its people. My hermes delivery woman is really nice and so was the guy before her. Really helpful and a proper friendly face to many.
This.
Zazdar · 27/01/2022 12:08

My hermes delivery woman is really nice and so was the guy before her.

It doesn’t alter how nice the delivery driver is if the parcel is lost before it even gets to the delivery stage.

I’ve had two Ebay purchases lost in transit so far this year. Both Hermes.

ilovesooty · 27/01/2022 12:08

I've never had any trouble with them. Certainly not going to boycott them because you say so.

CorrBlimeyGG · 27/01/2022 12:08

Why did you send a parcel under insured? They give you the option to select a higher amount.

Hermes work well for me. My courier is lovely.

exexpat · 27/01/2022 12:11

Is this a parcel you sent?

If it is something you bought online that was meant to be delivered by Hermes, your contract is with the seller not the courier, so you can claim back from them.

I would never use them to send anything myself as then I could be held financially responsible for their incompetence.

PinkWaferBiscuit · 27/01/2022 12:11

@Whitefire

I've never had issues with Hermes, they do say that compensation is only up to £20, you have to pay additional fees to increase the cover.

Is it one you were sending or was it coming to you?

I agree completely with this, I've had much more trouble with royal mail parcels vanishing than I ever have with Hermes. They make it incredibly clear that the standard cover is only £20 and its easy to icnrease it by paying more so I'm not sure why that would come as a shock to anyone.

Like any company they are not perfect and of course all services lose some parcels but I don't think it's fair to blame them for things that are the senders responsibility.

MangoBiscuit · 27/01/2022 12:11

I am also waiting to hear back from them. They're supposed to be collecting a dishwasher. 2 days I've been stuck in the damn house waiting for them. Finally found out last night that they cancelled the fucking collection. Apparently no one was home, but both DP, myself, and the doorbell footage have assured them that no one even tried to approach the door. Lying gits.

Womencanlift · 27/01/2022 12:12

YANBU and I would/do actively avoid any companies who I know use them - although you often don’t find out until after the transaction is complete

I would also pay more to choose the specific delivery method/courier

Also some pp’s may say their driver is lovely which I’m sure is true but the issues tend to happen long before the parcel reaches your local courier (albeit some bad couriers are definitely out there too)

beautifullymad · 27/01/2022 12:12

It's difficult to claim but not impossible.
I recently claimed for an item they lost for £25 and received compensation.

What's frustrating is once you've filled out the online claim form they insist on giving three months to make sure the item isn't found.

I applied immediately, waited three months, chased them up and was refunded.

It's a long process though.

bigbluebus · 27/01/2022 12:12

The only time I've ever had a lost parcel it was Yodel. And it was a carpet cleaner - so quite hard to lose. Many of my on line orders arrive by Hermes and have never gone missing.

amusedbush · 27/01/2022 12:13

My local Hermes woman is nice and reliable. The guy who delivered parcels to my office pre-WFH was useless and actually laughed in my face when I asked him why he had marked the parcel in his hands as delivered at midnight two nights previously.

I returned a parcel worth £120 and they lost that. It was massive and almost 10kg but somehow vanished into thin air. I chased and chased but finally just opened a Paypal case. Because Hermes didn't respond to it, my money was refunded automatically.

Generally they are as good or bad as any other company but when they mess up, they really mess up.

L40Postcode · 27/01/2022 12:16

I’ve started contacting companies before I make an online purchase to find out which courier they use. If it’s Hermes I take my custom elsewhere. The Hermes service in my local area is absolutely dismal.

And yes they make it as difficult as possible to contact them and/or make a claim.

StColumbofNavron · 27/01/2022 12:20

I no longer shop with companies who use My Hermes as their courier. The biggest issue is that when there is a problem it is nearly impossible just to speak to someone so you cannot resolve the issue.

More than once parcels simple haven't turned up after apparently being delivered. (3 occasions in the last year).

Most recently a Christmas gift that was ordered and repeatedly received messages saying that they had attempted delivery ( 3 separate times) and all three occasions more than one person was home and other parcels received on the same days. They absolutely had not attempted delivery and the gift arrived on Christmas Eve despite being ordered with enough time.

I just got repeated automated messages.

whynotwhatknot · 27/01/2022 12:28

If youre waiting for aparcel you contact the sender hermes dont want to know

i wouldnt use them personally

ineedsun · 27/01/2022 12:29

@Branleuse

I think any delivery service is only as good as its people. My hermes delivery woman is really nice and so was the guy before her. Really helpful and a proper friendly face to many.
This is the case here, she’s lovely, a really important part of the community and supports a lot of the older people.
Skinnytailedsquirrel · 27/01/2022 12:30

If I know a business uses Hermes for delivery it really makes me think twice about buying from them. The hassle is just too much.

girafferaffle · 27/01/2022 12:31

I ordered something with a choice of £4.95 for hermes or £6.95 for DPD next day delivery. Paid the £6.95 without hesitation and they've sent it by hermes. I could cry. Should have arrived today by DPD but instead it's not even tracking on hermes.

It was my second purchase from a shop where my first purchase went badly so I'm annoyed with myself tbh. I love the products though, just buying direct from them is a horrible experience. Just couldn't resist the sale prices (plus 20% off code given due to issues with 1st order). I'm an idiot.

MooSakah · 27/01/2022 12:32

Hermes is the best one round here. YODEL is a nightmare

Stellaris22 · 27/01/2022 12:33

I've had a lot worse issues with Royal Mail, and always orders with Boots.

Our Hermes delivery guy is incredibly lovely and we got him a Christmas card last year.

Sartre · 27/01/2022 12:33

Never had an issue with them until last year. Sent multiple parcels with them and they were always delivered fine. Then sent an expensive pushchair worth £££ to an eBay buyer and it just didn’t arrive at all. I had to call Hermes up which is difficult, it’s hard to get past the automated bot. Kept calling and calling only to be fobbed off for about 2 weeks. They did send me a compensation form eventually and it took them 6 weeks to refund me. Absolute nightmare. I wouldn’t use them for anything valuable every again.

BlusteryLake · 27/01/2022 12:35

It seems to really vary by area. They are really good in my area, but I have a friend about 20 miles away who finds them appalling.

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