Boycott Hermes - a total disgrace

[Jayban]

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).

I know it has a bad rap but I really have the best service with them. I'm able to have my orders delivered to a local shop a couple minutes walk away and returning through them is so easy is this not available where you are?

I'll just leave this list of excluded items here in case it helps anyone. It's not that hard to find but the sheer number of exclusions is staggering. Stamps, furniture, "composite items" whatever they may be. They rely on people assuming they are covered.

www.myhermes.co.uk/_assets/pdf/carry-guide.pdf

I live in a block of 42 flats. Twice this month I've ordered parcels from Amazon which haven't been delivered to my door by Hermes.

We have an intercom which wasn't used either time....the first time, Hermes left six parcels [only one was mine] in the grounds outside the automatic door. A woman spotted them and delivered to all of us.

What annoyed me more was on my orders it said 'Delivered directly to resident. Signed for' . Complete lie.

This happened again last week but said 'Delivered to receptionist' ~ there isn't a Reception !

I rang Amazon who later emailed and said she'd been in touch with the driver's boss. Not ordered anything since so don't know if it's worked.

Shockingly bad here, many times they've said parcels have been delivered and taken an illegible photo of where they have left it, luckily the senders have refunded/sent again otherwise I'd be very pissed off. Every single parcel I've had coming has had issues so now if I know a company uses Hermes then I won't order from them. On the other foot, DPD and Amazon have been brilliant, never an issue

I'm confused, if it's worth £35 why did you only insure it for £20

I did insure it for £20.

@YellowbellyLass

I'm confused, if it's worth £35 why did you only insure it for £20

I did insure it for £20.

Their standard shipping option is insured for £20, you have to click something else to select a higher insurance amount.

Yeah I get that, but if it's worth over £20 then it's not their fault if you don't select the higher cover

I think it depends on your driver. Ours is brilliant and goes way beyond his duties but if the driver is lazy, uncaring the company seem to not care. Then the company not caring encourages poor practice.

They are awful

I remember working for JD customer service about 8 years ago and the amount of complaints we got then was ridiculous and even since I had really bad service with my own deliveries

I try not shop with companies who use Hermes

Delivery by hermes hasn't been a problem for is so far but collection returns. OMG. Thrice now we've waited im for a return collection to take place. The item is still here. We've had hermes claiming that we weren't home or we've cancelled collection. Bunch of liars. It's a large item as well so courier collection only. I'm never buying from that retailer again because of their choice of couriers.

I haven't had any issues with them.
Yodel on the other hand.... Nightmare!

Even if I’d insured it for £1000, it would seem to make no difference, as I’ve said about 10 times now, I can’t get hold of a claim form. I am aware it was only insured up to £20 !

Anyway, I’ve had to write to the CEO to see if I get a response.

For those who call me unhinged or dramatic, well, yeah I’ve spent hours on this now and I’m already pretty tired to begin with. it’s frustrating when you literally can’t contact a company to make the claim you are insured for even! I’m also sorry for my eBay buyer who has also had the hassle of this and won’t get her earrings.

There is nothing for me to gain re this by posting about it on MN. I’m just trying to help people be aware that if you send something via Hermes and it goes wrong, you are going to majorly struggle for any kind of resolution, even if it’s insured. It’s not a question of nice drivers, who are mostly fine, just the impossibility of making a claim when things go wrong or are lost or stolen, even if you are insured.

Anyway that’s all from me. I will let you know if I get any money back after writing to the CEO.

Have a nice day.

My Hermes guy is the nicest bloke ever. He’s been delivering my parcels for 2 years not problems.

I don't get why, if you can get through on the phone, you haven't just forced them to sort it that way...

I hate when I have to buy uniform online because it's not in stock in the shop and then I get a text from Hermes saying they have my package. My heart sinks. Once my son's school shoes split and he had to go to school in trainers for 2 weeks because Hermes lost 2 pairs of shoes. Luckily school understood.

Our Hermes delivery driver is a star and goes above and beyond in his own time to help if a parcel has been delayed/appears to be missing.
The way to submit a claim is through their online chat or by calling, maybe call back and speak to someone else to make sure a claim is submitted? They can't really be blamed if you only went with the standard insurance.

Also there is an easily accessible online chat option and phone number on their website if your parcel has gone missing, it says online chat is the quickest way to claim, so the information is there...

The whole insurance thing is a roaring scam in itself. They are ALWAYS liable for: 1) fulfilling the contracted delivery service 2) not damaging or losing the shipment.

Our Hermes guy is great, but the phone line is designed to give you a nervous breakdown… say the tracking number as clearly as you like but it still won’t accept the call…

It’s so bad that it does feel like a scam.

I never use them if I have a choice.

"I chose a cheap delivery company and they turned out to be as shit as everyone says they are"

I found making a claim easy.
Phoned Hermes, was emailed a link to claim. Said to allow 28 days, I was refunded in less than 10.

I've always found Hermes to be brilliant. Both the delivery drivers we've had in different homes have been lovely. Recently some glassware arrived really badly packed and it was clearly smashed. The driver suggested I refuse it and took it back to save me all the faff.

I'm sorry you've had a bad experience OP, but that doesn't necessarily make them a bad company.

Go on 'my Hermes rants' on fb. Some very sad stories of theft and rudeness from the company.

They were investigated last year and was on the tv regarding theft of parcels and abuse from drivers. Police issued a phone number to report to them.

I seen a picture on fb of a guy going to a back road and dumping loads of packages before Christmas. Not sure what delivery company he was, but he wasn't stealing them, just dumping them.