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).

Thus far, touch wood and all that, I've not had a problem with Hermes delivering parcels to me. I've never used them to send anything because if I am sending something I use the post office/Royal mail. Also, the chap who delivers my parcels is absolutely lovely. I know that the problems aren't with the people who deliver but it really helps you like a company when the employees that you have face to face contact with are helpful and friendly.

I have never had any problems with Hermes at all. No lost parcels, no damaged parcels. and always on time,from what the tracking system says., and notified if it was ever going to be late for some reason.

Our Hermes driver is fab. Everything arrives when it should.

It's hugely area dependent.

Our Hermès drivers are really good and we've never once had an issue with them not delivering. Royal Mail, on the other hand, are a pain in the arse and I've had parcels getting stolen and them pretending to knock when I know full well they didn't.

i sell on ebay for a cat charity and the dillema is that we have to send tracked to cover ourselves from people saying they havent received parcels when they have if you send royal mail untracked, a 1kg parcel with hermes is £2.95 the same parcel sent signed for royal mail is £4.20 ebay buyers will not pay the extra especially from a charity account and if you get into much bigger arcels the disparity is even more sometimes royal mail istwice the price for postage, in four years i have probably had problems with maybe a dozen parcels and yes they are a nightmare to try to claim back so many times they take your money but then the exceptions they have are not covered in their small print but they are the couriers our charity likes to use

Hermes said they had tried to deliver but we were not in Door camera proved this was not so Then said they could not find location- central London - Link to give directions showed an unknown place nothing to do with my address and link did not work Eventuslly delivered three weeks lste with suppliers replacement as well as originsl order I had grown very old! waiting for each newly promised delivery

When I had an issue they sent me form immediately and I got my money back within 30 working days.
I had more issues with Royal Mail..

@BoredZelda

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

I don't understand this argument. They are a registered business providing a service, their bare minimum should be delivering packages that they are paid to deliver. Just because something is cheap doesn't mean it shouldn't work, they set their prices

Our Hermes driver is fab. Everything arrives when it should.

You do realise that the driver doesn’t collect the parcels personally and deliver them directly to you?

It's easier said than done @Jayban because when I buy something, of ebay or amazon, I can't see who the courier is until I have bought the item.

I agree they're shady though. And trying to get hold of someone from Hermes (if your parcel has gone walkabout) is farcical. HOLLY the bot makes me feel murderous.

@Zazdar

Our Hermes driver is fab. Everything arrives when it should.

You do realise that the driver doesn’t collect the parcels personally and deliver them directly to you?

yes I know how it works. Doesn’t change the fact that a) the woman who delivers to us is fab and b) everything arrives when it should. I didn’t say those two things were linked.

I’ve never had an issue with them and they’re here several times a week. Our courier is really good.

Any large company / system will occasionally fuck something up. Such is life.

It's area dependent.

The next town to me, there's a Facebook page dedicated to photos of parcels behind random wheelie bins and the recipient asking whose bin it is/CCTV footage of couriers lobbing parcels at doorsteps from the van/parcels being photographed on the porch then pinched by the courier once marked as delivered.

Our town has nothing but praise for our Hermes courier. He's polite, always apologises if he's late (not often), happy to chat, and most of the residents are on first-name terms with him.

Same with Royal Mail. Our posties are fab, as are the people in the Post Office.

It was as lost in the system! Unless it’s sent locally you will have NO control! Mine was lost at the processing place, they admitted. Like others, friendly, harassed drivers was my experience. But WAIT till you SEND something privately and it’s lost I.e. stolen and no comeback, literally, no comeback. I’ve had to write to the CEO a long letter of complaint to even get a claim form. NO CUSTOMERS SERVICE AT ALL, seriously. Come back and cry to mumsnet then and people will say, but nice drivers (yep, used to think that way too)!!! Also my POOR eBay buyer is genuinely upset her earrings are gone.

They really are a shite company, no mistake. You will find this out when they “lose” i.e. steal your parcel and - main issue - you have ZERO recourse. Just a warning, take it or leave it. It’s been stressful for me, 3 days, 5 hours, and still no refund in sight.

Hello so right, yeah “Holly” - a brings a whole new level of meaning to the word “stabby”. Hermes seriously taking the piss with that one.

I bought something of vinted and it was stolen and parcel resealed. Vinted were able to contact them an refund me, i hope the seller was refunded too.

Just to clarify!

It’s not the sweet living Hermes delivery drivers obviously.

But down at the processing plant, I reckon there’s thieves pure and simple. That’s where my jewellery got “lost” yeah right.

And secondly, it’s the claims process. Go and look on the website and find the claims form/link/process as of today. Simply Doesn’t exist.

sweet loving!

We call them Herpes in this house.

Chat bots are stupid. I did one with Argos before Christmas. Asked my query, received a completely random answer, said you haven't answered my question. I then got a Thanks. Bye. And bot ended the conversation. The issue is trying to get hold of a human.

Difficulty OP is that you basically told everyone that Hermes were scammers who would lose their parcels, but that isn't everyone's experience and they have had worse experiences with other companies. The issue is the process when trying to claim. Though the compensation fault level does lie with you the consumer though. I hope you get somewhere with your claim, it has no doubt been a very frustrating process. Parcels get lost from time to time, but the shit service has been the aftermath rather than the actual delivery process. (Tbh I'm in awe that anything gets anywhere)

Oh and the website does indeed just keep looping you round and there is no clear process for making a claim.

Honest, Whitefire, I agree the loop-won’t-answer problem is common. But Hermes has it down to a fine art, an absolutely pointless, totally frustrating loop, but you won’t find this out until you send something that looks “interesting” - which will then be “lost” I.e. stolen (basically). Duchesse’s Herpes a super description, tho’ actually maybe insulting to a random virus.

Also to add yes, I only mean they are scammers, in the broadest sense, which I still think they are. If you do send second-hand £5 books probably you’ll not have probs, also if you’re maybe a big corporate company, maybe they don’t mess so much.

Any other Hermes customer doing anything else is buyer-beware is all I’m saying, and I consider them to be literally snakes as a company (not talking about the sweetie delivery drivers who are nearly always lovely).

I've never had a problem with Hermes. Our local delivery man is an absolute legend - by far the best of any courier company who deliver to us.