Adam
Before these events, I had an order from a different retailer sent via Hermes. On the day due for delivery, I received a call from the driver asking where I was. The driver was at a different property approximately 400m up the road (same postcode). Informed her of this and she said “oh that isn’t my area. Can you collect it?” I couldn’t as being a key worker, I was away from home all week, working. She instead returned the parcel to the depot with a note on saying that it was on the wrong route and specified which route it was to be on. 18/05/20 – Placed an order with well known sports team of some items (also happened to eas gifts for family who have been having a hard time during lockdown. 19/05/20 - Dispatched with Hermes. 21/05/20 - “Parcel is with your local driver. Expect between 10:00 and 12:00”…. 10:14 “There was an error with your parcel, please allow 24 hours”. 22/05/20 – “There’s been a delay. Please contact us about your parcel”. As a customer receiving a parcel you have ZERO access to contact Hermes. Holly the automated service online and the automated service on the phone. "Contact the retailer in the first instance" is the message. But why?! Hermes asked ME to contact THEM directly. Needless to say, couldn’t contact them. So, I contacted the retailer as Hermes advised. Retailer informed me that according to Hermes, it is a “Postcode error”. Confirmed my postcode to be correct, told retailer about situation above with wrong delivery area and retailer informed Hermes 23/5/20: Called by Hermes (private number of course) to confirm my address. Confirmed it and explained that it needs to be on a different route. “Yeah, yeah, yeah ok bye” was the reply. 25/05/20: “Parcel is with your local driver and will be with you between 13:00 and 15:00”. 13:10 “There was an error with your parcel, please allow 24 hours”. More chasing to retailer. 26/05/20: “Delay with your parcel please allow 48 hours” Also placed an order from a separate retailer, didn’t realise Hermes was the delivery courier… (What occurred with this parcel was EXACTLY the same process as above) 01/06/2020: “It’s with us” 12/06/20: Contacted retailer – Hermes have lost your parcel. It seems the same is happening with the other one too. From this point forward, I will do as much as possible to avoid Hermes including talking to companies first about which courier service they use. I'm even prepared to pay double the amount to avoid Hermes. If you can, I'd advise you try to do the same too. PLEASE RATE ON TRUST PILOT TOO. Make sure it is the correct page as "Hermes parcels" is the unofficial one. "Herms UK" is the correct one and it is currently sitting at 4.2 stars out of 5!! Alot of suspect reviews on there. Link below
4 months ago
 
hermes.co.uk has a 1.53 average rating from 72 reviews

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