Wish i had read these reviews before sending parcels with Hermes. I don't need to tell the story you can see it in every review, customer service non existent i have sent them 14 emails and they have not responded to any of them. Now i know why they give free insurance on each parcel - you can never claim it. Sorry Hermes you have come to the end of the road with this retailer.
They don't deliver you product and say its lost, I have waited nearly 2 weeks and they can even do a simple task that other companies can. Don't ever think to use this company as they say its lost when they steal it. They don't ever care about customers and nobody should never even think of using them. They need to be shut down. TERRIBLE. I could of got my product from another company and would have it in 3 days.
I heard the van revving at the gate, which was closed. Just in time I saw the courier - Camerons Couriers from Perth, Scotland, sub-contracted from Hermes - THROW MY PARCEL OVER THE GATE and leg it back to the van. I noticed the parcel was ripped open, and I called her back so I insisted I could sign for it. She was very reluctant, and kept complaining that she didn't know how to open the gate (doh!!). I signed on the pda that the parcel was damaged (I had no way of knowing how many, if any, of the multiple items were missing or damaged). She then became abusive, ripped the parcel away from me, clothes all over the ground, ripped off the packaging, took something from it and threw the packaging back over the fence saying we would never get any more deliveries!!!!!!!!!!! I replied that was good because I never wanted her on my property again. She was seriously unstable and unhinged and if the gate hadn't been between us I think she may have become physical. She was extremely verbally agressive and abusive. I'm a pensioner!
In Austria, the Hermes works not so bad but I hope that the service quality will be better.
I use Hermes more than a year and about 10-15 shipments per month.
two times I have had difficulties
-first time I have a coupon for a XL shipping,
-second time full refund, but still everything was annoying.
I ordered a smartphone from Tesco (as my old one broke and I've got none now). I paid an extra 6 quid to get it delivered ASAP as it was (and still is) urgent. Called Tesco Direct and they said they'd investigate it and they'll get in touch with me tomorrow (get in touch, that means, tomorrow I'm gonna receive sod all). The parcel was meant to arrive yesterday and Hermes website says it did and that IT IS SIGNED BY CUSTOMER. Really??? I was at work and asked my bf to stay at home waiting for it. Nobody nocked or left any note. I asked my neighbours and the shop next door and nobody has it. Who on Earth signed it? The driver himself? Very, very disappointed! And angry!
*** UPDATE*** After 2 days phoning Tesco Direct (as Hermes doesn't let you contact them directly, they ask you to contact your seller, which I don't really understand) they kept saying they will investigate it and talk to the driver, and they'd call me after 24 hours. That never happened and in the end I had to phone them saying I want my money back. They called me back saying I could have the item re-delivered or a refund. Yes, I chose a refund. I know it's not Tesco's fault, but if your courier is one of the companies with the worst ratings, then... what do you expect? An urgent delivery that never turn up! So I decided to find my phone in another store!
15/05/2013 10:27 Signature From Customer
15/05/2013 09:46 Courier Received
15/05/2013 04:13 Out For Delivery
15/05/2013 02:34 Processed at Depot
14/05/2013 21:27 Hub Trailer Via Sorter
14/05/2013 16:45 Order Generated
"Secure location" was our recycling bin, with nothing posted through the door. The recycling had been recycled once I found out what had happened. From here, their "customer service" (I laugh at this notion) is awful. My Ebay seller has been in contact and told they have to look into it deeper. What is to know when they delivered a parcel in the recycling and called it a secure location? Been on hold for twenty minutes now and no luck. As the customer, they are loathe to call you back or help in any way. AVOID AT ALL COSTS
15/04/2013 13:18 Delivered to Secure Location
15/04/2013 09:59 Courier Received
15/04/2013 05:50 Out For Delivery To Courier
15/04/2013 00:03 Processed at Depot
14/04/2013 23:04 Receipt at Depot
14/04/2013 10:31 Hub Sorter Receipt Scan
12/04/2013 23:15 Order Generated
12/04/2013 14:57 Collected from ParcelShop
12/04/2013 09:42 Missing Pre-Advice
12/04/2013 09:42 Customer Sent via ParcelShop
I placed an order on Saturday and received my parcel this morning(Tuesday). Superb tracking information that was available immediately. I might have been lucky judging by the other reviews on here but Hermes have been excellent for me.
Seriously, can you not leave 0 or minus stars?!?!
Got home last night, there was a card from Hermes through my letterbox with a box ticked to say package was left at my front door. No package outside the door or anywhere in the garden. Tried to get in contact with Hermes, took me a couple of tries to get a contact number from their site as it kept saying something about "If you have ordered from a retailer, please contact them". I got the same automated message when eventually called them up and couldn't get through!
Its not the retailers fault, they didn't leave the package on the doorstep! Only thing they did wrong was choosing this ridiculous company for deliveries. My door is in view of the street, they could have at least left it round the corner that is hidden from view. There was even a tickbox for "Retained package as unsafe to leave"... I'm pretty sure the fact that my parcel was nicked means it wasn't exactly safe.
Also, if you had ordered more than one package from different people, how are you supposed to know which retailer to get in contact with? Stupid, stupid service! Am currently waiting for the retailers customer service to open to see what they can do.
Also someone mentioned that if you order something you should be home for it... how many people can be home all day every day for the next 3-5 working days?? I have to go to work as well!
Any retailer should be ashamed to use this service, it takes 2secs on a Google search to find this page. Would you buy from a company that was rated 1.7/10 over 600+ reviews!?! What an embarrassment to Hermes, shocked they are still going! Absolutely insane! I am so pissed off at this stupid company!
Everyone knows Hermes is the world's worst courier service—that's a given. It's a reputation they appear to have worked terribly hard on, and in it, one can't deny, they are truly unbeaten. My previous two online orders for which sadly Hermes were entrusted with the delivery went through the same process of silent delivery and re-delivery attempts—attempts for which no sign of Hermes's visit was to be found—before being returned to sender. Why companies continue to use Hermes, instead of a legitimate courier, except perhaps for the suspected reason of competitive pricing, who can tell?
Avoid these charlatans at all costs.
absolutely disgusted with this company! I ordered a parcel from Topshop which was supposed to be delivered today i have been in all week and no attempt has been made, I checked the tracking information and received this update:
25/03/2013 10:25 Delivered to Secure Location
25/03/2013 08:27 Courier Received
25/03/2013 05:03 Out For Delivery To Courier
24/03/2013 23:43 Processed at Depot
24/03/2013 23:15 Receipt at Depot
23/03/2013 00:03 Hub Sorter Receipt Scan
22/03/2013 21:11 Order Generated
They apparently delivered it 2 days ago. When I called to speak to Topshop the woman said that on the delivery notes it states that it had been left by the back gate. I have 2 8 ft back gates and it is not at either one. She told me I would have to wait up to 72 hours for a reply from the email she had sent to Hermes as she had no other way to contact them. Since when has leaving a parcel by the back gate been considered a secure location. It says in their delivery information that they will not leave the parcel in a secure location any more and that they require a signature of a member of the household or a neighbour! Utterly shocked and appalled by the service. Tried to speak to customer services who kept telling me to speak to Topshop! It is not Topshop I have the problem with, it is the incompetent idiots who work for this company.
Safe to say Topshop have lost my on-line custom.
This is the worst courier by far. It's difficult to imagine a courier worse than Yodel but this one is. I have had the misfortune of having three parcels due for delivery by them recently. Two were given to the wrong delivery driver so arrived much later than expected and a third didn't arrive at all; I presume it was stolen (though have no proof of this). Customer service is beyond useless at this company. I honestly think that if I was given the choice of a delivery by Hermes or contracting herpes, I would choose the latter.
Im livid. I have ordered two packages in the last month, one from ebay and one from Topshop. To my own misfortune, both are to be delivered by Hermes. The first package, should have arrived 2 weeks ago.. There is no sign of it and no attempt of delivery has been made. When checking the tracking it has been out for delivery for over a week! The second package is now several days overdue and has been with the courier all this time, again no attempted delivery. I put my work address down as i work 9-6 and will always be there plus the business is open 7 days a week so soneone would be there to sign even if i was with a customer! Have sent numerous emails to chase my items its like pissing in the wind. The topshop order was worth 125 pounds! Im so annoyed im never buying anything fron anyone who uses this pathetic company again. Be warned!
Hermes have alsorts of tracking information that is totally untrue and waste your time waiting in for the non arriving parcel
If by some miracle an item does turn up they will throw it into the back garden or leave it by a rear door and leave no card
You are unable to contact them as a recipient and have to make endless calls to suppliers to sort things out
I actively avoid suppliers now who use Hermes which is a shame as this includes companies such as House of Fraser
They left a package containing a £200 coat in a wet cardboard package at the back door at Christmas time
Make the Post Office look like a fabulous service
If I am unfortunate enough to have to contact them I use the new business form as there is a slight chance they may read it unlike any customer service enquiry
I ordered a PS3 from a seller on ebay, and unfortunately he used Hermes to send it to me. After about a week of watching it go from place to place on the tracker, it finally went out for delivery. I was in all day waiting for it, but popped upstairs at one point in the afternoon. When I came back down ten minutes later I was greeted with an attempted delivery card. We have a very loud knocker (so loud that I can even hear it in the back garden normally) and a dog that barks at it, so it came as a surprise. There's no way they could have attempted to knock without me (and all the neighbours!) knowing about it. Upon further inspection the driver had scrawled "left round back" on the other side of the card, and I hurriedly went to go look. Our back gate is always locked, and it turns out he had thrown a £200 games console over my 6 foot fence into my flower bed, exposed to the snow.
Thankfully, despite the box being a bit beat up nothing was broken, and I got it inside just as the snow was starting to pile up. If I hadn't have noticed in time it could have been out there until it thawed! Hermes should probably retrain their drivers. Clearly someone's been spending too much time practising their slam dunks and has forgotten how front doors work.
I ordered 3 items from <external link removed> and the value of the parcel was only around £40 but the fact that someone who works at Hermes has decided to take my parcel is ridiculous. I don't know for certain if it has been stolen but looking at the reviews on here they have had the same problem as me, I tracked my parcel and it says
Date Time Status
09/03/2013 09:15 Not Received by Courier
09/03/2013 04:53 Out For Delivery To Courier
09/03/2013 01:21 Processed at Depot
08/03/2013 22:13 Receipt at Depot
07/03/2013 23:46 Hub Sorter Receipt Scan
07/03/2013 21:10 Order Generated
"Not Received by Courier" seems highly suspicious to me and I am appalled to think that someone who works there would take someone else's parcel, and I am appalled that Hermes are employing such disgusting, untrustworthy workers. How could they escape with other peoples packages? it is ridiculous!
I have had two online deliveries where Hermes were the courier the website chose to use (mandmdirect.com and amazon.co.uk). In my first delivery, I ordered £100 of clothing items. A few days after my order I decided to go out to the chip shop and as I exited my house I was surprised to find a bag in a puddle outside. There was no notification that the delivery had been attempted and the tracking information online stated that it had been "Delivered to secure location", which apparently means next to a main road and public footpath. Thankfully I saw it before anyone took it, however I was shocked that someone would leave such valuable content outside! For my second order from Amazon, I ordered two books. I didn't even know Amazon used Hermes as all my previous orders had been delivered by Royal Mail. About a week after placing the order I decided to check on Amazon to see its status, and I was shocked again to see that the tracking information said it had been "Delivered to secure location" several days ago! Of course, nothing was posted through the letterbox and there was nothing outside my door. I contacted Amazon and they have arranged to redeliver the items for free, but this time using Royal Mail. I cannot comprehend why any business would choose this courier when all I can find is 1-star reviews about non-delivery!
Ordered a highly sought after dress from TOPSHOP on Friday paying extra for next day/nominated delivery on Monday. Today I waited in all day and kept my friend waiting whom I had made plans with. Finally left the house once my sister got in at 6PM to watch out for the delivery for me. Get home later to see on tracking that at 9PM (thats right, PM), that my parcel had apparently been delivered to shed... WHAT?! I have no shed in my front garden. Literally we just have two plotted plants and a wheelie bin. Looked everywhere despite the cold and dark weather, no where to be found. No access to our back garden as all houses are attached. Needless to say the dress I ordered has sold out in my size (once again!) and being a student I can't exactly afford to purchase a replacement until I wait weeks for a refund. Driver has either stolen/lost my parcel or delivered it to someone else. No way of contacting Hermes directly and Topshop are useless with customer service too. Utterly furious and disappointed.
Was out of the house the day my parcel was delivered. Arrived home to no parcel and checked the tracking page, which had been updated to delivered to a 'secure location'. Checked the post again to look for a note saying it had been delivered to a neighbour and there was none. It wasn't until I left the house though the back gate I found my parcel squashed between the gate and the side wall lying in the mud and rain, and I wasn't too chuffed with the price of delivery anyway.
David Hodgson ritiene questo recensione utile
Ordered an incinerator (round), as the driver walked up my drive he said and I quote "it's not the same shape as when we got it mate". The incinerator had more dents in it than holes, it had been made to look square. I wouldn't recommend any company use this delivery service if they want their items to get to the customer in good condition.
I received a parcel delivered by Hermes Europe while I was away on business. The card posted through the door said that the parcel was left in a SECURE FRONT PORCH. Not so, it was left in on the front door step in full view of anyone walking past our house. Our front door is approx 5ft from our front gate, the parcel was clearly visible. A neighbour eventually took the parcel in for us, knowing we were away for a few days.
When I tried to find contact details, the company website only provided feedback via email, using a drop down box. Every option you choose does not allow you to use their feedback form and refers you to your retailer.
Any company that takes no responsibility for the service they provide should be regarded as suspect. In future, any purchases I make will be with the understanding that Hermes in no way are part of the service. I strongly recommend that this company should be avoided at all costs. They do not provide a delivery service they provide and leave it on your door step service.
I was expecting a delivery on Friday so I stayed in all day. I live in new block of flats, and that evening I found a card saying the courier had attempted to deliver and would try again the next day. There was no phone number on the card and no one had tried my doorbell.
On the Saturday I stayed in again, and nothing. I contacted the retailer on Monday afternoon to ask where it was, and was told to wait until the evening again. The website says they attempted to deliver twice and after 3 times, they can keep the item. I think this sounds like a fraudulent scam. Say you turned up 3 times, then keep the package..
I have to go out at 3pm today (Monday), so told Amazon if it wasn't here by 3pm to cancel the order. Now I have to re-order from another source and wait another two or three days plus up to 14 days to get the refund. Thanks Hermes for being so unprofessional and wasting a week of my time. Their website is pathetic and they refuse to speak to anyone but the retailer about the whereabouts of the delivery. I use couriers all the time to collect and receive parcels and have never received anything on time from Hermes and when I have sent stuff via them through work they have regularly said couldn't deliver, even though the address is a business, which is open all day. I can only assume that they are liars with zero integrity.
I've used them seven times to send parcels and three times there hasn't been a problem.
On a couple of occasions however, they have said that they tried to deliver but nobody was in to take delivery - some of these parcels were going to large companies which were open all day - others to households where someone has been in all day.
There also seems to be issues where I have paid for a signature to be taken on delivery - on two occasions, the courier has just scribbled 'HTC' in the signature box, meaning 'Handed to Customer'. After asking the recipients, they were indeed handed the package but not asked for a signature. For ebay items over a certain value, having a trackable service with signature is essential for seller protection purposes - and just having the courier do this is unacceptable, especially when I have paid for a signature on delivery.
Calling an 0871 number is expensive too, especially when there is quite a long queue.
No delivery, no contact, no emails, tracking says out for delivery. never turned up. no reply from email I sent to them asking where my parcel is. Now on tracking it says ;not received by courier ? what does that mean ? How can I contact them with such a useless website? Two days later still nothing and no update on tracking.
I order items from boots and receive an email to say it should be with me by a certain date. I then get an email from hermes to say order generated (although it does not say what this means). the next email says its out for delivery, and it gets delivered usually around 10am. When I order from topshop, next, boots I get the same lady, she says hello, we chat quickly and shes friendly. if I'm not in she will leave it in a cupboard by my front door as i've given her permission to do so (unless it requires a signature). She leaves a card with her name and number so I can leave a message to tell her when she can next deliver it. I think it depends on the individual delivering your parcel. My husband used to work for the listening company who dealt with calls for debenhams who I believe use hermes and people would say they had items thrown over their garden walls, left on window sills and all sorts!
Everytime I order something online I am so disappointed that its being delivered by my hermes. They really are the worst company ever! Whenever I have bought something online, I get the tracking information, everything's pretty speedy until you get the "out for delivery" message. This is when all tracking stops, it's the same everytime. I'm currently waiting for 8 parcels to be delivered with my hermes. All ordered on different dates some dating back to 9 days ago all state "out for delivery". This happens every single time with my hermes and I'm fed up to my back teeth of it. I have emails coming from the stores stating your item will be delivered today when it's not. I'm still waiting 9 days later. Nobody can tell me when my item will be delivered but they can assure me it's not lost. A dreadful service with non valid tracking information, parcels take weeks to turn up! Not very fair in this day and age to wait weeks for a parcel to turn up! When they have in the past eventually turned up they get left on my doorstep!!
I have dealt with Hermes courier three times by having clothes delivered from H&M. Every single time the courier has been rude to me for no reason. He grunts at me rather than speaks. He got annoyed when my door buzzer was broken and had to walk up two flights of stairs to deliver the goods. When i arranged for a collection the courier never came to collect after i had waited in all day. I complained to H&M numerous times but they did nothing about these couriers. I hope that i never have to see that courier again. I would rather go to the shops and get the goods in person. I found out its because they are self employed so they have a don't care attitude. I have reported them to Watchdog.
Steve Marsh ritiene questo recensione utile
I was contacted by boots to tell me my parcel would be delivered on 28th Jan 2013.
I waited all day and night, NOTHING!!
I Contacted boots and told them to refund me as i'm not waiting for hermes any longer. Boots contacted hermes on 29th Jan 2013 telling them to return the item back to them.
At 14:57 the same day Hermes tried to deliver my parcel even after they have been told not to. I was not in and they have said on the tracking infomation they will try and delivery to me again tomorrow.
Does anyone listen at hermes. They missed the dead line and I can not wait in another 12 hours for a no show.
BOOTS are damaging their reputation using these muppets.
30/01/13 UPDATED- Hermes are now claiming that they tried to deliver my item a third time at the last time was 09:25, I was in until 13:30, no doorbell rang , no card left any of these soooo called 3 delivery attempts!! i was in 2 out of the 3 times they claim to have been around to my address !! Lies!! AVOID!!
I have tried to get a parcel from MY PROTEIN since before Christmas, yet due to an IT issue that are too inept to fix yet, they keep putting an incomplete address down for me, so the courier cannot deliver it, yet instead of HERMES simply picking up the phone to get the full address, they just return it to My Protein. Obviously a simple way for them to just bill My Protein some more. However, a TERRIBLE way to treat the actual customer, me, as it means I still have yet to receive my parcel. I cannot even phone HERMES myself, as they do not issue phone numbers, probably due to too many complaints I would imagine! My review of MY PROTEIN is just as scathing!
Steve Marsh ritiene questo recensione utile
Ordered a 27" monitor/smart tv from Amazon on 14/12/2012 with estimated delivery of one to two months.
Dispatch confirmation email received on 21/01/2013 with estimated delivery 23/01/2013. Courier Hermes, tracking reference number 8921031032268441.
Tracked item on both Hermes and Amazon sites (details below).
At home at the time of the supposed delivery attempt on 23/01/2013 at 8:30. No knock; no doorbell; no drop card; no call to land line or mobile; no SMS; nothing.
On 25/01/2013 received email from Amazon informing me that the Hermes website lists the status of the package as follows: "Unfortunately this parcel is being returned to yourselves due to the customer refusing to accept the item when delivery was attempted.". Surprising as I had had no opportunity to refuse delivery!
Asked Amazon for an explanation, especially about the "Not Delivered - Large Item" and for evidence that I had refused delivery. However, didn't get much back except polite apologies.
Amazon to provide a refund on receipt of the original item at their Fulfilment Centre and suggested that I reorder. Helpfully, Amazon told me "At the moment, we can't promise you that your future orders won't be sent via Hermes". Delivery estimate one to two months again.
After a few more email exchanges Amazon agreed to send the new one using a professional next-day courier at no extra cost.
Still concerned that Hermes are so disorganized or dishonest that they falsely reported that I refused delivery.
My guess is that Hermes were unable (or couldn't be arsed?) to complete the final leg of the delivery from Newmarket to Cambridge. Maybe too big for the boot of the delivery driver's car?
Very frustrating that the item I ordered came so close to being delivered! As it is, I will be waiting for another month or two.
Date Time Status
24/01/2013 12:28 Returned To Sender
24/01/2013 09:55 Delayed at Depot
23/01/2013 08:30 Not Delivered - Large Item
23/01/2013 08:30 Courier Received
23/01/2013 04:32 Out For Delivery To Courier
22/01/2013 09:17 Hub Sorter Receipt Scan
22/01/2013 06:08 Order Generated
Date Time Location Event Details
24 Jan 2013 12:28:00 PM Newmarket Depot Returned to seller
24 Jan 2013 09:55:00 AM Newmarket Depot Problem resolved and shipment is in transit
23 Jan 2013 08:30:00 AM --- Delivery attempted
23 Jan 2013 08:30:00 AM --- Out for delivery
23 Jan 2013 07:34:00 AM Newmarket Depot Problem resolved and shipment is in transit
23 Jan 2013 04:32:00 AM Newmarket Depot Out for delivery
22 Jan 2013 11:59:00 PM Newmarket Depot Arrival Scan
22 Jan 2013 09:18:00 AM Nuneaton Hub Departure Scan
22 Jan 2013 09:17:00 AM Nuneaton Hub Arrival Scan
21 Jan 2013 09:16:31 PM Crymlyn Burrows Swansea UK Order has been handed over to the carrier and is in transit
Steve Marsh ritiene questo recensione utile
Hermes Europe must be the worst courier ever. I mean I don't often have any problems with other companies but this one is an absolute disgrace.
Ordered a parcel and this is the tracking status:
Date Time Status
21/01/2013 20:29 Courier to Re-attempt
21/01/2013 05:06 Out For Delivery
18/01/2013 20:18 Courier to Re-attempt
18/01/2013 04:50 Out For Delivery To Courier
16/01/2013 20:37 Receipt at Hub
14/01/2013 18:39 Order Generated
A load of rubbish, no-one has been to my door or dropped a missed card through. There absolute liars, I'll be waiting forever. I hope people avoid using this shocking company.
I had an order arriving before Christmas, it said on the website "Out for delivery" I waited in all day and at 7pm I checked the website again and it said "Courier will reattempt" I was in and nobody knocked on my door and there was no card so I knew they hadn't been. I got the parcel next day but I wasn't happy. However I waited in again yesterday for a parcel from Freeman's and again when I checked the website it said that they had tried to deliver it at 17.32, I was in and the lights were on in the house and again no card. My Husband came home from work at 17.50 and said there were no footprints in the snow on the path to our door so I knew they were lying. Do Hermes think we have nothing better to do that sit in all day waiting to see if they turn up!!!? I cannot understand why these company's use them as they are so unreliable but can only think they are cheap!! It annoys me that when you speak to them about it, they just say to contact your supplier. Why would we contact the supplier when its Hermes who has the parcel? Rubbish company!
Every single experience I had with this company turned out to be a bad one. Slow, incorrect tracking system, and even when I request next day delivery or Nominated Day Delivery (which you pay an extra for, obviously!), the parcel still turns up two days late, at best. I emailed the companies using them (Topman, Uniqlo) but no reply. Terrible really!
I ordered some bits from New Look (only because collect from store was unavailable) on 27th December 2012. It is the 10th of January 2013 now and nothing. Fourteen days. Apparently they tried to deliver at 20.35 yesterday evening, which is a lie, because I was in ALL evening, and am in ALL evening, EVERY evening. This is the worst service I've had from a delivery company and I'm disappointed that New Look signed a 5 year contract with them. Not making the mistake of ordering to my home again.
I wish I could give less than one star. They are shoddy. Twice in six months I've bought items online that they've marked as "delivered to letterbox" when they've not been on the premises. Ive been at home all day. Plus - A pair of shoes in my letterbox? Really? They won't take my call and I have to go direct to the retailer. The items I wanted were out of stock. Somebody can't be arsed to deliver or has taken my things. I dunno which but they are the absolute worst and ill keep saying so til somebody acknowledges it.
I had placed orders with two separate retailers, one on the 23rd December and the other the 24th December. Hermes marked one 'out for delivery' on the 29th December so I stayed at home all day so I would not miss the delivery. This was then updated as having an 'access problem' the next day and no card was left, no knock on the door.
The delivery tracker was then updated on both items on 31st December saying they were 'out for delivery'/re-attempt delivery'. I was working this day but came home to find there was still no card to re-arrange delivery/pickup from depot. I thought this was due to the fact it was new years eve and they may of finished early, hence why my parcel wasn't delivered. I waited a few days as it was the bank holiday but all that was updated on one of the trackers saying I wasn't at home on the 31st. The other tracker was not updated from 'out for delivery' on the 31st.
Out of frustration with not knowing what had happened to my parcels, what I could do to get them and who to contact, I contacted both retailers. They escalated the issue to Hermes who then came back with the explanation that the items were lost in transit!!!
Completely confused with how they could be lost in transit when the courier had apparently attempted delivery with the parcels inside my building (as confirmed by one of the retailers, meaning they had the parcels with them), I contacted Hermes head office to ask for the London depot number to speak to them myself about what had happened and what I could do. This was completely pointless. I was spoken to very rudely, and when I explained the situation, was repetitively met with the answer 'speak to your retailer' (despite that stated I already had) over and over, even speaking over what I was trying to say, treating me like I stupid by speaking to me like a robot.
This has now meant I have lost the items I really wanted and I can't get replacements as they are all sold out. As far as I can gage if you use Hermes you are taking a massive gamble on whether you will receive your items as they don't care whether you get them or not. In this situation if they had even left a card I could of picked the items up or re-arranged delivery for a day I was in (despite the fact I was at home the first day they were out for delivery) but they had given me no options or help to do anything about it to ensure my items arrived safely. I do not buy the excuse they were 'lost in transit' when they had stated on the tracker that they had them and they were to be delivered. This means they either never had them to begin with and were lying about attempting delivery or their driver has lost them/stolen them and lied about them being lost in transit. Either way, they are untrustworthy, unhelpful and clearly have no respect for their clients customers. I will never use them again and can only urge others to do the same if you are ordering something online that you really want.
Massively disappointed and upset.
This seems to be the main courier (in my experience anyway) that QVC use. I have had a number of items delivered with no problem, however in the last few months 2 parcels have went missing, one not an expensive product (£40) but the date the courier claimed he delivered the item was a local holiday and our premises were closed (I have items to delivered to my work address). OVC replaced the item but this took a couple of weeks. At the end of October I was expecting a tablet (value £200) from QVC, again driver claimed to have delivered this item and even had a signature this time, this item was never received and I then had to provide QVC with a copy of my signature from an official document to prove I had not received the item, again QVC replaced the item but this took 3 weeks, item was for a birthday present so NOT ideal. The latest delivery was despatched by QVC on 24 December 2012 (I was not expecting the item to be sent out so soon) I was on holiday from 21.12.12 until 7.1.13 and the tracking information I have is that the courier attempted to deliver this package 8 times (as far as I am aware they get paid per attempt) on 2 of the dates 2 of my colleagues were in the office, the other dates being 7.1.13 and 8.1.13 when I myself was back at work, premises were open from 8.30am until 5pm. I contacted Hermes on 7.1.13 who said they would try to contact their courier, no response, I then contacted them again on 8.1.13, they say they could still not contact their courier, they hire staff who use their own cars, never seen a Hermes van! I have now contacted QVC who say their records state the courier attempted to deliver the parcel on 7.1.13 at 12.04pm, we were here and again on 8.1.13 at 10.08am, again we were here. I have been told that my parcel has now been returned to QVC who say they cannot supply me with the goods again as they have none in stock. I would suggest Hermes do not have an acceptable system in place as their couriers seem to be able to report they have made a number of attempts when they quite obviously have not.
these people mark up there site as out for delivery and then mark it as re-attempt , as if you were not in. this has happened to me TEN'S of times and you cannot complain to the company you have to complain to the retailer who will not complain to Hermes because they state 3-5 days so they have not breached a contract !Clever!
So if its coming from Hermes dont wait in they wont arrive and they are happy to leave it with entire strangers and not leave a calling card.
next time you get these people to deliver and they dont turn up I bet it says failed to deliver re-attempt and not been any where near your house
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