Hermes nightmare - anybody got a head office contact?
Discussion
We recently moved to a rural address and have been having trouble with the local Hermes 'representative' who only turns up to deliver or collect parcels when it suits her. On deliveries she has told us that it's hardly worth her while at 50p a package, and that the stuff we order 'isn't important'. The packages she has deigned to deliver have been bashed up. I lightly commented on the last one and her reply was 'you should see the others in my van, ha ha'.
Collection of parcels from our house is even worse. She NEVER comes out on Fridays and has always blamed delays on 'having trouble collecting your parcel' which is both meaningless and pure BS as there is always someone in here. When Mrs B took her to task about it on one rare occasion when she actually turned up her reply was that this was a rural community. Mrs B was not having this as we have lived in rural communities before.
Anyway, last Friday I paid Hermes £10+ to collect an item I had sold on ebay. Today (Wed morning) it's still not been picked up.
The robotic online assistant churns out the ''having trouble collecting your parcel' routine, as does the phone line which is simply the robot again but in voice form.
I've been daily updating the guy who bought my item and apologising profusely. Now eBay is raising the issue with me. I have 100% feedback there on 500+ dealings and have always played the game as it should be played.
My question is, does anyone have a head office contact number for Hermes as I would very much like to have a word?
Collection of parcels from our house is even worse. She NEVER comes out on Fridays and has always blamed delays on 'having trouble collecting your parcel' which is both meaningless and pure BS as there is always someone in here. When Mrs B took her to task about it on one rare occasion when she actually turned up her reply was that this was a rural community. Mrs B was not having this as we have lived in rural communities before.
Anyway, last Friday I paid Hermes £10+ to collect an item I had sold on ebay. Today (Wed morning) it's still not been picked up.
The robotic online assistant churns out the ''having trouble collecting your parcel' routine, as does the phone line which is simply the robot again but in voice form.
I've been daily updating the guy who bought my item and apologising profusely. Now eBay is raising the issue with me. I have 100% feedback there on 500+ dealings and have always played the game as it should be played.
My question is, does anyone have a head office contact number for Hermes as I would very much like to have a word?
Edited by Blackpuddin on Wednesday 19th August 09:15
Blackpuddin said:
We recently moved to a rural address and have been having trouble with the local Hermes 'representative' who only turns up to deliver or collect parcels when it suits her. On deliveries she has told us that it's hardly worth her while at 50p a package, and that the stuff we order 'isn't important'. The packages she has deigned to deliver have been bashed up. I lightly commented on the last one and her reply was 'you should see the others in my van, ha ha'.
Collection of parcels from our house is even worse. She NEVER comes out on Fridays and has always blamed delays on 'having trouble collecting your parcel' which is both meaningless and pure BS as there is always someone in here. When Mrs B took her to task about it on one rare occasion when she actually turned up her reply was that this was a rural community. Mrs B was not having this as we have lived in rural communities before.
Anyway, last Friday I paid Hermes £10+ to collect an item I had sold on ebay. Today (Wed morning) it's still not been picked up.
The robotic online assistant churns out the ''having trouble collecting uour parcel' routine, as does the phone line which is simply the robot again but in voice form.
I've been daily updating the guy who bought my item and apologising profusely. Now eBay is raising the issue with me. I have 100% feedback there on 500+ dealings and have always played the game as it should be played.
My question is, does anyone have a head office contact number for Hermes as I would very much like to have a word?
Having been customer facing most of my working life, the last 20 years on the phone, I highly doubt if anyone at "Head Office" will have access and control over the delivery system. Is there no option to speak to a human when you phone up? (Head office staff also likely to be WFH with limited systems access so they'll just kick it down to the local distribution centre anyway)Collection of parcels from our house is even worse. She NEVER comes out on Fridays and has always blamed delays on 'having trouble collecting your parcel' which is both meaningless and pure BS as there is always someone in here. When Mrs B took her to task about it on one rare occasion when she actually turned up her reply was that this was a rural community. Mrs B was not having this as we have lived in rural communities before.
Anyway, last Friday I paid Hermes £10+ to collect an item I had sold on ebay. Today (Wed morning) it's still not been picked up.
The robotic online assistant churns out the ''having trouble collecting uour parcel' routine, as does the phone line which is simply the robot again but in voice form.
I've been daily updating the guy who bought my item and apologising profusely. Now eBay is raising the issue with me. I have 100% feedback there on 500+ dealings and have always played the game as it should be played.
My question is, does anyone have a head office contact number for Hermes as I would very much like to have a word?
tFor the collection side, why do you continue to use them? There's plenty of others out there that do collections. Sites like Parcel2go even gives you a list of options stating who will collect and for how much.
There must be some irony in there that the pain they cause you for crap deliveries, you then inflict on your customers and yourself!
There must be some irony in there that the pain they cause you for crap deliveries, you then inflict on your customers and yourself!
Rather than go through this all the time, just change courier?
Hermes are the cheapest of the cheap and their service reflects that.
Even if you get through to head office, you will likely not engineer a permanent change of attitude. You are a very, very small fish in their customer pond and, whilst all customers should be important, in reality you're not.
Personally, I would pay a few pence/quid more if necessary and change to DPD/TNT/DHL/whoever.
Hermes are the cheapest of the cheap and their service reflects that.
Even if you get through to head office, you will likely not engineer a permanent change of attitude. You are a very, very small fish in their customer pond and, whilst all customers should be important, in reality you're not.
Personally, I would pay a few pence/quid more if necessary and change to DPD/TNT/DHL/whoever.
We are 20mins drive from the local Post Office and Hermes was the only company offering to take a golf club sized package so I admit I took the easy option in the foolish and obviously misplaced hope that they couldn't be any worse than they had been before.
I don't want to see anyone lose their job, but this person not only isn't doing her job, she tells you to your face that she's not doing it.
The only contact number they put out publicly is the 0330 333 6556 robot. There are no human contacts.
I don't want to see anyone lose their job, but this person not only isn't doing her job, she tells you to your face that she's not doing it.
The only contact number they put out publicly is the 0330 333 6556 robot. There are no human contacts.
Our local hermes delivery people are actually fine, so can't complain about that. I think it really depends on who you get in your area. Similarly, our Amazon delivery guy is faultless. Always makes an effort to leave the package safely and securely, is always polite, closes the gates, and the only times we've not received stuff on time was when it wasn't dispatched from the depot, rather than something to do with the end driver. I really do feel for you if your delivery woman is useless, as it's not like you can choose which courier stuff gets sent TO you!
We also use hermes quite often for our business postage (online gift shop), primarily because on small low value orders with discount codes etc, the £1 difference to Royal Mail is sometimes half the margin of the sale!
It's far from perfect, but we know and accept that, and even with a very generous allowance for cock-ups, financially it still unfortunately works out better to use them for certain orders. There is also a convenience factor in that we can drop parcels off in the evening after work at the local high street shop, by which point the post office has shut.
Their customer support takes ages to get refunds for stuff, but they do come through eventually. Anything that is blatantly not covered by their virtually endless exclusion list will get sent by Royal Mail as they will use that to get out of paying a refund, even if the package is lost due to incompetence rather than damaged.
We also use hermes quite often for our business postage (online gift shop), primarily because on small low value orders with discount codes etc, the £1 difference to Royal Mail is sometimes half the margin of the sale!
It's far from perfect, but we know and accept that, and even with a very generous allowance for cock-ups, financially it still unfortunately works out better to use them for certain orders. There is also a convenience factor in that we can drop parcels off in the evening after work at the local high street shop, by which point the post office has shut.
Their customer support takes ages to get refunds for stuff, but they do come through eventually. Anything that is blatantly not covered by their virtually endless exclusion list will get sent by Royal Mail as they will use that to get out of paying a refund, even if the package is lost due to incompetence rather than damaged.
You are paying Hermes for a service, take record of all the late collections so you can present it on a monthly/bi monthly basis.
Using CCTV at your front door as proof that the person never arrives is also evidence that they never arrive when 'there is a problem collecting your parcel'
If you keep reporting the trends will be seen and hopefully Hermes will take action
Reporting back to Hermes what the collection person has said is not likely to hold any weight as there is no proof, use the evidence that they cannot dispute to ensure a continued poor of service from the person that they are paying a wage to.
Its a shame as Hermes as a company has a bad name due to some poor performing front facing 'employees' like you have, we are fortunate to have a decent chap who is always reliable and, as such, I have had a very good overall service via the Hermes company.
Using CCTV at your front door as proof that the person never arrives is also evidence that they never arrive when 'there is a problem collecting your parcel'
If you keep reporting the trends will be seen and hopefully Hermes will take action
Reporting back to Hermes what the collection person has said is not likely to hold any weight as there is no proof, use the evidence that they cannot dispute to ensure a continued poor of service from the person that they are paying a wage to.
Its a shame as Hermes as a company has a bad name due to some poor performing front facing 'employees' like you have, we are fortunate to have a decent chap who is always reliable and, as such, I have had a very good overall service via the Hermes company.
Our local guy is great for deliveries but I will never use Hermes again after their appalling service over a lost parcel. They told me tins of cat food were perishable so not covered by insurance (not true) and that fact that the parcel was lost between their depots rather than in depot or on delivery meant that they were not refunding the postage cost (really???). Eventually, after a couple of months, I gave them a date on which I would start small claims court process and they settled in full with apologies a couple of days before that date. I never actually got to speak to anyone - all was done on the lost-parcel ticket.
Give up and use someone else is my advice.
Give up and use someone else is my advice.
They're awaiting your message here: https://twitter.com/uk_hermes
Riley Blue said:
They're awaiting your message here: https://twitter.com/uk_hermes
Aye, that's about right! 
I've found a customer service email address and pinged one over to that, copied to their CEO.
And what a surprise, here's their automated reply:
'Thank you for contacting Hermes. This email address is no longer a Customer Service contact channel so if you have a question about a parcel, please visit https://new.myhermes.co.uk/help-and-support/contac... where you can use our Digital Assistant, Holly, to log an enquiry with Customer Services or she will point you in the right direction.'
Holly is less useful than the proverbial chocolate teapot so I'm back to square one. I wonder if their so-called CEO Martijn de Lange is also an avatar.
'Thank you for contacting Hermes. This email address is no longer a Customer Service contact channel so if you have a question about a parcel, please visit https://new.myhermes.co.uk/help-and-support/contac... where you can use our Digital Assistant, Holly, to log an enquiry with Customer Services or she will point you in the right direction.'
Holly is less useful than the proverbial chocolate teapot so I'm back to square one. I wonder if their so-called CEO Martijn de Lange is also an avatar.
i4got said:
Blackpuddin said:
Local has just told us that the Hermes woman was in the village on Monday but didn't come to us.
Sounds like she wants you to get another courier.Blackpuddin said:
And what a surprise, here's their automated reply:
'Thank you for contacting Hermes. This email address is no longer a Customer Service contact channel so if you have a question about a parcel, please visit https://new.myhermes.co.uk/help-and-support/contac... where you can use our Digital Assistant, Holly, to log an enquiry with Customer Services or she will point you in the right direction.'
Holly is less useful than the proverbial chocolate teapot so I'm back to square one. I wonder if their so-called CEO Martijn de Lange is also an avatar.
The BT CEO employs a team of people to intercept his emails and apologise on his behalf. Be nice if instead he employed a team of resolvers. 'Thank you for contacting Hermes. This email address is no longer a Customer Service contact channel so if you have a question about a parcel, please visit https://new.myhermes.co.uk/help-and-support/contac... where you can use our Digital Assistant, Holly, to log an enquiry with Customer Services or she will point you in the right direction.'
Holly is less useful than the proverbial chocolate teapot so I'm back to square one. I wonder if their so-called CEO Martijn de Lange is also an avatar.
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