A customer experience about Hermes

Status: Approved

#Delivery #CustomerService #Delay  Furious Frustrated Let down 

Kindly shared by L. Mlcochova

What happened

Sold laptop on ebay, used one day delivery option with hermes, sent on 20th January 2020. Parcel has been delayed. Complained on 25th January, nothing changed in tracking info. Complained on 27th January, apparently parcel has been refused by recipient and is being send back to me. Contacted recipient, he didn't even hear from hermes delivery man. Parcel travelled to two different depots according to tracking info. On the 31st January it's been on the way to courier but again delayed according to tracking info. Didn't hear anything from them since. When I contacted hermes again I've been told they can't do anything else as I have to allow two weeks for return.it's 15th February. No parcel, no update in tracking info, no email from hermes. Fed up, need advise what to do next.

What I wish had happened

Returned parcel to me at reasonably short time, considered I've paid £14 for the delivery

Where this happened

On the phone

Hermes Customers

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How this makes Hermes customers feel

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28% Delivery
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21% Customer Service
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14% Financial Loss
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10% Delay
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10% Communication
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6% Inconvenienced
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Furious

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3% Fraud
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2% Other
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Furious

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2% Returns
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2% Embarrassment
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1% Rudeness
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1% Quality of product
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1% Delivery
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Delivery Service Customers

Most talked about by Delivery Service customers

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How this makes Delivery Service customers feel

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27% Delivery
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20% Customer Service
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13% Financial Loss
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10% Delay
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9% Communication
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7% Inconvenienced
Feelings:

Furious

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Anxious

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4% Fraud
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Disgusted

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Unhappy

2% Other
Feelings:

Furious

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2% Returns
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2% Embarrassment
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2% Delivery
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1% Rudeness
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1% Communication
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Special

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1% Service
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Delighted

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1% Quality of product
Feelings:

Furious

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Let down

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Least positive experiences about Delivery Service companies

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