A customer experience about Hermes

Status: Resolved

#Delivery #CustomerService #Delay  Disappointed Frustrated Let down 

Kindly shared by Anonymous

What happened

We have had three parcels out for delivery with three different retailers since Friday 20th March. Every day we get a message saying that 'the courier has had an issue reaching your delivery address' and that delivery is to be rearranged. It then gets arranged for the following day and the same thing happens. We have been in every day working from home and literally sit at the front window so would have seen any Hermes vans driving past & looking. We appreciate times are unusual at the moment with COVID19 but just want clarification as to where our parcels are, and if there are any legitimate reasons for our address being an issue, then we would like to resolve it. A simple message from the courier who has our parcels would suffice! Thanks

What I wish had happened

Firstly for the parcels to be delivered on the date and time that Hermes specified. If there were any problems (which there clearly are!) then we would have expected Hermes to get in touch to resolve any issues so they can get the parcels we have paid for out to us.

Where this happened

Other - Ordered parcels from Beer52, Sainsburys and Wilkos - all three have failed to arrive on their specified dates - would like to point out it isn't the retailers fault.

Hermes Customers

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28% Delivery
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21% Customer Service
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11% Delay
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6% Inconvenienced
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3% Fraud
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3% Other
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2% Embarrassment
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Delivery Service Customers

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26% Delivery
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20% Customer Service
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10% Delay
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7% Inconvenienced
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4% Fraud
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2% Other
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2% Returns
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