A complaint about Hermes

Status: Approved

#FinancialLoss #Rudeness #CustomerService  Furious Disgusted Let down 

What happened

I sold my sons e scooter which was only a few weeks old from new as he wasn't comfortable with it my lovely hermes courier collected the scooter at the end of June and on Friday July 3rd the tracking old me it was up at the Birmingham depot ready to go out and be delivered to the person who brought it, within an hour or less it had DISSAPEARED WITHOUT TRACE! A SWEEP was done of the floor it had been at and i was told someone would ring me back i had no calls over the next 3 hell on earth weeks of my life, I still really really mad infact I'm evil about the way the whole of the birmi gham depot treated me, i tried all I g and emailing they ignored me and the final straws were they even stopped as low as blocking my mobile number i knew they had blocked it as when I used someone else's phone to call them I was put straight onto someone. I was spoken to once and I thought he sounded genuine but he promised a call back and I had nothing, this scooter had been sold for £130 and I was using the money from the sale to purchase my six year old son a scooter he wanted and now we are out of pocket still and we're offered £10.82 postage refund!! I have gone mad at them on twitter, Facebook, emails and even I Emailed the CEO I haven't had a reply, it's so disgusting that one of them had stolen the scooter and still they had the audacity to treat me with absolute disregard. I have never been so angry in my life and its serioysly affected me mentally without a doubt, I feel so vulnerable and made to feel a laughing stock, My son is absolutely heartbroken as that money we refunded back to the buyer. Its made me as a seller look completely unreliable and I have no confidence with hermes or any of its scum bag staff please, please help me get something done about this they say they aren't LIABLE!!! YES THEY ARE IT GOT STOLEN OAT THEIR DEPOT THEY ARE TO BLAME I'M GOING TO THE PAPERS IF YOU CAN'T DO ANYTHING THIS IS THE WORST CUSTOMER CARE EVER HAVE I EXPERIENCED AND PHYSCOLOGICALLY ITS HAD A HUGE IMPACT ON ME, I'M SHAKING JUST WRITING THIS.

What I wish had happened

I have had many dealings with companies before where an item has arrived to myself broken or not arrived atall and every single one of these companies have done the right thing by giving me either an instant full refund of the item or sent out another, Hermes should of made me a priority along with anyone else suffering with missing parcels and then out of the fact it happened whilst on hermes premises they should of offered me a full refund of what I sold it for they knew it was my sons and he was waiting for the person to recieve it that day so our funds would be released!! So, so upset I'm crying with upset and anger just writing to you.

Where this happened

On the phone

Hermes Customers

Most talked about by Hermes customers

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How this makes Hermes customers feel

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28% Delivery
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Let down

Disgusted

Miffed

Anxious

19% Customer Service
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Frustrated

Furious

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Let down

Disgusted

Annoyed

Anxious

13% Financial Loss
Feelings:

Furious

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Anxious

Surprised

12% Delay
Feelings:

Furious

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Let down

Annoyed

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Anxious

Miffed

8% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

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Disgusted

Let down

Anxious

Miffed

6% Communication
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Frustrated

Furious

Annoyed

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Let down

5% Other
Feelings:

Furious

Annoyed

Frustrated

Disappointed

Surprised

Disgusted

3% Returns
Feelings:

Furious

Frustrated

Annoyed

Let down

Anxious

Disappointed

3% Fraud
Feelings:

Disgusted

Furious

Frustrated

Disappointed

1% Quality of product
Feelings:

Furious

Annoyed

Let down

1% Embarrassment
Feelings:

Furious

Annoyed

Frustrated

1% Rudeness
Feelings:

Furious

Disgusted

Let down

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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26% Delivery
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Furious

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Annoyed

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Anxious

Miffed

17% Customer Service
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Furious

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Annoyed

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13% Financial Loss
Feelings:

Frustrated

Furious

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Anxious

Surprised

Let down

11% Delay
Feelings:

Furious

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Annoyed

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Anxious

Miffed

9% Inconvenienced
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Disappointed

Let down

Anxious

Miffed

5% Communication
Feelings:

Furious

Annoyed

Frustrated

Disappointed

Let down

4% Fraud
Feelings:

Disgusted

Furious

Frustrated

Disappointed

4% Other
Feelings:

Annoyed

Frustrated

Furious

Disgusted

Disappointed

Surprised

3% Returns
Feelings:

Annoyed

Furious

Frustrated

Disappointed

Let down

Anxious

1% Quality of product
Feelings:

Furious

Annoyed

Let down

1% Embarrassment
Feelings:

Furious

Annoyed

Frustrated

1% Rudeness
Feelings:

Furious

Disgusted

Let down

1% Delivery
Feelings:

Delighted

Grateful

Satisfied

1% Communication
Feelings:

Delighted

Grateful

Satisfied

1% Service
Feelings:

Satisfied

Delighted

Grateful

Most complained about Delivery Service companies

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  1. Hermes
  2. P4D

Most complimented Delivery Service companies

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  1. DPD