A customer experience about Hermes

Status: Approved

#Fraud #FinancialLoss #CustomerService  Frustrated Unhappy Annoyed 

Kindly shared by Anonymous

What happened

I bought a saddle on ebay, virtually new but old model so amazing price. dispatched by seller 23/02/21, on 25/o2/21 saw a message that it was damaged beyond repair. seller eventually got my message and several days later queried it. was told that the fee was insufficient and told to pay >£10 more which she did and the saddle would be delivered by 06/03/21. I emailed the company when it did not arrive. today 09/03/21 received an email reverting to the damaged beyond repair story and that no photographic evidence was available and it had been destroyed. without any proof! Saddles are virtually indestructable, and are nearly always repairable. Any irreperable damage would have to occur to the interior and not be visible. This was a virtually new old model saddle at a fraction of the cost of a new one. I would like it to be delivered, or at very least have evidence of the nature and scale of the damage. Horses can fall from height onto their saddles and the saddles survive. Unless they had a fire at their depot, of which there would be photos etc, it is hard to believe a word of Hermes story.

What I wish had happened

a proper investigation into where this saddle is, or photographic evidence to support their claim. If it was damaged then an offer to repair the damage from the courier. and ultimately I would like this saddle because I cannot afford to just replace this type of kit. It was the perfect saddle for our needs right now, one in that condition for that price (it had been mislabelled by the vendor as a GP when it was in fact a jumping saddle from the photos) meant that there had been no other bids. At very least the offer from Hermes to replace the saddle with another of the same quality.

Where this happened

Other - emails

Hermes Customers

Most talked about by Hermes customers

High
Low

How this makes Hermes customers feel

High
Low
28% Delivery
Feelings:

Frustrated

Furious

Annoyed

Let down

Disgusted

Disappointed

Unsatisfied

Unhappy

Miffed

Anxious

Sad

21% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disgusted

Disappointed

Unsatisfied

Unhappy

Anxious

Displeased

Sad

14% Financial Loss
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Disgusted

Let down

Unhappy

Unsatisfied

Anxious

Sad

Surprised

11% Delay
Feelings:

Furious

Frustrated

Annoyed

Let down

Disappointed

Disgusted

Displeased

Miffed

Anxious

8% Communication
Feelings:

Frustrated

Annoyed

Furious

Let down

Disappointed

Disgusted

6% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Disgusted

Let down

Anxious

Miffed

3% Fraud
Feelings:

Disgusted

Frustrated

Furious

Annoyed

Let down

Disappointed

Unhappy

3% Other
Feelings:

Furious

Annoyed

Frustrated

Surprised

Disgusted

Disappointed

3% Returns
Feelings:

Frustrated

Annoyed

Furious

Anxious

Disappointed

Unhappy

Let down

2% Embarrassment
Feelings:

Annoyed

Frustrated

Furious

Displeased

1% Rudeness
Feelings:

Let down

Furious

Disgusted

Annoyed

Frustrated

1% Quality of product
Feelings:

Furious

Annoyed

Let down

1% Delivery
Feelings:

Grateful

Pleased

Happy

Delivery Service Customers

Most talked about by Delivery Service customers

High
Low

How this makes Delivery Service customers feel

High
Low
26% Delivery
Feelings:

Frustrated

Furious

Annoyed

Disappointed

Let down

Disgusted

Anxious

Unsatisfied

Sad

Unhappy

Miffed

Offended

20% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disgusted

Disappointed

Unsatisfied

Anxious

Sad

Unhappy

Offended

Displeased

14% Financial Loss
Feelings:

Frustrated

Furious

Annoyed

Disappointed

Disgusted

Let down

Unhappy

Unsatisfied

Anxious

Sad

Surprised

10% Delay
Feelings:

Frustrated

Annoyed

Furious

Let down

Disappointed

Disgusted

Anxious

Displeased

Miffed

8% Communication
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Let down

Disgusted

7% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Disgusted

Let down

Anxious

Miffed

Offended

4% Fraud
Feelings:

Disgusted

Furious

Frustrated

Disappointed

Annoyed

Let down

Unhappy

Sad

2% Other
Feelings:

Furious

Annoyed

Frustrated

Surprised

Disgusted

Disappointed

2% Returns
Feelings:

Frustrated

Annoyed

Furious

Disappointed

Let down

Unhappy

Anxious

2% Embarrassment
Feelings:

Frustrated

Annoyed

Furious

Displeased

2% Delivery
Feelings:

Grateful

Happy

Satisfied

Pleased

Special

Delighted

1% Rudeness
Feelings:

Let down

Furious

Disgusted

Annoyed

Frustrated

1% Communication
Feelings:

Satisfied

Happy

Special

Delighted

Grateful

1% Service
Feelings:

Delighted

Grateful

Satisfied

1% Quality of product
Feelings:

Furious

Annoyed

Let down

Most positive experiences about Delivery Service companies

High
Low
  1. Hermes
  2. Yodel
  3. P4D
  4. Royal Mail

Least positive experiences about Delivery Service companies

High
Low
  1. DPD
  2. Hermes