A customer experience about Hermes

Status: Approved

#Communication #FinancialLoss #CustomerService  Annoyed Frustrated Let down 

Kindly shared by R. Chilton

What happened

They “lost” the parcel I was sending. Have been told (very rudely) on the phone (after I chased THEM) that it will never be found, is completely unaccounted for and there’s nothing they can/will do about it.

What I wish had happened

They contacted me as soon as they knew it had “disappeared” and that they dealt with me empathetically and tried to compensate me for my loss.

Where this happened

On the phone - 0330 808 5456

Hermes Customers

Most talked about by 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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Furious

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Disappointed

Confused

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9% Communication
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Furious

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6% Inconvenienced
Feelings:

Furious

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Anxious

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3% Returns
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3% Fraud
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2% Other
Feelings:

Furious

Annoyed

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Surprised

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2% Embarrassment
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Annoyed

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Furious

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1% Rudeness
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Let down

Furious

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1% Quality of product
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Furious

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1% Delivery
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Grateful

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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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21% Customer Service
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13% Financial Loss
Feelings:

Frustrated

Furious

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Unhappy

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10% Communication
Feelings:

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Disgusted

Unsatisfied

Unhappy

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9% Delay
Feelings:

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Furious

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Disappointed

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Confused

Anxious

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7% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Disgusted

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Anxious

Unhappy

Confused

Miffed

Offended

3% Fraud
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Disgusted

Furious

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Disappointed

Annoyed

Sad

Let down

Unhappy

3% Returns
Feelings:

Annoyed

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Unhappy

Furious

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Unsatisfied

Anxious

2% Other
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Annoyed

Furious

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Surprised

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1% Embarrassment
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Frustrated

Annoyed

Furious

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1% Delivery
Feelings:

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Happy

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Special

Delighted

1% Rudeness
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Let down

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1% Communication
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Satisfied

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Special

Delighted

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0% Service
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Grateful

Satisfied

Delighted

0% Quality of product
Feelings:

Furious

Annoyed

Let down

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