A customer experience about Hermes

Status: Approved

#Delivery #CustomerService #Communication  Frustrated Disappointed Saddened 

Kindly shared by Anonymous

What happened

Hermes have lost a package while in their care. It was shown as out for delivery on April 21st but no delivery has taken place. Hemers Customer Service have admitted that it is lost and have consistantly failed to resolve the issue. I have a log of all communication between Hermes and I. The package is of high sentimental value and cannot be replaced (it is no longer manufactured). Hermes appear incapable of taking ownership of the problem and resolving it. I would like to escalate the problem.

What I wish had happened

1. The package would have been delivered safely, as required. 2. If lost, Hermes would have a robust tracking system to locate the item. 3. Hermes Support would have the necessary procedures to communicate effectively with their customer and keep them informed in a timely manner, with out the need to chase them.

Where this happened

Via the post

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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3% Fraud
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2% Other
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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
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4% 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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2% Delivery
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1% Rudeness
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1% Communication
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1% Service
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1% Quality of product
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