This rating is purely on customer service. I send a lot of parcels every day with 90% of them with myhermes. But one parcel was damaged, this is not a problem and can easily be sorted and something i expect now and then.i tried phoning their number at 10p per minute plus network over 5 times and could not get through but was easily put on hold. ok so i email over 15 times over 3 days and am still awaiting a reply. Also the online chat is unavailable. So today due no customer service i spoke to my local myhermes collection guy and said sorry i cannot send anymore. He was gutted as he comes to me everyday. As i write this and you are a myhermes customer relations person you can still contact me if you want my business on 07929520411 but i wont hold my breadth. 17/06/2013
I've just found out that the package I've been waiting a few days for, a £450 software upgrade, was left in the porch of my block of flats a week ago, having apparently been 'signed for'. It was probably stolen within minutes, if they even got the right block in the first place (there was no note). Do not deal with anyone who uses Myhermes, ever- make a point of it when buying anything online.
I ordered as a customer through Bank.com purchasing a £32.00 Paul's Boutique bag. The delivery wasn't too long, however the delivery man still managed to miss 2 delivery attempts and posted on the third day. I was at home on the THREE accounts. The first knock on day one, which I was looking after two kids below the kids of 2, plus I also have a british bulldog and a pug puppy to deal with, he lasted 4 seconds on the door with no parcel in hand and RAN straight to his van not giving me a chance to even attend the door.
No phone calls are replied to by MyHermes because of the volume they recieve (yeah right...more like because of the complaints...) so i leave a polite message for them to post ASAP 10 seconds after the delivery man left.
On the second day yet again he gave me literally 10 seconds, I could see him walking back to his van and I was running off behind him and still missed my parcel! I told him over the phone to bring a complaint form with him at the next 'pathetic attempt'.
Only on this third day did he actually have parcel in hand and I received it. Such stress! The parcels basically remain in their vans and there's no way of getting to them. He made no attempt to have my neighbours sign the parcel for me, both of whom are unemployed and one who is retired. He made no attempt to come back to try again. He did not bring along a complaint from. Hermes I will be taking this further.
Anyone reading do not buy or sell with Hermes. The delivery men are a nightmare! and there is no possible way for us customers to access our parcels!!
What would happen If I were disabled or had more children in my house? The impossibility of reaching the door in under 5 seconds is impossible and they dont attempt to leave with neighbors. It's a joke!! Never met a delivery company like this, I would like to know how much per hour a day these delivery men get, as they seem to enjoy leaving the parcels for other days so it seems like they have work to do,....
Radek Winski vond deze beoordeling nuttig
This company lost an item i sent, it took them more then the 28 working days after i had submitted my claim form for them to accept responsibility of losing my item. I kept asking them where my item was, and all i got was an automated/copy and paste reply. I kicked up a fuss and demanded that i know where my item was, to which i got a reply saying that the delivery driver had been in a bad crash (seems like a legitimate excuse??) I constantly had to email them, once they had accepted responsibility, it was on to compensation, they offered me there standard compensation, but i had paid for extra, they asked for proof of the items value, of which i provided, they then gave me the correct compensation offer, to which i accepted. Then it was onto payment, i requested paypal as i had used paypal to pay them and chose to use them as i can only pay by or be paid by paypal (account is about 8 year old and has a no longer existant bank account registered, hence why i can still use paypal). They kept asking for bank details, also asking for my long card number,expiry date, name on card and the security number on the back (all these are used to pay somebody and NOT to receive money). I eventually talked my cousin into using his bank account to receive compensation payment, so i submitted his account number and sort code. I havent heard anything from them since, and i sent them the bank details on the 9th june 2013, before the bank details were submitted, they would respond to my emails in less then 24 hours, which i thought was very good of them, but when it comes to actually paying the compensation, they just dont want to know.
Using your service was not my idea but that of my supplier over which I had no control.
The item did come after 3 days which was fine BUT my complaint is that the website is rubbish as it can only be accessed by the sender and NOT by the recipient.
So it is impossible to know when delivery will take place!!
I live on my own in a top floor flat and I do need to go out quite often.
Surely it's not 'rocket science' with modern means of communication for a recipient to be able to find out when delivery is expected, at least within half-a-day.
Also the telephone link is worse than useless- no help at all!!
Guess what' for myself I will NOT be using your service ever!!
Never again will I use myhermes
a driver threw my parcel over my 6ft fence which ment that my parcel contents were broken it had fragile all over my parcel which I thought would have given some idea that what was inside was breakable
I rang the driver surprise surprise no answer I've sent countless emails ....... No reply
Trying to ring myhermes is a complete no no as u can't speak to anyone direct ! No happy with this so called company at all
Ordered a next working day delivery item for my holiday and specifically made arrangements to be in to receive it and then get an email from Evans telling me that they have kindly refunded my delivery charge because this useless bunch of &^%^&$ can't even do their jobs - and not for the first time either. I've told Evans I won't be shopping with them again and if I see a delivery service that offers Hermes as the courier, then I won't bother. I wish there was an offer of ZERO stars as that's all this shambles of a company is worth.
Wanted to cancel a shipment told not a problem Wrong still charged no refund
I have spoken to them emailed them 3 times no reply and the number you phone you are put on hold with a recorded message saying all operators are busy use email.
This company is utterly useless and I am going back to royal mail at least their stamps are pretty lol
IPhone 5 left on door step full view of the world loads of other expensive packages just left on door step some have gone missing other been left in the rain they don't even ring the door bell I hear the letter box go and see there is a card saying left on secure porch which its not secure and I don't even have a porch phoned up to complain but they refused to talk to me as a buyer even though I was the one that paid for the service don't recommend everyone contact watch dog that's what I've done!!! I live less than 100m away from a town on a busy walkway and road leading to the town its outragious so many complaints and no action or response
There are a lot of negative reviews here but, like with anything, if you go looking for problems you'll find them. That being said, Hermes uses self-employed couriers so service varies from region to region.
From my own personal experience I have never had an issue with the company. I pay for a collection, a nice, friendly chap knocks on my door and takes my parcel away. Every buyer on eBay has received their item in sound condition within 3-5 days, as advertised!
Ordered some goods on-line, after a week of no delivery I contacted the supplier who told me that the delivery was being done by myhermes and given the tracking number and then told to my surprise that I had signed for it at 7:57 1st June (Saturday Morning).
Tried to contact hermes for some answers they refused to speak to me, the supplier in my case was understanding and he tried to contact hermes and get some answers.... He was left on hold with no response from customer services and they refused to answer any of his emails requesting to see who signed the delivery off.
Considering the fact that the log states the courier received the goods at 7:43 and then got my signature at 7:57, and also the fact that hermes state they only delivery from 8am onwards and also the fact I live in the ground floor flat, so my neighbours havn't signed on my behalf I am led to believe the courier stole my parcel.
I payed £6 for next day delivery for a topshop order, received a text at 9 am telling me to expect my package that day. Come 8pm no sign of the package. The lady on the phone from Hermes was extremely unhelpful and I'm left wondering where my package is! Absolutely useless!
We have used this courier for 6 months, we have had many parcels go missing, they are not small parcels they are 13kg, they are rubbish at telling youa parcel is lost, they say it's misplaced. they then make you prove your purchase, of goods ie invoices. you then have to prove the sale and the postage. We are still waiting 6 months on for claims for lost goods back in December. The couriers use their own cars and will bang and bash your parcel to try and make it fit. If your parcel doesnt fit, they just leave it and say they will come back for it, but normally they turn up the next day, making your parcel late even though you pay for a delivery service. In my eyes this is the worst run delivery company out there. I have discontinued using them as customer service is non existent and staff can be quite rude.
After reading reviews we were very nervous about using this company! However we sell hats and royal mails prices doubles over night and we had a decrease in sales rapidly. My Hermes were the only courier which were cheaper so naturally we go with them, the online system is good and easy to use the tracking is basic (can't see signature does not say which neighbour signed ) however it is adequate. So far we have had no complaints! The man who delivers in the Cheltenham area is very friendly and hardworking as he has delivered many items to me at home so I had a little faith in the company and its been rewarded. We do drop off our parcels at the local co-op rather the have it collected as it's on the way home and it does not interrupt our day. Drivers are self employed so some will be better then others, but do not write this company off on bad reviews most people who have good experiences will not write about them. So far My Hermes has been better then Royal Mail and just as good as our other courier APC. We would recommend this service.
Top Tip - Pay the extra for the signature !!!! Otherwise items could be left anywhere that's "Safe"
Owner Operator of The Vintage Hat Co.
this company are a joke 2 out of 3 parcels contents broken, not just broken smashed
i emailed them when 1st problem happened they looked into agreed with me and said they would review within 48 hours and settle compensation that was 2 weeks ago, i gave them another chance more fool me and sent 2nd parcel contents smashed to pieces, emailed they looking into, the parcel that had no problems was a pair of boots the items that were smashed were slot meters i have sent replacments by another company no problems
Joanne Hayden vond deze beoordeling nuttig
Parcel collected on time 13/05/13 ,good. Parcel tracking showing collected good, then to hermes hub, good. Five days later still at Hemes hub bad. No reply to emails bad, unable to get through to anyone by phone kept on hold at 10p per min, bad. They have no idea when it comes to customer care ! The recipient sent me an email to say parcel had arrived ,that was lucky. Checked tracking shows still at hermes hub!! Clueless. Sent another e-mail to hermes (that's four now) got a reply 27/05/13 saying they would look into it and get back to me it is now 4/06/13 and still waiting. Do not use HERMES. Checked tracking today 4/06/13 and it still shows at Hermes hub ! Wonder if they know it's been delivered?
If you are buying online check who the seller is using for delivery , if it is Hermes tell them you will not buy from them unless they can use a different delivery method and tell them why. This is something I saw on a review site titled fight back against Hermes!! Seems a good idea, if retailers are losing business because of Hermes things will change. I would give a minus 10 star rating for them .DO NOT BELIEVE THE CUSTOMER RATING ON HERMES SITE!!!! And I have closed my account .
I send on average 20 parcels a week with this company, and get a problem with 1 in 50 parcels.
They are very hard to contact if you have a problem, contacting them via the internet is a waste of time, and when you ring them to sort out a problem, you are charged 10p per minute.
The company itself does not seem to have direct control over the drivers used, and so it is very hard to get a direct answer on where and when parcels are delivered / left for the customer.
they also seem to have a problem with there own computer system in regards to finding addresses, as i have sent several parcels to well established addresses, by this i mean not new addresses that have just been built, and when this happens, they do not deliver and return the parcel say that delivery was attempted, yet no card was left as they just do not bother to try and find the address.
even though i put a contact telephone number on all of my parcels.
a simple call to the customer would resolve lots of small issues this company has.
and the use of a simple sat nav would also be an advantage.
but overall, you get what you pay for, and if i have a package that needs to get to my customer quickly or if it is valuable, i use another carrier.
So if you want a cheap slow service with some sort of tracking, use Myhermes
if you want a faster secure service, then use UPS or FEDeX via interparcel
but i do give my customers the option
6 deliveries by the same person over the last few weeks. The man reeks of cigarette smoke which then stinks out my parcels. The last one was quite potent, it made me gag (and I live with a smoker!) it must have sat in his van for a few days so a £200 dress has to go directly to my dry cleaner. All the other items were washed immediately. Even the paperwork smells! I thought it was illegal to smoke in a company vehicle but apprently he's self employed so can do whatever he likes in his own van. Complaint left with Hermes, let's see what they say.....but on the other hand he does deliver in a reasonable time.....
dont ever use this crowd. i sent 5 parcels on different dates. 1 arrived, 1 is lost and the others are still sitting in the shop i drop them at and 5 days have passed. customers emailing constantly wanting money returned and no wonder. ive got no answers for them. no way of contacting this crowd without costing more money. the 24 assistance chat called millie gets back after 1 day, or so they claim.
never, never never use this crowd.
I used myHermes for the first time this month.They took ten days to deliver the item and after unwrapping the very well packaged metal car part,a bootlid,I found that it was very badly damaged.The part had been photographed before being consigned to myHermes and was in an excellent condition.I rally needed this item and had searched long and hard for an example that was the correct colour and in this condition.
It would appear that the item had been dropped quite heavilly, as the corner of the lid was actually bent round and there was a heavy dent,as if it had been struck with a crowbar.
To add insult to injury,I found that I could not contact myHermes through email.Rather,I have had to leave my details with them and wait for them to get back to me.Something which has not yet happened.
I wish I'd known how unprofessional this postal provider was before using them.Looking on the internet,few people have a good word to say about them-although if you read their own customer feedback,you would come to the conclusion that they were superb.
To conclude,I feel like I have been mugged by myHermes, and would avoid them in the future, unless sending 'unbreakable' items like clothing.
I bought some clothing from JD Sports totalling £165, the delivery was handled by MyHermes, I believe ?! After a week I was still waiting for delivery so decided to track my parcel to find this info.
20/05/2013 10:51 Delivered to Letterbox
20/05/2013 07:52 Courier Received
20/05/2013 04:14 Out For Delivery
17/05/2013 20:35 Courier to Re-attempt
14/05/2013 10:14 Not Delivered - Postcode error
14/05/2013 10:09 Courier Received
14/05/2013 04:22 Out For Delivery To Courier
13/05/2013 22:45 Processed at Depot
13/05/2013 21:49 Receipt at Depot
12/05/2013 23:00 Receipt at Hub
There was no parcel at my "letterbox" or card on the 20th to tell me the delivery was made. I emailed the courier company and waited 3 days for a response, during this time I contacted JD customer service who then emailed the courier company to be told the parcel was delivered to a neighbours house but the house number they stated was empty and has been for 2 months. So I emailed MyHermes to ask for full investigation into where my goods had gone and who had them to be told the following.
"We are sincerely sorry for any frustration caused. Unfortunately you have emailed MyHermes, we are a brand within the Hermes Company, who the parcel is being sent with. We are unable to look into this delivery as it is not an order booked through myhermes.co.uk. We at MyHermes deal with parcels sent from private individuals to other private individuals (C2C).
Your order is from JDS and is being delivered by Hermes couriers. The Hermes contract is with the retail company and as the retailer you have ordered from does not outsource their customer services to Hermes they are unable to discuss the delivery with you directly. You will need to contact the retailer directly and they will be able to assist you. If necessary they will contact Hermes on your behalf to resolve any issues.
Please contact the retailer you have ordered from and their customer service team will be able to assist you."
Well,OK...could be I DID go a bit over the top in my email to Myhermes CS,when I told them they make YODEL look like a class act,but I was upset.All I wanted was a SIMPLE answer to a SIMPLE question.Problem was,I'm not THEIR customer (not that it would have made any difference if I had been) I am their CUSTOMERS customer,if you see what I mean....It was only a question about the definitions used in their Tracking Log,so as I could better understand the BS I was looking at
I wouldn't be so bad if they actually SCANNED the bloody parcels properly, (No,I've NOT been at the Scotch) but they seem to scan when they feel like it,when they remember,and if//when they forget (if they give a stuff) make it up,OR...make it up to "muddy the water" ?,so that when it goes "missing" you can't figure out how/when/where,or who the last Cowboy was,to see it in one piece.??
Bottom line?.We get the "service" we pay for.
Our local delivery lady near Callington in Cornwall is excellent, but she can not explain the 66% breakages my product has received so far with Myhermes. I see from the reviews here that they are all very recent. My customer, also in Cornwall said he had not received such a well packed parcel and yet one of them 2 jars of chutney were not just broken, but smashed into small fragments. The cube shaped box was virtually round, as though it had been used as a football. Nown to talk to someone it is a premium rate phone call at 10p/minute. Why should I pay to tell these idiots how to do their job. I have just started an online business, this company could wreckm a startup overnight. I will NEVER use them again. Strange with all this criticism, that they do not make any attempt to respond to the complaints. Try looking at Customer Reviews on their website, the page doesn't exist. We all know why.
Would advise that NOBODY use this company.
It appears as though their depot staff deliberately damage items, and the Company are fully aware of these issues, but cannot be bothered to address them.
Don't even TRY to get your money back, as even items which you pay extra compensation for will "not be covered".
Terrible customer service, and just look at all of these negative reviews; we can't all be wrong, surely?!
Awful beyond description.
im seeing how everybody has the same scenario, they leave parcels on "secure porch" whether there is a secure place or not, same happened to me. They company i ordered from dont seem to realise theyre making a mistake with these guys 4th worst rated out of 196 companys??? come on, kinda obvious
Collection due Wednesday - stayed in for it. Nothing!!
Stayed in most of today too - Nothing
Phoned them. We will definitely collect tomorrow, will there be someone in?? NO!!
Sorry, it was the courier who took the job and they can't collect till Friday - so why accept the collection for Wednesday?? Sorry, We will definitely collect tomorrow, will there be someone in?? NO!!!!!!!!!!!!!!!!!!!!!
Cancel the job and I will send it elsewhere - okay, it will take 3-5 days to get a refund........WHY?? You took the money instantly. Sorry......
Waiting over the stated 2 days for an email reply. Delivery card says parcel left under recycling box, but nothing was found there when I looked. yet the tracking on the website says it was left with a neighbour, on the previous day! I don't think so!
everybody was in home just nobody in living room and their even heaven t tray to pres a door bell their just trow over the fence where is a dog there is and warning plate. and they still did it and this was second time . And dog just played again and was not much left from parcel.
My order isnt here 2 weeks after I've ordered it. Went onto their website to track it and no update. I thought (like most companies) they would update me if i tweeted them......looked on their twitter profile and it turns out they're just plain rude, unproffessional idiots. NEVER will I ever order through a company who uses Hermes, especially with levels of "customer service" like this.
Have had experiences of this company twice in the last few weeks. Placed order from Zavvi who I have ordered from many times in the past. According to the Hermes website they had tried to deliver my package on numerous occasions even though on at least two of the days someone was in all day! Never once had I had a card through my door so this was a blatant lie. Eventually website said my order had been carded 3 times when I hadn't had a single one...and then returned to sender. There's no way of contacting Hermes direct...all you get is a recorded message saying you have to contact the retailer.
A few days ago I placed an order on Music Magpie and was told my package would be collected by them free of charge the next day. No-one turned up even though someone was in all day and when contacting Music Magpie I was told the courier had been contacted and they would investigate the matter. Surprise, surprise...the courier they were using was Hermes !
It is surprising the number of retailers that use these jokers.....they are going to lose a lot of companies a lot of business. If you can avoid them, avoid them at all costs....like many people have said on here if I could leave zero stars I would !
I don't suppose Hermes actually read any of these comments anyway, like some retailers do, so I don't expect a reply or an explanation of why they are so crap !
Emma Wilson vond deze beoordeling nuttig
I have two hermes "sorry I missed you" cards because parcel needs a signature, only with a name and mobile number, no date of planned redelivery. I get no answer on this number, theres no answerphone, and no reply to texts. So if I cant re-arrange for a day when Im actually in, and theres no depot to collect from, how am I supposed to receive the parcel?
I AM A SERIOUS INTERNET SHOPPER. I HAVE BOUGHT ROUGHLY OVER 1,000 ITEMS OVER THE PAST FOUR YEARS.IN THAT TIME I HAVE
HAD ONLY ONE PACKAGE LOST BY ROYAL MAIL.I HAVE BOUGHT 4 SEPERATE ITEMS BY FOUR DIFFERENT SELLERS WHO USE MY HERMES.FOUR WEEKS LATER AND ONLY ONE ITEM HAS MADE IT.ONE OTHER ITEM GOT HERE WELL THE RIPPED OPEN EMPTY BOX DID AND MY SIGNATURE WAS CLEARLY FAKED!
ONLY THE LOW COST ITEM MADE IT.ALL OF THESE FOUR PACKAGES WERE BIRTHDAY PRESENTS FOR A LITTLE CHILD.HOW LOW CAN PEOPLE GO.NEVER AGAIN WILL I USE A SELLER WHO USES THIS COMPANY.
myHermes simply can't collect or deliver parcels. This is why they're ranked at position 33 out of the 35 parcel companies on here, rightly so.
If you do as I did - ignore the online reviews and use them anyway - when it goes wrong, expect customer service to be rude, dismissive and give you cocky answers. They will ignore your problem until you go away.
You can find their CEO's email address on LinkedIn. But you won't get results from her either - she ignores everything too.
I'm a business who sell online. I've been using myhermes for 3 weeks to deliver my parcels what customers order. For the last week 3 Brand new item as arrived damaged cause of the myhermes. Every item was WELL PACKAGED. But still ended up damaged. To me i'm going to loss business and earning cause of it. I am unhappy with the myhermes service now. I might take legal action against them and inform trading standards.
I am writing as a customer on the recieving end of there terrible service.. I bought an item from a well known auction site.. The seller uses my hermes for delivery.. When i buy anything again if they use this courier servicei will not purchase the item .... I was sat in my house waiting for delivery when i heard the letterbox go. I picked up the parcel from the doormat and realised it was empty and the parcel was open at this i noticed the delivery driver quickly drive off before i had chance to flag him down so i contacted the myhermes direct who told me i had just signed for the parcel.. I could not believe what i was hearing.. I stated that i had not signed for anything and would like to see this signature.. Which they did,, it was just a roughly squiggled s.. So people be warned if the delivery driver takes a fancy to your item or it gets lost they just fake a signature.. I have reported this and all relevant evidance to trading standards..... DO NOT HAVE ANYTHING TO DO WITH COMPANY.....
I've recently started selling some bits and bobs on eBay, One particular item was too big to send via collect+, so I arranged for Hermes to pick it up. I did stipulate that I wouldn't be able to stay in ALL day as I have school runs. I arranged for my parcel to be collected on Tuesday 23rd April, I get back from the school run to find a Hermes card in my door, all it said was "tried to collect but no parcel left" - I cannot leave parcels outside, my front door is on the street front! They'd left no contact details to rearrange, so I contacted Hermes and was told that this would be treated with the utmost urgency, waited a day, nothing. Emailed them again on 24th, nothing, got an email this morning from them (25th), saying that they're sorry, but I'm going to have to take this up with the person I ordered my goods from (WTF, it's MY goods they're COLLECTING!!!). I couldn't refrain from sending a rather abrupt email back to them, stating that if they don't rearrange TODAY I'm never using them again and cancelling my order. Bloody useless, customer sevice is shockingly dire AND I'm probably going to incur negative feedback on eBay for this whole fiasco :-(
AVOID at all costs!!!
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