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Hermes UK and Amazon


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Initial post: 21 May 2011, 19:49:42 BST
I am absolutely disgusted with Amazon and Hermes. I waited in all day today for my order to be delivered. I have now contacted the customer service department twice and spent 40 minutes on the telephone to be informed that they do not have a contact number for Hermes to check where my delivery is. I was also informed by customer services that if the courier could not find my address they would make contact with me. I have had no telephone calls, no cards have been left and no parcel. The website has been updated saying that delivery was attempted...that is a lie, I have been waiting here all day. I do not know where my parcel is and in future when employing a courier company it would help if Amazon provided their customer services with Hermes telephone number...it might help.I have also just had this email from the courier service, I tried calling them today but they do not take calls from the customer, just the company that uses them, what good is that ???? this email beggars belief.

What can I do ???

The courier company can not be contacted by me. Amazon staff do not know the number, they will not read my emails......absolute rubbish.

What am I supposed to do about the below ?????

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

This is an automated e mail, please do not reply

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

We apologise, but are unable to deal directly with you regarding your parcel enquiry.

Please contact the company with whom you placed your order.

Thank you.

Hermes

Rant Over

Posted on 22 May 2011, 11:44:25 BST
Although I received my parcel on the correct day, the Hermes website tracking information so so delayed that is is almost useless. I could find no information on where my parcel was or when I could expect it. Contrast this with a DPD parcel a couple of weeks earlier from Amazon where I could not only track my parcel but also find the time of expected delivery to an hour slot. The parcel duly arrived whithin this slot time, this begs the question why use Hermes at all? It seems that Hermes uses independant car deliveries and this is the reason they cannot track anything, not very professional or indeed safe for your parcels.

In reply to an earlier post on 22 May 2011, 23:11:34 BST
Last edited by the author on 22 May 2011, 23:12:43 BST
V. Wright says:
i had the same problems with Hermes with another home shopping channel. They are terrible and deliveries went missing
frequently. On contacting the company I bought the goods from I was fobbed off with "we are not dealing with Hermes any more". This is complete rubbish as they still use this useless unreliable courier. I wonder if companies value business nowadays as I, in future, will be avoiding any company who uses Hermes. You have my sympathies Mr Kidd

Posted on 23 May 2011, 20:26:48 BST
Credit where it is due. I called and complained (at length) on Saturday night. After much cursing and more moaning on Sunday morning guess what.........a courier arrived.....Yes on a Sunday. Excellent customer services Amazon, you managed to turn this complaint right round. I thought I was going to be playing hunt the parcel for the next couple of weeks but not at all. Thanks again Amazon 5* service top marks.

Posted on 13 Jun 2011, 13:45:24 BST
M. Songhurst says:
Mr. Kidd. Fear not, you are one of many. This morning Hermes allegedly 'attempted' (as if the drive way was stricken with lava and booby traps) to deliver my parcel at 7:15 and proceeded to bugger off without a delivery notice. I know this because it says 'failed delivery' on their web page.

Rung them up to discover they have no customer service. (What's that about?)

E mailed them and got the exact same automated e mail.

Re sent an e mail as a 'new business query' instead of 'parcel query'. The money grabbing bastards have not replied to that one yet so I'm guessing someone is reading it...slowly.

Complained to Amazon along with thousands of other people I hope but am yet to hear anything from either of them.

When did this poor excuse of a company decide to re-'attempt' to deliver your parcel if you don't mind me asking?

Thanks.

Posted on 13 Jun 2011, 13:46:50 BST
M. Songhurst says:
Oh and I forgot to mention...I've been up since 5:30 working from home so there was no attempted delivery at all.

In reply to an earlier post on 13 Jun 2011, 17:20:33 BST
Laura says:
I wasn't aware Amazon used Hermes? Are you sure your items is not from a third party Seller who is using Hermes as their Courier?
From personal experience, I agree totally about Hermes, their customer service is rubbish.

In reply to an earlier post on 13 Jun 2011, 19:02:57 BST
Amazon have started to use Hermes recently. It's only been a month or two I believe since their contract started. I've not had a Hermes delivery myself yet though.

Posted on 13 Jun 2011, 21:38:21 BST
Suebecca says:
Just to add a positive note to this discussion - I have had very good experiences with Hermes. I have used them a number of times when selling large items on ebay (you can use them as an individual) You are able to book online and track on a day by day basis. In addition when I have used them they sent an email to the buyer providing tracking information. I have spoken to customer services many times and they have been very helpful and polite. Deliveries have been in the alloted time scale. I think the some of the problems set out in this discussion are because they do not have a network of employees but use local car drivers on a 'self employed' basis. clearly in some areas of the country the service is not a good as others and as they are not employees perhaps Hermes does not have as much control over quality. They do however provide insurance on parcels for damage and late delivery so if people are experiencing difficulties I would suggest asking the seller to invoke the insurance. Thought you may like to hear a positive slant on the company as I have been pleased with the service I have received.

Posted on 14 Jun 2011, 07:13:56 BST
Amazon are using Hermes, they did manage to re deliver my parcel the following day after much complaining on my part. It was delivered by a chap in his own private vehicle wearing Stoke City shirt, very professional. He could offer no explanation as to why the parcel had not been delivered the day before, I had been at home all day so there had been no attempted delivery.

This whole transaction has been a complete joke....if you think your frustrated read the below, this is the email I sent to Amazon. Just shows that the High Street wins hands down when it comes to a faulty product.

Amazon,

I have been a customer of Amazon for over ten years and on the whole found you very competitive and convenient to use. I have recommended you to numerous work colleagues as well as my friends and family, you were my first port of call before making a purchase. That was up until the way I have been treated over this recent purchase.

On the 18th of May 2011 I ordered a Panasonic SC-BT230EB-K Blu-Ray 5.1 Home Cinema costing me £194.29.

This is where my problems started. I waited in all day on the 21st of May for my order to be delivered. I contacted your customer service department twice and spent 40 minutes on the telephone to be informed that you do not have a contact number for Hermes to check where my delivery was. I was also informed by customer services that if the courier could not find my address they would make contact with me. I had no telephone calls, no cards had been left and no parcel.

The courier website had been updated saying that delivery was attempted...that was a lie, I had been waiting at home all day. I did not know where my parcel was and neither did Amazon because you did not have a contact number for Hermes, which I find hard to believe.

In future when employing a courier company it would help if Amazon provided their customer services staff with that courier's telephone number...it might help. I tried calling Hermes but they do not take calls from the customer, just the company that uses them, what good is that ????

The parcel then arrived on Sunday the 22nd of May ?? A none working day, delivered by a man in a football shirt in what appeard to be his own private vehicle, no signature was obtained and he handed over the package without speaking or making eye contact. Not very professional at all, no apology and no explanation as to where they were the day before.

I then installed this system which included me having to make amendments to my house, drill holes in walls etc to fit the speakers.

On the 2th June 2011 the system stopped working, the surround sound worked but not the blu ray player. Never mind I thought I would contact your customer services and arrange for a replacement product. I called customer services and was informed that this product was not in stock but I could have a refund. I then checked on your website to find that it was in stock but had gone up to £240. I was offered the same system but at this increased price, i.e. £45 more expensive.

This was completely unacceptable and I could not understand the attitude of your representative.

Because the blu ray no longer worked the only option for me was to return the item for a refund. Because the blu ray was going back I also wanted to return the additional cables I had purchased with it. I was told I could not do this as these had been purchased through a different online retailer. I would have to contact them separately, pay to return the items in a hope that I might get my money back.

I was then informed by your representative that due to the problems I had encountered she would arrange a courier to collect the parcel between 14:30 and 16:30 on the 3rd of June 2011 and this was confirmed to me by email at 13:50 on 2nd June. I was informed by your representative that once the parcel had been collected I could call back and a supervisor would authorise an immediate refund so I could make a purchase from an alternative company.

I had to take the afternoon of the 3rd of June off work to ensure I was at home to hand the parcel to the courier. I called City Link (your designated courier) that morning and left two contact numbers in case the driver got lost so he could call me for directions.

By 17:00 that day the courier had not arrived so I called the company who informed me that they could not find the address. They had not called me on either of the contact numbers I had provided.

I then called Amazon back and spoke to another customer service representative who stated that the parcel could not be collected until the following week and that a weekend collection was not at all possible. Because I had by this point spent many hours of my time trying to resolve this issue I told the customer service adviser that I wanted her to call me back with a solution. A call was placed to my home telephone number approximately 45 minutes later; however, the phone only rang twice and then rang off. I then received an email at 17:09 from Shanelle, the advisor whom I had asked to take ownership of this issue and resolve it stating "We placed a call to the phone number associated with the billing address on this order 01630657213. However, we were not able to reach you at that time". My wife was present and can confirm that the 'phone only range twice; this is clearly Amazon sharp practice in going through the motions of having a paper trail of a call back without actually having any intention of resolving the issue.

I called Amazon and asked to speak to a supervisor, I explained the situation (again) and he eventually said he would email the courier company and ask for the parcel to be collected between 9-12 on the 4th. This surprised me as I had been informed by the previous advisor that a weekend collection was "impossible". The supervisor then told me that despite what I had been told by the advisor I spoke to on 2nd June, that a refund had not been authorized on collection and there were no notes on the order to support that. But he did say that he would look into in and try and rectify the situation.

So on Saturday the 4th of June 2011 I contacted City Link just to double check that the collection was taking place and to double check that the driver had been provided with a contact number since they had failed to turn up the previous day and had failed to call. City Link had no knowledge of the email and had no intention of calling back at my address to collect the defective product. It is only after much complaining that in the end they did decide to do it.

I am taking the time to write to you to let you know how upset and frustrated I am in Amazon as a company, I have been lied to, on more than one occasion, been given misinformation and have had to jump through hoops to return a faulty product and get a refund (which, at the time of writing I have not received). I feel asothough your representatives have not listened to what I have said and it was just a case of dealing with me, no empathy involved at all. Equally as worrying, I had to repeat myself everytime I called because no notes had been made about my concerns and what had been promised.

I have now spent in total including time off work and time on the telephone to Amazon and the courier company approximately 8 hours which is a working day. On line shopping is supposed to be convenient, this has just proved to me that Amazon can not compete with the high street as it would have been simpler for me to return this to a normal store instead of going through this rigmarole.

Also to be offered the same product for £45 more was just disgusting.

In reply to an earlier post on 14 Jun 2011, 07:17:35 BST
Jan says:
I agree with suebecca I have had many years of trouble free deliveries from Hermes and have got to know the lady, who is self employed, who delivers my stuff with no problem whatsoever. I don't believe it the company's fault maybe just human error on the individual drivers part, all I can say is I am happy with Hermes service.

In reply to an earlier post on 14 Jun 2011, 10:30:47 BST
are you sure yor parcel was delivered thanks to some intervention by amazon or were you just lucky that the courier decided to deliver it on a sunday. remember hermes uses private individuals to deliver so they deliver when its convienient to them and that might have been on that sunday and nothing to do with amazon.

In reply to an earlier post on 14 Jun 2011, 10:53:49 BST
Laura says:
Oh dear...it does seem you have been messed about. My friend had something to return over xmas and Amazon kept changing the delivery dates. It took a long time for it to be collected and of course they won't refund until they have received the item back. The thing with Amazon Customer Service is that its the luck of the draw who you get on the end of the phone. I have had people who just didn't seem to know what they were talking about and in other instances really professional ones. Let us know what their response to your email is. I think you should fight more for a replacement and they should honour the £45 upgrade.
As for Hermes. As mentioned, they do just use people with their own car. I got to know my Hermes rep very well over xmas and he told me how much they get paid - an absolute pittance. Something like 50p per delivery and collection, they use their own cars and they have to use their own mobile phones. Therefore, when we had the bad snow, a lot were not prepared to go out in that weather just for 50p plus risking the treacherous roads in their own vehicle.
I recommended Hermes to my friend but as she lives in a different area than me, she got a different person. She left a big note on the door telling him that the item was behind her gate. When she came home it was still there. When she asked him the next day why he hadn't taken it, he made some nonsense up. Then the delivery just got delayed and delayed and she couldn't get hold of Hermes customer service. This went on for nearly a week. Their tracking service kept saying 'out for delivery' but each day it didn't get delivered. In the end my friend got a refund for the delivery service and refused to use them again. I even wrote them an email of complaint and said I wouldn't use them again either and I didn't even get a reply!
I use Amazon a lot and have always been pleased with them but that is only for books etc. I would only ever buy electrical items, TV's etc from a high street shop and that is exactly because of what happened to you. If there is a fault etc, it is easier to return it to a high street shop than an online retailer.
Good luck with your response from Amazon.

Posted on 14 Jun 2011, 11:50:45 BST
Alan Knight says:
Why are Amazon UK using a German delivery service Hermes, who I might say have a bad reputation here in Germany, whats up with us Brits why can we use a Britiash service have we gone to the dogs.

Posted on 14 Jun 2011, 12:55:39 BST
I am joining in here - I thought I has waited quite a while for my purchase from amazon and went online to 'track' the delivery ...... hermes had update they had left me three calling cards....what utter trash - I had not received one. I mailed Hermes and got exactly the same automated reply as the first post. upon emailing amazon direct - and them investigating - I was offered an apology and an upgrade to first class delivery free of charge. I now have my items and I am a happy bunny - I have shopped with amazon for a long time though and this recent affiliation is really letting their service down.

Posted on 15 Jun 2011, 13:06:32 BST
Peter Foo says:
We're in big trouble if Amazon have contracted Herpes to deliver things. If they use this joke of a company to deliver anything with my Prime subscription, then I'm cancelling it.

Posted on 15 Jun 2011, 15:27:44 BST
Last edited by the author on 15 Jun 2011, 15:40:21 BST
Peter Foo says:
Sorry, I forgot to add for those not in the know, these bunch of courier cowboys developed an astronomically bad reputation under their previous name "Parcelnet", with whom I had several bad experiences years ago. I'm guessing that Herpes wanted a clean slate. Well, that's no good unless you actually bother to improve the quality of your business. :)

The reason they are so cheap in the first place is that they undercut the proper couriers by contracting self-employed non-professional 'lifestyle couriers', who each have to use their own vehicle and fuel (no allowance given) and on top of that are only paid pennies for each delivery. All while their CEO has just had a salary hike up near the million mark. You get some who are full-time, but some who just work it around other jobs - hence the unreliability.

Posted on 17 Jun 2011, 17:01:28 BST
Steam Hater says:
I received an LG26330KU on Tuesday that was delivered by Hermes. The box was damaged - multiple rips and indentations, almost as if heavy sharp objects had been stacked on top of it. The foam packaging inside was in pieces. It wasn't even sealed. The bottom front bezel of the TV was detached from the screen. Simply pathetic.

I'll never buy anything electrical / fragile from Amazon ever again. High streets may be costlier but at least they're not damaged.

Posted on 17 Jun 2011, 17:09:48 BST
Hermes couldn't even be bothered to deliver our package to Guernsey, even though Amazon accepted the order. My husband had a message stating they (Hermes) were "unable" to deliver and had returned the parcel to Amazon.

I reordered same item through my Amazon account two days ago, and it was delivered this afternoon via Home Delivery Network.
So what's that all about????

Posted on 20 Jun 2011, 17:13:57 BST
[Deleted by Amazon on 20 Feb 2017, 16:06:35 GMT]

Posted on 27 Jun 2011, 03:15:32 BST
ukhardy07 says:
Not happy about my parcel coming with hermes either, had bad experiences.

In reply to an earlier post on 28 Jun 2011, 08:16:21 BST
Betty says:
I too have had nothing but a bad and unreliable and unprofessional service from Hermes. Their tracking information is misleading and a lie and they deliver to wrong addresses and expect you to accept an opened up and torn parcel when they finally do bother to deliver. The worst service I have known and will think twice before ordering larger items in future...just not worth the hassle and wasted days and calls to sort the mess out. Totally incompetent. Then they blame Amazon for their poor service and refuse to take irresponsibility....surely Amazon care about their reputation even if Hermes don't....?

Posted on 28 Jun 2011, 08:17:07 BST
Betty says:
I too have had nothing but a bad and unreliable and unprofessional service from Hermes. Their tracking information is misleading and a lie and they deliver to wrong addresses and expect you to accept an opened up and torn parcel when they finally do bother to deliver. The worst service I have known and will think twice before ordering larger items in future...just not worth the hassle and wasted days and calls to sort the mess out. Totally incompetent. Then they blame Amazon for their poor service and refuse to take irresponsibility....surely Amazon care about their reputation even if Hermes don't....?

In reply to an earlier post on 1 Jul 2011, 17:44:25 BST
diolch says:
having had many problems with HDNL and Amazon when I have paid the extra for "Royal Mail "delivery only to find it is HDNL I contacted Amazon and the Sales director. Their reply was to the effect that this is the way it us and you cant select which courier. I like Royal Mail/parcelforce as their depot is 5 min walk away and Citi link is not much further. I will see what will happen with the hermes delivery due - given my road is "blocked" half way down because of a new cycle bridge and my street is not numbered sequentially (it was bombed and there are gaps in the house numbers) deliveries are often hit or miss.

Posted on 1 Jul 2011, 20:13:38 BST
I've had good experiences with Hermes but nothing but trouble, lies and aggravation with Parcelforce so it really depends on who is working in your local area.
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Initial post:  21 May 2011
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