Hermes customers have lashed out at couriers for taking a picture of a depot and providing proof of delivery. Several claim they were left with damaged items over Christmas.
Holly Reed from Devon was informed that her item had not been delivered for two months. However, she received an image indicating that it had.
The courier failed to deliver her parcel, she claimed.
David, who is a self-employed employee at the company, claimed that his paycheck was cut halfway through the year, despite the fact that the delivery volume has increased by at most 50% since the beginning of the pandemic.
The so-called lifestyle courier, who has worked for Hermes for 10 years, said the pay cut resulted in his monthly income dropping by over £100.
Last month, he said: “With fuel prices at their current level, we couriers subventionise Hermes.
“This Christmas I’m working harder and delivering more goods to make the same amount as last year.
He made these comments as many customers had complained about courier service during the holiday period. Some even said that their deliveries were’smashed to pieces’.
And Robert Shatwell, from Surrey, said he dispatched a camera telephoto lens worth £1,500 via Hermes, but the recipient was delivered a pair of ladies shoes instead with the courier offering a ‘paltry’ £20 in compensation.
According to Ofcom, complaints were filed against courier firms based on overall customer satisfaction ratings. Hermes came in at the bottom of this list with a score of 57%.
Yodel came second at 61%. UPS was next, Parcelforce scored 74% and Parcelforce 79%. FedEx and Royal Mail were 80 percent.
Holly Reed from Devon was informed her item had not been delivered for two months. However, she received the image above which appears to be from a warehouse
Karis Weaver from Preston claimed that her package (above), was opened and some of its contents were missing. She commented: ‘Hermes is such an infuriating company and I know it’s not a single person problem’
“My iMac looked as if it’d been dropped from a cliff”
Mark Bothwell sent an iMac computer that was collected by Hermes at his home in Suffolk and delivered to Liverpool after being ordered through an Ebay auction in early December.
According to him, an online service provided a listing of all items that could not be insured. This included TVs and laptops.
MailOnline was informed by Mr Bothwell that he thought it wasn’t an issue because it was a computer.
“The customer sent me an image of the box after it was delivered. It appeared to have been dropped from a rock.
The iMac before being delivered by Hermes
It was delivered damaged
“The computer was sticking out from the side of the box next to fragile stickers and bent corners.
“When I complained, they kept to the line saying that I should not have sent it as it could not be insured. But I stated it doesn’t appear in your list and it isn’t a TV or laptop, it’s just a computer.
‘They did refund the courier fee which was £20-£25 but they wouldn’t entertain compensation. They weren’t even committed to anything.
He said, “It was marked as fragile and I overtook it – they treated it just like a football after which they didn’t want me to know.”
“I stated that it was against the law for people to send such information and the website should have an algorithm that can detect computer words and prevent you from continuing. Hermes seems to be the only site that allows you to go any further than all other websites.
“I stated to the recipient to just chuck it” and had to reimburse him. I was disappointed that my package arrived late. Hermes refused to compensate me.
Ms Reed explained to MailOnline that she was referring to the photograph allegedly showing a Hermes depot to prove delivery.
“The photograph is supposed to prove delivery to my home? They have probably scanned the item there, and it is most likely been stolen. I also have surveillance to see that.
“I’d like to see this company get sorted out. They are dishonest.”
Meanwhile, Anthony Barthorpe from Stromness, Orkney, received a damaged work chest covered in dents and holes.
He explained that the item was intended to be used in building and maintenance of cars or for plumbing, but it can also be used to carry out tough work. Hermes delivered it to the wrong place.
The carton was damaged beyond the actual product. There were also marks all around it that indicated that it had been kicked on the floor of the warehouse, much like a football. The carton contained at most four holes, as well as dents.
Jo Byford purchased a set from JD Williams that were shipped through the courier. They arrived broken.
She explained that “I can understand the Christmas pressure” because she has four relatives who are delivery staff – two Royal Mail, One Parcelforce and One UPS.
“They also have issues and have long working hours. But they don’t have the same bad reputation as Hermes.
“My recommendation to businesses that do not want to lose cash is to ensure that parcels are properly wrapped and packed before being handed over to delivery companies. This will make it easier for them to transport the goods safely.
“But Hermes must get their warehouse staff under control.”
Karis Weaver from Preston said that her package was opened and some of its contents were missing.
She said, “Hermes is an infuriating corporation and I know that it’s not just one person’s problem.”
Following the arrival of a parcel containing an item that was not his, Mr Shatwell reported Hermes Police.
He stated that he had made a formal complaint about Hermes, who replied that it was being investigated by the local depot.
“A complaint was filed with all the details. However, Hermes only conducted an investigation by sending out an email that stated that the package had been dealt by several employees. Therefore no investigation was underway.
‘They offered me a paltry £20 compensation for the loss of a camera lens worth £1,500. The theft of property they held in their possession was not something that bothered them and they did nothing to locate the perpetrator.
“The only persons who knew what this package contained were myself, and the Hermes agent whom I had given the parcel.
He said that he had reported the matter to Surrey Police on October 27, as a theft complaint. They replied the next day with a statement that they could not prosecute and had given me a reference number.
Audrey Jones bought vintage items through Hermes at a car boot sale. She said that the contents of the box were broken when it arrived.
Jo Byford purchased a set from JD Williams that were shipped through the courier. They arrived broken
“My biscuit box arrived in broken pieces”
Jeannie Campbell shipped a box of biscuits via Hermes. She said it was well-wrapped, but that it arrived in pieces.
“It wasn’t fragile, it was well packaged and protected in strong boxes. But the package arrived broken.
“Even the lid, which had been wrapped individually was removed and ripped into pieces.”
Jeannie Campbell sent Hermes a box of biscuits which arrived in pieces.
Ms Campbell said:[The recipient]According to the driver, he dropped the package and took a photograph. He then ran away because he knew the item was damaged.
“They abused my parcel in order to make it so damaged. They will not pay for compensation. I tried to obtain compensation before for a damaged mug, but they refused.
“This is absurd – they should offer insurance to protect more expensive pieces for a lower price if they do not compensate?”
“Despite multiple letters of complaints, I can report the Surrey Police have not done anything to investigate this theft. I have now made a formal complaint to the Office of The Police & Crime Commissioner.’
Audrey Jones bought vintage items from Hermes after purchasing them online at car boot sales.
“To say that I was distraught is an understatement. Hermes claimed that they won’t compensate us because the items weren’t sent via the postal service.
Royal Mail was contacted by managers asking for extra vans and requesting that they be hired to transport damaged or incorrect items over Christmas.
Simon Thompson was a former Apple executive and also managed the NHS Test and Trace application. He advised 1,200 managers at its sorting offices that they should get hundreds of vehicles more after acknowledging that head office bosses left out posties during the busiest times of the year.
Thompson shared the following message in a late night video posted to an internal channel by 137,000 workers, which was seen by The Mail on Sunday: Thompson wrote: Hi team. Sorry to reach you late Friday, but I wanted you to know something about delivery vans. We don’t have this right, I believe. You’re too short, I believe.
“And I have been listening to the feedback for far too long, it is now that we need to take action. We’re going make it clear that from Monday morning, you at the local delivery office level can choose exactly what you want. You can also go to your nearest source to get what you need.
Meanwhile, Yodel axed a delivery driver last month after he was caught on CCTV apparently dumping parcels containing Christmas gifts on a street in London.
A white van driver pulls up in front of a Lewisham kerb, south-east London and leaves five boxes on the street.
Yodel informed MailOnline at that time that Yodel had’removed the driver from the company’.
Anthony Barthorpe, Stromness, Orkney received an infected work chest with holes and dents.
Robert Shatwell, from Surrey, said he dispatched a camera telephoto lens worth £1,500 via Hermes, but the recipient was delivered a pair of ladies shoes instead with the courier offering a ‘paltry’ £20 in compensation
Survey by Which?, a consumer advocate A survey by Which?, a consumer champion, found that 43% of online shoppers had experienced at least 1 problem during Christmas 2020.
A quarter of the respondents (19%) said that the item had been late. 11% of deliveries left without permission and 7% went missing.
Parcels arrived broken after being thrown over fences – including a crate of wine hurled over a gate – some were left in the snow and rain, and others were put in the bin as a ‘safe space’, only to be taken away by binmen.
Which? According to Which?
MailOnline reached out for comments to Hermes