I have posted here before on the problems we have had with receiving parcel deliveries from Hermes.
My two previous experiences were both similar - one to be delivered to my address and the other which was a Christmas gift to my niece to her address. Both times we each had several automated messages advising that the courier was on his way, but nothing arrived. Both times the courier then recorded that he/she was unable to find the address (both mine and my niece's) . Eventually both parcels were marked as lost so I had to request a refund from the retailers. I expect the drivers managed to find a good home for our parcels.
Now, with many shops closed for the forseeable future, I decided to order our usual nuts and fruits etc from Holland & Barrett through their online shop. They advised that delivery would be around 3 weeks due to high demand I was perfectly OK with that. I do understand that everything is pretty difficult for them right now and I was prepared to wait.
I was quite surprised therefore to receive an email saying that my parcel was now on its way and that the courier would be in touch. Sure enough, an email arrived from Hermes(!) saying that the courier had my parcel and would be delivering it between 12 - 2 p.m. on Thursday. Of course, we waited expectantly for our goodies to arrive but, guess what?
As nothing had arrived by 5 p.m. I went online to track my delivery. Oh look. The courier cannot find our address - again! What a surprise.
I have been trying since Thursday to get hold of someone from Hermes to give them detailed instructions as they obviously don't know how to use a simple app to put our postcode and house name into it in order to find us.
Their website has an automated "Help" chatbot which asks lots of questions but just goes around in circles before saying that a member of their team will be in touch within 24 hours. So that didn't happen either.
As I can't use the 'phone, P rang around several of our local freight delivery companies until he got hold of someone who operated the Hermes hub. He promised to check and get back to us yesterday. Of course, nothing happened so we are still waiting.
P is just going to keep ringing them every day until he gets some sort of resolution.
I am beginning to think they are not a company to be trusted as this lost parcel scam seems to be pretty rife everywhere from the various online forums I have since been reading. They have been ranked the worst parcel delivery company in the UK, alongside Yodel.
Online shopping may be something that we are having to rely on more and more these days, but it's no use if the courier firms rip us all off!
Why can't retailers use the Royal Mail? I would be prepared to pay a couple of pounds more to make sure I actually received my goods.