Bad Courier Service part II
I wrote the other day about an experience my daughter and I have had with ‘Hermes Group’: https://marketingagency.cymrumarketing.com/2021/01/29/couriers-poor-services/
As you all know where ever there is an opportunity to write about different things I also seek out the CEOs of the companies for comment.
Now moving forward after I had emailed the CEO Martijn DeLange with a copy of the link to my original post, I then got someone underneath him to contact me.
This brings me to the post I made about heirachy, if I wanted his minions to contact me I would not have contacted him: https://marketingagency.cymrumarketing.com/2021/02/01/sending-emails-to-ceos/
So anyway the email said they were investigating the incident.
My daughter then said that she also received an email from the depot also saying that they apologised but the parcel was still in the depot??
As you are aware I updated my original post and said a random stranger had actually delivered the parcel the following day after I raised the complaint, so how could the parcel still be at the depot??
This tells me the company either do not know what they are doing or are simply lying to save face.
I updated the original post to say the parcel had been delivered by some random stranger but not by Hermes and the parcel had been delivered to a random address and not ours.
Not thinking anymore of it, I then received a phone call from head office yesterday 03/02/21 and Hermes Group wanted to confirm if my daughter had received her parcel and I said yes but wait for it they mentioned that the parcel was from ‘Pretty Little Thing’, not once did I mention ‘Pretty Little Thing’ in my in my emails although I did say it was coming from ‘ASOS’, so where they got ‘Pretty Little Thing’ from is beyond my thinking?
The person from head office then made the excuse that the delivery driver was new and did not know the roads very well and that they were going to dismiss him to make sure this type of incident did not happen again.
Now if you peel back all the layers you have to try and find the real problem.
Was it the delivery drivers fault….., really?
The person I spoke to said he was not given a GPS tracker although under normal circumstance they do use them. For the most part even if he did not have a GPS Tracker for what ever reason most people have smart phones so they would be able to find an address using Google Maps.
Instead of dismissing the driver they should have called him in to re-train, everyone should have the opportunity to have a second chance to redeem themselves.
The way I see it is the people at the top do not want problems and as my clipart shows rather than fix the problems, just eradicate them, meaning in this case, firing the driver.
Treat your staff well and they will treat you well.
If there is a problem and in the case of the driver not having a GPS Tracker to track the parcels then that is management problem not the driver.
How the parcel ended up at a random address is mind boggling, unless the driver simply dumped it? Apparantly the drivers are paid by the delivery and not by the hour, so if this particular driver the other day could not deliver in time he would have just delivered it to a random address, thats my way of thinking.
“The parcel in question that was delivered to a random persons address contained several hundred of pounds of high end top brand cosmetics I had bought for my daughter’s birthday”.
Lucky for Hermes Group there are still some honest people in this world.
If I were management I would make sure all undelivered parcels were brought back to the depot and passed onto some else to deliver. (perhaps drivers are penalised if they do not meet their daily quotas), who knows?
Even if the parcel is running late it is better than no tracked parcel at all and it is better a parcel being a day late, than the parcel going astray.
My daughter is now upset that someone lost their job, but with Hermes Group track record what do you expect if you see so many delivery drivers not doing their jobs properly one has to wonder are they being trained properly or is there an undelining problem that perhaps lies with management rather than the drivers.
At the end of the conversation I said I would not be recommending this company to anyone in business and the answer I received was:
“I have not seen anything good that company has done”, well from my own personal experience and the articles I have found the proof is in the pudding.
https://www.bbc.co.uk/programmes/articles/5f05fYB0XYjdc6pwhrCD5D9/hermes-deliveries
https://www.change.org/p/boris-johnson-government-investigation-into-hermes-parcels
If the company were doing their job properly they would not be having so many bad reviews, videos and bad reputation articles written about them, let alone be under investigation.
“A Happy Customer Will Tell 10 People Whilst An Unhappy Customer Will Tell The World”…
So it does not surprise me if what I read is that their workers are alledgedly paid less than the minimum wage obviously the workers and deliveries will not be up to scratch.
If I was being exploited I would most probably not do my job properly either!
Had I have known the following in advance I would have been able to recite what I found and I think I only touched the surface with this company:
Obviously I cannot dictate or choose what courier delivers a parcel to me when it is coming from a third party that I have ordered goods from, so only time will tell when the next Hermes parcel arrives and how well they deliver it.
If there is a problem with management then you have to look at the CEO is he treating his staff properly?
There could be an underlying problem. “If you treat your staff well, your staff will take care of you and your business“.
A company of this size should not be faceless, they should have a human version of a chat widget and they should have people answering their phone lines rather than prompts to email or back to their website.
They also should have someone on Messenger and Twitter, If I can do it there is absolutely no excuse for anyone else!
#MartijnDeLange #Hermeslogistics #JosephHampshaw
TRY BUYING AND SELLING ON AMAZON INSTEAD!
