On Thursday 4/10/18 I received a parcel on behalf of my husband via Hermes, however the manner of delivery and actions of their representative were completely unacceptable.
On that morning I saw him turn up, so started walking through towards the front door, before I got there however he “rang” the doorbell with such force and ferocity that the frame itself shook as he repeatedly struck the doorbell button!
Upon opening the door, he thrust the package into my hand, at which point I was holding my arms down and out – palm out in a “what?” type pose; he then held the PDA (signing device?) up but just out of my reach – which I tried to reach onto to sign.
However, he pulled it away the moment I said “what’s with the doorbell?” – almost pulling me off the doorstep, he then thrust it back towards me – into my finger – which did hurt momentary, again pulling it away and then shouting “well you can fuck right off!”, turned away and walked off!
Totally shocked by his behaviour I turned back – only to see the doorbell push button now hanging off the wall by the wires – split into two main parts with some smaller bits on the floor (Photo supplied to Hermes) – I admit having basically now received criminal damage to my property, a physical injury – albeit very minor, and on the receiving end of very offensive language, I did respond in kind and asked – “why are you acting like a twot to me?”
We receive deliveries on a regular basis, and we have never received service like this from any courier service.
This behaviour is completely unacceptable, even if we hadn’t suffered the damage to the property, just his behaviour in general is completely worrying – as a female answering a door to a very aggressive man – it is deeply concerning.
I have not received any response to this from Hermes – other than it would appear – a personal campaign by the delivery guy for me raising a complaint, as since then every delivery via Hermes has not arrived and been sent back – straight after being marked for delivery – is this how Hermes works?
I followed this complaint with the following:
I sent this (copy of complaint above) several days ago, and it was processed via your email server (I configured the email for responses on delivery et al), but have not yet received any formal response.
Your own web page indicates :
The team will immediately acknowledge each complaint that is sent in so that you can be assured that it has been received. Your complaint will then be investigated by our Customer Relations Team. If we can resolve the complaint immediately, we will contact you with a final response. If we need to investigate your complaint further, we will keep you informed of the progress until a resolution has been reached and we can issue a final response.
In spite of your published statement:
1) I have NOT received acknowledgement in line with “The team will immediately acknowledge each complaint that is sent in so that you can be assured that it has been received.”
2) (I cannot comment on the internal actions, however:
3) I have NOT been informed of any progress in line with “we will keep you informed of the progress until a resolution has been reached and we can issue a final response”
I further followed this with a on-line chat and was informed that they would pass the details through and contact me to discuss – in fact they have merely returned further item to the suppliers rather than discuss or deliver them.