Oh where to start with this company?
On the 16/12/2020 we sent a small package from The Netherlands to The United Kingdom. Nothing flash, just some small food items for my parents as a Christmas gift.
I hand write the address on fully in capital letters so as not to cause any confusion. We passed it to the local supermarket Jumbo who applied the details in their systems and forwarded it to PostNL.
Once the tracking details appeared in the system we noticed that Jumbo had put the wrong postcode on the tracking (keep in mind that the address is still fully written on the parcel). They had managed to put TS1 instead of TS7. For those of you clued up on UK postcodes these are postcodes for the same area (Teesside), just a few miles apart (give or take a maximum of 10 miles).
After the Hermes delivery system flagged a postcode mismatch I figured I’ll contact them to let them know what the correct postcode should be.
No fewer than 6 (yes 6) emails had to bounce back and forth for them to keep giving the same replies of either “use the automated website robot” or “we’ve updated the tracking and it will be delivered within 24-48 hours.”
As of writing this it is now 06/01/2021 and an email was sent to me yesterday saying “oh we lost it, don’t know where it is, sorry, go talk to PostNL for a refund.”
That’s correct, a parcel that was acknowledged as a postcode mismatch and held in a depot has ‘gone missing’ all of a sudden.
What I find most amusing is that anyone who lives in Teesside including the local delivery drivers know that TS7 is an area near two of the most famous landmarks in Teesside; Captain Cook’s monument and Roseberry Topping. You literally cannot miss the things.
So ok, I get that Middlesbrough isn’t all that tiny but my questions remain unanswered and no one at Hermes cares one bit.
How can someone operating in an area as small as Teesside not know how to read an address on a parcel rather than just using a scanner on a barcode?
How do you lose a parcel stored in a depot?
How is it that delivery drivers or depot workers in this day and age haven’t heard of using satnav, Google maps or delivery databases? You can literally use Post Office’s website in about two clicks to find an address on a partial form.
It’s obvious that someone, somewhere is currently indulging themselves on a few chocolates, a bag of liquorice and some Old Amsterdam cheese because they didn’t use the internet.
Bravo Hermes, you’ve excelled yourselves.
4 years ago
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