Hermes insists on ‘99% success rate’

Tuesday 10 December 2019

One of the most complained about companies in the island has said that it has a “99% successful first-time delivery rate” in Jersey.

Revealing that Hermes courier service often crops up in their top 10 list of most complaints, the panel that represents consumers in Jersey has challenged the couriers regarding the concerns of islanders.

In their quarterly newsletter, Jersey Consumer Council (JCC) took islanders’ complaints about Hermes directly to them for a response.

Pictured: The Consumer Council has written about the delivery complaints in their quarterly newsletter.

Their article states: “The parcel delivery company has had issues in Jersey in the past, most notably last December when a high volume of parcels went missing… Whilst this issue may have been resolved, it appears that some customers are still experiencing problems with their parcel deliveries.” 

The Council rounds up the “main issues” that Jersey people are having with the service Hermes provide. These include:

• the difficulty of contacting drivers locally or the service nationally;
• deliveries arriving in island much later than the tracking system predicts;
• struggles to return parcels through Hermes;
• and complaints of parcels being left in “inappropriate places such as on doorsteps in full view of the road, instead of being left at specified secure drop-off points”.

JCC took these complaints to Hermes who issued the following statement in response:

“We have reviewed the service delivery data for Jersey and it shows we are currently delivering 2,000 + parcels a day, with a good operational performance of 99% successful first-time delivery rate, with no backlog.

“The improved service to current levels is in part due to the new local contractor solution we put in place in September 2019, which means that couriers in Jersey are being supported through further investment from Hermes. 

“We operate the same model in Jersey as we do across the whole of the British Isles, with a Field Manager responsible for the region and all customer service enquiries being handled centrally. Returns arrangement options are advised by the retailer and may involve booking a collection with Hermes online.”

JCC said that although they cannot assist in locating missing parcels, they want to “monitor this issue” and therefore have invited islanders to get in touch if they have any problems with the courier in the lead up to Christmas.