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Asked by JJJ123789 on 16th November 2014 Report this content
Has anyone using John Lewis online had problems with their delivery partner Hermes? They seem to use a network of self-employee drivers with old and unreliable vehicles who exchange parcels at the roadside. There is no proper control and remedial action if a vehicle breaks down leaving customers waiting for non-delivery. It is not the service expected from a 'premier supplier', who when using their own staff used to have an excellent reputation for service.

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Answers (2)
Report this content OldWomble Written on: 17/11/2014
I personally have had dozens of items delivered by John Lewis and, so far, they have never let me down. If possible I only purchase from JL as their customer service can only be described as excellent so I would not worry too much. I'm sure if they let you down they will compensate you unlike other suppliers who wont want to know!
Report this content GrumB Written on: 17/11/2014
I agree with OldWomble in that I have considerable confidence in John Lewis and in some of the other major suppliers. There are indeed some delivery people out there using unmarked vans, usually white and/or bearing hire firm livery. Has anyone ever seen a van with Hermes written on it? The problem is, I can't remember who has delivered what. Moreover we sign the electronic thing and there is no paper record with the delivery firm's name on. Some of the "white van" type of drivers are ill-informed and do not know the local area, in marked contrast to better firms (I would single out Parcel Force, DPD, UPS, and Night Freight, but that is not to exclude others) where the drivers know their round. My only experience of Hermes that I can recall was, having bought something from an Ebay shop, the seller had difficulty getting Hermes to delver here because we are out in the sticks. So they had to get someone else to do it! I am going to try and keep a record now of deliveries. I would always maintain when buying anything online etc that the seller is responsible until I get it (I sell things on Amazon and that rule applies to me).