Watchdog Live has received far more complaints about deliveries by Hermes than about any other delivery company. Nikki Fox meets customers whose parcels were lost or damaged by Hermes couriers. Footage of Hermes couriers mishandling parcels in the past was also featured. We sent an undercover journalist to work as a Hermes. Our investigation found that, because Hermes drivers are paid per delivery and not by the hour, this can encourage some couriers to cut corners for example, by leaving parcels in unsafe places like wheelies bins in order to earn a reasonable wage.
Responses re undercover reporter:
“We believe that this is not a fair or true representation of a experience and we have a large amount of data that shows how these low earnings were achieved deliberately.
Specifically, our data shows that the undercover reporter took significantly longer to do these rounds than other couriers, which was the reason for his low hourly rate.
He chose to use our route optimisation software, but not to follow it, and we can clearly see that the changes he made added 52% more time to his rounds and he drove significantly more miles than was necessary, consistently throughout the 10 day period.
Our data shows that the couriers that regularly deliver this round achieved average rates of an hour.
The advice the reporter was allegedly given regarding bins and false tracking is against Hermes’ written policy replica hermes birkin bag made in korea
and is not representative of the way our hardworking, dedicated couriers operate.
We have introduced geo location mapping technology this year, which enables us to identify exactly where a parcel was scanned, and have also introduced ‘Safe Place Photo so couriers take a photo of the location they have left a parcel. This means that the alleged behaviour the undercover reporter discusses is not possible.”
“We have a Fair Pay Policy in place that is dedicated to ensuring couriers have the ability to earn a minimum of which is above the National Living Wage of We regularly review any couriers that claim they do not hit our guarantee of as we stand by this commitment. Our data shows that the average hourly rate for the couriers operating from depot that you filmed in (Rotherham) is before costs. These figures have been verified using real time data, supported by extensive route modelling.”
“We deliver more than 304 million parcels every year and the vast majority arrive without any issues. We would like to apologise to those individuals highlighted in your programme who may have experienced problems and reassure them that this is not a true reflection of our business. We learn from any mistakes and have recently implemented new technology that enables us to continually improve the way we deliver.”
Response to video footage featured:
“This behaviour is unacceptable, however the incidents shown in this footage are historic. In every case we identified the individual and took the necessary action to ensure that this would not happen again.”.