Yodel and Hermes named UK's worst parcel delivery firms

10 January 2014

Yodel and Hermes have been named the worst parcel delivery services in the UK by users of Moneysavingexpert.com.

The poll of 9,000 people named the two as the delivery firms that provide the worst service, with 58% who have had goods delivered by Yodel rating their experience as bad. Hermes came second, attracting a 30% 'bad' rating.

It is the second year in a row that Yodel (which delivers parcels for a wide range of major retailers including Amazon, Argos, Boots and Tesco Direct) has been named the worst parcel firm in the UK by Moneysavingexpert users.

Martin Lewis, founder of MoneySavingExpert.com, said: "Yet again Yodel has come bottom of the delivery pile. It's not quite as hideous as last year when 71% rated it bad – but it should act as a serious warning to anyone thinking of using it, or a company that uses it.

"One of the problems is the indirect nature of delivery firms. Many of the worst firms we only come into contact with because retailers choose to use them to provide deliveries. It's time we put pressure on retailers to stop inflicting this type of delivery on us. Any customer who has an abominable delivery service should complain to the retailer and ask them to justify why they use firms with such dire reputations.

Unfair criticism

In the run-up to Christmas 2013, Yodel said it handled over 14 million parcels in 24 days. But in December 2012, the Observer reported that consumers' Christmas presents were going missing because Yodel was losing parcels or sending them to the wrong addresses.

At the time Yodel, the biggest delivery company in the UK after Royal Mail, claimed it was being unfairly singled out for criticism and said it performed better than many of its competitors.

But Moneysavingexpert today highlighted a number of typical user complaints about Yodel and Hermes. One wrote that she had "never had good service" from Yodel; while another complained: "Hermes put my parcel in the recycling box...on recycling day."

Both DPD and Collect Plus did well in the user poll, with 69% and 60% of their customers, respectively, rating them as good. Only 12% and 11% rated them as bad. Royal Mail was third best parcel firm for customer service, with a 58% 'good' rating.


In reply to by anonymous_stub (not verified)

My advice to retailers is don’t use Hermes or you won’t keep your customers for long.

In reply to by Steve (not verified)

Hermes delivery

I have ordered goods from Healthy Direct 4 times.They have never been delivered.Now this
retailer advises me to wait 2 months until they change courier.I won't be ordering from them

In reply to by anonymous_stub (not verified)

I have been expecting a delivery of an Ipad, bought on Ebay. since Sunday 25th November 2018.I still haven't received the goods. The Heremes tracking service only says that the parcel was received at the Thurrock office late on Thursday 29th. No idea as to which date or time it will be delivered. I live in Harwich so my parcel has been at the other end of the county now for several days.

In reply to by anonymous_stub (not verified)


In reply to by anonymous_stub (not verified)

Hermes must be the worst courier service in the world. Why?I will tell you whyThey have caused me no end of problems over this recent cold spell.I have had seller telling me that my items have been delivered and sign fo when they have notHow has this come about.Well . Hermes had for reasons best know to theselves , decided to reassign the consignment number on more than six of mty items.By doing this my purchases ended up in Belfast Norther ireland, which happens to be 550 mile away from my home address in Sevenoaks Kent.These items ended up in the Argos dropoff/pickup point in Belfast. the items were signed for by a lady by the name of Ruth.I managed to track down the Argo store and spoke to the person in charge of Hermes pickups and drop offs These people were very polite and hepfull and told me they have more than six item there with unknown tracking number and marked for Peter (me)They said that they would try to help by contacting Ebay and Hermes on my behalf.Meanwhile I had opnned cases against the sellers stating the item had not arrived. Their response was that the item had been delivered and the items signed for by Ruth.After having explained to each of the seller all of the above, they in turn made their own investigation will Hermes ( waiting on the live chat and beinf over 20 in the queue ) They were told that they had put the Belfast address on their item and therefore they were to blame for the item ending up in Belfast and it was not a Hermes problem. The fact that Hermes had reasigned the consigment numbers, to what I can only think was a way of getting around mis-delivery dates, had in fact screwwed the system and redirected the parcels to the wrong destination 550 miles away.I spen a whole day investigating this and when I again approched Hermes telling them of my findings , they were not interested and not prepared to speak to Argo Belfast and arrange for the items to be sent on to my address. There only comments were that it was the fault of the sender and they should sort it out.I can not for the life of my understand why EBAY would wish to be involve with such a low quality could not care less outfit such as MyHermes

In reply to by anonymous_stub (not verified)

Hermes failed to deliver a sign for parcel and lied to me about the delivery. there customer services refuse to discuss the matter, the depot will not answer any questions. Who regulates them so i can complain

In reply to by anonymous_stub (not verified)

My hermes. The drivers don't have any rules. The driver took my parcels home for 2 weeks when he went on holiday. And when he delivered he was rude. 3 out of 7 parcels when missing. And all there office could say was can you wait. Then no answer.. Do not use.. Please. You get what you pay for

In reply to by anonymous_stub (not verified)

Surely Hermes is being run from someone’s bedroom... Yodel is not that bad. Hermes should call it a day and go into liquidation...

In reply to by anonymous_stub (not verified)

Seriously unimpressed with myHermes. On two separate occasions they have delivered our parcels to an address (admittedly similar to ours but WITH A CLEARLY DIFFERENT POSTCODE) in a different village to ours ,some two miles away. This is clearly just laziness/incompetence by their drivers. They simply can't be bothered to get it right. The Hermes 'Complaint system' is a joke and consists of nothing more than an operator saying 'Oh sorry, we've checked with the driver and they say the parcel has been delivered' END OF. Yes the parcel(s) had been delivered but to the wrong address! Just ordered something from amazon and my heart sank when I learned that Hermes were the delivery agent. Should be delivered to my address on Friday 13th October (ominous or what?) I bet it isn't!

In reply to by anonymous_stub (not verified)

my hermes parcels are correctly delivered in 2 days and at good prices, have posted 100s.one went missing and was eventually delivered. have read that the drivers wages are crap and they seem to have very limited time per parcel for delivery. while almost every parcel is arriving safely and tracked will continue using this courier.

In reply to by anonymous_stub (not verified)

Just had a visit from the invisible Hermes delivery company AGAIN.!! Waited in all day, just gone back on line and guess what ? Sorry they missed me will try again tomorrow, I have been in all day so why such blatant lies ?

In reply to by anonymous_stub (not verified)

Does not surprise me one bit - at least they made an appearance before claiming delivering attempt. Mine just says they attempted when no one even came.

In reply to by anonymous_stub (not verified)

I have waited in now for two days for a parcel delivered by Hermes I was told it would be delivered today 29/06/17 I was up stairs the front door bell rang looked out the front window saw it was Hermes I banged on the window went down stairs to the front door I saw a note on the floor by the door from Hermes saying sorry I missed you when I opened the front door I saw the van turning right going down the road. It seems he was in a hurry.

In reply to by anonymous_stub (not verified)

For the 4th time this year a parcel has not been delivered by Hermes. I follow the tracking and no attempt is made to make a delivery. Yet I live in a standard house on the edge of a town. Should be no problems. Before January always a good service from Hermes

In reply to by anonymous_stub (not verified)

Yodel are such an expert delivery company that their employees think that Shotley Bridge, Co. Durham is somewhere in the middle of the Norfolk Broads!

Still indoors waiting for my new TV to arrive from Amazon being

I wish I had read these comments sooner how can they get away with it, I just hope my TV is still in one piece when I eventually receive it. It's made me feel sick. I do have a another parcel due to be delivered in two days time haha

HERMES - next day delivery service does not exist

do not trust HERMES - you wont get your parcel in time!
And yes they most certainly lie about attempts made to your property!!!

Terrible terrible company

Absolutely dreadful service. Have been informed for 4 days in a row that one of my parcel will be delivered at a certain time. Nothing, nada, not a peep. Just a message on the tracker saying there's been a problem with the delivery address. I live in the most obvious house in the village. I have another parcel they said would be delivered today and again another message saying 'There's been a slight delay with your delivery, we'll get your parcel to you as soon as possible' Can't speak to anyone, can't web chat with anyone in any detail. Had to go to the supplier I was buying from and they are now trying to sort it out. I will stop buying from companies that use Hermes as a courier. This company doesn't deserve to be in business. Terrible Terrible service

Hermes are useless

Hermes are usually completely useless - phantom delivery driver that never appears at the door etc, but this time after waiting in (not much choice under lockdown, but still) for several hours I received an email saying I had signed for my package half hour previously, and the tracking app showed it had been delivered in half an hours time! It hadn't been delivered at all as far as I was concerned. No card, 2 many neighbours to go knocking on every door plus they're an honest bunch who would tell me if they had it. Hermes just keep referring me back to retailer.
Sports direct are even worse finally got a phone number for them which goes unanswered. No reply to email after 2 working days.
Guess I will give them a week and give them a choice to let small claims court sort it out.
Will not be using s.d again or any company that uses Hermes.

non arrival of parcel.

first text from Hermes stated parcel parcel will be delivered today 7th may ,between hours of 1-0pm and 3-0pm. then later second text ,parcel to be delivered between 3-0pm and 7-0pm. never arrived. not even an apology re non arrival.or a suggestion of a delivery the next day.very poor service.intend to complain to Amazon considering the number of complaints about Hermes non delivery history,

Letterbox damage

Hermes delivered us a package that was too big to fit through our letterbox. Evne although we were at home at the time, the courier elected to jam the parcel through the letterbox and take a photo then ring our doorbell and leave. When I got to the door, the letterbox was found broken. I took photos and sent them to Hermes with photos of the damage. They offered a goodwill geture of £25. As our door is under warranty, when I contacted our installer, they advised to rectify the damage a, the cost would be £85. Hermes are refusing to pay. I need to understnad which official body can help me with this. I am furious that Hermes think they can get away with damaging somebodies property with no come-back! Thanks.

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