Couriers break things. If you are fair, logical and rational, you’ll accept this. Despite technical advances courier firms of all shapes and sizes are reliant on people, not just those out in the field, but those in local depots, logistics centres etc. Couriers are also reliant on their customers to play fair, wrap and package parcels properly, and be aware of their (fair and visible) terms of business. As a small business owner, I’m a (reasonably) heavy user of courier services, both as a recipient and dispatcher. Until last week I’d used Hermes for 100’s of deliveries, over a number of years - I am very familiar with their service and offer. Hermes is cheap. I understand this. I’ve always accepted their slow turn around times (3-5 working days from collection date as standard), and their overall (basic) level of service. What I don’t accept, what wastes my time (and ultimately costs me money) is how this cheapness permeates throughout their business. Nearly 1 month ago Hermes collected a parcel to dispatch to our business. The parcel contained glass and became damaged in transit. Despite repeated follow ups from our side Hermes didn’t bother to let us know that the package had become damaged for over 2 weeks. Since then, despite being given 3 opportunities to explain why it took such an extended period of time to notify us, Hermes have failed to do so. I’m still waiting (again, nearly 1 month in) to find out why Hermes thinks this response time is acceptable. I’ve also asked Hermes to point out where in their terms of trade/performance standards its says they have carte blanche to take as long they like to update their customers. The reason that Hermes never wins any business awards that count, and doesn’t feature in any (meaningful) best buy/best provider lists (other than industry sponsored awards) is because it doesn’t get that a standard like this is unacceptable, even for an economy courier. The good news is there are many other very affordable choices for small business owners like me. Which? (an independent consumer organisation whose opinion counts) currently rates DPD top of the charts for couriers and I’m really encouraged to see I can get what looks like a much better service, for nominal extra cost, from them. Money Saving Expert also has a great little blog on the multiple courier platforms you can go to (just google ‘Money Saving Expert cheap parcel delivery’) and note the advice in this review. For me I’m dropping Hermes like a stone - cheap does indeed cost more.