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The Times and The Sunday Times Profile picture
@thetimes
Dec 16, 2021 • 12 tweets • 5 min read • Read on X
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Exposed: the Hermes delivery staff throwing your parcels against the wall

thetimes.co.uk/article/expose…
Freelance couriers working for Hermes – one of Britain’s largest delivery companies – mishandle parcels, fail to complete next day orders and were told to lie to customers, an investigation by The Times has found
This month an undercover reporter worked for Hermes, which delivers online orders for retailers including John Lewis, Marks & Spencer and Next, amid a surge in complaints about packages being late, damaged or lost

thetimes.co.uk/article/expose…
Managers watched as workers threw parcels to save time sorting them, sending many clattering into hard cages, against walls or on the floor

One manager admitted in the run-up to Christmas shoppers were paying for next day deliveries with no chance of these being fulfilled
Couriers were encouraged to mislead customers and “act stupid” if faced with complaints

Another worker suggested that the reporter should “tell them you started today”
Last night Hermes began a “full investigation”. A number of retailers that use the company for their deliveries said they were “alarmed” at the findings and have asked it for urgent explanations

The investigation’s findings include 👇
The disclosures come at a time of growing concern about consumers being failed by delivery services

Last month Citizens Advice ranked Hermes bottom of its delivery league table

In recent days Ofcom also rated Hermes lowest out of delivery companies for customer satisfaction
The reporter worked as one of Hermes’s 30,000 local couriers for about 17 hours, delivering or collecting 193 parcels

He worked from depots in High Wycombe and Watford

thetimes.co.uk/article/expose…
Hermes said it had launched a full urgent investigation into the findings but that it was confident the “vast majority” of allegations were “unfounded and do not reflect our business" 👇
📹 Read the full story and watch the undercover video

thetimes.co.uk/article/expose…
✍️ A Times Investigation by @pmorganbentley

thetimes.co.uk/article/expose…
@pmorganbentley 🔎 Inside the Investigation

After a training process that involved watching 11 videos on his phone, our reporter was given an eye-opening insight into one of Britain’s best-known delivery firms

thetimes.co.uk/article/hermes…

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The Times and The Sunday Times Profile picture
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🔓 This is free to read thetimes.com/world/us-world…
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The Times and The Sunday Times Profile picture
Oct 23
Sir Keir Starmer has rejected Donald Trump's claims of US election meddling but the Republican presidential candidate has filed an official complaint — follow live updates below ⬇️

🔓 Free to read

thetimes.com/uk/politics/ar…
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The Times and The Sunday Times Profile picture
Sep 28
🔺EXCLUSIVE: Rosie Duffield (@RosieDuffield1) has resigned as a Labour MP, blaming Sir Keir Starmer’s “cruel and unnecessary” policies and the freebies row that is engulfing him and his party
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The Times and The Sunday Times Profile picture
Jul 16
Sir Keir Starmer’s chief of staff has been accused of “subverting” cabinet ministers in an effort to secure a government bailout of up to £310m to rebuild a derelict stadium in Belfast thetimes.com/uk/politics/ar…
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The Times and The Sunday Times Profile picture
May 15
Slovakia’s populist prime minister, Robert Fico, has been injured in a shooting and taken to hospital, according to local reports ⬇️ thetimes.co.uk/article/slovak…
🔺 UPDATE: Slovakia’s populist prime minister, Robert Fico, is in a life-threatening condition after being shot in the street ⬇️

thetimes.co.uk/article/slovak…
The attack happened in the town of Handlova, 85 miles northeast of Bratislava
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