Hermes customer captures moment couriers hurl parcels into back of van
Hermes customer captures shocking moment couriers hurl dozens of parcels into the back of a van – minutes after she’d dropped off her own packages to be delivered
- Jenny Leung, 36, recorded two couriers near a drop off point in Thurrock, Essex
- Footage shows employees throwing parcel after parcel into back of white van
- Hermes said incident was ‘dealt with’ but did not reveal outcome of investigation
This is the moment two Hermes couriers were secretly filmed hurling dozens of parcels into the back of their delivery van by a shocked customer in Essex.
Jenny Leung, 36, began recording the workers on her mobile phone shortly after leaving some parcels at a drop off point in a Go Outdoors store in Thurrock.
The school administrator watched on in horror from her car as the two men in high-vis vests then worked their way through a metal cage of packages, chucking her parcels – and many others – one by one into the back of their white vehicle.
In a video shared on Twitter, one of the workers can be seen doing the majority of the aggressive throwing, after his colleague hands him packages of different shapes and sizes.
Moment a Hermes employee is captured throwing parcels into the back of a delivery van in Essex
The workers were filmed by Jenny Leung (pictured), 36, who watched on in shock from her car just moments after dropping off parcels to be delivered by the company
The footage was recorded on November 2 last year but Hermes only today confirmed the incident had been ‘dealt with’.
Ms Leung wrote alongside the video at the time: ‘So I have just dropped off my parcels for Hermes but little did these two workers know that I was sitting in my car watching them throw my parcels into their van.
‘I’m shocked that inside any of those packages could be something valuable they should not be thrown like that.
‘I’m dropping off another parcel today let’s see if the delivery guys do the same with everyone’s delivery.’
Speaking today, Ms Leung added: ‘The video was taken straight after I dropped off my parcels at the Go Outdoors branch in Thurrock.
‘They pulled up in the van and went into the store to get the Hermes parcels trolley
‘I often post things via Hermes but never expected they handled parcels so poorly.’
A spokeswoman for Hermes today said: ‘This incident was dealt with when it was raised by our customer back in November 2021.’
The company declined to confirm the outcome of its investigation. MailOnline has contacted Hermes for comment.
In video footage, one of the workers can be seen doing the majority of the aggressive throwing, after his colleague hands him items of all different shapes and sizes. A spokeswoman for Hermes today said: ‘This incident was dealt with when it was raised by our customer back in November 2021’
This is not the first time Hermes has come under scrutiny for its handling of parcels.
A customer lashed out at the courier earlier this month for sending a photo of a depot as proof of delivery after dozens claimed their items were damaged over Christmas.
Holly Reed, from Devon, was told her item had been delivered two months after placing her order, but received an image appearing to show a warehouse.
She said CCTV at her home showed the courier never attempted to deliver the parcel to her address and slammed the service as ‘disgraceful’.
Other customers complained about the courier’s service over the festive period, with some saying their deliveries had been ‘smashed to bits’.
And Robert Shatwell, from Surrey, said he dispatched a camera telephoto lens worth £1,500 via Hermes, but the recipient was delivered a pair of ladies shoes instead with the courier offering a ‘paltry’ £20 in compensation.
The complaints follow Ofcom rating courier firms according to overall customer satisfaction rating, putting Hermes at the bottom with a figure of 57 per cent.
Holly Reed, from Devon, was told her item had been delivered two months after placing her order, but received an image (above) appearing to show a warehouse
An employee at the delivery firm is seen chucking deliveries against hard cages, walls and onto the floor in the video secretly filmed at the site in High Wycombe in December
It comes after footage emerged in December of Hermes couriers launching parcels around a depot in a bid to save time and a manager telling an undercover reporter posing as a member of staff to ‘act stupid’ if customers complain.
An employee at the delivery firm was seen chucking deliveries against cages, walls and onto the floor in the video secretly filmed at the site in High Wycombe, Buckinghamshire, by The Times.
At one point, the depot’s manager, Mark, confesses a surge in Christmas orders had led to next-day delivery deadlines not being met every single day, despite customers paying out for the service.
He says: ‘This time of year, it’s difficult. Volumes shoot up. This depot is supposed to be clear every day. It’s supposed to be empty. Never happens.’
Giving advice on how to deal with customers’ complaints, the manager added: ‘All you can do is act totally stupid, say: “I really apologise.”‘
The Hermes fat cats: Dutch-born CEO who studied business at Warwick University went on to amass a net worth of £71.7million
Martijn de Lange, CEO of Hermes UK
Born in Holland, Martijn de Lange came to the UK in 2006 to set up TNT Port North LTD, where he became Operations Director.
He moved to Hermes in 2013, where he continued working as as Operations Director before becoming CEO of Hermes UK in 2017 after promotions to COO and managing director.
Previously, he completed a three-year postgraduate executive managing programme at Warwick University.
According to Company Check, the combined cash at bank value for all businesses where Mr de Lange holds a current appointment equals a total current net worth of £71.7million.
Stephen Schiller – CEO of Hermes International
Stephan Schiller moved from his position as division manager for sales and key account management for group clients at the Otto Group to Hermes Transport Logistics GmbH in April 2010.
Previously, he was managing director within the DAL Deutsche Afrika Linien/John T. Essberger group of companies.
His joining HTL coincided with the launch of the sea and air division which he actively built up and developed.
In September 2010 he headed the operations sea and air division where he was responsible for all sea and air freight activities.
Since July 2014, Stephan Schiller has been a member of the Executive Board where he is responsible for supply chain solutions.
Kevin Kufs – CEO Hermes Fulfilment and Managing Director of Hermes Europe
Kevin Kufs has been CEO of Hermes Fulfillment GmbH and Managing Director of Hermes Europe GmbH since April 1, 2021.
After a banking apprenticeship and a master’s degree, he made a career at an early stage in international retail and e-commerce companies.
Kevin Kufs worked for more than four years in the management of the e-commerce service provider Trade Global Asia Holding (formerly Netrada) in Hong Kong, most recently as Member of the Board and CEO for Asia Pacific.
In November 2015, he moved to Singapore as CEO of 360shoes.com.
In 2017 he joined the Otto Group. As Head of Operations, he took care of Hermes Fulfillment’s client business for two years.
As Group Vice President Supply Chain Management, Kevin Kufs has been responsible for the transformation of the Otto Group Holding division, the coordination of the Group’s logistics network and the implementation of various strategy projects since January 2019.
He returned to Hermes Fulfillment GmbH as COO on January 1, 2021, before being appointed CEO on April 1, 2021.
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