Brief Summary
This video discusses the poor reputation and practices of the delivery company Every, formerly known as Hermes. It covers their history of terrible service, rebranding attempts, exploitation of drivers, and why retailers continue to use them despite these issues. The video also touches on a potential merger with DHL and the likelihood of further rebranding efforts to escape their negative image.
- Hermes rebranded to Every due to terrible reputation.
- Drivers are exploited through low pay and poor working conditions.
- Retailers continue to use Every because of low rates.
Introduction: The Dreaded Delivery Company
The video starts by highlighting the universally negative experiences many British people have with the delivery company Every, formerly known as Hermes. These experiences range from lost packages and damaged goods to poor customer service and reckless delivery practices. The narrator expresses a preference for dealing with a company whose employees go to prison over using Every, setting a critical tone for the rest of the video.
The Origins of Every: From Hermes to Infamy
The company's origins as Hermes, a German delivery service that expanded to the UK in 2000, are explored. Hermes quickly became notorious for its poor service, culminating in a 2021 undercover investigation by The Times. The investigation revealed workers mishandling packages, managers instructing drivers to lie to customers, and drivers admitting to throwing parcels over fences instead of properly delivering them.
Hermes' Response and Customer Reviews
Hermes responded to the Times investigation by dismissing the reporter's experience and pointing to a high Trust Pilot score, which the narrator disputes. The video references negative customer reviews on Trust Pilot and Pissed Consumer, which corroborate the issues highlighted in the Times report. These reviews include complaints about automated customer service, damaged packages, reckless delivery methods, and failure to honor insurance claims.
The Rebrand to Every: A New Name, Same Problems
In an attempt to shed its negative image, Hermes rebranded to Every. The rebrand included a new logo and TV ad campaign, but the narrator argues that the changes were superficial and failed to address the underlying issues. Despite the rebrand, customer reviews on Pissed Consumer reveal that the same problems persist, with drivers engaging in questionable delivery practices and packages still going missing or arriving damaged.
Exploitation of Drivers: Low Pay and Poor Conditions
The video explains that Every drivers are classified as self-employed and are paid per parcel, incentivizing them to deliver as many packages as possible, often at the expense of proper handling. This payment structure leads to drivers throwing packages, leaving them in unsafe locations, and prioritizing smaller parcels over larger ones. Drivers receive no benefits, insurance, or compensation for petrol, and many former and current drivers advise against working for the company. Every has also been accused of paying below minimum wage and exploiting vulnerable workers.
Retailers' Reliance on Every: The Cost of Cheap Delivery
The video addresses why retailers continue to use Every despite its poor reputation. The primary reason is cost, as Every offers the lowest rates compared to its competitors. Retailers are willing to risk lost or damaged packages because the low delivery costs offset the expense of sending replacements. Every is also planning to merge with DHL, a company with its own customer service issues, which raises concerns about further decline in service quality. The video concludes by suggesting that Every may attempt another rebrand in the future to escape its negative image.
