Couriers working for one of Britain’s largest delivery companies mishandle parcels, routinely fail to complete next-day orders and are encouraged 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. SponsoredManagers watched as workers threw parcels across a depot to save time while sorting them, sending many of them clattering into hard cages, against walls or on the floor. One manager admitted that in the chaotic 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

Source: The Times December 17, 2021 02:17 UTC