[littleoldman2]

I use Hermes a lot due to price and I drive past the drop off shop most days so a zero fuel and time cost.

I find that the vast majority of people are happy with Hermes BUT those that aren't will have had consistently bad service. This leads me to believe it's the last link in the chain that's the problem, bad delivery driver = bad overall service. Unfortunately folk look at the total price including postage and always go for the cheapest. If I list something on eBay with multiple postage options folk always choose the cheapest.