Hermes.com Customer Service Issues

Dear Customer Service, I recently scheduled a parcel delivery from London which was paid for on Saturday, September 18th at 12:00 pm. Despite having a booking confirmation, I received an email from Hermes on Monday, September 20th at 12:00 pm stating that the booking was canceled as per my request, which was not the case. Later, my friend tried to drop off the parcel at a Hanwell parcel shop but faced issues printing labels as a QR code was required, which I did not receive. Despite multiple attempts to obtain the code through digital chat and phone, we were unsuccessful. After being unable to drop off the parcel due to the missing QR code requirement, I accepted the cancellation as noted in Hermes' email. The email mentioned a refund of £34, and I am now seeking an update on when this refund will be processed. Regards, S. Sacoor

I need to arrange the collection of a Dunelm Convector Heater. I had previously scheduled this with Hermes online, but I couldn't provide them with a collection date. Since my husband requires medical appointments due to his illness, it's crucial that I set a specific date for the collection. We are both 85 years old, and this complicates our schedule. Please, I urgently need assistance with this issue. You can reach me at [redacted] or call me at 0[redacted]. Your prompt attention to this matter would be greatly appreciated. Thank you.

I received a package on the 27th of September [redacted], but I wasn't home, so the driver left it through my letterbox. The package was visibly opened and taped back with cellophane tape. Upon opening it, I found it empty and took photos. The date on the outside is 13th September [redacted]. The reference number is YT[redacted][redacted], and the barcode is H-00RV-A[redacted]30-6. The van number is 82, Drop 21, C-Round [redacted]. There is another label covered by the current one with my name and address. I can't recall the item I ordered, possibly jewelry like earrings. Usually, I receive an email when an item is delivered, but not this time. This situation is troubling as I can't remember the item, yet I am being charged for it. I will keep the packaging. Please assist in resolving this issue. Contact me at [redacted] Thank you. - Sandra Harris

I made a purchase on eBay on 24 September, my parcel was sent out on 25 September, and the expected delivery date was 30th September with tracking number H01N5A[redacted]. On the expected day, no parcel arrived, and when checking the tracking information, it stated "There was an issue while your package was in transit" and "28 September - not delivered - damaged parcel". After a week of no updates, I contacted the seller who couldn't provide more information, just that I should wait. I attempted to reach out to Hermes through phone and online chat but only received automated messages saying that the parcel is on its way. I asked the seller for a refund, which I received on 6th October. However, I am seeking compensation from Hermes due to the damaged and undelivered parcel, leading me to buy a replacement from Amazon, incurring extra costs and inconvenience.

Hello, I am miss E.H. and I am reaching out about a recurring issue I've experienced with Hermes delivery service. I am frustrated with the lack of delivery service I have been receiving. The problem occurs specifically on weekends when I opt for next-day delivery. The delivery driver, a man in his 20s to 25s, consistently makes excuses and fails to deliver my parcels on time, despite my complaints. My incident number is [redacted]18. I urge the company to investigate and ensure this does not happen again. I expect my delivery on Saturday, October 9th, [redacted], without any further delays. Timely deliveries are crucial for a next-day service and I hope this issue is addressed promptly. Thank you for your assistance.

I need to return an item to my supplier. A courier came by on Monday at 8:37 p.m., but I missed the pick-up and was unaware they would come that late. I've been waiting all week for another visit, even tried the Parcelshop but they couldn't accept it due to its weight. The item is still with me as of Saturday.

I am seeking clarification on the status of my package, as I have received conflicting information from various carriers. The parcel, with tracking number H01LFA[redacted], originated internationally and was initially tracked on 17track and 4px platforms. Subsequently, it now appears to be in possession of your self Hermes service, although I recently received an email indicating it has not reached the warehouse. I kindly request confirmation regarding its location and an estimated delivery date. Should the package not be in your possession, I would appreciate guidance on how to proceed, whether by contacting the sender for further assistance or filing a claim through your company for the lost item. Thank you for your attention to this matter. Best regards, Jamie

Hello, I am Maria, and I have been expecting the delivery of my package (H00JHA[redacted]) since Wednesday, October 6th. I have been monitoring the tracking information on your website and noticed that the courier attempted delivery three times, claiming I wasn't home. I was home during these times, and gaining access to my apartment is simple. I have never faced this issue before. Will the courier return my package? Your website states - "14:26-Sat Oct 09 We tried to deliver your parcel today but you weren't in or there was no safe place to leave it." Should I wait on the street for the courier or was there a genuine attempt? I look forward to your prompt response. Thank you, Maria.

Hello, I'm Atika Abouen, residing at 7 Lagos Close, my phone number is [redacted]4. I dispatched an item on 1/10 through Hermes, which was returned to me on 6/10. The eBay buyer reached out to inquire why the item never arrived. She mentioned not receiving any notice or slip from Hermes and that she awaited the delivery without anyone attempting to deliver it. Upon reviewing the delivery history, it seems the driver provided insufficient information, leading to a problem with the buyer. I kindly request a refund or a code to resend the item. Tracking number: COOHHA[redacted] Reference number: P[redacted] Postal code: GL54 2QN Additionally, I faced challenges contacting your customer service as the automated system didn't accept any tracking numbers, resulting in no assistance. I look forward to hearing back from you.

I am disappointed with the delivery service provided by your company. The delivery person did not ring my doorbell and left the parcel with damages hidden against the wall. Unfortunately, one of the canvases inside had a tear. This behavior is unacceptable, especially considering my physical disability. I have documented the damage with photos. I urge you to address this issue promptly. Tracking number: T006JA[redacted]. Regards, J.Graining

I am concerned about a recent delivery to my address at 66 Rodborough Drive, WR4 9YH. The tracking system indicates that the package was handed over securely to the household, but this is not accurate. I did not receive any notification, photo text, or leaflet confirming the delivery. My gate was closed, so it seems that either the delivery driver provided incorrect information or delivered my parcel elsewhere. I am disappointed and frustrated by this experience. I have attempted to contact the customer service number, but the automated system has been unhelpful. I urge the company to address this issue promptly and ensure that future deliveries are handled more accurately to avoid customer dissatisfaction.

I have been up since around 7 a.m. this morning waiting for a parcel from Hermes scheduled to arrive between 11 a.m. and 1 p.m. I have a clear view of my gate from my desk and have been home all day, so I would have noticed any delivery attempts. Despite this, I received an email around 12:30 p.m. claiming a delivery attempt was made, which I believe to be inaccurate. I have a video doorbell recording footage 24/7, and my brother-in-law in the adjacent flat, who was also home, did not receive an intercom call. The delivery photo provided shows a plain red square, further indicating no attempt was made. It is frustrating to have wasted a day off work for a delivery that was falsely marked as attempted.

Hello, I have a specific request regarding shipments [redacted][redacted] (under 10 kg) and [redacted][redacted] (under 5 kg) that were returned in March and April to: Prevu Studio Unit 5 Communication Park Steyning Way Hounslow London TW4 6DL I am having issues with Prevu Studio as they deny receiving the returned items, even though the tracking numbers confirm their delivery. I have provided the tracking numbers to them, but they are asking for additional proof of weight and tracking details to process the refund. Can you provide me with GPS coordinates and a secure location photo to prove the delivery of the goods? Thank you. Sincerely, Filip

I found a notification card that indicated that two packages had been left in the caravan. However, upon checking, no entry was detected, and the packages are missing. I have not received any communication despite being home all morning. The packages have no recipient name, and there are multiple residents here. There is no tracking number provided, and the delivery person's name is unreadable. This is the second time a Hermes package has gone missing recently. I wish to get more details about the packages to address this issue with the seller. The bar code on the card is [redacted]1. The customer service experience has been poor, making it challenging to get assistance. I hope to have this matter resolved promptly, or I will advise others against using Hermes for deliveries.

Dear Hermes UK, Despite rearranging the collection, my parcel was not picked up, causing inconvenience as I had to drop them off at a parcel shop due to being disabled. This experience has been disappointing, especially as a regular customer. I have multiple tracking numbers for the 8 parcels I paid to have collected. Additionally, a parcel (C00HHA[redacted]) sent 16 days ago remains undelivered, with no updates for 7 days, leaving a dissatisfied recipient at the other end. I am unable to find a way to claim for the lost parcel or request compensation for the missed collections. It is crucial to address these issues promptly, both by refunding the owed amount for the collections and locating the missing parcel. Your prompt attention to these matters is appreciated.

I have attempted to contact your customer service on the freephone number but encountered issues with the automated system and unexpected charges. Despite sending a parcel with tracking number C00HHA[redacted], my customer did not receive it as it was supposedly left on the doorstep contrary to eBay terms. The delivery picture shows the parcel next to a conspicuously large parcel box marked with the house number. This situation led to a refund as per eBay regulations. I am concerned about the reliability of Hermes for future deliveries. It would be beneficial to have direct person-to-person phone support and clear communication regarding contact numbers. Regards, Dave.

Dear Hermes Customer Service, I would like to address the ongoing issue of packages being left unsecurely at ground level outside my residence by Hermes delivery drivers. These packages are not only visible to passersby but also at risk of getting wet or being mistaken for recycling by the bin collection team. To resolve this, I updated my delivery preferences on the Hermes website to request that parcels be left in my front porch, which is slightly elevated and offers better protection from the elements and theft. I even placed a note to communicate this to the Hermes delivery person. However, I received a handwritten response on my note stating that parcels cannot be left in the porch as it is not considered safe by Hermes. This reasoning seems illogical and inconsistent with the practices of other courier services like Royal Mail, DPD, and UPS. I kindly request that you instruct your Hermes driver to adhere to my delivery instructions going forward. Consistency in delivery practices is essential for customer satisfaction and security. Sincerely, M Lewis

Good Morning, I dropped off parcel H00IAA-00[redacted]1 at the Hermes pickup point located at Green Apple Petrol Station, [redacted] London Road, EN2 6EU, on October 6th, [redacted]. There have been no updates since then, and no clear reasons provided for the delay or loss. The parcel contains a bag valued at £[redacted], and I kindly request that it be returned to 6 Pemberton Court, [redacted] Southbury Road, EN1 1PL, the original sending address. I have attempted to contact your organization multiple times but only reached automated services. Please have a representative call me at [redacted]0. It seems the parcel may not have been picked up or could have been mishandled by a Green Apple employee. I see no other explanation for the lack of updates or pickup. I request a thorough investigation or compensation from your end due to the high value of the item. Regards, Amina N.

I have recently had two deliveries from Hermes within the last 4 days. The first delivery was left behind my side gate in the rain without any notification, luckily it was still well wrapped. Today, the second delivery was left in plain sight on my front doorstep, despite my car being in the driveway, indicating someone was home. I noticed a delivery van pass by around 12:30 pm without ringing my working doorbell. I am concerned about the lack of care shown by the drivers and the negative impact on the company's reputation. I hope for a prompt response addressing this issue and confirming that the driver has been informed of the unacceptable delivery practices.

I received a "Sorry I missed you" card, but I have been home all week and no one knocked on my door. The card lacks crucial information like the delivery driver's contact number and a tracking number. The barcode provided is only 8 digits long, not the required 16 for tracking. This is not the first time Hermes has mishandled my delivery. I am frustrated as the card only has a date and a name, with no way to contact the driver. It mentions using the barcode to track the item, but the short barcode provided is useless for tracking. It's frustrating to receive a card with no useful information to help me track my parcel.