Hermes.com Customer Service Issues

I scheduled a collection for Castore Return trousers on the Hermes/Evri website on 01/12/22 for Monday, 05/12/22. Unfortunately, the parcel was not collected on the scheduled day or any other day. I have consistently been at home during the scheduled collection times, and no note has been left regarding any attempted collection. Tracking on their website suggests a failed collection due to nobody being home, which is inaccurate. It will be a week since the first booking tomorrow, and I am struggling to reach Hermes for assistance. Time is of the essence for Castore returns, and I urgently need Hermes to fulfill their service promptly, as I have already made payment for it.

Ervi Courier left my parcel at my door, and when I discovered it, it was open with two missing items: a set of lights worth £20 and a box of gift tags worth £1.50. I called to report the missing items, and Ervi mentioned that he remembered the lights falling out of the bag, promising to drop them off the next day, which was Sunday, December 11th. However, it is now December 14th, and I am still waiting for the missing items. Despite my attempts to contact Ervi, all I encounter is an automated system. I am seeking either the missing items or a refund of £21.50, the value of the items.

The tracking for my parcels has not been updated for 5 days. They have been in the possession of Evri for 2 weeks now. Despite paying an extra £10 per parcel for a supposed bulky item issue (which has never been a problem before), there has been no improvement. The automated customer service does not recognize the tracking numbers provided, and the chat support is unhelpful, only repeating what I can already see on the tracking information. I'm frustrated as I cannot get in touch with a human agent to address this delay.

I have been expecting a parcel from China for a while now, only to find out it was supposed to be delivered by Hermes. Upon tracking my parcel, it appears that it was delivered on 01/12/22 by being put through the letterbox. However, nothing has arrived at my address. I am waiting for two boxes, but no card was left to indicate a delivery attempt. The company I am dealing with provided me with a reference code ho1Lfa[redacted] and mentioned that it might have been dropped off at Dumfries post office. Unfortunately, the post office does not recognize this reference number. Can someone please assist me? My name is Frank Ingram from 4 Summerpark Way, Dumfries DG1 3FW.

I attempted to print two labels for returning a parcel, but they did not print. Money was deducted from my bank account for this. The parcel I am sending back is for STUDIO addressed to Maureen Manson at flt14, [redacted] McDonald Road, Edinburgh, EH74NQ. I only require one label and would like a refund for the extra one. Kindly email me a printable label as I encountered issues while trying to print. Your prompt response would be greatly appreciated. Thank you, Maureen Manson. The label cost is £2.50.

I was expecting parcels to be delivered on Saturday, but due to an error by Hermes, my parcels were not delivered. It states that they deliver on the next working day, which is today, but I've heard nothing. Despite my efforts to find out when my parcels will be delivered, I've made no progress. Constantly trying to track the parcels through the Hermes app has been futile, as it only shows the same update as it did on Saturday, with no further information. The tracking numbers are H01TKA[redacted] and H00S8A[redacted]. I am eager to know where my parcels are and when they will be delivered.

I wish to express my frustration with Evri regarding the loss of two parcels at their depot. Despite contacting them for compensation, I have not received a response. I have provided all necessary details and am disappointed by their lack of integrity. I hope for the best outcome of the parcels being located and delivered promptly. However, if this is not possible, I demand a full refund totaling £23 for both parcels. I entrusted Evri with my items, and they failed to fulfill their delivery obligation. I am distressed by the ongoing unresolved issues of the missing parcels, which have led me to refund the buyers as mandated by eBay. I am seeking reimbursement for the postage costs and the item values. I believe that in addition to the refund, I deserve compensation for the inconvenience and distress caused by this situation. I urge Evri to address this matter promptly and do the right thing.incerely, T. Coleby.

I experienced a theft of a parcel with tracking number H0067A[redacted] during the Christmas holiday. The driver was supposed to deliver it but claimed the roads were icy and returned to the Bristol sorting office. The next day, it did not arrive. In my experience, parcels should either remain in the van for the following delivery or be set aside for the next run. Additionally, another parcel with tracking number H03C3A[redacted] was delivered, but two items were missing from the package as it was opened. A third item with the same tracking number as the missing parcel is scheduled for delivery today between 6:30 pm and 8:30 pm. I witnessed an EVRI van approach my house, slow down, then drive off without delivering. Subsequently, the tracking status indicated that delivery was unsuccessful. I am concerned if the same driver is responsible for these incidents and plan to address my concerns at the Evri sorting office tomorrow. This situation is frustrating as I have lived at this address for five years without any prior issues with parcel deliveries.

On January 1st, [redacted], I purchased items online from two different suppliers. The first supplier, Hausad, an American clothing retailer, shipped 19 items. The second supplier was Salt Days UK, and the order included a laser level. Hausad informed me via email that the items were shipped by Hermes with tracking number TO1E7A[redacted]. Upon checking, I discovered that two parcels had been delivered to a neighbor without my consent. Upon inspection, I found the laser level (ordered from Salt Days) and an unrequested finger ring. I contacted Hermes through their Evri Help Centre, and only received an automated response with an incident number for reference. I also learned that Salt Days UK also used Hermes as their courier, with the same tracking number. Despite attempts to contact Hermes' local customer service in Bridgend, including calls and online messages, I have not received a satisfactory response. I am seeking guidance on how to resolve this issue promptly.

Thank you for reaching out regarding your order with the item number ([redacted]78) from the seller “oem2018". We acknowledge that the item has not been received and appreciate your efforts in bringing this to our attention. I am here to help. When contacting the seller, it seems there may have been a mix-up with the courier assuming a financial claim was being made. When reaching out to them, clarify that you are seeking information about the item's whereabouts for investigation purposes and not filing a claim. It has been noted that other buyers have successfully provided evidence of non-delivery from Evri. We kindly request that you reconnect with Evri regarding this matter.

Good morning! Unfortunately, my parcel was not delivered while I was at work when the courier attempted the delivery. After leaving a note in my postbox for the courier to deliver the parcel to Hermes PacketShop at Kiosk am Bahnhof, Preußenstr. 16, [redacted] Lünen, the courier ignored this request and left me a message to contact Hermes for further instructions on receiving the parcel. How can I obtain my parcel H[redacted][redacted]47? I reiterate my preference to collect it from Hermes PacketShop at Kiosk am Bahnhof, Preußenstr. 16, [redacted] Lünen.

A package was recently returned to the Cambridge department due to a missed delivery. I, Susan Burton, reside at [redacted] Cherry Hinton Rd, Cambridge, CB17DA. The parcel with tracking number P16JK91Z was marked as delivered on May 18, [redacted]. Despite being home with my bedroom door open, no attempt was made to reach me. Unfortunately, I have limited mobility and cannot quickly answer knocks at the door. For all deliveries, there is a designated box in my front door porch situated behind the black wheelie bin, as explained on a note on the front door. I am seeking assistance on how to ensure successful deliveries in light of my circumstances. Your understanding is greatly appreciated. Thank you.

I have missed two delivery attempts and won't be home for the third one today due to work. I am unable to redirect the parcel to a Hermes parcel shop with a local courier. The address I prefer is not a Hermes parcel shop, and I fear they won't deliver there. My actual address is 69 Ferrier Ave, Fairwater, Cardiff CF5 3LA. I won't be home tonight but will be available tomorrow. I worry that Hermes might send the parcel back to the sender after the third failed attempt. I am unsure about the next steps, any assistance would be appreciated.

I missed a delivery from Evri/Hermes. The courier claimed no one was available at the delivery point, but I have been home all day. It seems my address is not on the Royal Mail Post Code list, which may be causing the issue. I provided Evri with my phone number, photos of property access, and detailed directions, yet they still struggle to locate my address. Having consistent drivers could potentially resolve this recurring problem. I received a delivery from them earlier this week.

I recently experienced a frustrating situation where my parcel was delivered to the wrong address. Upon trying to resolve the issue online with Ebro, I encountered difficulties as they claimed my tracking number was incorrect despite providing me with delivery pictures and information linked to that specific number. Spending over 2 hours attempting to fix this problem, it seems like Ebro/Hermes relies solely on automated messages that dodge addressing the actual issue. This lack of human interaction is appalling in terms of customer service. Furthermore, the fact that they have misplaced a valuable item and hinder the resolution process is unacceptable. Retailers such as eBay should be transparent about their partnership with this company so customers can decide whether to proceed with their services. It's disheartening to see daily reports on my local Facebook page about misdelivered packages associated with this courier.

I unwittingly shipped a parcel to a scammer and now need it stopped and returned. The package has been redirected, but I am unsure how much time I have before it reaches the destination. I am frustrated with the automated responses and lack of meaningful communication via email, so I am hoping to speak with a person regarding this urgent matter.

I shipped a package with EVRi from the UK to Western Australia on 26 May [redacted] using tracking number EVR[redacted]8. Unfortunately, it has not reached its destination yet. I lodged an enquiry with reference number EVR[redacted]8/[redacted] but have not received any updates from EVRi for over a week. My customer in Australia, who paid over £[redacted].00GBP for the items, is understandably upset, as the parcel is now three weeks overdue. I am finding it impossible to get in touch with EVRi as their website only shows that an enquiry is ongoing without any progress. It is distressing and frustrating to have to inform my customer that their parcel is missing. The only tracking update I have is that it is still at the sorting hub. The package is insured for £[redacted].00GBP, and the shipping cost me £[redacted].00GBP. This situation is financially straining for both my customer and me. I sincerely hope for a resolution. Regards, Mafra Young.

Dear Customer Service, I am writing to share my disappointment with a recent experience I had at one of your stores. I have been a loyal customer of Hermes for several years and have visited various outlets in London, Turkey, and recently, Thailand in search of a Hermes Picotin 18 bag. Sadly, my most recent visit was quite upsetting. The store assistants appeared more focused on billionaire clients, neglecting customers like myself. Their lack of professionalism and courtesy towards me was truly disheartening. I believe that customer service is a fundamental part of any business, and I was shocked by the treatment I received. I hope that my feedback will prompt improvements in your stores' customer service standards. Thank you for your attention to this matter. Sincerely, YG

I received a message at 6:30 a.m. today stating that my parcel could not be delivered this morning and that I need to reschedule. I was home all day yesterday, and no one came by. The new delivery date is now the seventh, which frustrates me greatly as I was available. I am certain that no one came near my house as my dogs always alert me to visitors. I have been attempting to reach out to you throughout the day with no success.

Hello, I am a British citizen currently residing in Switzerland. During a visit to France, I needed to return some incorrect items to a German company. Hermes directed me to Mondial Relay for the return. I set up an account with Mondial Relay and dropped the parcel off at a locker. The tracking indicated that Hermes DE received the parcel, although the link provided was not functional. After addressing a date format issue, the tracking started working, confirming the delivery to Mondial Relay. However, the parcel ended up back in Berlin, and after weeks of back and forth, Hermes returned it to the sender in France. I am seeking advice on what actions I can take against Hermes for the failed last-mile delivery by Mondial Relay. I have evidence of the date format problem and numerous email communications. I am frustrated that Mondial Relay requires a French mobile number for their services, even though it's not necessary for purchase. Additionally, Hermes provided no explanation for the service failure. Please advise on how to escalate this issue and file a complaint on my behalf. Thank you, Mike