Hermes.com Customer Service Issues

We had scheduled a courier collection from our business for multiple parcels starting on July 24th. Unfortunately, no courier showed up for three days. After speaking directly with our courier, we learned he had fallen ill on the 24th and no replacement was arranged. Despite Hermes apologizing via email on the 26th and promising collections on the same day, it did not occur. Our kind courier personally checked on the 27th, discovered the parcels were not collected, and despite his illness, he collected them this morning to send them to the depot for fast delivery. We are grateful for his dedication. We are requesting a refund for the missed collections and for a parcel that required an alternative service to meet our customer's deadlines, as they are time-sensitive orders. We hope for your prompt response.

Hello, I am still waiting for a parcel to be delivered. There were two attempted deliveries on July 12th and 15th, but no delivery notification was left. I am uncertain if the courier has taken the parcel back for another delivery attempt or left it elsewhere. Since I am typically at work and unable to receive parcels in person, I would appreciate knowing the current status and location of my parcel ([redacted][redacted]). If another delivery attempt is made, could the courier kindly leave the parcel with a neighbor? Thank you, Liz S.

I had a bad experience with a recent Hermes delivery. I faced various problems with their service lately. I was instructed to reach out to you about this issue. After contacting Hermes, I was directed to initiate a live chat for resolution. Dealing with customer service has been quite challenging. I hope to eventually speak with a representative and have my parcel delivered. Once communication is established, I anticipate receiving an email stating that my delivery date has been adjusted as per my request, although that was not the case as my parcel was not delivered on time.

I am having issues with a delivery that was supposed to be collected, but the courier went to the wrong address initially and caused a significant delay. The tracking showed multiple delays, and when the parcel was finally out for delivery, the driver claimed there were access issues with a non-existent vicious animal at my property. Despite reassurances and promises that the driver would return, my parcel did not arrive. I suspect the driver might have wrongly kept my parcel as it contains a valuable £[redacted] BMW boot liner. I suffer from a heart condition and the stress from this situation is impacting my health. I am requesting a refund of the delivery fee and the item be delivered promptly. Kindly assist in resolving this matter promptly. Thank you.

I placed an order with Hermes and tracked it. Unfortunately, it only reached the centrally sorted facility. eBay is refusing to acknowledge it as delivered to Global Shipping. Hermes claims it was delivered on a specific date and time in bulk, without a signature since eBay orders are dropped off in bulk. I have an email confirmation from Hermes regarding this issue. I am currently awaiting a response from eBay, but I am concerned about losing out on this order due to the confusion between eBay and Hermes.

Regarding delivery [redacted][redacted], it has been in the care of Hermes for almost a week now, and unfortunately, they have been unable to successfully deliver the package. The issue appears to stem from my postcode not yet being recognized on sat nav systems despite being a valid Post Office postcode. Despite providing detailed instructions on how to locate my address to both Amazon and the Amazon Marketplace seller, they have been disregarded, leading to numerous delivery delays. This has caused significant frustration and wasted a substantial amount of my time as I have rearranged my schedule multiple times in anticipation of the delivery. I have previously received packages from Hermes successfully after the driver showed initiative by contacting me for directions. To locate me, please refer to postcode YO25 6NU, which is Beechwood Lane, with Blakedale Drive being a new development off Beechwood Lane. If needed, I can be reached at [redacted]1.

Subject: Issue with Recent Delivery Dear Team, I'm reaching out regarding a concerning issue with a recent delivery. Despite receiving notification that the parcel would arrive between 12-2pm, it was not delivered to my address this afternoon as scheduled. Pictures were provided as proof of delivery, but the door shown in the photo does not match mine or any nearby doors. My attempts to locate the package in the vicinity have been unsuccessful. Given that the parcel is already marked as "delivered," I am unable to track it or contact the driver directly. Could you kindly assist from your end as the delivery was arranged through your service? Thank you for your attention to this matter. Best regards, Elaine

Hello, I am reaching out to express my dissatisfaction with the delivery of two recent parcels. Approximately six weeks ago, I sent a parcel to a customer who complained after three weeks of not receiving the item. I contacted your company regarding Parcel ID [redacted][redacted] and reference number [redacted]42, but unfortunately did not receive a resolution. I then sent another item to the same customer, but two weeks have passed, and he still hasn't received it (Parcel ID [redacted][redacted]). This situation has left my customer unhappy, and I am equally frustrated. I send many parcels through your company, but the lack of progress in resolving this issue is making me consider using other delivery services. I have not received any compensation for these repeated issues. When attempting to speak with a representative, I have been disconnected or transferred, which has been very frustrating. Can you please provide me with a direct contact number to address these ongoing problems? Thank you.

Hello, I am currently awaiting a parcel delivery from one of your couriers. The tracking information has not been updated since the delay occurred, and the item is now a few days overdue. I would appreciate any information on the new expected delivery date. Here is the tracking number: [redacted][redacted]. Thank you, Patricia C.

At 10:42 a.m., I received a parcel from the delivery driver without a signature. However, upon checking my emails, I discovered that two separate parcels have been marked as signed for with a squiggle signature under the name "Hap," which is not mine. This recurring issue is troublesome, as I've had multiple parcels go missing and the driver tends to leave them on my doorstep with these unauthorized signatures. Given the neighborhood's lack of security, this practice is concerning. I currently have a parcel that supposedly has been delivered but might still be in the driver's van. The tracking number for this specific parcel is [redacted][redacted]. I kindly request advice on how to proceed with this situation. Thank you.

I am currently expecting a delivery from Hermes to Magpie Farm, Hill Lane, Upper Caldecote, Biggleswade SG18 9EZ. Unfortunately, Hermes claims there is a security issue with my address and sent the parcel back without making a delivery attempt. I reside on Magpie Farm with my wife, and I have never encountered issues with delivery before. Despite offering to meet the driver on the road, I did not receive a response. The items in the parcel are important as they include shirts for my daughter's upcoming wedding next Thursday. I kindly request that Hermes contact me to resolve this matter promptly. Thank you. - Michael McDonagh

I recently purchased a gazebo and used it on Saturday the 27th. Since it started leaking, I dismantled it and prepared it for return on Wednesday the 31st. The replacement was scheduled for delivery on the same day, but despite receiving a message at 10:04 am that it was out for delivery, I waited all day and received no further updates. This lack of communication is frustrating. The defective unit and the replacement have now been collected. I expressed my concerns to Amazon. I received an email stating the new delivery window is between the first and ninth of August. I made it clear to Amazon that if it didn't arrive as promised, I would refuse the delivery.

I have not received my parcel despite the tracking information stating it was delivered and signed for. I live at 4 Feoffee Cottages, Walkhurst Road, Benenden, and my name is A. P. Crossley. No one rang my doorbell, I did not sign for anything, and the signature tracking shows no record of a signature at all. This delivery service has a poor track record, and I will be contacting Kaleidoscope to address this issue. It seems like there might be a problem with the delivery driver. I am eager to receive a prompt reply regarding the whereabouts of my missing parcel. Thank you.

I have yet to receive my item. It has been a week, and I have not heard from Hermes regarding the delivery or received any updates on the tracking information. I have ensured that my app and mobile software are up to date, refreshed my browser, and checked all my email inboxes, including spam and junk mail. Despite checking my Amazon account messages and contacting customer service, no new information is available. Both the seller and Amazon have not provided any updates on the delivery status. I have also tried accessing Hermes' website through my browser and app, as well as using the automated tracking feature, but there are no new updates. It is urgent that I am contacted or that the seller is informed, as I have already paid for the item, and it is now significantly overdue.

I recently received notification that my parcel had arrived at my local parcel shop. However, upon visiting the shop to collect it, I was informed that the Hermes driver had not scanned any parcels and might have taken them back. I returned the next day as advised, but the parcel was still missing. I provided my details for a call back, but have not received any updates. I have tried contacting customer service with no success. The parcel is under the name Miss J. at Carnellis Stores in St Ives, Cornwall, with parcel number [redacted][redacted]. I am frustrated with the system's lack of scanning accountability and concerned that my parcel may be lost. I would appreciate assistance in locating the parcel before taking further action with the retailer. Thank you.

I frequently send parcels with Hermes to my son in Germany due to their affordability and speed. Although the parcels usually arrive promptly, my recent concern is their condition upon arrival. My son shared a photo of a parcel that arrived torn on one side, fortunately with the contents preserved. To prevent future mishaps, I painstakingly reinforced the entire package with Gorilla tape, possibly making it challenging for him to open. This is not an isolated incident, and it appears that little care is taken during transit. While I understand some factors may be beyond your control, the consistent state of the parcels upon delivery affects my confidence in using your service for fragile items. I'm not seeking compensation for the damage, but I hope this feedback prompts improvements in handling and packaging to enhance customer satisfaction.

I received a call from someone claiming to be from Hermes regarding a parcel for collection, which I do not have. The caller mentioned a Next account, which I also do not have. When I asked for clarification, the call was disconnected, and when I called back, the person seemed evasive. She insisted Hermes provided my details and asked for confirmation of my address, even though she had the wrong phone number. This raised concerns about potential identity theft. I can provide the caller's mobile number for investigation. Thank you, - M.W., 4 Maes Alaw, Llanfachraeth, Anglesey, LL65 4UG.

Good Afternoon, I'm Michelle. I have a parcel scheduled for delivery by Hermes today, but I need to change the delivery address. I made an error at checkout and need to correct it. The parcel is crucial, so I'm reaching out to ask for assistance from Hermes to update the delivery address. My order number is [redacted]. I really appreciate any help you can provide because I'm unsure of what next steps to take. I attempted to contact them via phone, but I couldn't get through, so they advised trying live chat instead. I'll be eagerly awaiting your response. Thank you.

I am in anticipation of receiving parcel number [redacted][redacted]. I, Dave W., provided the Hermes Parcel shop at c/o The Co-op, Grange Avenue, Telford, TF3 1ET, as the delivery address due to me not being available during typical delivery times. My home address is 34 Randlay Fields, Randlay, Telford, Shropshire, TF3 2AE. The tracking information prompted me to contact you about a query concerning the delivery address. Kindly address the issue and ensure smooth delivery according to the provided information. I would appreciate receiving an email or text notification upon delivery. Reach me at [redacted] or 07[redacted]68. If needed, delivery to my residence in the evenings is acceptable. Please keep me informed of any progress. Thank you, Dave W.

I placed two orders recently, one with Amazon with tracking number [redacted][redacted], and the other with Debenhams with tracking number [redacted][redacted]. Last Friday, Amazon sent an email stating my order was out for delivery and should arrive by 7pm. After 7pm passed with no delivery, the tracking status indicated delivery issues. Despite the status saying delivery was attempted, I received no card. It was then rescheduled for today by 5pm, but once again, it shows delivery delays. The same frustrating delay occurred with my Debenhams order today. I have made arrangements to be home for both deliveries and am disappointed with this unreliable service. Attempts to contact myHermes by phone have been unsuccessful, and the lack of human interaction is frustrating. The service provided is below standard in my experience.