Hermes.com Customer Service Issues

I filed a complaint (Case [redacted]) regarding the non-delivery of item number [redacted]95. The courier mentioned they would be monitored. Subsequently, I experienced another non-delivery with my Amazon package order #[redacted]-[redacted]. Now, I have also not received my Fashionworld goods, and I'm seeking an explanation for this issue with them. The courier claims delivery attempts that do not happen as he never drives down our half-mile track to our cottage. He also does not leave parcels with our helpful neighbor, who usually assists with packages left with him. Despite this, suppliers have to refund the losses every time. Hermes' courier service in this area does not meet the reliable standard set by other companies who serve us well in this remote location near Hermitage Castle.

I engaged in a web chat with your customer service representative, Swagatika Mishra, yesterday. Can you please update me promptly on the status of my parcel and its expected redelivery date? The package was mistakenly delivered to the wrong address and left in an unconventional 'safe place' tucked beside a wheelie bin, which is clearly not my front yard, as seen in the provided image. Swagatika mentioned it was actually located [redacted] meters away from my residence. Despite thoroughly searching my street twice, I have been unable to locate it. I am eager for the parcel to be delivered to the correct address or to receive a more precise indication of its whereabouts. Considering the heavy rain yesterday, I am concerned about the condition of my delivery. Kindly provide a prompt response with a resolution.

I reside at 16 Cliffe House Avenue, Garforth, Leeds LS252BW. My tracking number is [redacted][redacted]. I have lodged several complaints regarding the delivery driver for leaving parcels on my doorstep without notifying me by ringing the doorbell or knocking. He leaves a card stating the parcel is on the step, even when I am home. Recently, he left a hazardous substance unattended while I was away, and today, 06/12/[redacted], he left an expensive item without informing me. I was able to catch him in the act. I am concerned about missing items and potential signature forgery. I request that actions be taken to address this issue promptly. Thank you.

I have been eagerly anticipating a package that was scheduled to arrive yesterday, only to later check my email and discover a notification claiming no one was home at the time of delivery. Despite being home all day, I then received another email stating the package would be delivered the following working day. I received a text message informing me that my parcel would arrive today between 10am and 2pm, yet once again, I've waited in but received an email alleging they attempted delivery but no one was available. I am extremely dissatisfied as I have dedicated two full days waiting for a package that has not arrived nor has anyone attempted delivery. There was no delivery card left either. I require this parcel urgently as I am departing for holiday on Tuesday and need it before then. Any assistance concerning this issue would be greatly appreciated. My order number is [redacted][redacted]. Thank you.

I paid £[redacted] for a bicycle that was sent to Hermes on November 22nd. The tracking number is [redacted][redacted]. Despite the tracking showing it's "on its way," the bike never arrived. Hermes confirmed it as "lost." The sender seems uninterested in solving this with Hermes, leaving me out of pocket. I have contacted Hermes customer support multiple times, but they keep directing me back to the sender, who admits he spent my money and won't refund me. Mr. Fletcher, the sender, is unresponsive to my emails. I need help resolving this issue directly with Hermes. Regards, S. Allen.

I was expecting a delivery from The Book People today, 8/12/18, between 2pm and 6pm. Someone was at home all day, but the tracking details said a delivery attempt was made at 2.30pm when nobody was home, which is not true. I didn't receive a calling card, and I don't know when the next attempt will be. I need to know when this parcel will actually be delivered because I have to work and make arrangements. The parcel contained Christmas presents I planned to deliver this weekend. It's frustrating that the delivery was falsely marked as attempted. I am disappointed with the poor service and lack of accurate information regarding my delivery.

Tracking Number: #[redacted][redacted] I have been monitoring this item's delivery status since it was initially scheduled to arrive on Wednesday. Today, the tracking information indicated another delivery window between 5:00 PM and 7:00 PM. According to the update, a delivery attempt was supposedly made at 5:20 PM, which couldn't be accurate as both my partner and I were at home eagerly waiting, and no one showed up. Surprisingly, the delivery person left a note claiming they cannot deliver packages after 5:00 PM, which I find misleading because the previous Hermes courier consistently made evening deliveries when more individuals are usually available at home. The contact number provided on the note is unreachable, and I have not been successful in reaching out. I request the parcels to be delivered promptly tomorrow morning, as I am extremely frustrated with the current delivery service. Thank you.

I lodged a complaint about a driver on Friday, Dec 7th. I have tried contacting the complaints number for the head office multiple times but have faced difficulties. I was promised a response within 24 hours, yet I am still waiting. I believe that the issue can be resolved by assigning a new driver, but it is impossible to discuss this when communication is lacking. The lack of responsiveness from Hermes' head office is disappointing, as calls go unanswered or are abruptly ended. This unprofessional behavior is unacceptable, as it hinders the resolution process. I spent most of the afternoon attempting to reach them to no avail. It is frustrating when the receptionist neglects calls and fails to transfer them appropriately. Hermes needs to address the issues with their drivers promptly, as it is their responsibility. The lack of action on Hermes' part reflects poorly on the company's commitment to customer satisfaction.

I received an email from your company stating that my parcel was on its way, confirming my CORRECT ADDRESS. However, an hour later, I received another email mentioning an address issue preventing the delivery. This is frustrating as I have never had an issue with deliveries before, and the address provided was accurate for the parcels scheduled for delivery yesterday. These parcels were important gifts for my son's dad's birthday on Friday, so I urgently need this matter resolved. This situation reflects poorly on your company, and I expect better service. Please advise me on where to collect the parcel or confirm a redelivery today or tomorrow at the latest. I am extremely disappointed by this inconvenience.

I dispatched two parcels on December 1st through courier collection. Despite seeking assistance via online chat multiple times regarding the parcels being mistakenly returned to me, the tracking only indicated they were heading to the Netherlands. As of December 7th, the tracking shows the parcels are at the National Hub with no further details. The contents are worth £[redacted], with a shipment cost of nearly £30. No explanation has been provided for the return, especially since there are no batteries in either parcel. These parcels hold Christmas gifts for my grandchildren from various family members, now unlikely to reach them in time for the holidays due to Hermes’ actions. Despite Hermes’ claims of good customer service, it's challenging to reach an actual person. The contact numbers redirect to the unhelpful website, and the online chat offers no real solutions apart from generic apologies. I intend to escalate this matter to Trading Standards due to previous issues with Hermes, supported by the poor reviews on Trust Pilot. Right now, I only seek the immediate return of my significant parcels.

I am experiencing difficulties with the Hermes drop-off point in Fordingbridge, Hampshire. The terminal has been out of service for an extended period, causing inconvenience to many residents, especially elderly customers who rely on it. Despite the store's significant refurbishment and success, having only one terminal seems inadequate. Yesterday, I had to go out of my way to deliver a parcel in Winchester due to this issue. The tracking number for the parcel is P[redacted], dropped off at Pickards Newsagents on Stockbridge Road, Winchester. I am concerned as the item has not appeared on the Hermes tracking system. I urge for a resolution to the drop-off point problem and the tracking issue promptly. Thank you, Denise B.

I am frustrated as I paid for next day delivery through Boohoo only to receive a message today stating my parcel would arrive between 11-1pm. I waited in all day, but at 6:04 pm, I received a message on my tracking app apologizing for missing me and stating they will try again the next working day. This situation is not acceptable. Despite leaving a note on the door requesting the parcel be left through the letterbox or window, no attempt was made to deliver it. There was no notification left on my door either. I demand my parcel be delivered tomorrow, or I will escalate this matter further. I am deeply disappointed with the service provided by Hermes. Due to this issue, I had to spend additional money on something that was supposed to arrive today. It appears that no one even attempted the delivery.

Hello, I am disappointed with the delivery service provided. Last week, I had an issue with a large parcel that was supposed to arrive from Studio. The tracking information claimed it was delivered through the letterbox, but the dimensions of the parcel made that impossible. Studio sent a replacement item. Today, my dog alerted me to someone at the door, and when I arrived, I saw a woman leaving after leaving one of your cards. The card stated that the parcel was in the back garden. I found the parcel in the mud at the top of the garden, thrown over a seven-foot gate! This level of service is unacceptable, and I would like to know your thoughts. Additionally, I would prefer to speak with someone over the phone. My number is [redacted]. The details are van 70, drop 61, c-round [redacted].

Subject: Re: parcel not delivered [Incident: [redacted]66] Hello, I am writing to inform you that I have not received the parcel that was reportedly delivered to my address. I live in a remote location with no neighbors, and I have thoroughly checked around my property without finding the package. Additionally, due to road closures in my area, it is unlikely that someone else could have taken the delivery. I request that you provide photographic evidence showing that the driver was at my property, as I am considering reporting this as stolen goods if not resolved within 24 hours. Thank you for your immediate attention to this matter. Sincerely, LM

I recently returned from vacation to find 2 missed delivery cards from Hermes with only a phone number, [redacted]9. Upon calling, it went straight to voicemail with no callback. One parcel from River Island with tracking number [redacted][redacted] is noted as left in an outbuilding. I only have a locked garage and cannot see how the delivery person accessed it. The other parcel from eBay has no tracking number available. My usual Hermes driver at times leaves packages over the back gate, but my daughters were home and would have noticed. They also tried calling the number to no avail. The River Island order, valued at over £[redacted] and including Christmas presents, was supposedly delivered on 28th November according to an email I received. The grooming box from eBay also seems to have been delivered around the same time. It is frustrating not knowing the whereabouts of these parcels.

Hello, I placed an order on prettylittlething.com on December 16th with next day delivery. I received notification that the parcel was delivered on the 18th, but I haven't received it. The delivery was allegedly left in a secure location on Ferriby Road, but I wasn't informed where exactly. I tried contacting customer service but couldn't get through. I need assistance to locate the parcel; please check with the delivery driver to clarify the drop-off location. My tracking number is [redacted][redacted]. Thank you, Lucy Dearlove.

We have been eagerly awaiting a delivery for almost two weeks now. The online tracker shows that an attempted delivery was made on Friday, December 14th, but no calling card was left. The last update was on Saturday, December 15th, indicating it was on its way. However, the package has still not arrived, and there have been no further updates. After speaking with a representative via chat, we were informed that there was an issue with the delivery address. They mentioned they would contact the courier and provide an update within 24 hours, but we have yet to hear back. The Hermes website hasn't shown any new information since Saturday. When trying to contact them, the tracking number is not recognized, and the general enquiries line just points back to the chat function, which hasn't been helpful. We are anxiously waiting for the delivery of this Christmas present, a bike for my son, and we are finding the service to be extremely frustrating.

I recently used Hermes to send a parcel, and shortly after, I received an email informing me that the package had been opened and its contents were missing. The parcel was securely packed, so it must have been tampered with intentionally. Hermes is asking for a substantial amount of information regarding the incident. I believe all the necessary details should be in possession since you were the carrier of the package. The parcel contained a £20 calendar, and the postage cost £2.95. I anticipate a prompt resolution to this issue. The sender was D. Morris, postcode SA9 2YS, and the address it was sent to is 76 Lauriston Park, postcode CF55QA. The barcode for the parcel is [redacted][redacted]. I trust this information is sufficient for you to investigate the situation and process the refund accordingly. Thank you.

I received a JD delivery, but it was recklessly thrown over my fence while I was at work, leading to the £[redacted] trainers inside being stolen. I am understandably upset after a recent burglary and need a refund or replacement promptly as it was a Christmas gift for my boyfriend, 'AM.' The courier failed to obtain a signature before carelessly delivering the parcel. I am now out of £[redacted] with no gift for Christmas. I have emailed two days ago with no response. If this is not resolved, I will seek advice from the Citizens Advice Bureau regarding my rights as a consumer. Tracking Number: [redacted]0.

I returned a parcel to your company on November 30th at my local Co-op. I received a receipt confirming receipt of the parcel. When I tried to track the parcel, it wasn't found. I emailed about the issue and after providing more information, I have yet to receive a response after three weeks. This was meant to be a gift, and the store where I purchased the item has still not received it, preventing me from getting a refund. I am disappointed with the lack of assistance, especially since there is no contact number available, just an automated system directing to live chats or emails. The parcel is going back to Sports Direct at the following address: Customer Returns Unit B, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY. The 16-digit number is [redacted] and the receipt number is P[redacted]. I would appreciate knowing how long it will take to resolve this and would like a phone call at [redacted].