Hermes.com Customer Service Issues

During chat session #[redacted]03 on January 31, [redacted], I provided information to the retailer, who wants to escalate the issue with eBay. Subsequently, I shared the same details with eBay. eBay has since contacted me questioning why the Hermes tracking shows the item was delivered to my letterbox, when Hermes Support mentioned they were unable to locate the parcel after contacting the courier and their Field Manager. The Field Manager's response raised doubts about the accuracy of the tracking information stating the item was delivered. I would appreciate any advice on how to proceed with this matter.

My stepdaughter attempted to reject a package from Sports Direct today, February 19, [redacted], and was informed she could not by a rude and abrupt driver, van no. 82 C-ROUND3348. The consignment number is [redacted][redacted]. Despite paying for a Proof of Delivery service requiring a signature, no signature was collected, which I see as driver fraud. If the matter is not resolved satisfactorily, I will involve my solicitor and the police. Please arrange for a driver to collect the parcel and return it to Sports Direct. My stepdaughter is upset by the incident and felt distressed after the encounter with your driver. Thank you for your prompt attention to this matter.

I received emails today stating that my 2 parcels would arrive between 12pm and 2pm, but they did not show up. After contacting both your telephone service and live chat, I received conflicting information. The telephone service mentioned the parcels were delivered to an unconfirmed address, while the live chat said the parcels were with a second courier for unknown reasons and would arrive by 8pm. It's now 10:30pm, and the parcels haven't arrived. My tracking numbers are [redacted] and [redacted]. I'm disappointed with this service and would like an update on the status and delivery time of my parcels. Thank you, Sarah.

I have a parcel to return to the Warehouse. It was delivered by Hermes with bar code [redacted][redacted]. The Hermes website does not recognize the tracking information. I have contacted both the Warehouse and Hermes, but I am facing difficulty getting the parcel collected for return. I have photos of the tracking information. Please advise on how I can ensure Hermes collects the parcel from my home and returns it to the Warehouse as required. Thank you.

I reported a missing parcel over a week ago and received two emails confirming they would investigate. Now, I've been asked to complete a service survey before my claim is resolved. My parcel number is [redacted][redacted], and the customer is A. Brightwell at 53 Beecheno Road, Norwich NR58TQ. I was promised contact within 48 hours, which was 9 days ago - I still have not been contacted, only asked to take a survey. I use Hermes frequently but will refrain until this matter is resolved. I used to work for Hermes for 6 years as a truck driver in Scotland, but I am dismayed by this experience. Additionally, the difficult-to-find live chat feature is disappointing customer service.

I am extremely disappointed with the handling of my parcel by Hermes. They reported that my parcel was damaged and destroyed due to a machine malfunction, without providing any proof. The contents were valued at £[redacted], and as per the Consumer Rights Act, Hermes is obligated to handle services with reasonable care and skill. However, no care or responsibility was taken for my package. I am seeking a full refund as Hermes is solely responsible for the loss and damages. Despite reaching out multiple times, communication on this matter has been unproductive. I plan to share my negative experience on my social media accounts with over 13,[redacted] followers to caution others about the subpar service quality.

I have been waiting for a parcel from you for 3 weeks now. The sender contacted you, giving 48 hours for investigation. Despite being informed it was out for delivery 3 days ago, the parcel has not arrived. These are birthday gifts for my daughter, and the delay is frustrating. I expected better service in sending items from Kent to North Yorkshire. Please provide contact details for a senior person to escalate this issue. If necessary, I may have to seek assistance via Twitter for a prompt response. If the parcel is lost, acknowledge it for a refund. The current tracking information has not been updated since February 8th, which is unacceptable. I will not wait an additional 48 hours for a reply and am prepared to involve the ombudsman if the matter is not resolved promptly.

I arranged for a return of an item to Bits and Pieces, which was collected on January 28th. The tracking number is [redacted][redacted], and the order reference is [redacted]. According to Hermes Tracking, the package is still in transit to the retailer as of February 26th. After contacting the retailer, I was told that the parcel is currently at the Hermes Depot in Rugby. I am curious as to why it has taken nearly four weeks for the item to still be in transit.

I scheduled a Hermes courier to collect a parcel from my supplier via Parcel2Go on Monday, February 25th. Later that day, I checked the tracking information and it claimed the collection happened around 11:45 a.m. This status remained unchanged throughout the day and the following day. After contacting my supplier, I discovered that the parcel had not been picked up as recorded. Despite the tracking showing it was collected, no one had actually retrieved it. I reached out to Parcel2Go, and they could only reschedule another collection for Thursday, which means 4 days wasted on a service that should have taken 3 days at most. This situation reflects poorly on the customer service provided.

Hello, I wanted to share my recent experience with Hermes. I received an email stating that my eBay delivery had been completed, but in reality, it is still at a sorting facility in the UK (tracking number [redacted][redacted]). I anticipate it will eventually be sent to Norway, as per my shipping arrangements. The global tracking number provided by eBay is UPAAB[redacted][redacted]. The information in the confirmation email was inaccurate, causing some concern as a customer. It would be more helpful to know the actual location of the parcel rather than just receiving a generic delivery confirmation. I hope this feedback can contribute to enhancing the service provided by Hermes.

I have been awaiting a delivery scheduled for your Bridgend depot on Friday, February 22, and according to the tracking details, it was meant to be delivered to me on Saturday, February 23, despite the delivery window being from February 23 to February 25. Regrettably, the parcel did not arrive on Saturday, and subsequently, I noticed a tracking update stating delivery on Monday, February 25, which also did not materialize. Subsequent tracking updates indicated a new delivery estimate for February 26 to February 28, yet each day the tracking status states the delivery is expected "today," but the package has not been received. I am uncertain of the updated delivery timeframe and am concerned about the effectiveness of the delivery service.

I scheduled a pick up for 01/03/19 at 11:10 and paid $2.95. However, I got an email saying the parcel would be picked up on 02/03/19 between 8:00 and 8:00, but no one showed up. I checked the website and saw a message apologizing and rescheduling for Monday. Why not notify me via email to avoid me waiting all that time? This morning, I checked again to find an attempt was made on Saturday at 9:31 without leaving a notification. I'm waiting once more for the pickup, hoping someone shows up to return the parcel to Cotton Traders. The return label barcode is 34-[redacted]-03-[redacted]8-3. Please investigate and contact me at [redacted]9. I am disappointed as I paid for a service that was not fulfilled. This is my first time experiencing this, and I hope for a swift resolution. Thank you, J. Rowe

Subject: Parcel Delivery Issue Hi there, I am reaching out regarding parcel number [redacted][redacted], which has not been delivered. According to Amazon and my supplier, 'Techstore15,' Hermes is holding the parcel due to an address issue. I've tried contacting Hermes using the provided numbers, but I keep getting directed back to my supplier, creating a frustrating cycle. In a final attempt to resolve this, I kindly request a direct contact number to provide delivery instructions. The new delivery address is Broome Park Hotel and Golf Course, Canterbury Road, Barham, Kent, CT4 6QX, attention to Bruce Sanders at Broome Cottage. If delivery to the hotel is not possible, please deliver the parcel to the local pick-up office at 'A260 Canterbury Road, Barham, CT4 6EX' for collection. I want to highlight that only Hermes has had difficulty locating our address, despite it being clearly visible on maps. Providing a contact number for customers would greatly improve the delivery process. The local pick-up office is very close to us, yet the driver has not been able to find our location. I would appreciate clear communication on the steps being taken to ensure successful delivery of my parcel. Thank you for your cooperation in resolving this matter promptly.

Hello, My name is Miss Natalia Ratajczak, residing at 40 Houghton Road, Dunstable, with the postcode LU55AD. My tracking number is [redacted][redacted]. I would like to inform you that I did not receive my parcel. I was at home all day, and suddenly, I received a text from Hermes stating that the parcel was delivered to my home, with a location sent to me. Upon checking outside after receiving the text, I was unable to find the parcel. I am extremely upset as the courier did not knock on the door or leave any card. The parcel was left outside behind the bin, exposed to the rain all day. In the morning, I received a message about the courier's arrival time, and while waiting for it, the parcel was marked as delivered. I checked the specified location, but the parcel was not there. I am wondering about the responsibility and the next steps in this case. Natalia Ratajczak

I recently purchased two items from Paul Valentine and returned them via a Hermes return point at Mottram Road Stores in Stalybridge, Cheshire. Despite having a Hermes receipt (P[redacted]), Paul Valentine claims they haven't received my return. The package had a 16-digit number of 34-[redacted]-03-[redacted]8-7. Hermes and Paul Valentine have both been unhelpful in tracing my parcel's whereabouts. I've been caught in a loop between the two companies and need urgent assistance in finding my package. It is vital that Hermes tracks the parcel from collection at Mottram Road Stores to its current location. I hope for a prompt resolution to this issue as I have been trying to resolve it for weeks to no avail. Your attention to this matter is greatly appreciated. Thank you and regards, S. Walker.

I returned home to find my package left close to the road despite the delivery notification stating it was in my nonexistent porch. This careless act poses a security risk as anyone passing by could have taken it. This isn't the first time this has occurred, and I have previously lodged a complaint. The address of the incident is 8 Regent Street, Manningtree, CO11 1BL. In contrast, another delivery person, who does not work on Wednesdays, has always handled parcels responsibly by leaving a card with contact information for redelivery arrangements. This repeated negligence is unacceptable, and I urge for the responsible party to undergo additional training or be replaced with a more attentive employee.

I have already contacted you regarding a dispute, but unfortunately, I have not received any helpful assistance. Your driver left a customer's parcel in a red recycling bin without leaving a notification or card about its location. As the purpose of a bin is for rubbish, not parcels, my customer did not receive the package. Neighbors were present at the time of delivery, making this mistake even more unacceptable. As a courier service, it is your responsibility to ensure the secure delivery of parcels, which was not accomplished in this case. I have submitted a claims form, but I urgently need a resolution as both myself and my customer have been inconvenienced. Waiting for 48 hours initially, followed by another 72-hour period for investigation, only to be informed that the case cannot be resolved, is frustrating. Both myself and my customer are dissatisfied with the lack of information and the delay in resolving this issue. Your prompt assistance to resolve this matter quickly would be greatly appreciated.

I currently have a parcel out for delivery that has been attempted twice already without success. The courier did not leave a contact number for me to arrange a re-delivery. I will not be available after 11 am tomorrow. If the delivery attempt fails again, I would like to know where I can pick up my parcel. I would prefer to redirect my parcel to a MyParcelShop for immediate pickup rather than having another failed delivery attempt. Your assistance in clarifying the process for failed deliveries and potentially redirecting my parcel to a MyParcelShop would be greatly appreciated.

I got an email saying my Pretty Little Thing order was delivered at 10:09 this morning to my address at WN3 6PR, number 16 Radius. However, I did not receive the parcel. It was supposed to be left in a safe place like the letterbox, but the size of the parcel would not have fit. The delivery photo attached to the tracking number does not match my delivery address. Can you please investigate this further? My tracking reference is [redacted][redacted].

Subject: Report of Fraudulent Delivery Dear Sir/Madam, I am writing to report a fraudulent incident involving tracking number 51 [redacted][redacted] with your company. On Friday, 8th March at 4:47 pm, a delivery was made to my address by your courier service. Upon opening the package, I discovered a pair of Nike children's trainers from Lookagain.co.uk. I promptly contacted Lookagain to explain that I did not place this order nor have an account with them. They have initiated an investigation and canceled the account created under my name. Upon checking the Hermes tracking delivery online, it was noted that someone signed for the delivery. Since I personally received the parcel from the courier, I am concerned about the signature on the delivery note. I suspect fraudulent activity and request that this matter be escalated to your fraud department for investigation and resolution. Thank you for your attention to this issue. Yours sincerely, [Initials]