Hermes.com Customer Service Issues

The following are issues that customers reported to GetHuman about Hermes.com customer service, archive #73. It includes a selection of 20 issues reported from December 20, 2019 until December 21, 2019. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions.

I received my first parcel from Hermes regarding JD Sports. The second parcel was sent separately. An email from Hermes stated that the second parcel was delivered successfully, but no parcel has been received, and no signature was obtained. My address is 9 Wine Street, Pontlottyn, CF81 9PH. The delivery was supposed to be at 15:09 on Wednesday. The clothing inside is worth £[redacted] and is for my son's Christmas. I need this matter resolved promptly. Thank you, Miss Donna Pritchard.

Hermes stated they delivered the parcel to my porch, which I do not have. I informed the seller, who reached out to Hermes. They informed me Hermes investigated and the courier had a statement claiming they contacted me and I confirmed receiving the package. However, I never interacted with Hermes or their courier. It appears either the seller or Hermes is not being truthful. Unfortunately, this issue remains unresolved, leaving me with a financial loss.

I was expecting a delivery to [redacted] Holland Rise, Rochdale OL12 6UA on 12/21/19. Upon returning home from work at 8:45 PM on 12/20/19, I discovered a failed delivery attempt card ([redacted]6) left at 2:57 PM. The card indicated that my parcel had been left in the bin shoot area, but upon checking and asking neighbors, I found no sign of it. I'd like to be refunded for the item and receive an explanation on why parcels are left in insecure spots without consent and not with neighbors. It would be helpful if couriers could reschedule deliveries if the customer isn't home. I prefer a phone call for a resolution, or email if necessary. Regards, A. Bunting

My parcel was scheduled for delivery between 7:00 pm and 9:00 pm today. I waited the entire evening for it, but it never arrived. Surprisingly, I later received an email stating that it was delivered at 8:52 pm and left in our porch. I can confirm that no one came to our house during that time as I have been downstairs with the blinds open to monitor for the driver's arrival. I have two young boys asleep, so I was very attentive. I am seeking assistance in locating my package. My tracking number is [redacted][redacted], and my order number with Chelsea FC is CHE-[redacted]. Any help would be appreciated.

I have not received my package again. The tracking information shows "restricted access." I have an intercom set up, and the driver can press [redacted] to reach me. This is the second time this has occurred with a different order but with the same result of no delivery. If my package is not delivered, I will have to consider closing my Amazon account and providing the reason for doing so. My address and intercom number are correct for delivery.

I purchased an item through GroupOn, and it was acknowledged as received by Hermes on Saturday, December 7th at 12:46, but I haven't received it yet or received any updates. This service level is unacceptable. I ordered the item on November 26th, well in advance of Christmas, and I anticipate receiving it by Tuesday, the 24th at the latest. I am looking forward to a prompt response to this message with a satisfactory resolution to this disappointing customer service experience.

I received an email from Hermes stating that my parcel was delivered with a signature, but I have not received it nor signed for anything. The parcel was for next-day delivery, and trying to reach Hermes has been challenging. The tracking number is [redacted][redacted]. I need help identifying and receiving my parcel. I have informed the seller and will also be contacting Police Scotland regarding the signature issue. Kind regards, Russell McAllister.

Dear Sir/Madam, I am writing to address an issue regarding the delivery process. Recently, I attempted to update the delivery address, only to be directed by the retailer to contact the courier service to make the necessary changes. This incident transpired on 18/12/[redacted], resulting in a delay that may cause me to miss receiving the package in time for my upcoming plans. I kindly request assistance in updating the delivery address, as assured to me by the retailer, JD Sports. I await your swift response. In line with Trading Standards guidelines, I aim to maintain comprehensive documentation of this matter; therefore, please respond to this email address. Sincerely, Nat H. Parcel reference number: [redacted][redacted]

I received an email from Hermes at 7:33 pm on December 20th saying a courier was allocated to me between 4 pm and 6 pm. Another email at 7:34 pm claimed the package was delivered at 2:40 pm, signed by me. I was out and had redirected my mail to my neighbors. Returning home around 4:30 pm, the tracking did not show the package with the courier, prompting me to change the delivery back to my address. I am concerned about the delivery status and the signature discrepancy. I am also requesting a refund of €60.

Good morning, My name is Mr P. Basley, and I reside at 25 Loncin Mead Avenue, New Haw, Addlestone, Surrey, KT15 3NF. Yesterday afternoon, while I was away, one of your couriers mistakenly delivered a parcel intended for Ms N. Davids at 25 Limebush Close, New Haw, Addlestone, Surrey, KT15 3LW to my address. The parcel was carelessly thrown over the garden gate and was only noticed this morning. I kindly request your assistance in arranging for the collection of the parcel from my address and its subsequent delivery to the correct recipient. Thank you for your attention to this matter. Mr P. Basley

I am having trouble tracking my parcel via the customer service helpline. Despite entering tracking number [redacted][redacted] multiple times, it keeps stating that it does not exist. The parcel was supposed to be delivered next day on Monday, December 16th at 14:28. However, the tracking information on the website shows the order was placed on Monday at 13:05 and the driver did not scan it at the parcel shop until Tuesday, December 17th. I have been trying to resolve this since Thursday but have not received any assistance. The address the parcel was supposed to go to is now closed until after Christmas. I am extremely frustrated as this delay has cost me a significant amount of money, including the next day delivery charges. I just want to know when and where I can receive my parcel, preferably before Christmas.

I received a notification that my package from Jo Malone was delivered on Friday, December 20th at 4:19 pm, and it was signed for. However, I haven't received the parcel, and the signature on the tracking does not match mine. Interestingly, Hermes informed me that the package is from Estee Lauder, not Jo Malone. I have reached out to the retailer and am currently waiting for a response. Unfortunately, it has been challenging to speak to a representative at Hermes to resolve this issue as they insist the package has been delivered, which is clearly not accurate.

I received an email notification that my parcel was delivered with a photo showing it left outside. I reside on a main road and am concerned it might have been stolen since leaving it in plain view was risky. It's frustrating losing a Christmas gift this way. I don't understand why anyone would leave a package at the front door instead of using the side garden with a gate nearby. This isn't the first time this has happened; a scooter delivery issue occurred previously. Now, I am out of £50 and missing a Christmas gift due to what seems like carelessness on the part of the delivery staff.

I received an email stating that my parcel was delivered on December 20, [redacted], at 11:45. According to the email, the parcel was placed in my blue bin and signed for, though it was not my signature. I was at home all day, no one knocked on my door, and there was no parcel left in sight. The missing item is a Christmas present that has already been paid for, and I opted for the next-day delivery service at an additional cost. Now I am short one present that was paid for, as well as the extra fee for expedited delivery.

The courier stated he attempted to deliver my package on 19/12/19 at 8:42 pm. I was home with all lights on, but he did not show up nor left a notification card. The next scheduled delivery for 20/12/19 between 5 pm and 9 pm was anticipated, I even kept the outdoor light on, but he claimed not to find my address, despite supposedly being there the day before. After receiving negative feedback about Hermes, I now have a new message mentioning delivery today between 3 pm and 7 pm. I'm not feeling optimistic; it's a Christmas gift, and the whole situation has put a damper on things due to the non-delivery.

Hello, I recently received my order, and I appreciate the delivery. However, upon checking the items listed on the delivery note, I noticed that I only received one out of the two items. I received the bedding set in king size, but the super king size bedding set seems to be missing. The order ID for reference is [redacted]-[redacted]. I am hoping to find out if the second parcel might still be on the delivery van or if it's pending delivery. Is there a way to contact the courier to inquire about the missing item? Your assistance is greatly appreciated. Thank you, Dominic.

I recently had a parcel scheduled for delivery to Argos Aylesbury on 15/12, but upon trying to collect it, it was unavailable. Additionally, a parcel intended for me was signed for at my address on 20/12, yet I was not present to receive it. I inquired with my neighbors, who confirmed they did not accept the parcel. I redirected the package to a neighbor, but the latest email stated it was delivered to my address, not my neighbors'. Can you please provide clarification on the status of both parcels? Thank you.

Hello, I sent a parcel on Tuesday, December 10th, and it has been stuck at the same tracking information ever since. The status says it is at my recipient's local sorting office. I have tried reaching out via Twitter multiple times but have not received satisfactory responses. I was directed to call a number, which only provides the parcel's location without resolving my issue. I am frustrated with this experience and will not be using this service again. I am seeking information on the whereabouts of my parcel, the expected delivery time, and why there has been a delay as the service promises a two-day delivery. My tracking number is [redacted][redacted].

I have placed an order with Bakker in Holland, and they informed me that my shipment is ready. The tracking number provided is [redacted][redacted]. Unfortunately, I realized that the house number was missing from the address shortly after ordering. Bakker instructed me to contact the shipping company once I have a tracking number to update the address. The correct address is: Mrs. B. West 2, Grove Cottages, High Road, Thornwood, Epping. CM16 6LZ I am worried that the parcel might not reach the right destination without the house number. Please let me know if it's possible to amend the address on the shipment. Thank you.

I was supposed to have a small parcel collected on Friday, December 20th, but no one showed up. Today, on the 21st, a delivery person came, but as I am disabled, I couldn't make it to the door. I informed them in person that the item was inside the porch, but they declined to open the door, leaving a "Sorry I missed you" card and driving away. The Hermes number for the service is [redacted]7. I paid £5 for this unacceptable service.