Hermes.com Customer Service Issues

I sent a package on January 15, [redacted], intended for S. Sievwright at 23/1 East Cromwell Street, EH6 6HD, with parcel reference number 5[redacted] 5[redacted]. Unfortunately, the package has not reached the recipient yet. Despite checking the tracking information multiple times, it still shows the package as delayed in transit. I contacted the customer service helpline and was informed on January 18, [redacted], that the package was re-routed with no further updates, and that it may be considered lost, allowing me to file a claim. They provided me with a link via email to start the claim process, but I encountered an error ([redacted]) when trying to access it. I would appreciate it if someone could investigate this matter and assist me in resolving my claim. Thank you for your attention to this issue. Best regards, S. Calder

I purchased a large furniture item from Roseland Furniture Truro, but unfortunately received the wrong item. I scheduled and paid for Hermes to pick up the incorrect item and return it on Saturday, February 5th, but Hermes did not show up, without any communication. I have been attempting to contact Hermes with no success. Could you please provide information on when Hermes will be able to collect the item in the upcoming days? Thank you, K. McMinn

My order of 'Mascotte Menthol Tubes [redacted]' is marked as delivered on Thursday, but I have not received it. While the delivery tracking shows a picture of the item, it is nowhere to be found. The delivery person updated the website indicating that the package was signed for, though I did not sign for anything. Additionally, the delivery person used the building's access code provided in the special instructions to enter but did not bring the package to apartment number 12 as my address specifies. Instead, the package was supposedly left downstairs, but upon checking, there is no sign of the item anywhere.

Hello, I need assistance with Hermes. Today, a courier came to collect a parcel. However, I missed the doorbell because I was vacuuming. My husband saw him leaving while parked down the road. Unfortunately, no collection card was left. He was described as wearing a blue coat. I couldn't leave the parcel unattended. I am struggling to contact them by phone, only encountering recordings. Could you please inform the courier not to return and I will arrange a new collection myself? The sender's name is Mrs. L. Thomas, and the collection address is 65 Whitebridges, Honiton, Devon, EX142RZ. Thank you for your assistance. Lozzer

I am extremely frustrated with the recent behavior of the Hermes courier assigned to my address. The courier, Helen, came to collect a return parcel on January 18, and her conduct was completely unacceptable. She began shouting at my husband over an issue with the return label, causing a disturbance that even woke me from my sickbed. When I tried to explain, she directed her shouting at me and I had to ask her to leave. Two days later, Helen's husband came to our door, behaving even more aggressively, resulting in damage to our property. Since then, Helen has ceased all deliveries and collections to my address, claiming that no one is home despite us being available. Despite reporting this extensively to Hermes and various companies, including J D Williams, Studio, Superdrug, and eBay, no action has been taken. I have sent over 50 emails without any resolution. This has been ongoing for 26 days now, with no response from Hermes to rectify the situation. I feel helpless as I am unable to speak to a live person through their automated phone system. This continuous negligence and misconduct must be addressed promptly to avoid tarnishing Hermes' reputation further. - J.C.

Tracking Number: [redacted][redacted] Delivery Address: Anthony Lakin Flat 2 Duffield House Town Street Duffield, Belper, Derbyshire DE56 4GD I was expecting the delivery on Saturday 13th February at 10:19am, but it did not arrive at my address. I have had good experiences with Hermes in the past. I hope that perhaps the parcel will be found when the bins are emptied tonight and someone will take it to the post office. If you discover where the courier delivered it, please let me know. Thank you, A. Lakin

Hello, an item was collected from my address on February 8th at 2:44 pm. I have CCTV footage confirming the pickup from 10 Ellis Street, Whelley, Wigan, WN13PL. The parcel was supposed to be returned to Amazon. Amazon claims the driver did not pick it up, but I have evidence showing otherwise. This situation has caused me a lot of stress and frustration. I've been in contact with Amazon for a week, trying to locate the item and get a refund. It is a £[redacted] item that has gone missing, leaving me out of pocket. The driver who picked it up is familiar with the area, and I believe this issue should be resolved promptly. I hope to hear from someone soon to address this matter before I escalate it to the police. You can reach me at [redacted]. Thank you.

I attempted to return a package to Deramores. After following the pick-up instructions, I proceeded to the payment screen which indicated a charge of £2.99. Upon entering my name, address, and Debit Card information, an error message in red appeared stating, 'Something went wrong, no payment taken.' Despite this, I attempted again only to encounter the same issue. After multiple failed attempts, I decided to log out and retry later. To my surprise, I discovered 8 transactions of £2.99 each charged by Hermes on my bank statement. It seems that despite the error message, payments were indeed processed each time I tried. I request an immediate refund of the total £23.92 mistakenly charged. Thank you for your prompt attention to this matter. Tina R.

Dear Customer Service, I am writing to file a complaint regarding a delivery experience with a HERMES courier. I would like to provide the relevant details for your reference: Buyer: Jyoti Basra Delivery Address: 59 Peartree Crescent, Derby, DE23 8RP Contact Number: [redacted]0 Parcel Details: - Origin: M & M DIRECT - Purchase Date: Friday, February 19th (Next Day Delivery) - Delivery Attempt: Saturday, February 20th, 11:47am - Tracking Number: [redacted][redacted] Complaint Summary: Despite paying for NEXT DAY delivery, the HERMES courier handling my parcel did not follow contact-less delivery protocols. The courier attempted to open my door, insisted on taking a photo with the door open, and even attempted to push the parcel through the letterbox, refusing to leave it at the doorstep. This behavior contrasts with the seamless experiences I have had with other couriers like ROYAL MAIL and DPD, who efficiently deliver packages without unnecessary contact. This inconsistency is troubling, especially given the value of the items being delivered. I implore HERMES to rectify this situation promptly by refunding me for the service I paid for and addressing the courier's conduct. Should the issue persist, I will escalate my concerns to relevant authorities for further action. Thank you for your attention to this matter. Sincerely, Jyoti Basra

Hello, I scheduled a parcel collection for February 18, [redacted]. Following a delay notification, it was rescheduled for Saturday, February 20, [redacted], which was acceptable. However, I received an email later on, stating that the return was canceled, a decision I did not make. I attempted to contact customer service via phone but was unsuccessful. I proceeded to rebook through the app, only to find out that I had to pay for shipping due to the alleged cancellation. I paid £4.92 for the return, despite the error not being mine. I kindly request a review of this matter. The parcel in question is for Dunelm with barcode [redacted][redacted]. I look forward to your response, including a potential refund offer. Thank you. Warm regards, J. H.

I am writing with deep concern regarding a parcel I sent to France on 5th February that was intended to reach my twin granddaughters by 26th February but was instead returned to me on 17th February without explanation, email, or notification. I have been trying to reach customer service through both the Call Line and Live Web chat, but after hours of frustrating attempts, I have not received any information about why the parcel was returned or if it can be resent. Any assistance in resolving this matter promptly would be greatly appreciated. Thank you. Christine B.

I have been unable to reach anyone through online chat or telephone methods. The contact number provided by Hermes only gives automated tracking details and does not offer an option to speak with a representative. The number listed on GetHuman also leads to an automated response that redirects to another phone number with similar limitations. I live in a building with a reception that closes at 5pm, so I am requesting that Hermes call me for delivery attempts to avoid missed deliveries. Unfortunately, there is no way to provide delivery instructions, designate a safe space, or arrange for redirection as the options do not apply to my situation. I have even put up signs outside my building for Hermes to contact me during delivery attempts, but they have been ignored. Other delivery companies have noticed the signs and called me in the past, but Hermes always leaves a missed delivery notice stating there was no safe space to leave the package. This has happened before, and I anticipate it will continue if not addressed.

On Wednesday, February 24, [redacted], a Receipt card No. [redacted]9 was left under a bin at the rear of our property. It was a 'sorry I missed you card' from Hermes. Despite no attempts made to contact us and nothing left at the front door, the receipt number provided does not exist. The driver claimed to have left it "under a black car," but we do not own one, and there was no black car parked in the street. It has been challenging to reach your company by phone as all numbers listed on the website appear to be disconnected since March [redacted]. We kindly request that you investigate with the delivery driver to clarify the situation since we have not received any parcel and are concerned it might be a potential scam.

I am currently in the UK and I am having trouble returning a parcel using Hermes. When I enter the requested 'brand name' on the Hermes returns page, it keeps showing "no results found". I had a dispute with the seller, processed through Paypal. Unfortunately, their emails requesting tracking details were lost in my inbox and I missed them. Consequently, they closed the case and directed me to the seller, then to the bank. The bank requires me to try to return the items for them to consider a refund. It seems the seller might also be suspicious, which could explain why I cannot find the correct name to input. I have tried various options but nothing seems to work. The online chat and phone support are automated and I cannot reach an actual person without a tracking number. I am feeling extremely frustrated as I require assistance, and the current automated systems are not helping me resolve the issue.

Last Saturday, Hermes claimed to have attempted to deliver my parcel, but I was home and received no notification. They stated they were "unable to deliver it", leaving me puzzled. I am eager to understand why the delivery failed and why there has been no communication as promised. My frustration grows as I await the new delivery date. Amazon initially assured me it would arrive last night, but later disclosed a delay without elaboration. Their recent claim of delivery today lacks confirmation from Hermes. Concerns arise as I suspect possible loss or damage to the parcel without transparent communication from the courier.

The seller arranged for Hermes to pick up my item from my home, but I did not receive a card or reference number. I am unable to contact Hermes due to the lack of a phone number or chat option. My expensive item now seems to be missing, and I feel frustrated. I want someone to take responsibility for this situation. Please address this issue without attributing it to Covid. There is a clear organizational failure, and accountability is necessary. A more effective way to communicate with Hermes is essential. I am extremely disappointed.

I am experiencing issues with your system as I have paid for the same order three times. The payment process redirects me to PayPal where I complete the transaction, but then the system fails to provide the necessary labels for my parcel. Despite receiving an email confirming the payment, I am unable to proceed with sending my parcel due to the missing labels. I am extremely dissatisfied with the lack of customer support from your company. It is nearly impossible to reach anyone for assistance, and even your automated system 'Holly' is unhelpful. I have spent hours trying to resolve this issue, all for a small fee of £2.90, which was taken without receiving the service I paid for. I have tried to contact you via email but have not received a response, which is unacceptable. I demand a refund immediately.

We have been dealing with a recurring issue of parcels being left on the public footpath in front of our property without any attempt to ring the bell. This has resulted in packages being exposed to the rain, dirty from dogs, and even going missing. Recently, a delivery agent mentioned he was required to take a photo of the parcels at the door. When we brought up our ongoing problem of parcels being left outside, he claimed to have permission to do so and showed my partner where it said on his system to leave them by the gate on the path. We have not given consent for this arrangement and would never do so. It seems like this permission may have been from a previous resident, granting authorization for any parcel to be left insecurely for anyone to see. We have tried multiple ways to contact Hermes to have this changed, but we have hit a wall of automated responses. The solution is simple - remove this instruction from our address so that the delivery agent actually rings the bell, we can answer, and collect our parcels instead of them being left outside. It's not too much to ask for deliveries to be made properly rather than just being dumped and left unattended like improper waste disposal.

Hello, I am experiencing issues with Hermes losing my parcel. It was tracking fine until it reached the central hub 12 days ago, but it hasn't moved since then. Hermes requested an additional 48 hours, but now I need to refund my customer. I am requesting a £20 refund since my parcel was insured for that amount, and it's not a banned item. I was provided with a reference number [redacted]50 for the case, but they are now unresponsive and refuse to communicate properly. When I tried to call this morning, I was on hold for 8 minutes, which I find frustrating as it only adds to the costs. I'm disappointed that Hermes is not taking action despite the clear tracking information showing that my parcel is lost at the central hub.

I got a message from Hermes stating they attempted to deliver a package today. My spouse works from home and has a clear view of our driveway and street, plus we have a doorbell camera confirming nobody showed up. I clicked the provided link to reschedule, but it directs me to pay a fee. When I called Hermes, they asked for a 16-digit tracking code, but mine is only 10 digits. I'm concerned this might be a scam. I'm eager to receive my package. The tracking number I have is [redacted]. Thank you, Tracey P.