Hermes.com Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Hermes.com customer service, archive #1. It includes a selection of 20 issue(s) reported July 10, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I sent two big items worth over £[redacted] each with insurance through your service. The tracking showed both were out for delivery the same day, but only one arrived on time. The other was delayed, damaged, in different packaging, and missing items when received over a week later. The recipient refunded part of the money but withheld the rest for lost work time. This loss of almost £[redacted] is a significant setback for my budding business. I have frequently used your services in the past and hope to resolve this issue promptly.
Reported by GetHuman-harrihas on martes, 10 de julio de 2018 9:30
I work as a Hermes courier based in Gosport. I accidentally ordered two parcels instead of one and decided to return the extra one. Despite informing my field manager, the second parcel was delivered by a different courier on June 28th. I followed the instructions to return it by scanning a collection sticker and sending it back. I signed for it on the 28th, but it has since gone missing. The collection service number I have is unhelpful. I need assistance tracing the return parcel to Real Madrid Returns, PO Box [redacted], Manchester, M24 1YN, United Kingdom.
Reported by GetHuman874819 on jueves, 12 de julio de 2018 19:07
I purchased an item on eBay, and the seller initially stated they would ship it via Royal Mail, which would have been fine for me. However, they switched to Hermes without informing me. I had issues with Hermes in the past. I received a vague calling card without contact details and had trouble arranging delivery. Hermes tried to deliver without leaving a proper notice. I work long hours, and they won't accommodate my schedule for redelivery. I contacted the seller, but they are unhelpful. I'm frustrated that Hermes won't work with me to make sure I get the parcel, especially since it's a birthday gift for my son due soon. I need assistance to ensure the delivery is successful.
Reported by GetHuman-karlycoo on domingo, 5 de agosto de 2018 11:40
I am disappointed with Hermes' false delivery claims. I was informed via email that my package would arrive between 11 and 1, yet I waited the entire day without any delivery. The tracking shows it as delivered, which is inaccurate because no attempt was made. I didn't receive any notification or a delivery card. I paid for expedited shipping, eagerly waiting at home for my parcel. Unfortunately, the courier failed to make the delivery or provide an alternate time. The situation is frustrating, especially being falsely notified of delivery.
Reported by GetHuman-mollyjef on martes, 14 de agosto de 2018 18:05
Dear community, I had a scheduled pickup on Thursday, 16/08, which unfortunately did not happen. I rescheduled the pickup for Saturday, 18/08, along with an additional parcel. Despite being assured via live chat by Yashi Sharma that the parcels would be picked up between 5 and 7 pm, it once again did not occur. This marks the third time in as many weeks that this has happened, and it is becoming increasingly frustrating. There has been no sign of attempted pickups, and we have never received a card stating an attempted pickup. Considering our location, I suspect this may be a factor in the missed pickups. I urgently need these parcels collected today, or I request a refund so I can arrange an alternative courier service. The details of the parcels are as follows: Large parcel: 89-[redacted]-82-[redacted]8-0, van 82, van drop 39 Small parcel: 92-[redacted]-77-[redacted]8-4, van 77, van drop 47 Thank you for your immediate attention to this matter.
Reported by GetHuman-zboake on lunes, 20 de agosto de 2018 9:02
I placed an order for my wife's birthday weeks ago. Each day this week, a delivery slip from driver Wayne claiming it was unsafe to leave the package was left at my door. Despite contacting live chat daily to request delivery to a neighbor and providing my mobile number, nothing has been done. Today, I received an email indicating the delivery would be at 11:58, but the parcel has not arrived. This situation has been frustrating, as my wife's birthday was yesterday and was negatively impacted. Despite asking to escalate the issue to management, I have been informed it is not possible. I had to take a day off work to prevent a repeat of this issue, but the driver continues to neglect the instructions provided each day.
Reported by GetHuman-clintcol on jueves, 4 de octubre de 2018 13:59
Parcel Tracking Number: [redacted][redacted]. This week, I was expecting a delivery from Deichmann at my address. On October 3rd, I received an email stating my parcel was delivered and signed for, which did not happen. I contacted the webchat, and after explaining the situation, I was told they would investigate and get back to me within 28 hours. Unfortunately, I did not receive any updates. I followed up on October 7th, but still no response. I need my parcel or a refund of £79 as the signature does not belong to me as I was in another part of London. Could someone from Hermes please advise on how to resolve this issue? Waiting for your prompt response. Verona R.
Reported by GetHuman-verona_r on domingo, 7 de octubre de 2018 10:36
Good evening, My parcel was delivered to my home address by your company. I missed the delivery and found a note stating it was left in my recycle bin. However, due to heavy rain, the parcel was soaking wet. Upon inspecting it, I saw the seal was ripped and two items were missing. I am unsure if the items were lost during transit or before delivery. I would like assistance in resolving this issue. I suggest parcels should be left in a more secure location if the recipient is not present, rather than in a vulnerable place like a recycle bin. Thank you.
Reported by GetHuman-gemmalxx on viernes, 26 de octubre de 2018 19:10
I have reached out via email multiple times regarding an issue with my delivery, but have only received one response stating that it was resolved. I would like to reiterate my situation. I purchased bulbs from eBay that were delivered to me through your courier service. The courier marked the package as delivered, claiming I signed for it when I was actually asleep at 14:25 due to working night shifts. My partner confirmed no one visited, prompting me to review my CCTV footage from both my four cameras and two Ring devices. After monitoring the footage from 14:00 to 15:00 on October 25th, the supposed delivery time, no one approached my house. Given that no one resembling the delivery driver was present and the signature does not match mine, I am perplexed by this situation.
Reported by GetHuman1438838 on lunes, 29 de octubre de 2018 10:24
I'm experiencing issues with the delivery of my package labeled with barcode number [redacted][redacted]. Despite a scheduled delivery time between 6pm-8pm, the courier did not arrive as promised. Despite having three family members home, the courier claimed no one was there and then supposedly reattempted delivery the next morning without knocking on the door. The picture received of the package location does not match our house, leaving us unsure of its whereabouts. I kindly request your couriers to make proper delivery attempts in the future. What steps should I take next to locate my package? Thank you.
Reported by GetHuman-magdziub on sábado, 3 de noviembre de 2018 13:35
The courier signed for my parcel and left it in an unlocked porch. Despite emailing four times, I have not received any response to address my concerns. After providing my tracking number in response to one email, I have since sent it three more times without any reply. I am extremely displeased with the situation since anyone passing by could have taken the parcel due to its visibility from the street through the glass front door. Why would the courier sign for a parcel I didn't receive in person? Hermes, please respond as this marks the fifth time I have reached out to you.
Reported by GetHuman1585985 on lunes, 19 de noviembre de 2018 9:32
Hello, I'm reaching out regarding a recent delivery issue I've encountered. On the 19th of November [redacted], I was informed that my parcel was delivered, but I have not received it at my home, nor was it left with my neighbors or hidden in my garden. Despite contacting the online team, they insist it was delivered to my house, which is why I'm requesting proof of delivery and why I was not notified with a card. I seek clarification on why my package was marked as "delivered to a secure location" without any physical evidence of its whereabouts. This situation is quite frustrating, and I hope to have it resolved promptly. Additionally, I noticed that the status of my parcel has changed to return to sender, but I prefer the parcel to be delivered to me rather than sent back. Thank you for your attention to this matter.
Reported by GetHuman-shauniw on miércoles, 21 de noviembre de 2018 15:35
I have been in contact with your team on live chat for the past three days. I provided my phone number and specified the times I would be available. Despite this, the drivers have shown up at inconvenient times, disregarding my availability. Today, they claimed it was the last attempt. This miscommunication is problematic for my clothing business, causing stress, loss of earnings, and wasted time. I made various efforts to receive the parcel, including leaving work early and trying to redirect it to my workplace, but was unsuccessful. I am frustrated by the lack of adherence to simple instructions and the failure to make a phone call for coordination. Please send a driver while I am home tonight to rectify this unprofessional situation. If not resolved promptly, I will share my experience on social media to highlight this issue.
Reported by GetHuman-truecolo on miércoles, 21 de noviembre de 2018 17:09
I placed an order with boohoo on Tuesday. Yesterday, November 22nd, I received a text stating my delivery would arrive between 12-2. I eagerly awaited all day, but the tracking information later claimed a delivery attempt was made while I was home the whole time. Today, I got another text saying the delivery was on its way, but upon checking the tracking, it showed the same status. This is becoming a recurring issue as delivery attempts seem half-hearted or non-existent. I find this very frustrating, as I am not alone in experiencing this problem. When I receive a notification, I expect a genuine delivery attempt, not just a false claim of trying to deliver.
Reported by GetHuman1609611 on viernes, 23 de noviembre de 2018 13:14
Order Reference: HRM[redacted]6 I am extremely dissatisfied with the service I have received. I placed an order online and made a payment last Saturday (17/11/18). The package was supposed to be collected on Monday 19/11/18, but no one showed up within the wide window of time provided (0800h to 2000h). Trying to reach your company proved to be very difficult. After finally managing to rebook online on Tuesday evening (20/11/18) and reprint the labels, the new collection date was set for Friday 23/11/18. Once again, I wasted a whole day waiting for your company to collect the package. It is now 19:10h, and the package remains uncollected. This has caused me to lose out on potential earnings of over £[redacted]. This recurring issue has become unacceptable. I am contemplating reporting this to the Trading Standards Office due to the repeated letdowns by your company and its association with Parcels to Go. I urgently need to know when "My Hermes" will honor their contracted commitment to collect my package bound for Australia, especially since it contains Christmas gifts that need to reach their destination before the holiday season.
Reported by GetHuman-akamaure on viernes, 23 de noviembre de 2018 19:16
I made an error on the collection address when using Hermes services. After a 20-minute wait, I spoke with an advisor who said nothing could be done to correct the mistake. I am frustrated that even after providing all the necessary barcodes and reference numbers from the email, the issue could not be resolved. It seems unreasonable that Hermes cannot fix a simple address error. Due to this inconvenience, I had to make a new order and pay again for parcel drop-off. I am requesting a complete refund for my order, not a voucher, as it is unfair to charge customers for something that could have been easily corrected. Fatima Wasti 22 Sandringham Road Worcester Park Surrey KT4 8XW Order Reference: [redacted] Hermes Returns Barcode: [redacted][redacted] Original Barcode: [redacted][redacted] Order Value: £3.95
Reported by GetHuman-fmasood on lunes, 26 de noviembre de 2018 18:31
Amazon scheduled a pickup for a return on Tuesday, November 27th, but it did not happen despite waiting all day. Contacted Hermes live chat, and was assured it would be picked up by 8:00 pm, which also did not happen. Hermes attempted pickup on Wednesday the 28th and left a note for another attempt today. Would appreciate pickups after 5:30 pm, or on Saturdays or Tuesdays, as my husband is free these days. Disappointed with the lack of communication or apology for the missed pickup. Hoping for better service going forward.
Reported by GetHuman-jcuggy on jueves, 29 de noviembre de 2018 8:58
I reached out via Facebook Messenger, but regrettably did not receive a response. I was informed via email that my package would arrive on Saturday between 5-7pm. When it did not arrive, I checked the tracking to find an error, indicating a delay until the next working day. Despite waiting until 9pm on Monday, the parcel did not arrive as promised. After contacting both Boohoo and the courier, I was assured the package would be delivered on Tuesday, then Wednesday, but it still hasn't reached me. Despite multiple reassurances, the parcel has not been delivered as expected. This situation has caused significant inconvenience as the delivery is crucial for my upcoming holiday. I have spent considerable time trying to track down the parcel with no success. Your urgent assistance in resolving this matter would be greatly appreciated. Thank you. Jade. Order number: Uk[redacted]31. Tracking number: [redacted][redacted].
Reported by GetHuman-jadebett on jueves, 29 de noviembre de 2018 14:34
I attempted to return a parcel through the website but no one came to collect it as arranged. Despite speaking to customer service twice on live chat, the issue was not resolved. I was informed that the label was only valid for seven days and that I needed to cancel and rebook, but I was not given instructions on how to cancel. Feeling frustrated with the experience and lack of assistance, I plan to use Royal Mail for returns in the future. The customer service provided by Hermes has been disappointing, and the situation remains unresolved despite several attempts to communicate with them.
Reported by GetHuman1660077 on viernes, 30 de noviembre de 2018 14:19
Hello, I recently spoke with a customer service representative regarding a parcel I sent that was returned to my address because no one was available to sign for it after three delivery attempts. The tracking number for the parcel is [redacted]27, and the recipient's address is: Michele Laurens 31 Hughenden Road Hastings East Sussex TN34 3TG United Kingdom To summarize, I sold a pair of leather cowboy boots on eBay and used Hermes signed-for delivery. The buyer missed the delivery attempts, leading to the boots being returned. I offered a refund minus postage, but the buyer is now requesting that I cover the postage costs, claiming Hermes did not attempt delivery and left no calling cards. The tracking information shows three delivery attempts were made, contradicting the buyer's claims. Despite providing tracking details to eBay, they require Hermes proof to close the case. Unfortunately, I lost the original Hermes receipt. I have shared screenshots of the tracking history, but eBay wants access to Hermes' tracking system. Could you assist me in providing the necessary proof to eBay? Alternatively, do you have a record of our previous conversation regarding this issue with Hermes? Thank you for your assistance. Kind regards, Annie300_10
Reported by GetHuman-anniejud on domingo, 2 de diciembre de 2018 9:58

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