Hermes.com Customer Service Issues

Archive 34

The following are issues that customers reported to GetHuman about Hermes.com customer service, archive #34. It includes a selection of 20 issue(s) reported November 25, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Dear Support Team, I am contacting you regarding a delivery issue with parcel tracking number [redacted][redacted]. The correct delivery address for this parcel is 17 Greenways, Wrexham LL13 8JL. It seems there was a mix-up because the driver mistakenly delivered the package to 17 Braeside instead of 17 Greenways. This has resulted in a false signature confirming delivery at the incorrect address. I urgently request your assistance in resolving this matter promptly as the delivery seems to have been received under false pretences. The intended recipient of the parcel is my son - Rhys Griffiths, and the current proof of delivery does not match anyone residing at 17 Greenways. Thank you for your prompt attention to this issue. Sincerely, Matt Griffiths
Reported by GetHuman-mattygri on lundi 25 novembre 2019 13:31
Today, a 3rd Party delivery person working with Hermes dropped off a parcel at my workplace without getting a signature or using the security system. When he returned with another parcel, the security team confronted him about this behavior, but he denied it until they mentioned having footage of the incident. He then insulted the security team and left. I am disappointed by this unprofessional conduct and believe Hermes should provide better training for their 3rd party drivers on how to handle deliveries properly and interact professionally with others.
Reported by GetHuman3991334 on lundi 25 novembre 2019 14:00
Hello, I have made numerous attempts to reach out to you without any luck. I am inquiring about the whereabouts of a parcel I returned to a Hermes ParcelShop in Cardenden on November 14th. I was given a blue card as proof of return to Yours Clothing, but apparently, they haven't received it. Your previous messages advised me to contact Hermes, but their number provided seems to be incorrect. The reference number on the card is P[redacted]. When trying to track it on your website, it states that numbers beginning with P cannot be traced. I am very frustrated as I've tried multiple times to resolve this by reaching out, with no success. It is disheartening that I cannot get through to Hermes despite my efforts. This situation is quite exasperating. Thank you, Helen C.
Reported by GetHuman-neilhele on lundi 25 novembre 2019 16:40
I am experiencing an issue with a parcel collection service from Hermes. I scheduled a parcel pickup for November 22nd, but Hermes failed to collect it. After a live chat with a representative on November 23rd, I was informed that the customer supposedly changed their mind, which was not true as I had clearly marked the parcel for collection. Despite my efforts to have another courier pick up the parcel for a birthday gift, Hermes did not send anyone and only promised to address the issue within 3 days, which has not happened. I am disappointed with the service as I have used Hermes without issues before. I am requesting a refund for the service not provided and have decided to send packages through Royal Mail in the future for reliability.
Reported by GetHuman-famelam on mardi 26 novembre 2019 11:00
Subject: Delivery Complaints - Card Number [[redacted]5] I have encountered repeated issues with failed deliveries and lack of response from your customer service team. Despite engaging in a 'live chat' session where I was promised a reply within 28 hours, I am yet to receive any follow-up. The online delivery service you offer falls short of expectations, especially when it comes to addressing customer concerns. The reliance on a chatbot system makes it challenging to escalate problems or have a meaningful conversation with a representative. Regarding my specific complaint, I received three failed delivery cards in a row last week. Despite arranging for the parcel to be left with my neighbor through your website, the items were not delivered as requested. After several failed attempts to rectify the situation through your online platform, I was finally able to engage in a live chat that has not yielded any resolution yet. I am requesting immediate delivery of my parcel and better training for your delivery staff to ensure proper handling of future deliveries. I also urge you to review and improve your internal communication systems to avoid similar issues in the future. I look forward to your prompt response to address these concerns. Sincerely, M. H.
Reported by GetHuman-plinkpl on mardi 26 novembre 2019 13:06
Dear Customer Service, I have been attempting to reach out to myhermes for assistance but have encountered challenges with the provided contact number and lack of alternative options on the website. I am currently facing an issue with returning items to QVC. After using the QVC return option on the website, I discovered that the returns address is inaccurate and have attached the labels to this correspondence. Despite my efforts to contact myhermes, I have not been successful. I have already contacted QVC, who have acknowledged the mistake and arranged for the collection of the parcels. In light of these circumstances, I request the cancellation of my order and refunds for the returns. I hope to receive confirmation of the cancellation of the pick-ups and the refund process promptly. Sincerely,
Reported by GetHuman-sandge on mardi 26 novembre 2019 13:44
Hello everyone, I am reaching out because I have yet to receive my package. Despite the tracking information showing it has been delivered and signed for, I have not personally signed for it. My usual signature includes my full name, and the one on file does not match. This situation is concerning as it reflects poorly on the service provided. I understand I missed the initial delivery attempt, but I expect the parcel to be returned to the depot with clear instructions for me to collect it. My attempts to contact customer service through chat or phone have been unsuccessful. Please prioritize resolving this issue promptly as I urgently need the contents of the package. I have thoroughly checked with my neighbors, and none of them received the item either. I look forward to a swift resolution and kindly request you to reach out to me via email or at [redacted]5 for any necessary communication. Thank you.
Reported by GetHuman3997813 on mardi 26 novembre 2019 16:10
Yesterday, on the 25th of November around 7:00 p.m., I received a package from Kaleidoscope catalogue, sent by your company. Unfortunately, my husband mistakenly gave the courier a parcel that was meant for collection at my local shop using Collect Plus. I have already emailed your team about this issue, but I have not received a response yet on how I can have the parcel redirected correctly. My details are as follows: Mrs. Carol Thompson, 18 Charlton Walk, Gateshead, NE8 2HH. The courier, named Mark, usually provides a receipt upon pickup, but since this was not a scheduled pickup, no receipt was given. Mark mentioned dropping off a receipt later, but that has not occurred yet. Can you please assist me in retrieving the parcel? Thank you. Carol Thompson
Reported by GetHuman3998239 on mardi 26 novembre 2019 17:26
I returned a package to Amazon via a pick-up at my local Premier Shop in Allestree, Derby. I provided the bar code on my receipt and the 16-digit Hermes code. The package was dropped off at the shop on 8 November and collected by Hermes, as confirmed on their website. However, after over two weeks, there is no update on the return status with Amazon. Could you please look into this matter and provide me with an update on the current status of the return? Thank you.
Reported by GetHuman4001524 on mercredi 27 novembre 2019 10:19
I received an email from Hermes on the 21st, notifying me that my parcel was on its way. On the 26th, I received another email stating that the package had been delivered and signed for at 18:55. However, upon checking, I couldn't find the parcel outside my door. I even checked with all my neighbors in the flats, and no one had signed for it or received it. This was a pricey Christmas gift worth £[redacted], and I am unsure where it has been delivered or who signed for it. I would like an explanation for the delivery mishap and request a refund for the lost item.
Reported by GetHuman-liz_dunk on mercredi 27 novembre 2019 13:17
Some time ago, I encountered difficulties logging into my e-collectica account due to a password recognition issue. Despite changing it, the problem persisted, leading me to create a new account under the email sargon2nd for sending a parcel. However, this account also faced password recognition troubles upon subsequent use. Today, attempting to utilize my e-collectica account again to send a parcel, the issue lingers, even after resetting the password on two occasions. Consequently, I created another account under the email flightlesswonder. I would appreciate it if you could investigate and rectify the ongoing problem with my e-collectica account, as it is the preferred one I wish to use. Thank you.
Reported by GetHuman-ecollec on mercredi 27 novembre 2019 13:39
I was expecting two parcels on Wednesday 27 November from Freeman's and Medicare Animal with tracking number [redacted][redacted]. Freeman's parcel was delivered successfully by Daniel at 4:12 pm. However, Medicare parcel [redacted][redacted], supposedly delivered at 4:20 pm, never arrived, and the signature does not match mine. I had my living room door open as Daniel can confirm, and no courier came at 4:20. This missing parcel contains dog treatment urgently needed by 30 November. Please investigate and resolve this issue promptly. I await your email tomorrow with an update on the situation. I will contact Pet Supermarket, the sender, who arranged next day delivery. Thank you in advance for your assistance. Email me with any information at [redacted].
Reported by GetHuman4003512 on mercredi 27 novembre 2019 18:16
Subject: Request Regarding Delivery Procedure Dear Hermes Customer Care, I am writing to kindly request that your delivery personnel refrain from sliding packages under the gate when delivering items in my gated community. To enter, one simply needs to press the appropriate property button, and the resident will grant access or direct the delivery accordingly. Unfortunately, a recent delivery was left outside and could have been damaged by passing vehicles. Fortunately, my neighbor intercepted the package and delivered it to me. This is not the first time this has occurred. Thank you for your attention to this matter. Sincerely, Pauline Curzon
Reported by GetHuman-nebbiec on jeudi 28 novembre 2019 00:34
Subject: Parcel Delivery Feedback Hello Hermes Customer Care, I am contacting you regarding tracking number [redacted][redacted]. Can you please instruct your delivery staff not to slide parcels under the gate upon delivery? I reside in a gated community where access is through an intercom system. The usual procedure is to press a button, speak to the resident, and have the gate opened to receive packages. Unfortunately, the delivery person recently left a package under the gate, risking it being damaged by passing vehicles. Luckily, a neighbor noticed and brought it to me. This is not the first time this has occurred. Thank you for your attention to this matter. Best Regards, Mrs. P. Curzon --- Dear Mrs. Pauline Curzon, Your 4PX parcel is currently in the possession of our local Hermes courier for delivery and is expected to arrive today between 12pm and 2pm at 1 Spire Mews, 6A Swinegate. You can track and manage your parcel easily through our app. If you need any assistance with your delivery, feel free to contact us through our Self-Service Help Centre. Please note, the recipient's signature does not match anyone at your address. Sincerely, Hermes
Reported by GetHuman-nebbiec on jeudi 28 novembre 2019 00:42
I dropped off a parcel at a Hermes location on November 11th, and it still hasn't reached its destination. The tracking number is [redacted][redacted] for Store Costcutters Ecclesall Road Sheffield S11 8PF. I paid for the postage, but I have been unable to get any assistance after multiple attempts to contact them. The information on the Hermes site is confusing, with one saying it's been delivered and another only stating that it was sorted at the Regional Depot. The latest update from November 19th says, "We've received your parcel at the parcel shop and it's on its way." This was meant to be my grandson's birthday present. - Ron Hey
Reported by GetHuman-rbhey on jeudi 28 novembre 2019 12:12
I've experienced three failed deliveries in just over a week from HERMES. They claim the parcels were delivered but there have been cases of forged signatures and delivery photos showing my package in the wrong location, at someone else's doorstep. Despite clear house numbers and a location map at the entrance, the driver seems unable or unwilling to locate the correct address. HERMES lacks phone, email, or postal contact information on their website, making it impossible to resolve issues. Customer service is inadequate, with automated responses and no real assistance available. How can I ensure HERMES improves their local delivery service and addresses these ongoing problems?
Reported by GetHuman4007651 on jeudi 28 novembre 2019 16:54
I am reaching out about my recent parcel delivery experience with reference P2G[redacted]7. Despite being present for all previous collection attempts, the parcel was only picked up on the third try. I ensured it was securely packed with ample cushioning and labeled correctly as per guidelines. Upon arrival at your depot, I noticed a "Problem - parcel query" status, which was concerning as the delivery timeline had already lapsed. Subsequent tracking updates indicated the parcel had been "damaged/destroyed" without any accompanying explanation. The contents of the parcel are valuable to me as they hold sentimental value as a family heirloom, intended for restoration. I kindly request prompt return of the parcel, a full refund for the delivery charge, and reimbursement for packaging costs. Please contact me via email at [redacted] for further assistance.
Reported by GetHuman-rgadsden on jeudi 28 novembre 2019 17:01
I have not received my package, but the company claims it has been signed for. The package was neither signed for nor received by me or anyone in my household. I am unable to speak to a person as all the numbers I call are automated and disconnect me. I am extremely frustrated with De Suenos Ltd insisting the package was signed for. Hermes is incredibly unprofessional. I demand my package or a refund promptly as the items were gifts - two bedding sets. They have not been delivered here. I have provided the company, Hermes, and eBay with a photo of my signature to show the one they sent does not match. Please assist me. I am overwhelmed with constant emails and calls that lead to no resolution.
Reported by GetHuman-kerrypar on jeudi 28 novembre 2019 18:02
I recently had an unfortunate experience with one of your delivery drivers. Today, a parcel that was meant for 23 Culpepper Road, Gillingham, was mistakenly delivered to me at 37 Culpepper Road. I had to chase the driver down the street to rectify the error as I reside at number 37. Subsequently, I received a notification claiming that my parcel had been delivered and signed for by me, even though I did not receive it nor sign for any package. I attempted to contact your customer service by phone but found it challenging to reach a resolution. The whole ordeal has been frustrating, and it has left me dissatisfied with the service. The courier seemed disorganized and inept at his job, making it impossible to communicate effectively. I am still missing my parcel, and the situation remains unresolved. If this matter is not sorted out promptly, I will have to share my negative experience on social media. Name: I. Craig Address: 37 Culpepper Road, Gillingham, Kent, ME8 9RY Tracking Reference: [redacted][redacted]
Reported by GetHuman-ilenecra on jeudi 28 novembre 2019 18:16
I recently purchased a fragrance from Amazon and was informed that Hermes would deliver it. However, I received an email stating the parcel with Tracking No: [redacted][redacted] was delivered and signed for by me at 16:55 on November 22, [redacted]. I wasn't home then, and upon reviewing my CCTV footage, I discovered that the delivery person signed for me, left the parcel at my doorstep, and it subsequently went missing, likely stolen. I've made several attempts to contact your company, reported the incident on Resolver, and tried calling without any success in reaching a resolution. I'm requesting compensation for the lost/stolen parcel. I eagerly await a prompt response. Thank you, Victoria C.
Reported by GetHuman4007956 on jeudi 28 novembre 2019 18:20

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