Hermes.com Customer Service Issues

Tracking Number: [redacted][redacted] I bought an item from an eBay seller in Birmingham. I paid Hermes for shipping to bring it to Plymouth. Despite providing the accurate parcel information given by the seller (90x60x60 and under 15kgs) and paying £12.08 for insurance, Hermes failed to collect the parcel on two scheduled dates. The seller eventually took it to a local Hermes agent, and upon arrival at my home, the box had burst open and some items were missing. After a lengthy phone call with Hermes, they claim to have located the missing items but have not confirmed yet. Today, I received an unexpected invoice from Hermes for £10.80, stating the parcel exceeded their specifications. The overall service from Hermes has been disappointing. Being asked for additional payment is unacceptable - they should be compensating me instead. Navigating their website is challenging, making it difficult for me to raise my concerns directly. Any advice or insights would be greatly appreciated. Thank you.

I purchased a desk from Amazon through a third-party seller. The seller used Hermes for the delivery with tracking number [redacted][redacted]. The tracking information states that the desk was delivered and signed for on Monday, April 6th, but it was not delivered to my address in DE742FP, Kegworth, Derby. Instead, it ended up in TETCHAM, near London, which is [redacted] miles away. I am concerned about who signed for my order as it should only have been signed by the receiver who placed the order. I plan to file complaints against Hermes and the Amazon seller for this mix-up and am seeking a refund for my loss.

I recently made an online purchase, and based on the tracking details screenshot I received on my phone, I noticed that the sender only included part of my address on the delivery label. They missed out the post town and postcode. The item was picked up from Wiltshire on Friday, 26th March, and it appears to still be in the same initial storage location. I'm concerned about this incomplete address causing a delay in the delivery process. Could you please guide me on how I can rectify this situation? Thank you, J. Baker.

I purchased a label for the 2-10 service, expecting full coverage for any loss. The courier attempted delivery to a business address on a Saturday without leaving a notification. Subsequently, my package sat at the depot, leading to no further delivery attempts. After tracking ceased, it was declared lost. The box, visibly marked with my return address, contained a heavy TV. Despite submitting a claim form, I was informed they would not provide compensation due to the item being a TV. I had to refund the eBay buyer £30 due to them receiving a non-delivery email. Moreover, the courier disclosed information to the buyer in breach of data protection regulations. I have tried contacting the CEO via email without any response. I am seeking compensation for my loss.

Subject: Issue with Parcel Collection I am inquiring about tracking number [redacted][redacted]. The parcel was supposed to be delivered to the collection shop, but they claim they do not have it. The tracking information states that the parcel is ready for collection at the shop. However, my attempts to contact your customer service have been unsuccessful. Could you please clarify the status of the parcel? Alternatively, could the parcel be delivered directly to my home address for convenience? My details are as follows: Mr A Upadhyaya [redacted] Bawdsey Ave Ilford Essex IG27TJ Thank you for your assistance. Best Regards, Ajay Upadhyaya

I checked the online tracking tool and it indicated that the parcel delivery attempt was made, but I was at the address the entire day (06:00 - 19:00) and no one tried to deliver a parcel. There was no card left for redelivery instructions either. Additionally, the time details seem incorrect as I received the notification at 18:11 mentioning a delivery attempt at 19:11, which is one hour later. The online tool is not helpful, the email option appears unavailable, and calling the automated number provided offers limited assistance. I tried calling the number provided but it didn't connect.

On Saturday, March 28th, I received an update on my tracking indicating that my parcel has been delayed by 24 hours. Despite multiple emails sent, I have not been able to reach anyone regarding this issue and no one has contacted me. I decided to reorder the item, and unfortunately, the same issue occurred with that parcel as well. I have spent over £[redacted] on both items, and they seem to have been lost or stolen. I have previously used Hermes for smaller items without any problems. It is concerning that both of my recent orders have gone missing. The retailer I purchased the items from is now closed, making it impossible to obtain a refund. I am Carly M., residing at 15 Rawlence Road, SP2 9DU. I would like to know the status of my items and why they are still delayed.

While attempting to send a parcel, I usually rely on the local shop's print and send machine operated by Hermes. Unfortunately, the pay in-store option on the machine is disabled, necessitating online payment beforehand. After ordering a label, I anticipated a 6-digit or QR code but received only a confirmation email and a printable label, posing an issue as I lack a printer. Efforts to contact Hermes revealed a phone number, albeit costly due to [redacted] charges and the extended wait time that drained my credit. My quest for guidance on obtaining the necessary code led me to seek answers online, eventually encountering Hermes' bot, Holly. Sadly, Holly's functionality fell short as it repeatedly requested a 16-digit code I did not possess, leaving me in an unproductive loop. I remain determined to secure the vital QR or 6-digit code to print the labels and dispatch my sold items efficiently through Hermes.

I was expecting a parcel scheduled for delivery on April 10th at 1:56 pm. However, it has not arrived, and I have not signed for it. When trying to track the item, the website only shows it as delivered without providing any details like the signature. My postcode does not match the tracking information. I have been unable to reach anyone at Hermes as their phone lines are not responsive, and emails go unanswered. I am looking to resolve this issue and receive my parcel promptly.

It has been 20 days since Hermes picked up the parcel from the eBay seller's address. There has been no delivery or contact. I have tracked the parcel around 20 times, but all I see is "Dispatched" with no further updates. Around 12 days ago, they mentioned a "serious fault at the last scan," but since then, there have been no updates or communication. As a long-time customer of Hermes, I am extremely disappointed with the service. I plan to escalate this matter to Trading Standards and the Ombudsman as it is unfair treatment. It has now been 30 days, and the parcel still hasn't been delivered. The eBay seller who originally had the parcel collected from his home has contacted Parcel2Go, who arranged the collection with Hermes. Parcel2Go has informed him that they contacted Hermes, who claim they cannot locate the parcel. Despite multiple attempts to contact Hermes and Parcel2Go, there has been no resolution. Additionally, PayPal is withholding the £[redacted] I paid for the parcel, and I am unsure how to get this refunded back into our bank account. I am extremely frustrated with the whole situation. - A.

I was informed of a missed delivery attempt on April 15th but no one came back the next day as promised. I have not received any further updates regarding my parcel. Could you please confirm the new delivery date? My tracking number is: [redacted][redacted]. I tried using the online service and calling the contact number but was unable to speak with a representative. It would be helpful if the phone system could connect me to an advisor. Since I live in a flat with no external letterbox and have an electronic door, no delivery card was left behind. The delivery postcode is: S64 0PM. The tracking number again for reference is: [redacted][redacted]. Thank you. Maureen W.

I was informed of an attempted delivery of my parcel on Wednesday, the 15th of May. I received notice by email stating that no one was available, and a follow-up attempt would occur on the next working day. Although Thursday, the 16th of May came, no delivery was made. My efforts to seek assistance via the online chat with Holly and over the phone have been unfruitful. I am left without any additional information and have not been connected to a live operator. Please provide clarity on the expected delivery date for my package. The Tracking Number is [redacted][redacted], and the postal code is S64 0BZ.

I received the following email: Last scanned date: Sat, 18 Apr [redacted] Package location: Dispatch status: Delivered Postage carrier: Hermes Tracking number: [redacted][redacted] Delivery message: Left securely in porch I want to report that the information in the email is inaccurate. Despite the message stating that the parcel was left securely in the porch, neither I nor my son received any package. This is the third incident this week where Hermes has provided false information. One package arrived a day after the delivery notification, the second one has still not arrived 24 hours later, and now this one is missing. It's concerning that there seem to be repeated issues. We appreciate your hard work, but it's crucial to ensure accurate deliveries. I kindly request assistance in locating both my parcel and my daughter's, supposedly delivered on the 18th but not received. Thank you, Caroline.

I had a disappointing experience with the Hermes delivery service today. I received a message claiming my awaited item, a tin of paint with item number [redacted][redacted], had been delivered. However, I was home all day and knew it had not arrived. After checking the tracking, I was surprised to see it was signed for. Later, a friend informed me of a social media message asking me to pick up a parcel at their address. Thanks to a neighbor's alert, I discovered the package had mistakenly been delivered to [redacted] instead of my address, [redacted], and no one resided there. The neighbor helped me retrieve the parcel, showing discrepancies in the delivery notifications. David.

We arranged for the return of 2 sets of double pack sun loungers, Hermes scheduled a collection for yesterday (23/4/20). A female courier came in the morning, but she deemed the parcels too large and left promising to send someone else. Each parcel is under 120cm and 11 kilos, meeting Hermes' limits for size and weight. Despite being home, Hermes claims they attempted pickup and no one was present, which is incorrect as we saw the courier. Attempts to contact Hermes only lead to their automated system. We are unsure if a new pickup has been scheduled and seek a resolution for this issue. Our returns number is [redacted]78.

I received a text stating my laptop was to be delivered on April 22nd in the morning. While waiting, another message arrived saying the laptop had been delivered and signed for, which was not the case. I've been trying to reach out, suspecting a possible delivery error or even theft. I have evidence of the text claiming delivery. This situation is concerning as it's the third missing laptop lately. Your prompt attention to this matter is appreciated. Contact me at my home number [redacted] or on my mobile [redacted]. Address: 21 Merton Crescent, Portchester, Fareham, Hants, PO169N. Thank you for your assistance. Kind regards, MCP.

Today, I received a message informing me that two parcels would be delivered between 11am and 1pm. To my surprise, the Hermes app indicated that the parcels had been marked as delivered and signed for at 12:15, without anyone knocking or ringing the doorbell. The items, totaling over £[redacted], were left visibly on my doorstep. I am concerned about the lack of security measures taken and what would have happened if they were stolen. I fear the process to get them replaced would have been challenging. This is not my first negative experience with Hermes delivery services, and I have alerted the retailers. Unfortunately, it is difficult to reach Hermes for assistance, further adding to my frustration. I would appreciate a response and explanation regarding this matter.

I have experienced an issue with Hermes delivery service regarding an order from Debenhams. Hermes mistakenly provided me with a photo showing the parcel on a porch that is not mine. The door, tiles, and mat in the picture do not match my address. I am eager to receive my awaited parcel promptly at my correct address.

Tracking ID: [redacted][redacted] I recently received another delivery, and I have raised a concern about your delivery driver's behavior. Despite my complaint, this time his brother made the delivery. I have a recording of the brother mentioning that I was rude to him. I explained that he had harassed my children by yelling at them, making me uncomfortable. The brother lingered at my doorstep, which was unsettling. I expect professionalism from your delivery team, and I'm disappointed in how this situation was handled. I've already lodged a complaint and await a response. I feel uneasy about future deliveries from the same individuals. I emphasized in my previous complaint that deliveries should be left at my door while I'm home for safety reasons. I urge you to address this issue promptly as it's impacting my peace of mind. Kindly investigate and resolve this matter to ensure a smooth delivery experience in the future.

I had a parcel collected from my home address on April 11th. The tracking information shows it arrived at the warehouse on April 14th and has not been updated since. I tried using Resolver without success, and Hermes is not addressing the issue properly. They requested my email again, although they should already have it. I followed their suggested channels for information and spent an hour on hold. I am feeling incredibly frustrated by this situation. Tracking Number: [redacted][redacted] Thank you for your assistance. Regards, Cheryl B.