Hermes.com Customer Service Issues

I am seeking assistance regarding tracking a parcel that was marked as undelivered though I was home. Despite no calling card being left, Hermes offers no traceability options. The international call center directed me to a nonexistent live chat service. I am out of pocket and have not received any updates on my parcel. I am desperate to locate my package, speak with a representative, and understand why there have been no further delivery attempts or communication after three days. I am feeling frustrated and have sought guidance from trading standards on my rights in this situation. Both the retailer and Hermes are unresponsive, and my emails remain unanswered. The tracking number is [redacted][redacted]. I feel hopeless and am considering legal action due to the lack of progress in resolving this issue.

I placed an order on the 8th of May, with a delivery due on the 11th of May. On the 15th of May at 8:17 a.m., it was out for delivery in City, GB. However, there were delays at 11:04 a.m. and 12:04 p.m. due to external factors. This was supposed to be resolved within 24 hours, but the status hasn't changed. Amazon confirmed a late delivery date of the 25th of May after contacting Hermes. Despite Amazon suggesting a refund due to being out of stock, all I want is to receive my package. I am seeking assistance in resolving this issue promptly to ensure the package is delivered as soon as possible.

I recently received the Repose overlay mattress on the 7th of May, which is crucial for my health. Unfortunately, it was lost in transit. After the sender filed a claim on the 17th of May, the mattress mysteriously appeared at the Plymouth depot on the 18th of May. It has been sitting there since. This marks the third time a parcel has been lost from this particular depot. If I am forced to purchase a new mattress at four times the price, I will pursue legal action in small claims court to recover the difference and seek compensation for the added stress and increased pain levels experienced due to the current overlay mattress deflating. I intend to send a formal complaint letter to the Head Office regarding this matter.

I recently received an email from Hermes stating that they delivered my parcel on Monday, May 25th at 21:07 and left it in my porch. However, upon checking, the parcel was nowhere to be found, and my porch is always locked, so they couldn't have left it there. The tracking number provided only confirms that the parcel has been delivered without addressing the issue. Despite explaining this to the online representative, "Holly," they insist that the system shows it has been delivered. Given past incidents of misdelivered items in my area, including one where I mistakenly delivered a parcel to a wrong address, I suspect a similar error has occurred with my current delivery. Many neighbors in my vicinity have also expressed dissatisfaction with Hermes deliveries. I have contacted both Hermes and Boden regarding this issue and hope they can investigate and resolve this matter promptly.

I am Adam Balding residing at 21A Alexander Street, Southend-on-Sea, SS1 1BX. I received a note stating that there were delivery attempts on May 27th and 28th. However, I was available, and there are feasible options for leaving parcels. There's a large open window close to my door where they usually serve food, and it's always open. The delivery person marked it as unsafe, which I disagree with. I have not received the parcel, and I don't have information on the next delivery attempt. The barcode numbers provided are [redacted]2 and [redacted]1. My contact number is [redacted]7.

Regarding my parcel with tracking number [redacted][redacted], the tracking history indicated delivery was refused on May 18th at 9:35 pm and requested to be returned to the sender. However, I did not ask for this, and the parcel never arrived at my address. The seller says it was posted on the 15th of May. I have been in touch with the seller and did not refuse delivery. On the 21st of May, the tracking said it was on its way, but I never received it. I'm concerned about this issue as the sender has not received the parcel back. Additionally, I had another package left on my doorstep without any notification, risking it being stolen. This is not the first time I have had issues with deliveries. I would appreciate prompt investigation and resolution of these matters. Thank you. Anne M.

I'm currently home all the time and recently made a purchase on eBay for books. The seller used Hermes delivery services to send the books to me. However, despite the tracking showing that the books were delivered and signed for, I never received them. I've been attempting to reach out to Hermes through their website, but have only been met with automated responses, not getting the chance to speak with a real person. I simply want the books that I ordered, not concerned about any refund. Two weeks ago, a Hermes employee called me to explain that the parcel was mistakenly delivered to a location quite far from me and mentioned arranging for the courier to retrieve it and send it to the correct address. Unfortunately, it has been two weeks and the issue remains unresolved.

I have encountered a problem with the delivery of my parcel from White Stuff that was supposed to be delivered overnight. According to Hermes feedback, the courier reported a delivery access issue at 3:39 pm. However, I was at home on a main road in Derby the entire day, anticipating the delivery within the 2 pm - 4 pm timeframe. I received a message claiming delivery couldn't be completed due to access issues, which is inaccurate. I paid extra for the overnight delivery service, which hasn't been met. I would appreciate knowing when the parcel will now be delivered.

I shipped 10 parcels on May 29th and 9 parcels on June 1st via Hermes. They notified me of a delay due to technical issues. Despite attempts to track the parcels, I've been unsuccessful, causing dissatisfaction among customers. Receipt details: May 29th parcels (P[redacted]), June 1st parcels (P[redacted]). Seeking assistance to locate the parcels. Thank you, Jenny. Hello, I'm updating on the 19 undelivered parcels. Last week, Hermes informed me they were en route after being hand-sorted. Yet, they remain in the same locations. Some parcels are locally stuck since May 29th, others at various hubs since June 4th. Hermes claimed to have delivered two parcels today, which customers denied, seeking refunds. The lack of communication is unfair and disappointing. The situation remains unresolved as of June 10th. I urge Hermes to improve accountability, follow tighter regulations, and address this promptly. Please provide direct human support rather than automated replies. Your cooperation is appreciated. Jenny

Hello, on Saturday, June 6, [redacted], I reached out to you for advice regarding Hermes parcel delivery. From May 29 to June 1, I dropped off 19 parcels at the Hermes shop. After a few days, I received an email about a technical issue with labeling and was told to update my customers. Since the 29th, all 19 parcels haven't been delivered yet. I contacted you yesterday as advised, but Hermes didn't answer the phone. Later, Hermes emailed me saying my parcels were being sorted and on their way. However, when I checked, all parcels were still in the same place as on the 29th. Can you please assist in resolving this? I'd appreciate Hermes delivering my parcels promptly. We all pay for these services and expect better. Thank you, Jenny.

I am having trouble canceling an order and rebooking a collection due to difficulties with the system. I have been attempting to reach customer service for over three days without success, only encountering automated responses. The phone line disconnects after a lengthy wait, and there is no available email contact. I am frustrated with the lack of human support and find the customer service inadequate. Despite the promptness in notifying me about slight parcel weight overages, the system is impractical and infuriating to navigate. It seems impossible to resolve issues without human interaction. I have been attempting to cancel the collection for five days to no avail. The courier was unable to assist, while the system continues to display errors preventing cancellation. I am extremely dissatisfied with Hermes's customer service experience.

I received two parcels from Hermes that were severely damaged. Despite submitting pictures and details through their BOT chat and receiving reference numbers, I have not heard back regarding my claims. The BOT chat mentioned a response within 24 hours, but I have yet to receive any updates. One of my items was rejected from the claim due to its content, and there has been no response regarding the other item. I am seeking full reimbursement for the damages as these items are irreplaceable for my eBay buyers. Even though I had taken precautions to insure my items, I had to refund my buyers for the damage caused by Hermes.

I made a purchase from Footlocker on May 28th for an item that was supposed to arrive on June 4th. Unfortunately, the delivery has been delayed seven times for 24-hour periods and sometimes even longer. The tracking information kept resetting without any progress. I checked this morning and it showed the parcel was in transit to the courier, but when I tried to track it later, the tracking number was not found in Hermes' system. This is frustrating as this was an expensive item. I am disappointed with the lack of customer service options like phone support or live chat, especially during COVID-19 delays. I just want to receive what I paid for and it's disheartening to experience such poor service from a company.

I sent a River Island gift to my granddaughter for her birthday. Hermes has been emailing me daily assuring me that the parcel will be delivered, but it hasn't arrived yet. One of the drivers called me, looking for the house but with the wrong postcode. This confusion caused the parcel not to be delivered. Even after correcting the address, the issue persists. The parcel consignment number is [redacted] and the correct address is 11 Holyoake Street, Droylsden, Manchester M43 7HY, intended for Olivia Pietsch. The error of the postcode being M34 instead of M43 seems to be the root of the problem, but it was not on my end. I'm hopeful someone can assist in resolving this.-Zsuzsa Bella

I made a booking to send a parcel that required a signature. The tracking number for the parcel is [redacted][redacted]. The carrier collected it at 12:31 PM on Saturday, May 30th, and confirmed it in the system, leaving receipt docket No. [redacted]4. The tracking system initially showed the status as 'Collected by courier.' However, I received an email from Hermes on June 2nd, stating that there was a system failure affecting a batch of barcodes, including mine, causing delays. Subsequently, I received another email assuring me that the issue was resolved and asking for patience while locating the parcel. Despite attempting to contact Hermes via phone and encountering automated responses, I have been unable to speak with a human representative. Unfortunately, the tracking page now has an option to report the parcel as missing, but the corresponding page is unavailable. I am currently offering a full refund to my buyer due to the situation, awaiting resolution to retrieve the parcel containing a nail gun worth over £90. Hermes has acknowledged their error in writing, giving me hope for a resolution. I have attempted to reach them at the updated number 0[redacted], but the call disconnects immediately without ringing. Sincerely, David Shuttleworth

My package was handed to Hermes on June 10th, and I received an update on that day. However, there has been no communication since then. The expected delivery date has passed, and the tracking information shows that the package has not been shipped by Hermes. Despite reaching out to their helpline and chat assistant, I have not received any assistance due to it being an international parcel (tracking number [redacted][redacted]). I have also asked the retailer to intervene, but there has been no progress. I am disappointed with the service provided by Hermes and hope for an update on the tracking and delivery of my item.

I used Hermes services to send a parcel to my girlfriend for her birthday. I carefully wrapped the items following the guidelines on the Hermes website, ensuring that there were no prohibited items. I dropped it off at a local shop and tracked the delivery until it reached her on Saturday, June 13. When she opened the parcel on her birthday, June 15, she noticed that although it was well-wrapped, it looked damaged on one side with extra tape that I didn't use. She found only 4 items instead of the 7 I originally sent, with one missing being a ring. It's clear that someone tampered with the parcel and stole items. I'm very upset and disappointed, expecting full compensation for the stolen items and the shipping cost. It's shocking that someone from the Hermes team would do this and try to cover it up.

I was interested in purchasing a wheelchair, but it was for collection only. After discussing with the seller, I arranged for a courier to pick it up. However, the courier, Hermes, had some issues with the collection process. Despite their assurances of not needing a label, the courier insisted on one and left abruptly when it wasn't provided. I tried to track the delivery but encountered unhelpful automated responses. The seller informed me that the courier had canceled the collection, possibly to cover for their lack of proper equipment. Feeling frustrated, I had to use a different courier service at a higher cost. I've been struggling to get a refund of £11.70 for the failed collection and a £60 premium for insurance. It has been a challenging experience, especially with my MS affecting my typing abilities. - T.

Hello, I hope you are doing well. I am currently experiencing an issue with my parcel that I ordered some time ago. I have been anticipating its arrival at my workplace, Byrnes Dental Laboratory, located at 11 Ashurst Court, London Road, Wheatley, Oxfordshire OX331ER. However, for the second week in a row, I have been receiving emails from Hermes stating that there is an issue with my address and they are unable to locate it. I find my address to be very clear, so I am confused by the problem they are experiencing. The package number is [redacted][redacted], and my name is Olympia Stathopoulou. I attempted to seek assistance through the help center as instructed in an email from Hermes to provide additional address information or update it. Following the email's guidance, I opted to have the parcel delivered to a neighbor, but ended up re-selecting my address inadvertently. Is there any way you could assist me with resolving this matter? Thank you and regards, Olympia

I recently made an online purchase, and according to Hermes tracking, they received my parcel. However, a day later, they informed me that they were unable to deliver it and advised me to contact the sender immediately. I reached out to the sender, but they were unaware of the issue as well and are currently attempting to communicate with Hermes. Unfortunately, after 24 hours, there hasn't been any progress. My attempts to contact Hermes have been through automated channels, leading to no resolution. I am hoping for Hermes to provide either myself or the sender with an update on the situation.