Hermes.com Customer Service Issues

I am currently waiting for a package that was sent through the Wish website via Equick International and was picked up by your company on December 5th. The tracking information for my package shows no progress or updates, leaving me feeling extremely disappointed. The tracking number is HOOP5A[redacted], and it was supposed to be delivered to Elena Buga at bt15 3by Belfast, UK, near 2 48 Castleton Gardens. I am unsure of the whereabouts of my package, and nobody has provided me with any information regarding it despite my attempts to inquire. It has been over 24 days now since the package was sent, and it is a beautiful jacket. I urgently need a resolution on this matter. Thank you.

I received conflicting emails about the delivery of my parcel with tracking number H01N5A[redacted]. Despite being told it was delivered on the 23rd and then the 24th of December, I have not received anything. I checked with my neighbors and contacted both the seller and eBay, all of which provided the same information I received from you. Hermes, the courier, often does not knock and just leaves the packages, so I am unsure if it was misplaced. I have not received any confirmation that my parcel was delivered, so I am concerned about its whereabouts. I tried your digital service, was told it would be investigated, but only received an email asking for feedback with no follow-up. I am disappointed with the level of service I have experienced.

Tracking number [redacted][redacted]: I received an email on Saturday, January 2nd at 2:59 p.m. stating my package would be delayed but delivered on Monday, January 4th. Shortly after, at 6:12 p.m. on the same day, I received another email indicating that the parcel had been delivered at 6:11 p.m. However, I did not receive the package, as I was at home during that time. I have checked around my house and reached out to neighbors in case it was mistakenly delivered to the wrong address, as our properties are detached. Today, I will be contacting the sender to address the inaccurate information provided by Hermes.

Hello. I am frustrated about sending a large parcel. It measures 66cm in length, 40cm in width, and 40.8 cm in height, weighing under 15 kg. Your website mentions a maximum of [redacted] cm in length and a total combined girth of 24.5 cm. The calculation doesn't seem to add up. If my understanding is correct, my parcel should be acceptable. However, the instructions need clarification, as it is confusing. Another issue is the lack of customer service contact options. Attempting to call your company ends in a dead end with the phone system requesting a tracking number. In my case, I simply need advice before packing my parcel. The website also leads to dead-ends during attempts to find help. It is frustrating when companies do not provide adequate customer support. It would greatly improve the experience to be able to talk to a representative instead of solely relying on online means. Thank you. Les.

I recently sent a parcel from France to the UK on the 16th of December. The tracking showed that it arrived in the UK but then indicated it was being sent back to me without any explanation. I tried to contact Hermes through their chat bot but only managed to leave a message for an agent to call me back, which never happened. The last tracking update on the 31st of December stated that the parcel was at the depot and would be returned shortly, but it did not specify which depot or country. This tracking status hasn't changed for a week now. Both calling and chatting with Hermes only lead me to automated responses, making it impossible to speak to a real person about this issue.

I expected a delivery in late October [redacted], but Hermes informed me via automated messages that they couldn't deliver it, mentioning my post code as incorrect and directing me to their website. Despite my efforts to contact them by phone, I was stuck in a loop of automated responses that didn't address the issue. It seems Hermes is convinced there's a problem with my post code, but I believe it's accurate. I urgently need to speak to a real person to resolve this matter. Kind regards,

Hello, I was at home yesterday but did not receive my delivery. The driver did not come to my door. I would like to pick up my parcel. Please let me know where I can collect it since this has happened more than once. It seems the driver struggles to locate the correct address or time for delivery. I would appreciate it if you could provide me with the pick-up location. If you prefer to resend the driver, please ensure they call me at [redacted]1. Here is my tracking number: [redacted][redacted].

I have multiple parcels that have not been delivered by Hermes, and there has been no communication from them regarding the status of my packages. The address is accessible, yet all my attempts to contact Hermes have been unsuccessful as there is no option to speak to a representative. While I receive deliveries from other couriers without any issues, Hermes is the only one causing problems with my shipments. I am frustrated that they have neither delivered the packages nor returned them, leaving me in a situation where I am unable to get my money back or inform the senders about the undelivered items. I have had to spend a considerable amount of time contacting customer service from the senders to address this ongoing problem, which is completely unacceptable.

I dropped off a parcel at a Parcelshop on December 29 at 9:58. The sender returned about five days later and still saw the parcel there. I have tried to contact Hermes multiple times but received no response. The tracking page still shows the item at the Parcelshop as of January 13. The sender has also attempted to reach out to Hermes but was directed to contact Packlink since they initiated the delivery for ebay. Hermes considers the sender a Third party, even though the parcel was domestic. The Hermes tracking number is [redacted][redacted]. I have reached out to Holly and have incident number [redacted]28 from January 4, but have not received a response despite promises of a quick resolution. The Customer Service Hub was unhelpful as it did not recognize the tracking number, and contacting the Parcelshop confirmed they don't have the parcel. The sender and I are eager to have the parcel delivered.

Hello, I have yet to receive my international package from Hermes. It was scheduled for delivery on December 23rd, but I have not received it. Despite my efforts to track the parcel on the website, the status remains unchanged for the past three weeks: Status Update on Your Parcel: There's been a slight delay with your delivery, we'll get your parcel to you as soon as possible. Check back again in the morning for an update! Barcode No: T00D7A[redacted] I have attempted to contact customer service via phone, only to be directed to web chat, where I receive the same automated message. The seller also reached out to Hermes 10 days ago with no response. I seek assistance in speaking with a representative and locating my delivery. Thank you, Dr. DT

Dear Sir/Madam, I am writing to address an issue regarding a parcel I sent to GO company with the postcode GL51 8PL on December 29th. The parcel had tracking number 5[redacted] 4[redacted]. Unfortunately, the item has not been delivered and your records indicate that you have received it on the 29th. I kindly request your assistance in resolving this matter promptly or returning my goods to me. I must express my frustration with your current contact process, which I find inadequate. I have spent a significant amount of time using the AI messenger and calling your telephone line without achieving a resolution. The email option was difficult to locate and navigate, which added to the challenge of seeking assistance. I recommend reconsidering the use of AI features that may hinder rather than enhance customer satisfaction. As consumers, we rely on efficient communication channels to address issues promptly. Thank you for your attention to this matter. Yours sincerely, T. Samuels

I was expecting a parcel pick-up from Hermes arranged by Parcels2Go yesterday. Despite being told Hermes would collect between 7pm and 9pm, they claimed the collection was unsuccessful with no evidence of an attempt. Both Hermes and Parcels2Go customer service have not provided any helpful updates, only mentioning a delay. They advised me to take the parcel to a collection point, but my parcel exceeds the length limit. I need the parcel collected within 28 days for the return to the supplier, and this situation has left me uncertain about when that will happen.

I posted an item online that was supposed to be delivered by Hermes, but I have not received it. There have been people at home all day, and this is not the first time this has happened. Last time, they delivered to a farm about a mile away. The website claims it was dropped off at 11:48, but upon checking my external CCTV, I cannot see any evidence of the alleged delivery. When I inquired, the site mentioned that the tracking number and my postcode (BB10 4RW) do not match up. I am frustrated with Hermes as this is not the first time they have failed to deliver packages properly.

I am encountering repeated issues with Hermes leaving my packages in the wrong building even after I have placed a visible notice with clear directions to the correct location. As a 78-year-old living alone with disabilities and under COVID restrictions, it is challenging for me to retrieve the parcels from the incorrect building. Despite my attempts to reach out to Hermes through "Holly," I only receive photos of the delivered parcels as a response. This problem has occurred with the last five deliveries, while other courier services have not faced such difficulties. Given my current limitations, it is frustrating to have to navigate icy roads to collect misdelivered packages, especially since I am unable to go shopping with my carer due to COVID restrictions.

On the 14th of January, I placed an order for the Hermes Standard Parcel Service for item number [redacted][redacted]. Unfortunately, the parcel has not been delivered, and according to the tracking information, it has not moved since the 15th of January. Despite contacting Holly for assistance, she has been unhelpful and only advises me to keep checking the tracking information. I am unable to reach anyone who can provide further assistance with my query. Tracking Information: Barcode No: [redacted][redacted] Status: We're expecting it, We've got it, On its way Last Update: 11:40 - Fri 15 Jan, stating a 24-hour delay The parcel contains books, sweets, and calendars, which were intended as late Christmas gifts totaling £80 in value. I request urgent action to locate and deliver the parcel promptly or provide a refund of £85.39 to cover the cost of the contents and shipping.

On Friday, January 29th, I scheduled and paid for a collection and delivery service. Following this, I received an email from Hermes indicating that a courier would pick up my parcel the next day, January 30th, between 8 am and 8 pm. Unfortunately, no one arrived during that time frame. When I contacted customer service, I was directed to an automated system which informed me that my parcel would be collected the following day, Sunday. Once again, no one arrived. I have not been updated on the status of my parcel, and it is still awaiting collection.

I encountered issues with Parcel2Go's parcel collection service. Despite multiple booking attempts, the driver failed to collect the parcel as scheduled. Receiving messages of failed collection and facing difficulties with re-booking led me to switch to Hermes courier service directly. Even after cancelling the booking with Parcel2Go, I still received notices of upcoming collections that didn't materialize. The frustration mounts as my correct address seems to be of no help in resolving this matter. My attempts to seek assistance via phone have been unsuccessful, with the telephone line providing no resolution but only leading me in circles.

Hello, Hermes has been in possession of my package since 29/1/[redacted]. They claim to have attempted delivery on that day and the following day, citing an address issue. I am certain there is no problem with my address, as I have received several packages from them before. In fact, the last three parcels were left at my property without any attempt to contact me. One was placed on my car's boot, another under my car, and the most recent one on my patio while I was home with my partner. When my partner confronted the courier, they received verbal abuse and were told the courier wouldn't deliver to our address again. I have unsuccessfully tried to reach out through live chat and phone. The system only states that my parcel could not be delivered. I have informed the seller of this issue. My only desire is to receive the parcel I have paid for. Thank you, Claire R.

I recently sold an item on eBay and arranged for Hermes to collect it on January 29th. However, they did not show up for the collection. It's now almost a week later, and the funds from the sale are being held by PayPal until the buyer receives the item. I had to offer the buyer a full refund for the delay. I have not received proper communication from Hermes and cannot get the information I need through their online chat. I am disappointed in the service provided and believe some form of compensation is necessary. I would appreciate a quick resolution and hope to receive some compensation for the inconvenience. Thank you. - Mr. H.

I scheduled a Studio parcel collection from my home at 118b West Street, Carshalton, SM5 2NR, on February 1, [redacted], for a fee of £2.80. However, there was a no-show for the collection service, and my parcel was not picked up. I'm seeking guidance on the next steps to avoid having to pay twice for the return of the same parcel. Thank you.