Hermes contact

ZZaffy

Has anyone tried contacting Hermes for a lost parcel? I sent a parcel to Sweden on the 21st of May and it has disappeared. I have a receipt for it. I have tried ringing the Hermes customer service number. There are three choices to press. I have tried all three and each one says visit the website. You pay 13p a minute for that. I have tried the UK online chat but they say to contact international. The only contact for international is a chat line. It asks for the HRM number but when I put it in it does not accept it and says try again. I have tried for two days but I am going around in circles. I have just finished filling a form in with Resolver which seems to be supported my MSE. The person in Sweden is trying at her end too to sort it out too. Any ideas what to do next? thanks

ZZaffy

I can hardly believe it. After filling in the Resolver form only minutes ago, I have had a response from Hermes to say that they are on the case. Thank you Resolver.

ZZaffy

I should have read the response from Resolver before I happily posted here that I was impressed at the response time.

The email said International Hermes is nothing to do with the UK Hermes and they sent me two links both of which did not work.

They also sent me my Receipt number HRM number and Tracking number all of which I had sent them in the email. So to sum up. The Resolver email told me to go away. Gave two links that did not work and resent info that I had sent them.

They have my parcel and they do not care. All the phone numbers are premium rate. The customer care number which is 13p a minute has an automated voice which says go to the website. I thought it was illegal to charge complaints lines at premium rates.

My next tactic is to bombard Hermes International with emails. I have sent about six so far but still no response. They do not have a contact number but if they did the price per minute would be astronomical.

martindow

Rather than sending emails it may be better to post on Hermes' Twitter or Facebook pages. It is much more public and companies often respond quickly to posts.

Make sure you keep your post factual and brief. Too much extraneous detail or emotional content does not help.

lindens

use their live chat facility on their website

ebayer2018

lindens wrote: »

use their live chat facility on their website

Op says online chat say to contact international.

ZZaffy

I have tried live UK live chat. They just say parcels to Sweden are dealt with by Hermes International. I cannot get any further with that avenue.

When I try live chat International, it asks for my HRM number. The chat window will not accept that number and the screen says 'null'.

The 03 number phone line customer service charges 13p a minute. Automated voice, 3 choices. Each choice says see website and hangs up.

janb5

Hi- I have had problems with My Hermes in the past and my suggestion to you is to email the CEO Martijn.deLange@hermes-europe.co.uk and you will get a phone call within 24 hours.

I also email customer.relations@hermes-europe.co uk and Hermescustomerservices@hermes-europe.co.uk

What happens is that you will then get an email from the CEO office- ignore the pro forma ones that will come first.

You will then get a direct number to ring. Do quote the parcel number in your email.

I hope it works out for you. it pays to be persistent as you will get results.

ZZaffy

janb5 thank you. I will do this today.

janb5

You`re very welcome. I have been frustrated on many occasions trying to get something sorted out with My Hermes and got the number from another site!

I don`t ever bother with Live Chat now. They have no clout whatsoever and your patience is sorely tried.