MyHermes, terrible service, impossible to contact - can anyone help?

t8769

It is impossible to talk to anyone at MyHermes

Their 'helpful' unhelpful bot Holly is designed to stop you from getting information or talking to anyone.
I have tried everything to speak to someone, it is simply not possible.
I have a problem with an order, cannot get information by phone or online,
Does anyone know how to get through to anyone at My Hermes?

Hasbeen

Hermes customer service: We’re listening

Our customer service team is changing. We’re listening to your feedback and we want to help you get the answers you need.

If you’d like to contact Hermes about your parcel:

• Contact Holly, our digital assistant. If you have a tracking number, please have it ready. Your query will be sent directly to one of our parcel people, so they can investigate quickly
• We’ll respond as soon as possible. When you submit your enquiry, you’ll be asked to share the best way for us to contact you. One of our team members will get back in touch
• You can still contact your retailer or sender. We work closely with them, so they can raise a query directly with us on your behalf

Read our blog to find out more about our commitment to customer service.

We have a dedicated phone line to our UK contact centre for customers sending parcels via Hermes: 0330 808 5456. Lines are open 8.30am-4pm Monday to Friday and 8.30am-2pm Saturday.

SevenOfNine

Good luck with Hermes!

They DID NOT deliver a parcel they claimed was delivered. "Household signature", a downright LIE, didn't even comply with their own policy for contactless delivery by taking any sort of photo. So, no signature AT ALL, no photo of where they left it AT ALL, not on our property nor with neighbour'. Nowhere.

Conclusion, I'm afraid the delivery person has 3 pairs of size 6 jogging bottoms purchased for a very frail 93 year old woman.

[Deleted User]

Is this an order from a retailer? 

jon81uk

Are you the sender or receiver?
If you are the receiver then contact the sender, it is their responsibility to deal with the courier.

letsbehonest

In their defence I've never had a problem, and no I am not an employee.

Penguin_

They are a shambolic, my parcel has been on it's way to my local processing centre since Monday! They advised contacting the retailer I ordered the goods from which is Sports Direct & to be honest I've more chance of being called up to play for Wales than getting through to them...

jon81uk

Penguin_ said:

They are a shambolic, my parcel has been on it's way to my local processing centre since Monday! They advised contacting the retailer I ordered the goods from which is Sports Direct & to be honest I've more chance of being called up to play for Wales than getting through to them...

Your contract is with Sports Direct though so its up to them to get the parcel to you and work with their choice of courier.

If you don't have any faith in Sports Direct then I would suggest you could have picked a better retailer to order from in the first place.

beduth

They put my order in the bin. Then left me a note to say where it was. But I was on holiday and returned after the bin was emptied. They then made it impossible to contact them. If I know a seller uses Hermes I do not buy from them. 

SevenOfNine

Penguin_ said:

They are a shambolic, my parcel has been on it's way to my local processing centre since Monday! They advised contacting the retailer I ordered the goods from which is Sports Direct & to be honest I've more chance of being called up to play for Wales than getting through to them...

My non delivered parcel was also from Sports Direct. They initially responded relatively well via on-line contact & liaised with Hermes. While I waited for it to be sorted out I asked my C/C provider to suspend the payment for the goods, they did a chargeback. All good except I'd part paid with a credit note!

17 messages back & forth, plus 6 more between myself & Hermes, stalemate. Hermes had no signature for the goods, & no photo of where they left it.......because they never delivered it anywhere.

Sports Direct sent a 'ticket closed' message. I used the WHICH on line help to quote the new terminology for the Sale of Goods Act. In response Sports Direct sent another 'ticket closed' message.

As court action would have been my only recourse, & the credit note part of the payment had not been large, I decided not much choice but to write it off & I left crap, but accurate & deserved, 1* reviews on TrustPilot & Revoo.

That got a response from Sports Direct, "send info so we can investigate", some delay (which I also criticised in an edit to my initial review), but eventually they emailed a replacement gift voucher. Have also apparently tried to refund me for my C/C payment, which was rejected by my bank so Sports D are supposedly sending me a cheque. 

Hermes did not deliver & dealing with Sports Direct has been like pulling teeth!

miniemma

Hasbeen said:

Hermes customer service: We’re listening

Our customer service team is changing. We’re listening to your feedback and we want to help you get the answers you need.

If you’d like to contact Hermes about your parcel:

• Contact Holly, our digital assistant. If you have a tracking number, please have it ready. Your query will be sent directly to one of our parcel people, so they can investigate quickly
• We’ll respond as soon as possible. When you submit your enquiry, you’ll be asked to share the best way for us to contact you. One of our team members will get back in touch
• You can still contact your retailer or sender. We work closely with them, so they can raise a query directly with us on your behalf

Read our blog to find out more about our commitment to customer service.

We have a dedicated phone line to our UK contact centre for customers sending parcels via Hermes: 0330 808 5456. Lines are open 8.30am-4pm Monday to Friday and 8.30am-2pm Saturday.

Unfortunately this does not work, both Holly and the phone number are elongated ways of being given the same tracking info as the tracking page, no contact with a human being, both AI.