Hermes delivery driving me insane, how to speak to a human?

Sportacus

I sold something on ebay at the beginning of January and sent the package via hermes, a couple of weeks later I had to to refund the buyer because it still hadn't arrived.  When I go on the hermes online chat or phone their number, all that happens is they ask the for tracking number and then tell me 'sorry for the delay, we'll get it moving soon' - it's been TWO months now!  At what point do they admit they've lost it and refund me?

olgadapolga

Sportacus said:

I sold something on ebay at the beginning of January and sent the package via hermes, a couple of weeks later I had to to refund the buyer because it still hadn't arrived.  When I go on the hermes online chat or phone their number, all that happens is they ask the for tracking number and then tell me 'sorry for the delay, we'll get it moving soon' - it's been TWO months now!  At what point do they admit they've lost it and refund me?

You need to ring them but be prepared for a bit of a wait to speak to a human.

You might struggle with this one a bit as I am sure that claims have to be made within 30 days of sending the item. They may reject a claim if it's been longer than that.

pbartlett

I have tried to deal with Hermes on a couple of occasions and have never managed to speak to a human. Chatbots - yes, humans - no.

mrcol1000

You can defeat the chatbot. You just need to go through the thing where it says they will get it moving and then ask if there is anything else. You may have to put all the details in again but it asks you for more info and then sends an e-mail to a human.
That opens a ticket for you and you can deal with it through that on their website. 
To be fair on My Hermes once you get a ticket open, they do refund you for what you sold it on Ebay (as long as you are covered) AND what you paid to send it with them. It does take a few weeks for them to investigate. I have had to do it twice this year so far and have done everything through their website. 

fenwick458

best way I've found is find your local hermes delivery driver through facebook local groups. they always sort any problems out.
the online help was a complete waste of time

Sportacus

mrcol1000 said:

You can defeat the chatbot. You just need to go through the thing where it says they will get it moving and then ask if there is anything else. You may have to put all the details in again but it asks you for more info and then sends an e-mail to a human.
That opens a ticket for you and you can deal with it through that on their website. 
To be fair on My Hermes once you get a ticket open, they do refund you for what you sold it on Ebay (as long as you are covered) AND what you paid to send it with them. It does take a few weeks for them to investigate. I have had to do it twice this year so far and have done everything through their website. 

thanks just tried this three times in a row and no request for more info, nor emails sent :-:neutral:

OK, this is the latest update I have for the parcel 9th of January @ 12:07 There's been a slight delay with your delivery Sent by Packlink

Skill says

It looks like there may be a delay

Skill says

We're working hard to deliver your parcel and will have it on the move as soon as possible

Skill says

Is there anything else I can help with?

No thanks

Track another parcel

then I click 'Track another parcel' and the cycle just repeats: tracking number, postcode, first line of address.

David713

I used to think that Yodel were the worst of the courier companies but Hermes seem to have managed to take poor service to a completely new level.

Spoonie_Turtle

I did manage to defeat the chat bot once, but I can't exactly remember how.  I remember choosing an unintuitive option, and I remember typing 'I want to speak to a human' at least a couple of times.  It then eventually lodged a support ticket with my parcel details and it was eventually located and delivered.

MR1988

Contact Hermes CS at hermessupport@myhermes.co.uk

I've had issues with lost parcels and label payments and they've always sort it out for me. It does take a while tho' so get things moving as soon as possible. Email them and explain all details and eventually someone will be in touch shortly.

Syman

twitter may be worth a punt. 

BelMalinois

I opened two claims over Christmas and both times I phoned 0330 808 5456. I can't remember which option I selected but I waited around 30 minutes each time. You speak to someone who then opens a claim and emails the details though. I booked through Hermes direct so not sure that going through Packlink makes any difference?