Hermes the courier from hell

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Hi all, hope you are all well & safe during these trying times...

I am struggling to get anywhere with contacting you to resolve a failed delivery, does anyone have a working contact point?

 

I have had a text message on the delivery date informing me that Hermes were unable to deliver a package. (The text does not give a tracker number)

There was no 'missed you' card is dropped off in the letter box - so there is no tracker number to work from.

I have received no phone call to tell me the driver is trying to drop the delivery off - yet you have my mobile number for contact & don't use it...

 

This is not the first time this has occurred from Hermes

If a doorbell does not ring/ no one answers the door, surely the process is to call the contact phone number next?

Every other delivery company except Hermes uses the given contact number before leaving or even just before arriving to confirm I am present

I called the phone number the non-delivery text came from & left a voicemail, I have had no response.

When using the Hermes APP linked from the text, the app freezes when I try to 'view full tracking details'.

When I use their online automated 'get in touch' system, I can go any further without a tracking number - surely the use of post code can find the details of the missed delivery?

Or the system should refer me to a HUMAN who can hear the problems & do check phone call to my mobile to confirm I am who I say I am? 

When I call the customer service line - 0330 808 5456 it defaults to an automated system and I can go no further without a tracking number – why is there no option to speak to a HUMAN BEING?!

The available online contacts i found of of Martijn.deLange@hermes-europe.co.uk. & hermessupport@myhermes.co.uk. are coming up invalid - no surprise there

In essence Hermes communication process has multiple holes that leave the customers trapped in a recurring and frustrating cycle, which looking at online complaints here seems to be deliberate and unchanging, regardless of the responses they have given!

 

The delivery date was 12/04/21 - I work from home and I rise at 6.30am each day

I am an office worker, I don't generate a lot of noise when working

I live in a small village - pandemic = no noise to make me miss someone knocking at my door or posting through the letter box.

I have a dog which barks when people approach my house (the dog is under control & not a threat)

I have a porch and the door is left unlocked for such deliveries (in Cornwall most delivery drivers drop off in open porches)

Very frustrated

Steve


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Comments

  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
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    Why do you want to contact MSE ??
    (I am struggling to get anywhere with contacting you)
    Or is this just one of the many many Hermes vents on here .

  • David713
    David713 Posts: 218 Forumite
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    SteveHogg said:

    If a doorbell does not ring/ no one answers the door, surely the process is to call the contact phone number next?

    Every other delivery company except Hermes uses the given contact number before leaving or even just before arriving to confirm I am present

    Hermes are cheap for a reason and if you do a price comparison check on all of the large courier companies, you will normally find that Hermes are by far the cheapest and because of this, they will no doubt be paying a pittance to their delivery drivers and they probably don't have the time or the inclination to call the intended recipients either before an attempted delivery or in the case of a door not being answered.

     
  • jon81uk
    jon81uk Posts: 3,785 Forumite
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    Are you the sender or the receiver?

    If you are the receiver, just contact the sender. It is their responsibility to get the goods to you or refund you. They can then chase for a refund from their courier.
  • [Deleted User]
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    Are you sure the text was genuine? I had one two days ago and it was very obvious it was a scam and that came from a mobile number. 
  • rollingmoon
    rollingmoon Posts: 153 Forumite
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    Never use Hermes, and never buy from people who use Hermes. It's the only way to be sure.
  • cajef
    cajef Posts: 6,267 Forumite
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    edited 17 April 2021 at 2:34PM
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    MarkN88 said:
    Are you sure the text was genuine? I had one two days ago and it was very obvious it was a scam and that came from a mobile number. 

    We had a similar text five days ago from a mobile number claiming to be from Hermes an obvious scam, it stated they had tried to deliver a package at 07.10 am in the morning and no one was in, the package would be returned to sender unless we contacted them for redelivery which there would be a charge for.

    We had not ordered anything and were in at that time in the morning plus we have security cameras and there was nothing on them, we know our local Hermes delivery man well and they always deliver around lunchtime, we had a genuine delivery by them today courier said there had been a flood of these texts reported recently.

    Hermes service was for several years awful in our area (West Cornwall) but in the past couple of years we had the same regular courier, we now get a text with a tracking number telling us they have received the goods from the sender and another telling us when they are out for delivery with the courier with a two hour delivery window, so their service is improving and we have no problems with them nowadays.
  • Sooler
    Sooler Posts: 3,108 Forumite
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    "I called the phone number the non-delivery text came from" but didn't verify it was Hermes. scam .  no idea who you called.

  • marlot
    marlot Posts: 4,940 Forumite
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    edited 18 April 2021 at 8:43AM
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    >> I have had a text message on the delivery date informing me that Hermes were unable to deliver a package. (The text does not give a tracker number)

    Probably a scam text - there are a lot of them coming through at the moment.

    Are you expecting a parcel?

    What exactly is the link in the text?  I bet it doesn't go to an official hermes address.

    https://www.theargus.co.uk/news/19230301.warning-hermes-text-scam-circulating-uk/
  • Murphybear
    Murphybear Posts: 7,312 Forumite
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    I’m sure that Hermes are like a lot of things these days, a bit like the curates egg “bad but good in parts”

    Ive ordered loads of things over the last year and all my plants this Spring online.  Many of the firms use Hermes and so far I’ve not had a single problem with them.  I get regular email updates and know within a short window of time when a parcel is being delivered.
  • marmite1979
    marmite1979 Posts: 159 Forumite
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    They are the least professional of all the courier services, our local courier will chuck your parcel through an open window. (They've destroyed a neighbours fish tank and carpet )regardless of the contents, if it's wet it'll be left outside to be ruined or stolen. 
    The Royal Mail will leave parcels outside if it's dry at the time of delivery, but will try later on if it's wet( They don't allow collection at the local sorting office currently).
    If the supplier offered a tick box of Couriers they use offering you a choice I'd certainly chose another if Hermes was in the list. Even DPD offer a better service.
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