Hermes - shocking customer service

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I received text message from Hermes stating that they attempted to deliver my parcel. They DID NOT!!! I can’t request any kind of contact through the “amazing” live chat with Holly as I wasn’t provide with any tracking number or card number. I’m also not able to contact Hermes on their number 0330 808 5456 as without tracking number or card number I’m being disconnected by this idiotic automated system. There is no email address to contact Hermes that way. 
Does anyone knows any way to contact Hermes or to request them to contact me?
How this is possible that company with such a shocking and disgusting customer service even exists?

Comments

  • sheramber
    sheramber Posts: 19,343 Forumite
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    Are you sending a parcel or hoping to receive  one?

    If the latter you need to contact the sender  as it is the sender who has the contract with Hermes.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
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    (How this is possible that company with such a shocking and disgusting customer service even exists?)
    Basically because people keep using them and complaining after the event .
  • Browntoa
    Browntoa Posts: 49,330 Forumite
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    I've sent and received loads of stuff via Hermes , only 1 issue when the courier's van was stolen in a dodgy part of London . Prompt full refund on that occasion
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  • sheramber
    sheramber Posts: 19,343 Forumite
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    People/firms use them because they are cheap.


    I believe Hermes couriers are  self employed and are paid peanuts for each delivery made.

    the service you get depends on how conscientious the driver is.

    We have an excellent one now but where we lived before we had a good one , then the driver changed and you could wait 8-10 days for your delivery despite it being shown as 'at your local delivery depot'.

  • MalMonroe
    MalMonroe Posts: 5,783 Forumite
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    I've used Hermes to both send and receive parcels and have had no problems whatsoever. I even now know the two couriers who deliver in our area by name. . .  As sheramber says, the couriers ARE self-employed and they do get peanuts but the ones we have, one male and one female, are brilliantly friendly, courteous and most of all, efficient. 

    Also as sheramber says, you need to contact the sender. But I'm surprised you have no information about your package because I always receive both an email and a text advising me that my parcel is on the way, what the tracking number is and when it will be delivered, usually within a two hour slot. 

    It's the sender who needs to sort this out for you. Hermes are supposed to return parcels to senders if they haven't been delivered so there's probably no point you contacting them anyway.
    Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
  • DCFC79
    DCFC79 Posts: 40,598 Forumite
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    Had to use Hermes a few times lately for Amazon returns and overall its been great, only issue I had was despite being told by Amazon I would be contacted to arrange collectoon, well that didnt happen.
  • pbartlett
    pbartlett Posts: 1,397 Forumite
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    I think it is worth separating out the two discussions on Hermes

    As far as whether they are good or mediocre at parcel delivery I have no idea - I suspect they are probably about the same as most couriers with the vast majority of their parcels being delivered without any problem but a few that go astray or whatever - on a par with any other courier

    The 2nd discussion is to whether or not you are able to contact them on the rare occasion that things go wrong and it seems that the bottom line is that you can't. They have absolutely no custom service other than Hollybot.

    This I think is where most of the complaints seem to occur - certainally on this forum
  • Silentmemory
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    The text message you received is a SCAM. There is no tracking number (16 digits) just a barcode number. That's why Hermes can't help you.

    Don't enter your details whatever you do.
  • sheramber
    sheramber Posts: 19,343 Forumite
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    Another one post wonder
  • cajef
    cajef Posts: 6,267 Forumite
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    edited 5 November 2021 at 2:47PM
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    soptojan said:
    I see what you are going through.
    Not sure what this has to do with Hermes deliveries but you are replying to someone that has posted once in July and has never been active on the forum since.
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