Hermes - shocking customer service

magdab

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?

sheramber

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

(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

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

sheramber

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

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.

DCFC79

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

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

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

Another one post wonder

cajef

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.