Issue with Hermes

in Praise, Vent & Warnings
11 replies 213 views
Hi,

I used Hermes to send an item to a business, the business never received the item. Hermes sent me an email with the tracking number but it appears to be invalid and I cannot get through to anyone on their phone system due to this inaccurate tracking number. I have opened a case months ago on Resolver that went nowhere and I seem to be out of options. The parcel was posted 6 months ago. Does anyone have any recommendations?
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Replies

  • edited 21 July at 3:59PM
    pbartlettpbartlett Forumite
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    edited 21 July at 3:59PM
    Never ever use Hermes again? Tell all your friends and relatives never to use Hermes again. Take out an advert in the local paper saying never use ... etc etc

    In contrast, I had a problem with a Royal Mail package recently - got through to RM customer services in about 5 mins, very helpful person, all sorted in 10 mins.

    You get what you pay for.
  • JJ_EganJJ_Egan Forumite
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    Was their any insurance etc on the parcel .What was its value .
  • MalMonroeMalMonroe Forumite
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    Please don't do as pbartlett says because mse forum rules quite clearly state -

    "We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received."

    And also, I'm someone who has always had very good experiences with Hermes, both sending and receiving parcels. I know other people have had problems but that is the case with other couriers too. 

    And in contrast to pbartlett's positive experience with RM, mine have not been so good. But I wouldn't tell anyone to boycott them.

    Click on this link and see if you can get some help that way - https://www.myhermes.co.uk/help-and-support/contact-us

    You should be able to use the 'chat' facility initially and there is an option for when you don't have a tracking number.

    It's not clear why this has been dragging on for so long as there are ways to contact Hermes via online links and telephone. Sometimes you have to wait but that's the same with a lot of businesses these days.

    Their blog says, "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".
  • CptrallsCptralls Forumite
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    MalMonroe said:
    Please don't do as pbartlett says because mse forum rules quite clearly state -

    "We appreciate emotions can run high should you experience poor service from companies, but we cannot accept active calls to boycott organisations as we are unable to verify the service you received."

    And also, I'm someone who has always had very good experiences with Hermes, both sending and receiving parcels. I know other people have had problems but that is the case with other couriers too. 

    And in contrast to pbartlett's positive experience with RM, mine have not been so good. But I wouldn't tell anyone to boycott them.

    Click on this link and see if you can get some help that way - https://www.myhermes.co.uk/help-and-support/contact-us

    You should be able to use the 'chat' facility initially and there is an option for when you don't have a tracking number.

    It's not clear why this has been dragging on for so long as there are ways to contact Hermes via online links and telephone. Sometimes you have to wait but that's the same with a lot of businesses these days.

    Their blog says, "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".
    Apologies but most of your post is highly inaccurate. Via both the live chat and telephone number I can't get beyond the automated system with the inaccurate tracking number from Hermes. This is far from acceptable and the fact Hermes has made it impossible to contact them is odious. 
  • jon81ukjon81uk Forumite
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    You say the parcel was posted six months ago? Thats possibly why the tracking no longer works?

    You needed to make a claim for loss with Hermes within 28 days
    https://www.myhermes.co.uk/terms-and-conditions#Condition-6


  • CptrallsCptralls Forumite
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    jon81uk said:
    You say the parcel was posted six months ago? Thats possibly why the tracking no longer works?

    You needed to make a claim for loss with Hermes within 28 days
    https://www.myhermes.co.uk/terms-and-conditions#Condition-6


    The tracking number was also invalid at the time of posting.
  • jon81ukjon81uk Forumite
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    Cptralls said:
    jon81uk said:
    You say the parcel was posted six months ago? Thats possibly why the tracking no longer works?

    You needed to make a claim for loss with Hermes within 28 days
    https://www.myhermes.co.uk/terms-and-conditions#Condition-6


    The tracking number was also invalid at the time of posting.
    Did it match the numbers on the label you printed?
    Why didn't you follow that up at the time, or not ship the parcel until you got the correct code/label?

    Last time I posted something with Hermes the tracking worked before I even dropped the parcel off at the locker for collection. I think if it didn't I would have chased at the time and may not have dropped the parcel off without making sure i had working tracking.

    Unfortunately the time to act was six months ago, other than trying to contact Hermes again I don't know what else you can do now.
  • 3piece-wheel3piece-wheel Forumite
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    In hundreds of collections/deliveries from Hermes over many years i have only had one issue and was compensated very quickly. Think their tracking is better than most of the competition.
  • CptrallsCptralls Forumite
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    jon81uk said:
    Cptralls said:
    jon81uk said:
    You say the parcel was posted six months ago? Thats possibly why the tracking no longer works?

    You needed to make a claim for loss with Hermes within 28 days
    https://www.myhermes.co.uk/terms-and-conditions#Condition-6


    The tracking number was also invalid at the time of posting.
    Did it match the numbers on the label you printed?
    Why didn't you follow that up at the time, or not ship the parcel until you got the correct code/label?

    Last time I posted something with Hermes the tracking worked before I even dropped the parcel off at the locker for collection. I think if it didn't I would have chased at the time and may not have dropped the parcel off without making sure i had working tracking.

    Unfortunately the time to act was six months ago, other than trying to contact Hermes again I don't know what else you can do now.
    We did everything possible at the time, we chased Hermes but could not get through due to the invalid tracking number. Their system is designed to stifle people from contacting them. Due to the expensive nature of the item that went missing, I feel Hermes is obliged to put it right. Interestingly, not one person has pointed out how to contact this company in my circumstances and that is the problem I have and continue to face.
  • sammyjammysammyjammy Forumite
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    Cptralls said:
    We did everything possible at the time, we chased Hermes but could not get through due to the invalid tracking number. Their system is designed to stifle people from contacting them. Due to the expensive nature of the item that went missing, I feel Hermes is obliged to put it right. Interestingly, not one person has pointed out how to contact this company in my circumstances and that is the problem I have and continue to face.
    Email the Chief Exec?  
    Email[email protected]
    "You've been reading SOS when it's just your clock reading 5:05 "
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