Two recent purchases on eBay and Amazon have both gone 'missing'!! A third purchase was delivered on 18th September and handed to me as I was home.
There was no tracking update on the two missing items from the 16th until 28th Sept when the tracking was updated(backdated?) to show that all three packages had been left in my secure porch on the 18th!
Firstly as I said one package was physically handed to me on 18th- not left in secure porch, as claimed. The other packages could not have been left in a secure porch- I don't have one. Nor was any card left to say that anything had been left.
The tracking info is totally unreliable and simply wrong. It is troubling that false information is being put on the system,10 days after the event they are claiming took place!
I am now looking to close my Amazon and eBay accounts as they both rely on Hermes and I do not want anything to top with that kind of company.
Generally, their service has been slow and tracking unreliable, and this is the final straw. I can accept mistakes happen, but this is consistently an abysmal company to cope with.
I have since learned from eBay that their guarantee scheme will not help me because they rely on the couriers tracking website, which says the package has been delivered. They will only help if I get , in writing, a confirmation from Hermes that they did not deliver. Unbelievable !! The belated tracking entry by Hermes has effectively denied me any rights.Unless the turkeys vote for Christmas!!
Review by Newrod2 weeks ago
I guess if you pay peanuts then you get monkey's. The last 4 parcels left on my doorstep why can your delivery driver's not knock on the door. Because for 3 of those I was in and why do they Sign for my parcel
Review by Heico2 weeks ago
These people “lost” my parcel over 3 weeks ago, their telephone customer service staff have been polite so far; their online web chat is a total waste of time and they don’t email a transcript of it after; as this was an eBay return, I’ve lost out on eBay refund time limit, and I’ve no faith in Hermes to refund me; I’m expecting more grief, but I’ll fight them as I don’t have money to throw away. They keep moving the goalposts as to my lost parcel claim date, they state four days later than it actually was , and I was to have a response within 14 days ! I WISH I’d read their twitter account before placing an order, they’re full of despairing customers who’ve not had refunds from months back. Hermes owe me £100. Please do yourself a favour and use Royal Mail, I wish to God I had. It’d have been cheaper and would have been resolved by now. Also, their feedback survey is sneaky as it initially tells you eg 1 is good, 10 bad, and asks how you rated your experience, then the final two questions don’t clarify whether 1 or 10 is good. These are very very duplicitous people.
Review by Jackiel Potia2 weeks ago
Parcel supposedly delivered yesterday at 1:31pm, but no one was in (funny that, three of us were right next to the front door).
Worst of all, Myhermes system didn't notify me of this until 5:00pm, even though all day it'd been telling me it was being delivered between 12:00 & 2:00pm.
Myhermes loves to promote how "cheap" they are compared to Royal Mail.
I ALWAYS use Royal Mail, even though it's way more expensive, reason being you get what you pay for.
Royal Mail has delivered items (collectables sold via EBAY) all around the world, even places like Brazil, Russia, Australia and Hong Kong.
Myhermes can't even get from Essex to Surrey accurately.
I'll never use Myhermes service or sellers who use this service again.
Review by Xrow2 weeks ago
got an email saying my parcel was delivered and signed for - but I never received it and the signature was a straight line. Now I can’t a hold of anyone from hermes to help me out!
Review by Msmoeneddie3 weeks ago
I ordered from a company that uses hermes to deliver there parcels . I chose next day delivery was contacted from supplier that they had sent the parcel that night and would be with hermes by the next morning so they could deliver havent recieved and email to say where my parcel is or when its coming waited all day nothing cant get a hold of them at all i paid £7 for next day delivery which isnt cheap and it didnt even come .
Review by Randilee3 weeks ago
Do not lie on your tracking emails. No one 'tried' to deliver my parcel. We were in all day on the promised delivery date.
There were also safe places to leave parcel. I paid extra for delivery on that day.
You are ruining people's businesses.
Delivery when you should or other courier companies will take your place in this competitive market!
Review by Sadan3 weeks ago
Absolutely disgusting service, it’s not even service because my parcels haven’t been collected for 4 days. The advice from customer service, go and collect them from the store. Useless [email protected]@@@@s
Review by Mispha3 weeks ago
Lost parcel no response at all till contacted money market expert (in partnership with trading standards)this is the second time in about a month first time late delivery second lost at warehouse will not use again or deal with others using them as a a courier
Review by Shevrick3 weeks ago
Ordered something about 2 months ago. I was in all the time they "attempted delivery" now I get I live in a tower block but there's instructions on the intercom on how to use it, when I got in touch with them as my parcel was being sent back to the sender they said it was restricted access. I'm sorry can your delivery drivers not read? So we're now in October and the parcel has been in the hub since last month and I have been told numerous of times that within 5 days they attempt a redelivery, then get told that that's not the case.
Review by Hanfu3 weeks ago
Had 2 items being sent and unfortunately the company sending them used Hermes.
The first parcel did not get picked up and delivered in the stated time (still waiting for it to arrive).
The second parcel did arrive BUT, and this is the joke side of it, the box had FRAGILE printed on it's sides, yet 3 of the corners were squashed and dented in.
FRAGILE = breakable, and yes the contents were broken.
I don't know if my parcel was stood on or they used it as a football in their yard, but as the saying goes "Pay peanuts, get monkeys" there again - even a monkey could be trained to take care of things properly.
Utter disgrace of a company I would give the ZERO but it's not on the scale of star rating.
Review by Jien3 weeks ago
Apparently my parcel was delivered on Thu but there's no sign of it. I tried to call but no matter what option i pressed i couldnt speak to anyone - was just told to go to the website and use live chat, which doesnt seem to exist. The automated message about receiving a parcel was incredibly unhelpful as it said i should have a delivery card through my door stating the exact location of my parcel, but I havent received this. I couldn't use your online form either as it said i should contact asos directly, although I have no idea how asos are expected to help with your inability to deliver a parcel to the right address. Appalling customer service.
I'm moving house next week so need to find my parcel asap. Please could you send a photo of where it was left (DPD do this automatically via there online portal for all customers) or send the driver back out to deliver it to the right place.
Review by Rymas3 weeks ago
HERMES I will NOT TRUST them to deliver any of my parcels again.
I contacted Hermes to collect and deliver a parcel for me,which was securely packaged as all my items are.(as seen feedback on ebay)
Hermes agent call to collect and said "I don't think that will fit in my car" I noticed as she was making space on the back seat of her small car, she was THROWING parcels into the front of the car.
When you arrange for Hermes to deliver you parcel you are asked
1.What is in the parcel.
2.What is the items composition.
and then you are advised to insure your parcel,which I did for £110.
The recipient of my parcel contacted me as soon as it arrived and sent photos,the item looked as if someone had hit it with a sledgehammer,I was very embarrassed and apologized profusely and gave him a full refund via Paypal.
Hermes response so far.
Thanks for getting in touch with us about parcel number 5827312249152087
I'm sorry to hear that the parcel was damaged when it was received by the recipient.
I have checked the details and can see that we have received the filled lost claim form on 21/09/2019. Once the claim process has been completed, someone from the claims teams will be in contact with you via e-mail to discuss final settlement.
If you require any further assistance please do not hesitate to contact us.
I await the outcome and will post.It's just a pity I can't show the photo's, but they will be shown on Facebook and Twitter.
Review by AnneJin4 weeks ago
I've frequently used them to send parcels collected from my premises, but when I tried today I got a flag saying they don't service my postcode. So here I am with a customer waiting for a parcel and I've got to start looking for an alternative carrier.
There's no phone number or email address and a 20 minute waiting time on a wretched "live conversation" robot.
So I closed my account. Shame because the local driver is a decent chap.
Review by Teemu1 month ago
Hermes tracking does not give sufficient up to date information. They have had a parcel at their regional depot for me for the past 5 days but no indication of when it will reach me. No phone number for customer services. Very poor. If parcel does not arrive by tomorrow I will make sure I never place orders from companies which use this delivery service ... and will tell them why I have made this decision.
Review by VTcamp1 month ago
My first time with Hermes was pleased with the price. Waited in all day for pick up as arranged from 8am - 8pm i checked on their website put in tracking numbers a message appeared saying “won’t be picked up today “ will try tomorrow. So I am expected to wait in all day again.No way - who runs this business? It is totally unreliable. Shall ask for a refund and go elsewhere.
Review by Brecon Hamnet1 month ago
Shocking, constantly changing timeslots and then deciding not to both and changing it to the following day. Been waiting over a month to deliver something. First time the driver couldnt even be bothered to try and just stated customer asked for the item to be returned!!!!
Useless, DPD and Yodel are much better.
Review by Mpawsey1 month ago
Quite possibly the worst company i've ever dealt with. We took a family break at a holiday park for a week and I left something behind which I needed to arrange to have delivered to my home address. The holiday was quite simply too far to drive back to collect something i'd left behind.
I arrange for Hermes to collect the package. The holiday park kindly print out the label and make sure it gets collected. Which it does. About a week later i'm still waiting for my package to arrive. After several messages back and forth i'm told the label is either unreadable or has come loose and it needed to go back to the sorting department for a new label to be attached. A week later I get an update saying the package is being returned to sender because three delivery attempts we made at my home address. I know this isn't true because, first, I never received any updates to say it was ever being delivered after the label was reprinted, and secondly, I work from home and i'm always in during the day.
I sent messages before the parcel was delivered explaining that they were making a mistake yet it still got delivered with no reply to my messages.
Several attempts of trying to use the virtually useless live chat proved fruitless as the only replies you get include the information I can already view when I log in to my account... or completely generic. There seems NO WAY of getting in touch with a real person to sort it out.
I send ANOTHER message explain that they have now delivered the package to the place they originally collected it from and I get the most generic reply:
Thanks for getting in touch with us about parcel number XXXXXXX
I am sorry that your parcel is not delivered yet.
I’ve looked into this and can see the parcel is returned to the sender on 02/10/2019. Please contact the sender for full update.
Should you require any further assistance then please do not hesitate to contact us.
To make it easier to get in touch, you can also use our live chat on this link opening hours: Monday to Saturday 8:00 AM to 6:00 PM.
Customer Service Advisor
Hermes Customer Services
I have TRIED getting in touch with them MANY MANY f**king times but the company seems useless.
After sending a nasty message back to them in reply to the above basically I want it resolved i'm going to give them a couple of days. If I don't hear from them i'll be using resolver.co.uk to try help me get my refund of £3.45. It's not even about the petty refund, it's the principle.
Wish me luck.
Review by Sharuka Charalabizas1 month ago
Many times they left my parcel unattended, out side my house.
They have no customer service to contact.
Review by Spatzi1 month ago
Fraudulent service provided by these thiefs. They never ring you and they deliver item so it can be easily stolen. Also they don't deliver the parcel but they say they did.
You cannot trust these disgusting human beings I hope they choke on the parcels stolen
Review by Nathanielle Grilkes1 month ago
If I could give 0 stars I would. I have had a parcel signed for in my name and said parcel was delivered which it wasn't. It turned out the courier signed my name claiming it had been delivered. When I eventually recieved my parcel I recieved a parcel for another gentleman in the next street which I delivered to him the same day personally. I rang up to complain only to obtain an £11 odd phone bill and did not speak to anyone directly. Once I finally got in touch via online chat they seemed to shrug off the situation and closed my unresolved case.
Review by Venlo Kabalila1 month ago
I had an email from Hermes today stating that my parcel had been posted through my letterbox.
When I arrived home I found the parcel outside my garden gate on the side of the road. The photo uploaded by the Hermes driver was of an empty property behind us, so it was clearly never posted.
Incidentally, this is not the first issue I have had with Hermes. On another delivery, the driver had stated that I personally signed for a delivery with a value over £700. It took me four days to locate the delivery, which was eventually found in a barn half a mile up the road.
The Hermes drivers clearly need much thorough training in this area. I have no confidence what so ever in your delivery team, and in future I shall try where possible to avoid all deliveries using Hermes.
Review by Pearce1 month ago
Dishonest disgraceful company
I have sent a parcel on 23rd September. It was collected, then entered the Hermes system and then completely disappeared. I’m now informed it’s not covered as it’s on one of the ‘hidden’ lists as an item that insurance Is not valid - would be easier to ask what is actually covered. Despite the item being worth £1200 I only managed to pay the insurance up to £300 trusting all would be well (I could not find anyone in the time to send it locally and the place I purchased from via Amazon left me to organise its return myself which is another bad point). I am now told its all invalid anyway. They asked during the online booking process, insurance premium transaction, what the item was in the parcel and happily took the fees with no warnings to alert me to the fact it was sending this item at my own risk.
I personally feel my parcel, and many others, are stolen by staff between courier and depot, they will know that the matter will not be investigated and staff will not be questioned, perhaps they have the mentality that it won’t hurt anyone because of the insurance yet we are not covered! I have since researched that there are an alarming amount of people this is happening to every day, thieving staff able to carry on safely knowing they won’t be caught whilst people like me have lost out.
The company simply do not care. I had to chase the matter once the tracking stopped at ‘we’ve got it’ on 25th September. There is absolutely no support, I couldn’t speak to an actual person or raise a complaint with any ease. They have today 06.10.19 informed in a standard email message, that the parcel is missing and cannot be traced. No apology, it’s their fault, it was in their hands yet they say they are not responsible that it ‘disappeared’ despite having been scanned as received INTO their system. I am now reporting the matter to the police, surely this is a crime the same as someone robbing me or stealing from me? I have asked them to let me know exactly what depot it was taken to and scanned into as that’s where it went missing - so far they have not provided me this information. I have also asked for proof it left the delivery van and physically made it to the depot, if not then I want to see a transcript of the questions asked of the driver as it could well be that person who has stolen it. I want this individual interviewed by the police or at least by their management structure at Hermes. Surely I am within my rights to ask this?
It was collected from Shoeburyness Essex and destined for UB7 postcode.
I cannot believe this has happened to me and so many others and continues without any action. I’m seeking legal advice as we speak as it’s pure negligence that these missing parcels are entrusted to their care yet they say they are not accountable.
Good luck to who ever stole it though as I was returning it for a refund as it is faulty!
Review by Takeshanicole1 month ago
Avoid hermes shocking service and drivers LIE so they can go home early.
Why give me a time slot that you choose 700 - 2100 and then lie about me not being in!.
If your drivers dont want to be out late and in the dark DONT ALLOCATE THE TIMESLOT!
Rant over, always had terrible problems when hermes deliver, no idea why some retailers still use them.
Funny how their facebook page rates them.an 8.5 on trust pilot (even more lies).
Review by Sorting Liggera1 month ago
Ridiculous! Waiting all day for my NEXT DAY DELIVERY and nothing! Website under maintenance so I’m not able to check where the &@&&&!!! Is my parcel. Mail says that parcel with courier and will be with me between 1 and 3 pm today, now is 8pm!