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And if so, please tell me how?
It doesn't seem possible to contact an actual person there any more, just a chat bot or automated phone line which gives you the same info as your tracking link.
And please do tell me it's my fault for using them in the first place, that would be really helpful.
Ta
🙂
nope. Still waiting on my chain reaction stuff and cant get in contact with hermes at all. Only way is to go through the person that sent it.
I am the person who sent it, it's a bit of a brick wall though.
Can't even find a functioning email address.
Bizarre.
Have you looked in the hedge?
What always happens is they make you go through some hoops, tell them what it looks like, pretend they're going to look for it, and then say "sorry it's lost" and then make you go through some more hoops, and then you get a refund. Takes a while, the chatbot is horrendous, all loops and sudden endings.
This suggests the contact no is 0330 808 5456, but don't know if that works or not.
What always happens is they make you go through some hoops, tell them what it looks like, pretend they’re going to look for it, and then say “sorry it’s lost” and then make you go through some more hoops, and then you get a refund. Takes a while, the chatbot is horrendous, all loops and sudden endings.
It's probably changed since you last used it, there's no apparent route to an actual human now.
This suggests the contact no is 0330 808 5456, but don’t know if that works or not.
It's now just an automated version of the chatbot which takes 5x as long.
Never found a missing parcel for me. Had 3 previously, 1 currently. Always say I will never use them again…
They do pay up eventually so hope this is the case on my current one.
But how do you even get them to register that it's missing?
If you used Hermes via eBay Packlink, you can go through them using their online support page and they will contact Hermes and tell you thank Hermes has lost the parcel more quickly than Hermes themselves will tell you that they've lost the parcel. At least once that's done, you can claim on it.
I now only ever use Hermes for low value items.
Just get the sender to put a claim in. They are pretty good at paying out.
Sometimes going on to deliver it or returning to sender months later.
Just get the sender to put a claim in. They are pretty good at paying out.
I am the sender, how do you actually put a claim in?
They've deliberately designed their website and narrowed their comms channels so that you can't.
chakaping
Full MemberIt’s probably changed since you last used it, there’s no apparent route to an actual human now.
Last used a couple of weeks ago.
If all else fails, choose the option for "damage to my building", I used that one time out of frustration
How did you pay? If you paid Paypal you could raise a dispute?
Good ideas, thanks both
Just to say I feel your pain. Absolute shite company. I agree they have deliberately removed the ability to contact them.
The chatbot is just automated to take care of regular predictable questions (e.g. package tracking) and is no use if you need to discuss a problem.
I booked them to collect a package last week. 3x no shows. In the end they just cancelled the collection without telling me anything.
Parcel2go who I booked it through, at least we're v quick to refund.
Awful.
If I was buying something and it became apparent that Hermes were the courier, I would not buy it. And that's solely from the point of view of someone who's had parcels incorrectly delivered to them - found it impossible to let Hermes know (although I've made a note of "damage to building" above!), one unlucky non-recipient was fortunately able to recognise our house from the "PoD", had to open the second parcel to get a phone number for them.
Turns out wiggle use them. Which means I won't be using wiggle again. They've had a package sitting in their sorting hub since Sunday. I've already accepted I'm never seeing it.
I've done it successfully a number of times. The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email, you can from memory type some thoughts in and then you get an email 1-2 days later. That you can reply to and chase up etc.
I ordered a PS5 game from Game & only noticed it was Hermes delivered after I’d ordered. If I’d known, I wouldn’t have ordered it.
It might arrive or it might not I guess.
Shit company.
The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email,
Definitely didn't do this last week when I was trying to contact them. I spent a while trying to get it to go down this type of route but failed.
Maybe it was the time of day - I was chasing up out of hours.
As above, if sent via packlink, the contract is with eBay. I wasted a couple of weeks getting my Hermes to admit they had lost an item (buyer received packaging arrived with a hole in it and no item), once admitting it was lost, they decided it wasn't their problem do I had to start again with eBay!
I’ve done it successfully a number of times. The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email, you can from memory type some thoughts in and then you get an email 1-2 days later. That you can reply to and chase up etc.
Might have been my circumstance (Me: "there's a problem with the delivery" Bot: "Here's a picture of the parcel outside the wrong house - bye!" Etc etc) but I could NOT get it to put me through to someone. I tried. Oh, how I tried.
I'm thinking of publishing a Google Sheets which is just a list of retailers who use Hermes for the benefit of everyone to avoid.
Had a parcel delivered yesterday that was refunded and flagged as lost back in September. The retailer has arranged collection via Hermes...
The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email
Sure, and you get an email that says "we're totally going to look into that", and then... that's the end of the line. Any further attempts to contact them end with "We already sent you an email to say we'd look into it. You'll have to wait on that." until eventually you get "that parcel is no longer in our system, we can't do anything about it."
I had a hermes parcel turn up intact 2 weeks after they'd declared it lost at the depot & a month after it was posted
So there's always hope
Whatever it was will it work with the Aldi drill battery and gas strut for the boot lid of an old Kia that must have 'just fallen out of the hole in the plastic packaging bag' en route to mine?
I think there's a kleptomaniac somewhere in one of those big white trucks with peculiar tastes.
This thread feels like a support group and I'm really appreciating it right now.
Parcel "delivered to my outbuilding" against my instructions, while I was away for the weekend... "Proof of delivery" photo shows its out the front of the house in full view of the street. Ideal.
I'm sure if I took a photo of a tenner near a bar and told them I'd paid for the drinks they'd accept it.
Maybe one day I'll get my parcel. Probably not.
...forgot to mention - I don't have an outbuilding.
“Proof of delivery” photo shows its out the front of the house in full view of the street. Ideal.
*Generic Amazon drivers* have started doing this and it pisses me right off.
I absolutely loathe them. My neighbour is a local driver. The big distribution truck truck from Herpes would turn up at 7.15ish in the morning and used to regularly park across my drive, blocking the road and stopping me leaving. Seldom the same driver but always the same response of 'I won't be long' but they usually were. Bunch of....
I never managed to get a working phone number, not even from my neighbour who was working for them.
I read "herpes" but it seems to fit either way.
Last few orders from them I paid for next day delivery only for Hermes to take 2-3.
Annoying when you actually need something the next day and probably could have had it from somewhere else.
Always have to go moan to wiggle and get the couple quid paid for quicker delivery refunded.
They "lost" a pair of size 11 walking boots and a petrol lawn mower!!
Sooner or later someone must realise that so many items cannot get lost and there is something more organised going on behind the scene.
Don't be fooled into following the tracking, this is only as good as the employees doing the scamming scanning.
https://singletrackmag.com/forum/topic/myhermes-divide-by-zero/
Hermes wouldn't deliver to me and would return every parcel to sender. So I sent myself a parcel. You'll never guess what happened next...
I’ve done it successfully a number of times. The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email
Was my experience but that was a year ago.
Tracking showed it as delivered, proof photo was an orange blob, someone's thumb. Bloke in a car brought it round later the same day.
I sent a parcel to Belgium.... it went missing for 6 weeks, filed a missing parcel enquiry.
Then they found it, told me it was back in progress, next day it gets delivered back to me...
Second time sending it and it arrived within 6 days
Have only had a couple of hiccups with Hermes over the years. Lightning appears to have struck twice this week though, with both of my sportshoes.com orders going missing with no info available. First world problem TBH.
As far as overall performance goes, I've sent 300 parcels with them in the last year and had 3 problems, one of which I'm pretty sure was actually the recipient not the courier. One just disappeared into the ether. The other was a parcel that got lost forever, refunded, then mysteriously arrived back at my door 3 months later having never had any attempt to deliver. I'm sure absolutely tons of these were a couple of days late but basically I don't care.
(I did have some real problems getting a duplicated order refunded but I got there in the end)
I've sent a couple of thousand over the years and I don't think the actual fail rate is any worse than others. I've not sent enough stuff with others to fairly compare but I think every courier company has screwed up at least once for me, even the ones I've only used rarely.
If it weren't for the absolute plummet in customer service since 2020 I'd still say I'm very happy with Hermes. But as soon as they realised thta they could get away with shit service and just say "but the pandemic" it all went to bollocks and I don't think they'll ever bother fixing it now people are used to it. Still, on balance they're still my courier of choice. Even if only because I get a hooky 20% "student discount"
If you've ever booked a parcel through a third party with Parcelmonkey, that's where the real customer service hell lives. Multiply any courier shitness x a cut-price used car dealer of a booking service.
Personally I don't necessarily avoid retailers who use Hermes, since they have the pleasure of dealing with Hermes to chase up any parcels.
But I'll certainly be using alternative couriers for my eBay sales in future.
Are Collect+ any better?
Are Collect+ any better?
Yodel
Used to use them at times for business when my parcel was too heavy for Royal Mail Signed For. They lost a parcel and refused to refund me as they said it was non-permitted goods - it was a £8 ceramic mug, but they tried to argue that it was 'fine china, porcelain and works of art'. One of my suppliers ships big boxes of mugs to me via Yodel...
I ship 20-30 parcels a week via the Royal Mail - not had them lose one yet.
Ordered football boots a few weeks back and they went missing, managed to get a refund from the seller. Ordered some earphones from John Lewis about two weeks ago, package arrived today, looks like they used a hammer to force it through the letter box. Contacted John Lewis so see what they say. I'm sure the earphones will work as the protective case looks fine but pretty poor service from Hermes.
My turn for the Hermes non delivery
apparently I was not in and no safe place. I was in, the main door was open, there was a note on my flat door telling them to leave it
didn't even ring my doorbell
I have contacted CRC told them to refund it and told them I will no longer order from them so long as they use Hermes
The new panniers ive just bought i've now found out are being sent via hermes.
I dont hold out on them arriving now. Utterly utterly utterly useless company.
Once again, it's down to your local driver(s). I have no problems whatsoever with any of the companies, and never have.
Our local Hermes delivery lady is brilliant.
Always cheerful and chatty too.
We should start a "I had a problem-free delivery today" thread.
Once again, it’s down to your local driver(s). I have no problems whatsoever with any of the companies, and never have.
I disagree. All the other couriers you can at least speak to a real person if there are problems. Doesn't matter how great your local driver might be, if there's a problem higher up the chain, you can't get in touch with anybody to attempt to resolve it.
Touch wood never had a problem with Hermes nor any other household member.
Re persuading CRC / Wiggle to use someone other than Hermes - I tried to do this via customer services a number of times, as a result of late or missing deliveries. Didn't get anywhere at all with them. However, I gave Wiggle a poor review on Trust pilot, referencing their use of Hermes. Within 24 hours I had an email from a manager, promising to use Yodel for my deliveries in future. They have kept that promise so far!
yodel are even worse for me. Never has a yodel parcel been delivered. One in 4 Hermes gets thru first time. royal mail - every time.
I do live in an odd building that looks like offices. I am having this issue with a TNT delivery right now - apparently they have an wrong address - they do not. they have the right one. they just as usual with these underpaid couriers taken one look at the building and thought no one lives there.
I find couriers also do not understand the (scots? Edinburgh only?) convention for naming flats - ie 5F2 means 5th floor flat 2
I have! Just before Xmas I sent a part from an eBay sale and it just said "In transit" for a week. I contacted them and they said after 8 days it's considered lost. Luckily I'd insured it (don't usually cos never had one lost) so they asked for the eBay no.to get value to refund me.
I refunded the buyer.
Checked the next day and it was delivered.
So I let the buyer have it for half price, which he kindly paid.
Now,.after all that... How did I chase them? cos yeah the bot is annoying! I'll check.
here ya go:
Call customer service
Starting a chat is the quickest way to get help. If you prefer to call you can use our dedicated customer service number for Hermes account holders.
Call us on: 0330 808 5456
Lines are open 8am-4pm Monday to Friday and 8.30am-2pm Saturday.
Not sure that helpline is going to do much. When they answer they're going to ask for an account number, and if you dont have one you'll be directed elsewhere, possibly to the chat
Currently waiting for Uniqlo to resend a parcel that Hermes left on my doorstep. Which is 3ft in from the pavement. It was, of course, stolen.
The annoying thing is they could've chucked it in the recycling bin or something. But leaving it in full view....!
From a different perspective. What about the customers who order things then don’t bother making sure they are home for the delivery slot. The driver then calls them and they don’t pick up because they don’t recognise the number. If they do pick up (after the third attempt) they then ask you to deliver it to their girlfriends house the other side of the city. Or the customer who orders a pile of heavy items you struggle to carry them up the stairs to their flat they then shout just leave them at the door no please or thank you for busting your guts getting it there. Ok I’ll stop there for now.
I havent got an account number. They asked for the tracking number.
From a different perspective. What about the customers who order things then don’t bother making sure they are home for the delivery slot.
Yeah, sure - but mostly you only get a vague window of when it'll be delivered. And certainly I've waited in for deliveries that never appear. That gets really old after day 4 of no show delivery drivers.
Been waiting since the 12th of December for them to deliver some wheels. Called that number above only to be told that they are lost. Paid a private seller via bank transfer so just got to hope that they pay out the insurance and he refunds me.
Would’ve been happy to pay extra for him to use another courier.
It’s the last component I need to finish my gravel build.
Hermes also been "missing" with the winter tyres for my wife's commuter bike for a month now. We'll get them just in time for the solstice I reckon.
I received no Hermes deliveries for a week at work, then got them all on one day. Turned out the regular driver had a week holiday, and nobody covered her route, so all the parcels just sat at the depot until she came back.
When you chat to the drivers its ridiculous, 75p a parcel. To make £10.50/hour that is 14 parcels/hour, a delivery every 4.3 minutes. To make £15/hour, a delivery every 3 minutes. Some days they get 170 parcels dumped on them, if you can deliver every 4 minutes that is an 11+ hour shift with no breaks.....
And you have your own car or van to run, insurance, self employed for holidays, sick etc.
No wonder its a mess.
Now,.after all that… How did I chase them? cos yeah the bot is annoying! I’ll check.
Was this in recent times?
When you chat to the drivers its ridiculous, 75p a parcel.
Yeah this is why I try not to go too hard on the drivers (in general) - if there was no demand for the cheapest possible option, or worse, 'free delivery', then this wouldn't be such an issue.
But the systems themselves don't help. My delivery that I grumbled about above: I initially had a delivery window of Weds - Fri. Then, on Monday, (2 days early and a bank holiday, I was out for a walk), I got an email at about 13:59 saying I had a delivery slot for 12:00-14:00 that day. Then at 14:40 I got an email saying that it had actually been delivered at 12:30.
None of that is the driver's fault but the IT fail meant I couldn't plan to be in to receive it.
Doesn’t matter how great your local driver might be, if there’s a problem higher up the chain, you can’t get in touch with anybody to attempt to resolve it.
As the recipient you shouldn't need to contact them, you have no contract with the courier. It's the sender's responsibility, get on to them to resolve it.
Touch wood I've been lucky with most couriers.
As above it's the business model that's a bit backwards, free fast delivery is all well and good, but I'd be quite happy paying a couple of quid to know beyond reasonable doubt that the package will be delivered, or if there is an issue, I can speak to an actual human to fully resolve the issue in a 5 min phone call.
As the recipient you shouldn’t need to contact them, you have no contract with the courier. It’s the sender’s responsibility, get on to them to resolve it.
That's an admirable stance, but I'm generally more motivated to find out what's going on than the sender. Also, if there have been issues finding the house, or finding a suitable timeframe in which to deliver, it cuts out a layer of communication.
A different example of where I've needed to contact the courier is where Hermes mis-delivered a parcel to me. I received *my* parcel okay, my contract with the sender was fulfilled. I tried for several days, but failed entirely in getting in touch with Hermes to return the mis-delivered parcel to them.
My spare diesel heater for the van has been at the Hermes depot since December 23rd.
The replacement one the seller sent arrived within 24 hours.
Going by past experience, the first diesel heater will arrive in around a month or so once someone at the depot trips over it or something.
Am just starting the joy of a missing Hermes delivery.
Got the “ we have delivered your parcel “ message which was odd as I was in at the time… sure enough they hadn’t,
Checked the “ proof of delivery “ and got a gps map of god knows where along with a photo of a door nothing like mine
Logged the parcel as missing on their tracker… and waited… several days later got a “ we delivered it “ reply
Where to I asked…
Oh, we don’t know …. An incorrect adddress but we will collect it and get it to you 😡.
That was between Xmas and new year, yesterday they finally told me to contact the vendor as the contract is with them not me … but they are unable to confirm they delivered it incorrectly……
I think it could be a while 🙄
No further attempts to deliver, no contact from Hermes. the claim attempted delivery on Sunday but no one was in. I was in. they claim no safe space. There was. The map they use to show where they attempted delivery was at the wrong end of the block - not my address. silence since, no attempt to delver adnno updates on tracking
Unfortunately it was a CRC package and I like using CRC but now cannot do so again as its pointless given Hermes do not deliver to my flat. I'#ll have to find different mail order supplier
I understand the issue to some extent - the building looks like offices not residential
formal complaint going to CRC ( as it just too much faff to complain to Hermes) in the hope they stop using them
Found a wee trick:
With the diesel Heater that had been sitting in the depot since before Christmas:
Went in to the tracking early morning and added a safe place to leave it, and it appeared on the doorstep 6 hours later.
I now have 3 diesel heaters...
Update to my "claim", which was then actually delivered - Hermes have just sent an apology and refunded my postage fee. Which is nice.
Update to mine 9 days after the first attempted delivery that wasn't and with deafening silence from Hermes there was a real attempt to deliver. Refused it as I had already been refunded. the chap who attempted to deliver told me there were two cages in the depot of parcels some over 8 weeks old that were just sitting there not delivered and no one attempting to deliver them so he thought he would have a go
Update to my “claim”, which was then actually delivered – Hermes have just sent an apology and refunded my postage fee. Which is nice.
How did you make a "claim" though?
I tried the robo-chat option, which kept coming back saying they would investigate.
I didn't like that, so phoned the number I posted earlier in the thread, spoke to a man who took my tracking number and said the status had been unchanged, so it was considered lost... er etc (I think I posted it already)
Quite pissed off with them just now, they damaged a package and updated it in the tracking to "damaged beyond repair", but didn't actually bother to tell either me or the person waiting for it. Won't be hard to get the refund but they just left it hanging, presumably in the hope that nobody'd ever notice.
It costs less than £2 to send a hermes parcel on contract with a decent volume of parcels.
The end driver gets 75p of that
What do you expect?! Probably 95% get delivered just fine.
Not from USA was it?
Wow, if anything, their chatbot thing has gotten *worse*.
Now it just reiterates whatever it says on the tracking page, there doesn't seem to be a possible way of getting through to a human at all.
(Yes, I spoke to the sender, who were amazing at sorting me out - but I'm still amazed at how poor the service is from Hermes).
We should start a “I had a problem-free delivery today” thread.
The guy who worked at my local collection place lives not far from me, so he used to occasionally text me and drop the parcels off. He's moved jobs now, unfortunately.
I don't get many deliveries to the door due to location, most couriers won't come down dirt tracks in the woods with limited turning space. A neighbour once had a delivery from a large truck (25 tons i think), actually took longer to turn the truck round than to do the delivery itself. About 4 hours and clearing a bit of the forest so he had a turning space.