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Has anyone succeeded in speaking to a human in Hermes' Customer service department?
No, but I did get a refund out of them for a damaged parcel a couple of years ago and a missing parcel once too, so it's not impossible to get some 'service'.
Not talking to them but I've used the webchat to good effect.
you know those kids who used to ring peoples doorbells and then run away before they answered?
Where do you think they went to work when they grew up?
Hermes and customer service lol !!
You have to go through the customer service chat...
Which is an experience. I bought something on eBay which spent about 3 weeks bouncing between the courier & distribution centre, then it ended up with the seller again.
I’m quite a calm person, but they made me want to hurt them.
Prior to that, I’ve never had an issue, frustratingly.
Hermes are cheap, very little in terms of questions asked about contents; there's a reason the service can be so shit. I've just had a failed delivery, to a Go Outdoors store. Could be any number of reasons why the courier didn't, but I'll never know.
As a rule I don't use them, this was done through GO Outdoors and if I'd known they used Hermes I'd have shopped elsewhere. Utter, utter dogshit company.
Mine's an ebay purchase, too. Ebay themselves are next to useless (but very 'nice') - it was sent with Packlink who sub to Hermes. Packlink are Ebay's 'Partner'. The thing is, my £105 purchase appears to have disappeared after one failed delivery attempt. Ebay won't refund because of the attempt, Packlink aren't contactable and Hermes think it's 'out with the courier'. Aaaaagh! The thing is, I don't want to give in, but what can I do?!
I've just lost my ebay package (sending) that I sent via packlink /hermes.
The tracking says that it is still at the drop-off. I called in to ask the drop-off owner, who informed me that the drivers don't bother to scan the packages when they pickup. I've therefore got a tracked package lost in their system as its not being tracked.
Hermes pass you to packlink. Packlink don't respond.
My advice. Deal direct with hermes (what do packlink bring?) if you must use the hermes cheapo, unprofessional service. At least you can then deal direct when it goes wrong.
I've written off my £70
I bought something on eBay which spent about 3 weeks bouncing between the courier & distribution centre, then it ended up with the seller again.
I think I'm about to experience this. Bought a Vivioactive last Friday, seller dropped it off Monday and tracking has sitting in Rugby since very early on Wednesday.
I wouldn't mind but I thought the seller had it as being despatched by Royal mail 1st class. Hermes are absolutely terrible, although the local couple that actually deliver the parcels are really great, it's the lottery of whether it actually gets to them.
Hermes customer service is a bit slow, and they ask a lot of q's, but if you've got your item suitibly insured, they do sort it out eventually.
I've had one parcel go AWOL, one parcel delivered, signature got, but it wasn't the buyer, so it was delivered to the wrong building.
I've also had missing parcels from parcelforce, chased, still missing, said delivered, but not, so put in a claim, to have it then turn up...
all cases with Hermes I got the insured value for the item that didn't make it, just takes a bit of time.
Here we go...
Tried to deliver but you weren't in at 14:43.
Erm, the building is open from 6am - 6pm with a minimum of 4 people on site. #facepalm
Bought a frame from someone on here and it was sent Hermes, after previous experience I was expecting it to actually be delivered sometime next Julember. Luckily a neighbour spotted the delivery guy pretending to knock on the door and took it in.
Last thing I had delivered by them took 3 weeks of "failed" deliveries before they physically knocked on the door.
Couriers like Hermes live or die by their 'last mile' driver. I'm lucky, my local guy is great. Yodel on the other hand...
Point of note, if you're on the receiving end rather than the sender, it's the sender's job to chase up non-deliveries. That's who you need to get on to.
href="https://www.facebook.com/kelly.homan.940/videos/10222422095007687/">hermes
^^ lol 😆