For all who have troubles to communicate or get in touch with the Hermes customer service: SEND AN OFFICIAL EMAIL COMPLAINT TO HERMES CEO, this has worked for me. ******************************************************************* Why in your order statement do you indicate your obligation to pick up the parcel from sender’s address on a specific date, when you cannot guarantee a collection on that day? Why, if you cannot guarantee a parcel collection on a specified day, can’t you at least let the sender know about your pick up in the morning of the day of collection? The sender had to sit at home and wait the whole week from the promised pick-up day until the first collection attempt. And it was so ’soon’ just because of the intervention through your CEO (many thanks him for that). Why is it virtually impossible to contact your customer service by email, and the only way to get an email reply from your customer service is to send an email to your CEO first? ******************************************************************* This is my first experience as an order creator and a parcel recipient. Order created on Monday morning 2 November – the parcel to be collected from London, to be delivered to Bridgend, collection date Tuesday 3 November. Ordered, paid, order confirmed – all seem good. However, the sender has waited for your courier all the day, no email to him, no message, no pick up. The parcel has not been collected on following days (4-6 November) either, sender was just sitting in vain at home and waited for your courier from 8am till 8pm on Tuesday, Wednesday, Thursday, Friday – nothing. The tracking number kept saying ’We’re waiting to receive your parcel from the sender.’ I have repeatedly tried to contact Hermes customer service via several emails found on internet, but none of those worked. The only functional email I found was the one to Hermes CEO Mr. Martijn De Lange, to whom I sent my official complaint on Thursday 5 November in the night. After that, I received an email reply from Hermes customer service on Monday 9 November. Probably only thanks to my intervention via an email to CEO, the first attempt when Hermes courier tried to pick up parcel from the sender was as soon as Tuesday 10 November – the whole week after when it was supposed to be collected (3 November). Unfortunately, the collection was not successful because of missing Hermes label for scanning (my mistake). Label fitted to the parcel in the evening 10 November, parcel ready for the next day collection. I received a phone call from Hermes support 11 November that they have to raise a request for a collection again, and that their management team should reply within 24-48 hours. Also received another email from Hermes customer service on 11 November. I appreciate these responses. However, another 7 days (5 working days) from the first collection attempt have passed, but the parcel still has not been collected, no any update either. On Wednesday 18 November morning I am sending an enquiry email to Hermes support team (via a secret email not found directly anywhere publicly on internet) about the progress in my case, but no reply. So on Friday morning 20 November sending an escalation complaint email, again to Hermes CEO. Just a couple of hours after that – the magic has happened – the parcel is being picked up from the sender, and delivered to my address on Wednesday 25 November. What a painful journey! Was it just bad luck I did have with Hermes? I don’t know. But it was a very useful and valuable experience and lesson for me. To be fair, two weeks later I have tested Hermes once more again. One significant difference – parcel has not been collected from the sender’s address, but the sender sent it via Hermes drop off point. He dropped it there on Wednesday morning, and on Friday night the item delivered – the delivery time less than three days – smooth, flawless, perfect service. As if it were a completely different Hermes. So overall – rather mixed experience. Will I try to use Hermes again in the future? To be honest – I don’t know, but if so, then only via a drop off point, never again with the option to pick up the parcel at the sender's address. Three stars for one appalling and one perfect experience.