“I send a parcel to Denmark on 13th is January 2021 and it has still not been delivered. The parcel cannot be tracked on their website, as it doesn’t recognise the tracking or reference number given by Hermes. Without a working tracking number, you cannot speak to anyone at Hermes. The company doesn’t provide any phone number or email address to which you can contact them. It is an absolute travesty that a company like this is allowed to operate at all.”
“Basically unable to speak to a real agent either on line or on the ‘phone - easily found dozens of postings from customers who confirmed having a similar experience - this is completely unacceptable from a large company - basically bots only allow you to click on limited options none of which allow you to be transferred to an agent or lodge a complaint - I will never use them again”
“Parcel apparently been at local depot for 8 days! Still no delivery. Impossible to actually speak to a human being and no response to emails. Holly is a complete waste of time, three days after being told, rest assured we are looking into your query, still nothing. I will not order again from companies that use Hermes.”
“Ever tried to contact these people lately? just come off the phone after talking to a machine, got absolutely nowhere. Im trying to get some information about a parcel thats gone missing but unable to get anywhere, the retailer says hermes has it, but Hermes tracking says waiting to receive from retailer. WHAT A SAD SITUATION IN THIS DAY & AGE.
Dont think I will be using these cowboys again”
“Package kept in a depot for two weeks despite paying for two day shipping. Impossible to speak to a human being and no way to enquire why the package was held.”
“Paid to have a parcel collected on the 11th December, no one came for it. Couldn't get hold of anyone on customer service, to find out what to do next. Today, 16 days later, the response from hermes is that they apologise for not collected and that I can take my parcel to a local pick up point. Had I wanted to to do that I would have done so and not paid the extra for collection! Absolutely dismal, would not use again.”
“where I live we have a fantastic delivery driver called Steve , unfortunately he is off having an operation at the minute and the stand in drivers have not been as good.
My 5 stars is for Steve, I wish more delivery drivers were like him!”
“Tried numerous ways to contact Hermes no luck at all spent 2 hours online and numerous telephone numbers (that don't igsist) and even tried to get my money back can't get that back either,I've used Hermes in the past and never had this problem before, but I'm never using them again.”
“Hermes.. appalling customer care
Ordered item 23rd Nov, a Christmas present for my daughter, cost £120. Planned 3-5 days delivery. Hermes tracking confirmed it arrived at their depot 24th Nov. On 1st Dec tracking said, 'unable to deliver, contact the sender.' I've done this a few times now and they confirmed it's definitely been delivered to Hermes. Countless efforts to speak to hermes have come to nothing. Unable to speak to a human being. So 16 days later I've no idea what is going on?! Absolutely appalling way to treat customers! I've no idea what's happening. So frustrating. How are they able to get away with it?
10th Dec update: Now 17 days.. Nothing has changed!”
“Just had a parcel delivered and wondered why the driver was moving away quickly from the parcel like it had a live cobra on it, then I picked up the box and realised immdiately why he was running away quicker that Usain Bolt, the box looked like it had been delivered by Ace Ventura and out of 10 items that should have been in the box there were only 4 were left. I have pics.”
“Just had a parcel delivered and wondered why the driver was moving away quickly from the parcel like it had a live cobra on it, then I picked up the box and realised immdiately why he was running away quicker that Usain Bolt, the box looked like it had been delivered by Ace Ventura and out of 10 items that should have been in the box there were only 4 were left. I have pics.”
“Hermes “lost” my item and I feel completely ripped off. To begin with there was no way to contact them, every avenue to contact them was countered with an automated response that lead absolutely nowhere. It was simply impossible to speak to a human. This was an eBay sale and I had no option but to wait until a time when the item could be reported as overdue. By that point I had no option but to refund the buyer for the missing item. Eventually I made a claim and a month or so later was refunded less than a third of its actual value. I would have much preferred to have been reunited with the item but apparently it has vanished out of all existence. No doubt it is somewhere, most likely at auction and making a tidy profit for this firm of cowboys. They must be the shadiest delivery agent in the UK. They never even apologised once in their emails for the loss of the item. It’s shocking that they are still in business, and my biggest regret other than using them in the first place is that I didn’t report the stolen item to the police.”
“Booked on Sunday for collection Monday. Nobody turned up. Tracking said an attempt to collect was made. That's a lie. Tuesday tracking said the collection was made. That was a lie too. After a complaint the parcel was collected on Wednesday and now the tracking says not collected no longer required.
Useless company. Pay a bit extra and get a real courier service. This lot are a shambles.”
“Liars
My heart sank when Amazon said Hermes were delivering my parcel. What I immediately predicted has happened (because it happens all the time with Hermes). They pretend its on its way and then at the last minute lie and say they attempted delivery. They didn't. There is no card saying they tried and I have been in waiting for it. They say in their email "They will have left a card to tell you when their next attempt will be"...Er no they didnt because you are lying. It was never attempted presumably because you dont have enough parcels nearby to bother? This company lies and is an utter disgrace. I would not have placed the order had I known they were the courier.”
“Just read a review and sounds like similar experiences to myself and had to add my two stars. Don’t have to many issues with items being collected or delivered unless it’s something I have sent which has been lost or damaged and both of these have happened to me in last few weeks. So the biggest gripe is how do you deal with that and how difficult it’s made for you to claim as the so called customer service is just appalling or question does it exist. The so called help pages tell you nothing and the online chat system affectionate known as HOLLY a is about as useful as a turd or maybe a turd is more helpful. This pathetic system can only reply to certain questions and is unable to tell you why a parcel is 5 days overdue or why some idiot has dropped it or what you have to do to get the insurance that you have paid for. From here it’s a min 45 minutes wait or longer on the telephone where if your lucky a person who understands your frustration will help you but don’t hold your breath. So I am waiting for an insurance payment and been told it’s 28 days to process and would question why it takes so long especially when you have paid for it and had to pay back the person who’s parcel was dropped. So few days to go for the insurance to be paid and if no money strait to trading standards and small claims court as have no intentions of calling them or chasing this up any further. Back to parcelforce for me who might be more expensive but much more professional.”
“Parcel originally due for delivery today, Saturday 15/8 between 12:00 -16:00. Second message said changed to 11:00-14:00, followed by a message saying delivery attempted but we weren’t in. Our car is in the drive and we have not been out.
Tried online contact - useless. They could not recognise the order no. Asked if I wanted a phone call I should provide a no., So I did, then it said if I wanted a phone call....again and again. I provided a no. twice. Nobody rang.
Companies need to ditch Hermes. They are useless.
On previous occasions they have told us the driver could not access our property, did they need an access code for the gate? Our gate opens by turning the handle. Prior to that they delivered something through our letterbox, showing a pic of the letterbox, not ours. One hour later it was delivered to us, too large to go through letterbox.
Their couriers tell lies to excuse non-delivery.
Someone had better call me on Monday, or I’ll be sitting in the drive ready to give them a piece of my mind and to ask where there local office is so I can pay them a visit.”
“I asked Hermes to deliver my parcel to my neighbour, which they confirmed by email. But the courier, on finding us to be out, just threw it over our garden gate and left it in the rain. The package contained my wife’s new spectacles from Vision Express. It is impossible to contact Hermes other than via their digital assistant (Holly) which is an absolute joke. Vision Express need to review their partnership with this awful company. Their couriers are on zero hours contracts with unrealistic targets to meet.”
