“I recently asked the subscribers to the 'Nextdoor' website for my semi-rural neighbourhood if they were experiencing the same delays and other problems I have been experiencing with Hermes. 14 people responded to report that they too had received an appalling service from the company. The delays seem to be due to Hermes regularly being unable to find anyone to deliver parcels because being paid per parcel with no mileage allowance isn't attractive when a lot of time and money is spent travelling between drop-offs.
If I posted this one-star critical review in the Hermes UK profile, for which Trustpilot receives income from Hermes, it would be removed by Truspilot's software within half an hour. Why is that I wonder?”
“Once again the last tracking event (on 11 September) for a parcel I was expecting was "We're sorry your parcel is delayed, we'll have it on the move in the next 24 hours" but 15 days later there is no delivery, no update and no way of messaging Hermes customer services other than by emailing Hermes CEO Martijn De Lange. Once again, having done something to lose the delivery driver who had (generally reliably) served my locality for eight years, Hermes seems to have been unable unable to find even a relief driver for my locality.
I'm now having to avoid online retailers who might use Hermes and message eBay sellers who aren't specific about the delivery service they use to be certain it isn't Hermes. Parcels I might once have sent by Hermes now go by Royal Mail.”
“Said they had delivered when they hadn't. When challenged it arrived two days later deliberately opened and then repackaged. If I could give them minus stars I would”
“The last tracking event for a parcel that Hermes should have delivered on Friday 13 August told me at 08:21 that day it was "on its way to the courier". But it didn't reach the courier and wasn't delivered. Neither was it delivered on Saturday, Monday, Tuesday or today. So, once again, Hermes does not seem to have a courier to deliver in my area and once again undelivered parcels are piling up at the depot.
I was told by a temporary courier as he delivered a much delayed parcel that the lady who had, generally reliably, delivered parcels to my area for the past eight years had resigned because she wouldn't agree to working an extra day due to her domestic circumstances and that parcels had been piling up at the Plymouth depot. He was quite scathing about the way she had been treated and how customers were being failed. We did have a new regular courier for about three weeks but he too seems to have thrown in the towel with nobody to replace him.
Citizens Advice has recently reported on the appalling way delivery companies treat their contracted workers and how this adversely impacts on services to customers. That is something I have been particularly experiencing for the past few weeks.”
“The last tracking event for a parcel that Hermes should have delivered on Friday 13 August told me at 08:21 that day it was "on its way to the courier". But it didn't reach the courier and wasn't delivered. Neither was it delivered on Saturday, Monday, Tuesday or today. So, once again, Hermes does not seem to have a courier to deliver in my area and once again undelivered parcels are piling up at the depot.
I was told by a temporary courier as he delivered a much delayed parcel that the lady who had, generally reliably, delivered parcels to my area for the past eight years had resigned because she wouldn't agree to working an extra day due to her domestic circumstances and that parcels had been piling up at the Plymouth depot. He was quite scathing about the way she had been treated and how customers were being failed. We did have a new regular courier for about three weeks but he too seems to have thrown in the towel with nobody to replace him.
Citizens Advice has recently reported on the appalling way delivery companies treat their contracted workers and how this adversely impacts on services to customers. That is something I have been particularly experiencing for the past few weeks.”
“Appalling delivery service and also customer support. Everything automated and basically telling you nothing. This has happened so many times with Herms. I've never known them deliver on time but it's getting worse.”
“Any Company in the UK who value good customer service should seriously think twice when considering using Hermes to deliver their goods. They have a history of poor service and do not care where they drop off their deliveries. One major problem is they complet let disregard postcodes. If you have say an address which begins with Glebe House they will enter this into their sat nav and deliver to the first Glebe House on their list even if it's five miles away from the correct address. So bad it's almost laughable. As for answering your questions on communicating with Hermes. You can't speak to a person.
Andrew Brooker”
“Got an email saying they had got my parcel, they didn’t email to say when they were delivering it .. next thing I got email to say they had attempted delivery unsuccessful, I was at home all day when they said they attempted delivery, so then got email to say they would deliver next working day, waiting in and no delivery.
There is no one to ask or complain to, when you click onto their site and ask for help you get a BOT called Holly. Absolute rubbish service from this company.
They have delivered parcels in the past and not emailed me to say when they are delivering it.
They have actually taken their company reviews site down from Trustpilot ... wonder why that might be eh?
You cannot email them or contact them by phone
They have still got my parcel , they do three attempts and then send the parcel back, this parcel came from America, am I supposed to wait in every day on the off chance I might be lucky enough to get the parcel before they send it back.
This is so annoying, frustrating, dissapointing, I am honestly surprised they are still in business.
If I could give them minus zero stars I would
Terrible Terrible service from these people”
“Very poor customer service. Got stuck talking to a robot because there no way to communicate with some human being. Never even helped with my concern about the parcel I am expecting and every day they keep delaying the delivery for 24hours. Bad experience for me and in the future I will try to avoid Hermes as much as possible.”
“The most useless courier company ever. Every parcel delivered late if it turns up at all. They also lie constantly about making delivery when you're in and they say attempted delivery. AVOID AT ALL COSTS, AND IF A SUPPLIER SAYS THEY USE THEM, THEN REFUSE TO BUY FROM THEM. Useless.”
“Sent package with tracking on 2021 January 21. I can see the package on their hand.
Contacted customer service first time an told me to wait more
Contacted a second time and told me to fill form for paid back.
now they refuse to refund the lost package, because is more then 1 month after sending package (and they told me first time to wait more)...
the insurance is useless if it expire after 1 month
Not very serious.”
“I see the ratings here and I understand. This company should be stopped and trialled. Their mailman go as far as to post fake delivery photos and customer service is inexistant. STOP GIVING THEM WORK. Hermes is the most disgustingly dishonest mail service.”
“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.”
