“Before these events, I had an order from a different retailer sent via Hermes. On the day due for delivery, I received a call from the driver asking where I was. The driver was at a different property approximately 400m up the road (same postcode). Informed her of this and she said “oh that isn’t my area. Can you collect it?” I couldn’t as being a key worker, I was away from home all week, working. She instead returned the parcel to the depot with a note on saying that it was on the wrong route and specified which route it was to be on.
18/05/20 – Placed an order with well known sports team of some items (also happened to eas gifts for family who have been having a hard time during lockdown.
19/05/20 - Dispatched with Hermes.
21/05/20 - “Parcel is with your local driver. Expect between 10:00 and 12:00”…. 10:14 “There was an error with your parcel, please allow 24 hours”.
22/05/20 – “There’s been a delay. Please contact us about your parcel”. As a customer receiving a parcel you have ZERO access to contact Hermes. Holly the automated service online and the automated service on the phone. "Contact the retailer in the first instance" is the message. But why?! Hermes asked ME to contact THEM directly. Needless to say, couldn’t contact them. So, I contacted the retailer as Hermes advised. Retailer informed me that according to Hermes, it is a “Postcode error”. Confirmed my postcode to be correct, told retailer about situation above with wrong delivery area and retailer informed Hermes
23/5/20: Called by Hermes (private number of course) to confirm my address. Confirmed it and explained that it needs to be on a different route. “Yeah, yeah, yeah ok bye” was the reply.
25/05/20: “Parcel is with your local driver and will be with you between 13:00 and 15:00”. 13:10 “There was an error with your parcel, please allow 24 hours”. More chasing to retailer.
26/05/20: “Delay with your parcel please allow 48 hours” Also placed an order from a separate retailer, didn’t realise Hermes was the delivery courier… (What occurred with this parcel was EXACTLY the same process as above)
01/06/2020: “It’s with us”
12/06/20: Contacted retailer – Hermes have lost your parcel. It seems the same is happening with the other one too.
From this point forward, I will do as much as possible to avoid Hermes including talking to companies first about which courier service they use. I'm even prepared to pay double the amount to avoid Hermes.
If you can, I'd advise you try to do the same too.
PLEASE RATE ON TRUST PILOT TOO. Make sure it is the correct page as "Hermes parcels" is the unofficial one. "Herms UK" is the correct one and it is currently sitting at 4.2 stars out of 5!! Alot of suspect reviews on there. Link below”
“My parcel containing trainers for my hubby for father's day was stolen by the courier! Pretending that he delivered it to me at 12.2pm, when I had been sat in my front garden the whole day. No telephone calls being answered, even my local depot wouldn't help. E-mail addresses are changed all the time, meaning no one reads or answers emails. No one to turn to when things go wrong. CUSTOMER SERVICES ARE NULL AND VOID!
AVOID THIS COMPANY AT ALL TIMES!!!”
“Give slot time which never fulfilled. My delivery was 4 hours late no courtesy call to explain the lateness when it was delivered ask courier why was it late,he total blanked me ,even driver not up to scratch”
“Really not sure how this awful company is still allowed to trade. Parcel picked up from vendor on 26th May, 10 days later and it's still at the 'We've got it' stage. Tried to ring their number, just get disconnected. Taking money under false pretences. I will never use these crooks again EVER!!!”
“I placed an order for next day delivery and it has yet to arrive 7 days later. I used the companies tracking app, but after 3 days all it says is that my delivery is delayed for 24hours. The app has not updated for 4 days now. They have no contact phone number. I filled out their inquiry form and no one has responded to me. I wonder if the company is even still operating?”
“Keep sending me emails DELIVERY TODAY BETWEEN 5 7 PM was waiting No one came. Next day new email - WE TRYED TO DELIVER YOU MISSED YOUR PARCEL! ARE YOU SERIOUSLY???? THATS NOT FIRST TIME all the time ! My husband's parcel worth 50£ was missed TRYED TO CALL 1000000 TIMES went to they wearhouse ( 40 min driving ) no one knows NOTHING !!! WAIS OF MONEY AND TIME ! TERRIBLE SERVICE .... NOT RECOMMEND AT ALL !”
“Try to Send a food items to a vulnerable someone during the lockdown through Hermes But Hermes charged me the postage and never came to collect the parcel, I contacted them lots of times but update I have not received my refund and they never collect the parcel. Never use them again ever”
“I had a problem with a parcel being sent by Sports Direct. The Hermes staff in Tyneside did so much to try and resolve my problem. Thanks Sam, Kevin and Angus.”
“Russell at Bridgewater depot you are an absolute star. My parcel was due to be returned to sender due to closure of Argos during Covid 19
Russell retrieved this parcel and had it delivered to my home address the same day. This was a fantastic gesture as the parcel contained a medical nebuliser I'll never forget you kindness and belief in Hermes courier service”
“I have just had a laptop and a mobile phone sold on ebay STOLEN by Hermes. They were never delivered!! Avoid and report them to the watchdog and police!”
“parcel due to be delivered to me on Feb 28 th or March 1st tracked as in in "local depot" on Feb 28th and disappeared.
They have NO interest in remedial action if they lose a parcel - it is up to the sender to make a claim.
This happened well before COVID 19 had any significant impact on courier services so not an excuse.
They exist solely because they are cheap.
DHL etc are more expensive not because they make more profits but because they have an effective and professional end to end logistic system . That costs money and that is what one is paying for: extremely high probability of delivery fulfillment
IF you want to make sure that your parcel actually gets DELIVERED then use almost any other courier e.g. Royal Mail, Parcel Force, DPD, DHL etc”
“Useless. Impossible to contact them. I can safely say that in future when I shop online in the future I will avoid any and all companies who want to use them.”
