Hermes UKReviews 136

This is the last time I use Hermes. My parcel has been with my local depot for 10 days, no reasons for delay. Can't talk to a human. Made numerous contact with the robot & made phone calls, again with the robot, but they are absolutely useless & can't resolve anything. You can't complain, again only via robot. You are so unprofessional, what customer care do you provide? NONE. The parcel was delivered today. The seller has also now stopped using them due to this & other items dispatched same day having a long delay. Get your act together & provide a professional service, which you claim to do & employ humans to deal with customer enquiries & complaints.

Please see the Resolver case below that I raised due to my goods being lost on the way to the buyer by Hermes... again!
Unfortunately Hermes hide behind automated answers so they don't have to talk to you. I originally tried to contact them directly but could not get past the computer-generated assistant so I went to Resolver who also can't get past the automated service. It keeps directing us back to the computer assistant... that you can't get past.
This company are TRASH and there should be legislation in place to stop cowboys like this trading.

Resolver Case *******Complaint against Hermes by Chris Price
Generated 19/09/21 at 11:09 GMT
Complaint against Hermes Parcel delivery/cover case *******
Case Details:
Company: Hermes
Service: Parcel delivery/cover
Reference: H0067A*******877
Date Raised: 19th September 2021 at 11:47

When it happened:
September 19th, 2021

What happened:
I sold an item via eBay using my partner J... account (Item number: ************** & Order
Number: 20-*******-*******) and booked delivery via Pack-Link, an eBay service which is powered by Hermes. I didn't realise it was a Hermes service. If I had I'd have opted for an alternative courier.
Anyway, the item was scheduled for delivery on September the 8th but has still not arrived (19th now) The on-line tracking is not telling me anything and Hermes have made it impossible to speak to a human-being as all I can get hol of is the computer assistant with its pre-set answers. I've spoken to eBay and Pack-Link who say the problem is now with Hermes as they were the contracted couriers.

What I want:
Refund me now please. It's too late to make the delivery as I've sent a refund to the buyer. I also would like the postage cost back in full ASAP.

This company is awful and should be avoided at all costs. Use a proper delivery company. I sent a parcel with this "delivery company" in june. The company over 3 months have told me it has be n picked up, then it has been delayed (for two months!) Then it had been delivered, then it had not been delivered and was still delayed and now it appears it has been lost. There online chat makes it impossible to get in touch with them, their phone line is automated and does not recognise what you are saying so asks you to input your delivery number in your phone keypad (this starts with a letter making it impossible to do). Their head office number is no longer in use. I finally found an email address to contact their office, a week later I was asked to fill in a form for compensation which I did, only to be told my item was not eligible for compensation or the price of my parcel back. This to me sounds a lot like theft. AVOID AT ALL COSTS!

Worst Delivery Service in the UK
We have 24 hours receptionist the Hermas send us a message asking to pay £2.00 for redelivery because the driver went to the wrong address

I am expecting delivery of 2 parcels. I have tried tracking. Initially, the tracking was good until they posted 2 photographs of an attempted delivery which was of nothing at all. We were home all that time and have security cameras so we know the Hermes driver was lying. Not note either of delivery attempt. I have tried to contact Hermes, but you can't just get through! Just a stupid robot at the end of the phone. Have they gone bankrupt? They used to be quite good. Mindless photo below. Absolutely useless and doesn't even deserve 1 star. I have now contacted the retail company and hope they use another courier company

Driver refused to accept a refusal of a delivery and insisted the parcel was accepted. Trying to contact Hermes afterwards to complain was impossible. Their automated phone and online service would not let me proceed further once it identified the parcel had been delivered. Impossible to speak to or email anyone. Terrible customer service. Don't use them - if you have a problem, you won't be able to contact anyone.

My parcel was supposed to be here 4 days ago and it's still not been dispatched. I have rang the only number they have and it is a robot voice asking me for my tracking number. When I tell them they say it wrong and make you repeat it over and over again until you put the phone down. I contacted them through their online chat and it's a robot again. Basically telling me my parcel hasnt been dispatched and I need to wait. How discusting is this service. You can't even speak to a real person just a robot that fobs you off

First time user to send parcel via Hermes. Parcel allegedly lost, mmmm.
Now a little boy won't receive his birthday gift. Disgusting, untrustworthy company, will never use again. Going back to good old Royal Mail.

They have said my item is out for delivery for 8 hours today and they have refused to tell me what.

I got an email saying this would be delivered on the 13 August. It finally arrived on the 17th August. I was supposed to go on hols in the camper on the 14th Aug but had to wait for the part you were supposed to deliver on the 13th Aug. Crap service, Crap company!

The driver said that he came to my house at 16:35 which was not truth. I had been waiting outside for the important order and the driver used the same yesterday photo when I missed my order.

Update on your parcel
16:35 - Sat Aug 14
Your courier has had an issue with getting to the delivery address. If you have any delivery instructions you think might help, visit the help section and use the contact us page

This is the worst delivery service I have ever used and I won't be using them again. I sent several parcels over a couple of days and every single parcel was at least 8 days late, one parcel still hasn't been delivered and is 18 days late. The automated assistant is a complete waste of time, the phone number is automated and therefore is also a complete waste of time, there is no email to contact anyone about issues, I don't know how this company can get away with operating a business this way, the customer has to have a way of speaking to a human being when they have an issue. I think an ombudsman needs to investigate this disgraceful company and force them to change the way they operate.

The worst of the worst. Never use them ever. No parcel, no refund, no way to contact. And that coursed me a lot of problems

I ordered some coffee beans from Amazon. Never received them. It says it is delivered and that I signed for it while I am working aboard for a few days and my husband is at home nothing has been delivered. Can't reach customer service they don't have one you can't speak to a human. Awful. Second time this is happening in 6 months worst company ever how do they still exist it is terrible

I paid for an item to be returned to the sender.
This was collected on the 5th july 2021 and was meant to be returned within 5 working days however this time has now passed. I have used the contact us on the hermes page however only advised that there is a delay 15/7/21 and advises it will be updated in 24 hours however no update since and no updates since
I callesd customer service on the phone Was told by the agent that she would contact the depot and that i would be advised of the update today, still noting
Calling the customer service only provided the same information which is on my tracking information as well molly the virtual assitant, therefore having waited 15 mins to get through was a waste of time especially as they didnt send an email to the depot as advised.
My parcel for return values 179.00 and is sitting idly with no explanation as to what has happend and no real way to get this resolved... this is a very poor service and will be the 1st and last tine that i use hermes

Crap, crap and crap are the 3 words that describe this company. If you want your parcel go elsewhere

They lost my parcel for 5 times. Avoid this company, the worst delivery service ever! Receiving a parcel from them is a lottery

I just has lost 70 quid just because the courier she has left my parcel to some of my neighbour and I didn't have a clue to which one she did the pictures says delivered and job done but sorry I can see clearly is not my door definite
Proper stupid no respect at all

I have hit a brick wall trying to get refunded for a failed parcel collection. I did get an apology but no money! Now to add insult to injury having sent my parcel instead via their locker system the tracking stalled 5 days ago and I cannot get any means of discovering what's happening. It's a sad reflection when ones only option is to contact the CEO. Wish I could give minus stars.