In the past I've had acceptable service from Hermes, and I've defended them on numerous occasions.
But the last half dozen times I've used them have been farcical. I will absolutely NOT be using them again... ever!
FWIW I've left a crap review on TrustPilot for the last 2 cockups...
This one was when I was selling donated items to raise money for my wife's cat rescue during the summer....
I've given 1 star because it won't let me leave no star. Utterly awful company to deal with when you have a problem with a delivery. Impossible to actually speak to a human. Useless online assistant. Useless automated telephone assistant. No contact details to actually get a message to anyone or claim the compensation they owe me. They've taken my money, and my parcels, and now my parcels are lost. I have had to issue 4 refunds due to this useless faceless company. I have always been the one to defend them but never again will I do that. Do yourself a favour and NEVER EVER USE HERMES!!!
And this one was when I was returning an arcade related item for a refund last month....
I've been burned by Hermes too many times before and swore I'd never use them again. I had a moment f weakness and caved in because..... they are cheap! I booked the collection option. They never turned up to collect on the day I'd booked (at my workplace). Next day they turned up to deliver something. They reluctantly took my collection parcel. The next part was not necessarily their fault.... they claim the recipient did not answer the door on 3 occasions when they tried to deliver. But they left no card to say they'd been... bit odd.... 3 times? Anyway, the tracker said they were returning the parcel to me. 2 weeks later and no parcel. Then it said they'd tried to deliver but no answer.... twice! On both those dates and times I was here! Finally it said they were delivering again on Monday. The Hermes man turned up to deliver a parcel.... not mine! He confirmed he had no parcel for me, and had not tried to deliver on either of the 2 occasions on the tracker. I called the useless automated service and got the usual spiel, but was then able to get on a queue to actually talk to somebody. After waiting nearly an hour I spoke to JULIE. She was excellent. She found my parcel was still with the driver to be delivered to the original recipient address. She got an exact ETA from the driver. I contacted the recipient and made him wait at the door to meet the driver and/or prove he actually turned up. Took 1 month to finally deliver my parcel. The conclusion here is that the tracker system is farcical. You must phone, stay on the line after the robot response, and say into the phone "I WANT TO TALK TO AN OPERATOR" to get put into a queue, and actually talk to somebody. If you're lucky it will be JULIE.
At least they've reinstated a human response now, although it's not easy to get to the real person.
But the last half dozen times I've used them have been farcical. I will absolutely NOT be using them again... ever!
FWIW I've left a crap review on TrustPilot for the last 2 cockups...
This one was when I was selling donated items to raise money for my wife's cat rescue during the summer....
I've given 1 star because it won't let me leave no star. Utterly awful company to deal with when you have a problem with a delivery. Impossible to actually speak to a human. Useless online assistant. Useless automated telephone assistant. No contact details to actually get a message to anyone or claim the compensation they owe me. They've taken my money, and my parcels, and now my parcels are lost. I have had to issue 4 refunds due to this useless faceless company. I have always been the one to defend them but never again will I do that. Do yourself a favour and NEVER EVER USE HERMES!!!
And this one was when I was returning an arcade related item for a refund last month....
I've been burned by Hermes too many times before and swore I'd never use them again. I had a moment f weakness and caved in because..... they are cheap! I booked the collection option. They never turned up to collect on the day I'd booked (at my workplace). Next day they turned up to deliver something. They reluctantly took my collection parcel. The next part was not necessarily their fault.... they claim the recipient did not answer the door on 3 occasions when they tried to deliver. But they left no card to say they'd been... bit odd.... 3 times? Anyway, the tracker said they were returning the parcel to me. 2 weeks later and no parcel. Then it said they'd tried to deliver but no answer.... twice! On both those dates and times I was here! Finally it said they were delivering again on Monday. The Hermes man turned up to deliver a parcel.... not mine! He confirmed he had no parcel for me, and had not tried to deliver on either of the 2 occasions on the tracker. I called the useless automated service and got the usual spiel, but was then able to get on a queue to actually talk to somebody. After waiting nearly an hour I spoke to JULIE. She was excellent. She found my parcel was still with the driver to be delivered to the original recipient address. She got an exact ETA from the driver. I contacted the recipient and made him wait at the door to meet the driver and/or prove he actually turned up. Took 1 month to finally deliver my parcel. The conclusion here is that the tracker system is farcical. You must phone, stay on the line after the robot response, and say into the phone "I WANT TO TALK TO AN OPERATOR" to get put into a queue, and actually talk to somebody. If you're lucky it will be JULIE.
At least they've reinstated a human response now, although it's not easy to get to the real person.
