My Hermes delivered parcel to wrong address

[daisydalrymple]

Aaaaaggggghhhhh!!!! Anybody ever had my Hermes say they’d delivered your parcel when they hadn’t??? I was in all afternoon yesterday sitting by the window. When I checked email I had one off Hermes saying they’d delivered my parcel an hour earlier. They hadn’t. The email says there’s proof of signature, but of course they’re not taking signatures in the current climate. When I click on their proof of signature, it just tells me they’re not taking signatures.

When I go online to chat with ‘Holly’, the virtual assistant, I get stuck in an infuriating loop asking me for my tracking number and telling me my parcel has been delivered and ending the chat. Same thing happens when I ring customer services.

What can I do??? I just want to speak to a human being to tell them I haven’t received my parcel and they must have delivered it to the wrong address! 😭😭😭 I’ve checked with neighbours, nobody has taken it in. But they wouldn’t have needed to, as I was in all day and the front door is next to the living room, so I definitely didn’t miss any deliveries.

[VeggieSausageRoll]

Here people seem to have a lot of success on the local Facebook page with getting in contact with the local Hermes manager for the drivers. Admittedly the guys for our area are pretty good. Could try that?

[Mirrorxx]

I had the same issue last week and still haven’t been able to speak to anyone. I tried to message them on twitter but no reply

[Flynn999]

Contact the company you ordered through and they can get hold of my Hermes for you.

[bruffin]

When they notified me they had tried to deliver and i was out including a a photo of the wrong front door. i spend ages trying to get through to them going round in circles. I ended up talking to the original seller and they sorted it out. It was a mobile phone i had paid extra for a saturday delivery, i was not amused

[H1978]

Good luck trying to contact Hermes, their customer service is atrocious. I would contact the seller, that’s what I did when my H&M parcel went missing. Although I got a refund, they never found the parcel.

[daisydalrymple]

Thank you all, I’ll try these suggestions! The most annoying thing is the parcel is two boxes of glasses, they’re only from George / Asda, so only £20 for both sets, but I waited ages for both sets to be back in stock and they’re now sold out, so if the parcel is lost it means I won’t be able to reorder them 😭

[DeadSouth]

The company you ordered from can claim it as lost with Hermes and give you a refund or replacement order.

There’s little point in going through the courier as they tend to take weeks to do anything

[amymel2016]

Speak to Asda and they should contact Hermes for you. I always found Hermes said they’d delivered the day before they actually did so hopefully it’ll turn up today. I think it’s so it looks like they’ve delivered more than they have.

[Samster45]

We had this issue and used resolver.co.uk. It’s the only way I managed to contact them

[Chocolatebrownielove]

I live in a block of flats and due to secure doors, you can't get to individual flats without buzzing then coming up four flights in lift or stairs. Hermes apparently don't like to do either. They manage to get in with service button then dump all deliveries for every flat in the communal area. I only find out the parcel is "delivered" when I get the email about two hours later. Some days parcels are piled up from all sorts of pricey sellers, I could honestly have my pick of deliveries for everyone in the building when walking past. It's so frustrating. DHL, dpd, royal mail, Amazon and yodel all at least have the decency to buzz and let me know they're here and to come for the parcel, even if they don't come upstairs. If there's ever an option to pay more to have the parcel delivered by someone other than Hermes I pay because Hermes are just not worth the hassle sometimes.

[EnterNight]

Your contract is with Asda so it's them that need to be dealing with Hermes.

[JovialNickname]

As PPs have said you need to contact Asda! Hermes lost my Debenhams parcel (before it even got to me) and after an infuriating 2 months chasing it up Debenham's have finally reported it missing to Hermes, and have just today issued me a refund. Debenhams customer service was abysmal too but it was them, rather than any direct contact I had with Hermes, that resolved the problem.

[bruffin]

Your contract is with Asda so it's them that need to be dealing with Hermes.
Also Hermes contract is with Asda, not with you, so leave Asda to deal with Hermes

[amusedbush]

Hermes failed to deliver a parcel to me a couple of weeks ago (also from Asda, funnily enough) saying they couldn’t gain access to the property. It’s a house with a clearly numbered front door and they deliver stuff here at least once a week

I got stuck in the same annoying chat bot loop but I sent an email to their help address, they came back quickly and the parcel was at my door an hour later.

[Runnerduck34]

Im having similar problems with white stuff order supposedly delivered by hermes.
Was showing as with courier for over a week then it was marked as left in safe place. It hasnt been delivered, Im working from home , the window by my desk overlooks front path, I haven't been anywhere so would have noticed it being delivered but still checked with neighbours, under bushes etc and its not there. Contacted my normal hermes courier ,she was on leave that week and got agency driver in, loads of parcels had no end of life data so depot manager marked them as delivered to ( non specific) safe place. white stuff now wont refund 😡
Useless hermes customer services and white stuff phone lines closed so having slow frustrating emailed conversations with white stuff customer services.

[MrsGrindah]

Oh god I’ve had horrendous experience with Hermes ( also live in a flat). They basically lied about everything. Promised I’d never use them again but it’s hard to find out in advance which courier service the seller uses. Anyway forgot about my vow and drunkenly ordered a blouse at the weekend. Apparently it’s coming tomorrow..via Hermes..fingers crossed

[fandemic]

I had that with DPS just before xmas. I was watching the updates on their app. I watched the van pull up, waited for the guy to approach the house ... and then the app showed that it had been delivered and the van drove off. It was a stressful nightmare but I did eventually get my package. The company made the guy who had delivered it to the wrong place come back and give it to me ... he told me that he isn't given enough time to make his deliveries, which completely checked out with the updates I'd been getting on the app (it took him 15 mins to get to my house from a location that usually takes me 30 mins to drive to!). Given that the couriers take photos of the item after it's been delivered, it should be possible to show that it's not your house? Good luck.

[daisydalrymple]

Thanks all. Believe it or not I had a next delivery come today by my Hermes! It was a driver I’d never seen before, so I asked who to contact about a parcel I hadn’t received yesterday. He said he’d delivered a parcel but nobody was in so he left it by the door. When I said we’d been in all day, he backtracked and said he’d go back and see what ‘they’d’ done with it. Wouldn’t give me a local contact number, just kept saying he’d sort it. Nothing so far, but I logged it online with George and also resolver. Thanks for all the tips.
Never had a problem with them before. So infuriating.

[fandemic]

Ugh, sounds fishy. Did you pay by credit card? If so you can make a section 75 claim if it's over £100 - www.moneysavingexpert.com/shopping/section75-protect-your-purchases/

[daisydalrymple]

Value is only £20, but it’s so annoying as I’d waited weeks for both sets of glasses to be in stock at the same time. They’re such pretty glasses 😭😭😭