Sorry to ask but have been through everything I can think of - Hermes delivery

[BasiliskStare]

I have been on the customers phone longer than I have loved ( it feels like )

So - DS wanted to send some stuff to someone. I paid the lower price ( freely admit) Parcel was collected but lost in the Depot ( quite a big parcel ) I have almost lost the will to live chasing this up. I eventually got someone to say we could get a claim form for lost parcel - but it ( claim form ) has not arrived & I cannot find anyone to speak to. At least 7 - 10 phone calls between recipient and me & web chats

Can anyone who is used to dealing with Hermes give me a steer as to where I may make a complaint. - This is now a month / 5 weeks for a package which was meant to be 4 - 5 working days - and they have lost it ( took a few times to establish that - not great but it is what they are saying)

Any help gratefully accepted.

Sorry meant customer service phone rather longer than I have lived ( not loved ) - though actually - the way I am feeling - both work

They are my worst nightmare I ended up with similar problems to yourself
They never answer email phone calls I ended up going to my local trading standards and they were amazing you should find one in your local council building
I eventually got money refunded with an apology
Hope this helps

@Spinnerscout9 - Thank you

The truth is the sky won't fall in if this package is lost but it is some of my son's things which I said I would do when he was doing exams and it has not worked & I am just cross that I have had to spend more time than I should have repeating a 16 digit number very many multiple times etc when they are the ones who have lost it ( and by the way they say - on a recorded message - we can see you have contacted us before - ) well in the way of merry hell why can't you see who I am and see the chain of emails etc

Sorry @ Spinnerscourt9 I somewhat vented there - but thank you for replying. Thank you for your advice

I am just so cross at how rubbish they are - especially when you have to be on hold when they say Hermes are one of the primary deliverers - well - not really

You got someone to answer the phone? 😮

I've been trying to contact them all day on the phone and on Twitter as well. Not a sausage.

I had a parcel turn up shredded today, with the jewellery inside stolen. Definitely stolen, not lost, because they've ripped the box open and the internal cardboard jewellery box has also been ripped open.

Fuckers.

@ twattingdog

I suspect they are more rubbish with individuals - a corporate contract they may take more care over.

My parcel is 100 cm by 30 cm by 25cm - I have described it to them ( i.e. packaging ) - not that easy to get lost in a depot ( is it? ) - but hey ho - that's what they said

You could try the Resolver complaints process for Hermes: www.resolver.co.uk/companies/myhermes-complaints/contact-details

But @twattingdog - that is just rubbish - feel for you . If I live to be a 1000 years I will never use Hermes again. I'll keep trooping on though through what they laughingly call customer services

I complained on their FB page and they soon sorted it out. You can start a new post so I just replied on one of their posts
www.facebook.com/Hermesparcels/
There is also a Hermes complaints group
www.facebook.com/groups/hermessuck/

Yeah hermes is the worst. Last year my husband was waiting for a parcel (clothes) delivered by hermes. He saw them coming by the door - didnt knock - put an EMPTY plastic parcel bag through letter bix and run away. When he checked the tracking system - it had FAKE signature on stating parcel was delivered and signed. Well it was deliverd ! Empty packaging. And it was signed for! By the driver! Stopped using them since.... Hermes are waste of soace with their underpaid drivers who have to steal to top up their wages

That should have said you can’t start a new post so reply on one of theirs

@ lemonjumper - thank you - I will try that - just so disappointing the actual company would not help - but thank you - will give it ago alongside other things - appreciated

They don't take much more care with a corporate contract, trust me! Bain of my fucking life! I deal with them every single day, and it makes me want to shoot myself in the face!

Last December I spent over three hours waiting in the chat queue, I was that determined to get through to somebody with regards to a parcel that had been AWOL two weeks. They asked for 2 days to search the depot, nothing. They emailed me a claim form, which I had to complete and return to strict timelines (despite the Christmas shutdown). Submitted claim form, they said they had XY working days to respond (so they wanted to allow for New Year shutdown). At the end of that period, they hadn't responded. I chased, and they managed to "find" my parcel 2 days later - and as a result, refused my insurance claim. All they agreed to refund was the actual postage cost.

No need to apologize . Have you tried bad mouthing them on Trust Pilot ALL companies I've noticed especially coming up-to Xmas really don't like customers giving bad reviews on there and 99.9% of the time you will get a response from them then they ask if you would be willing to remove your bad review
might be worth a shot

Thank you all - I am determined I will not get bored of pursuing this before they will - but thank you all for comments and suggestions - very much appreciated

A friend had to threaten reporting them to the police for a missing parcel that just vanished when arriving at depot.
Funnily enough it turned up after that. When the parcel arrived at the other end it had been rifled through (although nothing taken)