Do Hermes deliberately make it difficult to contact them?

[MayDayFightsBack]

I dropped off three parcels which were returns from retailers at a local Hermes Parcel Shop over a week ago now. Two of them have tracked and have since been returned. The third one shows no tracking details at all. when I enter the tracking reference. When I use the online assistant it insists I need a sixteen digit tracking number so I can't get any help on there because the tracking reference I have is a reference beginning with P followed by 7 numbers. When I try the telephone number provided for help they ask for a 16 digit tracking number or an 8 digit tracking number and won't let me speak to a human being until I provide one - the P number isn't acceptable apparently even though you can enter it on the website as I've tracked the other two parcels. Can anyone give me any idea how to speak to a human being at Hermes please? It's driving me up the wall.

Hermes are a friggin pain in the butt! Several times we've had notice that they could not find our address. It's the first house on the street well marked with a big house number and open driveway!

They often leave parcels on the front doorstep which is is complete full view to the road. Now, if I see that a company uses Hermes, I order from someone else or arrange collection for store if can't get another way.

I hear you. I wanted to pass on some good feedback once but it became too difficult to find a way to do that. They have a twitter presence (@hermesparcels) but it states on there to use a link for contact as it's not a customer service account.

Thanks @Twinkletwat but when you click to message them it takes you back to the same bloody automated help assistant that keeps asking for the reference numbers that don't correspond with the reference I have! There seems to be no way to contact a human being.

Op I had the exact same thing!! With the same P number that didn’t fit anywhere. I finally found a place to trace it on the website pretty much by luck. I also found a different customer service number and after numerous tries finally got through. The lady couldn’t track my parcel using that code either, I had to read her the website link so she could put it in!! She was then able to give me the 16 digit number.

This has all done me no good whatsoever as my parcel is still missing, can’t get in touch with anyone again either from the retailer or Hermes and it’s been 3 weeks now. I’m close to exploding.

This is the number I got through on finally as it doesn’t ask for a parcel number:

‭0344 522 7571‬

And here is where I managed to track my parcel with a P code
new.myhermes.co.uk/track.html#/

Hope this helps!!

Thank you SO MUCH @MarcelineMissouri. I will try the phone number now. I used that link before to track the P numbers but no details come up under this particular number - the details from the other two parcels did though.

Nope, that number's now been changed and the new one takes you to another automated one that insists on the non-existent tracking numbers.

PS so sorry to hear your parcel is still lost. Really hope you find it. I will never use Hermes Parcel Shop again.

Oh no sorry @MayDayFightsBack! I thought I was going to posting and becoming your saviour!!!

How infuriating that they’ve taken away a number that actually lets you through to someone. It’s definitely deliberate. Avoid contact at all costs and hope we just go away

In actual fact when I went to get the website link it is miraculously now showing my return as delivered yesterday!! Having been stuck ‘on its way’ since 1st June. So maybe there is hope. Now I wonder how long it will take to get my refund from the retailer.....

Oh I'm so pleased for you @MarcelineMissouri, that's great news.

@MarcelineMissouri let's hope that happens for all us. I've had the same - returned a pair of shoes to Clarks and they haven't got there. No such number when I try to track it. I thought the shop I returned it through hadn't scanned the receipt properly. I've mailed Clarks in the hope they will help but no response from them either.

Hermes are ABSOLUTELY awful. I can't wait till they go out of business. I know that sounds terrible but they have no idea at all about customer service.

Well it’s not helped at all as I’ve had no refund and the company I was returning it too (Footlocker, also shite customer service) profess to have no knowledge of it.

Also, very suspiciously, the information on the Hermes tracking has changed to say that it was posted in 22nd June and then delivered on the 25th!! No idea what that’s about seeing as I posted it back on .27th May and that is what was stated on their website.... have tweeted them about it but no doubt won’t hear anything back.

Absolutely impossible to get through to a human being. And yes it’s 100% deliberate. I had a parcel showing as ‘in transit’ or something for over 4 weeks. They don’t give a shit.

Don't give up hope. My returned parcel has reached Clarks and I've had my refund. Good luck all!

Just to let everyone know, I wrote to this email address and got a reply the following day. It's supposed to be the CEO's email address, I'm not sure if Martijn deLange is the CEO anymore but the email went through to someone.

[email protected]

Hermes tracker told me that my parcel had been delivered and signed for today. Which would have been difficult as I was on the train at the time! I got home to find it sitting in the middle of the doorstep where anyone could see and take it.

Watch Joe Lycett's investigation into Hermes . He finds out that they are selling big truckloads of "undeliverable" parcels several times a week at auction. Many of them have addresses AND return addresses on them. How they aren't prosecuted I don't know.

I had a problem with an incomplete address. The tracking number was apparently not valid when I tried to input into the virtual non-assistant. I triple checked that I hadn't mistyped (no) so I tried ringing them. I couldn't get anywhere without the tracking number. Hermes you are shit!

They were awful around here, worse than awful, they just didn’t deliver. But recently they have a new, diligent delivery person locally and they’re great (providing the parcel gets sent to the correct depot in the first place..)

One of our Hermes delivery people is great, the other one smokes in her van and every parcel she delivers stinks. I keep thinking I should complain but she's quite an elderly lady and I feel a bit sorry for her.