Who do I report Hermes to?

[LivingMyBestLife2020]

Posting for traffic, sorry.

Sent a parcel via Hermes on 30th November. It’s never been received by the buyer and the online parcel tracker just says “there has been a delay, we will update in the next 24 hours”. It’s been like this for weeks!

Their FB is a robot, their online chat is a robot, their numerous phone numbers are all robots and I’ve had no response from numerous emails.

I can’t find an ombudsman to report to either. It’s so frustrating!

Any advice about what to do next? I’ve refunded the buyer as she is rightly so, very annoyed and out of pocket, but now I am too. It’s not about the money, it’s the principle of them having my parcel and god knows how many others!

Thank you in advance 😊

Claim on your insurance, then you're not out of pocket.

Hermes are terrible.

Did you purchase extra insurance when you sent the parcel? I think there’s free cover up to £20 and thereafter you have to pay.

If you have tried all avenues and are not getting anywhere you could also try a credit card chargeback albeit this will only be for the cost of sending the item and not the item itself (I think - I’ve never actually done it)

If you're on Twitter try @Hermesparcels - they seem to be answering posts.

No additional insurance added I don’t think (I’ll check)
I’m not on Twitter but I’ll join and try that option
Thank you

Hermes have huge problems with people in their depots stealing parcels. Shame as our local Hermes delivery drivers are lovely but I won’t use them now if I can avoid it.

There was a similar thread before Christmas and someone suggested contacting their CEO. I’m reposting their post below;

“Oh yes Hermes and their uncontactable customer service and that damn Holly digital ass-isstant.
They've done a good job of hiding all real phone numbers and email addresses so you have no way to contact them other than their online assistant and the same via their one published number.
Twitter is no help either as they claim customer support isn't on twitter - though they will reply to journalists or celebs with blue tick verified statuses.
I have managed to speak to a human there once by emailing their CEO Martijn deLange every day until he passed me onto someone: [email protected]
If more people did they may eventually get the hint that they need proper contactable service agents that can give proper answers especially like in the case of @Laiste where they solicit additional info but don't tell you what the issue is/they need to know
ceoemail.com/s.php?id=ceo-9539&c=Hermes%20Parcelnet%20UK-Chief%20Executive

That’s brilliant, thank you! I’m on to that email right now 😊

In addition to the suggestions, write to your MP about them. A simple suggestion is that all online orders must specify who the parcel carrier is. Enough people would react that companies would stop using Hermes if customers knew that they would have their parcels delivered by them.

Thank you. I will do this also, and to the MP in the area where the parcel is due to be delivered.

I’ve done Twitter and I’ve emailed the CEO

Thanks for starting this thread - I'm in exactly the same position, been getting the same message for weeks. Christmas presents did not arrive with family on time and they are totally ignoring my messages (Hermes, not family ). So annoyed!!

Bbc watchdog.

BBC watchdog. Excellent idea. Thank you

Is this the phone number you have tried?

0330 808 5456

Too late now, but for future reference for others reading this thread, I recently discovered you can buy independent insurance for parcels - I used secursus and their service was good (although I didn't need to claim).

Thank you @foobio

Have you actually filled in a claim form for the lost parcel, or just tried emailing them? I've had a refund form them after filling in the form (you do need various screenshots to prove value etc but once you've got them it's quite straightforward).

God don't get me started. Never had an issue until recently..... Ordered £75 of stuff from Look Fantastic with next day delivery. 4 days later... No parcel. Parcel arrives the next day in wrong packaging and its a packet of asda knickers!

Look fantastic took 10 days to fix it too!

I think there was a program on tv quite recently about Hermes and how awful they are, parcels gong ‘missing’ left, right and centre!

@minniemoll

Have you actually filled in a claim form for the lost parcel, or just tried emailing them? I've had a refund form them after filling in the form (you do need various screenshots to prove value etc but once you've got them it's quite straightforward).

No. Where do I get one of those from?

I’ve just tried again and the fucking online bot just says, we have your parcel and will get it in the move shortly. All the options for lost parcels take me back to this bot!

“We had your parcel but someone’s stolen it” 😖

Do a trustpilot review. I had problems wwith a different courier but that hot me response after radio silence even from.the CEO

Who do I report Hermes to?

Maia. But if he won't listen to her, just wait till Zeus gets home!

@NoNotHimTheOtherOne

Who do I report Hermes to?

Maia. But if he won't listen to her, just wait till Zeus gets home!