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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Boycott Hermes - a total disgrace

131 replies

Jayban · 27/01/2022 11:52

I will never EVER use this company again!

They lost my parcel worth £35.

Their insurance cover is a paltry £20. BUT even with that it is LITERALLY impossible to claim!!!!

There’s nothing on their website about claiming. Their own!!! tracking numbers are not accepted when trying to make a query! If you get through digitally you just get a “this parcel has not been delivered yet” automated message. Two weeks after it went missing. I tried to contact them through Resolver to get a claim form link - they sent one that doesn’t work. The next time it was just a link to their general website where it is impossible to make a claim from.

These people are really scammers.

Please be aware if you use them, there is a good chance they will lose your parcel and on top of that you will NEVER be able to make a claim, short of writing to the CEO. Even then?

Just sharing information. Have a nice day.

(And don’t ruin it by using these cowboys).

OP posts:
Original poster
Jayban · 27/01/2022 13:04

It’s not the delivery drivers who are the problem!!!! They are nice people usually. It’s the processing and related issues there plus not being able to contact them. Try it one day!. My parcel got lost in the processing centre where it’s stuck!!!! I have been told it is lost but I cannot make a claim. PS I mentioned in parcel to the local shop guy where Hermes is dropped off that my parcel has been lost and he said “Hermes are always losing them”

OP posts:
slashlover · 27/01/2022 13:06

Have you tried calling them 0330 808 5456?

IlIlI · 27/01/2022 13:06

@Spinnier I just always hear they're terrible generally. Unreliable, tons of missing parcels, missing parcels being sold on eBay even!
Maybe others do have just as many missing parcels but they deal with it properly and reimburse when they mess up so I mostly hear about Hermes missing parcels? I've never had to deal with them messing up so wouldn't know.

Original poster
Jayban · 27/01/2022 13:06

No pizza crust, you can’t make a claim. I’ve tried. I did insure it for £20. Maybe I am cross but maybe you would be too if you’d spend 4 hours on this in total - and still no form. If you want to carry on sending stuff by Hermes, fine, no skin off my nose 🙂

OP posts:
malmi · 27/01/2022 13:07

Have you tried both the tracking number from the label and the barcode from the collection slip? Sometimes they aren't linked up correctly. What do you mean that the tracking number isn't accepted? I think you just need to get on the webchat with the right tracking number and tell them you want to start a claim.

Letsallscreamatthesistene · 27/01/2022 13:07

Ive never had an issue with them. In fact, id say its one of the better ones in my area.

Yodel however.....

HunterHearstHelmsley · 27/01/2022 13:08

I had a parcel lost by Hermes, I had insurance, made a claim and got a refund with no issues.

slashlover · 27/01/2022 13:08

Why have they said that you can't claim? Maybe stating what you've tried so far and what they've said instead of ranting might allow others to help you?

ilovesooty · 27/01/2022 13:09

Oh dear. Would it be too much for you to acknowledge that your experience may differ from that of others?

girlmom21 · 27/01/2022 13:10

@Jayban

It’s not the delivery drivers who are the problem!!!! They are nice people usually. It’s the processing and related issues there plus not being able to contact them. Try it one day!. My parcel got lost in the processing centre where it’s stuck!!!! I have been told it is lost but I cannot make a claim. PS I mentioned in parcel to the local shop guy where Hermes is dropped off that my parcel has been lost and he said “Hermes are always losing them”
I thought you couldn't speak to anyone. Who's told you you can't claim and why?
Original poster
Jayban · 27/01/2022 13:11

Yes I tried calling them. They don’t accept their own tracking numbers (which have letters). Though the same numbers are accepted on their chat bot, which however doesn’t go anywhere! Completely bananas.

I tried contacting them through Resolve. They sent me a claim for my link that doesn’t work and closed the matter! The email address I found somewhere else on the internet doesn’t work either. Tried Twitter. No reply.

Anyway I’ll leave it here. All I can do now is write to the CEO. I will keep this thread alive to let people know the outcome.

OP posts:
PizzaCrust · 27/01/2022 13:12

@Jayban

No pizza crust, you can’t make a claim. I’ve tried. I did insure it for £20. Maybe I am cross but maybe you would be too if you’d spend 4 hours on this in total - and still no form. If you want to carry on sending stuff by Hermes, fine, no skin off my nose 🙂
You can make a claim. Just because you haven’t been able to yet doesn’t mean it’s impossible and doesn’t exist.

I don’t send stuff via Hermes. I literally work in a Post Office. I know the process of sending parcels like the back of my hand. If the value is £35 you should have stated that at the time as you seem annoyed about the compensation only being £20, but you didn’t bother to give the correct information.

It’s annoying when parcels get lost but Hermes have had a bad rep for the best part of 10 years. It isn’t shocking that the parcel has been lost.

girlmom21 · 27/01/2022 13:12

Call them again. They can find your parcel using postcodes, phone numbers, email addresses etc.

FourChimneys · 27/01/2022 13:12

Never had any problems with Hermes. Our local delivery person is fantastic and gets mentioned and thanked on the town Facebook page.

The only problem we've really had was with UPS. DHL are great here too.

But sorry you have had problems OP.

duvetdayforeveryone · 27/01/2022 13:12

Depends what area you live in. The Hermes driver in our area is great 😃

Original poster
Jayban · 27/01/2022 13:13

I’m just trying to warn people. If people are happy with the service, fine. I was for a short time and wondered if people complaining about Hermes were exaggerating!! But really, when it goes wrong, theres really almost nothing you can do I’ve found.

OP posts:
Original poster
Jayban · 27/01/2022 13:16

Well pizza, you’re wrong and if you read the whole thread you will see why it’s been impossible for me to make a claim !!!!! I have literally tried everything but up to you if you don’t believe me!!!

OP posts:
Sweetmagnolia · 27/01/2022 13:17

Christmas box to my family sent via Hermes had been opened and obviously resealed. Wrapped presents had been slashed open. The only one of interest to the culprit was a box of chocolates which was missing, although they left the damaged wrapping paper behind. No response to complaints.

Elderflower14 · 27/01/2022 13:18

We have a fab Hermes delivery driver... 💙

PosyBoo · 27/01/2022 13:18

I nearly wrote a very similar post before Christmas! I had 5 deliveries (Disney store, Monsoon, Next, sweaty Betty and look fantastic) lost in transit by Hermes! It wasn’t even like the were last minute orders, 2 of them were placed in mid November. I realise this sounds unbelievable it I promise you it isn’t! The hours I have spent trying to get the money back for orders that never arrived! The problem is that they never updated the status ( just kept saying please allow 24 hours delay) and never returned them to the sender. Also an absolute nightmare trying to budget for Christmas when you’ve already paid out for presents that never arrive! Honestly, until this year I would have said UABU as I agree, the delivery drivers are lovely but after this year I refuse to companies that ship with Hermes! They are unbelievably useless!!

Original poster
Jayban · 27/01/2022 13:20

Sorry to hear that Sally re your daughters boots Sad And sweetmagnolia about your Xmas presents, and others. I also suspect my earrings have been stolen.

OP posts:
Kelly7889 · 27/01/2022 13:21

I find Hermes great. I use them every day for work and for personal deliveries and they are fantastic. There are two main delivery drivers covering my deliveries and they are so efficient and I like them so much I bought them Christmas gifts.

Mylittlecoconuts · 27/01/2022 13:22

@L40Postcode

I’ve started contacting companies before I make an online purchase to find out which courier they use. If it’s Hermes I take my custom elsewhere. The Hermes service in my local area is absolutely dismal.

And yes they make it as difficult as possible to contact them and/or make a claim.

This!

I wont buy from a company that uses hermes

TheAverageUser · 27/01/2022 13:22

Hermes are awful!

Lovemusic33 · 27/01/2022 13:25

I think your being a bit dramatic 😬

I get many deliveries from Hermes, never had a issue. I know some do as they do with other delivery services. I have had several parcels go missing and/or damaged with Royal Mail, it’s the chance you take. If arranging the courier yourself you make sure the insurance covers the cost of the item. If the item has come from a online shop then they should refund you of your parcel hasn’t been delivered or is damaged.