[Closed] Anyone successfully chased up a missing Hermes parcel?

nope. Still waiting on my chain reaction stuff and cant get in contact with hermes at all. Only way is to go through the person that sent it.

I am the person who sent it, it's a bit of a brick wall though.

Can't even find a functioning email address.

Bizarre.

Have you looked in the hedge?

What always happens is they make you go through some hoops, tell them what it looks like, pretend they're going to look for it, and then say "sorry it's lost" and then make you go through some more hoops, and then you get a refund. Takes a while, the chatbot is horrendous, all loops and sudden endings.

This suggests the contact no is 0330 808 5456, but don't know if that works or not.

What always happens is they make you go through some hoops, tell them what it looks like, pretend they’re going to look for it, and then say “sorry it’s lost” and then make you go through some more hoops, and then you get a refund. Takes a while, the chatbot is horrendous, all loops and sudden endings.

It's probably changed since you last used it, there's no apparent route to an actual human now.

This suggests the contact no is 0330 808 5456, but don’t know if that works or not.

It's now just an automated version of the chatbot which takes 5x as long.

Never found a missing parcel for me. Had 3 previously, 1 currently. Always say I will never use them again…
They do pay up eventually so hope this is the case on my current one.

But how do you even get them to register that it's missing?

If you used Hermes via eBay Packlink, you can go through them using their online support page and they will contact Hermes and tell you thank Hermes has lost the parcel more quickly than Hermes themselves will tell you that they've lost the parcel. At least once that's done, you can claim on it.

I now only ever use Hermes for low value items.

Just get the sender to put a claim in. They are pretty good at paying out.

Sometimes going on to deliver it or returning to sender months later.

Just get the sender to put a claim in. They are pretty good at paying out.

I am the sender, how do you actually put a claim in?

They've deliberately designed their website and narrowed their comms channels so that you can't.

chakaping
Full Member

It’s probably changed since you last used it, there’s no apparent route to an actual human now.

Last used a couple of weeks ago.

If all else fails, choose the option for "damage to my building", I used that one time out of frustration

How did you pay? If you paid Paypal you could raise a dispute?

Good ideas, thanks both

Just to say I feel your pain. Absolute shite company. I agree they have deliberately removed the ability to contact them.

The chatbot is just automated to take care of regular predictable questions (e.g. package tracking) and is no use if you need to discuss a problem.

I booked them to collect a package last week. 3x no shows. In the end they just cancelled the collection without telling me anything.

Parcel2go who I booked it through, at least we're v quick to refund.

Awful.

If I was buying something and it became apparent that Hermes were the courier, I would not buy it. And that's solely from the point of view of someone who's had parcels incorrectly delivered to them - found it impossible to let Hermes know (although I've made a note of "damage to building" above!), one unlucky non-recipient was fortunately able to recognise our house from the "PoD", had to open the second parcel to get a phone number for them.

Turns out wiggle use them. Which means I won't be using wiggle again. They've had a package sitting in their sorting hub since Sunday. I've already accepted I'm never seeing it.

I've done it successfully a number of times. The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email, you can from memory type some thoughts in and then you get an email 1-2 days later. That you can reply to and chase up etc.

I ordered a PS5 game from Game & only noticed it was Hermes delivered after I’d ordered. If I’d known, I wouldn’t have ordered it.
It might arrive or it might not I guess.
Shit company.

The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email,

Definitely didn't do this last week when I was trying to contact them. I spent a while trying to get it to go down this type of route but failed.
Maybe it was the time of day - I was chasing up out of hours.

As above, if sent via packlink, the contract is with eBay. I wasted a couple of weeks getting my Hermes to admit they had lost an item (buyer received packaging arrived with a hole in it and no item), once admitting it was lost, they decided it wasn't their problem do I had to start again with eBay!

I’ve done it successfully a number of times. The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email, you can from memory type some thoughts in and then you get an email 1-2 days later. That you can reply to and chase up etc.

Might have been my circumstance (Me: "there's a problem with the delivery" Bot: "Here's a picture of the parcel outside the wrong house - bye!" Etc etc) but I could NOT get it to put me through to someone. I tried. Oh, how I tried.

I'm thinking of publishing a Google Sheets which is just a list of retailers who use Hermes for the benefit of everyone to avoid.

Had a parcel delivered yesterday that was refunded and flagged as lost back in September. The retailer has arranged collection via Hermes...

The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email

Sure, and you get an email that says "we're totally going to look into that", and then... that's the end of the line. Any further attempts to contact them end with "We already sent you an email to say we'd look into it. You'll have to wait on that." until eventually you get "that parcel is no longer in our system, we can't do anything about it."

I had a hermes parcel turn up intact 2 weeks after they'd declared it lost at the depot & a month after it was posted

So there's always hope

Whatever it was will it work with the Aldi drill battery and gas strut for the boot lid of an old Kia that must have 'just fallen out of the hole in the plastic packaging bag' en route to mine?
I think there's a kleptomaniac somewhere in one of those big white trucks with peculiar tastes.

This thread feels like a support group and I'm really appreciating it right now.

Parcel "delivered to my outbuilding" against my instructions, while I was away for the weekend... "Proof of delivery" photo shows its out the front of the house in full view of the street. Ideal.

I'm sure if I took a photo of a tenner near a bar and told them I'd paid for the drinks they'd accept it.

Maybe one day I'll get my parcel. Probably not.

...forgot to mention - I don't have an outbuilding.

“Proof of delivery” photo shows its out the front of the house in full view of the street. Ideal.

*Generic Amazon drivers* have started doing this and it pisses me right off.

I absolutely loathe them. My neighbour is a local driver. The big distribution truck truck from Herpes would turn up at 7.15ish in the morning and used to regularly park across my drive, blocking the road and stopping me leaving. Seldom the same driver but always the same response of 'I won't be long' but they usually were. Bunch of....

I never managed to get a working phone number, not even from my neighbour who was working for them.

I read "herpes" but it seems to fit either way.

Last few orders from them I paid for next day delivery only for Hermes to take 2-3.

Annoying when you actually need something the next day and probably could have had it from somewhere else.

Always have to go moan to wiggle and get the couple quid paid for quicker delivery refunded.

They "lost" a pair of size 11 walking boots and a petrol lawn mower!!

Sooner or later someone must realise that so many items cannot get lost and there is something more organised going on behind the scene.

Don't be fooled into following the tracking, this is only as good as the employees doing the scamming scanning.

https://singletrackworld.com/forum/topic/myhermes-divide-by-zero/

Hermes wouldn't deliver to me and would return every parcel to sender. So I sent myself a parcel. You'll never guess what happened next...

I’ve done it successfully a number of times. The chatbot starts automated but you get to a point where it goes ok someone needs to look in to this and will be in touch by email

Was my experience but that was a year ago.
Tracking showed it as delivered, proof photo was an orange blob, someone's thumb. Bloke in a car brought it round later the same day.

I sent a parcel to Belgium.... it went missing for 6 weeks, filed a missing parcel enquiry.

Then they found it, told me it was back in progress, next day it gets delivered back to me...

Second time sending it and it arrived within 6 days

Have only had a couple of hiccups with Hermes over the years. Lightning appears to have struck twice this week though, with both of my sportshoes.com orders going missing with no info available. First world problem TBH.

As far as overall performance goes, I've sent 300 parcels with them in the last year and had 3 problems, one of which I'm pretty sure was actually the recipient not the courier. One just disappeared into the ether. The other was a parcel that got lost forever, refunded, then mysteriously arrived back at my door 3 months later having never had any attempt to deliver. I'm sure absolutely tons of these were a couple of days late but basically I don't care.

(I did have some real problems getting a duplicated order refunded but I got there in the end)

I've sent a couple of thousand over the years and I don't think the actual fail rate is any worse than others. I've not sent enough stuff with others to fairly compare but I think every courier company has screwed up at least once for me, even the ones I've only used rarely.

If it weren't for the absolute plummet in customer service since 2020 I'd still say I'm very happy with Hermes. But as soon as they realised thta they could get away with shit service and just say "but the pandemic" it all went to bollocks and I don't think they'll ever bother fixing it now people are used to it. Still, on balance they're still my courier of choice. Even if only because I get a hooky 20% "student discount"

If you've ever booked a parcel through a third party with Parcelmonkey, that's where the real customer service hell lives. Multiply any courier shitness x a cut-price used car dealer of a booking service.

Personally I don't necessarily avoid retailers who use Hermes, since they have the pleasure of dealing with Hermes to chase up any parcels.

But I'll certainly be using alternative couriers for my eBay sales in future.

Are Collect+ any better?

Are Collect+ any better?

Yodel

Used to use them at times for business when my parcel was too heavy for Royal Mail Signed For. They lost a parcel and refused to refund me as they said it was non-permitted goods - it was a £8 ceramic mug, but they tried to argue that it was 'fine china, porcelain and works of art'. One of my suppliers ships big boxes of mugs to me via Yodel...

I ship 20-30 parcels a week via the Royal Mail - not had them lose one yet.

Ordered football boots a few weeks back and they went missing, managed to get a refund from the seller. Ordered some earphones from John Lewis about two weeks ago, package arrived today, looks like they used a hammer to force it through the letter box. Contacted John Lewis so see what they say. I'm sure the earphones will work as the protective case looks fine but pretty poor service from Hermes.

My turn for the Hermes non delivery

apparently I was not in and no safe place.  I was in, the main door was open, there was a note on my flat door telling them to leave it

didn't even ring my doorbell

I have contacted CRC told them to refund it and told them I will no longer order from them so long as they use Hermes

The new panniers ive just bought i've now found out are being sent via hermes.

I dont hold out on them arriving now. Utterly utterly utterly useless company.

Once again, it's down to your local driver(s). I have no problems whatsoever with any of the companies, and never have.

Our local Hermes delivery lady is brilliant.
Always cheerful and chatty too.

We should start a "I had a problem-free delivery today" thread.

Once again, it’s down to your local driver(s). I have no problems whatsoever with any of the companies, and never have.

I disagree. All the other couriers you can at least speak to a real person if there are problems. Doesn't matter how great your local driver might be, if there's a problem higher up the chain, you can't get in touch with anybody to attempt to resolve it.

Touch wood never had a problem with Hermes nor any other household member.

Re persuading CRC / Wiggle to use someone other than Hermes - I tried to do this via customer services a number of times, as a result of late or missing deliveries. Didn't get anywhere at all with them. However, I gave Wiggle a poor review on Trust pilot, referencing their use of Hermes. Within 24 hours I had an email from a manager, promising to use Yodel for my deliveries in future. They have kept that promise so far!

yodel are even worse for me.  Never has a yodel parcel been delivered.  One in 4 Hermes gets thru first time.  royal mail - every time.

I do live in an odd building that looks like offices.  I am having this issue with a TNT delivery right now - apparently they have an wrong address - they do not.  they have the right one.  they just as usual with these underpaid couriers taken one look at the building and thought no one lives there.

I find couriers also do not understand the (scots?  Edinburgh only?) convention for naming flats - ie 5F2 means 5th floor flat 2