Hermesparcelnet 

Three parcels sent next day delivery. Did not move for four days and then two of them just dumped on doro steps. No way of complaining and paypal do not cover bad service. Will look at moneyclaim as sick of the shoddy service and could not care less attitude.

Three parcels, all haven't moved in days, how this business is still operating is beyond me. I've emailed the CEO again and will be seeking compensation as I'm sick of this issue and this company only seems to care about money.

Hermes lied to us about a delivery maintaining that they had attempted to deliver. We watched a driver pull up outside our house, go through the parcels in his van and then back into our driveway and drive away without attempting to deliver anything. Hermes then emailed us saying they had missed us when they had attempted delivery and would deliver the next day. The next morning a member of the public kindly dropped our parcel off which had been delivered to her address despite the correct address being clearly written. Outrageous behaviour. Avoid this company.

Please consider altering your systems so that recipients of parcels may delay the delivery date by a day or two if they are going to be out. Other couriers do this.

Can the so called management explain how they can lose a parcel over 1 metre in length after not trying to attempt delivery I sent of in approx October 2021 apparently it seems to have disappeared off the face of the earth.

Zero stars. Just a really awful company.

Cannot fault the service, my parcel arrived 11 days early. Regular updates from Hermes. Used Argos collect to save waiting in.

Despite paying for next day delivery, my parcel has been at Hermes depot for 4 days. I complained using the chatbot. Got the standard response they will be in touch. They have now replied saying that “ I’m pleased to confirm that your parcel has resumed progressing through our network as expected and should be delivered within 48 hours.”

Guess what. Their own tracker says the parcel is still at the depot. Abysmal service.

As this is the Only way you get some sort of half hearted response I'm reviewing again well 48hrs now since parcels "couldn't get delivered " didn't even try!! Been no update whatsoever can't speak to a human only a silly automated chat thats no help whatsoever!! One company that I was expecting one of the parcels from has updated me saying its been lost ( funny its the expensive jewellery one) Company is a waste of space and I have no idea why other companies actually use them when there are so many negative complaints about them Xmas presents that probably will never arrive now thanks for nothing

If I could give the a minus I would. Do not touch this service. Appallingly bad, you might save a £1 on the postage cost but you will waste hours trying to get any customer service from them. In short there is none. My Xmas parcels have gone astray, I will never use them, nor ever recommend them. Its worth paying the extra for a recognised QUALITY courier

I will be as basic as possible here. Had a parcel delivered when I was working away. Told they had left it in my porch(,which was locked). Picture shows parcel left at the front of my house. Parcel was gone on my return so I assumed as I had emailed them to say I was away they had returned to collect it. Contacted Hermes, they have confirmed they are at fault. THATS IT!!!! I have to now contact the supplier and report their incompetence. Use any other delivery service. These are not fit for purpose

Tracking stopped on the parcel. I waited until after the weekend but it still had not moved so on Monday morning started trying to contact them. It took until 0100 hours on Saturday morning to register the fact with them. Nothing happened. I sent email to CEO and after several days got a response from a lady called ‘Sarah’ saying she had been delegated to look into the matter. Her looking into the matter consisted of advising me to contact the Claims Department and not to pester them as I would go to the back of the queue.
At this point I contacted Citizens Advice who guided me through the stages of making a formal complaint. I sent all the requisite letters by recorded delivery but received no response.
I then received an email saying parcel now considered lost and they would pay £20.00 plus the delivery as full settlement.
Again I was advised to send letter rejecting this offer as I considered they had breached the terms of contract.
I never received a response. At this point I gave up, it was affecting my health.
Now I too tell companies who use Hermes as their delivery agent that I cannot buy from them unless they offer an alternative company. So far they have been happy to make alternative arrangements.

Why does John Lewis use them? Only courier company that insists on leaving deliveries at a neighbour's down the road, rather than finding my house. Terrible service.

What is it with these people? Don't deliver on time, if at all. Don't let you know that an item is not coming. Send you shipping confirmations and delivery confirmations for items not shipped. Can't talk to a human being on the phone. Live chat is with an amoebic chat bot that won't let you ask questions. Complaints phone line out of service. Customer service email no longer monitored. Have no records of tracking numbers they sent you. Online tracking never updated. STILL don't have my item and they don't give a monkies.
HERMES - PLEASE CALL ME TO TELL ME WHERE MY URGENT PARCEL IS.

Paid a high price for next day delivery. Can’t even deliver within the 4 hour slot given, only a BOT to talk to who tells me it’ll be delivered by 5pm.. not unless they have a time machine it won’t.

I don’t understand how they can still trade with such shocking customer feedback

Well based on several very bad experiences with Hermes, I can certainly understand all the frustration expressed in many TP reviews and absolutely agree on the negative comments regarding customer services and the moronic bot chat who could drive a saint insane. I refuse to book Hermes to collect parcels from me after the last attempt, they still owe me money for a failed collection a few years ago. I have found the website interface for managing an account impenetrable and glitchy. The customer service department typical of online retail services is managed largely by automated options, bots and occasionally humans that might just as well be bots because everything they have to say is scripted responses and automated email ‘resolutions’. Arrggg!😡

As I try to be fair in my reviews, I would say on balance though, regarding the actual deliveries, like all courier services, sometimes I am afraid it is pot luck depending where you live - sadly not all courier delivery drivers in my opinion are professional enough to be reliable or treat your parcels with care (from all courier companies I have experienced) although I would like to think the majority are honest. Our local Hermes lady however is absolutely brilliant and she ALONE has earned this 3 star review rating from me - she without fail delivers our parcels to the back door (our safe place) and if it is raining, puts them in the shed without needing to be told each time. As I am disabled and do all my shopping online, I receive Hermes parcels about once every 3-4 weeks. She knows me now and she knows she doesnt have to ring the front doorbell, but just come straight into the garden, round to the kitchen door. If I am working from home I will see her coming round the house anyway so will just meet her at the back door. A very personal and friendly service (I do live in a very small town of one high street though and everyone is friendly here!). I would strongly suggest cultivating a friendly relationship with your Hermes courier/s - I make a point of showing gratitude to all my courier drivers (whatever the company), making a comment about the weather, leaving them a friendly note on the door etc- this gives you an opportunity to make your delivery preferences better understood and makes them (as people) more inclined to go that extra mile for you.

Having said that, the tracking updates (or lack of), the lack of text/email communication is unhelpful and I have never managed any meaningful contact or responses to complaints with Hermes customer service - the closest I have come is receiving periodic texts demanding payment for redeliveries because I wasn’t in to receive my delivery (usually when I am not due one) which goes to show fraudsters and spammers are better communicators with me than Hermes tracking services or customer services, for a global company with an annual turnover of £750m that is some indictment! 🙄

THE GOOD NEWS for me is that I think the tide is turning and courier companies, especially Hermes who according to a recent survey, have the lowest customer satisfaction rating out of the main courier companies, will have to pull their socks up.

HERMES TAKE NOTE: ‘The times they are a changing’!

“ The Citizens Advice have announced the results of its first ever courier firm delivery league table. (sic Hermes came bottom you won’t be surprised to know) The investigation follows a large rise in the amount of complaints that the consumer rights organisation have been receiving about missing packages. In 2021 their online advice centre regarding missing deliveries has experienced a 69% rise in traffic year on year with almost 160,000 times.”

… “The survey follows Citizens Advice revelations in July that than 5 million people had a parcel lost or stolen. The same research found that as many as 20 million people had received a “Sorry you were out” card in the last year, despite being home at the time.”

…”In the survey courier firms were rated on a number of criteria including: customer service, delivery problems as well as accessibility … Following the results Citizens Advice said it was “really concerned” about the quality of delivery services. All of the firms included scored below three out of five stars. Citizens Advice have been called for government to instigate stricter regulation. The organisation is urging Ofcom to insist that courier operators improve complaints processes. They also want fines to be issued if parcels are misplaced or subject to theft due to their negligence.“

Sorry I can’t post a link but the quote is taken from planinsurance.co.uk ‘Calls for Tougher Rules on Courier Firms’.

I for one would definitely like to see Hermes and other private courier companies operating under minimum standard regulations in the same way Ofcom regulate Royal Mail.

Last two parcels, one missing the other over a week late, and no response from trying to contact them…rubbish service

Why anyone uses this company I do not know. Lost half my order, which the seller replaced, then 3 weeks later missing items turned up. Organised the return of the now extra items, caused by their failure. No surprise they failed to turn up to collect as arranged. As for their track & trace, it must be organised by Dido Harding. I will never buy from any company that uses Hermes at their courier.

This company is completely unprofessional. With all these bad reviews, I do not understand why the suppliers choose them for their parcels to be delivered. Or I might do know. Because they are CHEAP. They lost two of my parcels. Their courier on the day dumped the parcels outside the building, without being bothered to ring at our bells to put them inside. The parcels were of course stolen. When I contacted them, they acknowledged their mistake and they said that: such things may happen. When I asked for a compensation for their bad service, they said that they are not supposed to compensate me at all. I should contact the supplier and ask for a refund or replacement. That was through Wayfair. Wayfair wanted to investigate and hear from the supplier who would wait to hear from Hermes (we all know that this is never going to happen). Why on earth people keep using this company? What is wrong with them? Why do they keep giving them work? This is completely unacceptable.

We used Hermes for the first time recently and sent a valuable parcel fully insured via the next day service yet 20 days later its still not arrived. The tracking is incomplete and Im unable to speak to a human as the automated system refuses my tracking number (that is valid in my account). The Hermes system appears to be designed to make problems impossible to resolve. I will never use this company again!