Hermes

Straight to Chief Executive

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Reach customer service by calling 0330 808 5456.[3]Follow the automated menu system and enter any account or parcel information. Once you get to speak with a customer service representative, you may need to present your package’s tracking number and your Hermes account details to verify your identity.

• Customer service is available from 8 a.m. to 6 p.m. (BST) Monday to Saturday.

DoireCormac19/12/2021 01:47

Straight to Chief Executive [Image]

Echo this. I've only ever had a response and issue resolved by emailing Martijn.DeLange@hermes-europe.co.uk. Obviously it wasn't him who responded but the executive team sorted my refund on a missing parcel soon after I contacted him. Useless company that unfortunately we don't have the option of unselecting as delivery option! (edited)

How they get away with basically having no customer service is baffling! Must be one of the most complained about companies in UK.Absolutely useless!

jenny.shepherd-robins19/12/2021 00:07

EXPENSIVE BUT A HUMAN AT THE OTHER ENDThis non-affiliated call connection …EXPENSIVE BUT A HUMAN AT THE OTHER ENDThis non-affiliated call connection service will connect you to Hermes. A direct number can be found here at no or lower cost.Connect to:Hermes Click to Call 0903 724 7474This connection service is charged at £6, plus your phone company’s access charge for the duration of the call, operated by A2B Telecom Ltd.Live support available from 8.30am to 4pm Monday-Friday, 8.30am to 2pm Saturday, outside of these times only automated tracking is available.Read lessRead more

Or use the WeQ4U app with this number

abdul519/12/2021 10:54

Or use the WeQ4U app with this number

I use this, this the way to go in these cases, excellent phone queuing service! (edited)

Warrington depot office number. Maybe they can redirect you.

01925 713 058

I thought there would be some sort of ombudsmen where you could escalate a complaint. But nothing.

Wow never knew they had no cust service, reducing the number of people having a job on top of everything else.
In future I will avoid if I can. (edited)

If Hermes ever show as who deliver my stuff I always wait outside the door for them to avoid them throwing the package on the front porch.

0330 808 5456
I called them a few times over the last couple of weeks as they marked something as delivered at midnight and didn't deliver it at all, took 2 weeks on 1 parcel 2.5 weeks on another and lost my son's Christmas present.
Good luck.

Go to Hermes ombudsman

That's our big problem as a business, trying to get hold of anyone at Hermes should anything go wrong.

Personally, I would not use Hermes because of this but actually firstly they are cheap (so we can pass the saving onto our customers) and problems have been extremely minimal.

Royal mail and parcel force are avoided because of their claims process where especially with parcel force, they drag it on more than Hermes do, even writing direct to the recipient asking them to fill in a several page form or they wont pay out. Also with them, unless a more premium service is used, tracking doesn't update apart from to show it's been dropped to them and days after it's been delivered it updates to show as delivered.

With Hermes the tracking is much more real time and as said, problems have been minimal (1000's of parcels sent a year, only 2 lost). That is until this month where they've been absolutely shocking. 9 parcels in limbo this month alone and unhappy customers.