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Is there any way to contact Hermes to speak to a person ? Fraud ?

Posted 12th Jan 2021
Hermes are not replying to my email complaint to this address "hermessupport@myhermes.co.uk" and the auto phone option on 0330 808 5456 gives no way of speaking to a human and just tells me my parcel has been delivered. The bot assistant does the same.
Is there a over riding complaints ombudsman governing delivery services ? as Hermes wont respond and make resolving complaints impossible.

I originally received a message saying my Hermes parcel had been delivered to my porch, which it hadnt. After checking with neighbours as best as I could, I then eventually contacted Hermes asking what has happened ? and where was by parcel ? by using their tedious bot assistant Holly.
I had a email saying they would look into it. The next day Or day after, my parcel then arrived with what looked like a water damaged address label, with a new one on top.
I then discovered that they had closed my complaint as solved.
As far I im concerned the issue has not been solved as somebody is fraudulently signing parcels as being delivered when they haven't and the lack of replies or accountability is a massive problem alone.
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  1. Avatar
    Simple answer is you don't have a contract with hermes as you're not the one paying them so i suspect they are just ignoring because they can

    Your contract is with the retailer you purchased the item from and they'd now probably come back and confirm that the item is delivered as you confirmed it has.

    Delivery mistakes happen, there have been tons of issues recently so i guess you're one of the lucky ones that actually received their item (edited)
  2. Avatar
    It's the sender that has to deal with Hermes you are not their customer the sender is
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    a666andy12/01/2021 13:09

    Simple answer is you don't have a contract with hermes as you're not the …Simple answer is you don't have a contract with hermes as you're not the one paying them so i suspect they are just ignoring because they canYour contract is with the retailer you purchased the item from and they'd now probably come back and confirm that the item is delivered as you confirmed it has.Delivery mistakes happen, there have been tons of issues recently so i guess you're one of the lucky ones that actually received their item


    It could be a mistake (a extremely common one it seems) but Im not going to find out any time soon it seems.
  4. Avatar
    Denbi12/01/2021 13:12

    I found parcelforce to be better for my use, could be wrong but sure wont …I found parcelforce to be better for my use, could be wrong but sure wont be risking using Hermes to send items. If I a customer complains about a non delivery...what am I supposed to do.



    Price can only be the reason big companies use them in bulk, You weren't actually using them on this occasion the seller was.
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    tryn2help12/01/2021 13:36

    Comment deleted


    Thankyou. I should let it drop, after all I did get the parcel eventually. The fact that Hermes is designed in such a way to encourage people to give up, winds me up. I hope your consumer experience improves this year.
  6. Avatar
    "Your item has been delivered" when it hasn't is common. This is generally because the driver is running late/ lost/ got to go somewhere/ any reason really.. so he marks it as delivered and delivers next day. They are often self employed subcontractors and often have a bonus for delivering everything in one day- so they lose this bonus. When you earn around £100 a day, an extra £15 a day is a real bonus. A job I wouldn't want.
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    Ringfinger12/01/2021 14:18

    "Your item has been delivered" when it hasn't is common. This is …"Your item has been delivered" when it hasn't is common. This is generally because the driver is running late/ lost/ got to go somewhere/ any reason really.. so he marks it as delivered and delivers next day. They are often self employed subcontractors and often have a bonus for delivering everything in one day- so they lose this bonus. When you earn around £100 a day, an extra £15 a day is a real bonus. A job I wouldn't want.

    Unfortunately, if a driver was trying to fiddle their bonus, then that has caused me a lot of unnecessary messing around.
  8. Avatar
    Denbi12/01/2021 19:03

    Unfortunately, if a driver was trying to fiddle their bonus, then that …Unfortunately, if a driver was trying to fiddle their bonus, then that has caused me a lot of unnecessary messing around.


    Yes, I can symathise with both dudes here.
  9. Avatar
    I emailed the ceo threatening I would take them to court and guess what they paid out the next day
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    Out of interest where did you find this email? I’m having some huge issues 
  10. Avatar
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    deleted419712/01/2021 12:57

    Price.


    I found parcelforce to be better for my use, could be wrong but sure wont be risking using Hermes to send items. If I a customer complains about a non delivery...what am I supposed to do.
  11. Avatar
    I think that the couriers mark them as delivered so that it reflects well but then deliver them in their own time. There were 4 parcels on our estate all delivered within 2 minutes of each other none of which were actually received until days later. All had photos as proof of delivery none of which could actually be made out either
  12. Avatar
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    Bobster-cyw12/01/2021 13:29

    I think that the couriers mark them as delivered so that it reflects well …I think that the couriers mark them as delivered so that it reflects well but then deliver them in their own time. There were 4 parcels on our estate all delivered within 2 minutes of each other none of which were actually received until days later. All had photos as proof of delivery none of which could actually be made out either


    I think we had new/different delivery drivers recently so maybe that was what they were up too, then discoved my parcel had a damaged label ? so couldn't deliver it. Next time I see one ill have to speak to them about it.
  13. Avatar
    Its a Robber. I sent few parcels and they are not deliveried. I have tried to contact Hermes . But just digital robot replies. The parcels shows on the way me 9 May 2021 but over 2 weeks. Another parcel shows damaged and no returns to me (no contact, no compensation) ???? Its so annoying with Herms service. Please do not use Hermes they will take your items
  14. Avatar
    The Contract (Rights of Third Parties) Act 1999 gives powers to third parties in certain circumstances to enforce terms of a contract that confer a benefit upon them, either expressly or as a matter of contractual construction. That applies to the relationship between Hermes and the recipient of a parcel although Hermes would attempt to deny it. The Consumer Action Group website, consumeractiongroup.co.uk , provides help to recipients of parcels having issues with Hermes.
  15. Avatar
    I'm going through exactly the same thing as you did last year Denbi.
    I think Hollys batteries are flat lol - first she says six times she doesn't recognise a tracking number given by Hermes and used by two different people and if use at that very moment, then she says she doesn't recognise a postcode that's been designated years ago by the mail service and both you and your family have used for over 40years (over the years there's been a lot of letters/parcels/flowers etc and they've came without issue and the majority the postie himself brings and he never gets lost or doesn't know where anyone in this area lives!!) then when she finally does recognise them she shows a picture of a mystery floor somewhere that a load of parcels were dumped on hours before their text says they were delivering it!! According to them it was given to me and I'm the carpet!! Eh!! (guess my kids must be rugs then and have given birth to.... I don't know... dish cloths maybe {or how about mats! Mats are small!)
    My daughter told me to just ask the original company for a refund and let them take it up with Hermes (after all they are their employers!) and two days stress is more than enough for anyone! Good point pet!
    An older grandson pointed out today that Hermes sent their text to me stating the delivery four hours later but sent it BEFORE they dumped it on this mystery carpet Holly insists is me!! lol
    Does anyone know how I can find out which companies don't use Hermes to deliver so I know who to avoid? Even if you know of companies that use someone else! (I just want to know who to avoid when I take my business elsewhere really. Health dictates no mobility at all I'm afraid so unless I become a burden to others and ask them to get for me (and I've been trying to avoid that for years now) it means I'm reliant on everything getting delivered really.
    Know of any companies?
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