How to Contact Evri (UK) and Hermes (DE & AT)

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Contact a real person to get your parcel issues resolved
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Running into a problem with your parcel is an incredibly frustrating experience—even more so when Evri’s chat system sends you in an exasperating loop. While Evri (also known as Hermes Parcelnet Limited or myHermes) doesn’t have the best customer service record, we’ll help give you the best shot at successfully reaching a live agent. Read on to learn how to call Evri’s customer service team, along with some extra steps you can take to file a complaint. We’ve also included some basic contact info for Hermes’s branches in Germany and Austria, so you can get in touch with someone when you need to.

Things You Should Know

  • Call Evri’s customer service line at 0330 808 5456. To get transferred to a live agent, provide a tracking number for an old, completed order.
  • Use the Chatbot built into Evri’s website if you have a generic query.
  • Call the German Hermes customer service team at 040 593 551 and the Austrian customer service team at +43 (0) 50 4376-37.
Section 1 of 5:

How to Call Evri (UK Only)

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  1. Evri doesn’t obviously advertise their customer service number on their website—however, around the holiday season in 2021, they did list 0330 808 5456 as their official number. According to this same press release, customer service agents are available at these times: [1]
    • Weekdays: 8:30 AM to 4 PM UTC
    • Saturday: 8:30 AM to 2 PM UTC
  2. According to some customers, the Hermes customer service line won’t redirect you to a live agent if you give a current tracking number. With this in mind, dig through some of your past orders that were delivered via Hermes and provide that tracking number instead. With any luck, you’ll get connected with a live agent. [2]
    • Once you’re on the line with the agent, say something like “I have an additional question about a current order…” or “While I’m on the line with you, would you mind looking into a different package for me?”
    • Ask a friend or loved one for one of their old tracking numbers if you don’t have one on hand.
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  3. The delivered tracking number hack only works for the individual who sent the package. [3] So, if you’re waiting on a parcel, get in touch with the original seller/sender and see if they can call Evri on your behalf (using the tracking number hack to speak with a live agent).
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Section 2 of 5:

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  1. Fill out the digital form on Evri’s international website. Write out your email address on the top line of the form, and select a specific subject category from a drop-down menu. Then, provide your order number, along with specific details on your order issue.
    • Note: The Evri website doesn’t provide an estimate for when the company will process and/or reply to your inquiry.
  2. Use Evri’s live chat option for more generic queries. Open up the chat by clicking on the circular question bubble icon in the bottom right corner of the screen. Type in your question, or use the provided prompts. Depending on your question, the bot might be able to give you some helpful guidance.
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Section 3 of 5:

Submitting Complaints

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  1. According to the Evri website, parcel recipients can use the website’s chatbot to get the complaint process going. Senders, on the other hand, can contact Evri via the chatbot or their customer service number. [4]
    • No phone number or web form is directly provided on the website, though it’s safe to assume that the phone number in question is 0330 808 5456. Answer the chatbot’s questions and see if you’re given a form to fill out.
  2. As a UK citizen and product consumer, you have the right to good customer service. If you feel like you’re hitting a dead end, call a helpline to see what your options are: [5]
    • England & Wales: Citizens Advice via 0808 223 1133 (or 0808 223 1144 in Welsh)
    • Scotland: Advice Direct Scotland via 0808 164 6000
    • Northern Ireland: Consumerline via 0300 123 6262
  3. Post in the unofficial Evri Complaints & Advice Facebook group . Evri definitely has its fair share of unsatisfied customers—but luckily for you, thousands upon thousands of them have congregated in a Facebook group to let off some steam and provide some advice. Join the public group and post about your situation; even if there’s no real solution, it’ll feel good to air out your frustrations and receive some validation in return.
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Section 4 of 5:

How to Contact Hermes in Germany

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  1. The German Hermes site warns that it might take a bit of time to be connected with a live agent, and that you might prefer reaching out using the provided contact form. [6]
  2. Fill out a contact form so the customer service team can get in touch. Use drop-down menus to describe the specific issue you’re having with a parcel. From there, provide your personal info (including your email and physical address) so the customer service team can reach out.
    • Hermes advises using this form if your package is at least 5 days late. If at least 3 weeks pass and they can’t find your missing package, they’ll provide you with the online paperwork so you can submit a loss report. [7]
  3. Click here to start a WhatsApp conversation regarding your parcel issue.
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Section 5 of 5:

How to Contact Hermes in Austria

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  1. [8] The official website doesn’t provide any business hours, but it’s likely safe to assume that their phone lines are available between traditional office hours (like 9 AM and 4 PM CET). [9]
  2. Make sure to include your full name, along with your full physical address, email address, and phone number. [10]
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      • Evri does allow customers to use smart home devices (like Amazon Alexa) to manage their parcel (like tracking and returning it). However, this function can’t help with specific issues and inquiries. [11]
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      References

      1. ↑ https://www.evri.com/press/getting-in-touch-over-christmas
      2. ↑ https://www.youtube.com/watch?v=8jt_yvSqjrI&t=2m20s
      3. ↑ https://www.youtube.com/watch?v=rkNvJZOzBjM&t=4m20s
      4. ↑ https://www.evri.com/complaints-procedure
      5. ↑ https://www.gov.uk/consumer-protection-rights
      6. ↑ https://www.myhermes.de/service/kontakt/
      7. ↑ https://www.myhermes.de/service/fragen/schaden-und-verlust/wo-ist-meine-sendung.html
      8. ↑ https://www.myhermes.at/privatkunden/service/kontakt/
      9. ↑ https://www.myhermes.at/privatkunden/service/kontakt/
      1. ↑ https://www.myhermes.at/privatkunden/service/kontakt/
      2. ↑ https://www.evri.com/our-services/alexa

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