Alexandrina Lucas

Be careful! I purchased 3 pairs of shoes, and returned 2 in the same package. They refunded me for 1 pair but not the other and are refusing to respond to my emails. Their phone line does not work and PayPal will not help me. Only purchase if you know you will keep the items, they scammed me of my money and their customer service is atrocious. Do not buy from the unless they are only seller available, and even then be very wary.

I made the mistake of making an order on 25/12/2021 for two rugs for click and collect from one of their stores. The website made it clear that there would be delays by 6-7 weeks due to the Christmas rush and mailing delays which I understood. On the 16th, 23rd, 29th and 31st of January I received emails and text messages saying that the two items in my order were delayed but would be delivered in the next 10 working days. On the 11th of February, one day before the latest date of arrival for my items, I received an email thanking me for my return and refunding me for one of the rugs. I stopped receiving messages about the other rug and have not heard anything since. I have sent a complaint asking for an explanation and am awaiting a response. It is understandable that there will be delays over Christmas, but it is apparent that both items were out of stock and there was no intention on their end to ever ship them out. Their system doesn't work and you shouldn't bother ordering from them, not only has the quality declined if you do receive anything, but you will be wasting your time as they won't bother to send it due to their terribly managed stocking system. Waste of time, useless company, don't bother purchasing from them.

Hermes has now failed to in delivering two separate parcels to me in two separate cities. I purchased items for collection from Lookfantastic which Hermes sent to the wrong depot, resulting in my items being lost as they were supposed to be returned to sender but have no new tracking information. My second parcel never arrived in store despite the store being open on the delivery date and returned to sender once again. Hermes have the worst customer service I have ever witnessed; they make it impossible to contact an actual human being and force you to communicate via Holly, which is worthless as it won't answer any of my questions because it is completely automated. There is no number, or email, just the useless Holly. If you want to buy something, make sure the business doesn't use Hermes, because they'll lose your parcel and make it impossible to contact them.

Fast shipping, very communicative, great store.