Our problem is with myHermes, the parcel delivery company.

After my son sold his laptop through my eBay account, he delivered it to the Hermes parcel shop to go to the buyer. Admittedly he was in a hurry and so forgot to buy extra insurance.

Two days after collection it was at the purchaser’s local depot but then it was not delivered, due, apparently, to damage. The following day a request was made to Hermes to return the parcel as the purchaser had reported that he had not received it. 

Many contacts were made and then the parcel was deemed to have been lost. The day after that, though, the information was that it was being held at the depot as my address was needed for its return, although the address was already on the parcel label.

After great difficulty, as this carrier is extremely difficult to reach by phone, I sent the address and confirmed yet again that I wanted the parcel returned.

The information then was that it had been delayed and was due to be moved in 24 hours. However, later the same day, it was reported as lost in transit and £25 was offered as compensation.

The next day Hermes reported that the carrier was not able to deliver the parcel and later that day that it had been “disposed of”. Where has it gone?

GH, Cornwall

The item had been sold for £999. It had been a case during the parcel’s journey of “now you see it, now you don’t”. You tried and tried to get justice, including reporting the matter to the police as a presumed theft.

Further to my talking to myHermes it very quickly sent you £1,000.

However, even on the day the money was paid you were still receiving conflicting emails indicating that others within the organisation did not know what was happening.

Hermes apologised for the inconvenience caused to you and your son over this. As to the parcel’s ill-fated journey, it is investigating this so it can find out what went wrong. It said it was clear that its communication and levels of customer service had not been acceptable. Neither, it said, were they reflective of Hermes as a business.

It said myHermes delivered more than 304 million parcels across Britain each year and the vast majority were delivered on time and without any problems.

Over a month on and despite my prodding about the investigation into this parcel, myHermes had still not come up with an answer.

Both of us found it difficult to find someone to actually speak to.

To use the helpline requires a tracking number. It is an infuriating service. If, for instance, you receive the wrong parcel you are asked to email and communicate via live chat, where you can then request a phone call. 

This, of course, will not suit non-internet users and means everything takes far longer than it should.

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