TELL THE WORLD WHAT WENT WRONG AND HOPEFULLY THE WORLD WILL GET BETTER
Always Happy to Help
1 Capitol Close
Tel: 0330 333 6556
Since the Royal Mail increased their prices in April and My Hermes introduced a new
price of £2.78 for small parcels below 1 kg I have been using their services and
sent out nearly a 100 parcels using their parcel shops where you drop off the parcel
at a local shop in the morning and they pick it up during the day and usually deliver
it to the addressee on the 3rd day.
I was extremely satisfied with the service until one day I decided to use one of
their parcel lockers instead which is like a self-service where you scan the barcode
and a locker opens for you to insert your parcel. You then close the door and wait
until you hear the click that it is locked again.
It worked fine and I was, as I always do, checking its progress with the tracking
number you get when you initially print the label and there it was, ‘Dropped off
at the parcel shop’
After about two days it still said exactly the same. It had not moved.
I waited another few days and finally sent them a message asking them what was going
When they replied they told me that the parcel locker was faulty and that they had
sent out the engineers to repair it and collect the parcel.
After a week, it still had not moved and my customer, who had been promised a three
day delivery, threatened me with cancellation if the parcel had not been received
I sent out another message to My Hermes but they decided not to respond so in desperation
I posted out a replacement using Royal Mails next day delivery and send yet again
another message to My Hermes requesting that they now return this parcel to me.
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All in all I must have sent 4 or 5 messages stressing that the parcel had to be returned
once it had been collected and every time they replied they said they would inform
the courier accordingly.
Then finally, the parcel was on the move and went to the local hub and then the
tracking showed ‘Out for delivery with the local courier’ and once again I sent them
a message urging them not to deliver this parcel to the addressee who, in the meantime,
had confirmed that he had received the replacement parcel I had posted out with the
Then came Saturday and the tracking said ‘Delivered to the customer’ and you guessed
it, after all these messages urging them to return it to the sender they delivered
it to my customer who now had two meat cutters.
Words fail me to describe the total incompetence and ineptitude of the people who
work in the so called ‘Help & Support’ department who clearly don’t know what they
are doing and, so it seems, are not part of My Hermes as every time you send them
a message they come back to you and tell you that they forwarded it someone else,
yet nothing ever seems to happen.
I have now requested that they make arrangements to collect this parcel and return
it to me and I will update this web page once I hear from them again. At the moment
they have confirmed my message and told me that I will be contacted by the investigations
team within the next 48 hours regarding this parcel.
Needless to say that I will never ever use one of their ‘parcel lockers’ in future
and I strongly suggest to their CEO Carole Woodhead that she looks into the way My
Hermes deal with customer queries and complaints.
Will I use My Hermes in the future???
That all depends what happens to my parcel and if I get it back.
Regretfully Hermes has refused to collect the parcel and have made no attempt to
compensate me with the additional expenses I incurred. It is clearly obvious that
their Customer Service Department is totally incompetent and useless and I have now
suspended the use of My Hermes and gone back to the Royal Mail.
I will make one further attempt and contact Carole Woodhead to see if I can get any
sense out of her but if she doesn’t respond then it will leave me with no other
option but bin this company and go elsewhere.
ITS A CRYING SHAME AS I WAS EXTREMELY SATISFIED WITH THEIR DELIVERY SERVICE BUT IF
I CAN’T TRUST THEM WHEN A PROBLEM OCCURS THEN THIS IS NO GOOD TO ME.
Whilst we try to ensure that the complaint is truthful and factual we cannot accept
responsibility for the complaint. If you are affected by the complaint and if you
think that the complaint is inaccurate or misleading then please contact us with
supporting details of your objection and we will gladly remove any erroneous part
from this page