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MyHermes

Capitol House

1 Capitol Close

Morley, Leeds

West Yorkshire

LS27 0WH

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 on.

 

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 by Friday.

 

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.

 

 

Carole Woodhead

Chief Executive Officer

 

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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 Royal Mail.

 

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.

Update 09/07/2014

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.

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