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  • FIRST POST
    • strawberryfield2233
    • By strawberryfield2233 24th Nov 17, 6:13 PM
    • 35Posts
    • 48Thanks
    strawberryfield2233
    Myhermes audit charge
    • #1
    • 24th Nov 17, 6:13 PM
    Myhermes audit charge 24th Nov 17 at 6:13 PM
    I received an email from myhermes saying a parcel I sent was bigger in size than the service I paid for and they are charging me and have sent a paypal invoice.
    The sale was actually a private ebay sale for Geox shoes (in original box actually childrens but only noted 'geox shoes' on parcel description).
    I used one of my standard 305mm x 229 x 152 (12"x9"x6") to post the shoes.
    I paid for small parcel 2kg service.
    They say dimensions were
    Length: 56 cm
    Width: 33 cm
    Height: 16 cm
    Parcel has been delivered.
    Am I screwed and have to pay them although I did nothing wrong or is there a way to appeal? I can see in paypal there is a cancel invoice button but dont know ramnifications?
    Any advice? Help?!!!
Page 1
    • mrcol1000
    • By mrcol1000 24th Nov 17, 7:56 PM
    • 4,452 Posts
    • 3,826 Thanks
    mrcol1000
    • #2
    • 24th Nov 17, 7:56 PM
    • #2
    • 24th Nov 17, 7:56 PM
    It depends if you want to use My Hermes again or not. You don't have to pay. I doubt they will chase you for a few quid but they might stop you from using the service.

    I would contact them and explain to them the box was within the measurements but you will most likely get a standard reply that they use lasers to measure things.

    All couriers seem very uninterested when you try and appeal extra sizes but its worth a go.
    • strawberryfield2233
    • By strawberryfield2233 24th Nov 17, 8:07 PM
    • 35 Posts
    • 48 Thanks
    strawberryfield2233
    • #3
    • 24th Nov 17, 8:07 PM
    • #3
    • 24th Nov 17, 8:07 PM
    It depends if you want to use My Hermes again or not. You don't have to pay. I doubt they will chase you for a few quid but they might stop you from using the service.

    I would contact them and explain to them the box was within the measurements but you will most likely get a standard reply that they use lasers to measure things.

    All couriers seem very uninterested when you try and appeal extra sizes but its worth a go.
    Originally posted by mrcol1000
    Thanks for your input, which method would you use to contact them? Stupid question I know Im guessing all routes will lead to oblivion!!
    • mrcol1000
    • By mrcol1000 24th Nov 17, 8:53 PM
    • 4,452 Posts
    • 3,826 Thanks
    mrcol1000
    • #4
    • 24th Nov 17, 8:53 PM
    • #4
    • 24th Nov 17, 8:53 PM
    Thanks for your input, which method would you use to contact them? Stupid question I know Im guessing all routes will lead to oblivion!!
    Originally posted by strawberryfield2233


    i normally use the contact via their website. It takes a day or two to get a reply but they get back to you eventually. The online chat is also useful and might better because you can argue your point. I have used both a few times and got my issue sorted.
    • strawberryfield2233
    • By strawberryfield2233 24th Nov 17, 8:57 PM
    • 35 Posts
    • 48 Thanks
    strawberryfield2233
    • #5
    • 24th Nov 17, 8:57 PM
    • #5
    • 24th Nov 17, 8:57 PM
    Thankyou mrcol1000
    • gardner1
    • By gardner1 24th Nov 17, 9:08 PM
    • 2,235 Posts
    • 3,312 Thanks
    gardner1
    • #6
    • 24th Nov 17, 9:08 PM
    • #6
    • 24th Nov 17, 9:08 PM
    Had the same problem few months back Hermes reckoned parcel was twice as big......and after a few emails and couple of live chats they were adamant the supa dupa parcel measuring/weight machine used in depots was never wrong
    After a few more emails and live chats with me calling them a bunch of lying cowboys......they checked the photo images that are taken of every parcel and admitted a bigger parcel was on top of mine and machine had wrongly calculated size/weight
    All i got was "sorry no charge"....asked for a couple of free delivery credits for all the hassle id had contacting them but basically told our mistake now f...k off
    • jeffuk
    • By jeffuk 25th Nov 17, 7:18 AM
    • 421 Posts
    • 259 Thanks
    jeffuk
    • #7
    • 25th Nov 17, 7:18 AM
    • #7
    • 25th Nov 17, 7:18 AM
    I and others have had good results when contacting Myhemes trough their FB page, quicker than the website.
    https://www.facebook.com/myHermesdelivery/
    • F&L
    • By F&L 25th Nov 17, 8:42 AM
    • 507 Posts
    • 555 Thanks
    F&L
    • #8
    • 25th Nov 17, 8:42 AM
    • #8
    • 25th Nov 17, 8:42 AM
    I've had several of these this year alone and they have all been for items I use a standard mailing bag for that is smaller than the laser measurements they quote. When I dispute them they just send a standard reply and close the case. I just write back and quote my mailing bag size and advise I won't be paying. They then send reminders for a bit and then it stops. Only once have they admitted an error was made and removed the invoice. Whatever laser system they use, there are errors with it.
    • RFW
    • By RFW 25th Nov 17, 8:42 AM
    • 8,497 Posts
    • 4,951 Thanks
    RFW
    • #9
    • 25th Nov 17, 8:42 AM
    • #9
    • 25th Nov 17, 8:42 AM
    I and others have had good results when contacting Myhemes trough their FB page, quicker than the website.
    https://www.facebook.com/myHermesdelivery/
    Originally posted by jeffuk
    Twitter usually works too for complaints.

    Courier surcharges seem to be one of the few areas where a company can charge what they like to the customer without any redress.

    If you do get continued problems you can always try complaining to Trading Standards and see if they would intervene. Strictly speaking you're not a consumer as the seller so the courier could be seen as a business to business transaction.
    .
    • strawberryfield2233
    • By strawberryfield2233 25th Nov 17, 2:19 PM
    • 35 Posts
    • 48 Thanks
    strawberryfield2233
    Thank you all for your contributions, very helpful.
    I have already had a lengthly livechat am awaiting a phone call from a manager within 24hrs..... I now know what to do next when I get no call!! thanks all!! X
    • strawberryfield2233
    • By strawberryfield2233 25th Nov 17, 2:27 PM
    • 35 Posts
    • 48 Thanks
    strawberryfield2233
    The only thing that does drive me mad is you know if they think about it would I really put a pair of childrens shoes in a box measuring over 1/2 a meter..... but common sense doesnt come into it well not so far anyway its always what the computer says is correct these days... anyway at least I have a few avenues to try if I dont hear from them, I am not one to roll over straightaway when I am being wronged LOL
    • Chrysalis
    • By Chrysalis 1st Dec 17, 1:23 PM
    • 2,072 Posts
    • 952 Thanks
    Chrysalis
    Hermes tried this crap with me a few years back, I never paid and have heard nothing since.

    Although I did reply to them saying the weight is marked by the manufacturer on the box and under what they claimed, I then sent them a product info web site page as well to back up what I was saying. They never replied to me, but also never seemed to enforce their request.
    • sarahb
    • By sarahb 1st Dec 17, 6:13 PM
    • 295 Posts
    • 278 Thanks
    sarahb
    Had the same problem few months back Hermes reckoned parcel was twice as big......and after a few emails and couple of live chats they were adamant the supa dupa parcel measuring/weight machine used in depots was never wrong
    After a few more emails and live chats with me calling them a bunch of lying cowboys......they checked the photo images that are taken of every parcel and admitted a bigger parcel was on top of mine and machine had wrongly calculated size/weight
    Originally posted by gardner1
    That's really useful to know, thank you !

    I had a charge from them in March for a parcel they reckoned weighed 1.2kg when I had paid for 1kg, I knew the parcel was underweight and realised they had to have weighed another parcel as well, but I didn't know they had photos or I would have insisted they check.

    Anyway, I didn't pay the extra charge of £4.20 on principle and they finally stopped sending reminders a while after, but I would have much preferred to get it sorted properly as you did !
    Last edited by sarahb; 01-12-2017 at 6:15 PM.
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