Cheap Parcel Delivery - official discussion

Tara100

Hello folks

I need some advice please....

What do you do, or where can you go for help when My Hermes ignore your compensation claim?

My claim was lodged and not dealt with, so I lodged it again and was sent the mail below 11TH SEPTEMBER


From: MyHermesSupport [EMAIL="hermessupport@myhermes.co.uk"]hermessupport@myhermes.co.uk[/EMAIL]
To: <_______@sky.com>

Sent: Wednesday, 11 September 2013, 10:02
Subject: RE: Damaged Parcel : 933120385_______ claim received

Good Morning _____

Thank you for returning your completed claim form.
This has now been passed to the claims team who if required will contact you further.
Please be aware that all claims are processed within 28 working days of receipt providing all relevant information is presented.
This does not include weekends or bank holidays.

Kind Regards
[Name Removed]


After 30 working days had passed, and I had heard nothing, I mailed [Name Removed] back for an update, and she still hasn't replied weeks later.

I then mailed Hermes to find out why my claim still hasn't been processed, and although I received an automated e-mail 22nd Oct saying I would receive a response within 24 hrs. I still haven't had that reply either.

In desperation, I mailed again 26th Oct, and I haven't even received the automated reply this time!

I had been putting off phoning Hermes directly, as the call charges are 10.2 pence per minute, but had no choice and phoned them, having to explain the whole saga. The rep said they were sorry that I had been treated badly, and that he would pass on my claim to be looked at as a matter of urgency, and that I would be contacted within 48 hrs. Guess what, there's been no response from Hermes AGAIN.

Would you believe my claim is for a paltry £20.14 but still they refuse to pay up.

Can someone make suggestions as to what I can do now please? After the effort I've put in so far, I am not letting this drop.

Thanks
Tara

RFW

Tara100 wrote: »

Can someone make suggestions as to what I can do now please? After the effort I've put in so far, I am not letting this drop.

Thanks
Tara

Send a letter to their registered office asking for the money back within 7 or 14 days or you will take further action to recover it.

A quicker way would be to get on their Facebook and Twitter pages and tell them you have had a problem. Companies tend to deal with complaints on social media quicker than anywhere else.

Tara100

Thank you, will do.

puddy-tat

myHermes are absolutely useless if you have any queries or your parcel does not arrive; the staff at customer service simply lie to you - they tell you they will resolve your problem & locate missing items but then NEVER call back. I am currently waiting for the 15th promised phone call & as usual I will have to call them. They never even attempted to deliver the parcel & state they have it in their warehouse as it is damaged but they never informed me, the sender, or the intended recipient; I had to chase them to discover it's whereabouts. If you value your time, your parcel or your company reputation, AVOID them at ALL COSTS.

ukads

Booked a Hermes collection for Friday, waited in all day, no one came. Sent them a message (No facility to call them) they replied on the Sunday saying sorry and that they would investigate it. Frankly I wanted someone to just come and collect the parcel. Thought that on Monday someone would come, no! No collection, no reply to three emails. Disgusting and disgraceful service. Just booked with city link instead, hope they will provide a better service. Avoid at all costs, its not worth the saving of a couple of quid.

Tara100

It's a wonder that Watchdog haven't done a feature on My Hermes by now :huh:

I've used them 30+ times now, and gone through two horrendous claims (one was eventually paid after a 2 month chase) and my current claim from the end of August is turning out far worse than the first.
Through the current claim, I have seven messages now (all from different staff) that all say: "We are passing on your claim as a matter of priority" :rotfl:

If you can use them without having to make a claim for damage or loss, then great, but gawd help ya if anything goes wrong!


p.s
I did go over to the My Hermes Facebook page and raised a complaint. I've received replies from three different staff, all promising me an update by today, and have a guess what happened?....



NOTHING!

:wall:

Kayster

If you book myhermes through parcel2go and it gets lost you use the parcel2go claims system not the myhermes system and the parcel2go claims system has worked OK for me on the 1 parcel myhermes lost.
Note you only get £20 free insurance if you book through p2g not the £50 direct with myhermes but some weights of parcel when dropped at a parcelshop with myhermes are cheaper to book on p2g than direct with myhermes.

micknick808

Tried my hermes as alternative to post office .Left parcel at local collection point thurs 31st Oct 9.21 ; parcel delivered and signed for Sat 2 Nov 10.54 no probs. Tracking showed all stages . Will use again especialy since about a third of the post office price !

aeb_2

I just booked a parcel (1.2kg, small) with My Hermes via Parcel2Go and the cost is £3.90, last week a similar parcel was £4.20

Price reduction if would seem:j

Over 2kg is the same price

David1552

I hear such disaster stories about couriers it’s a wonder anyone ever uses one. You only find out what a courier company’s made of when things go wrong, and most of them apparently fall down on that front. I realise I’ve probably been lucky - I only send a maybe a couple of dozen packages a year (and that’s only since Royal Mail started pricing themselves out of the “large but light” category).
Never had a problem with Collect+ or MyHermes (although I dropped Collect+ after their last price increase). I’m on my 3rd MyHermes courier - as discussed previously on this forum I guess the pay isn’t great for them so they don’t stick around.
Just had my first experience with City Link who managed to deliver an oversized package (that most couriers wouldn’t touch) in under 23 hours on their cheapest tariff!
I’d echo what Obviously The Best said: the brokers usually get good reviews, ‘cause blame usually gets pinned on the carrier, and it can be hard to work out who caused a problem when one happens. In my case, kudos to ParcelMonkey and City Link for both doing a good job!
And I’ll echo Kayster as well: booking direct with MyHermes there’s no price benefit if you take your package to a drop-off point rather than having it collected but there is a saving if you book via a broker like ParcelDelivery (not sure if the insurance level was different in my case).