MyHermes - the worst customer service of all time?

cinereus

I've had to deal with some awful companies in my time. But this is probably the WORST ever.

Sent a parcel on the 9th. It was marked as signed for on the 13th. It had never turned up so I submitted a claim.

Finally got claim form on the 30th Sept - I immediately filled it in and replied. Sent three follow-up emails to check on it.

Nothing.

Sent a daily email asking for an update until today. Finally got a reply "Please submit your claim form". ARGH!!!!!!

So I went to the website today. Not working. Can't submit an email. Live chat down too. Called the 0871 number

Had to phonetically give my email address eight times before they got it right. Then, 20 minutes into the call, got cut off while they were confirming it back to me (it's just my name!)

Called back and after queuing I got to a dead tone x 4

Finally got through. Customer services staff just laughed when I asked to speak to a supervisor. Constantly said "WOT?" when I explained things.

Asked to me put through to the previous person I got cut off from. they said they had no record of my previous call!!!!

I asked how they knew that. They say they'd automatically brought up my information (why did I just spent 15 minutes giving it to you last time then?). But when I asked what info they had they had someone else's name completely unrelated to me! I was calling from my personal mobile not a public line.

Again, I asked to speak to a supervisor. They said none was available but they'd call back. Not having any faith I said I'd stay on the line and just deal with them.

OH HOLD. No response or explanation, just straight to hold.

-What's your parcel number?
-Parcel number or order number? (they are different)

ON HOLD.

-What's your parcel number? (again no explanation for being on hold)
-#######

ON HOLD.

-Okay my supervisor will call you back, give me your number?
- I said I don't want to be called back. I'll deal with it with you instead.

ON HOLD.

-Give me your phone number.
- ########

ON HOLD.

Supervisor says hello. Hoorah! Say they'll call back right away, promise. I get them to confirm my number back.

...

NOTHING.

Get a call. They can't hear me. They hang up.

....

You couldn't make this up

g1zmo

I'm afraid you're not alone. I've been using them for a while with no problems but recently an item I sold on ebay was delivered damaged . I refunded the customer and had the item (a coffee maker) sent back to me. I filled in the required forms with the photo proof they wanted over a month ago but despite repeated emails and 2 attempts on phoning them (on hold each time for over 10 minutes at 10p a minute) I still have had no reply of any kind. I've just spent half an hour waiting to speak to an 'agent' on their live web chat only to find that as I reached number 1 in the queue the whole process was cancelled by them. They have the most appalling customer service I have ever come across. They'll have no more business from me.

techspec

All my parcels have arrived very quick (next day quite often), and in one piece - but i must admit i dread the day i do have to deal with them over an issue.

I did see their driver laungh my FRAGILE marked parcel to the front of the van while i was in my car. He looked to see if i was looking first - not seeing i was looking in my rear view mirror.