Utter dire service - myHermes, 5 weeks and still not resolved !!!

N1ckR

By far the worst service I have ever had.
21 Nov - Parcel was "delivered" on
23 Nov - Recipient notifies me parcel not arrived. I raise a support case with myHermes who share the GPS details that are over a mile away from the delivery address.
Over the course of the next few weeks they repeatedly keep telling me to wait a further 72 hours and then mark as solved.
4th December I raise a claim for missing parcel (insured to correct amount), declaration completed and signed by recipient. myHermes keep telling me the form is incomplete, keep asking things like "we need more information as it’s not complete please mention delivery location" which the delivery date and location already on the declaration ?!?, I keep telling them that information is on the form already, they keep repeating (now open 24 days).
17th December and we appear to be at some find of stalemate so raise a complaint via resolver. Chased once, and just again today.
As of today I have had zero response about claim or complaint (or original request to find out where my parcel went) wasted many hours chasing, only a week to go before escalation to chief exec.

I'm currently £80 out of pocket as this was an eBay sale that I had to refund.
I've spent hours chasing things up: I've had 3 web chats, sent over a dozen chasers in total, time speaking to recipient to update them and get further information.

Update. I have determined I am getting automated/templated responses about my claim. I recently asked a question about the information required for my claim and have received exactly the same word for word response as I got the previous number of times, appears to be a complete stalemate with my claim.

theonlywayisup

N1ckR wrote: »

By far the worst service I have ever had.
21 Nov - Parcel was "delivered" on
23 Nov - Recipient notifies me parcel not arrived. I raise a support case with myHermes who share the GPS details that are over a mile away from the delivery address.
Over the course of the next few weeks they repeatedly keep telling me to wait a further 72 hours and then mark as solved.
4th December I raise a claim for missing parcel (insured to correct amount), declaration completed and signed by recipient. myHermes keep telling me the form is incomplete, keep asking things like "we need more information as it’s not complete please mention delivery location" which the delivery date and location already on the declaration ?!?, I keep telling them that information is on the form already, they keep repeating (now open 24 days).
17th December and we appear to be at some find of stalemate so raise a complaint via resolver. Chased once, and just again today.
As of today I have had zero response about claim or complaint (or original request to find out where my parcel went) wasted many hours chasing, only a week to go before escalation to chief exec.

I'm currently £80 out of pocket as this was an eBay sale that I had to refund.
I've spent hours chasing things up: I've had 3 web chats, sent over a dozen chasers in total, time speaking to recipient to update them and get further information.

Update. I have determined I am getting automated/templated responses about my claim. I recently asked a question about the information required for my claim and have received exactly the same word for word response as I got the previous number of times, appears to be a complete stalemate with my claim.

Quick question.

Why did you refund?

If it was an eBay case, it would have gone in your favour. That is the time to then dispute with the carrier.

ellasmommy

The ONLY way to get a response from these imbeciles is to email a complaint to the CEO [email]{removed by Forum Team}[/email] and you will get a phone call within 24 hours.