my hermes |
| United Kingdom, England|Buckinghamshire |
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Consumer reviews about my hermes |
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Rosie_myHermes
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Dec 16, 2011
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stolen goods
Hello,
My name is Rosie and I am a representative for myHermes. Please could you email me the problem details at [email protected] and I will look into what has happened and hopefully resolve this situation for you.
Kind regards,
Rosie
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andygrainger
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Apr 10, 2012
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Won't pay compensation for item badly damaged in transit
I had my parcel collected on 03 April 2012 and it was delivered on 05 April 2012. The recipient contacted me straight away to inform me that the item had been very badly damaged in transit. Although the item was marked as fragile and very well padded inside – the corner of the box was completely broken open and the Dell computer inside had its case smashed and metal parts badly dented – deeming it now worthless. I am not sure if the damage was done intentionally but cannot understand how the box could have been broken open when it was so well packaged in the first place. (strongly sealed with thick parcel tape) Only severe force could have done this kind of damage from the pictures I have seen. I have read online of several other people saying that their MyHermes parcels labelled as 'Fragile' arrived damaged whereas the ones not labelled were delivered without any problems.
On 06 April 2012 I contacted MyHermes.co.uk support via their website form about the problem and to enquire about compensation. (for an additional cost I had taken out the extended compensation cover up to £100)
The following day (07 April 2012) I received a response from someone called Caitlin saying:
'Please accept our apologies that your customer received their parcel damaged.
Unfortunately the parcel you sent contains items which are deemed as unsuitable for shipment, they are sent at your own risk and are excluded from parcel compensation. (Please see below for our list of excluded items).
Please be aware that the following items are excluded from compensation: Laptops, Monitors or computer equipment'
On 07 April 2012 I emailed Rosie Smith (the MyHermes CEO) directly copying in the Support department to say that I was not happy with their response.
At the time of placing my order – only illegal items such as weapons, aerosols, livestock etc. were listed as prohibited. I was given the option to extend the compensation cover from the basic £25 to £100 – which I did as my item was worth more than £100. At no point did their website mention that computer equipment or electricals were excluded from the compensation cover. If I had been told that up front then I would obviously not have used the service and sought to find a different courier that did. Companies like ParcelForce who they are competing against all cover computer equipment and electricals as standard policy without any issues.
On 08 April 2012 I received a response from Ann Trotter in Customer Services saying that she was sorry to hear that my computer had been damaged in transit but 'unfortunately there is nothing further they can do , and when the order was made, you ticked the box to say you had read our Terms and Conditions, which states we do not cover for any damage done to any of our excluded items.
As a goodwill gesture, I have refunded your postage costs. Please allow a few days for this to re-credit your account.
Please accept our sincerest apologies for any frustration or inconvenience caused.'
On 08 April 2012 I emailed Rosie Smith directly again to complain that I was not happy with this response. So far she has failed to reply me directly.
I think it is disgraceful that a courier company can operate in such a way. We are not just talking about a scrape or scratch here. My item was damaged with such force and severity that the box had been ripped open and the well padded item inside smashed and metal parts badly dented. Your offer to refund only the postage cost is a complete insult. Also, hiding an excluded items list deep within the small print of your terms and conditions is disgraceful. If something is excluded - then list it clearly on the main order page of your website so that customers know that the service is suitable for their needs.
Rosie Smith at MyHermes - when you have so much competition out there you cannot afford to treat customers so badly. I for one will definitely not use your service ever again and will recommend the same to my colleagues, friends and family - as well as the customers and visitors to my numerous websites. This problem could so easily have been resolved amicably but instead I have been forced take my issue public - online.
Andy Grainger
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rosie_myhermes
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Apr 10, 2012
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re: myhermes
Please accept my sincere apologies for any inconvenience caused and we do empathise with your situation however we need to reiterate the policy in relation to excluded items and parcel compensation.
The myHermes website clearly states what items are deemed to be excluded and you are prompted to review our excluded list before purchasing our service.
By agreeing to our terms and conditions, which you have accepted by virtue of using our service, and which are part of the legal contract between you and us make it clear that, “We will not be liable to you nor pay you any compensation for damage in relation to any goods that are excluded from compensation for damage”.
As a gesture of goodwill we have refunded your postage back into your account.
Once again please accept our apologies.
Rosie
myHermes
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andygrainger
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Apr 10, 2012
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re: myhermes - Won't pay compensation for item badly damaged in transit
Well you have definitely lost lost one customer and potentially thousands more. I am sure anyone reading your response who was ever thinking of using your service will now be put off for good.
Thank you for your kind gesture of refunding me £9.36 when you have written off an item worth more than £100 because of shoddy handling and more than likely deliberately damaged by one of your staff. The damage could only have been done with extreme force - not even a drop/throw would have ripped open the box and smashed the contents.
I am disappointed with your response and will continue to publish my experience online so that noone else has to go through what I have.
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hotstore2005
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Jun 13, 2013
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hermes
https://picasaweb.google.com/lh/myphotos
best quality,lowest price, many many branded bags,walltes,and belts.
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shirley clement
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May 3, 2014
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Stolen/missing
Please help me. I have been waiting for a parcel for many weeks now. I am not the shipper of the parcel, but the shipper has contacted myhermes, but she is getting different stories. 1st. in not in your system. 2nd Then its been out and delivered to me which is a lie. 3th A schoolgirl signed for it on the 2nd April 2014. So what are we to believe the company is rubbish, all i asked for is my parcel. So where is it?. my parcel, why are they not telling me anything.
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shirley clement
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May 8, 2014
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Myhermes
Hello. I have been waiting for my parcel, has i have written to you before, but you do not reply. Now i am going to get legal action, has i have had the runaround, different stories told to me, so now i am asking to again for information about my parcel. Miss Hayley Keates. Reply back or get customer service to look into this. Thanks.
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coventrian
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May 9, 2014
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Abysmal Delivery Service
I have taken two days off work waiting for your organisation to make a delivery that should have been made Wednesday, you claim to have called yesterday when I was waiting, and my husband was at home all day and you still claim to have attempted a delivery.
YOU MADE NO ATTEMPT ON EITHER OCCASION TO MAKE A DELIVERY
I have informed marrisota to cancel the order, and I have told them that because of your abysmal service ranked 48 out of 50 the account will be wound down and closed.
Perhaps if you pay your independent carriers using their own cars and facilities with a decent reward you would get more dedication. It is amazing since my first appeal for details of other customers dis-satisfied with your service the complains of lost, broken, damaged, delayed and abusive staff complaints still come through at an average of nine per week.
WHAT A REPUTATION, BUT THIS MUST COME FROM THE INCOMPETENCE OF THE CEO WHO FAILS TO RESPOND TO COMPLAINTS FROM A NUMBER OF CONSUMERS
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CJB
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Feb 21, 2015
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Delivered to wrong address ....
Kartika: Hi, my name is Kartika. How may I help you?
Brady [me]: The myHermes couier delivered by parcel to a neighbour WITHOUT MY AUTHORISATION.
He left me a calling card from myHermes.
BUT HE FAILED TO TELL ME WHICH NEIGHBOUR HE LEFT THE PARCEL WITH.
We have 36 flats in our block, and the High Street is very long with hundreds of houses and flats.
Brady: HELLO - IS ANYONE THERE?
Kartika: Please provide the complete 16 digits tracking number.
Brady: [no. redacted]
Kartika: May I get the delivery name and postcode.
Brady: AND TRACKING NO. [no. redacted]
Brady: I DO NOT KNOW THE DELIVERY NAME - DO YOU MEAN THE COURIER OR MYSELF?
Brady: I AM [redacted] AT [post code]
Brady: WHY ARE YOU NOT RESPONDING?
Kartika: I am just checking the details for you.
Kartika: I have checked our online tracking and can see that this parcel is currently with the courier.
Kartika: Please allow 1-2 further working days for the delivery.
Brady: IT CANNOT BE WITH THE COURIER - I RECEIVED A CARD STATING THAT IT WAS WITH A NEIGHBOUR. TRACKING DETAILS STATE THAT A NEIGHBOUR SIGNED FOR IT. HOW CAN IT STILL BE WITH THE COURIER?
Kartika: With the details provided by you I can confirm this parcel is from Equick International.
Kartika: Unfortunately as this parcel has been sent via Equick International.
Kartika: You will need to contact their Customer Service team.
Kartika: Although it is Hermes delivering the parcel, Equick International do not outsource their Customer Service to us.
Kartika: We apologise for any inconvenience caused.
Brady: THIS IS RUBBISH. IT IS A MYHERMES COURIER THAT HAS MIS-DELIVERED MY PARCEL.
Kartika: Could you confirm is the parcels is ordered from Equick International.
Kartika: Please?
Brady: I HAVEN'T CLUE. HOWEVER THE MYHERMES COURIER LEFT A CARD AT MY ADDRESS. IT STATED THAT MY PACKAGE HAD BEEN SIGNED FOR BY A NEIGHBOUR. I AM ASKING WHICH NEIGHBOUR?
Kartika: Well I can confirm that the parcels is order from Equick International.
Kartika: I am sorry we can only see parts of the tracking information regarding retail parcels and any discussion of these details with you would break our contract with the retailer.
Kartika: We are unauthorised to deal with the retailer customers.
Kartika: Please contact them for the further assistance as we are unable to provide any details of this parcels.
Brady: Can we get back to my complaint. tHE myHermes courier left me a card stating that my parcel had been left with a neighbour. You are refusing to tell ME which neighbour - because you don't know. This has been a TOTAL waste of my time. Thank you for nothing.
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CJB
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Feb 21, 2015
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Delivered to wrong address .... 2
Follow up - you wouldn't believe it.
I logged onto the Equick International website; and completed their online complaints form - and guess what...?
The complaint was sent through to the myHermes website, and appeared as a complaint on my account there.
You couldn't make this up - shear incompetence and lies.
And I'm still no further forwards to getting my parcel.
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Jayare
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Sep 13, 2015
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1st time user-Lost package
I used Hermes as a cheaper option for an ebay sale for the first time after using Royal Mail. Package was collected on July 14th, no delivery after 4 days, tracker showed 'with local courier'.
No delivery after 10 days, 24th July Hermes confirmed they had lost the package & asked if I would like to make a claim.
25th July, claim form submitted. 6th August claim agreed, Bank details requested - Bank details submitted. 22nd August Bank Details requested again - submitted again.
4th September I sent email asking where my claim compensation was - No response!
5th September called the 'Customer Service' number, after waiting18 minutes to be answered, I was told that the delay in payment is because I wrote an email asking why the delay in payment...... Apparently that "puts my case to the back of the queue". So asking for report on reimbursement after waiting over 3 months leads to further delay because I dared to ask?. . .Are they serious??
I was told that someone would contact me asap.
10th September received email advising me that Hermes are looking into my request for compensation. HELP!!!!!!!
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pattinson
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Jul 28, 2017
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not telling t
my dogs not danageroue friend had a good laugh as he the softus thing out and they blocked my house
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