Mistook parcel; Offer 50% goodwill payment and would not return the parcle - Complaint about myHermes - A Spokesman Said

Mistook parcel; Offer 50% goodwill payment and would not return the parcle

Complaint about  myHermes  | AWAITING RESPONSE


myHermes

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Viet Phan

30/09/2016

Mistook parcel; Offer 50% goodwill payment and would not return the parcle

Complaint about myHermes

Hermes' delivery woman came to our house on 26 September to deliver a package. At the door, she pointed at the 2 Zara parcels from my mom who did not speak English indicating she was there for picking up as well. The 2 parcels were meant to be collected by ParcelForce, and had nothing to with Hermes, yet she still took them (despite there having been NO collection booked with Hermes from our house for that day). We contacted Hermes' customer service to locate and get these parcels back (total value £335.89). After asking for receipts and details of those two parcels, customer serviced offered a "a goodwill compensation payment of [£167.00 ] in respect of your missing parcel which our courier collected in error", and also stated that "Please note that this goodwill payment is offered in, and will be, full and final settlement for this matter." This is absolutely unacceptable that they are offering a partial compensation for something that: a) they took by mistake; and b) does not belong to or meant to be in their system. Also, today we managed to speak to the same woman who came to our house to collect something else. When asked about the issue, she insisted (face-to-face) that : - she was given the parcel, and never asked for them, and - that there were 2 collections booked on her system, that's why she took them, even though we have confirmed that there were nothing booked for collection

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