myHermes

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Ben's complaint against myHermes

Ben Eaton

21/02/2018

myHermes have lost a parcel

Complaint against myHermes

14/02 1810hrs - Parcel dropped off @ Parcelshop 15/02 1253hrs - "We've collected your parcel" 15/02 1528hrs - Sorted at regional depot 16/02 1139hrs - Centrally sorted 17/02 0526hrs - Sorted at regional depot Webchat to myHermes on 17/02 - Told even though the tracking said the estimated delivery day was "today" (Saturday 17/02), that it will be delivered on/by 19/02 (Monday). Monday 19/02 came and went. Webchat to myHermes on 20/02 asking where my delivery is, etc. "I'm sorry to see your parcels tracking hasn't updated since 17/02/18. The last tracking point was at the Depot so I'm going to raise a sweep for your item. Can you give me a description of the packaging and contents to help with the sweep?". So I explained roughly what it was in the parcel, and gave a suggested size of what I thought the packaging would be. I heard nothing, and still haven't heard anything back from that and no change in tracking update. 20/02 I tweeted to @hermesparcels "Does a sweep mean "oops, we have lost your parcel? ..great!" Finally a day after they asked me to DM them on Twitter I get a generic/unhelpful reply of "As there has been no updates we would advise you to make direct contact with the sender". ..As far as I am concerned, it's past the responsibility of the sender as it's left the sender, been sorted at their regional depot, centrally sorted, and reached my (the recipient) regional depot and that's where it's now lost. It is the responsibility of myHermes to FIND and DELIVER my parcel or reimburse me for the cost of the item/delivery/compensation (not to mention that I got my item for a fairly good price, so to buy said item again.. I'd be losing out £20+). UPDATE: Response via Twitter DM "The courier advised they didn't receieve the parcel out for delivery on 17/02 as the tracking still hasn't update we would deem this missing, the sender would need to contact us to raise a claim. We're really sorry for the inconvenience". Slightly more than an inconvenience.. they've LOST my delivery.

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