If you’ve also been let down by myHermes courier as an online buyer or seller, welcome. Time to vent and learn how to get all of your money back from this courier in complete disarray — highlighted by the media, confirmed by employee comments and expressed by many customers on Facebook.
One of the many tragic comments from myHermes customers posted online this Christmas:
Furious with Hermes as I will now have a very upset boy on Xmas day as this is the only present that he has asked for, I have shopped everywhere on Xmas eve to try and buy another but they are out of stock.
Not the Best Track Record:
Over the past 10 years in the UK there has been countless online articles, blogs and videos uploaded regarding myHermes’ incompetent and dodgy practices. They’ve also appeared on BBC Watchdog and thousands of negative reviews have been posted online by irate customers on TrustPilot, Reviews.co.uk and Review Centre.
Add to this the plethora of negative reviews that myHermes have demanded TrustPilot remove (mine included), and minus from this the myriad of fake reviews myHermes have paid for (typically in bulk after a group of negatives) and we’re probably safe to say, 40K plus negative reviews?
Try to spot the fake positive reviews. I’ll give you a clue, they are green and have more than three stars. Who leaves a positive review for a courier company who successfully delivers a product? Answer, nobody! It isn’t quantum physics — it’s just expected like posting a stamped letter in a red box.
Not all Couriers are Created Equal… In my experience myHermes are inept. myHermes are unreliable. myHermes are thieves.
This is the most recent of many incidents for me personally and my company. Having recently had a negative experience when shipping a rare, valuable and sentimental product I sent with myHermes which was deemed “lost”, I subsequently posted a review on TrustPilot to warn others about making a claim and taking them to online court, only to have it immediately removed at myHermes’ request. You get emailed this nonsense by TrustPilot.
If you reply to Trustpilot explaining it’s a legit review and give your myHermes tracking number to support that, they will not budge and it stays removed.
“Your Parcel is Lost” An All Too Common myHermes Scenario:
We sold a product on eBay which was shipped using myHermes courier service only to be notified by the buyer opening an “Item not Received Case” 10 days later that the tracking had abruptly stopped updating at “Sorted at Regional depot”. No updates since and the expected delivery date was 5 days overdue. The myHermes and Hermes websites gave conflicting info. Late Delivery Defect on our eBay account – Check! One Very Disappointed Buyer – Check!
Same Parcel, Different Tracking Information Updates On Their Two Sites.
Non-Existent Support Process:
Like I’m sure you have, we jumped on the myHermes live chat support to locate our parcel. myHermes Live chat operatives overseas cannot help, apparently, they are trained and limited to disclosing what you already know regarding what the tracking website suggests. Be prepared for them disconnecting the chat without your consent. They can’t even give you the MyHermes phone number. Not allowed!
We then tried phoning myHermes on 0330 333 6556 only to be cut-off during the automated message. When you do phone MyHermes they do not provide a support service; Option 1: gives you basic tracking info, also available on the website. And Option 2: (Tech/General Enquiries) points you to the website and then cuts you off, it actually ends the call. Lovely way to treat paying customers.
Getting these companies to clarify anything is nothing short of impossible – wish to speak with a manager? Forget it! You could try COMPLAINING but for us, this resulted in a generic response from ‘Aftab’ with absolutely no resolution. We tried multiple compliant submissions without success.
Your Parcel is “Lost”…
We subsequently emailed myHermes support myhermes@mailgb.custhelp.com directly and within 12 hours, they deemed our parcel lost. Sounds like a really thorough investigation! There is absolutely no desire to locate lost parcels. Lazy, apathetic employees just can’t be bothered it seems, so they say it’s “lost”. Or is there more to it?
A package can’t get lost in a Tracking infrastructure, that’s why it’s been implemented. Lost = stolen and we’ve all heard about the drivers with sleight of hand, many of them temps at Xmas. The package was labelled well with our return address written in permanent marker top front, plus a shipping note detailing sender address inside of the package. Either our property is somewhere in the myHermes Tracking network or a myHermes employee has swiped it. If the correct procedures were in place, theft would be impossible. myHermes must be accountable to locate lost items and we should definitely not accept a lazy “lost” outcome and take them to task.
If you are having the same lost parcel issues and they have deemed your property as “lost”, instead of accepting their outcome which will be a refund of the label price or at best a £20 (or £25 Shutl) compensation payout, we highly recommend you report the company to Trading Standards, WatchDog and take them to the Online Small Claims Court, firstly giving them 7 days notice by way of Letter. UK companies must improve and treat customers better!
Your lost parcel, (your property) eventually ends up somewhere, it cannot dissolve into thin air. myHermes must be accountable for lost items, find them and return them to the rightful owner.
Forged Signature:
Even more disturbing reports are present online whereby myHermes customers’ signatures are being forged and their parcel is never actually delivered. And when they contact the retailer to request a replacement product be sent, the retailer refuses, stating that “you’ve signed for the delivery”, even though the fake signature is nothing like the customers. This is blatant fraud and yet again, nobody is held accountable by myHermes apparently. And now the customer has to challenge both the retailer and myHermes courier for some form of compensation. Not a nice scenario!
Evidently, myHermes have inept and maybe even illicit processes in place – to simply write-off your “lost” physical item. Do they actually benefit and profit from your lost products? Do drivers take them home at will? Are they selling them on? Where do they end up? More questions than answers…
Trading Standards:
National Trading Standards
1 Sylvan Court
Sylvan Way
Southfields Business Park
Basildon
Essex
SS15 6TH
Who Are Shutl?
This is an eBay company that allows you to book myHermes labels at a small discount from within your eBay account. And strangely when you sell any of the products listed on the myHermes “No Compensation” list below Shutl are recommend as a courier within your Ebay order page. You book the shipping label there and then. But wait!
Ebay Shutl vs. myHermes Directly?
Because Shutl use myHermes as a courier service, consider using myHermes directly instead of using Shutl, even if it does add a bit to the label price. If you must use them at all. When myHermes inevitably ‘lose’ a parcel you have to submit a claim for some form of compensation. If you use Shutl you will need to claim through them, who in turn claim with myHermes and this can cause communication issues and add resolution time to the claim process.
What Next… What Action Can I take?
Stay strong, fight your corner with these “business” bullies and send a professional letter to myHermes head office explaining that you paid for a simple service of which they failed miserably as a result of incompetence, negligence and comprehensively failing in every way possible. Add that the property they have in their possession is rightfully yours and you want it back or the same value by way of a refund or you’ll take them to online court if they fail to respond with your expected outcome within 7 days.
If lost, this is pure incompetence and negligence and completely unacceptable. You have never in this service transaction transferred ownership of your shipped product to myHermes. You paid them to simply transfer your property from Point A to Point B. That’s it!
Please Note: They will send you intimidating letters to get you to drop the court claim. Ignore them. A day before court, they will pay you back and the case is won in your favour, all court costs are covered by myHermes. You lose nothing and your self-esteem is boosted. Success!
myHermes Head Office Address:
Hermes Parcelnet Ltd
Capitol House
1 Capitol Close
Morley
LS27 0WH
Phone Support: 0330 333 6556
Email Support: myhermes@mailgb.custhelp.com
Advice from a Successful myHermes Online Court Prosecution…
“To anyone having issues with Hermes please take this advice…don’t bother wasting your time and money with them because even their legal team will fob you off…just go online and take them to court…its costs two fees of £25 each to your local court and about a 6 month wait but you will get what you claim for…their insurance is also fraudulent…take time to read the small print as it basically covers no man-made objects ‘composites’ I struggled to find anything that the policy actually covers!
Half the time you are having a conversation with an automated service designed to make you give up with a complaint so don’t waste your time…£50 is all it cost me to take them to court and after being told by their solicitor they would fight me in court the day before they emailed me to say they would pay the full claim amount and pay my court fees…they have no intention to resolve any complaint until that point when they will completely back track…so please people don’t be put off just summons them to court don’t accept any mediation service or offer less than you are claiming just be patient and get the result you want.”
So forget about quoted insurance values, excluded and prohibited items, that’s really only pertinent when damaged. Lost (stolen) is essentially a criminal matter so online court is the way to go, hit them hard in the pocket, they will buckle and you will win and get your money back.
Don’t stand for this abysmal service any longer. Fight back! All the best with your claim and court case.
THE NONSENSE BIT (T&Cs)
No compensation list. From myHermes’ website.
FULL LIST of EXCLUDED ITEMS:
“The following items are excluded from compensation in the event of loss or damage:”
– Antiques (objects over 100 years old)
– Items that are included on the Prohibited Items list, such as any dangerous, hazardous or prohibited goods (as detailed in our Prohibited Items section)
– Sharp instruments eg. knives, gardening and household tools regardless of how they were packaged
– Articles made largely or wholly of gold, silver or other precious metals
– Ceramic or composite items of any description including without limitation glass, mirrored items, crystal, ceramics, porcelain, plaster, marble, china, stone, slate, resin, granite, concrete (or any item containing these materials)
– Cameras
– Items which have been strapped together
– Diamonds and other precious stones
– Electrical or electronic items (Monitors, mini fridges, lamps with glass or ceramics, tablets greater than 12 inches, printers containing ink or toner)
– Food items
– Fire Extinguishers
– Fossils, Stones, Stoneware
– Furniture (Unless flat packed)
– Items made wholly or partly of glass
– Jewellery (Antique items, any items over liability limits)
– Kitchen appliances (white goods/coffee machines/microwaves etc.)
– Lighting
– Paintings / canvas prints
– Spectacles
– Telescopes
– Watches (Antique items, any items over liability limits)
– Liquids
– Marble or any stone derivative
– Bankers’ drafts
– Current bank notes
– Currency notes or coins
– Credit cards / debit cards
– Uncrossed postal orders which do not state to whom they are to be paid
– Cheques or dividend warrants which are uncrossed and made payable to the bearer
– Bearer securities including share warrants
– Scripts or subscription certificates
– Bonds or relative coupons un-franked postage or revenue stamps (except a revenue stamp embossed or impressed on an instrument which has been executed)
– Coupons, Vouchers, Tokens, Stamps
– Lottery tickets, scratch cards or similar
– Items which can be exchanged by themselves or with any other item for money or goods or services. For example, gift cards or certificates.
– National insurance stamps
– All tickets including travel and events
– Musical instrument hard cases and suitcases when used as external packaging
– Musical instruments
– Negotiable documents
– Perishable goods<
– Plants, seeds, flowers, and plant derivatives
– Prescribed drugs
– Real fur
– Resin items, amber and composites
– SIM cards
– Tobacco and Tobacco products”
Prohibited items. From myHermes’ Website.
FULL LIST of PROHIBITED ITEMS:
“Prohibited Items are goods which Hermes will not carry. Hermes will not compensate you for loss, damage or late delivery of Prohibited Items.”
– All Toxic Substances are prohibited. E.g. Arsenic; Beryllium; Cyanide; Fluorine; Hydrogen Selenide; Infectious Substances containing Micro-Organisms or their Toxins which are known to cause (or are suspected of causing) disease: Mercury; Mercury Salts; Mustard Gas; Nitrobenzene; Nitrogen Dioxide; Pesticides; Rat Poison; Serum and Vaccines.
– Liquids.
– Magnetised Material with a magnetic field strength of 0.159A/m or more at a distance of 2.1m from the outside of the package.
– Miscellaneous Manufactured Articles – Goods made in foreign prisons, except those imported for non-commercial purpose of a kind not manufactured in the United Kingdom, or those in transit.
– Misleading Endorsements – Parcels must not bear words, marks or designs which are unauthorised and which may reasonably lead the recipient to believe that the packet has been sent On Her Majesty’s Service.
– Oxidising Substances and Organic Peroxide – These are substances such as disinfectants and may cause or contribute to combustion of other substances. They may also be liable to explosive decomposition, react dangerously with other substances, and injure health. For example: Bromides; Chlorates; Components of Fibreglass Repair Kits; – Disinfectants; Nitrates; Per Chlorates; Permanganates and Peroxides.
– Pathogens – Things that can cause disease, such as a virus. Pathogens in the Risk Group 4 and selected Risk Group 3 listed in Schedule 9, Part 5 of the latest edition of the Control of Substances Hazardous to Health Regulations are prohibited. E.g. Clinical; Environmental and Medical Waste; Ebola, Anthrax and Foot and Mouth Disease.
– Perfumes and Aftershaves – Perfumes and Aftershaves that are classed as flammable are prohibited. Non-flammable items may be accepted but there are restrictions based on alcoholic content.
– Pesticides – Any chemical that is used to kill pests and insects.
– Poisonous (Toxic) and Infectious Substances – Substances that are liable to cause death or injury if swallowed or inhaled, or by skin contact.
– Pressurised Containers – Such oxygen tanks or Fire Extinguishers
– Radioactive Materials – Radioactive materials and samples that are classified as radioactive using Table 2-12 of the latest edition of the International Civil Aviation Organisations’ (ICAO) Technical Instructions. For example: – Fissile Material; (Uranium 235, etc); Radioactive Waste Material; Thorium or Uranium Ores, etc.
– Sharp Instruments – Sharp instruments, e.g. knives, gardening and household tools, unless they are properly protected.
– Solvent-Based Paints and Inks – These are varnishes (including nail varnish), enamels and similar substances.
– UN2814 or UN2900 Infectious Substances – These are classified at Division 6.2 of the 2005-2006 Edition Technical – Instructions for the Safe Transport of Dangerous Goods by Air published by International Civil Aviation Organisation, (ICAO).
– Vehicle Parts – Parts which are over our weight limit (15kg) or that are outside of our dimension limits. We also exclude parts that contain liquids.
– Water-Based Paints and Inks.
– Weapons and Replica Weapons.
In reality, everything you could possibly send with myHermes is covered in the generic categories above. They will make your item fit one of the categories if and when you claim. Essentially they are pointless and designed to create immense resistance so you simply cannot be bothered to claim.
Unfortunately, this is business in 2017 and beyond. An absolute shambles of a company with disinterested employees and no accountability when things inevitably go wrong. If you have a disposition for stress, probably best to avoid using myHermes in the future.
ECOMMERCE IS BROKEN! myHermes is the cause.
Watch The Videos – DON’T GET TOO ANGRY 😉
myHermes CEO Proud of Her Achievements!
One Very Happy myHermes Driver!
