Fight for your rights: MyHermes lost parcel payouts

Published by Simon Read on 01 February 2018.
Last updated on 01 February 2018

MyHermes lost parcel payouts

Most of us shop online which means we’re receiving parcels and packages all the time. With around two billion parcels delivered every year in the UK, it would be a surprise if some didn’t go astray.

So I have a little sympathy for the parcel companies that come under attack for mucking up deliveries. It happens. But I have no sympathy with the companies that don’t put things right properly. There should be no need for readers to continually be forced to turn to us for help, but they do so in their droves – most of the complaints that come into this column are about deliveries.

This month I’ve rounded up some of the recent complaints about MyHermes, one of the biggest delivery companies.

First, there is RG of Poole. She sent a package of coats with Parcel2Go via MyHermes and took out extra insurance as the value of the parcel was £643. After it was collected, that was the last she heard of it.

“I contacted Parcel2Go and heard nothing back and contacted Hermes which said there is nothing it can do as it’s through a third party. I’m in total deadlock,” she told me.

After my intervention, she got a full refund of the £643. MyHermes said: “The parcel was ordered through a third party, which is why RG’s queries were referred back. She has now received full compensation and we have launched an investigation into how the item was lost.”

Next there is the case of SW of Grimsby. A parcel he sent on behalf of his nine-year-old grandson got lost. “I filled in the delivery failures form for the items, worth £152, and it only offered £20 plus the fee I paid,” he told me.

Sadly, he didn’t insure the item, so MyHermes was within its legal rights only to offer that paltry amount. But SW felt otherwise. “It is surely the responsibility of the courier to deliver? Why should I insure for its incompetence?”

I agree. As an analogy, imagine that when you went to a restaurant it demanded you take out insurance to cover the eventuality of the food being off or over-cooked. That would be a nonsense – if that did happen, the restaurant would take responsibility and offer you another meal or simply tear up the bill.

Delivery companies should take the same responsibility and not simply shrug their shoulders and blame the customer. But they don’t, which means anyone using a courier firm risks losing out if they don’t stump up for the extra insurance.

But there is good news in the case of SW. MyHermes has offered full compensation of £152 as a gesture of good will, while pointing out that “insurance cover in excess of the standard £20 we provide is available at extremely competitive rates”.

There was not such good news for MB of Westminster. He was sent a valuable design and memo sketchbook by a friend, but it never showed up.

“I’ve been given no help at all in tracking it down,” he told me. “I just want my sketchbook. It has years of work and it’s invaluable to me.”

MyHermes said: “Unfortunately, the sender put the incorrect delivery address on this parcel and, as a result, it has been lost. However, we accept that our communication has been below our normal standard in this case and, as a gesture of goodwill, have agreed to give a payment of £150.”

The compensation was grudgingly accepted by MB, as he only wanted his sketchbook back. But it serves as a warning to us all: don’t entrust items of personal value to delivery fi rms.

Finally – at the moment! – there is AH of Brierfield, Lancashire, who posted a package with MyHermes in mid-November. After it didn’t arrive on time he contacted the company, which told him it couldn’t find the package. Worried, he got in touch with Moneywise. While I was investigating, AH got back in touch with some good news: “The item actually turned up at its intended destination around four weeks late. It was damaged but usable.”

So, what happened? MyHermes couldn’t say. It said: “We would like to apologise to AH for the delay in his delivery and are pleased that it has now arrived. We have launched an investigation into what caused the issues.”

The company says in its defence of the errors: “Over 99% of the 300 million parcels we deliver each year arrive on time and without any problems. There are, however, exceptions and we would like to apologise for any inconvenience caused in these cases.”

Yes, there are exceptions, but the company should ensure that it deals with complaints speedily and fairly. It should not result in people feeling forced to turn to journalists for help.

OUTCOME: MyHermes hands back £945 to readers 

Simon Read is a money writer and broadcaster. He was the last personal finance editor at The Independent and is an expert on BBC1’s Right On The Money.

Leave a comment

Come home yesterday to find

Come home yesterday to find Hermes had left a 500£ jacket in my blue bin and posted a card ... I went out to the bin to find it empty .. now I'm down and no jacket ... the item delivery said Paul which is me not blue bin but Hermes are taking no responsibility I don't no what to do

I wish they were all so easy

I wish they were all so easy to rectify. I’ve been in contact with MyHermes for a while and despite repeated attempts at getting an update to a lost item being shipped, I keep getting asked for another 24 hours and they will contact me with an update. Of course to date I’ve received zero updates without contacting them. I’ve been promised emails and phone calls confirming my contact detaiks each time.
Such a poor customer service provided.

Gosh, this article certainly

Gosh, this article certainly reinforces my recent experience with Hermes and their shocking customer service. They lost a parcel sent by me and emailed me a month ago to say they would send me a claims form for compensation. They never did until I emailed them a prompt. A number of repetitive responses back and forth later, they now write to me to tell me that because my claim is more than 28 days after the parcel was dropped off to them, the claim is no longer valid! This delay was due to Hermes not sending the claims form! Utterly ridiculous. I've spent way to much time over £18. There's a reason why they're cheap. They're rubbish!
ps they sent me an online damaged parcel claims form three times - each time I had to email them to explain that I can't use their form as it requires photos of the damaged parcel to be attached before it will accept it for submission. There wasn't a damaged parcel to photograph, because they'd lost the parcel! A truly weird company.

Having a problem with

Having a problem with Parcel2Go via My Hermes. I purchased a horse saddle via an online auction and was in perfect condition in photos and well packaged, however the saddle has been damaged in transit part of the tree which is the main structure of the saddle has been broken. I paid the seller for the courier fees which included insurance. The seller has finally received a reply today and they have offered £20 refund towards the saddle but not the cost of their fees- I paid £39 including their postage/courier cost (and yes I got a bargain when won the auction, but the saddle is worthless/useless in its current state but without a full refund I will lose money if I return it) Any thoughts

Myhermes lost my parcel, I

Myhermes lost my parcel, I had filled in all their forms to claim compensation which they awarded. They said they have paid me the compensation, but they havent. I keep chasing and they keep saying there is something wrong with my Paypal. Paypal confirmed the transaction ID Myhermes provided for the payment is not valid. Myhermes still adamant they have paid me, even though there is no such payment in my Paypal account from them.

This is a blow by blow

This is a blow by blow account of my experience with MyHermes, without a doubt the worst, most incompetent, most dishonest company I have ever dealt with. In October last year I purchased a computer part on Ebay from a seller in Manchester. The parcel was entrusted to MyHermes and was never delivered. MyHermes created a fictitious delivery docket stating that the parcel had been delivered to an address in Kennington in South London, nowhere near my studio in East London. They claimed to have passed this document onto the seller and to Ebay who then refused to enforce a refund on the grounds that I had signed for the delivery and was lying in order to steal a few lousy pounds off someone I didn’t even know. In April this year I issued proceedings against the seller in the Small Claims Tribunal and also issued a summons to MyHermes under Section 7 of the Data Protection Act obliging them to provide me with all documentation relating to the delivery. They refused on the grounds that they are not required to release any information to anyone but the seller, a legal fiction that I brought home to them via a solicitor’s letter. From that point they had forty days to provide the information requested, failing which I would have bailiffs visit them and obtain the documentation by any means they saw fit. MyHermes then realised the game was up and they were stuck between perjury and contempt of court, and shortly before we went to court they admitted that they had lost the parcel in December last year and that they had known that all along. All of their protestations regarding the safe delivery of the parcel had been deliberate and calculated lies. The seller settled, paying all my legal costs, and last I heard he intended to recover his considerable losses from MyHermes. Okay, parcels get lost, it happens, but nothing – and I mean NOTHING – can excuse the grotesque and dishonest manner this incompetent shower dealt with this matter. They knew perfectly well that they had not delivered the parcel but they continued to claim that they had, and they deliberately lied to the seller and to Ebay in order to back up their deception. I might also add that Ebay was utterly useless in helping to resolve this dispute and took MyHermes word without question, despite clear proof that they had been lying from day one. When I sent them the email from MyHermes showing that I was right and they and MyHermes were wrong, the pompous little jobsworth who had been 'dealing' with the dispute broke contact. Needless to say I have never received an apology from any of the parties involved. So, never, ever assign a parcel to MyHermes and do not buy from anyone who does. Before you buy from Ebay, Amazon or any other online marketplace do what I do and ask the seller to assure you that they will not be using MyHermes, and if they are, do not buy from them.

I am currently contacting

I am currently contacting myHermes for 3 days now and no joy for the parcel that we didn't receive but myhermes claiming it was already delivered.
We tracked our parcel online and it was mentioned there that the courier left the parcel on a small letter box and they even posted a fictitious photo showing the small letter box. It is very obvious that the photo is not from our flat because the floor finishing/covering of our common area is carpet and the fictitious photo shows pavement tiles....It is a clear case of courier stealing parcel.The bad thing is both seller and my hermes are not helpful..

Lost package with yodel

Lost package with yodel
I sent a tempered glass dining table in its original package secured together with heavy duty tape. Yodel delivered only the legs of the table. It took 4 weeks after husseling them to tell me the was damaged and that I should contact the manufacturer. I made it clear that I know what the courier collected from my old address and given the price I took an insurance to cover the full cost of the table.. After passing me from one agent to another over 2 weeks, they promised to investigate and feedback. But it’s been nearly 3 months and I’ve not heard anything. This is a ripe off.

I ordered a rather pricey Hi

I ordered a rather pricey Hi-Res MP3 player from a very well known manufacturer off EBay, it was shipped out with My Hermes, after two previous non deliveries from this Dodgy Delivery company, to say I was a little worried to ever see my purchase was a tad of an understatement, it was sent Hermes Tracked, and low and behold, No tracking available I was also informed on my order, I contacted the seller who promptly sent me a picture of the Hermes collection receipt he had received and I through this receipt managed to acquire a tracking number related to my order, it went out for delivery two days prior, and the last two tracked info tabs were: 10.01am, Delivery will be attempted today between 10.00am -14.00pm, Next and last info tab: 12.12pm Not Delivered Damaged Parcel, Currently seller trying to sort it out, neither of us has been informed officially of this issue, Hermes state that over 99% of 300,000,000 of their deliveries get to where they are going with no problems, well I must be a very unlucky person then because only 1 of 4 Deliveries with Hermes has ever arrived to me without problem, the others including my current one have disappeared without trace as far as I know, as I were never informed, and luckily paid with PayPal and got reimbursed, so those 99% so called perfect delivery odds at least in my case don't add up, something not quite right with this company's Parcel losing business.

Hi I ordered some boots not

Hi I ordered some boots not arrives the supplier said they contacted hermes said got lost my parcel.no item was reordered even tho I was given estimated date would arrive .

Sold a camera on ebay and

Sold a camera on ebay and sent it via Hermes. Spent more than I charged my buyer to send to make sure it was insured. You have to state the contents so how come they let you pay if they are not prepared to insure?

They reckon they tried to deliver it once but my buyer says no card was left. Now they have lost it and say I am not covered. It was worth £300. Been on their infuriating chat system which takes so long to get through that I have had to leave to go to work. So far they are refusing any help. In my mind it's straight forward licence to steal by their couriers so I am reporting it to the police as theft. Dont know what else I can do. Any help appreciated.

Hi Alexa something similar

Hi Alexa something similar has happened to me, I sold perfume on ebay paid for insurance cover with Hermes unawares to me it was a prohibited item, they took my money and parcel I tracked it all the way to the recipients local depot then poof gone disappeared. I'm now left with nothing no perfume, no payment as I had to refund the customer and no claim as they say I cannot claim on prohibited items. I am so angry that they took my payment and parcel and lost it and then tell me I cannot claim. I do take some responsibility in that I should have checked but because I have received perfume in the post delivered by Hermes I didn't think it would be a problem!

I am absolutely disgussed

I am absolutely disgussed about the Hermes customer service and their approach.
I have sent the parcel worth £250 (Dyson fan) on 6th July 2018. I have paid £7.79 for the delivery. I have been charged £20 by eBay for selling the item and not delivering it.
Hermes have lost the parcel. The driver, who picked it up from me confirmed the picking up and adviced to contact them.
After endless telephones and conversations for last three months, after being ensured I will have the full refund for the parcel lost by them, after 3 x sending the claims form, I have finally got the email today saying they fully accept my claim - they have refunded me £20!
They didn't even refund for the delivery costs, which clearly gives me £12.21 "compensation"...
Three months!!!
Please help with that if you can I will be the most grateful.

I sold a parcel labelled

I sold a parcel labelled mobile phone which is to be delivered by myhermes to buyer. Myhermes has lost the parcel, only willing to pay £20 since I did not insure it even though I paid for tracking system which in turn gave me incorrect information. PayPal has now given the buyer is full refund. I posted the item out of good faith to buyer as it was collection only but it seems Ì am been punished for my good deed.

Sent a parcel to my son at

Sent a parcel to my son at university,contents were items he had forgot to take,dressing gown,underwear etc.
Parcel made it to the courier then stalled, Hermes informed me it had been passed to another courier in the area. After much hassle ,calls and waiting on promised calls never returned, i was informed the second courier never received the parcel.
So the parcel in my opinion has been stolen by the prevoius courier as it was in their possession .
This has been going on since 28/08/2018.
I got to the stage after £10+ of phone calls to a claim form being issued, as the items were used and had no receipts all they keep doing is rejecting and asking for receipts.
where do I go from here please??

Hermes stole my parcel about

Hermes stole my parcel about 6 weeks ago saying signed for by customer and i didn't not sign or receive my item, hermes did nothing to help. i complained endlessly and they did nothing. I have recently ordered another item not knowing hermes would be the ones to deliver and same thing, signed for by customer with a scribble mark, i did not sign or receive this item, hermes wont do anything. i have lost a lot of money due to them what can i do , what are my rights.

Hi the same thing has

Hi the same thing has happened to me. Bought a coat from eBay, chose option click and collect. Had an email to say it had been delivered to the click and collect store but it wasn’t there. Had a massive argument in the store. Checked the tracking details and someone has signed for it under my name! Shocking. Hermes just passed it back to the seller, but why should they have to pay? Don’t think I will ever get my money back.

The same has just happened to

The same has just happened to me. I shipped a gaming PC with Hermes which I sold on Ebay for £730. It was collected from my local pick up point, received at the regional depot and then vanished. After a week of Hermes "investigating" they have no idea what happened to it. I had opted for their maximum insurance, but they say that is only for £300 cover. Even after the insurance claim is made that will leave me £450 out of pocket (if you include the £20 I paid for the delivery service). Shocking how they get away with it.

Myhermes is the worst company

Myhermes is the worst company I've dealt with in 38years on the planet. They claim to have delivered my £80 parcel to a shuttered unit in a gated of industrial estate from 7pm at 11.57pm. This is impossible and by way of compensation offer me £20. The courier's clearly stole it but they class it as a loss. There is no phone number to contact these crooks. I'm going to persue the line of I agreed the compensation on loss or damage not theft and want the police to investigate the theft of my property . How are they so freely able to steal people's money. They've made me I'll with the stress of it all

I am absolutely disgusted

I am absolutely disgusted with Parcel2Go and Hermes. A package of printed material which was not ordered via a retailer but from a business associate with valuable information which cannot be reprinted, has been lost by Hermes. They lied and said that they had tried to deliver three times (which is untrue as I was in) and they only expect offices to be open 8am-8pm which for a small business, is not always possible. They should prioritise business deliveries to be within office hours. I have waited 2 weeks to be told "It is lost and we cannot reopen the investigation".
This has now cost me a significant amount of lost revenue and cannot be rectified as these papers cannot be duplicated and Hermes keep telling me to "contact the retailer" which is truly infuriating as the parcel was not bought.
I think ALL companies should be made to have a call centre so we can at least speak to someone rather than the robots on the Live Chat which they offer. I just want my parcel!