Used this company many many times, I have had problems with collections not being collected a few times but have always got the situation sorted straight away with their live help, as soon as you tell them the parcel hasn't been collected they apologise straight away (unlike myhermes who don't apologise at all until you ask them) and look into what has happened for you (and on a couple of occasions given a small gesture of good will to compensate). The prices are amongst the lowest and customer service amongst the best. After recent problems I have experienced with another company I will stick to using parcel2go from now on.
I have purchased many items through Amazon from both Amazon and other retailers through Amazon and I can honestly say everything has been delivered on time (usually earlier than stated) and all purchases have been problem free. I have only had good experiences with this company and can only hope other companies follow suit.
Parcel not collected, no apology until I asked for one, then told it's nothing to do with them as I didn't book with them but with an agent despite the fact I booked through myhermes.co.uk and paypal payment was to hermes. check below for correspondence in reverse order. (sorry for length of review).
As I put this together I phoned them and also found them to be extremely rude.
I ordered this delivery through www.myhermes.co.uk. DO NOT TELL ME I ORDERED THROUGH AN AGENT AS BELOW IS THE EMAIL I RECEIVED THROUGH THE MYHERMES WEBSITE.
YOU ARE A DISGUSTING COMPANY AND YOUR REPLY IS OFFENSIVE.
I DEMAND A FULL REFUND IMMEDIATELY AND FURTHERMORE I WILL BE REPORTING YOU TO TRADING STANDARDS WITH THIS AND ALL OTHER COMMUNICATIONS RECEIVED FROM YOU.
BELOW IS ALSO THE PAYPAL PAYMENT MADE TO YOU AND NOT TO AN AGENT
YOU ARE A JOKE AND I NOW BELIEVE WITH GOOD REASON THAT YOU ARE THIEVES
10 Sep 2012 Order To Hermes Completed Details
Order To Hermes O-5YF34810DA5600331
This is an automated email. Please do not reply to this address. If you have any questions or need to find out how to contact us please click the following link: http://myhermes.faq-help.com
Thank you for placing your order with myHermes.
We confirm your order reference number is 2357608. Please quote this in all future communications relating to this shipment.
If you have selected a courier collection we will collect on the date(s) you have specified, and from then your shipment will take between three and five working days to reach its destination address. (Please allow 5 working days from the date of collection before chasing the delivery of a parcel)
Should you be unavailable on the selected collection day, then simply place your parcel/s in your "nominated safe place" and our courier will leave you a confirmation collection card.
If you have selected a ParcelShop option please drop your parcel(s) at the ParcelShop of your choice, shipment will take between two and four working days to reach it's destination address. (Please allow 5 working days from the date you drop off your parcel before chasing the delivery of a parcel).
Your order details:
Collection date Collect from Delivery to Number of parcels
11/09/2012 RM7 9ES ME2 4NP 1
TOTAL inclusive of VAT GBP 8.16
exclusive of VAT GBP 6.80
Note: We recommend that you print this confirmation e-mail and VAT receipt for your records.
This email provides you with the parcel tracking number/s so you can also check out the latest status of its journey after the courier has collected your parcel.
Important: Please allow 24 hours before checking the tracking site. Parcels may take up to 5 working days from the day after collection for delivery.
Parcel number: 8812785852812751 - Track now!
Alternatively, you can also track your parcels directly at the myHermes website,http://www.myhermes.co.uk. The tracking area is located at the top left hand side of the page and you will need to enter the 16 digit parcel number and the delivery postcode to view the latest status.
Make delivery easy for your friends and family, recommend them to us and when they register and place their first order we will send you a 20% discount promotion code as a thank you! Visit "Recommend a Friend" at www.myhermes.co.uk.
Our company details:
Hermes Parcelnet Ltd
1 Capitol Close
Registered in England and Wales company number 3900782
VAT registration number GB. 5571452 37
Thank you for shipping with myHermes.
myHermes Customer Service
> From: firstname.lastname@example.org
> To: email@example.com
> Date: Wed, 12 Sep 2012 17:50:51 +0100
> Subject: RE: Collection Issue
> Good Evening,
> We are sincerely sorry for any frustration caused. Unfortunately you have emailed MyHermes, we are a brand within the Hermes Company, who the parcel is being sent with. We are unable to look into this delivery as it is not an order booked through myhermes.co.uk. We at My Hermes deal with parcels sent from private individuals to other private individuals (C2C).
> Your order is from a retailer and is being delivered by Hermes couriers. The Hermes contract is with the retail company and as the retailer you have ordered from does not outsource their customer services to Hermes they are unable to discuss the delivery with you directly for contractual reasons. You will need to contact the retailer directly and they will be able to assist you. If necessary they will contact Hermes on your behalf to resolve any issues.
> Please contact the retailer you have ordered from and their customer service team will be able to assist you.
> Kind regards,
> Lauren Davidson
> MyHermes Customer Service
> Hermes, a trading name of Parcelnet Ltd, Registered in England & Wales no. 3900782.
> Registered office: Capitol House, 1 Capitol Close, Morley Leeds LS27 0WH.
> This e-mail (which includes any files/attachments transmitted with it) is confidential. It is intended soley for the use of individual to whom it is addressed. Any views presented are soley those of the author and do not necessarily represent those of Hermes.
> -----Original Message-----
> From: firstname.lastname@example.org [mailto:email@example.com]
> Sent: 12 September 2012 08:30
> To: MyHermesSupport
> Subject: Collection Issue
> Barcode: 8812785852812751
> Contact: mr richard lewis
> Phone: 07557538628
> Email: firstname.lastname@example.org
> Username: email@example.com
> Comments: Below is a live help transcript from today, I am even more shocked with your lack of customer relations that I had to point out a lack of an apology before I received one.
> MyHermes Advisor (Listening)
> MyHermes Advisor: Welcome to myHermes webchat.
> MyHermes Advisor: Good Morning
> MyHermes Advisor: Welcome to myHermes webchat.
> MyHermes Advisor has left the chat.
> MyHermes Advisor: how can i help you?
> richard lewis: Why did I waste 12 hours of my life yesterday waiting for this joke company to not collect my parcel?
> MyHermes Advisor: can i take your parcel number and i will look into this for you,
> richard lewis: 8812785852812751
> MyHermes Advisor: ok if you give me a few moments i will look into this for you
> richard lewis: ok
> MyHermes Advisor: do you wish the parcel still to be collected ?
> richard lewis: Are you joking? do you really think I will waste more of my time with a joke company
> MyHermes Advisor: ok so do you wish the parcel to be cancelled then ?
> richard lewis: I wish for a full and immediate refund of the monies paid for this delivery and I want to know how I can cancel/close my account so that after the 2 parcels I will take to the shop today are delivered I can close this account
> MyHermes Advisor: ok i will refund this parcel and if you take the other parcels to the parcel shop, once you have done this the if you log into your account and then go to My account and you will then be able to cancel this
> richard lewis: Thank you. I would also like to point out that I am going to use this full transcript to write a complaint to your head office and also put into forums to show your complete lack of customer support, do you realise that I waited for 12 hours for my parcel to be collected and then after it was NOT collected you have NOT apologised for my inconvenience. My proof of a joke company.
> MyHermes Advisor: i do apologise for this and i understand that this is not acceptable,
> richard lewis: too little too late
> MyHermes Advisor: an i will be contacting the couriers manager about this issue
> richard lewis: good bye
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