Here is the text of my phone call of complaint to My Hermes
MyHermes OnLine Chat 19 November 2012
MyHermes Advisor: Welcome to myHermes webchat.
MyHermes Advisor: Hello, welcome to myhermes webchat, you are speaking to christine
MyHermes Advisor: do you have the parcel number, and what were the contents?
John XXX: My parcels have arrived but the contents are damaged beyond repair! The delivery driver said he suspeceted they were damaged becasue he could hear them rattling! They were insured.
MyHermes Advisor: do you have the parcel number, and what were the contents?
John XXX: Parcel numbers 7901375850456956 and 7901375850456825-7. The contents were two wash hand basins one in each parcel.
MyHermes Advisor: who did you insure them with?
John XXX: With My Hermes additional fee paid at time of order.
MyHermes Advisor: have you looked at the exclusions list? they come on that list
File attachment upload has started.
The file Basins.pdf (94.58KB) was received.
John XXX: I have now - but at the time of placing the order and selecting the compensation fee there is no mention of an exclusions list. I also described what I was sending on the order. What is your response to the fact they are smashed see attached photographs??
MyHermes Advisor: really sorry, but it is all in our terms and conditions
John XXX: So why are ceramic goods not listed in your "prohibited goods" you accepted the compensation payment and yet you offer no compensation. I consider that I have been miss-sold. Is your final reponse "really sorry" - is that it??? Are you now saying "hard luck - go away"???
John XXX: Hello - are you still there???
MyHermes Advisor: I actually am very sorry! I really am trying to help, i am just doing my job here
MyHermes Advisor: the compensation covers lost and damaged parcels, so no, its not been mis sold,
John XXX: Correct me if I am wrong but the parcel has been damaged - what have I paid the compensation fee for?
MyHermes Advisor: it covers for missing parcels too
John XXX: So - as far as you are concerned "My Hermes" have fulfilled all the requirements of their service to me and you are happy with how you have dealt with me as a first time customer? You are offering nothing other than "I am sorry"?
John XXX: Hello - are we still connected?
MyHermes Advisor: yes, I dont know what else i can tell you. Were the wash basins ceramic?
John XXX: Even if the wash basins were ceramic and are excluded from compensation - do you consider that "My Hermes" have delivered the parcels with the reasonable skill and care to be expected when the parcels are marked fragile and are robustly packed?
MyHermes Advisor: May I take this opportunity to sincerely apologise for any frustrations caused and assure you this is not common practice. Our commitment to our customers is to resolve any concerns efficiently and immediately. I can appreciate that in this instance you believe this was not the case.
Our services use a varied network of couriers, depots, and sorting facilities. Throughout our operational process there are a number of occasions where the parcels will leave the care of our couriers/handlers and instead will be handled through sorting machinery and conveyor belts. As such, any instructions on the parcel e.g. Fragile/This Way Up cannot be followed directly. For this reason, we communicate on our site a comprehensive list of both restricted and prohibited items, as we cannot guarantee safe transit during this process.
I assure you any damage is not a lack of care from our couriers; they take great care of all our parcels in transit. Unfortunately, the terms and conditions you agreed to when placing your order were not adhered to.
It is always myHermes endeavour to provide the best possible service at all times.
John XXX: Can you direct me to the section in your terms and conditions where it states that "Throughout our operational process there are a number of occasions where the parcels will leave the care of our couriers/handlers and instead will be handled through sorting machinery and conveyor belts. As such, any instructions on the parcel e.g. Fragile/This Way Up cannot be followed directly."
MyHermes Advisor: Goods that are Excluded from Compensation for Damage
Please be aware that the following goods are Excluded from Compensation for Damage:
Antiques (objects over 100 years old);
Any dangerous, hazardous or prohibited goods (as detailed in our Prohibited Goods section);
Articles made largely or wholly of gold, silver or other precious metals;
Ceramic or composite items of any description;
Items which have been strapped together;
Diamonds and other precious stones;
Electrical or electronic items;
Fossils, stones, or stoneware;
Furniture (Unless flat packed);
Items made wholly or partly of glass;
Human and animal remains including, without limitation, ashes;
Marble or any stone derivative;
Money 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, national insurance stamps, all tickets including travel and events;
Musical instrument hard cases and suitcases when used as external packaging;
John XXX: I see nowhere in the text you sent to me the words "As such, any instructions on the parcel e.g. Fragile/This Way Up cannot be followed directly."
MyHermes Advisor: all our terms and conditions are on the web site when you go in to order. I really cant tell you anything else
John XXX: I wish to register my complete dissatisfaction with the service provided to me by "My Hermes" and with the your inability to answer a direct question about where in your terms and conditions it states "As such, any instructions on the parcel e.g. Fragile/This Way Up cannot be followed directly."
MyHermes Advisor: I realise you are not happy with anything I am saying. Can I suggest you send a letter to our head office with your complaint? Hermes parcelnet ltd, capitol house, capitol close, morley,ls27 0wh
MyHermes Advisor: also if you lok at terms and conditions 'our liability to you' and read 7.4.2 that would answer your question
MyHermes Advisor: I realise youre dissatisfied, would you please supply a contact number, and one of my managers will ring you within the hour after termination of this web chat.
John XXX: Had I known that was how you intended handling my parcels; without any care or attention to their contents, I would not have used your service and I am unlikely ever to use your service again nor recommend it to others. In fact unless I receive a more satisfactory response I will ensure that other potential users are aware of the likelihood of damage to their goods in transit and the unacceptable response to my complaints. I will be sending a letter to your head office and a copy of the text of this conversation. For your information the parcels in question had already been sent by courier from Hull to Glasgow where I arranged to have them transferred to My Hermes. The parcels were opened and checked by my agent in Glasgow and found to be in good condition. They were resealed and "FRAGILE" labels applied to all sides of the box. In the event that was a futile exercise since you have now informed me that your methods of handling the parcels pays no attention to any external information as to content or the care to be exercised. Your company obviously is not capable of showing the same (normal) level of care as demonstrated by the original couriers. Clause 7.4.2 refers to package orientation graphics which has no bearing on the obvious impact damage that has occurred. The orientation of the parcel was of no concern to me or the to the basins - all they required was a reasonable level of care in handling. My contact number is xxxxx - I will expect a call from your manager.
A call was subsequently received and the manager reiterated that the items were not covered for compensation even though they accepted the compensation fee I paid. They offered no refund. I won't be using them again.
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