Myhermes Reviews

Name: Myhermes
Rating: 1.19

1.2 Rating 7,030 Reviews

4 %

of reviewers recommend Myhermes

Company Reviews

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Metrics

1.2

Based on 7,030 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 9%
Accurate And Undamaged Orders	Greater than 67%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Location:

Capitol House Capitol Park Morley, Leeds United Kingdom
LS27 0WH

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Myhermes 1 star review on 3rd January 2025

316

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have never been compelled to write a review were I feel so angry, frustrated and let down by a company. I have used MyHermes on 6 occasions - first 5 occasions no problem, 6th time however..... MyHermes picks up delivery (27inch Apple Mac sold by myself on Ebay) on the 19th January 2016. On 20th January 2016 I received and invoice and an email explaining that the item was too large and that I needed to pay more - Paid more. Following item on tracking 3/4 days later item has not moved on tracking - make initial contact on Live chat function. "There is a delay, please wait 48 hours for delivery" 48 hours later....Live chat "There is a delay, please wait 48 hours for delivery" 48 hours later - Item has still not moved on tracking. Call number provided by live chat. Speak direct to operator who explains that yes it has been delayed and was put on the wrong trailer and was at the recipients local depot but had been scanned incorrectly and was on its way back to the hub. "Please allow another 48 hours for delivery..." Numerous phone calls saying that they cannot check the location of the item and I have to wait till it gets rescanned at its next destination. At this stage I have had to refund the recipient of the item as it was a transaction on Ebay. 27th January 2016 - Called to speak to a manager was told that I would receive a phone call in 4 hours. No phone call. Called again to speak to a manager was told that I would receive a phone call. No phone call. 28th January- Called to speak to a manager - was told I would get a call shortly. Finally on the 3rd time of asking a manager called me back and explained what had happened to the item but would call and investigate the location of the item and get back to me later in the day.....No call, no email.... Speak to operator, Fazana (who out of the 10-15 people I've spoken to at MyHermes actually gave a blank) on 29th January (10 days after item collected), explaining the situation and needed to cancel the delivery of the item. Clearly highlighted why and that it needed to be returned to the sending address as it was an Ebay purchase that had to be cancelled due to MyHermes failings as a courier. Fazana took my number and said if she saw any movement she would get in contact. Low and Behold 2nd February I received a call from Fazana saying it had been scanned as leaving a depot on the way to the hub. Check the online tracking and item has not moved from the 21st January 2016. But was assured that item was visible to MyHermes. Another phone to MyHermes it would seem that the item has once again been located and scanned. 4th February 2016.....(At this stage I am relieved. Whilst it's hardly been ideal the item is back on the MyHermes radar). As the February passes item still has not turned up anywhere. 4 or 5 phone calls with various operators phoning various depots to check if there is anything. Nothing. Have been told that investigation team are looking into it. I have repeatedly stress that the item must be returned to sender. 28 days later....At this stage I have given up, the item isnt going to show up. The operator who confirms to me that it still hasn't shown up agrees and explains that I should fill out a lost item form. The form is received and filled out instantly. 7 days later, I call my Hermes to see what the status of the claim is and when I should expect a refund for the £25 deliver charge and the £250 of compensation was due? "It can take up to 14 WORKING days but you will receive a email with any updates" I also ask what would happen if the item was found..."We will cancel the claim and your item will be returned". 14 WORKING DAYS LATER - No email.....No refund.... I log into MyHermes account and look at the tracking - The Item was delivered 10 days ago....Not to me but to the original recipient. The same address that I had been assured it wouldn’t go to. Call MyHermes - asking can they explain what is going on. Operator says it has been delivered. I ask why has it been delivered there and not back to myself after I had been told it would come back to me "Well if you had spoken to me I wouldn't of told you that." So now I have an Item that was picked up 39 days ago, put on the wrong trailer, then disappeared, then reappeared, then told that it was coming back to me, then disappeared again, then was claimed for, then was delivered to a recipient who I have fully refunded and not acknowledged the delivery. MyHermes have failed at delivering the item, fail at delivering customer service, failed at responding in a timely manner, failed at communication with me and between themselves and have basically told me today that now its delivered they are washing their hand of the matter. MyHermes. I wouldn't wish you or your service on my worst enemy. My Hermes - Makes delivery hell”

Helpful Report

Posted 10 years ago

“I paid Myhermes to deliver a parcel to Luton airport duty free shop of a returned damaged purchase with an insured value of £100. They did not deliver the parcel ! They did not provide any proof of attempted delivery They then supposedly destroyed my parcel but again have supplied me with no proof to substantiate all of these claims and there customer services are uninterested in the losses I've incurred. Overall I've lost over £100.00 and been treated in a very disinterested fashion by all staff I've communicated with at customer service! YOU STATE THAT I DID NOT RESPOND TO AN EMAIL THAT I DID NOT RECEIVE, I WAS OUT OF THE COUNTRY AND DID NOT RETURN TILL THE 28th OF SEPTEMBER ! YOU ALSO STATE THAT I WAS IN BREACH OF CONTRACT FOR NOT REPLYING TO THE EMAIL BUT MYHERMES HAD ALREADY BREACHED THIS CONTRACT BY FAILING TO MEET THE TERMS OF THE AGREEMENT I ENTERED INTO AT THE TIME OF PURCHASE THIS CONSTITUTES AN ESSENTIAL PART OF THE CONTRACT AND TO DATE THIS HAS NOT BEEN MET. I was also informed by myhermes customer service advisor Sarah (ext 2809) that deliverys to airports cost your couriers parking charges and as they only get paid 50p to deliver the parcel for these reasons they mark the delivery as refused this would also contribute as neglect on your part and would explain why you continue to be unable to supply evidence of attempted deliveries ! You have a duty of care over the property contained in this parcel, I insured this parcel to the value of £100 and informed you that it contained a watch. 8545583251058081”

Helpful Report

Posted 10 years ago

“There is simply NOTHING good to say about this company. myHermes [Hermes, hermes-UK Hermese-Europe or whatever they deide to call themselves this week] are unreliable and unethical, and their drivers are rude, sloppy, indifferent and unprofessional. In four years I have never had a delivery from them that has gone without a hitch. I long ago stopped booking them myself and encourage wherever possible people and companies dispatching to me to use another service. My last delivery [from a company and not of my choosing] ended in a stand-up row outside my front door. That company has now been informed that they have lost me as a customer as long as they continue to offer nothing but a Hermes delivery service. This policy is being applied to everyone who declares Hermes to be their courier of choice, or who sends via HErmes without informing me. I am likewise encouraging all my professional peers, friends, family and neighbours to similarly boycott this mess of a company. If they refuse to sort out their issues voluntarily, then the loss of corporate and individial clients may force them to, one way or another. Hermes' local depots are impenetrable They offer no addresses and NEVER answer the phone [if you can even find a number!]. You will waste a fortune listening to the muzak on their automated system before you get bored or run out of time/credit/will to live and finally hang up. If you do get through their customer services do nothing but ignore or obfuscate. Their online complaints are even worse. Endless dead end cut and paste responses from anonymous cubical monkeys that are, in all probability, an automated response system with no actual humans involved. Every email is a generated response from an automated system. The wordings are identical and the terminology completely generalised. There are never specific responses to specific issues. My long term row with Carole Woodhead their CEO is going nowhere because she keeps ducking the issues and does not have the courtesy or the spine to engage, choosing instead to hide behind a subordinate who blocks and covers for her. She is as big a swindle as her company. Any reputable firm, any respectable CEO, would do more than run and hide, but that is all you will ever get from every level of Hermes. Several of my local stores have ceased operating as Hermes collection points precisely because the company is so poor in all that they do, missing collections and deliveries, losing records, failing at every level. For any small local business to turn away from any source of revenue is a big deal. That speaks volumes. There is far more to operating a company than just a bottom line, but Hermes have not grasped that. They are the Ratners of courier companies. I would rather pay the extra pound or two for a Royal Mail service I KNOW will be delivered properly and on time. A Mediterranean grandmother with a donkey would be far more reliable and conscientious, and would probably beat Hermes on price too. If you care at all about the things you are sending or having delivered then spend the tiny amount extra and for Heaven's sake engage a company who will take care of your packages and their service. Hermes are not now and never will be that company. A risible shambles run by arrogant uncaring directors and staffed by unethical, ignorant, rude people. They are irresponsible cowards running a hoard of incompetent baboons. No quality, no manners and no service.”

Helpful Report

Posted 10 years ago

“Having sent an international parcel to France, Hermes not only managed to loose it, but have then proved completely elusive in refunding the insured element of that parcel. Their own driver picked up the parcel, and all the stages its been through on the way to Paris are shown on their system (and visible to me !) Unfortunately the customer relations team appear unable to cope with these type of issues - I've had emails sent to me enclosing return addresses that are no longer operational, emails promising responses in 48 hours (nothing 2 weeks later..), and a general bounce around between an international team, a uk team etc.. Getting on for 3 weeks later, and I have complete radio silence from them. So not only have they lost the parcel, they've led me on a grand run around to try and get the insurance refund due. Completely unacceptable - I'd suggest avoiding myHermes at all costs for international usage since the operation is clearly unable to deliver. Yes its cheap, but the risks you're taking using an organisation clearly not geared up for this, are simply too high.”

Helpful Report

Posted 10 years ago

“Unreliable and terrible customer service. Avoid!”

Helpful Report

Posted 10 years ago

“The worst experience ever. Will never use again! I lost a month dealing with this sh#*&y company. Absolute nonsense! I can't even bother getting into more details ... If you see most of their positive feedback is for members of the staff that have helped with some minor issues but nothing really positive about the company. Read all the negative reviews and you will get the real image of what a terrible experience is to deal with them when something gets wrong. You break your fingers in anger writing kilometres of live chat as there is no phone you can call. They communicate with the couriers again via e-mail and some weird chats ... I hope they bankrupt soon! There is no place for such companies on the market.”

Helpful Report

Posted 10 years ago

“Purchased items from a Facebook seller, which were sent via MyHermes. a week after the parcel should have arrived, I got a message from the seller letting me know that MyHermes had informed him that the parcel had had to be destroyed by them. I checked up and according to their website they only destroy parcels which would be hazardous to their staff. My parcel was board games. I hate to think what they did to the parcel to make a bit of cardboard hazardous! I now avoid any companies or sellers who use MyHermes.”

Helpful Report

Posted 11 years ago

“GOODS STOLEN by Birmingham depot mafia, they were lying about delivery attempts so that they would have more time to sell goods on over the weekend. What next? Police?”

Helpful Report

Posted 11 years ago

“On the 13th February 2015, I booked in a delivery of some very important documents. MyHermes have since lost this delivery. It has been 12 days since the booking and nobody thought to ring me to tell me that this booking was lost. I booked this delivery through a third party and I would urge anyone NOT to do this as all it means is that Hermes can worm their way out of the situation. All they will say on the phone is 'You need to speak to Interparcel' over and over on repeat, no matter what you say. It's a horrible situation to be in - with these documents missing out there somewhere and Hermes not caring one bit. For all I know, Hermes could have stolen the documents and sold them on to an outside party. Or the driver could have stolen them. At the moment, I am not giving them the benefit of the doubt as they have been so incredibly unhelpful. They don't care about your things. I urge you NOT to use Hermes for anything. I have had to contact the police, and this is all I can do - whether that will prompt Hermes to look for the 'lost' package, I don't know, but I imagine it won't as they are too busy taking money off people to care about existing customers. Hermes are no good.”

Helpful Report

Posted 11 years ago

“The item was stolen in transit and the parcel arrived empty. Hermes themselves were extremely unhelpful and did not want to provide even their Edinburgh depot's telephone number, let alone the address. I managed to find the latter online and post it on their Facebook page, but I had to dig through government archives for that. Very sketchy, very poor service, very unreliable people. I will actively avoid any company or seller dealing with them.”

Helpful Report

Posted 12 years ago

Myhermes is rated 1.2 based on 7,030 reviews