I’ve been using my laptop for the past few weeks as my main PC has been out of action – my SSD died and I sent it back to eBuyer for replacement. Unfortunately, as eBuyer refused to manager the collection themselves, I decided to use MyHermes for picking up the hard disk.
What a bunch of cowboys. They picked up the hard disk ok, but then somehow lost it. When I asked them what had happened to it, I got the following response two days later..
The courier is not sure if she sent the item back as she goes there everyday to deliver, can you check with the company.
Could you please give us a description of the packaging in case it has been lost so we can investigate?
What a bizarre response, the upshot of which seemed to be: –
We don’t know what happened to the package – can you please chase it up yourself?
We don’t know what the package is – what does it look like?
A jiffy bag just like hundreds of others, I imagine.
I should point out, that when chasing up what happened to the package, EVERY SINGLE EMAIL (including the response to the one above) took at least two days.
Eventually they gave me a claim form to fill in, in which it says it takes 28 working days to actually process my claim – that’s six weeks! I did it, then found out a week or so later after chasing them up that they’d “lost” the form – so I’d have to start the whole claim process again.
It’s taken me loads of back-and-forward phone calls with them, including staff hanging up on me because I dared to ask their name, missed return phone calls and general incompetence in order to get the agreed value for the package back.
But despite everything that happened above, they don’t think I’m entitled to any form of compensation whatsoever for the poor service. I guess that must mean that this is normal behaviour for them.
Needless to say – DON’T use them as couriers for any items that you consider valuable etc. – they don’t have a clue.