Customers left fuming after Hermes ‘loses’ 30,000 parcels after scanning machine misread postcode
AROUND 30,000 parcels were “lost” by delivery firm Hermes when a scanning machine misread postcodes. Customers were left fuming after items failed to arrive, having been directed to the wrong addresses. It was more than two days before Hermes pinpointed the problem and fixed it and recalled all the parcels. But thousands of eBay traders […]
AROUND 30,000 parcels were “lost” by delivery firm Hermes when a scanning machine misread postcodes.
Customers were left fuming after items failed to arrive, having been directed to the wrong addresses.
It was more than two days before Hermes pinpointed the problem and fixed it and recalled all the parcels.
But thousands of eBay traders were left facing demands for refunds from angry customers.
Roger Brown, 50, called it a “complete cock-up” after he sold a £70 watch online and paid £4 for Hermes delivery. It failed to arrive after two weeks.
The retired council worker, of Truro, Cornwall, said: “A lady at customer services told me the central hub misdirected parcels because it misread postcodes.
“She said it happened around May 28 and they’re hoping the parcels might come back. To me, this isn’t a satisfactory answer.”
Roger said the employee admitted she had 34 calls about missing parcels in the space of an hour.
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He said: “They told me even though it was lost they won’t pay for the full amount of the item lost. This is a mass failure of duty of care.”
Hermes said the error affected labels printed between May 29 and June 1. It was later fixed.
A spokeswoman said: “We apologise. The vast majority of parcels have now been successfully delivered.”
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