I judge companies on a basic competence at what they do and also how they resolve things when they inevitably go wrong. When MyHermes are working as prescribed, they're an efficient (if a little slow) courier. When things get derailed, they have an an incredibly poor and convoluted means of handling claims that seems almost obstructive.

Case in point:
- I had to Google their Call Centre number (0330 333 6556) because it wasn't immediately obvious. After getting through, I was directed to make a claim online. (Example 1 - Waste of time)
- If you want to track an online claim, you have to hunt through their website 'sitemap' to find 'Your Help & Support' - not clearly signposted. (Example 2 - Waste of time)
- The 'Live Chat' has been largely useless and operated by people with no real power to handle anything other than general enquiries and have to assign your query to a different department. (Example 3 - Waste of time)

So, what is the Claims Process?
Once you submit a claim, you then have to wait for the Support Team to send you a link to a Claim Form. After submitting this you then have to wait 14 days for a resolution. This seems reasonable - I'm happy to wait.

However, my claim from 15th Dec 2016 is still ongoing. It was for a 'signature required' parcel that was not signed for. The recipient didn't even receive a card to notify them that a delivery had been attempted! The item was tossed over a garden gate, that damaged the box, and left in the rain for days. The sodden item was only discovered by accident! The damage had been done - heavy rain rendered the item unusable as a direct result of a MyHermes representative.

Aside from the contemptibly slapdash attitude of the delivering courier, the biggest problem seems to be the competence of the people addressing the claims. For example, MyHermes initial response was a copy/paste of a template document referencing a delivery/claim that wasn't even mine! In addition to this, SIX separate claims have now been opened and closed by the MyHermes Support Team, effectively obscuring my original claim. Bewildering.

This is for a £25 pair of headphones, packaged according to their guidelines and with substantial proof (listing number, before/after photos, etc.). God forbid you use them for an item that is of any real value!

EDIT: Thank you, MyHermes Social Media Team - I really appreciate your time and for resolving this issue. On this basis, I'll continue to use your services.

Rating updated to reflect resolved issue.