Ben H.

Quick and easy ordering with exceptionally fast shipping! Recommended.

...and wow - what a fantastic experience! We dealt with Mike Crompton (and his PA Hayley), who were really helpful, professional and above all, patient with us - we couldn't have asked for a better first leasing experience. The entire process from first contact to handover was incredibly straightforward and painless. And if a query arose, Mike was always happy to clarify things and keep the ball rolling. HIGHLY recommended. We'll be using E-Car for our next lease.

I'm staggered that a courier would go through the effort of moving a parcel the length of the country so quickly, but when the delivery driver approaches my door to insert a card, wouldn't ring the doorbell? Could it be because it's a video doorbell and they don't want to have their face on a security camera? Can't be that, surely? (Maybe he doesn't realise that most doorbell cameras actually capture video when motion is detected in front of a door?) Who knows? What I do know is that most humans can't hear a knock on a porch door when they're getting 2 kids ready for school on the other side of the house! Now a really important personal delivery has been delayed by 4 days. Thanks for wasting my time, DX.

Oh, and don't bother with trying to chat to a person on the phone or live chat. Use email - I contacted ‘social at dxdelivery dot com’

Lorraine at DX was very responsive and deserves credit.

Great products, priced well and with a knowledgeable sales team. Quick delivery and superb after sales too - Brilliant!

HJR Products produce some nicely-designed and manufactured products RUINED by abysmal customer care. The item sent to me was unfortunately damaged on arrival and it took numerous contact attempts to get HJR to accept a return.

5 emails were ignored over a 7 day period and took a chargeback threat to even get a response and the return accepted. After this, the refund was only partial. I was not only expected to pay for the tracked return but also had to cover the cost of the initial courier, even though the return was because of something outside my control (a damaged-on-receipt item).

I find that the integrity of a company is defined by how they handle customer care issues. If this is how HJR Products handle a simple return by expecting customers to cover costs of snags outside their control, who knows what outcome would result from a more serious problem?

Save your time (and money) - avoid HJR Products.

Great product at a really competitive price delivered super quickly. What more could you want? Amazing experience.

Regardless of the '.co.uk' website, the items are dispatched from Germany. This isn't a problem because delivery was lightning-fast. I also received an update once the item was shipped and instructions for what happens next. Great! So why only 4 stars? I've reduced my rating by 1 star because it isn't immediately obvious that a shipping number has been provided (in the invoice or on the 'My Orders' page of their site) and I had to use Google Translate for my correspondence with them because all contact was in German. This isn't a problem in real terms, just a minor inconvenience.

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.