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'30,000' Hermes parcels go missing due to scanning error

20 Jun 2020, 15:26

https://www.standard.co.uk/news/uk/herm ... 74976.html

Customers left in limbo after delivery firm fails to send thousands of items to the correct locations


Shoppers have been left furious after delivery firm Hermes reportedly lost 30,000 parcels when a scanning machine misread postcodes.

Customers were in limbo after thousands of items failed to arrive, having been directed to the wrong addresses, the Sun reported on Saturday.

The paper claimed it then took more than two days for Hermes to pinpoint the problem, fix it and recall all the parcels.

Hermes said the error affected labels printed between May 29 and June 1, the Sun reported.

A spokesperson for the firm told the Standard: "We can confirm that the technical issue that caused some problems with labelling has now been rectified. We apologise to anyone affected."

But thousands of eBay traders - and users of Hermes services - were facing demands for refunds from customers over the issue, according to the Sun.

Roger Brown, 50, said he sold a £70 watch online and paid £4 for Hermes delivery, but the item failed to arrive after two weeks.

Mr Brown, a retired council worker from Truro, Cornwall, told the Sun: “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.”

Mr Brown also said the employee admitted she had 34 calls about missing parcels in the space of an hour.

He added: “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.”

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