Hermes - incorrectly charging for extra parcel weight that doesn't exist

[stjohns24]

I send many eBay parcels via Hermes and I know to check weights and measurements carefully. Yesterday I received various emails saying that I hadn't paid enough postage for four of my parcels (they have since all been delivered).

This is utter nonsense and totally incorrect in each case. To give you one example, an item that weighs 30 grams and was posted in the <1kg weight category, according to the email from Hermes, the parcel weighed 2kg !! The customer kindly weighted the parcel on recept, and the unopened parcel weighed less than 100 grams.

So far, I have spent over an hour on the phone trying to speak to someone at Hermes on various occasions. Once, after I finally got through, I was cut off. I tried to speak to a customer service representative using live chat, but couldn't get past the automated assistant.

Two of my customers have kindly been able to send me photos of their parcel sitting on scales, and these photos confirm the weight paid for was correct.

I believe this amounts of fraud on the part of Hermes - i.e. incorrectly charging for extra parcel weight that doesn't exist.

In future, it looks as though I will have to photograph everything on scales as evidence... or perhaps find a better supplier.

I have emailed Hermes Customer Services plus their CEO Martijn deLange (Martijn.deLange@hermes-europe.co.uk), but to-date I have not received a response.

UPDATE - I AM 'PLEASED' TO SAY THAT HERMES HAVE NOW CANCELLED THE CHARGES AND APOLOGISED.