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A frustrated resident says she is not satisfied with the response by a delivery company to her lost parcel.
Diane Warner, of Holme, sent £93-worth of goods to her isolating son in Southampton in November — but it never arrived.
Diane was given a tracking number and it has not been seen since because the Hermes driver didn’t have a scanner. Parcel was going to her son who is shielding and who she hasn’t seen for a year. (43555900)
Hermes has paid her for the missing items, but Diane said she was not happy with the level of service.
“The gesture of goodwill does not recompense me for the upset, loss of personalised gifts nor time taken in my attempt to gain redress,” she said.
“I will have to buy all of the gifts again, and send via a different carrier.
“I am appalled that they are allowed to carry on as a parcel delivery service at all.
“It appears that only Royal Mail is regulated by Ofcom.”
Diane said she had been told sweep drivers pick up as many parcels as possible from drop-off points and take them to a depot, where they are scanned.
“I intend to make a case against them, pushing for them to be regulated, or at least investigated,” said Diane.
“Regulation will not remedy some of the appalling practices I have heard about, though. I will never use them again.”
A spokesman for Hermes said: “We have been in contact with Ms Warner to apologise for the inconvenience and offer her a full refund as a gesture of goodwill.
“We would however like to remind people that certain items should not be sent through our network and others are excluded from additional cover and sent at the customer’s own risk.
“The list of prohibited and excluded items can be found at the point of purchase.”
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