Hermes UK has assured a Member of the Scottish Parliament that it is planning changes after a major backlog of parcels at its Inverness depot led to many delays in delivery and a large number of losses.
Moray MSP Richard Lochhead met with Hermes UK to demand changes and to ensure that such issues will not be repeated during future Christmas periods.
The delivery company blamed the impact of the pandemic on staffing levels, on the problems it had with getting parcels from the depot to customers. This issue affected a large tract of Northern Scotland.
Lochhead said: “Given the rise in online shopping since the onset of the pandemic, it is important that courier companies like Hermes are making sure that rural areas like Moray – which are more dependent on online shopping than more urban areas – are able to receive their parcels in a timely manner.
“Assurances were given to me that changes are already in the pipeline for the coming months, with new channels of communication for customers to chase up and report issues with parcels and a much clearer tracking system.”
Local media reported that customers were unable to find out when their parcels would arrive amidst the crisis at the depot, and were also unable to make direct contact with the depot to find out what was going on. Many customers said that their parcels didn’t arrive at all.
Speaking to the media, some households asked Hermes UK to stop delivering parcels to the depot while the backlog was addressed.
Hermes UK apologised to the MSP. It has been contacted for public comment by local media outlets but none have been forthcoming.