Problem with Hermes Delivery Services

Flyboy152

lodatta wrote: »

flyboy152, I don't know if you read my first post, but I have been dealing directly with the retailer.... The form on which I provided my number was for Hermes, it included any instructions and other information that the courier should be aware of, so I would assume this would be passed on to Hermes....

Don't assume anything, there is guarantee that the information was passed to Hermes or that Hermes passed that to the courier.

Yes it's possible the item was delivered to the wrong address, but I live in a huge 'named' building so it would be difficult to mistake my address for a house,

Again, don't assume that your building is unique. It could be that there is a house nearby with the same or very similar name. You might live in a block called Acacia House and there is a house next door called Acacia Farm House. It doesn't even have to be a mistake about the address. It is possible that the courier just mixed it up with the wrong delivery and was delivered to the address before you.

It is also possible that the courier was unable to find the building and miscoded their handset to show it delivered to a safe place.

and it was marked as having been 'securely delivered', so this not mean someone would have had to sign for it?

No, it means it has been delivered to a safe place.

The retailer has had no response from Hermes on the matter, and yes I have been dealing directly with them, I only tried to contact Hermes myself when nothing more was being done on the retailer's part.

That is what the retailer is telling you. First rule in customer service; blame someone else.

With all of that said it may just be lost, or the courier is a lazy git and didn't bother at all. All I am doing is giving alternatives to consider, before people start going all out to blame the courier.

noddle

I send Lemax Village Collection that are made from porcelain and one of the items was broken when recieved (as they are fully padded). All Hermes would offer is to refund the postage and not the price of the item.

Is there anywhere else I can send my items that will except insurance on porcelain?

Flyboy152

noddle wrote: »

I send Lemax Village Collection that are made from porcelain and one of the items was broken when recieved (as they are fully padded). All Hermes would offer is to refund the postage and not the price of the item.

Is there anywhere else I can send my items that will except insurance on porcelain?

Yes; Hermes.

If wanted the insured service, like any other carrier, you could have paid extra.

noddle

Flyboy152 wrote: »

Yes; Hermes.

If wanted the insured service, like any other carrier, you could have paid extra.

You already have compensation up to 25 - no charge (as thats all I need) but when I spoke to them they said they dont give this if the item is made of porcelain.

Flyboy152

noddle wrote: »

You already have compensation up to 25 - no charge (as thats all I need) but when I spoke to them they said they dont give this if the item is made of porcelain.

Hmmm....Have you checked their terms and conditions? If ths is not specified, whether implied or expressed, I would say they are talking out of their bottoms.

Flyboy152

I have just a had a read of Myhermes terms and conditions and they say nothing about the fragility of goods being exempt from compensation.

noddle

Flyboy152 wrote: »

I have just a had a read of Myhermes terms and conditions and they say nothing about the fragility of goods being exempt from compensation.

If you have a look here it shows alot of items that are excludded.

Goods Excluded from Parcel Delivery Compensation

Please be aware that the following goods are excluded from compensation.

• Antiques (objects over 100 years old)
• Any dangerous, hazardous or prohibited goods (as detailed in our Prohibited Goods section)
• Articles made largely or wholly of gold, silver or other precious metals
• Ceramics or composites wholly or partially made of china and/or porcelain*
• Compensation will not be paid for delay if multiple items have been strapped together
• Diamonds and other precious stones
• Eggs in the event of damage
• Food items (Perishable) All areas
• Fossils, stones, or stoneware*
• Furniture (Unless flat packed)
• Glassware* - items partially or wholly made of glass or containing glass, e.g. picture frames that contain glass, Mirrored items, Crystal or any item containing these materials
• Human and animal remains including ashes
• Jewellery (except imitation)
• Laptops, Monitors, or computer equipment
• Marble or any stone derivative
• Money bankers' drafts, current bank notes, currency notes or coins, credit cards, debit cards, uncrossed postal orders which do not state to whom they are to be paid, cheques or dividend warrants which are uncrossed and made payable to the bearer, bearer securities including share warrants, scripts or subscription certificates, bonds or relative coupons; un-franked postage or revenue stamps (except a revenue stamp embossed or impressed on an instrument which has been executed), coupons, vouchers, tokens, stamps, lottery tickets, scratch cards or similar items which can be exchanged by themselves or with any other item for money or goods or services, national insurance stamps, all tickets including travel and events
• Musical instrument hard cases and suitcases when used as external packaging
• Musical instruments will only be covered up to £100 of compensation for loss or damage
• Negotiable documents
• Perishable goods
• Plants, Seeds, Flowers, and Plant derivatives
• Real fur
• Resin* items, Amber and composites
• Restricted goods, where the instructions have not been heeded
• SIM cards
• Stamps
• Televisions, Plasma & TFT Screens and Monitors
• Watches
• White Goods -fridges, ovens- (also known as range, stove, cooking plate, or cooker top), dishwasher, Washing Machine etc.)

noddle

Here is a picture of the damaged goods as their is a dent in the corner of the box that broke the bottom right of the house:

Flyboy152

Aah, then I am sorry, it appears you are up the creek without a paddle.

swabaxter

In the United Kingdom the only company with good infrastructure for delivery to people's homes is Royal Mail. They have been in the business
a long time and sometimes perform miracles and rarely make errors.

If you look at the major courier companies they have one or two depots covering a huge geographic area where as Royal Mail have an office in most towns and a number in each city.

If anything is being sent out always obtain the tracking number and check it online - that way you know when and where the item is and can plan for its delivery.