My rights - Hermes have lost my parcel

liz.scott177

Long story by I needed to send my son's (huge) car seat back to Maxi Coi for repiar. Given the size I looked at verious companies and decided to use Hermes to deliver it to the company for repair.
All was good - the courier picked it up as arranged but four days later I was unable to track the parcel.
I chased this up with Hermes last week who informed me that they'd lost my parcel. Obviously all the insincere apologies flowed but this stil left me out of pocket, with no car seat and feeling very annoyed.

Luckily I'd opted for up to £250 compensation (the seat was bought for £170, but now costs £190 to replace).

I was told I could submit a claim form which will take 28 days to process (this itself has varied between just 28 days and 28 working days) and then they would give me a decision. I've also asked them to cover the cost of the phone call and to refund my delivery costs.

What exactly am I entitled to?
On the claim form I said the seat was bought for £170 in Mothercare but is now £190 in the new catalogue - are they obliged to gie me £190 for a like-for-like replacement (I don't want to be more out of pocket through their fault)?
I also added on the full cost of the delivery (well have they failed to uphold their end of the conrtact?)
My call to them cost me £2.50 so can I ask for that too?
Also, should I have to wait the 28 dyas if they've sent me an e-mail saying it is lost?

Personally, I don't see why I should be out of pocket at all when they have accepted responsibility.

AVOID HERMES

pararct

I have a potential claim with Hermes looming (damaged on delivery) and will be interested in how you are getting on. Only at the first stage not completed the forms yet!

aheaton46

I suspect this mostly depends on the terms and conditions of the carriage/insurance. What do they say?

CoolHotCold

I think the Op is being a bit unreasonable.
Hermes could of said the item is in transit and will launch a investigation after the X time as per the T&C. The fact they have taken responsibility and admitted their mistake
This is from their T&C

How much compensation is offered?
We offer standard compensation to a maximum of £25, including the cost of delivery. You can however pay extra for enhanced compensation. Where the cost of any parcel exceeds the compensation level selected, we will only pay up to the compensation level (e.g. parcel value £40, but £25 selected - £25 compensation paid including the cost of delivery).

So it seems they will pay the compensation level (£250) and the cost of delivery is included in this, but I might be wrong.

How long will it take to process my claim?
We aim to complete all claims within 4 weeks from receipt. We will keep you informed during the process.

So 4 weeks but the aim to do it, not guarenteed

See Here Part 10 and 11

wealdroam

OP, you have told us you were sending the thing back for repair.

It cost £170 when new.
Yours was broken wasn't it?
What is the value of a broken car seat?

tomwakefield

wealdroam wrote: »

OP, you have told us you were sending the thing back for repair.

It cost £170 when new.
Yours was broken wasn't it?
What is the value of a broken car seat?

I'd make a case for the value being the value of seat if it wasn't broken, less the cost of the repair (as far as the owner is concerned)

kgldsun

A parcel sent via Hermes from an ebay sale went missing back in December. Numerous EMails and telephone calls later, all with promises to respond within 48 hours have resulted in nothing!!! Today I really let rip and demanded my compensation..........for what it was worth! Do people realise that the compensation level you choose is irrelevant? They check what you sold the item for, and refund ONLY that amount! Not what the item is worth. The delay they claim is from the weather, Ha laughable!
I would never use them again. Diabolical.

George_Michael

Do people realise that the compensation level you choose is irrelevant? They check what you sold the item for, and refund ONLY that amount! Not what the item is worth

But the price that the item the sold for is what the item is worth, and if they refund that amount then you are no worse off financially than if it was delivered.

This is the same with any compensation or insurance. They will only pay the value of the item and not the maximum compensation available.

Royal mail Special delivery offers standard compensation of up to £500, but if you sell an item for £100 and it gets lost after being sent SD, they will pay you £100 as this is the value of the item.

sha1968

I used My Hermes for the first time to send 2 x 5 arm ceiling lights, they were packed up securely with FRAGILE on two sides of the box. They were collected and delivered - lovely - but when the receiver opened what looked like an undamaged box one an arm on one light was broken and the other light the arms were bent (also 2 of the glass shades were broken, which had been taken off and wrapped up).
When I rang My Hermes they told me that as there was glass in the box I couldn't claim! We were'nt worried about the shades, the could have been replaced, but they could have compensated for the ceiling lights. WON'T BE USING THEM AGAIN!

AirCooledHeaven

kgldsun wrote: »

A parcel sent via Hermes from an ebay sale went missing back in December. Numerous EMails and telephone calls later, all with promises to respond within 48 hours have resulted in nothing!!! Today I really let rip and demanded my compensation..........for what it was worth! Do people realise that the compensation level you choose is irrelevant? They check what you sold the item for, and refund ONLY that amount! Not what the item is worth. The delay they claim is from the weather, Ha laughable!
I would never use them again. Diabolical.

An item is worth what someone is willing to pay for it. Why would they refund you more than you sold it for?

AirCooledHeaven

sha1968 wrote: »

I used My Hermes for the first time to send 2 x 5 arm ceiling lights, they were packed up securely with FRAGILE on two sides of the box. They were collected and delivered - lovely - but when the receiver opened what looked like an undamaged box one an arm on one light was broken and the other light the arms were bent (also 2 of the glass shades were broken, which had been taken off and wrapped up).
When I rang My Hermes they told me that as there was glass in the box I couldn't claim! We were'nt worried about the shades, the could have been replaced, but they could have compensated for the ceiling lights. WON'T BE USING THEM AGAIN!

From the myhermes list of excluded items:

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