MyHermes Lost Parcel and Refusal to Refund Me!

P4TTL

Hi All

Not sure what else i can do so thought i would raise a thread here out of pure frustration

I ordered a pair of trainers from JD sports over a month ago now the delivery came but they were too small so i logged on Hermes and paid the £2.50 to get them sent back, they arrived in the Hermes central Hub on the 5th of september and haven't moved since (lost/stolen?) now since then i have had near 25 phone calls, 2 complaints emails, 3 online chats and now a claims form being rejected by them.

every single phone call led them to tell me to ring JD so i would ring JD and JD would say to ring Hermes and get a claim form as i am no longer the customer and i have paid Hermes to deliver a parcel to JD (who are now the new customer) so therefore JD won't refund me and Hermes will have too.

it's beyond a joke, after 22 phone calls a customer service assistant at Hermes told me she was sorry and i had been mis advised by everyone at Hermes and they are the ones to deal with it then she sent me the claims form but now it's being rejected.

i'm at work atm and a few of my colleagues are saying to take it through the small claims court because obviously Hermes have to refund me why would JD refund me?

i don't know what to do but need my £80 back....:mad:

theonlywayisup

Are you sure you booked with Hermes, I don't know what service covers an £80 item for £2.50.

P4TTL

100% sure, i have the email confirmation sent to me when it was booked

soolin

theonlywayisup wrote: »

Are you sure you booked with Hermes, I don't know what service covers an £80 item for £2.50.

MyHermes is the personal/small business use courier and their minimum charge (which has been the same for a couple of years now) is £2.78, that is currently for a parcel up to 1kg and insured up to £25.

Some parcel resellers do sometimes manage to offer MyHermes for slightly less, but you then have to deal with them as they are your agents, not myHermes. Companies like Parcels2go don't however offer any compensation at all.

You need to check exactly who you booked with and if it is MyHermes and you just have the cost wrong- then try contacting them on social media like Facebook.

theonlywayisup

P4TTL wrote: »

100% sure, i have the email confirmation sent to me when it was booked

Did you book via an agent? If so, even if it is a Hermes parcel, you won't be able to claim via them the claim needs to be via the agent.

P4TTL

i'm currently at work atm, when i get back home i will print screen the e-mail and post it here. are you saying JD should be the ones to sort out the refund? as they are continuing to send me to Hermes every time i ring them they're blaming each other.

i also have 3 e-mails from Hermes telling me that Hermes are the ones to sort out the problem and refund me i'm so confused....

theonlywayisup

P4TTL wrote: »

i'm currently at work atm, when i get back home i will print screen the e-mail and post it here. are you saying JD should be the ones to sort out the refund? as they are continuing to send me to Hermes every time i ring them they're blaming each other.

i also have 3 e-mails from Hermes telling me that Hermes are the ones to sort out the problem and refund me i'm so confused....

It depends who booked which carrier via which agent (if one was used).

If you paid £2.50 you didn't book through MyHermes direct yourself. Until we know who contracted which carrier it is difficult to advise you where to go now.

Ultimately if you cancelled your order correctly you can ask for a refund if you can show evidence you returned them (you don't have to show delivery).

http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Your right to a refund
You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.

tomtontom

http://www.jdsports.co.uk/lib/cs/faqs.html?brand=JD%20Sports&action=topic&tax=JD%20Sports%20Taxonomy&topic=9c1bdbe1-b85e-4ff5-af02-18954727b07e

The reduced price is an agreement between JD and Hermes. I've not read further but it does raise an interesting question as to who the contract is between.

theonlywayisup

tomtontom wrote: »

http://www.jdsports.co.uk/lib/cs/faqs.html?brand=JD%20Sports&action=topic&tax=JD%20Sports%20Taxonomy&topic=9c1bdbe1-b85e-4ff5-af02-18954727b07e

The reduced price is an agreement between JD and Hermes. I've not read further but it does raise an interesting question as to who the contract is between.

Thanks, that link took me to their main help page but I did find the info.

Having had a look at their site, I can't see a downloadable cancellation form and a couple of things they stipulate are unlawful in terms of a return/cancellation policy, therefore the OP should fight it direct with JD using legislation rather than bothering with Hermes anymore.

Edit - I did complete a form as if I were returning something and it does say:

* Paid for Returns Service: If you are purchasing a returns delivery service from Hermes, Hermes will only compensate you for lost or damaged parcels up to £50+ per parcel.

In theory the OP can claim from Hermes, but as the value is only covered to £50, I would stick with my comments above and pursue JD under CCR.

P4TTL

obviously i would like all my money back but neither of them are telling me what to actually do, i've filled out a claim form which has now been rejected by Hermes and telling me to go back to JD. i'm fed up with it tbh.

here's the two emails JD forwarded me that they received from Hermes

1st one:

Good afternoon Removed

Regarding parcel number: Removed

Thank you for contacting us at Hermes.

Hermes should of been dealing with this enquiry directly with your customer. Our advisor should not of advised your customer to go back to yourselves. If your customer could confirm when they contacted Hermes and a rough time we can pass onto the advisor's manager for investigation (this will be dealt with internally).

I can see from our systems that this parcel was collected, but unfortunately is presumed missing within our network.

We apologise for the inconvenience and the frustration this has caused you and your customer and I thank you for your patience in this matter.

Kind regards,

Laura Wood.
Complaints and Escalations Team.

2nd one:

Good Afternoon Thank you for contacting Hermes regarding parcel number 3481807978068481. I am sorry for the confusion with which this enquiry has been dealt. I have been advised that we need to allow 14 working days from the final tracking point (05/09/15) before we can consider this parcel to be lost in transit. If the customers parcel has still not reached you by 24/09/45, please ask the customer to contact us and we will be happy to provide them with a claim form. I am sorry for any inconvenience this may have caused. Please let us know if there is anything else we can help you with. Kind regards, Mark Lewis Hermes Customer Service Advisor

!!!!!! do i do now.................:mad:

theonlywayisup

You to JD and quote CCR in my post. All you need to do is provide proof you have cancelled correctly along with evidence to show the it has been dispatched to them. If you have that, give it to them along with a link to thto CCR.