Damaged in transit!

theonlywayisup

I have an account manager with Hermes but he seems to work the most part-time hours anyone can ever work - I rely on Twitter. They usually get back within 24 hours.

As for the buyer, I would let sleeping dogs lie. Wait until you hear. No point poking that dog if it's asleep.

mrcol1000

Agree with the above, do nothing till the buyer gets in touch. It may have been delivered in perfect condition with the buyer happy with their purchase. Contacting them about damage and lost parcels is asking for trouble.

I have never had a problem that I can not sort out through sending a message through My Hermes website. It takes a couple of days for them to respond but we get there in the end.

southerly

I have had a couple of items damaged where the box was crushed, they were delivered to the buyer.

moonpenny

Just an update on my original post.

Hermes have informed me that item is "lost in the system" and in next sentence say the item is damaged and will be destroyed.
The buyer messaged to say item not arrived so I have now started a claim.

There is no explanation from Hermes to say how item was damaged and what is the point of having "sender's" return address if they don't bother returning item.

NBLondon

Well that sounds like Hermes's insurance should be reimbursing moonpenny for the item, the cost of couriering and damage to her reputation! Though it might take a threat of legal action to get it.

theonlywayisup

moonpenny wrote: »

Just an update on my original post.

Hermes have informed me that item is "lost in the system" and in next sentence say the item is damaged and will be destroyed.
The buyer messaged to say item not arrived so I have now started a claim.

There is no explanation from Hermes to say how item was damaged and what is the point of having "sender's" return address if they don't bother returning item.

Without knowing the damage you can't assess whether it would be possible to return it (broken glass etc) or even if it would be worthwhile. Hermes still have to pay their courier for returning it, it's cheaper for them to reimburse you and not pay any of their drivers to do anything further.

NBLondon wrote: »

Well that sounds like Hermes's insurance should be reimbursing moonpenny for the item, the cost of couriering and damage to her reputation! Though it might take a threat of legal action to get it.

Moonpenny won't need legal action, claiming from Hermes is simple and she/he will get back the item amount and the postage she/he paid. There is no damage to reputation and certainly no cause for any payment in respect of that.

martindow

Won't it depend on the nature of the item that was sent? If it is damaged and is glass or something else that is excluded from compensation I'd be surprised if they paid out.

theonlywayisup

martindow wrote: »

Won't it depend on the nature of the item that was sent? If it is damaged and is glass or something else that is excluded from compensation I'd be surprised if they paid out.

Yes of course, but I am taking that as obvious and understood.

Note to self; some people need it spelled out at each and every point.

GabbaGabbaHey

mrcol1000 wrote: »

Customers would rather have cheap or free postage than paying for a more expensive courier. I offer Royal Mail for an extra 50p and UPS for an extra £4 but its only one customer in a hundred who will pay the extra.

Why would any buyer pay extra for Royal Mail or UPS, when it's entirely the seller's responsibly to get the item safely to the buyer?

martindow

theonlywayisup wrote: »

Yes of course, but I am taking that as obvious and understood.

Note to self; some people need it spelled out at each and every point.

I only commented as you specifically mentioned glass in your post no 17.