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Hermes getting away with theft
winther
Posts: 19 Forumite
In December I sold my 27” monitor on eBay and promptly dispatched to the buyer. After 10 days in the hands of Hermes it still showed as “with parcel shop” although the shop – Doddle in Canary Wharf - confirmed it was picked up the same day. They even called Hermes who confirmed this.
After a long wait on their chat I finally got through to someone confirming the parcel has been “deemed lost” in their depot. From the many complaints I’ve read, seems a lot of parcel go “lost” in the Hermes depot. I ask for the next steps and receive a claims form which has a link to non-compensation items – turns out monitors are one of these items. My claims form was rejected as they "don't compensate for monitors above 21 inch".
This makes sense from the point of view that these items are fragile and can break. Fine. But Hermes are solely responsible for the “loss” (theft) of my item. What they are saying is essentially that Hermes can get away with stealing monitors above 21 inch.
How easy it is to claim no responsibly for certain products and let their staff get away with theft. Absolutely disgusting – how this company is allowed to continue after the proven track record of “lost” parcels is beyond me.
They keep brushing me off using the non-compensation list argument - but does such a list really give them the right to get away with theft?!? I have never been robbed in my 42 years and now I'm expected to shut up and accept it. Not happening. Any idea what I can do as a start?
After a long wait on their chat I finally got through to someone confirming the parcel has been “deemed lost” in their depot. From the many complaints I’ve read, seems a lot of parcel go “lost” in the Hermes depot. I ask for the next steps and receive a claims form which has a link to non-compensation items – turns out monitors are one of these items. My claims form was rejected as they "don't compensate for monitors above 21 inch".
This makes sense from the point of view that these items are fragile and can break. Fine. But Hermes are solely responsible for the “loss” (theft) of my item. What they are saying is essentially that Hermes can get away with stealing monitors above 21 inch.
How easy it is to claim no responsibly for certain products and let their staff get away with theft. Absolutely disgusting – how this company is allowed to continue after the proven track record of “lost” parcels is beyond me.
They keep brushing me off using the non-compensation list argument - but does such a list really give them the right to get away with theft?!? I have never been robbed in my 42 years and now I'm expected to shut up and accept it. Not happening. Any idea what I can do as a start?
1
Comments
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It is your responsibility to ensure that any parcel you send has the appropriate level of cover in case it gets lost in transit.
This is obviously frustrating but you should have checked this before you chose Hermes1 -
In December I sold my 27” monitor on eBay and promptly dispatched to the buyer. After 10 days in the hands of Hermes it still showed as “with parcel shop” although the shop – Doddle in Canary Wharf - confirmed it was picked up the same day. They even called Hermes who confirmed this.
After a long wait on their chat I finally got through to someone confirming the parcel has been “deemed lost” in their depot. From the many complaints I’ve read, seems a lot of parcel go “lost” in the Hermes depot. I ask for the next steps and receive a claims form which has a link to non-compensation items – turns out monitors are one of these items. My claims form was rejected as they "don't compensate for monitors above 21 inch".
This makes sense from the point of view that these items are fragile and can break. Fine. But Hermes are solely responsible for the “loss” (theft) of my item. What they are saying is essentially that Hermes can get away with stealing monitors above 21 inch.
How easy it is to claim no responsibly for certain products and let their staff get away with theft. Absolutely disgusting – how this company is allowed to continue after the proven track record of “lost” parcels is beyond me.
They keep brushing me off using the non-compensation list argument - but does such a list really give them the right to get away with theft?!? I have never been robbed in my 42 years and now I'm expected to shut up and accept it. Not happening. Any idea what I can do as a start?
Look on the bright side. You still haven’t been robbed.1 -
In December I sold my 27” monitor on eBay and promptly dispatched to the buyer. After 10 days in the hands of Hermes it still showed as “with parcel shop” although the shop – Doddle in Canary Wharf - confirmed it was picked up the same day. They even called Hermes who confirmed this.
After a long wait on their chat I finally got through to someone confirming the parcel has been “deemed lost” in their depot. From the many complaints I’ve read, seems a lot of parcel go “lost” in the Hermes depot. I ask for the next steps and receive a claims form which has a link to non-compensation items – turns out monitors are one of these items. My claims form was rejected as they "don't compensate for monitors above 21 inch".
This makes sense from the point of view that these items are fragile and can break. Fine. But Hermes are solely responsible for the “loss” (theft) of my item. What they are saying is essentially that Hermes can get away with stealing monitors above 21 inch.
How easy it is to claim no responsibly for certain products and let their staff get away with theft. Absolutely disgusting – how this company is allowed to continue after the proven track record of “lost” parcels is beyond me.
They keep brushing me off using the non-compensation list argument - but does such a list really give them the right to get away with theft?!? I have never been robbed in my 42 years and now I'm expected to shut up and accept it. Not happening. Any idea what I can do as a start?
You are at fault, you should've read the T&Cs1 -
It is your responsibility to ensure that any parcel you send has the appropriate level of cover in case it gets lost in transit.
This is obviously frustrating but you should have checked this before you chose Hermes
I should have yes. But now I am in a situation where I have to deal with theft. Can a company legally make a list like this which lets them get away with stealing customer products? I honestly can't see a sensible answer to why a 21" monitor should be protected against theft and not a 27". This only makes sense in regards to damage during transport. Or?
I find it hard to believe that you have absolutely no rights after an incident where a well-established company steals from you. I even have their lies in writing after a chat where they claimed the item never left the parcel shop. What a surreal experience being in direct contact with people who admit theft, lie and brush you off.0 -
I should have yes. But now I am in a situation where I have to deal with theft. Can a company legally make a list like this which lets them get away with theft? I just find it hard to believe that you have absolutely no rights after an incident where a well-established company steals from you. I even have their lies on writing after a chat where they claimed the item never left the parcel shop. What a surreal experience being in direct contact with people who admit theft, lie and brush you off.
They've not really stolen it, its got lost in transit. I would take the emotion out of your complaint when you speak to Hermes
The person you are speaking to on live chat only has access to the item tracking information which will say it has not left the parcel shop. It is not lies for them to tell you this as that is what it says on the system they are looking at.
It seems like the person who collected the parcel did not scan it correctly so the tracking was never updated correctly. Therefore somewhere in the Hermes network is the lost parcel.
It is incredibly frustrating but you do need to make sure you have the appropriate level of cover against a parcel to cover situations like this.
Hopefully if you are lucky it may turn up later.1 -
I should have yes. But now I am in a situation where I have to deal with theft. Can a company legally make a list like this which lets them get away with stealing customer products? I honestly can't see a sensible answer to why a 21" monitor should be protected against theft and not a 27". This only makes sense in regards to damage during transport. Or?
I find it hard to believe that you have absolutely no rights after an incident where a well-established company steals from you. I even have their lies in writing after a chat where they claimed the item never left the parcel shop. What a surreal experience being in direct contact with people who admit theft, lie and brush you off.
If you think it’s theft try reporting it to the police. You won’t get anywhere is it’s lost.2 -
Theft? Stolen?
Get a grip. It's lost and you didn't adequately prepare for that eventuality, that's your fault not theirs.1 -
They've not really stolen it, its got lost in transit. I would take the emotion out of your complaint when you speak to Hermes
The person you are speaking to on live chat only has access to the item tracking information which will say it has not left the parcel shop. It is not lies for them to tell you this as that is what it says on the system they are looking at.
It seems like the person who collected the parcel did not scan it correctly so the tracking was never updated correctly. Therefore somewhere in the Hermes network is the lost parcel.
It is incredibly frustrating but you do need to make sure you have the appropriate level of cover against a parcel to cover situations like this.
Hopefully if you are lucky it may turn up later.
They confirmed it had reached the depot and did a "depot sweep"
The result was that the parcel was lost. You don't just lose a substantial box housing a 27" monitor, so let's call it what it is. Theft.
Although they have access to the entire chat history, they told my this morning that it never left the parcel shot. That's a blatant lie.
I highly doubt it will turn up - the box was not covered up which revealed that the content was an item on their non-compensation list. When these items go "lost" the customer can make no claim - surely whoever handled my parcel knew that. Lesson learned, but it's not over.
If anything, I will keep them busy on the chat for a long time.2 -
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AndyMc..... wrote: »If you think it’s theft try reporting it to the police. You won’t get anywhere is it’s lost.
That's certainly my next step - just checking if there is anything else I can do, apparently not. ta0
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