Hermes getting away with theft

avalon60

This the customer services email address, but you only get a auto reply:

myhermes@mailgb.custhelp.com

Ms_Chocaholic

Email the CEO

mojo293

Just seen this thread and had a similar experience sending a parcel (ebay sale) with Hermes, with postage purchased on the MyHermes website, in September 2019.

The item was small Panasonic DV handheld camcorder, and I paid the additional insurance to cover it up to its sale cost of £50. I remember stating on the insurance it was for a 'camera' and nothing was flagged. Then I posted it out, and the item was last tracked at the Hermes Depot.

Then after a few days the buyer contacted me to ask if it had been sent out, as it hadn't arrived. After a week of chasing with Hermes, I had to refund the buyer, but was then down the sale funds and a camcorder.

Similar experience though, claims they did a 'depot sweep' that found nothing, then Live chat pointed me towards their exclusion list, which included 'cameras and lenses' when I tried to claim for the loss. I also took the position that this should cover damage, which can often be out of Hermes control (some unscrupulous people might sell/send broken items and blame the courier), however this item was lost in their own depot and in their 'care' yet their list basically meant they told me 'tough ****)!

After reading another forum, I ended up preparing an MCOL claim and sending it along with a 'letter before action' to them.

Once they recieved this, they settled for the item cost + the postage and added insurance.

It did make me think twice about using Hermes to send stuff though, after that whole saga.

I would add thouhg, that our Hermes courier is a local woman, and we never have any issues with receiving deliveries with her. But clearly things can/do go wrong at the depots, but their exclusion list shouldn't mean the customer automatically loses out if Hermes 'lose' the item.