Hermes getting away with theft

JReacher1

winther wrote: »

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.

I don't agree it is a lie, it is a mistake from the CSO agent but why would someone on live chat lie to you about something that is easy for you to call them up on?

It seems obvious that they just didn't read the chat history and just checked the tracking which you yourself admit is wrong.

Aylesbury_Duck

winther wrote: »

Lesson learned, but it's not over.
If anything, I will keep them busy on the chat for a long time.

I bet they're really scared.

"Theft", "lies" - you like chucking accusations around, don't you. Just persevere, politely and firmly, and it may turn up. Next time, take out the appropriate level of cover or choose a courier that includes greater protection.

Rosemary7391

winther wrote: »

They confirmed it arrived in their depot, did a depot sweep and then concluded it was "lost"
A box with a 27" monitor does not simply get "lost".

It doesn't simply get "lost" in an average house - but in a depot full of boxes of all sizes, with trucks going in and out with more of those same sorts of boxes - sure, boxes get lost there. Worse than a needle in a haystack - more like hay in a haystack! Especially if the box hasn't been scanned properly (for whatever reason) and therefore isn't "in the system".

shaun_from_Africa

winther wrote: »

You don't just lose a substantial box housing a 27" monitor, so let's call it what it is. Theft.

A few years ago, I was dealing with the shipping of 2 large items (being shipped with Air France) and both of these items were classed as dangerous goods so had reams of paperwork that should have traced their every movement.
There was one shipping notice showing them going from London to Paris airport where they should have been put on another flight yet both items were never seen again.
What were these items:
1000 litres of aircraft detergent which was in a very large container and a 12 man liferaft packed in a wooden box.

In all likelihood they got separated from the paperwork and may well still be in the back of a customs storage facility awaiting collection.

pinkshoes

Regardless of insurance, this would count as negligence which is totally separate.

I would write to them asking them to locate the parcel or pay you for its sold value given they have been negligent with it.

[Deleted User]

winther wrote: »

That's certainly my next step -

The Police won't be of any use to you, the parcel is lost not "stolen" and the Police won't get any further than you have in locating it..

pinkshoes wrote: »

I would write to them asking them to locate the parcel or pay you for its sold value given they have been negligent with it.

They won't pay compensation for monitors over 21"

JReacher1

pinkshoes wrote: »

Regardless of insurance, this would count as negligence which is totally separate.

I would write to them asking them to locate the parcel or pay you for its sold value given they have been negligent with it.

I don't believe this will work.

I don't really understand why the fact they have been negligent makes any difference.

Can a courier company lose or damage a parcel without being negligent?

If this argument was true then you wouldn't need to pay for insurance on items you ship through a courier as if it gets lost or damaged you can get your money back by saying they have been negligent, which they have been as they've lost or damaged your parcel!

winther

Rosemary7391 wrote: »

It doesn't simply get "lost" in an average house - but in a depot full of boxes of all sizes, with trucks going in and out with more of those same sorts of boxes - sure, boxes get lost there. Worse than a needle in a haystack - more like hay in a haystack! Especially if the box hasn't been scanned properly (for whatever reason) and therefore isn't "in the system".

They had almost a month to investigate but already closed the case before Christmas - "parcel is lost - no compensation - move on".
The parcel shop said they had no calls from Hermes, although that would be standard procedure. They obviously have no interest in helping as they cleaned their hands with the non-compensation list.

winther

Aylesbury_Duck wrote: »

I bet they're really scared.

"Theft", "lies" - you like chucking accusations around, don't you. Just persevere, politely and firmly, and it may turn up. Next time, take out the appropriate level of cover or choose a courier that includes greater protection.

I was very polite from the beginning. But when they close the case a few days after concluding it was "lost" in the depot and subsequently brush me off when asking them to investigate, the politeness ends. Regardless of their non-compensation list, a decent company would take the loss/theft of customer parcels serious. I hope they are unique in their utter contempt for customer service - I certainly never came across anything like this.

Rosemary7391

What do you want them to do? It hasn't been scanned anywhere. That's their procedure for tracking. They don't know where it is. They can't just send someone to look for it. How long do you want them to take to "investigate" (and get to the same conclusion)?