Hermes getting away with theft

Feral_Moon

the_lunatic_is_in_my_head wrote: »

If it was damaged the courier should document this and provide the information to the customer, if not for any other reason than to reduce their liability.

Are monitors still made of glass? The one I have here has a soft sort of plastic as the screen.

If it never reached the courier then they couldn't possibly inform the customer his parcel had been damaged.

the_lunatic_is_in_my_head

Feral_Moon wrote: »

If it never reached the courier then they couldn't possibly inform the customer his parcel had been damaged.

The OP says the parcelshop confirmed collection and the courier stated lost in the Hermes depot?

winther

AndyMc..... wrote: »

So the risk is greater with larger monitor therefore they don't cover them. So what don't you get?

How exactly is the risk of loss/theft greater with larger monitors? Damage yes, perhaps - not "loss". The only reason why a 27" monitor is in greater risk of getting "lost" is that it's on a non-compensation list meaning Hermes won't have to compensate the customer.
It was posted in this 30" monitor box of a screen worth £1K. Last shot as it was delivered to the parcel shop. 1 month later I highly doubt this box is an unwanted item in a Hermes depot

winther

the_lunatic_is_in_my_head wrote: »

The OP says the parcelshop confirmed collection and the courier stated lost in the Hermes depot?

Correct. It was in the hands of Hermes when it suddenly vanished.
No reports of item being damaged

CardinalWolsey

I find the accusation that couriers are attracted to boxes like this to pilfer from a bit rich. A/ It's a bold statement to make. and one that is bordering on defamatory. B/ knowing that a C2C parcel will often not contain what is implied by the box, and C/ realising that the really attractive, high value parcels come in phone-sized boxes...

But to the point, I see the OP stuck a label on the outside of the box - can they confirm whether or not they also placed anything that identifies sender/destination on the inside of the box? Would Hermes have any way of identifying where the box came from / needs to go to if that outer label becomes damaged / removed?

Also, does the OP have anything to document the contents of the box. They've already stated that it's not the actual monitor that the box was originally used for - so on what basis can they demonstrate to Hermes what they did actually ship? I'm not suggesting that this is the case, but couriers do also have to content with false claims (the proverbial pig in a poke). I'm thinking what would a judge in a small claims court wish to see...

That leads me to saying finally that a company's T&C's cannot supercede law, and I would think the fact that the company has stated that they lost the package (rather than damaging it beyond their ability to ship it - such as total loss damage) could lead to a reasonable prospect with MCOL.

Thomas_Basil_Reid

Similar problem here. Hermes lost my parcel, refused compensation and added link to "excluded items" list. Wow!! Is there anything that is not excluded? Check out their updated exclusion list if you have not done so for a while. You are in for a shock. They got me (although I have appealed), after three wrong attempts, with "Items which can be exchanged by themselves or with any other item for money or goods or services". They must employ Philadelphia lawyers.
The bottom line is - no more Hermes for me.

winther

After another chat with Hermes yesterday, I got this email



The general consensus on this thread seems to be that I should have let it go. Like any good Hermes customer would. Glad I didn't listen;)

Shame I never got a sensible answer to why they compensate a 21" monitor against loss/theft, but not a 27" - oh well..DPD going forward

CardinalWolsey

Glad you were successful. As i commented above, I thought you would be successful if it got to MCOL, so its good Hermes have been sensible.

Having looked at their exclusions, I struggle to understand how they could get away with not compensating for their loss of a parcel on such a broad range of items. Damage - sure, you send at your risk on inherently breakable objects - but loss of parcel within their network? That could possibly be classed as an unfair term.

Edited to add, that DPD won't carry a TV either (https://www.dpdlocal-online.co.uk/prohibited-items), although don't exclude Monitors. That tuner card must cause havoc in their network... Interestingly they also have lower limits on certain items for damage, as opposed to loss.

Silent_Dancer

Good on you for being persistent and getting Hermes to pay up.

[Deleted User]

winther wrote: »

The general consensus on this thread seems to be that I should have let it go. Like any good Hermes customer would. Glad I didn't listen;)

It was still your fault for sending the item without checking you had adequate cover in case of loss. Perhaps that's something you might want to address in future.
However, well done that your persistence forced Hermes to make a gesture of goodwill refund. A lesson for us all.