Couriers - Shutl and MyHermes ignoring refund request

dodomoney · 3 February 2019 at 12:39AM

Can anybody recommend the best course of action to get a refund from Shutl (the ebay service that sent my parcel by MyHermes). I posted it early december, the recipient never received it, and rather laughably the courier has taken a photo of "delivery" which appears to be a black smudge and a thumb. The courier has also lied that it was "put over a back fence". The recipient doesn't even have a back fence.

I have reported it to myhermes live chat who endeavoured to get back to me in 24 hours. This was over a month ago and absolutely no response. Same for shutl live chat, who emailed me a claim form link which is a rather useless "google surveys" link that doesn't even ask for full details nor the value of the parcel. Since then I got no response, so I emailed shutl around a week ago and again, complete ignorance. It makes me :mad: how they're so brazenly ignorant about these things.

My end goal is to issue a claim at the small claims court against them, but I'm just wondering if there's any other approaches people have taken, such as particular email addresses etc to contact.