myhermes refusing help after losing my parcel!

mike2580

hi,
i sent a parcel with myhermes and paid the extra for insurance upto £70.
the item was in fact worth more than this but that was the only option i could see when processing the order.(the item was an iphone se worth around £100) i was sending to my sister as a gift as she had broken her phone. after twoweeks of the item not arriving and the tracking saying it was in there central hub i contacted myhermes who then admitted they had lost my parcel and i needed to fill out a claim form so i did.on the form it asked my to send evidence of the sale but like i had already told them it was a gift so i could not do what they asked.they have now dismissed my claim altogether and have even prevented me from making a formal complaint.iv tried to call several times and just get told from an automated service i can resolve most issues online.really dont know what else to do? they didnt even offer to reimburse the cost of sending it in the first place :mad:

m0bov

Send them a LBA for the value of the phone. Get a supporting letter from your sister.

hollydays

Do you put the tracking number into the telephone menu to try to get through.

TripleH

Remember though, you can only claim to the extent of your insurance. If you insured for value up to £70, then this is the maximum you can get back (even if the phone is worth £100).

Mr.Generous

I sent quite a bit of stuff with MyHermes recently and read the T&C's on the insurance, the list of items they won't cover is huge but mobile phones are covered. You can pay more for extra cover

Value Price
Up to £20 FREE
Up to £30 30p
Up to £40 60p
Up to £50 90p
Up to £60 £1.80
Up to £70 £1.90
Up to £150 £4.50
Up to £300 £10.50

Its easy to select additional cover and not too expensive as long as your item is covered but they will take extra cover payment for stuff they won't compensate on so a word of caution to all users.


I didn't see anything in the T&C's about not compensating for gifts and that you had to provide proof of sale, ask the customer services which T&C they are using (hiding behind)

They are on social media which might be a way to actually talk to someone - twitter is … https://twitter.com/Hermesparcels?lang=en

Good luck!

twhitehousescat

I recently had this runaround with them , eventually I got in touch with the CEOs office and RESULT!

try outlining your case to myhermessupport@hermes-europe.co.uk

and a contact number 0344 522 7190,

mike2580

Sorry im not sure what an lba is?

mike2580

Yes i was aware you could insure if for more but couldn’t find the option to,i don’t mind that so much its more the fact they have just point blank refused to get anything sorted when this is clearly there error,
Thanks for the info il give them all a go and see if i can get them to sort it out 😊

bobwilson

Nice to see I'm not alone in my experience with Hermes. Misery loves company.

As you know, we're protected from things like this in the UK. When you can't find any way to complain to a company or they're unresponsive, all you have to do is spend hundreds of hours off work researching how to take legal action against a company (or pay £hundreds to a lawyer to tell you what to do, or pay a lawyer to do it for you), and then take them to court. Once you get a court date, don't forget to book that time in your calendar & make sure you're not unwell on that day, otherwise you might lose the case. So plan to have food poisoning or flu any other day. After all of these hours of work & travel to the court, a representative of the company you're making the claim against probably won't turn up, at which point you'll probably get your money awarded back, however, it won't include the hundreds of hours or £hundreds off work you spent having to research how to go through the whole process, finding evidence & planning to go to court. You'll then find the company probably still doesn't pay up, at which point you have to take several days off work or £hundreds more to a lawyer if you don't have time, energy or intelligence yourself, to figure out what the next steps are to enforce the small claim's court's decision. But don't worry, at the end of all this, you'll get your £70 back.

So you see, we're all protected from these things in the UK. It's the 21st century after all. Good luck!

Johnig86

Hi all, this is my first post on here so sorry if it’s In the wrong place. My partner recently sold a camera on depop and posted it to the buyer using myhermes. She took out the extra insurance to cover the item up to £200. All was fine and it was working it’s way through the Delivery Network until it was on its way to the courier then it stopped and said delay please wait 24 hours. Waited a few days then eventually managed to get hold of someone to find out what was going on and they said that the parcel had been lost and to fill out a claim form. This was rejected as the item is apparently exempt. So next the buyer requested a refund and PayPal went in her favour so now I not only have no camera I also have a negative balance in my PayPal account and PayPal are chasing me to make a payment. I don’t know what to do. Hermes have been no help at all and have even been quite rude in correspondence since. Is there anything I can do? Any help would be greatly appreciated.

John.

twhitehousescat

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