MyHermes

Jonnyg1990

Hi All,

Really need some help, and saw a story on Hermes before on this website.

A few weeks ago I sold a toaster on eBay (£26 + £6.67ish delivery including insurance up to £26) i got a message from the buyer stating it had not arrived with them, but the tracking shows it had been left in a porch (on the 23/09/19), which she told me she doesn't have. I went onto the Hermes website (same day), went through the assistant and got an image of a bush as the POD.

Eventually got through to a person, I think who told me they would contact the courier, i waited a few days and no response, went through the process of going through the chat again to be told they have escalated it and would send a manager or someone to talk to the driver, gave it a few days again to have to contact them again and get told that they could not contact the driver. Yet again I was asked to wait 72hrs for it to be investigated, i waited until Thursday and sat in a queue for 2 hours to finally get through to someone, my door bell went and I asked them if they could wait for 2 mins and I'd be back, came back to find a "hello, are you still there?" and a chat disconnected message, I did not have time to go through the process again that day.

Yesterday I tried again, finally got through after another 2hrs of waiting, got disconnected from the chat but received an email saying I needed to get the buyer to fill out and sign a form to submit, since a delivery scan had been performed (to the bush....). I have messaged the buyer but so far no response.

I went on the live chat again this morning just to ask the question of what if the buyer does not respond to my request. I was told that without the form they will not refund me, even when I mentioned that there is an image on their system of a bush (can't see the parcel) and how that is classed as a porch they are still singing the same song.

Where do I stand on this? I have already had to process the refund to the buyer due to the time that has passed, eBay would have stepped in by now anyway and refunded if I hadn't.

Any help would be appreciated on this, it has been causing me a great deal of stress, as due to refunding the item I am now in my overdraft, I have been selling to try and raise funds to pay of debt. I have never had such an issue with a courier before when something goes missing, especially when there is an image showing how badly the driver has messed up.

Thanks,

olgadapolga

Have you asked the buyer if they will complete the form?

The only time I've had to do this, the buyer was more than happy to help, the form was uploaded to the case and I received the payment fairly rapidly.

Jonnyg1990

Hi,

I asked the buyer on Friday but to date no response, Hermes has told me I have 14 days to submit the form from the buyer.

What should I do if the buyer does not get back to me?

the_lunatic_is_in_my_head

Tell Hermes that you didn't contract them to leave the parcel in a bush, send them a copy of the buyers messages stating they didn't have the item but note this was an eBay sale and getting a form to the buyer is not practical.

Ask what is the address to serve small claims papers if they aren't willing to entertain your claim further without the form

The form is designed to get you to give up on the claim and go away. Politely show them you won't be doing that.

Jonnyg1990

I have managed to get a reply from the buyer who has sent the form back to me,

However Hermes has replied to one of my live chat support incidents by email, they are now stating that the item is in their excluded from compensation list (toaster) and that it will not get compensated (now this isn't a reply from my lost item form submission, however i am now guessing it'll go this way).

I checked on their website before posting and could only see this;

*(Kitchen appliances (e.g. white goods or electronic equipment with fragile/glass parts)

I may be wrong, but a toaster isnt a white good, and i don't believe it fits under fragile.. at the end of the day everything is fragile..

Am I going to be at a loss on this one? Even though the item was lost and not damaged

boo_star

Jonnyg1990 wrote: »

I have managed to get a reply from the buyer who has sent the form back to me,

However Hermes has replied to one of my live chat support incidents by email, they are now stating that the item is in their excluded from compensation list (toaster) and that it will not get compensated (now this isn't a reply from my lost item form submission, however i am now guessing it'll go this way).

I checked on their website before posting and could only see this;

*(Kitchen appliances (e.g. white goods or electronic equipment with fragile/glass parts)

I may be wrong, but a toaster isnt a white good, and i don't believe it fits under fragile.. at the end of the day everything is fragile..

Am I going to be at a loss on this one? Even though the item was lost and not damaged

It is a kitchen appliance though. "e.g." just means "for example", it's not an exhaustive list.

Jonnyg1990

I understand that, if you look through their list I’m beginning to wonder if they cover anything..

Do you think I should just give up on this one? I have asked them to retrieve the item and send it back to me if they won’t compensate, doubt they will. However as the picture doesn’t even show the item, who knows where it actually is, could be in the drivers kitchen for all I know,

Thanks to everyone who has reponded,

DoaM

The exclusion only applies for goods damaged during transit. It does not discharge any liability they have for lost goods. You may need to raise a court claim via MCOL though for them to change their position.

phoenix1837

Having been on the other end, Hermes send a tracking link or text to the recipient which shows the place it was left, it also gives them the option to let Hermes know a safe place or neighbour to leave a parcel with. If they haven't used this option I would say that you are not responsible and they need to chase Hermes.

DoaM

The recipient has no contract with Hermes .. at all .. therefore Hermes have no liability to the recipient. The only liability lies with the entity that contracted Hermes' services.

Jonnyg1990

Hi Doam,

Thanks for the advice, should I wait to see the outcome or just submit that claim online now to start the process?

So even though it states on their website that if they lose it it’s not covered that is not correct?

Never had any issues with RM or PF who I use quite often, they just ask for the forms and sort it out, or actually do a bit of work to locate and investigate.