myHermes has lost my delivery and won't compensate me!
in Consumer rights
11 replies 762 views
Hello one and all,
I opened a myHermes account recently to return a defective item (a plastic LED bulkhead light) to the manufacturer.
I've received notification from Hermes the parcel is lost and received an email telling me "We have now assessed your claim and we are unable to offer you a settlement as the contents of the parcel are excluded from compensation for loss or damage".
They provided a link to the "Excluded Items" list, and the light doesn't fit into any category, so I asked why - and received exactly the same response (word for word) with no explanation of why this item has been excluded.
As myHermes accepted the parcel (I was clear about the item I was sending) and admit they've lost it (despite having "...daily and weekly audits to reduce this risk of parcels being lost in transit...), they must be responsible for it's safekeeping and, ultimately, compensate me accordingly?
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I can sort of understand refusing claims for damage but what is in the parcel shouldn't affect them losing it.
Parcel gets delivered to you by mistake, it then becomes your responsibility, so if you lost it, your liable, despite not being the intended recipient.....
But if a courier loses an item, if they got a BS clause that state somethings arnt covered, then losing items become ok ?! !!!!!! !!!!
George_Michael: Yes, I saw that and agree this is where it fits, but you're absolutely right - what is covered?
Supersonos: Just the standard delivery, which covers up to £20 compensation for free. Ironically, I haven't asked for compensation, they've just told me I'm not getting any. I've asked for a refund, though.
the_lunatic_in_my_head and StuieUK34: I agree!
I've had a further response essentially saying the same as George_Michael, but I've replied asking for a refund of the delivery cost, but I won't hold my breath.
Thanks, everyone :-)