My Hermes - how do you make a claim or choose a preferred neighbour or safe place?

t8769

My Hermes has he worst website for help I have ever seen, it is basically impossible to get any information. 
Anyone know how to make a claim for a stolen item due to the delivery person's fault.
Or how to choose a preferred neighbour or safe place?

Thank you
 

davidmcn

t8769 said:

Anyone know how to make a claim for a stolen item due to the delivery person's fault.

Did you send the item?

Sandtree

t8769 said:

Anyone know how to make a claim for a stolen item due to the delivery person's fault.
Or how to choose a preferred neighbour or safe place?

These don't seem to be linked questions as either the parcel has been stolen in which case why'd you need to say please leave the stolen parcel with guy next door? Or if its still in transit then its not been stolen.

The person that paid for the delivery service is the one that has to put the claim in, normally this is the sender. How its done depends to some degree how the service was bought.

If you are concerned about the theft of the parcel you may not want to give them instructions to leave it somewhere as you do start getting into a grey area if they follow your instructions and hand it to the guy next door but when you ask him he says he never got it... if they decide to give it to him off their own back, without your instruction, then the law makes it clear that its still the senders responsibility until the parcel gets to you personally.

CardinalWolsey

If you were receiving (or due to receive) an item that has been marked as delivered and is now not able to be located (and you suspect has been stolen), then your only recourse if through the individual or company that sent you the parcel. If it parcel was something you had bought, notify whoever you purchased from that the goods have not been received - they are responsible until you have received the goods, and will have to ship a replacement or refund. Trickier if you bought via eBay, but here you should raise a claim. If it was just a friend sending you a parcel, it would be down to them to make a claim off Hermes.
Safe place logging is typically done via additional delivery instructions when the shipment is booked. Hermes do not offer a service where you can advise them for all deliveries they may carry out to you - as this might conflict with the despatching company's instructions.

serdaka

Here my experienced with them
I sold my laptop on Ebay and send it with Hermes
First it said item damaged so not delivered.
Later I asked them a picture to see damaged and they replied item has been lost.
Then I complained through customer service and resolver no chance.
I contacted citizen advice and consumer rights advice.
Finally send them first warning before court.
They offered me £20 as I did not pay premium. I told them it is their basic duty of care so I do not need to pay premium.
And I take it to small claims court.
One week later their lawyer contacted me and offered me full cost of the laptop and I accepted.
There is storied staff is stealing etc anyway dont give up you will get you money but it will take time.

You can use this email myhermessupport@hermes-europe.co.uk

mikb

serdaka said:

They offered me £20 as I did not pay premium. I told them it is their basic duty of care so I do not need to pay premium.

In my opinion, this viewpoint is something that should be tattooed onto all the courier people

There does have to be a way to smash this ridiculous, ingrained idea that "You didn't pay extra to prevent us destroying, losing, stealing or auctioning your item, so we are allowed to do that".

You know that they only settled because if it went to court, they'd have lost *and* it would have encouraged others to do the same. Good result.