Hermes Parcel 'tampered with' before delivery

n1koolkat

On the 20/6/2021 I sent a parcel containing a laptop using Hermes with tracking and insurance to an ebay buyer with 100%feedback  from 1500 buy/sells who claimed that the parcel I sent had been tampered with and what was in the box was a LED lamp weighing much less than a laptop. He also suggested that the parcels to have been tampered with as there were two colours of tape used to secure the box. I am not naive enough to think that because he has 100% he isn't attempting to scam me but i do believe him

I have not been able to get in contact with Hermes as the online and phone assistant does not ask the the question required to enable me log a complaint and disconnects me every time it confirms from the parcel has been delivered. The email account bounces back and every other form of communication redirects you to the online assistant.

Ebay have said i need to speak to Hermes so it appears i am not getting anywhere with this. It's more than likely i am going to have to refund the buyer as he didn't get what he bought which means i am now out of pocket for the cost of a laptop + postage and the insurance. After looking at the number of complaints about Hermes https://community.ebay.co.uk/t5/Seller-Central/Shocked-Hermes-Theft/td-p/6804426/page/2  i am appalled that ebay are using them as a courier service. I'd appreciate some advice on what to do next as it appear that somewhere between the Parcel shop and the delivery, Hermes appear to have been involved in theft.

MalMonroe

eBay say they have guarantees for sellers as well as buyers as per this link -

https://sellercentre.ebay.co.uk/protection/seller-protection

You also have insurance with Hermes.

So you really should not have to lose money on this deal at all.

If you really are getting nowhere with Hermes then go back to eBay and tell them you have tried to do as they suggested with no luck. Point out that you paid for insurance for the item and remind them that they offer all eBay users a guarantee and you'd like to take advantage of it so you won't be out of pocket.

Also ask them why they're still using Hermes when their reviews are so bad and you have fallen victim to their shoddy service.

Please don't let eBay and Hermes get away with this! 

ThisnotThat

MalMonroe said:

eBay say they have guarantees for sellers as well as buyers as per this link -

https://sellercentre.ebay.co.uk/protection/seller-protection

You also have insurance with Hermes.

So you really should not have to lose money on this deal at all.

If you really are getting nowhere with Hermes then go back to eBay and tell them you have tried to do as they suggested with no luck. Point out that you paid for insurance for the item and remind them that they offer all eBay users a guarantee and you'd like to take advantage of it so you won't be out of pocket.

Also ask them why they're still using Hermes when their reviews are so bad and you have fallen victim to their shoddy service.

Please don't let eBay and Hermes get away with this! 

The default Hermes delivery option gives £25 insurance.  They would have to pay considerably more to cover even an old laptop.

This has nothing to do with eBay, them offering labels from Hermes isn't even a recommendation.

pbartlett

1. report the theft to actionfraud - get a crime number

2. give that to eBay

steviebabes

I'm pretty sure laptops are not covered by Hermes insurance (along with loads of other items) so not much point paying extra. Royal Mail Special Delivery is best for laptops etc.

kasqueak

I’ve had a similar thing happen to me when using Hermes and sending an eBay item. 

Hermes customer service is shocking. It’s practically non-existent as like you said, they’ll just tell you the parcel has been delivered and then cut your call off! It’s so frustrating so I feel your pain completely!

I’d never use them again as they are an awful company and I’m not sure how they’re still in business to be honest. 

Have you tried phoning the Hermes number and instead of entering a tracking number just keep pressing 0 on the keypad? This sometimes overrides the automated process and connects you to a person. 

I did manage to speak to someone eventually but I used this email address :
HermesCustomerServices@hermes-europe.co.uk

But I stupidly only took the option with £25 insurance so although I got that I was ultimately out of pocket as I had to refund the buyer on eBay. 

Lesson learnt and I won’t use Hermes again. 

Hope you manage to get it sorted!

Rantband

So the reason you were out of pocket as you say was your own stupidity of only paying for insurance of £25.

olgadapolga

Rantband said:

So the reason you were out of pocket as you say was your own stupidity of only paying for insurance of £25.

£20 is the basic "free" insurance level. It used to be £25, a long time ago. But Hermes won't pay out at all as laptops are on their "we'll deliver it but won't pay out if anything happens to it" list.

deejaybee

As a hermes courier..... who do i use to send parcels ?   100% Royal Mail.

n1koolkat

Thanks, a couple of options here. I've reported to action fraud and will get in contact with ebay and i've emailed Hermes although I'm not holding my breath they'll respond. Lesson learned.

What i don't understand is how they can get away with it? With the number of claims, what are trading standards doing about it?

martindow

n1koolkat said:

What i don't understand is how they can get away with it? With the number of claims, what are trading standards doing about it?

No doubt there are lots of claims as they handle extremely large numbers of items, but I doubt that the percentage is very high. Are there comparative figures for different parcel companies?