Hermes - Sending a parcel

Sasha_M

Hi all,

I know Hermes are awful, but this has reached a new level of crap.

I used them to send a parcel back in January - mainly because the retailer used them initially and I was responsible for the return postage. It was a large item, and I paid the added insurance cost to cover £130.

When checking my credit card statement around 6 weeks ago, I saw that I never received a refund - the retailer had never received the package. I went through all the usual obstructive routes in trying to contact somebody at and eventually managed to get an email communication. 

They messed me around asking for various tracking numbers that were difficult to dig up. Eventually when they had no recourse, they claimed I hadn't contacted them within 28 days and there was a tiny clause buried somewhere in the T&Cs. They're definitely acting in bad faith, but this must be breaching my consumer rights??

I wouldn't assume there would be a problem with the service I paid for, why would I be checking that the delivery was made? They referred to 28 days since the last 'scan date' on the parcel - I have asked them to provide me with evidence of this, so far heard nothing back.

Any advice?

Thanks in advance!
Sasha

neilmcl

Sasha_M said:

Hi all,

I know Hermes are awful, but this has reached a new level of crap.

I used them to send a parcel back in January - mainly because the retailer used them initially and I was responsible for the return postage. It was a large item, and I paid the added insurance cost to cover £130.

When checking my credit card statement around 6 weeks ago, I saw that I never received a refund - the retailer had never received the package. I went through all the usual obstructive routes in trying to contact somebody at and eventually managed to get an email communication. 

They messed me around asking for various tracking numbers that were difficult to dig up. Eventually when they had no recourse, they claimed I hadn't contacted them within 28 days and there was a tiny clause buried somewhere in the T&Cs. They're definitely acting in bad faith, but this must be breaching my consumer rights??

I wouldn't assume there would be a problem with the service I paid for, why would I be checking that the delivery was made? They referred to 28 days since the last 'scan date' on the parcel - I have asked them to provide me with evidence of this, so far heard nothing back.

Any advice?

Thanks in advance!
Sasha

Because that's what most people would do. You get given the tracking details so it would be natural for most people to check that it was delivered successfully, or not., particularly when it's your responsibility that it gets delivered.

FYI, and despite all the negatives, I've never had a bad experience with Hermes in all the many times I've used them.

user1977

Pretty normal for any couriers to have a time limit for disputes, obviously it's harder to trace things which have gone astray if they're only flagged up six months later.

mattyprice4004

You're not going to win this unfortunately, the reason there's time limits is that within 28 days they'll have a hope of finding the parcel in a depot / van somewhere, or at least back-tracking if it's been misdelivered. 

After half a year there's no hope, so they (rightly) have a cut-off for finding out where missing parcels are. All couriers have similar, not just Hermes. Sorry!

custardy

Sasha_M said:

Hi all,

I know Hermes are awful, but 

I chose to use them anyway...........

sheramber

Have you never heard of parcels going astray?

Couriers delivering to the wrong address?

When I send something back I track it until I receive the refund.

You did not check for your refund for 6 months?

the_lunatic_is_in_my_head

Just send them a letter before action, they won't go to court. 28 day limit might be an unfair term given there isn't a time limit for the consumer to seek a remedy under the Consumer Rights Act for (goods or) services which don't conform to the contract.