Issue with Hermes

Cptralls

sammyjammy said:

Cptralls said:

We did everything possible at the time, we chased Hermes but could not get through due to the invalid tracking number. Their system is designed to stifle people from contacting them. Due to the expensive nature of the item that went missing, I feel Hermes is obliged to put it right. Interestingly, not one person has pointed out how to contact this company in my circumstances and that is the problem I have and continue to face.

Email the Chief Exec?  

Email

Martijn.deLange@hermes-europe.co.uk

I'll give it a go. 

OceanSound

Cptralls said:

sammyjammy said:

Cptralls said:

We did everything possible at the time, we chased Hermes but could not get through due to the invalid tracking number. Their system is designed to stifle people from contacting them. Due to the expensive nature of the item that went missing, I feel Hermes is obliged to put it right. Interestingly, not one person has pointed out how to contact this company in my circumstances and that is the problem I have and continue to face.

Email the Chief Exec?  

Email

Martijn.deLange@hermes-europe.co.uk

I'll give it a go. 

If you don't get anywhere after trying to resolve through thier customer services, CEO etc., then you can try contacting them via social media. E g. Twitter, Facebook. Sometimes even leaving a review on trustpilot will spur the business into action, and they will respond to your review with something like 'please call xxxxxxxxx with ref: xxxxxxxx'. 

If none of these routes come to fruition, then you can start the small claims process by issuing a 'letter before action'. Check Companies House website for exact address of Hermes where you need to send letter. If Hermes do not respond or respond to your satisfaction, then you can use the money claims online (MCOL) site to make a claim against Hermes. 

It's quite easy to use for the layman like you and me. Last time I used it they were trialling a new website to make it even simpler. By the way, much is the value of your claim? I believe MCOL can only be used for anything below £10,0000. ( Edit: this has been increased to £100,000)

It cost £25 to make a claim, but this is recoverable from Hermes along with the value of your claim.
(Edit: the fee structure has changed. Please check website: https://www.gov.uk/make-court-claim-for-money/court-fees 
Seems it's now £35 for a claim below £300, with fee varying according to value of claim)

sheramber

12. Information about us

.

To contact us please click here to go to our Contact Us page or write to us at Hermes, Capitol House, 1 Capitol Close, Morley, Leeds, LS27 0WH https://www.myhermes.co.uk/terms-and-conditions However, you mention sending to a business. Was his a business transaction? Business-related loss Notwithstanding Condition 4.8 and subject to the limitations to our liability in Conditions 4 and 5, we do not accept any liability for any losses (including without limitation any loss of profit), costs, damages or other liability associated with any business or commercial enterprise or if you send Parcels with us in pursuit of any business or commercial trade (“Business Loss”). Insofar as Business Loss is concerned, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from our liability to you in the event that you suffer any losses, costs, damages or other liability associated with any business or commercial enterprise, or if you send Parcels with us in pursuit of any business or commercial trade.

OceanSound

sheramber said:

12. Information about us

.

To contact us please click here to go to our Contact Us page or write to us at Hermes, Capitol House, 1 Capitol Close, Morley, Leeds, LS27 0WH https://www.myhermes.co.uk/terms-and-conditions However, you mention sending to a business. Was his a business transaction? Business-related loss Notwithstanding Condition 4.8 and subject to the limitations to our liability in Conditions 4 and 5, we do not accept any liability for any losses (including without limitation any loss of profit), costs, damages or other liability associated with any business or commercial enterprise or if you send Parcels with us in pursuit of any business or commercial trade (“Business Loss”). Insofar as Business Loss is concerned, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from our liability to you in the event that you suffer any losses, costs, damages or other liability associated with any business or commercial enterprise, or if you send Parcels with us in pursuit of any business or commercial trade.

Sending to a business doesn't necessarily mean op is doing so 'in pursuit of any business or commercial trade (“Business Loss”).'

Even if business or commercial trade, key part is 'Insofar as Business Loss is concerned, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from our liability....'. Note the highlighted bit .

sheramber

OceanSound said:

sheramber said:

12. Information about us

.

To contact us please click here to go to our Contact Us page or write to us at Hermes, Capitol House, 1 Capitol Close, Morley, Leeds, LS27 0WH https://www.myhermes.co.uk/terms-and-conditions However, you mention sending to a business. Was his a business transaction? Business-related loss Notwithstanding Condition 4.8 and subject to the limitations to our liability in Conditions 4 and 5, we do not accept any liability for any losses (including without limitation any loss of profit), costs, damages or other liability associated with any business or commercial enterprise or if you send Parcels with us in pursuit of any business or commercial trade (“Business Loss”). Insofar as Business Loss is concerned, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from our liability to you in the event that you suffer any losses, costs, damages or other liability associated with any business or commercial enterprise, or if you send Parcels with us in pursuit of any business or commercial trade.

Sending to a business doesn't necessarily mean op is doing so 'in pursuit of any business or commercial trade (“Business Loss”).'

Even if business or commercial trade, key part is 'Insofar as Business Loss is concerned, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from our liability....'. Note the highlighted bit .

Sending to a business doesn't necessarily mean op is doing so 'in pursuit of any business or commercial trade (“Business Loss”).'

Which is why I preceded it by asking if it was a business transaction.

If it was not then the following information would not apply.

PragmaticMoneySaver

Cptralls said:

... Interestingly, not one person has pointed out how to contact this company in my circumstances and that is the problem I have and continue to face.

ermm....

MalMonroe said:

<snip>

Click on this link and see if you can get some help that way - https://www.myhermes.co.uk/help-and-support/contact-us

You should be able to use the 'chat' facility initially and there is an option for when you don't have a tracking number.

It's not clear why this has been dragging on for so long as there are ways to contact Hermes via online links and telephone. Sometimes you have to wait but that's the same with a lot of businesses these days.

Their blog says, "we have a dedicated phone line to our UK contact centre for customers sending parcels via Hermes: 0330 808 5456. Lines are open 8.30am-4pm Monday to Friday and 8.30am-2pm Saturday".

p3ncilsharpener

Hermes only offer £20 cover as standard and charge through the nose for anything above that.  Can't see the OP winning in this situation.

OceanSound

p3ncilsharpener said:

Hermes only offer £20 cover as standard and charge through the nose for anything above that.  Can't see the OP winning in this situation.

OP hasn't even told us the value of the parcel. There could be some biases at play in your post.

OceanSound

PragmaticMoneySaver said:

Cptralls said:

... Interestingly, not one person has pointed out how to contact this company in my circumstances and that is the problem I have and continue to face.

ermm....

MalMonroe said:

<snip>

Click on this link and see if you can get some help that way - https://www.myhermes.co.uk/help-and-support/contact-us

You should be able to use the 'chat' facility initially and there is an option for when you don't have a tracking number.

It's not clear why this has been dragging on for so long as there are ways to contact Hermes via online links and telephone. Sometimes you have to wait but that's the same with a lot of businesses these days.

Their blog says, "we have a dedicated phone line to our UK contact centre for customers sending parcels via Hermes: 0330 808 5456. Lines are open 8.30am-4pm Monday to Friday and 8.30am-2pm Saturday".

ermm...

You need to read that post again:

....not one person has pointed out how to contact this company in my circumstances....

Hermes chat feature response when 'no, I don't have a tracking number' is clicked:

I need a tracking number and matching postcode to look into this for you. If you check your order confirmation email, you should find it. If not, I suggest you contact your retailer or sender of the parcel for any help

Perhaps you need to brush up on your empathy skills. 

Cptralls

Issue resolved, a Hermes employee reached out to me with an email address. After weeks of Hermes telling me the tracking number was wrong via email, I demanded a Manager call. The Manager conceded that I had been given a false tracking number and that their system was designed to block contact from people who didn't have a valid tracking number. The value of the item was refunded to me along with compensation.