Hermes took my money - lost goods twice and no refund! How do I complain?

Cheated1962

None of the Ombudsmen seem to cover couriers. Hermes are not a member of POSTRS - or any other trade body as far as I can tell. Small Claims is too expensive/risky: it's for about £200. Where can I take this? Thanks for any advice.

Peter

ItsComingRome

Nowhere.

Although even if you did take it to court I doubt you'd win, assuming you didn't pay for insurance.

Bradden

Thank we we need more info... are you the sender or receiver? Did you take out the insurance that Hermes offer? 

More importantly I guess it what have Hermes told you?

Cheated1962

More detail: I was returning goods. When Hermes told me they had lost package I claimed compensation - was surprised that this was only £20 (no insurance) but shrugged it off as a lesson learned. A few weeks later they wrote explaining that they could not deliver because the parcel was too long - asked for more money which I happily paid.  Some time later after more enquiries they confirmed delivery would be within 48hrs. On 1/9 they confirmed delivery same evening with a time slot given - this never happened. After more enquiries they told me it was lost - again - and told me to claim compensation!

My claim is based on their total incompetence and failure to keep reasonable care of the goods entrusted to them. Also I never got the excess £10 carriage back for what seems to have become by then a fictitious parcel.

I told all of this to Hermes who told me to get lost.

knightstyle

Surely this is what insurance is for?   Who actually arranged and paid for the return?  If the company then it is their loss and they should refund you.  If you then you should have insured it at the correct value.

custardy

knightstyle said:

Surely this is what insurance is for?   Who actually arranged and paid for the return?  If the company then it is their loss and they should refund you.  If you then you should have insured it at the correct value.

Given they were contacted for oversize I would think they are the sender.
A lesson on checking sizes and appropriately insuring items they send methinks 

Alderbank

Cheated, I think we still need more details to be able help you.

You were returning an item you had bought for £200. Was this a private sale e.g. through Ebay or was it a business?

How did you pay?

If a business did you agree the return with them and did they give instructions how to return it, perhaps even sending a paid returns label?

Did you follow their instructions exactly?

Cheated1962

Alderbank,

Yes the sale was through Amazon I think. I packed and paid correct postage - I thought, but seems that overall dimensions exceeded Hermes limits, however this did not come to light until long after they told me they had lost it. I willingly paid the excess asked because I thought that this meant they had found it, and "48 hour" then a booked delivery slot seemed to confirm this. Then back to earth with a bump! After the promised timed delivery did not happen Hermes told me that they had lost it once more and again suggested I claim for compensation. I have heard stories of Hermes sending correctly addressed items for auction. Anyway, just feeling rather hard done by.

Thanks all comments,

Peter

Alderbank

Last week I returned an item to Amazon, the first time I have done it.

I clicked 'I want to return this item'. They sent a QR code to my phone and told me, like you, to repack the item and go to my local Hermes shop. There they scanned my phone, printed out a sticky label for my parcel and gave me a receipt with tracking info. Nothing for me to write, no decisions to make.
By the time I got home I had an email waiting saying 'Refund Confirmation. We've issued your refund for the item below. Your return is now complete.'

I was impressed.

I wonder why your experience was so very different?

jon81uk

Alderbank said:

Last week I returned an item to Amazon, the first time I have done it.

I clicked 'I want to return this item'. They sent a QR code to my phone and told me, like you, to repack the item and go to my local Hermes shop. There they scanned my phone, printed out a sticky label for my parcel and gave me a receipt with tracking info. Nothing for me to write, no decisions to make.
By the time I got home I had an email waiting saying 'Refund Confirmation. We've issued your refund for the item below. Your return is now complete.'

I was impressed.

I wonder why your experience was so very different?

In this case the OP is the sender of the item, it sounds like they sold something on Amazon. This isn't about a return.

sheramber

jon81uk said:

Alderbank said:

Last week I returned an item to Amazon, the first time I have done it.

I clicked 'I want to return this item'. They sent a QR code to my phone and told me, like you, to repack the item and go to my local Hermes shop. There they scanned my phone, printed out a sticky label for my parcel and gave me a receipt with tracking info. Nothing for me to write, no decisions to make.
By the time I got home I had an email waiting saying 'Refund Confirmation. We've issued your refund for the item below. Your return is now complete.'

I was impressed.

I wonder why your experience was so very different?

In this case the OP is the sender of the item, it sounds like they sold something on eBay. This isn't about a return.

It was a return  I was returning goods. 

The OP does not seem to know where she bought it  but no mention of Ebay.   Yes the sale was through Amazon I think.