Hermes non-response to losing my parcel

JAG66

I returned expensive equipment to Utilities Warehouse via Hermes back in October. Hermes lost the parcel. They created an incident number after I put in a claim, and I have heard nothing since. I have tried several times to follow up but it is impossible to speak to a human being at Hermes unless you have a valid tracking number and my original tracking number is, apparently, invalid. Utilities Warehouse are sending us to a debt collection agency and I just don't know what to do. Can anybody help me please?

Aylesbury_Duck

Who arranged the return?  If it was sent with a pre-printed returns label supplied by UW, then it's their problem because they arranged the service.

penners324

If Utilities Warehouse gave you the Hermes details then It's on Utilities Warehouse to resolve with Hermes.

JAG66

Unfortunately, I sent it back myself - UW told me I could choose who I sent it back with and recommended I send it tracked and insured - which I did. Fat lot of good it's done me. It is incredibly frustrating that I can't actually speak to a human being, just a robot...and the robot won't help me because it doesn't recognise my tracking number...

JAG66

Unfortunately, I sent it back myself - UW told me I could choose who I sent it back with and recommended I send it tracked and insured - which I did. Fat lot of good it's done me. It is incredibly frustrating that I can't actually speak to a human being, just a robot...and the robot won't help me because it doesn't recognise my tracking number... What exactly are my rights as a consumer if I can't get my issue resolved because I can't actually speak to anybody???

mattyprice4004

Your rights are against Hermes, and you’ll be compensated for the amount you insured to as long as you can prove the value of the contents. 

Unfortunately this doesn’t change your contract with UW - so you’ll need to deal with that in the meantime. If they don’t have the return you’ll need to pay them regardless.