Hermes lost parcel, obfuscating compensation process.

Paul10012

I bought some jogging shoes online, cancelled the order, and bought them from another online store (ebay). They did not fit so I sent them back - to the first store using their returns process, which is provided by Hermes. Can Hermes devolve themselves of responsibility because I sent the shoes to the wrong place? Surely they were paid to deliver my shoes to an address whether it was the wrong address or not is immaterial?

Penguin_

Are you saying they have delivered the item to the address you asked them to? As in, the address on the label(s)?

[Deleted User]

Hermes don't have any responsibility to you as you weren't their customer.

You need to contact the company that may now have your shoes and see if you can get them back.

Jenni_D

I agree - the OP is confusing. If you take the text of both the post and the title in total, I think the OP is saying that they labelled the return of the shoes ( from supplier B ) to supplier A, but Hermes have actually lost the parcel.

How the OP knows that for sure, I don't know.

Penguin_

Agreed, the way I have read it that she bought from Shop A, cancelled the order & bought from Shop B. She has then returned them to Shop A who didn't send any goods out...

born_again

Paul10012 said:

I bought some jogging shoes online, cancelled the order, and bought them from another online store (ebay). They did not fit so I sent them back - to the first store using their returns process, which is provided by Hermes. Can Hermes devolve themselves of responsibility because I sent the shoes to the wrong place? Surely they were paid to deliver my shoes to an address whether it was the wrong address or not is immaterial?

So you sent the shoes you bought from ebay to the retailer you had cancelled the order from. So how did you get a returns label from the retailer you cancelled the order from?

End of the day it's not hermes fault if you sent it back to the wrong place. so there is no "Obfuscating Compensation Process" As they did what they were contracted too.
They will not compensate for user error.

Ergates

born_again said:

Paul10012 said:

I bought some jogging shoes online, cancelled the order, and bought them from another online store (ebay). They did not fit so I sent them back - to the first store using their returns process, which is provided by Hermes. Can Hermes devolve themselves of responsibility because I sent the shoes to the wrong place? Surely they were paid to deliver my shoes to an address whether it was the wrong address or not is immaterial?

So you sent the shoes you bought from ebay to the retailer you had cancelled the order from. So how did you get a returns label from the retailer you cancelled the order from?

End of the day it's not hermes fault if you sent it back to the wrong place. so there is no "Obfuscating Compensation Process" As they did what they were contracted too.
They will not compensate for user error.

Unless they just lost the parcel instead of delivering it to the retailer.

soolin

Paul10012 said:

I bought some jogging shoes online, cancelled the order, and bought them from another online store (ebay). They did not fit so I sent them back - to the first store using their returns process, which is provided by Hermes. Can Hermes devolve themselves of responsibility because I sent the shoes to the wrong place? Surely they were paid to deliver my shoes to an address whether it was the wrong address or not is immaterial?

Like the others say I think you might need to clarify what you actually mean. How did you use the returns system for retailer A if you didn’t have an order to return ? Or do you just mean you looked at their site, found an address somewhere and just sent the shoes back at your own costs? 

If you paid for your own shipping and had sufficient insurance to cover the shoes  *and* item has been lost then you should be able to make a claim via Hermes as you sent the package, you paid and item does not show as delivered. 

Paul10012

The parcel got as far as the local sorting office and was then lost or stolen. Six weeks later, the parcel has still not left the depot:

Hi Paul,
 
Thank you for getting in touch with your enquiry regarding parcel H00HMD0001084564

After investigating this issue, I am afraid your parcel has stopped its journey at the depot.  

I’m sorry to hear that you have experienced a problem with this delivery and I can appreciate how frustrating this situation must be for you.
 
When we deliver for a client, we have agreements in place to help customers as quickly as possible in these circumstances. Speaking directly with them will help you resolve this and they can make any further arrangements necessary, which may include a replacement or a refund or return parcel.
 
The delivery contract for your parcel is between the retailer and ourselves. That is why we refer you to the sender.
The best way to resolve this is to contact your retailer and they will get in touch with us on your behalf. 
 
If you need anything in the future, please contact your Hermes Customer Service Team and we’ll be happy to help.

Kind Regards,

Anna 2314

user1977

Like Hermes say, they're contractors for the retailer, so if anyone is responsible to you it's the retailer. Though I'm not sure what responsibility they have if it's an item which shouldn't even have been sent to them, and which they haven't actually received.

Jenni_D

@Paul10012 who engaged Hermes to return the parcel? You?

Who generated the return address? You?

We're trying to understand how a purchase from Shop B could have a returns label for Shop A. And depending on the answers to the questions above this may help (or not) with your case against Hermes.